FREQUENTLY ASKED QUESTIONS
Q: I forgot my password, how do I get a new one?
A: Click on "I forgot my password” on the Customer Login page to enter your username/email address and we will send you a reset link right to your inbox.
Q: What methods of payment do you accept?
A: Through our secured payment page, you can pay for your order using Visa and Mastercard.
Q: Is it safe to order online?
A: Because we value your privacy, we use Secure Socket Later (SSL) encryption to protect the security of your credit card information. You may have noticed a closed lock icon in the browser before the link of our website in your browser. This icon indicates that all information you provide to us is stored on our secure server.
Q: Do you ship outside of Canada and the USA?
A: We currently only ship within Canada and the USA.
Q: How are your products packaged?
A: Our products are packed in BPA-free resealable bags. The sizes of these bags vary per product. They are #7 recyclable.
Q: What is your return policy?
A: Returns are applicable within 14 days of purchase. Please refer to our Return Policy page for more details.
Q: Where can I find the lot number?
A: The lot number of a product can be found on the back of the bag. It will be at the top or the bottom, depending on the product.
Q: How shall I store my products?
A: You can find practical storage tips on every product page, under the section "Product Description". As a general rule for nuts and dried fruits, extend their shelf life by placing them in the refrigerator, or keep them in a cool and dry place.
Q: Who is your organic certifier?
A: All of our organic products are certified by the reputable certification body Ecocert.
Q: Who is your kosher certifier?
A: Most of our products are certified kosher by the certification body COR.
Q: I want to know the country of origin of a specific product, how can I get this information?
A: Indication of the country of origin can be found on each product page.
Q: Will my chocolate products arrive safely during warm weather months?
A: Some of our products do contain chocolate, which can melt in the summer months. However, because they’re found in our delicious snack mixes, they will simply coat the other ingredients, and be just as delicious to eat!
Q: Are your products peanut-free?
Elan products are not certified peanut-free. However, all Elan bags are packaged on their own production line and in their own disclosed area of our facility, so the risk of cross-contamination with our products that do contain peanuts is very low.
Q: If I have a business inquiry, where can I send my request?
If you are a business looking to partner with Elan as a store, distributor or supplier, you can send your inquiry to firstname.lastname@example.org. We will need the following information:
Company phone number:
Website (if applicable):
Details of inquiry: