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!
Orders over 300lbs 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 forty-five 50lb 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.
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 with either a liftgate, 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 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 OrderOrdering We take online orders 24/7 at our online store. Please click here to place your order. You can also place an order with our national customer service team by telephone at 888-699-7088 Monday through Friday 9:00 AM to 5:00 PM EST. We can never accept an order left by voicemail. 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. Please check the accuracy of your order immediately when you receive the email. We are only responsible for shipping what is on the order. 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 firstname.lastname@example.org or call us at 888-699-7088 to confirm that we have your order. We can accept change requests on non-tote orders up until 2pm the business day before your order is scheduled to ship.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 2:00 PM EST. Orders received before the cut-off typically ship the next business day. Orders received on Friday before 2pm ship Monday. If we are delivering to you on our truck, we need to receive your order no later than 2:00 PM two business days before the scheduled run so that we have sufficient time to plan the next day’s route, 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 up to 5 business days to process into our production schedule.
Payment CardsWe accept debit or credit cards branded by Visa, Mastercard, Discover, American Express and Paypal.
Personal ChecksWe 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 BlendsAt customer request, we can prepare customized feeds for a two ton minimum order size. We charge a fee of $125 per order for this service. This fee does not include organic certification of your custom mix (currently $100) should that be required. Your order will need to be sandwiched into our production plan, so we can’t guarantee immediate turnaround. Custom feed orders can take from 5 to 10 business days to process into our production schedule.
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, 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.
- 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.
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.
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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 email@example.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.