Why is shipping so expensive?
Freight pricing is determined primarily by weight and, to some extent, volume. Unfortunately, our products are heavy which means they are expensive to ship. That being said, we pass our discounted company rates directly through to our customers with zero mark-up.
Are there any Grocery stores in my area that carry your flour so that I don’t have to pay for shipping?
This is possible but we cannot be 100% sure. Distribution networks are pretty complicated and we are not privy to the customer lists of the distribution companies we sell products to. That being said, we hear the organic all-purpose flour at Costco as well as the organic all-purpose and whole wheat flours at Whole Foods and Safeway are truly exceptional (wink wink).
Can I pick up my online order?
Yes! If you live near one of our distribution centers in Petaluma, CA or Logan, UT,* you should see a pick-up option during checkout. Once your order is ready for pick-up, you will receive an email notification letting you know your order has finished processing.
For Petaluma pick-ups, stop by any time Monday through Friday from 8am to 5pm. When you arrive, either check in at the front desk with your order number or give us a call at (707) 778-1073 and we can bring your order out to you.
For Logan pick-ups,* stop by Monday through Thursday between 1pm and 4pm. To schedule a pick-up outside of these hours, Monday through Friday, please email [email protected] and we will try our best to accommodate your request.
*Pick-ups from Logan, UT are currently limited to 50#, 25# or 5# retail bags of flour only. If your cart contains anything else (specialty 5# bags, merchandise, smallwares, etc) the option will not show up during check-out. If you would like to order both, please place your orders separately.
Why doesn’t a pick-up option show up for me?
The pick-up option is zip code based. If you live even remotely close (within 200 miles or so) of either location and you enter your zip code in the shipping details, it should appear as a shipping option. Just make sure to use the basic 5-digit version of your zip code (without the additional hyphen and 4 digits).
Do you ship to other countries?
We can. Unfortunately, the cost is typically prohibitive. That being said, we’ve been known to ship to Canada and Mexico when the order is large enough (typically a 1-palette minimum) and customers are willing to handle the international shipping paperwork. If you’re interested, please give us a call at (707) 778-1073.
Whoops, I made a mistake on my order! What do I do?
Shoot us an email at [email protected] or give us a call at (707) 778-1073 as soon as possible and we’ll take care of you!
What is your policy for returns, refunds & exchanges?
If there’s a problem with your order, we’re committed to making it right! Below are a few common issues along with instructions on how we resolve them.
My package was lost, damaged, or stolen during shipping.
Good news! All online store orders feature package protection, powered by Route. This perk allows you to quickly submit a claim and get a new order on the way ASAP!
SUBMIT A CLAIM » LEARN MORE »
I received the wrong thing (product, weight, size, etc).
Whoops! If the error was made on our end, we’d be happy to replace your item. Please contact us at [email protected] or (707) 778-1073.
I’m not happy with my purchase (quality, performance, etc).
So sorry to hear that! We’re glad to replace your item(s) if a product is defective. Please contact us at [email protected] or (707) 778-1073.
