What measures are you taking during the COVID-19 crisis?
Please be assured that the safety of our employees and their families and the continuity of our supply are our top priorities.
We are following our government's recommendations to minimize the risk of infection and ensure the well-being of our employees and our community. Beyond the strict SQF health and safety standards we follow under normal operating conditions, we have implemented a plan to adapt to the current crisis with additional preventive safety measures. The Management team meets daily to react to new directives from authorities and adapt our measures as necessary.
The measures that have been implemented, in addition to those already present, are the following:
- With daily manufacturing operations now the priority, we will operate our facility with only essential staff. All non-essential staff will work remotely until further notice to facilitate social distancing;
- Our facility is closed to all visitors and contractors. Only essential outside personnel will be permitted;
- Increased sanitation and hand washing protocols as well as increased frequency of the disinfection of primary installations and equipment between each work shift,
- New scheduling and shift protocols have been implemented to divide our production teams and ensure distancing on shift changes and breaks
- All business travel is suspended.
- Any employee, or a member of their direct family member with symptoms of coronavirus or who has traveled since March 12, 2020 will self-isolate / quarantine for at least 14 days.
All employees are aware of these new measures and are kept informed of the latest developments on a daily basis.
Will some products be out of stock during the COVID-19 crisis ?
Despite the exceptional consumer traffic currently witnessed in stores, we are adapting to the increased demand and we currently foresee no risk to the continuity of supply both online and in store.
If an ingredient is out of stock online, it will most likely get back in stock within the following days or weeks, depending on the ingredient just as usual.
Why hasn’t my order shipped?
Given the current situation, order processing times can take up to 5 business days.
Delays are also expected on the side of Canada Post, and we encourage you to track your package online. You will find on the Delivery Service Alerts page any notice of delay caused by the situation surrounding COVID-19.
Important Changes to Canada's Postal Service
"To eliminate customer interactions at the door, reduce post office customer traffic and support social & physical distancing, we have implemented a Knock, Drop and Go approach. Delivery employees will knock or ring, choose the safest location available to leave the item and then depart for the next address. This change eliminates the need for signatures at the door and greatly reduces the number of parcels sent to our post offices for pick-up." > Learn more
What are your operating hours?
Our customer service will not be available on December 31st 2020 and January 1st 2021. You can email us at email@example.com
Our customer service is available Monday to Friday from 9AM until 5PM EST. We are closed on Canadian holidays. We are closed during lunch from 12 PM to 12:30 PM.
Where can I purchase PRANA products?
You can purchase through our webstore at www.pranasnacks.com, where most of our products are available in 1 kg format.
PRANA products can be found across Canada in major food chains such as Costco, Loblaws, Metro, Sobeys, Winners, HomeSense, Jean Coutu and in health food stores.
For our American consumers, we are happy to announce we are now available in the US.
For all US residents, please visit our US website at www.pranasnacks.com/us
I have a blog/ am organizing event/ am looking for partnership. Who do I contact?
If you are interested in having some PRANA products for an event, please fill out the form to get in touch with our team:
For all questions about media or event partnerships, we invite you to send an email with details to our PR manager, Sabrina Roy at firstname.lastname@example.org
QUESTIONS ABOUT ORDERING ONLINE
Do taxes apply to your products?
Products are taxable if they have been transformed in any way such as sweetened, salted, roasted, mixed. The following categories are taxable:
Swett and salty snacks
Coconut chips (excluding the Classic coconut chips)
Cranberries sweetened with apple juice
We also apply taxes on non-food items such as books and cooking accessories, as well as shipping, when applicable.
How can I place an order?
Welcome! It’s very easy and quick to place your order online:
- Click on shop and start shopping. You can add products to your basket by clicking on “Add to cart”.
- Once you are done shopping, click on the basket icon (top right). Review the content of your basket. In the summary of your basket you can find the estimate shipping tool and a box where you can add a discount code. You can also enter discount codes at checkout. Once you’re done you can proceed to checkout by clicking on the pink button “Proceed to checkout”.
- Checkout Method:
- New Customer: if you have never created an account, you will either have to create a new one or can check out as a guest (if guest note that your history of orders will not be saved). To do this, fill in the fields requested at checkout and you will have the opportunity to create your account after payment. Please note that subscribing to our newsletter is not the same as creating an account.
- Returning customer: Enter your email and the field to enter your password will appear. Then click on LOGIN. Please note that If you haven’t placed an order with us in over 2 years, you will need to create a new account.
- Enter your payment method and click on PLACE ORDER.
- You will receive a confirmation email with a number. If you have not received said confirmation email, please note this means there was a step that was missed somewhere.
How do I change the quantities I want for each product?
You can do it in two places. While you are shopping and before clicking on the ADD TO CART button, you will see a small box with 1 and + and – signs. Click on the + or – until you reach the quantity desired and then click on ADD TO CART.
You can also adjust the quantities in your cart by clicking on the cart. You will see a small box with 1 and a + and – sign beside each product. Click on the + or – until you reach quantity desired and then click on UPDATE SHOPPING CART.
Can I add or modify my order once it’s been placed?
In order not to delay our warehouse and provide optimal service to our consumers, we cannot modify an order once it has been placed. If you wish to add an extra item, please proceed to a new order.
Can I use multiple promo codes at checkout?
You can only use one promo code per order. However, some of our promotions are directly applied on to the item price or according to your order total, and do not require a promo code.
I have a gift card! Where can I use it?
Gift cards are considered a form of payment. You can use them before proceeding to checkout by entering your code in the Gift Card section of the summary on the right hand-side menu. You can also use them in the payment section of the checkout process, once you have clicked on the “CHECKOUT” button.
I forgot my password. How do I get a new one?
It’s easy! Simply click on MY ACCOUNT, on the top right corner of your screen, and just under the SIGN-IN button you’ll find “Forgot password”. Click on this and follow the steps. Your temporary password will be emailed to you. If you don’t receive the email right away, please make sure you check your SPAM folder. If you don’t receive an email within 30 minutes, please contact us at email@example.com with your email address and we will gladly look into the matter.
PAYMENT AND SECURITY
What forms of payment do you take?
We accept Paypal, Visa and Mastercard payments.
Is my personal and credit card information protected?
At PRANA, we take the protection of your privacy very seriously. We use the information we collect strictly to improve the quality of your shopping experience and never rent, trade, or sell your private information to a third party. We use the highest SSL encryption standards available and offer a safe shopping guarantee.
What are the delays of delivery?
We are currently experiencing an increased volume of orders which leads to delivery delays. Thank you for your patience and understanding.
Our current delays can vary from 2-4 business days. During sales events, these delays can be extended as the volume of orders received is higher, but our team makes sure to ship orders out as quickly as possible.
I made a mistake in the shipping address. What can I do?
Please email us at firstname.lastname@example.org immediately (not more than 3 hours after you place your order) with your order number, full name and correct mailing address.
Do you ship to multiple addresses?
You can only ship your order to 1 address. For buying clubs, it is recommended that the person in charge of the group receives the order and then distributes among the members.
Do you ship to PO boxes?
Yes! We deliver to PO boxes with Canada Post.
Fedex does not ship to PO boxes, please make sure to select a Canada Post service.
Where do you ship?
We currently ship to Canada and the United States. We do not ship outside of these countries at the moment.
What shipping options do you offer and how much does it cost?
We offer free shipping with Canada Post Expedited. Shipping is free for orders of $100 and more (before taxes and after promotions) for most regions in Canada.
For Quebec residents we offer different shipping ranges according to your cart subtotal for Canada Post Expedited (excluding postal codes beginning with G0G and J0A to J0M)
Orders up to $49.99, shipping will be $9.99
Orders from $50 to $69.99, shipping will be $7.99
Order $70 to $99.99, shipping will be $5.99
Orders of $100 and more, shipping is free!
For some regions we also offer Canada Post Xpresspost, but this service does not fall under our free shipping policy.
The cost of shipping is determined by the weight of your order, the destination and the service you select. To know the cost, please add the items into your basket, open your basket by clicking on the icon at the top right. You will find the Estimate shipping tool at the bottom of the page. You can enter your postal code and click on “Check Shipping”.
Due to the current situation, shipping is free for orders of $25 and more (before taxes and after promotions), in Canada with Fedex Ground shipping service.
Shipping fees for Ground and Xpress services are calculated depending on order weight and shipping area. To know the cost, please add the items into your basket, open your basket by clicking on the icon at the top right. You will find the Estimate shipping tool at the bottom of the page. You can enter your postal code and click on “Check Shipping”.
All shipping fees are taxable.
Did my order ship?
Once your order has been shipped, you will receive an email to let you know it’s on the way. At the bottom of the email, you will see a section with tracking numbers. With these, you can track your order with Canada Post. Simply visit the Canada Post website and enter your tracking number.
You can also see the status of your order on our site in “Order history”. Your order has shipped once the status says Complete.
I received notification that my package has been delivered, but I don’t have it in hand. What can I do?
On occasion, a carrier might scan a package and state that it was delivered before it arrives to its destination. If you don’t have your package within 24 hours of receiving the notification, please check the following:
- See if someone else accepted delivery. Check with household members, neighbours, building managers, the mail room, front desk, and anyone else who might have accepted the delivery.
- Look around the delivery location, Canada Post might leave packages in a safe, hidden place like on a side porch, behind your fence, in or around your garage, or behind bushes.
- Check your community mailbox. At times the driver might not always go to your house but will leave it in your community mailbox.
- Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or on your front door.
If after all this you still don’t have your package, please contact us at email@example.com with your order number and tracking number. We will open a case with the shipping company to retrace your package.
Can we buy directly at your location?
Unfortunately, our offices are not set up to serve as a store or to pick up orders. All orders are shipped in the mail.
Our products are available on our website or in store only. Check our store locator to find a store near you.
What is it?
We are launching a new product subscription tool to ease your day-to-day.
You are in charge. You can pause, skip or cancel your subscription at any time in your customer account. You can add and remove as many products as you want and personalize the delivery frequency.
Delivery is free for all your recurrent orders.
Each product included in your subscription is 5% off, for all your orders!
Discover eligible products here.
I want a subscription, what should I do?
- Login to your customer account or create one
- Add eligible products to your cart as usual
- Go to your cart, select the recurrent delivery option for each product
- Update for each product the frequency you wish to receive your items
You can have in the same order recurrent delivery products and one time products.
How can I manage my subscriptions?
How to update my subscription? Login to your customer account, and go in the tab "My Product subscriptions".
I am going in vacations can I skip my next order? Yes you can, login to your customer account, and go in the tab "My Product subscriptions"
I am not sure I want to keep my subscrption, what can I do? Before cancelling a recurrent delivery you can pause it, this will allow you to start it back at anytime, and all the information will still be registered. To do so, login to your customer account, and go in the tab "My Product subscriptions"
What is your return policy?
You can return an item within seven (7) days of receiving your order. The product must not have been opened. Please contact customer service at firstname.lastname@example.org with your order number to submit a refund request. Please note we only refund and do not exchange.
After the initial 7-day period, NO RETURNS and NO REIMBURSEMENT will be accepted on any of our products. Since we have no way of knowing what someone does with the product once it’s out of our hands, we cannot accept returns after the alloted period. If you have any issues or concerns regarding a product, please email or contact us by phone and we will gladly answer any inquiries you may have.
There is an issue with a product I purchased. What can I do?
Your satisfaction is important for us! If you have an issue with or question about a product you purchased, please send the following information to our customer service at email@example.com:
- Name of the product as written on the bag
- The size of the bag
- The lot number and best before date found on the back of the bag (either printed on the small white label in the corner or in the middle of the bag)
- Where and when you purchased it
Our team will gladly look into the matter with you!
Are your products organic?
All our products are certified organic by Ecocert Canada. http://www.ecocertcanada.com/
Are your products gluten-free?
All our products are certified gluten-free by the Gluten-free certification organization (GFCO, http://www.gfco.org/
What does B Corporation mean?
Certified B Corporations are corporations that use the power of business to inspire positive social and environmental change in our society. The B Corp certification is delivered by a non-profit named B Lab. To obtain the certification must meet higher social and environmental standards. Certified B Corporations are leading a global movement to redefine success in business and act in the service of the greater good. Today, Bcorps form a global community of over 2,000 companies in 50 countries and 130 industries.
Are your products certified non-GMO?
All of our products are certified non-GMO by The Non-GMO Project. For more details on our certification and the organization, we invite you to visit their site: https://www.nongmoproject.org/
What allergens are present in your products?
All our products may contain traces of nuts, sesame and soy, since these ingredients are present in our warehouse and on our production lines. Although we have diligent quality control measures to prevent cross contamination, we cannot guarantee the absence of traces of these allergens. PRANA cannot take responsibility in case of an allergic reaction. We understand that it becomes a personal decision to consume our products or not.
I have a peanut allergy, can I consume your products?
We are a peanut free company and make sure that our products are also peanut free. We and our suppliers have very diligent quality control measures to prevent peanuts contamination. However, we cannot guarantee the absence of traces of peanuts since some of our suppliers and/or distributors may have or process them in the same establishment.
GENERAL INFORMATION ON OUR PRODUCTS
What is the guaranteed shelf life of your products?
PRANA is committed in producing quality organic foods, only using the best fruits, nuts, seeds available. Since our products are organic and do not contain preservatives, we guarantee a shelf life of at least 3 months.
What is the best before date printed on the bags?
Our best before dates read as follow: year-month-date.
Is your packaging recyclable?
At PRANA, we are very sensitive to environmental issues and do our best to stay in the forefront of green innovation. Our packaging is currently not recyclable in most of North America, nor is it compostable. Although we are on the lookout for more eco-friendly packaging that also meets the needs of our products, there is no simple solution to this complex problem. We invite you to learn more about this topic by reading our blog post.
How do I store PRANA products?
Our products are organic and free of preservatives. To guarantee freshness, we suggest storing your products in a cool, dry place. Make sure the bag is properly closed and kept away from any source of heat or light. Nuts and seeds will last longer if they are kept in a sealed bag in the refrigerator or the freezer, but they can also be kept for a few of months in your pantry. Chia seeds do not need to be refrigerated. For further information on proper storage, head over to the page of the product itself. During summertime, it is best to keep dried fruit, nuts and certain grains in an airtight container in the fridge so the heat doesn’t accelerate the fermentation process.
Why is the product different from the last bag I purchased?
It’s normal to see, feel and taste a difference from one bag to another. Our products are organic, which means the crops have not been modified or tampered with. The final product will be the result of several factors such as quality of soil, climate, quality of air/ water, etc. All these factors will play an important role on how the final product will come out even if coming from the same place.
Does your coconut (and its byproducts) supplier use monkeys for harvesting?
PRANA is proud to work with people and companies that share our same values and mission of protecting our planet and all its inhabitants. Our coconut supplier has sent us a letter of guarantee that states no animals, including monkeys, have been abused, exploited or used as labor for harvesting, picking or for any other activity in relation to the production process of the coconut ingredients in our products.
Help! I crunched on a bitter almond. Is it rancid?
Stumbled upon a bitter almond? That's ok! You can encounter an almond that has a bitter taste, but be reassured it's not due to rancidity. The occasional bitterness is a natural characteristics of most varieties of Spanish almonds.
Like all living organisms, the almond tree has a defense mechanism that helps it survive in its environment but can sometimes cause a few of its almonds to develop a bitter taste. From time to time a bitter almond can surprise your taste buds and make your face squirm.
This being said, we at PRANA take the quality of our products very seriously and do not compromise on taste. We have a rigorous quality control set in place, which guarantees that less than 1% of our almonds might be bitter. It is important to know that bitter almonds are perfectly safe to eat despite their intense flavour. So go ahead and chomp on all our delicious almond snacks!
Why is PRANA’s nut butter so liquid?
The consistency of our butter is very smooth and more liquid than store-bought nut butters. Nuts contained in it are carefully selected and roasted before transforming them into butter.
Why are there some brown spots on my Brazil nuts, walnuts, hazelnuts?
It is normal to find some browner spots on these nuts - it’s just the skin that hasn’t been completely removed during the shelling process.
I found a shell in my PRANA bag!
Since the shelling of nuts is done automatically, it is sometimes possible to find shells in your bag. We are working hard with our team and suppliers to avoid these situations. In the meantime, you will find that on all our packaging for trail mix/ nuts and barks, there is a warning for shell presence.
Please don’t hesitate to contact us if you have any other issues due to shells at firstname.lastname@example.org. Our customer service representative will gladly answer your questions.
I found a pit in my bag of prunes / Deglett dates/ apricots.
Although the fruit is pitted, it is possible to find a pit or two in our bag of fruits. As the process of pitting is done automatically, there is a small chance you might find a pit in your bag. You will find a warning on these fruits printed on the bag and it is best to inspect the fruits before consuming.
Why might I find an insect or mold in organic figs?
PRANA imports certified organic raw materials whose treatment with pesticides is not an accepted practice for our certification. Dried figs, whether organic or conventional, can sometimes contain larvae of a small insect called blastophage. By its nature, the fig which is botanically a flower, is naturally pollinated only by the blastophage. This phenomenon is completely natural and necessary for the reproduction of figs.
As for mold, unfortunately as we cannot open each fig, it is normal to find some that are moldy, once again because of the nature of the fruit and the fact that we add no preservatives in our products. Our establishments are certified SQF Level 2, a certification that ensures you a very rigorous quality assurance control. That said, unfortunately, no device can detect the presence of insects inside the fig. It is only by opening the fruit that we can detect the presence of these and obviously we cannot pack figs already open.
Is your maca powder really raw?
PRANA’s maca powder is considered raw since it has been dehydrated at low temperature (below 45°C). It is not recommended to consume completely raw, uncooked maca. PRANA’s maca is carefully hand selected, dehydrated and then milled into a powder to preserve the integrity of this precious root. For the proper dosage, we advise you to read the back of the packaging.
What is the difference between white and black chia seeds?
There is no significant difference in taste and nutritional profile between white and black chia in the exception that black chia has a minimally superior content of antioxidants due to its colour. The white and the black chia might come from different countries. Both are organic and have the same texture and application.
What is the difference between ground and whole chia?
Unlike flax seeds, whole chia doesn’t need to be ground to be digested. Make sure that you chew you chia well to get all the benefits. That being said chia, like any other seed, is always easier to digest when soaked. Whole chia will keep for 2 years in a pantry whereas ground chia will keep for 1 year in a cool and dark in a pantry in a well-sealed back and kept away from humidity. If you want to keep your ground chia longer, feel free to put it in your refrigerator. Ground chia is excellent as an egg substitute in your baked goods. Chia pudding can only be made with whole chia seeds. You can check out the Recipe section of our website for more inspiration.
What is the difference between regular chia seeds and ProactivChia?
Both types of chia seeds will contain the same benefits of the seeds, however the ProactivChia contains probiotics to contribute to healthy gut flora. Also, the ProactivChia must not be heated in any way because the live bacteria are not heat-resistant and you risk losing all the benefits of the probiotics. To learn more about ProactivChia, please refer to the product page.
Why does the ProactivChia contain soy?
During the manufacturing of the strain, cultures are required for development. The cultures we use are from soy.
Why do you add sunflower oil to the ProactivChia?
The organic sunflower oil serves as the adhesive for the probiotics on the chia seeds. The probiotics are then spread more heavenly around the chia seed.
Why do you sell flour from La Milanaise which is not gluten-free certified ?
Because we like to always reinvent ourselves and because we want organic food to be more accessible, even online, we are now offering other Quebec brands that we love, that share our values and whose products are of very high quality.
In order to offer you a wider variety of products, we have decided to offer you La Milanaise flour which is not gluten-free certified. Please be assured that we take all necessary measures to comply with safety standards and avoid cross-contamination. You’ll notice when receiving your order an extra airtight packaging that separates this product from other gluten-free products.
Are they peanut-free?
Our Chocolate Bark does not contain peanuts and is produced in a peanut-free environment. However please know that PRANA is not a certified peanut-free company and therefore we cannot guarantee at 100% no trace of it.
Are they kosher?
Since the barks can have traces of dairy products, they cannot be certified kosher.
Are they vegan?
Our chocolate barks contain no milk or animal by-products as per PRANA’s values and mission. This being said, in the line of production there is milk chocolate and we and our producer do our best to properly clean the line to assure no cross contamination, but the possibility of traces does exist however it is very minimal.
Why is my chocolate all white? Is it bad or spoiled?
The white on the chocolate is a common phenomenon in chocolate products, called blooming, that develops over time. It results from the migration and surface recrystallization of a portion of the sugar or a portion of the fat contained in the chocolate. The blooming may be due to exposure to a humid or cold environment which causes condensation, or to the presence of fatty ingredients in the chocolate such as nuts. The blooming effect in no way degrades the taste or nutritional qualities of the chocolate, only the visual aspect of it.
What does chocolatey bark mean and does it contain artificial chocolate flavoring?
Canadian regulation does not currently allow us to call “chocolate” a product that contains ingredients other than cocoa liquor, cocoa butter, sugar, lecithin, vanilla, milk. The use of rice powder in the recipe of No Mylk'N, in order to offer a vegan chocolate made without milk to our consumers, does not allow us to call it chocolate on the packaging. Chocolatey is therefore the solution adopted by PRANA to deal with this regulation on chocolate, it does not mean the addition of aromas or other processed substances. At PRANA, we use only authentic and nutritious ingredients.
Why are there so much saturated fats and are they bad?
Saturated fats come from the cocoa butter. Not all saturated fats are harmful to heart health: it all depends on where they come from. Those contained in dark chocolate would be good for the heart because they are of vegetable source. Several studies show that if saturated fats increase bad cholesterol (LDL), they also increase good cholesterol (HDL), unlike unsaturated fats. Dark chocolate also contains polyphenols that, along with saturated fats, reduce cardiovascular disorders, especially by lowering blood pressure. And by combining dark chocolate with nuts, it's even better!
How long can I keep the Chocolate Barks once they are opened?
How should I store them?
For optimal conservation of the product, keep the product in a cool and dry place, well closed and protected from light. We recommend to keep it in the refrigerator during warmer periods because it contains nuts that can go rancid.
Can the barks be refrigerated or put in the freezer?
The product can be refrigerated and frozen provided the packaging is properly closed. Indeed the freezer and refrigerator can cause condensation that will affect the quality of the product if the packaging is not properly closed.
Why are the pieces of different sizes and some pieces smaller than others?
PRANA’s Chocolate Barks are randomly broken to preserve an artisanal character and so the size of the pieces will vary. Nevertheless, the pieces generally have a size varying from 2 to 7 cm.
How many pieces are there in a bag?
Since PRANA’s Chocolate Barks are broken randomly, the pieces are of different sizes and it is difficult to say ax exact number of pieces per bag. Nevertheless, there are usually more than 10 pieces per bag.
Why does the No Mylk’N weigh less than the other flavors?
The No Mylk'N flavor contains 95 g of product per bag versus the other 3 flavors of dark chocolate at 100 g per bag. The chocolate used in the No Mylk'N flavor is a unique and innovative recipe developed with our supplier to offer a chocolate without vegan milk. However, the price of this chocolate is higher than the dark chocolate and PRANA has decided to reduce the weight per bag instead of increasing the retail price in order to keep the product accessible to consumers.