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Customer Service

Customer Service

We've tried to answer the most commonly asked questions here. If you read through this and don't find what you're looking for, please feel free to contact us. We're here to help answer any questions you have about using our website and placing orders.

If you're looking for information about organic, kosher and fair trade certifications,
product or general information, please click here.

1. Creating and Using An Account
2. Shipping Information
3. Payment Information
5. Canceling Your Order
6. Returns and Refunds
7. Hours, Days of Operation, Holidays
8. Order Pick Up Information
9. Contact Information

1. Creating and Using An Account

This section contains information regarding about creating and using accounts on shopOrganic. They're pretty straightforward and we've got some good information here, but if you have questions we haven't answered, please contact us. Our contact information is listed in Contact Us and at the bottom of this page.

Why Create An Account?

You are NOT required to create an account in order to shop with us, but there are some pretty cool features that you get when you create an account, so you might want to consider creating one.

Creating an account allows you to:
  • Save your shipping and billing addresses so you don't have to re-enter them when you check out (we do not store your credit card information).
  • Log in to your account and check on your order status, review your order history and re-order quickly.
  • Save additional ship to addresses for easy shipping to other addresses.
  • Review your order history online anytime.

If you're ready to create a new account now, click here to go to the New Account Registration form.
How to Create An Account

OK, so you want to create an account, good choice! Here's how you do it - just a three simple steps.

1. At the top of the page, click My Account.
That will bring you to "Member Account Login". If you have not created an account, this is the place to do so.

2. Locate "Not Registered? Click here" and click there.

3. Fill out the "New Member Registration" form and click "Register"

It doesn't get much easier, does it?

Once you finish registering, you can view things like past orders, order information and your shopping list. You can also change your password and edit shipping addresses.

How to Change Your Password

1. If you're logged in and you want to change your password, click My Account at the top of the page, then select "Change Password."

2. If you haven't logged in and you've forgotten your password, click on My Account and the click on "Forgot Your Password?". Our system will automatically email you (at the email address on file) to help you out. We do not know your password, so we cannot retrieve it, we can only have the system reset it so you can get back in to your account.

3. If you are having trouble with your original email address, contact us and after we verify your identity, we'll help you reset your account, if needed.

Shopping Cart Information

Items placed in your shopping cart will remain there for 4 days (96 hours actually). However, because inventory is not "reserved" during that time, it is possible that items placed in the cart may not be available when you come back to check out. This doesn't happen often, but might occur on items that have high demand. If this occurs, please feel free to contact us and we'll provide information about the availability of the desired product.

PLEASE NOTE: If you clear your COOKIES from your browser, either manually or through software settings (anti-virus programs, anti-spyware programs, privacy programs, etc.), your cart information WILL BE LOST. The shopping cart is saved through a small file on your computer called a COOKIE. Most shopping cart programs use these small files to help you keep track of things like items in a shopping cart. You do not have to keep the cookie file on your computer, but if you delete this file, your shopping cart items will be lost. You must have cookies enabled to shop with us, but you can disable cookies afterward, if desired.

If you have any questions about cookie files or the use of our shopping cart, please contact us and we'll be happy to assist you.

Shopping List Feature

Once you set up this feature, using our Shopping List makes re-ordering a breeze. To set up your shopping list, please follow these instructions:

1. Log into your account or create an account; you will then be on the Account Information page.
2. Click on the Shopping List Link.
3. You will see your address and a Submit button. Click on the Submit button.

Your Shopping List is now set up. Now, when you're logged in, you'll see a 'Save To Shopping List' option under the 'Add To Cart' button. Use that button to save items that you purchase regularly.

To purchase items in your Shopping List:
1. Click 'My Account' at the top of the page
2. Click 'Shopping List'
3. Above your list, click 'Click Here To Add Shopping List Items To Cart'
4. Input the quantities you would like of each item in the 'Buy' column.
5. Click 'Add to Cart'
6. Check the items in your cart; if there was not enough quantity of a particular item, it will not appear in your cart. Please re-add that product to your cart with a lower quantity.

2. Shipping Information

This section contains information regarding your shipment, including methods of shipping, costs, timelines, and more. If you have questions we haven't answered, please contact us.

 Packing Materials
 General Shipping Information
 Shipping Costs
 Local Pickup (Tucson, AZ only)
 Shipping Times
 Faster Shipping
 PO Box and APO/FPO Shipping
 Alaska and Hawaii
 Puerto Rico, Guam, U.S. Virgin Is.
 International Orders/Canada
 Holiday Shipping

Packing Materials

We use as little packaging as possible while still ensuring your package arrives in good shape. We use recycled and recyclable materials whenever possible, and we encourage you to reuse or recycle the packing materials. Our packing "peanuts" are made from corn starch and are completely compostable, recyclable and, well, dissolvable (just place in water and they dissolve). Our cardboard materials are recycled when possible, reusable and recyclable. If you have comments or suggestions regarding our packaging, please email our friendly Customer Service staff.

General Shipping Information

Your order usually ships within 1 to 3 business days after you place your order. We don’t ship on weekends or holidays. Orders placed on weekends or holidays are processed within 1 to 3 business days after the order is placed.

If you order expedited shipping (for instance, FedEx 2 Day), please note that your order will be processed within 1 to 3 business days and shipped via the selected method. This means that a "2 Day" shipment may take up to 4 business days to arrive. If you have a special circumstance, please note that in the comments in your order and call or email customer service with details.

Shipping Costs

To determine shipping costs before completing your purchase, add items to your cart. When you're ready, view your cart.

In the first page of the shopping cart, you will see the items you've added to your cart. Below that is a shipping calculator. Enter the zip code to which the package is being shipped and the shipping method you want to use. The estimated shipping cost will be displayed. This will give you a good idea of the total cost of shipping before check out. You can also compare the estimated cost of shipping by different methods so you can decide among the various shipping method choices.

Shipping a large order costs only slightly more than shipping a single item. That's because FedEx and USPS charge a base rate for all packages and an incremental rate above that base. So, it's far more economical to purchase numerous items. If you're checking shipping rates, please don't base your decision on a single item - add all your items to your cart and then check the shipping cost, you'll find it's pretty reasonable.

Shipping is not a profit center for us, we just cover our costs. A lot of people ask for free shipping, but retailers that offer free shipping usually just increase the price of all items to cover the cost. Our method is a bit more straightforward. We price our products appropriately and shipping is based on how much the product weighs along with where it has to go. We work with our shipping partners to keep costs down and we keep hounding them for lower prices.

We do ship via USPS to any location with a US Postal code, including Puerto Rico, US Virgin Islands, Guam, Marshall Islands (etc.), APO and FPO addresses. See the information below regarding shipping outside the continental US. At this time, we only ship to U.S. and Canadian addresses. USPS Priority Mail generally takes 2-3 business days to arrive, however this is not a guaranteed service. USPS Standard Post can take up to 14 days to arrive within the Continental US and up to six weeks for APO addresses (though it generally takes about 10 days).

We charge a $12 fee for shipments that are either re-routed after leaving our warehouse or are incorrectly addressed due to the customer’s error. So, if you provide us with an incorrect Zip Code or make another addressing error, such as an incorrect or missing apartment number, you will be charged a $12 fee, since FedEx charges us a fee for this correction.

Local Pickup (Tucson, AZ only)

If you live in the Tucson area or are visiting Tucson and would like to pick up your order, please select “Customer Pick Up” as your Shipping Method during check out. Please note: We are closed on Saturday and Sunday as well as on national holidays.

1. We will email you when your order is ready for pickup. Depending on the order it may be within an hour but it may also be up to a few days.

2. Orders can be picked up Monday through Friday, between 9:00 AM and 5:00 PM

3. If you have a special situation, please contact Customer Service to see if alternate arrangements can be made.

If you have any questions, use the Contact Us form and we'll be happy to answer any questions you might have about picking up your order.

Contact Information
We're located at 3450 S. Broadmont Drive, Suite 114 in Tucson, Arizona. 520-792-0804, extension 1.
For a map and directions to the building, click here to jump to the bottom of this page.

FedEx Shipping Times

Our standard method of shipping is FedEx Ground Delivery. You can select other shipping methods during checkout.

Our distribution center is located in Tucson, Arizona. Based on FedEx Ground shipping information, the following delivery information may be helpful for estimating shipment arrival dates for continental US addresses. Ground shipping options for Alaska and Hawaii are also shown here. Additional Alaska and Hawaii shipping information can be found below. FedEx U.S. shipping map.

If the Ship To address is a business, the order will be delivered Monday through Friday (FedEx Ground).
If the Ship To address is a residence, the order will be delivered Tuesday through Saturday (FedEx Home).

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Faster Shipping

If you would like your order to arrive faster, you can select one of these shipping options:

FedEx Express Saver 3 Day (continental US – 48 states); delivery by 4:30pm to most areas, 8pm to residences

FedEx 2 Day (US - 50 states); delivery by 4:30pm to most areas, 8pm to residences, 3 days for some areas of Alaska & Hawaii

FedEx Standard Overnight (US - 50 states with some exceptions); delivery by 3pm in most areas, contact us for overnight to Alaska & Hawaii

USPS Priority Mail (US - 50 states); 2 to 3 days

Remember that your order will be processed within 1 or 3 business days, so you'll need to add two or three business days to the shipping time when estimating delivery dates. If you have a special circumstance, please include it in the comments of your order and contact us (customer service, contact us form or phone) and let us know what you need, we'll do what we can to help get your order to you in the timeframe needed.


Shipments to PO Boxes or APO/FPO addresses will be shipped via US Postal Service Priority Mail or Standard Post. Please note that USPS has a weight limit restriction, and our shipping weight tables may not be able to calculate your shipping charge on the order if it is over 70 lbs.

USPS Standard Post is an inexpensive option for shipping to APO addresses but please know that it can take 30 to 45 days for your order to arrive.

We recommend that you check the Customs policies before ordering. Customs regulations vary by country and without knowing the policies, you may be subject to high import duties, a delay in delivery, or your order being returned to us. It is your responsibility to check with your Customs office to make sure your country permits the shipment of the products you purchase at shopOrganic.
Alaska and Hawaii

Life's full of trade offs. You get to live in beautiful place, but it does take a bit longer to get shipments from the mainland....If you're having your order sent to an address in Alaska and Hawaii, you have several shipping options:

1. US Postal Service (USPS) Priority Mail
USPS deliveries take 2 to 3 days (excluding Sunday) in the continental US, and a bit longer for shipments to Alaska, Hawaii, Puerto Rico, US Virgin Islands, Guam, APO/FPO.

2. US Postal Service (USPS) Standard Post
USPS deliveries take 3 to 10 days (excluding Sunday) in the continental US, and possibly a bit longer for shipments to Alaska, Hawaii, Puerto Rico, US Virgin Islands, Guam, APO/FPO.

3. FedEx Ground Service
Delivery takes 3–7 business days to Alaska and Hawaii.

4. FedEx 2 Day
This is more expensive than US Priority Mail, but a bit faster. 2 business days to most areas; delivery to some rural areas of Alaska and Hawaii in 3 business days.

5. FedEx Standard Overnight
This is the most expensive option, but the fastest way to get your order. Next-business-day delivery by 3 p.m. to most U.S. addresses; by 4:30 p.m. to rural areas; and by 8 p.m. to residences. Not available to Hawaii.

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Puerto Rico, US Virgin Islands, Guam, Marshall Islands and other US zip codes

If your order is sent to Puerto Rico, the US Virgin Islands, Guam, Marshall Islands or other U.S. territories (with a U.S. zip code), we ship using US Postal Service Priority Mail.

International Orders/Canada

Shipping to Canada:

Orders to Canada will be shipped via USPS Priority Mail International(6-10 business days). Please select that shipping method at checkout. If your order weighs more than 70 pounds, the shipping rate will default to the 70 pound rate. We will email you once the order is placed with the actual shipping rate.

Shipping charges to Canada are calculated based on the order weight and shipping destination and do not include any Customs fees, taxes or tariffs. Your order may be subject to these fees once the shipment reaches your country. You are solely responsible for any additional Customs clearance fees. Please check with your local Customs office for detailed information.

If Customs rejects your shipment or deems it undeliverable for any reason, we will refund you for the refused items once they are returned to us in a re-sellable condition, however you are responsible for your shipping charges and any other fees that may apply. If additional fees apply, they will be taken out of your refund.

We recommend that you check the Customs policies before ordering. Customs regulations vary by country and without knowing the policies, you may be subject to high import duties, a delay in delivery, or your order being returned to us. It is your responsibility to check with your Customs office to make sure your country permits the shipment of the products you purchase at shopOrganic.

Priority International is not considered trackable, we get the customs ID which will usually give information on when a package was last scanned by the Post Office, but this is not considered an actual tracking number.

If you are located in another country, there is still a way to buy from us using MyUS:

We have partnered with to offer convenient, fast international shipping to more than 225 countries. members receive deeply discounted shipping rates, exceptional customer service, 24/7 online account access, and access to other services.

Sign up with and receive your own U.S. street address to receive merchandise. provides specialized international package forwarding services from your new U.S. address to your international address.

Note: You can use MyUS's Personal Shopper service to make a purchase from accept cards with international billing addresses as well as those issued by non-U.S. financial institutions. They also accept wire transfers and will make the purchase on your behalf.

Follow these two steps for international delivery:
1. Get your own U.S. address at
2. Use your new U.S. address, provided by, when placing your order with us.

shopOrganic assumes no responsibility for lost or damaged orders once MyUS accepts the shipment from our carrier.

Please note that does not accept credit cards with billing addresses outside the U.S or Canada. This means that international customers must use a credit card with a U.S. billing address or must use the MyUS Personal Shopper service.

Holiday Shipping

We are closed on the following holidays. Orders placed on these days will be processed the next business day.

Please allow 1-3 business days to process and ship your order. If you need fast shipping, please contact Customer Service to determine estimated delivery dates at these times. For Thanksgiving details, see below.

New Year's Day
Memorial Day
July 4th
Labor Day
Thanksgiving Day, Friday after Thanksgiving
Christmas Day

Help with Shipping

We've tried to cover the most commonly asked questions here; if you have a question that's not covered, we'd be happy to help you. You can email us, use the Contact Us form, or call us at 520-792-0804 during normal business hours. If you have questions about FedEx or USPS shipping regulations or schedules, please contact them directly:


USPS (United States Postal Service)
1-800-275-8777 (1-800-ASK-USPS)

3. Payment Information

 Payment Methods Accepted
 Secure Shopping
 Bill To Address Outside U.S.
 Sales Tax Information
Payment Methods Accepted

We accept Visa, MasterCard, American Express credit cards; PayPal; and Visa and Mastercard debit cards for payment.

If you have any questions or concerns about charges to your credit or debit card, please contact us.

Secure Shopping

Your credit card security is important to us and we want to assure you that using your credit card at is safe. Our site uses 128-bit secure socket layer (SSL) encryption. Your credit card number is encrypted so that it cannot be read as it is transmitted over the Internet. To determine when you're sending data securely, look at the web address (URL) in your browser window: the first few letters will change from "http" to "https" (s stands for "secure") when you are transmitting information protected by SSL encryption.

Depending on the browser you are using, there are other ways to tell you're on a secure page.
  • Internet Explorer - look for a lock icon to the right of your address bar.
  • Firefox - look for a lock icon in the lower right corner of your browser window.

Bill To Addresses Outside the U.S.

If you have a billing address outside of the U.S. or Canada, you can use PayPal at checkout. On the 'View Cart' page, click on 'Check Out With PayPal'. Once you've clicked that you'll be directed to a PayPal login screen. If you don't have a PayPal account, click on 'Create an Account' and you'll be able to use your credit card without having a PayPal account.

Sales Tax

Sales tax will be charged on taxable items (typically non-food items) for shipments delivered to Arizona addresses or delivered to addresses outside Arizona if the credit card bill to address is in Arizona.


Coupon codes are often offered to newsletter subscribers. Please sign up on the home page to start receiving our e-newsletter. To redeem your coupon code, enter the code on the 'View Cart' page of checkout and make sure to click 'Apply Code'. Your discount will be applied to the final order total. Please note that coupons are not valid on sale or clearance items, nor are they valid on Gifts & Kits, Gift Cards or e-Gift Certificates.

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5. Canceling Your Order

We do hope you won't need to cancel your order, but if you need to for any reason, please contact us. You can email or use the Contact Us form at the top of the page. You can also call us at 520.792.0804 x 1. When you contact us to cancel an order, please provide the following information to us so we can better help you:

1. Your name
2. The order number
3. Your email address
4. The billing address used
5. A good phone number at which to reach you if we have questions (this may be different from your billing address phone number, that's ok, we may simply need to get a hold of you).

It's pretty simple to cancel an order, the resolution will depend on the status of your order at the time you contact us. Here are a few guidelines:

A. If your order has not yet been processed, we will cancel your order and your credit card will not be charged. We reserve the right to assess a restocking fee, depending on the specifics of your order.

B. If your order has already been shipped, it's on its way to you and we can't cancel your order at that point.

C. If you refuse the order when it arrives and it is returned to us unopened, we'll issue a credit less the shipping charges.

As always, if you have any questions, please contact us and we'll work with you to find the right resolution to the situation!

6. Returns and Refunds

We're confident you'll be satisfied with the products we offer, but we realize that sometimes things do go wrong. If there is a problem with your order of any kind, please notify us within five business days of receipt of your order to report a problem. Below are instructions on how to handle various problems that might arise. If these do not answer your question, please feel free to contact us.

Wrong Item Received If you received an item you didn't order or you did not receive an item you did order, please contact us so we can ship the correct item. If the error was on our end, we'll ship the correct item to you at our cost. If the error was on your end, we'll figure out how to remedy the situation as quickly possible.

Damaged or Expired Item If an item is damaged or the product date is past expiration when received, please notify us within five business days of receipt of your order and we'll make arrangements to replace the product or refund the purchase price plus shipping cost of that item. We'll need to get some information from you to determine what caused the problem so we can ensure it doesn't happen again. Please use the Contact Us form for fast, friendly assistance.

Returns If you need to return a product, please contact customer service within five business days of receipt of your order to request a Return Authorization number before sending anything back. Returns need to arrive at our facility in sell-able condition so please make sure they are unopened and packaged well to arrive intact. Our friendly customer service staff will work with you to determine what went wrong and the best way to resolve it - quickly and easily. After all, we want you to be happy and we'll work with you to determine the right resolution.

Refunds Please let us know within five business days of receiving your package. We'll need your order number and reason for requesting a refund. Refunds requested after 15 days of order date will be assessed and handled on a case by case basis. We're reasonable and hope you will be too. We will refund your original method of payment or issue a store credit. Store credits are good for 365 days from date of issue.

Customer Pick Up Orders Not Picked Up If you select "Customer Pick Up" as the shipping method, we will pick and pack your order and hold it at our Tucson, Arizona warehouse facility for pick up. We are open Monday through Friday 9am to 5pm, closed weekends and holidays. Returns and refunds on customer pickup orders can only be made within thirty days of order date.

If you accidentally select Customer Pickup as your shipping method and you actually want us to ship your order to you, please contact Customer Service via the Contact Us form, via email or by phone to notify us of the error and we'll work with you to select the correct shipping method and adjust the order accordingly.

Errors and Omissions

We make every effort to keep our website as up-to-date as possible. However, things change all the time. Manufacturers may change how a product looks; they may change the package size or even the ingredients. We try to stay on top of these changes, but we do occasionally miss something. And, since we're only human, we also sometimes make mistakes.

So, here's our pledge to you. If you purchase a product and it's not what you expected when you receive it because of information on our website (wrong size, different ingredients, etc.), please let us know. If we inadvertently post an incorrect price or weight, we do reserve the right to make the correction and to notify you of the change. If the product is not what you wanted, or if you no longer want the product after we correct the problem, we'll discuss with you the appropriate adjustment (refund, replacement, etc.). If the product is still acceptable to you, then we're all set. Fair is fair, right?

If you find errors of any kind, please let us know about any discrepancies so we can revise our website information. Help us stay as up to date as possible by letting us know about these kinds of changes!

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Trademark Information

Trademarks, trade names, brands, logos and tag lines shown or described on our site are owned by their respective trademark owners. shopOrganic, the shopOrganic logo and the shopOrganic tag line (For the Greater Goods (sm), shopGMOFree,, the shopGMOFree logo and Authentic Organics (sm) are trademarks/service marks of Border & Black Ventures, LLC dba shopOrganic. All rights are reserved by respective trademark and service mark holders.

7. Hours, Days of Operation, Holidays

We are open Monday through Friday from 9:00 AM to 5:00 PM Arizona time (Mountain Standard in the winter, Pacific Standard in the summer). We are closed on the following holidays:
  • New Year's Day

  • President's Day

  • Memorial Day

  • July 4th

  • Labor Day

  • Thanksgiving Day

  • Christmas Eve and Christmas Day

Orders placed on the weekends or on holidays will be processed and shipped in 1-2 business days after the weekend or holiday. Of course, if you have any questions or concerns, please use the Contact Us form, found at the top of the page, to contact us anytime. You can call us if you need to, but your best bet for a quick response is email.

8. Order Pick Up Information

If you're in Tucson, Arizona or will be in the area and want to place an order for pick up, you can select "Customer Pick Up" as the shipping method. If you choose this method, please read about Customer Pick Up earlier in this section.

We are open Monday through Friday from 9:00 AM to 5:00 PM. We are closed Saturdays and Sundays.
We are located at 3450 S. Broadmont Drive, Suite 114, Tucson, AZ 85713. 520.792.0804.
Here's the map, directions are below:

--From Broadway/Alvernon: Head south on Alvernon. It becomes Palo Verde. Past 29th Street, take the left fork to stay on Palo Verde. Past the overpass, move to the right lane, go through the light at 36th Street. The next light is Broadmont. Turn right. Take the second right into the parking area, make an immediate left and look for the cluster of beautiful trees and Suite 114 marked above the door.

--From Golf Links: Head West on Golf Links, follow it to Ajo Way. Turn right on Ajo Way. Turn right on Palo Verde (heading north). The next light is Broadmont. Turn left on Broadmont, take the second right into the parking area, make an immediate left and look for the cluster of beautiful trees and Suite 114 marked above the door.

--From Palo Verde and Ajo: Head north on Palo Verde, the next light is Broadmont. Turn left on Broadmont, take the second right into the parking area, make an immediate left and look for the cluster of beautiful trees and Suite 114 marked above the door.

Please note, we are not a retail store and we are located in an industrial area. When you arrive at our facility, look for "Suite 114" above the door. We're just about in the middle of the building.

If you have your children or pets in the car, please do not leave them unattended. Also, please keep an eye on your children or pets and remember that we cannot be responsible for their safety. We love kids and pets, but we can't keep an eye on them for you and we ask that you watch them and keep them safe while at our facility.

It's pretty simple to pick up an order. All you need is:

1. A print out of your order confirmation OR
2. The order number and the Bill To address information

When you arrive, we'll ask you to provide this information and sign the receipt. This helps avoid any errors or confusion for everyone. Pretty simple and you'll be in and out before you know it!

9. Contact Us

Please email Customer Service by clicking here, email us at [customerservice] at [] or call us at 520.792.0804, Monday through Friday, 9am – 5pm MST and leave a message.

Please Note: For the fastest response, please send us an email via the Contact Us form. We really do want to hear from you and we'll respond as fast as we possibly can! If only a phone call will do, feel free to call us during business hours. If you don't reach up in person, please leave a message and we will get back to you as soon as possible.

Our mailing address is 3450 S. Broadmont Drive, Suite 114, Tucson, Arizona, 85713.

We're an online retailer, so our location is just an office and a warehouse. We're not set up for retail sales, so please use our easy-to-use website to place orders. Thanks!

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