Frequently Asked Questions

  • Shipping and Delivery FAQ

    New Country Organics ships small packages by UPS Ground anywhere in the Continental U.S. Delivery times are generally 1-3 business days throughout the lower 48 states.  If you want six bags or less, this is the way to go!

    1-3 Day Ground Shipping Continental US

    1-3 Day Ground Shipping in the Continental US

    Orders over 300 LBS can be shipped by truck motorfreight on a single skid, or pallet, at rates that are often substantially less than small package rates. We can pack up to 45 fifty LB bags on a single pallet for a flat shipping rate, generating the lowest shipping cost per bag.  You may need a “liftgate” and a truck needs to be able to access your property. If you have not had a tractor/trailer deliver a pallet of goods to your property please give us a call at 888-699-7088 and we will be happy to discuss the requirements for pallet delivery. 

    Liftgate in Down Position

    Liftgate in Down Position

    Liftgate in Up Position

    Liftgate in Up Position

    In general, a truck must be able to turn around on your drive or meet you at the end of the drive. You must unload the product from the truck. Either with lift gate, tractor, forklift or by hand. The driver will not do this for you. Any damage must be reported to the driver in order to process a damage claim. Again, please give us a call to discuss. Short of visiting our mill outlet, this is the least expensive way to receive our products. We also deliver orders on New Country Organics “short” or “box” trucks within a range of about 135 miles of our mill outlet in Waynesboro on a set monthly schedule. We deliver in Virginia as far south as Christiansburg, as far north as Leesburg, and east to Richmond and beyond. See our route schedule under newcountryorganics.com/findus.

    We export!  However, the process is more cumbersome as import permits and export certificates often need to be secured.  Please call us on 540-469-0694 to discuss if you wish to import our products into your country.  Generally, this is only feasible for larger quantities.

  • Your Order

    Ordering We take online orders 24/7 here at our online store. Ordering online helps keep costs down and reduces communication and transcription errors. Please click here to place your order. We do not accept email or fax orders.  You can also place an order with our national customer service team by telephone at 888-699-7088 Monday through Friday 8 AM to 5:30 PM eastern. Always check your email once you place an order.  You will receive an automated email from us confirming that we have received your order once we have initiated it, and again when we ship it.  The second email has your tracking number.  No email from us?  Please check your spam or junk folder. Can’t find it? Email us at customercare@newcountryorganics.com or call us at 888-699-7088 to confirm that we have your order. 
    How quickly do you ship after I place my order? We typically ship (Monday through Friday) in-stock items within 1 to 2 business days after we receive your order. Our order cut-off time is 2 pm Eastern so orders received before 2 pm can typically ship the next business day. If we are delivering to you on our truck, we need to receive your order no later than 2pm two business days before the scheduled run, so that we have sufficient time to plan the next day’s route, notify customers, and pack the truck in the right order.  (Our trucks leave very early in the morning and are loaded the day before a run.) Half-ton and full-ton totes can take 3-4 business days to process into our production schedule.  Can I request expedited shipping?  You can. We don’t guarantee that we’ll be able to but we’ll certainly try.  If you want same day shipping call and ask. We charge an additional fee for this service, because of the disruption and additional cost it usually triggers in our plant and operations.  Current fees are $10 for small package/UPS ground, and $75 for motor freight pallet orders.
  • Payment Cards

    We accept debit or credit cards branded by Visa, Mastercard, Discover, American Express and Paypal.
  • Personal Checks

    We accept personal checks in our mill outlets.  Our drivers can never receive cash or checks.  If you send a check to us for a shipment, we will ship once we receive payment.  We do not accept post-dated checks, nor can we delay presenting a check to our bank for payment.
  • Custom Feed Blends

    At customer request, we can prepare customized feed, mineral blends, or any non-stock item for a one ton minimum order size. For customized feeds or minerals, we charge a fee of $125 per order for this service. Your order will need to be sandwiched into our production plan, so we can’t guarantee immediate turnaround. Generally, it should take about a week for your order to be run. Please also note, that we do not guarantee grind consistency or quality of a custom feed you have ordered.
  • Returns, Exchanges and Refund Policy

    We guarantee New Country Organics branded products such as our feeds and minerals. If you purchased the feed from us directly and it is flawed or defective, please call us right away at 888-699-7088. We will need photographs and documentation of the problem as well as the lot sticker on the bottom of the bag.

    If you receive a pallet shipment and it is damaged, you must have the driver record the damage upon delivery, on the freight company’s bill of lading. Freight shipping companies will only give credit for goods damaged in transit if the driver acknowledges and documents the damage on the freight company’s copy.

    If you received a small package that has been damaged in transit, please take photographs of the damage and contact us right away.

    If you purchased our product directly from a reseller, please return it to the store from where you purchased it.

    In the event you wish to return an item you purchased directly from us (exception: live birds), we will accept the return within 30 days of purchase. However, we require documentation of the sale, the bag must be unopened, and we will charge a 15% restocking fee. Return shipping costs are the responsibility of the customer and the original shipping charge is not eligible for a refund.  If the original offer was a “Shipping Included” promotion, the original shipping costs will also be deducted from the refund.

  • Privacy Policy

    Last Updated 12/17/19
    This privacy policy sets out how New Country Organics uses and protects any information that you give New Country Organics Inc, and its subsidiaries, when you use this website. New Country Organics is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. New Country Organics may change this policy from time to time by updating this page. If we make changes, we will revise the date at the top of the policy.  You should check this page from time to time to ensure that you are aware of changes.
    WHAT WE COLLECT
    We may collect the following information:
    • name
    • contact information including email address
    • demographic information such as postcode, preferences and interests
    • other information relevant to customer surveys and/or offers

    WHAT WE DO WITH THE INFORMATION WE GATHER

    We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: Internal record keeping. We may use the information to improve our products and services. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

    SECURITY

    We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

    HOW WE USE COOKIES

    A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

    LINKS TO OTHER WEBSITES

    Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

    CONTROLLING YOUR PERSONAL INFORMATION

    You may choose to restrict the collection or use of your personal information in the following ways: When you create an account on our online store we will email you details of your order including shipping information. We will also enter your email address into our customer email system and you will receive a welcome email with information about how to contact us. If you would rather not receive additional emails regarding news, special events, product announcements, educational materials, how-to’s, etc., you may opt out of the email system and any subsequent informational emails. You may change your mind at any time by mailing us at customercare@newcountryorganics.com. We will not sell, distribute or lease your personal information to third parties unless we are required by law to do so. Otherwise, we will use it only to communicate directly with you. If you believe that any information we are holding on you is incorrect or incomplete, please telephone, write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.