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Frequently Asked Questions
Please feel free to browse through this section to find the answers you are looking for. Should you have further questions, please don’t hesitate to contact our support team. We'er here to help!
What are your business hours?
Our offices are open from Monday to Friday, from 8:30 AM to 5 PM Eastern Time. We are closed on Canadian holidays. We are closed during lunch from 12 PM to 12:30 PM.
What does B Corporation mean?
Certified B Corporations are corporations that use the power of business to solve social and environmental problems. B Corp certification is to sustainable business what Fairtrade certification is to coffee or USDA Organic certification is to milk.
Certified B Corporations are leading a global movement to redefine success in business. By voluntarily meeting higher standards of transparency, accountability, and performance, Certified B Corps are distinguishing themselves in a cluttered marketplace by offering a positive vision of a better way to do business.
Where can I purchase PRANA products?
We carry 1kg bulk formats and some retail format products on our online store. PRANA products can also be found across Canada in major food chains such as Costco, Loblaws, Metro, Sobeys, Winners, HomeSense, Jean Coutu and in health food stores. Visit the ‘’Store Locator’’ section on our website to find the nearest store. We are excited to announce that we have recently launched our retail sizes in the US. We will soon be adding more location to our “Store Locator” section on our website.
What form of payments do you take?
We accept payments by PayPal, Visa and Mastercard.
Can I add to or modify my order once it’s been placed?
In order not to delay the warehouse or all the orders in queue and maintain our optimal service, we cannot modify an order once it has been placed. If you wish to add an extra item, please proceed to a new order.
Do taxes apply to your products?
Products are taxable if they have been transformed in any way such as sweetened, salted, roasted, mixed. We also apply taxes on non-food items such as books, cooking accessories and shipping, when applicable.
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 not recyclable in North America, or compostable. Unfortunately, there is no simple solution to this complex problem. The packaging has been a point we strive to resolve from the beginning but we had and have to make big compromises. We decided not to leave the playing field to the large multinational corporations and try to make a difference by taking action. We try to bring a new voice to the marketplace in the sincere hope that it facilitates the change we believe in.
The reason we chose to use this packaging is mostly to ensure high product quality. These bags help to preserve our products and to maintain their nutritional and flavor profiles, which also helps reduce food waste. To do this, we have to use a composite film made of our 2 layers which results in a good oxygen and moisture barrier. This is what makes the recycling of this bag harder than the recycling of PET plastic. Facilities exist that can recycle this type of bag but they are primarily in Europe and recyclers in North America don’t find it viable at the moment due to the process complexity and the low price of oil which directly affects the price recyclers can get for the finish product.
We do have solutions for people that want to change the way they consume to reduce waste of packaging, however. We have an online store where we sell in all of our products in 1 kg bags, which significantly reduces packaging and resources. The second and the most “green” option is to form a buying club in which you can buy in big quantities and receive the products in bulk in their original cardboard boxes with liner bags and then split the quantities between yourself and the other members of the club.
We are always on the lookout for new packaging material and we hope that a better solution in on the horizon!
What is the best before date printed on the bags?
Our best before dates read as follow: year-month-day
Are your products organic?
All our products are certified organic by Ecocert Canada. http://www.ecocertcanada.com/
How do I store the products?
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 such as light, windows, etc. Nuts and seeds will last longer if they are kept in a sealed bag in the refrigerator or the freezer but can also be kept for couple of months in your pantry. Chia seeds do not need to be refrigerated. For further information, visit the page of the product itself for more details on storage.
Are your products gluten free?
All of our products are certified gluten free by the Gluten free certification organization (GFCO, http://www.gfco.org/)
Are your products sulfite free?
All of our products are certified organic. Therefore our products to not contain any sulfites of preservatives of any kind. Organic Canadian regulations does not permit sulfite use in organic certified products.
What is the shelf life guarantee of your products?
PRANA is committed to producing quality organic foods, only using the best fruits, nuts, seeds available. We guarantee a shelf life of at least 3 months.
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 but we cannot guarantee no traces of peanuts since some of our supplier and/or distributor may have them in the same establishment.
What is your return policy?
You can return an item for reimbursement within a delay of 1 week from the moment you receive your order. The product must not be opened. Please contact customer service at email@example.com with your order number. Please note we only reimburse and do not do exchanges.
After this time period, NO RETURNS and NO REIMBURSEMENT will be accepted on all our products due to several reasons: improper handling, possible tampering, quality, freshness and liability. We have no way of knowing what someone does with the product once it is out of our hands. Therefore we never accept returns to ensure your safety, and your privilege of getting the freshest and best quality products available.
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.
How much is shipping?
The cost of shipping is determined by the weight of your order, the destination and which service you select. To know the cost, please add the items into your basket, open your basket by clicking on the icon (top right) and where you will find the Estimate shipping tool. You can just enter your postal code and click on “Check Shipping”.
Did my order ship?
Orders usually ship between 24 and 48 hours after they were made. During sales, these delays can be extended as the volume of orders received is higher, but our team makes sure to not delay it by much. Once your order has been shipped, you will receive an email announcing that it is on its way. At the bottom of the email you will see a section with tracking numbers. These are the tracking numbers to track your order with the shipping service you selected during checkout (Canada Post or FedEx). Simply visit their site and enter the tracking number received.
You can also see the status of your order on our site in “Order history” You order has shipped once the status says Complete.
Do you ship outside of Canada?
We presently do not ship outside of Canada. We are working to soon offer other shipping destinations. We are excited to announce that we will be shipping to the US very shortly!
Can we pick up our online order at your office?
Our headquarters are not set up to serve pickup orders, all orders are shipped via Fedex or Canada Post.
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 actually arrives at its final destination. If within a 24h you do not have your package, 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. FedEx and sometimes Canada Post might leave packages in a safe, hidden place like on a side porch, behind your fence, in/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 firstname.lastname@example.org 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?
No, we are not equipped to handle transaction at our offices. All purchases need to be made online and will be shipped via Fedex or Canada Post.
What are the delays for delivery?
Our current delays can vary from 2-4 business days but we work as hard as possible to not go over. During sales, these delays can be extended as the volume of orders received is higher, but our team makes sure to not delay it by much.
Do you ship to multiple addresses?
Unfortunately at the moment, you can only ship your order to one address. For buying clubs, it is recommended that the person in charge of the group receives the order and then distributes among the members.
I’ve made a mistake on the shipping address. What can I do?
Please email customer service immediately (not more than 24hrs later) with your order number, full name and correct mailing address at email@example.com
Can I deliver to a P.O. Box?
Yes! We deliver to P.O. box with Canada Post only. Please note FedEx will not ship to a P.O. Box and your order will be returned to our warehouse if you choose FedEx as your delivery method.
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.
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.
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.
Are they kosher?
As the barks can have traces of dairy products, they cannot be certified kosher.
Why are the barks different sizes and some 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.
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. PRANA is not a certified vegan company.
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.
What does "Chocolatey Bark" mean, and does it contain artificial chocolate flavouring?
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 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.
Why do they contain 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!
Why does the ProactivChia contain soy?
During the manufacturing of the strain, cultures are required for development. These cultures used contain 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 evenly around the chia seed.
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 antioxydants 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 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.
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.
Why are some European Almonds bitter?
It is important to know that bitter almonds are perfectly safe despite their intense bitterness. Bitter almonds are a result of the almond growing method used in Spain and Italy. As opposed to the Californian growing method, European almonds are grown without irrigation for the most part, which makes them a very sustainable product but it also requires them to have a more hardy root stock that would be able to reach deep into the ground water. At times the root stock will produce fruit bearing shoots which are the source of the bitter almonds. The local farmers are continually pruning those shoots, but despite this effort, some bitter almonds occasionally get mixed with sweet almonds. This explains why it is normal to bite sometimes into a bitter almond.
Why is my nut butter so liquid?
The consistency of our butter is very smooth and more liquid than most nut butters. Nuts contained in it are carefully selected and roasted before transforming them into butter.
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 at low temperatures 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.
I’m new. How can I place my order?
Welcome! It’s very easy and quick to place your order online:
- Click on the Shop button 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 basket you can use the “estimate shipping” tool and add any discount codes. Once you’re done, you can proceed to checkout by clicking on the pink “Proceed to checkout”button.
- Fill each step in order and click on Next Step or Continue when asked to save the information entered.
- When you get to the final step of reviewing your order, you can do so by looking on the right side and click “Place order” once you’re ready to place the 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. Please carefully go through each step and make sure to click on Next Step or Continue when asked to save the information entered.
I forgot my password. How do I get a new one?
It’s easy! Simply click on login and just under the password box you’ll find “Forgot password”. Click on this and follow the steps. Your temporary password will be emailed to you. Check your SPAM as some times our emails are redirected.
If you didn’t receive an email within 30 minutes, please contact us via email with your email that is associated to your account and we will gladly look into the matter
Is this your first time placing an order on the new PRANA website? If yes, create a new account or use the Guest checkout to place your order since your account from the old website has not been transferred yet.