FAQs

Product & Stock

  • Why have I received an email saying that the item I've ordered is out of stock? 
    • Your health and well-being matter to us so we make sure that Freshfield has ample inventory to get products to you when you need it. However, in the unlikely case that we are out of stock for a certain product, it will show as OUT OF STOCK on our website along with an estimated time that we will be back in stock. We reserve inventory for our Freshfam members but in the case that your product is out of stock, we will notify you with ample notice so that you can find a suitable alternative in our product line.
  • Can you tell me more about your membership pricing policy? 
    • Sure! It's very simple. Members save 30% on all supplement products, all the time. On top of this, members get free shipping on all orders with no order minimum or monthly auto-ship required.

Order Issues

  • I'm missing a product from my order, what do I do?
    • Sometimes orders get lost in the mail or are sent in multiple shipments. Send us an email with your order ID and what's missing and we'll sort things out for you within 48 hours (on weekdays). Either fill out the form on this page or visit Contact Us.
  • Why did my product come in an Amazon box?
    • We all know that Canada is very expensive to ship in. In order to keep our costs down, we utilize Amazon's warehouse network to be able to deliver your orders efficiently and affordably. We are working on localized delivery options but until that time comes, please note that your order might come in an Amazon box. 
  • What do I do if I received a faulty item in my order?
    • If you receive a faulty item, please contact us using the form on this page; send along your order ID as well as a brief description of your issue. We'll get back in touch ASAP and have everything sorted out for you within 48 hours (on weekdays).
  • Will you refund the shipping charges on my parcel? 
    • Great news if you're a member: Your shipping is already free! For orders that have a shipping fee: If your order is faulty or does not meet your expectations, we will often issue a 100% refund which includes the cost of shipping. It's only fair 😀. Please get in touch with us if an order arrives past it's estimated arrival date so we can check in on it for you and see if anything happened while it was in transit.
  • I'm having trouble with my coupon code. What do I do? 
    • If you find that a coupon code isn't working for you at checkout, send us a message so we can sort this out for you! We'll get back to you ASAP and have everything sorted within 48 hours (on weekdays). Members: Discount codes are currently not accepted on top of your membership discounts.
  • Why is the website product code different to my delivery note? 
    • We use multiple warehouses and fulfillment centers to help keep our shipping costs and shipping times as low as possible. Sometimes these warehouses require unique codes for their tracking and this can show up on your delivery note. If things don't look right or you received a product that you didn't order, send us a message with your order ID and a description of your issue so that we can sort things out for you. We'll get back to you ASAP and have everything sorted within 48 hours (on weekdays).

Returns & Exchanges

  • What is your return policy?
    • Freshfield offers a 30-day refund policy on our products. If you have a product with a defect or are unsatisfied with your product, please get in touch with us so that we can accommodate your request. We do not offer refunds on Freshfield membership fees.
  • When can I expect my refund?
    • Refunds are processed within 48 hours of an approved request. Funds will arrive in your account within 5-10 business days depending on your banking institution. 

Still have questions? We answer all emails in 24-48 hours.