From the farm to your community

54c685d89da8dba102bcb866_faq.png
Frequently asked questions:
PRODUCTS FAQ
ORDERING FAQ
SHIPPING FAQ
Products:

Q. Can you tell me the ingredients used in this product?

A. Photos, descriptions and ingredient listings for all our products can be found on the Products page. Simply click on a product name to view its description page.

Q. Why is conventional dried fruit treated with sulphur dioxide?

A. Sulphur dioxide is used on many conventional dried fruits to preserve the colour and texture. Please refer to the ingredient listings to confirm whether a certain product has been treated with sulphur dioxide. Sulphur dioxide is never used on organic products.

Q. Are Rancho Vignola products safe for those with peanut allergies?

A. Due to the severity of some peanut allergies, we cannot guarantee any of our products to be truly peanut-free. While we do take great care to avoid cross-contamination between products, all our products are packaged in the same facility using the same equipment. All packaging equipment is thoroughly cleaned between each product; we can never be 100% sure, however, that traces of peanuts have not contaminated other products.

Q. Are Rancho Vignola products gluten-free?

A. The majority of our products are gluten-free; please be aware, however, that all our products are packaged in the same facility using the same equipment. All packaging equipment is thoroughly cleaned between each product; depending on the severity of gluten sensitivity, however, it may be safer to order individual products in full cases only.

Q. What's the best way to store my Rancho Vignola products?

A. We recommend frozen storage of all unsalted nuts and seeds. Roasted or salted products are best kept in a cool, dry basement or pantry. The dried fruit can be refrigerated or kept in the basement or pantry if fridge space is limited. Some dried fruits can be frozen; be aware, however, that their texture can be altered during thawing. For extended storage, keeping the products in air-tight containers is also a good idea.

Q. Why do some products have sales tax and what is the tax rate being charged?

A. Sales tax is applied to any product that the Canadian government classifies as a "snack" item rather than whole food. This includes any product with salt added, mixes and confection items. The tax rate charged depends on the final destination of the order. Please visit the following link at Revenue Canada for a list of tax rates by province.
Ordering:

Q. I've seen the list of products but how do I place an order?

A. Rancho Vignola is a seasonal business specializing in fresh nuts, new crop dried fruit and fine confections. As such, we are only open for business during specific times of the year. The main part of our business coincides with the fall harvest when the majority of our products are at their absolute peak of quality and freshness. This is our wholesale ordering period and is subject to a $500 ordering minimum.

Q. How can I find out more information about wholesale ordering?

A. Please click here to view the ordering page at our website. This page contains all you need to know to become a part of Rancho Vignola's new crop wholesale ordering system!

Q. I won't be able to make the $500 minimum this year; will I still be able to place an order?

A. Absolutely! Ordering opportunities which have no minimum order policy include our December Online Sale from the 1st to the 15th of December and our Spring Clearance Sale from the 1st to the 15th of March. In addition to our online sales, we hold Annual Harvest Sales in various communities in British Columbia and Alberta each fall. These events are open to the public and many of our products are available to sample and purchase. The dates and locations of these Harvest Sales are available here.

Q. I'm having trouble ordering online; what should I do?

A. Please ensure that your web browser supports cookies and JavaScript, and check that they are enabled for www.ranchovignola.com. If you continue to experience difficulties, please email us containing a description of the problem, the approximate time and the page you were on when it occurred, the version of your internet browsing software and your computer's operating system. The more information you can provide, the better chance we have of resolving the problem. While ordering online tends to be the easiest option for most customers, if you are having trouble you are also welcome to place your order by email, phone or fax.

Q. How do I know whether you've received my order?

A. If you order online, you will receive an automatic confirmation email (if this doesn't arrive, please check your junk mail filter first, then contact us). If you order by email or fax, we will be in touch within a couple of days to confirm that your order has been received. If you don't hear from us within three business days, please contact us.

Q. Is it possible to make changes to my wholesale order?

A. You are welcome to make changes to your order at any point before the wholesale ordering deadline. You may remove items from your order any time before the order is shipped, provided the order remains above the $500 ordering minimum. Since we order products based on the wholesale orders we receive, we may or may not be able to add products to your order after the wholesale ordering deadline. Please contact us for details about the availability of specific products.

Q. I've already run out of a product! When can I order more?

A. Our wholesale ordering period is in September of each year. We also have our online Harvest Sale from the 1st to 15th of December and a final clearance sale from the 1st to 15th of March. Please note that orders placed during our Spring Clearance Sale will be fulfilled on a first-come, first-served basis and our full selection of products may not be available. Products remaining after the Spring Clearance Sale are then donated to local, national and international food banks and orphanages.
Shipping:

Q. Where do you ship to?

A. We currently ship across Canada.

Q. How do I know how much it will cost to ship my order?

A. For wholesale orders, we offer free shipping to major centres on our regular shipping routes across central Canada (as per our standard freight policy). If shipping charges apply to your order, we will contact you before the order is shipped. Please note that, since shipping charges are calculated based on the weight of the order, we are unable to give shipping estimates ahead of time based on the cost. 

Q. I placed my wholesale order over a month ago and it still hasn't shipped! What's going on?

A. We never carry any of our inventory from one year to the next, therefore we cannot begin shipping orders until the products have been harvested, processed and sent to our warehouse in Armstrong, BC. Wholesale orders placed in September are shipped as soon as possible; we don't, however, usually receive our full inventory until early November.

Q. How come my wholesale order hasn't shipped before your public Harvest Sales begin?

A. Wholesale orders are generally not shipped until all the products are available. While we do provide a wide variety, the product list for our Harvest Sales is considerably smaller than what is available to you wholesale, and events are held even if some anticipated products do not arrive in time. Shipping still continues during the Harvest Sales so that wholesale orders are not unnecessarily delayed.

Q. My friends just received their wholesale order but I haven't received mine even though I ordered before them!

A. Wholesale orders are generally shipped in the order we receive them; the delay of certain products, however, can cause some orders to be held until they can be shipped complete.

Q. I received my order but an item is missing! What should I do?

A. Multi-piece shipments are sometimes separated during transit and missing packages are often delivered the next day. If you don't receive the rest of your order within the next day or two, please contact us and we'll do our best to track it down. If you have received the correct number of boxes and are still missing an item, please contact us right away.

Q. Why am I always contacted by phone before my order is shipped?

A. We phone before we ship in order to ensure that you will be available to receive the shipment and that we have an accurate phone number to provide to the shipping company. Even if the shipment is going to a shipping depot it will only be held there for five business days, so it's important for us to make sure you won't be out of town.