Frequently Asked Questions
Shipping Small Pack
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 in the Continental US
Important Information for Receiving Shipments by Motor Freight "LTL"
If you think you might be interested in ordering a larger quantity of our products by freight (a pallet can hold up to 2320 lbs), please note that shipping by motor freight is very different from shipping a small package to your residence. It requires you to follow certain steps but is the most economical way to order in bulk.
You must be prepared to receive the shipment properly by accepting the shipping company’s Bill of Lading. The Bill of Lading is a legal document of title for the goods being shipped. All our freight shipments are carefully weighed and photographed prior to departure. They have labels which advise customers to inspect for any damage prior to legally accepting the shipment.
Freight companies will only give credit for goods damaged in transit if the driver acknowledges and documents the damage on the freight company’s copy of the Bill of Lading.
If you receive a pallet shipment and it has damage you must complete the following steps or the carrier will not cover the damage claim:
1. Driver must note ALL damages in detail (ie. exact items and quantity) on the Driver Bill of Lading and must sign
2. You need to take pictures of the damaged freight
3. You must fill out a Freight Damage Form and submit to NCO and we will file this for you on your behalf with the carrier
Practically speaking, shipping by freight or “LTL” (Less Than Truckload) also means that an 18 wheeler tractor trailer will turn up at your residence or farm. It must be able to freely access your property and turn around. Drivers are responsible for their rigs and as such, are free to reject the delivery if they feel their vehicle might be damaged. As such, it is a good idea to ensure that your driveway is dry, and free and clear of any tree limbs and branches. To avoid surprise charges, please note that the delivery address is residential, if it is not clearly a business.
Lastly, please note that the driver is not responsible for unloading the shipment. You are. If the delivery is to a shipping dock and you have a forklift, or if you have a tractor equipped with pallet forks then you can easily unload the pallet shipment. If you do not, you require a truck with liftgate service. A truck equipped with a liftgate mechanism will lower the pallet to the ground. Shipping companies will charge an extra fee for this service.
Liftgate in Down Position
Liftgate in Up Position
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 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 8:00 AM to 6:00 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 customercare@newcountryorganics.com 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 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 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. Note that due to extremely high demand and labor shortages we may take some time to respond to custom feed requests.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.
Do you have freight damage on a recent order?
Please click here to complete our Freight Damage Form.
Privacy Policy & Terms & Conditions
New Country Organics respects your privacy and is committed to maintaining and using the information you share with us responsibly. We limit the collection of your personal data to what is adequate, relevant, and reasonably necessary to achieve the purposes described below, and we do not process personal data for other purposes without your consent. This privacy policy provides additional details about the collection, use, protection, and disclosure of personal information we collect from you.
Personal Information We Collect
We collect the following categories of personal information:
- Contact information – This category includes your name, address, telephone number, email address, and other information primarily used to contact you.
- Transactional information – This category includes information about items you purchased and your method of payment, such as a payment card. Note that payment card transactions go through our vendor, so we do not have the full card number itself.
- Interests and preferences – This category includes information about the types of product that interest you, and your preferences regarding various products and services.
- Network information – This category includes your IP address, the browser type you use or similar system information, and the pages you view within the website.
How We Collect Personal Information
We collect personal information in the following ways:
- Directly from you –
- If you ask a question or make a request, you will need to provide sufficient contact information for us to respond. This is usually done through a sign-up form or similar mechanism, and usually includes obtaining your consent to contact you.
- If you transact business with us, you will need to provide sufficient information to enable the transaction.
- Internally – Our records include what you purchased and when you purchased it.
- Passively through our website - We collect network and information security information when you visit our website. Also, our site uses "cookies" to help personalize your online experience. A cookie is a text file that is placed on your computer’s hard drive, mobile phone or other device by a website server. You can accept or decline cookies at any time by modifying your browser settings. If you choose to decline cookies, you may not be able to experience fully some features of our website.
Please note that we also collect aggregated data, such as website analytics data, and use remarketing tactics through social media, which does not require or provide identification of the user.
Why We Collect Personal Information
We collect personal information for the following purposes:
- To respond to your questions and requests, including “Find A Dealer Near You”;
- To process transactions with you;
- To offer products and services that we think will interest you;
- To improve your overall shopping experience with us; and
- To protect our network, systems, and data, including personal information.
When We Share Personal Information
We will never sell your information. We will not share your personal information unless it is required to meet your request (such as providing contact information to shipping or marketing vendors, or transactional information to financial vendors) or we are legally compelled to provide it to a government agency.
How We Protect Personal Information
New Country Organics has established, implemented, and maintains reasonable administrative, technical, and physical data security practices to protect the confidentiality, integrity, and accessibility of your personal data.
How Long We Keep Personal Information
We keep any collected personal information for as long as it is necessary to satisfy your requests and comply with legal requirements.
Access We Provide Regarding Your Personal Information
Upon your request, we are happy to:
- Give you access to, and/or a copy of, the personal information we have about you;
- Work with you to update or correct the personal information; and
- Delete incorrect information, or information that we are not legally required to keep.
You may submit your request through a request form, or may email your request to us at info@newcountryorganics.com.
Personal Information of Children
We do not knowingly collect any information from children under the age of 16. If we learn that a child under the age of 16 has provided us with personal information, we will delete it in accordance with applicable law. If you are a parent or guardian and believe we have collected information from your child in a manner not permitted by law, please contact us.
A Note to Residents of States and Countries with general privacy laws
We are a US company, and nearly all of our sales are within the US. We sometimes have website visitors from outside the US, usually just asking questions or perhaps placing an order for delivery within the US. Even in these unusual circumstances, we believe this Privacy Policy is sufficient.
Residents of the United Kingdom and the European Union – We are not established and do not operate within the UK and the EU. We don’t offer goods and service in the UK and the EU, and do not monitor the behavior of UK and EU residents. For these reasons, we are not within the scope of the privacy laws of the UK and EU.
Residents of Canada – We do not operate in Canada, although our shipping vendors can deliver orders in Canada when needed. As this Privacy Policy shows, however, we adhere to the 10 principles of the Personal Information and Electronic Documents Act (PIPEDA).
Residents of California and Colorado – We are growing rapidly, but have not yet reached the size at which CA and/or CO privacy laws apply.
Residents of Virginia – This Privacy Policy is designed to meet the requirements of the Virginia Consumer Data Protection Act.
Updates to this Notice
This Privacy Policy was last updated September 23, 2021. We periodically update this Privacy Policy. All changes are effective immediately upon its posting on this section of our website.
Please contact us if you have questions.
New Country Organics
801 2nd Street
Waynesboro, VA 22980
1-844-933-3337
info@newcountryorganics.com