Top FAQs

Find answers to some of our most frequently asked questions.

Find answers to some of our most frequently asked questions.

What is RAW Nutritional?

RAW Nutritional is a Canadian supplement brand engaged in producing and selling high-quality, organic vegan supplements that are as delicious as healthy. We value our customers and wish to offer them the best products we can.

Where are you located?

We are based in Trois-Rivieres, Quebec, Canada.

Who should consume RAW Nutritional products?

Our products can be used by anyone looking to add healthy plant-based foods to their lifestyle. They are especially recommended for health-conscious people who do not always have the time to cook regularly. However, we recommend consulting a physician beforehand.

Are your bags recyclable?

Yes, we only use recyclable bags for all our products. The bag they come in is 100% recyclable and safe for the environment.

Can I bake with your products?

Absolutely! RAW Nutritional proteins, BCAAs and superfoods can add taste and nutrients to many recipes. For instance, you could use it as a flour substitute for a pancake mix. Check out our Recipes section for some ideas!

Can I give RAW Nutritional products to my kids?

If they are used in baking, they can consume them as there are no harmful ingredients in our products. However, children should not use nutritional supplements as their needs are different from adults. Always consult your physician before giving any supplements to your kids.

Can I use your products if I'm pregnant or breastfeeding?

Generally, our products are suitable to be consumed by all women, including pregnant and nursing. However, you should always consult your physician before using a new supplement when pregnant or breastfeeding.

I have a nut and/or peanut allergy. What do you recommend?

Our products do not contain any nut or peanut. However, they are manufactured in a facility that processes nuts and peanuts. There may be a risk of cross-contamination. We do not recommend buying them.

Where can I purchase your products?

You can either buy them online or you can consult the complete list of our retailers right here.

Are all of your products vegan?

Yes! We only use plant-based quality ingredients.

What are your best sellers?

You can see our best sellers on our website homepage, which are the Vegan Pro Maple Vanilla and Coffee-Wafers, BCAAs and Multi+Green capsules.

What is Vegan Pro?

Our Vegan Pro is a pure plant-based protein powder designed with a unique formula and made with completely organic ingredients, such as yellow pea protein. Its texture is smooth and silky and can be used in many recipes.

I received my product, but there is no scoop inside. How much should I use?

If it happens, we're truly sorry about this inconvenience. For Vegan Pro, you should use 2-3 full tablespoons (32-33g). For Vegan BCAA, you should use 3 teaspoons (9g). We do not put scoops in superfoods as the quantity varies depending on each other needs.

The bag was not well sealed or has a hole in it. How do I proceed?

First of all, we are sorry about this issue. Please fill our contact form or use our chat widget to reach our customer service.

Is my product expired?

The expiry date can be found under each bag.

Do you use caffeine in your products?

Only in our Coffee-Wafers flavored Vegan Pro, with 10mg of caffeine.

I don't like the taste of my product. What can I do?

We're sorry our product didn't reach your expectations. Please consult our Refund/return policy for more details.

Do you use artificial flavors or fillers?

Absolutely not! All our products are completely made from natural ingredients.

How will I know when my order has been dispatched?

You will receive an email or text confirmation as soon as your order is on its way.

How do I track my order?

In your email or text confirmation, we will provide a Canada Post tracking number. You can click on the link to see the updates. Also, you will get an estimated delivery date.

I never received my confirmation email/SMS. What is happening?

The email address or phone number may not have been entered correctly when ordering. If so, please let us know through the contact form or chat widget. We will make the changes and send the information back to you. Please include your name and order number. Also, make sure to check your spam folder.

Can I change or cancel my order?

If your order has not already been dispatched, it is still possible to change or cancel it. Let us know through the contact form or chat widget. Please include your name and order number.

I never received my order. What should I do?

We're truly sorry about this inconvenience... Let us know throught the contact form or chat widget. Please include your name and order number. If this results from a wrong address, RAW Nutritional will not be held responsible. To get your parcel back, you may have to pay extra shipping fees. They can vary between 9.99$ and 19.99$ depending on your area.

I received the wrong item or I am missing something. How do I proceed?

We are sorry about this issue... Let us know throught the contact form or chat widget. Please include your name, details, pictures and order number.

My tracking number says "delivered", but I don't have it. What should I do?

First, make sure to look everywhere: community mailbox, building concierge, or if a delivery notice card has been left. If not, let us know throught the contact form or chat widget. Please include your name and order number. If this results from a wrong address, RAW Nutritional will not be held responsible. To get your parcel back, you may have to pay extra shipping fees. They can vary between 9.99$ and 19.99$ depending on your area.

I received a damaged item. How do I proceed?

We're truly sorry about this inconvenience... Let us know throught the contact form or chat widget. Please include your name, details, pictures and order number.

Do you ship internationally?

At this time, we only ship to Canada and the U.S.

What are your delivery options?

We offer delivery by Canada Post or USPS in Expedited Parcel, XpressPost or Priority. Canada only: started at a 7.99$ flat rate. U.S. only: starting at a 9.99$ flat rate. Oversized orders: May incur additionnal fees. They will be calculated and charged manually if applicable.

Do you offer free delivery?

Yes! All orders over 49$ before taxes get free delivery.

What are the shipping delays?

We proudly ship from Trois-Rivieres, Quebec, Canada. Orders placed before 11 AM EST will ship out within 24 hours Monday to Friday. All other orders will be shipped the next business day. In major urban centres, Expedited parcels will be received within 2-3 open days. XpressPost: 1-2 open days. Priority: The next morning. Subject to changes by Canada Post/USPS.

I never received my order. What should I do?

We're truly sorry about this inconvenience... Let us know throught the contact form or chat widget. Please include your name and order number. If this results from a wrong address, RAW Nutritional will not be held responsible. To get your parcel back, you may have to pay extra shipping fees. They can vary between 9.99$ and 19.99$ depending on your area.

What happens if I'm not home to accept my delivery?

Even in your absence, the carrier may have left your package at the door or in a safe and easily accessible location. It is at his discretion to leave a delivery notice at the door. If this is the case, you have 5 days to collect your package or it will be sent back to us.

If my package has been returned to your facility, what will happen?

Let us know throught the contact form or chat widget. Please include your name and order number. To get your parcel back, you may have to pay extra shipping fees. They can vary between 9.99$ and 19.99$ depending on your area.

Can I pick up my order?

Unfortunately, we are not set up to accomodate walk-in guests to our facility for now. However, our shipping delays are really impressive, so you will receive your order pretty quickly! You can also use our tool to visit a RAW Nutritional retailer.

How can I pay for my order?

You can use credit cards, like Visa, Mastercard, Discover, Amex and Diners Club International. Payment apps like Apple Pay, Google Pay and Shop Pay are accepted. Sezzle (a payment solution) and RAW Nutritional gift cards also work.

What is Sezzle and can I use it?

Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! Their system will review your account and divide your total amount in 4 instalments, each due two weeks apart. No interest, no up-front or hidden fees. In fact, as long as you pay off your installments on time, there are no fees at all!

Where is my refund?

If we need to refund an amount to your payment method, fear not! You will receive a confirmation email shortly after our conversation. There may be a delay of about 5 open days before you see it on your statement.

Where can I update my billing information?

If you have an account, click here. If not, when ordering, you will be asked to enter your information each time.

I have a gift card, how do I use it?

When you receive a RAW Nutritional gift card, you will have all the detailed instructions in an email, along with the virtual card number. Follow them and you will easily redeem it!

How do I return a product?

1. Contact us through the contact form or chat widget.

Please be sure to include:
-Your order number
-The expiry date of the product
-The lot number of the product
-The reason you are returning the product

2. You will then be provided with a Return Authorization Number (RAN) along with instructions on how to send back the package to us.

3. Once we receive the package, please expect 1-2 weeks to be processed and receive your refund or credit.

If the return results of our mistake (i.e. we sent you the wrong product), in that case, the shipping cost is 100% our responsibility.

Suppose you aren't satisfied with your product for any reason or wish to exchange it; then the shipping cost is your responsibility.

Once you purchase over 49.00$, the regular shipping fees of 7.99$ are not charged. If you are getting a refund and your order is now below 49.00$, these fees will be deducted from the amount to receive.

What is your refund policy?

30-DAY SATISFACTION GUARANTEE! If you’re not 100% satisfied with your products for any reason, we will take them back within 30 days of the delivery date, even if it has been opened and/or used! For all unopened products, you will receive a full refund on your payment method. For all opened products, you will receive an online credit for future use.

I purchased from another vendor/store and there is an issue, who do I contact?

If there is an issue with any store-bought products, you will need to refer to that same location, not us. They will follow their store policies regarding refunds or store credits if required. Then, they will get in touch with us directly.

You do not have to contact us. Unfortunately, we credit or refund online purchases only. Thank you for your understanding!

Where is my refund?

If we need to refund an amount to your payment method, fear not! You will receive a confirmation email shortly after our conversation. There may be a delay of about 5 open days before you see it on your statement.

How do I create an account?

You will be asked to create or log into your account at checkout. Or you can access it here.

Where do I update my billing/shipping information?

When placing an order, it is possible to modify them while entering your information. Or follow us here!

I have forgotten my password. What should I do?

When trying to sign in, click on "Forgot your password" and follow the instructions.

Where can I see my order history?

Access to My Account, under the Order history tab, to see all previous and current orders.

How does it work?

Save some money and time while subscribing to our recurrent order program. Choose any product, the needed quantities, a purchase frequency and voilà!

How do I subscribe?

It can't be easier than that! Simply select the "Subscribe" option of any product. Using the + and -, choose the needed quantity and the frequency. Then hit the Subscribe button. Want more info? Subscribe now!

Can I edit, pause or cancel my subscription?

Yes, you can! Access to My Account, under Subscriptions, to modify the terms at any time.

Can I have more than one active subscription at a time?

Absolutely!

What happens when a product runs out of stock that I have in my subscription?

Don't worry! The order won't be processed on your payment option as long as the product is out of stock.

Why does my discount code not work with my subscription?

As you already receive a discount on your subscriptions, it is not possible to add another one.

Where do I enter my discount code?

Promo codes are entered during checkout. After entering your personal information, there is a blank space to add the discount code right before making the payment. Please note, for those purchasing on a mobile device, it is very easy to miss the place in checkout where you enter code. To enter the code on mobile, you'll need to tap the "Show order summary" drop-down at the top of the checkout page.

Do you have any on-going deals?

Yes, we do! Each month, you can see our current promotion on our homepage banners or social media. Also, we suggest subscribing to our newsletter to be the first to know about them!

Can I use more than one discount code?

You can only use one discount at a time.

Do your online promotions apply in-store too?

Unfortunately no. They only work on our website.

Why do I need to pay delivery fees after applying a discount code?

Our free shipping applies automatically to all orders over 49$ before taxes. When entering a discount code, ensure that your total is still over the minimum required amount.

My discount code isn't working. Why?

Please double-check that you've entered in the code correctly and that it hasn't expired. For codes entered correctly, yet don't work, let us know by using our contact form or chat widget.

I missed your sale by a day. Can I still benefit from it?

RAW Nutritional deals are available during specific dates communicated through our email newsletter and social media. The promo code expires when a sale ends and cannot be used. We suggest subscribing to our newsletter to be the first to know about them!