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
4. Gift Certificates
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.
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
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.
Your order usually ships within 1 to 2 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 2 business days after the order is placed.
If you order expedited shipping (for instance, UPS 2nd Day Air), please note that your order will be processed within 1 to 2 business days and shipped via the selected method. This means that a "2nd 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 email customer service with details.
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 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. We do not ship to international addresses.
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.
Orders can be picked up Monday through Friday, between 9:00 AM and 5:00 PM
1. You order will be ready 1 hour after you place your order.
2. If you place your order after 4:30pm, you can pick your order up any time the following day.
3. If you have a special situation, please contact Customer Service to see if alternate arrangements can be made.
4. Please note that orders placed
after 4:30 PM on Friday as well as any time on Saturday, Sunday or holidays, will be ready for pick up on
Monday after 9:00 AM or the first business day after a holiday.
5. Orders placed on holidays will be available for pick up after 9:00 AM the following business day.
We will hold pick up orders for 3 business days and then will return the inventory back to the warehouse and we will issue a refund back to your credit card minus a 15% re-stocking fee.
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 InformationWe'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.
Our standard method of shipping is UPS Ground Delivery (within the continental US). You can also select other shipping methods during checkout.
Our distribution center is located in Tucson, Arizona. Based on UPS Ground shipping information, the following delivery information may be helpful for estimating shipment arrival dates for continental US addresses. Options for Alaska and Hawaii are shown here.
1 - 2 business days: AZ, NM, UT
2 - 3 business days: AR, CA, CO, ID, NV, OK, TX, WY
3 - 4 business days: IA, KS, LA, MO, MT, NE, OR, SD, WA
4 - 5 business days: AL, FL, GA, IL, IN, KY, MI, MN, MS, NC, ND, OH, TN, SC, WI
5 - 6 business days: CT, DE, MA, MD, ME, NH, NJ, NY, PA, RI, VA, VT, WV, AK, HI
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If you would like your order to arrive faster, you can select one of these shipping options:
UPS 3 Day Select (continental US – 48 states)
UPS 2nd Day Air (US - 50 states)
UPS Next Day Air Saver (end of day) (US – 50 states)
Remember that your order will be processed within 2 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 send us an email with your order number included and we'll do what we can to help.
Shipments to PO Boxes or APO/FPO addresses will be shipped via US Postal Service Priority Mail. UPS does not ship to PO Boxes or APO/FPO addresses. 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. In this situation, your order will be sent to us without the ship charge calculated. We will manually add the shipping charge to your order, and will email you with the shipping charge total and order total.
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 four shipping options:
1. US Postal Service (USPS) Priority Mail
USPS deliveries take 3 to 5 business days in the continental US, and a bit longer for shipments to Alaska, Hawaii, Puerto Rico, US Virgin Islands, Guam, APO/FPO.
2. UPS "Ground" Service
UPS now offers a "ground" service for Alaska and Hawaii. Shipping times are estimated to be 5-6 days to most locations.
3. UPS 2nd Day Air
This is more expensive than US Priority Mail, but a bit faster.
4. UPS Next Day Air Saver
This is the most expensive option, but the fastest way to get your order.
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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. Estimated transit time is 5 to 7 business days.
At this time, we only ship to addresses with U.S. zip code. However, there is a way to receive a shipment from us if you're located outside the U.S.
If you'd like to have a shipment to non-U.S. addresses, we suggest you contact a freight forwarding company for additional shipping options. We would ship to their US address and charge regular ship rates; the freight forwarding company would then continue the shipment, with additional handling and ship charges and import fees. We assume no responsibility for lost or damaged orders once the freight forwarding company accepts the shipment from the carrier.
Please note that we do not accept credit cards with billing addresses outside the U.S. This means that international customers must use a credit card with a U.S. billing address.
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 anytime or call us at 520-792-0804 during normal business hours. If you have questions about UPS or USPS shipping regulations or schedules, please contact them directly:
UPS (United Parcel Service)
1-800-PICK-UPS (1-800-742-5877)
USPS (United States Postal Service)
1-800-ASK-USPS (1-800-275-8777)
3. Payment Information
Payment Methods Accepted
Bill To Address Outside U.S.
Sales Tax Information
Using Gift Certificates
We accept Visa, MasterCard, and American Express credit cards and debit cards for payment. If using a shopOrganic gift certificate for payment, please refer to the Gift Certificates section below. If you pay by credit card, your card will be charged when we send the order to the warehouse for packing. If you pay by debit card, please be aware that your bank will immediately hold the funds for your order at the time of authorization as a 'pending debit'. Once the order is sent to the warehouse, your debit card will be charged. If you have any questions or concerns about charges to your credit or debit card, please contact us.
At this time, we only accept credit cards with U.S. Bill To addresses. If you are using a credit card with a U.S. Bill To address and would like to have your shipment sent outside the U.S., please see instructions (above) on using a freight forwarding company.
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.
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4. Gift Certificates
Gift certificates can sent to a recipient via email and can be redeemed for purchases on shopOrganic. When purchasing the gift certificate, be sure to enter
the recipient's name in the Ship To section so that when the email is sent, it uses the recipient's name (instead of yours).
Gift certificates can be redeemed during one shopping visit or several times until the original amount of the gift certificate is used. If your order is for less than the gift certificate amount, you can use the remainder of the gift certificate on your next shopping visit. If your order is for more than the gift certificate amount, you will need to provide an additional form of payment for the amount above the gift certificate.
If you do not use the entire gift certificate amount in one visit,
please retain the email containing the gift certificate code for future reference. If you misplace the gift certificate code, please contact us for assistance in recovering it. For security purposes, we will only email that information to the original purchaser or recipient email address or we will require other verification prior to providing that information to you.
Just a couple of things to note about shopOrganic gift certificates - you can't use a gift certificate to purchase another gift certificate and discount coupons cannot be applied to the purchase of a gift certificate.
If you received a gift certificate and want to use it, all you need to do is add desired items to your shopping cart and check out. When asked for payment, you'll have the opportunity to enter your gift certificate code. If the amount of your purchase exceeds the remaining balance on your gift certificate, you will be prompted to enter credit card information for the balance.
Click
here to purchase a gift certificate now.
As always, if you have any questions about using your gift certificate, please contact us and we'll be happy to assist you!
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 customerserivce@shoporganic.com 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.
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 three business days 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 adjust remedy the situation as quickly possible.
Damaged Item
If an item is damaged when received, please notify us within three business days 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 to request a Return Authorization number before sending anything back. 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 do what we can (and hope you will too!)
Refunds
If an error is ours or if an item is defective or damaged, we'll be glad to refund the cost of the item and the associated shipping cost. Please let us know within three business days of receiving your package.
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. If the order is not picked up within three days, we will return the products to inventory and credit your credit card for the order total minus a 15% restocking fee. If you accidentally select this method as your shipping method and you really 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.
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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.
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 x1. 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
AND
3. A picture ID such as a driver's license or a credit card with a photo on it.
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!
Please email Customer Service by clicking
here or email us at customerserivce@shoporganic.com, or call us 520.792.0804 x1 Monday through Friday, 9am – 5pm MST.
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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