Covid- 19 Information | Whole Earth Provision Co.
Covid-19 Information

Dear Customer,
First and foremost, we deeply appreciate you taking the time to visit our online store.

We want you to know that in addition to our customer service staff working remotely, we are experiencing higher than normal volume — please bear with us as there may be times when we're a bit backed up.
Be assured we’re working hard to fill your orders and respond to your emails in a timely manner. Our knowledgeable customer service team is focused on answering your questions as quickly as possible. At this time, during the business week, you can expect a response within 48 hours. We apologize for any delays and sincerely appreciate your patience.

Thank you for taking advantage of our online store at this time.
Be safe. Be well.
— Your friends at Whole Earth

 

STORE INFORMATION

 

Q: Are your retail stores open?

A: Yes! All 7 Whole Earth stores are open! (view locations and hours). Please note, we will be requiring customers and employees to follow the protocols below:

• Wear a face covering (over nose and mouth)

• Sanitize hands upon entry

• Maintain 6ft distancing

 

Q: Will you be accepting cash or checks at your retail stores?

A: At this time, Whole Earth is not accepting cash or checks as forms of payment. We apologize for any inconvenience this causes.

 

Q: Is Whole Earth Provision Co. following the State's guidelines for health and safety?

A: Yes; your health and that of our employees is our top priority. We've implemented state-mandated guidelines along with many best practices observed in other retail environments. For more details about what a visit to Whole Earth will look like, please visit our blog post.

 

 

ONLINE ORDERS

 

Q: Are you still fulfilling online orders?

A: Yes! Our folks are still working diligently to process online orders, but for the safety of our staff, we've limited the number of people processing orders. As soon as your order is placed, you will receive an email titled "Thank You for Your Whole Earth Provision Co. Order" - be sure to check your spam folder if you don't see this email.

 

Q: Are you experiencing any fulfillment delays?

A: We do have limited staff, but we're making every effort to fulfill orders in a timely manner. Most of our orders are still being processed within 5-7 days but as volume increases, it could take us a couple of extra days.

 

Q: How will I know when my order has been processed?

A: Keep an eye out for an email titled "Your Whole Earth Provision Co. Order is on its way!". This email contains your shipping confirmation. You will also receive emails directly from UPS Quantum View with tracking information.

 

 

SHIPPING INFORMATION

 

Q: What shipping method will you use?

A: UPS is our partnered service provider. For Standard Ground shipping, we use UPS SurePost (UPS + USPS final delivery) and UPS Ground. For Express, we use UPS 2nd Day Air.

 

Q: Should I expect shipping to be delayed?

A: UPS remains committed to providing timely and reliable service but is experiencing service impacts related to Coronavirus. This could delay delivery. Effective March 26, 2020, and until further notice, UPS has suspended the UPS Service Guarantee - this means services like 2nd Day Air are no longer guaranteed two-day delivery.

 

Q: In addition to my "Your Whole Earth Provision Co. Order is on its way!" email from Whole Earth, I received multiple emails from UPS Quantum View with different tracking numbers - why is that?

A: We fulfill all web orders out of our Texas retail stores. Although we do our best to consolidate shipments, it’s possible that multi-item orders can not be fulfilled from one location in one shipment.

 

Q: My shipping address was entered incorrectly. Can you update it?

A: Possibly. We only have the ability to update an address before UPS takes possession. After it's been picked up by UPS, our only option is Return to Sender. Please let us know ASAP if you see an error in your shipping address.

 

Q: Do you ship to Alaska or Hawaii?

A: At this time, we do not ship to Alaska or Hawaii. We apologize for any inconvenience.

 

 

RETURNS & EXCHANGES

 

Q: Are you still accepting returns?

A: Yes! We can issue a Return Authorization for returns and exchanges on full-price items purchased at Whole Earth's online or retail stores for up to 1 year from the date of purchase as long as they meet our return requirements. For more information, check out our Return & Exchange Policies page. If you're local, you may also visit one of our retail stores. Please note, if you do choose to return items in-store, we will be requiring customers and employees to follow the protocols below:

• Wear a face covering (over nose and mouth)

• Sanitize hands upon entry

• Maintain 6ft distancing

 

Q: Can I return or exchange items I purchased on sale?

A: All sales are final on Sale Items meaning they're not eligible for returns or exchanges. Please be 100% confident in your selection of sale items before purchase.

 

Q: I see that you offer prepaid UPS return labels via email, but I don't have a printer. Can you help?

A: If you're unable to print your return label, we can mail you a label via USPS.

 

Q: When will I be reimbursed for my return?

A: Due to limited staffing and current shelter-in-place policies, inbound returns are currently only being processed once a week. As soon as this is done, we will email you the return receipt as confirmation that we have received and processed your return. We apologize for any delays.

 

.

CURBSIDE PICKUP

 

Q: Can I place an order online and pick it up at your store?

A: Yes — Whole Earth is now offering free Curbside Pickup for items purchased online!

 

Q: Is Whole Earth Provision Co. following the State's guidelines for retail to-go business?

A: Yes; your health and that of our employees is our top priority. Our employees will be screened for wellness before starting their shift, will wear masks while processing any Curbside Pickup orders, and will wash their hands and sanitize surfaces you may come into contact with before and after each Curbside Pickup.

 

Q: Some items are not available at my chosen store — can I have them transfered from another location?

A: At this time we have suspended our semi-weekly transport between stores and cannot accommodate customer transfers.

 

Q: I saw something in your store but it's not available for sale online — how can I buy it?

A: While we are working diligently to get all of our unique products online and available for sale, we're not quite there yet. Unfortunately, we are unable to fulfill phone orders for those items at this time.

 

Q: I'm buying something large — can you help me get it into my vehicle?

A: If you don't have someone you've been sheltering in place with to help, our staff is happy to load product into your vehicle while maintaining proper physical distance from you.

 

Q: How will I know when my order is ready for pickup?

A: You will receive a "Your Whole Earth Provision Order is Ready for Pickup" email indicating that your order has been processed and is ready for pickup. Please follow the pickup instructions in this email.

 

Q: What are your Curbside Pickup hours?

A: After receiving your "Your Whole Earth Provision Order is Ready for Pickup" email, you may pick up items Monday-Saturday between 11 AM - 5:30 PM and Sunday 12 - 5:30 PM.

 

Q: Can I return or exchange items at the store where I picked up my order?

A: Yes. If you do choose to return items in-store, please note that we will be requiring customers and employees to follow the protocols below:

• Wear a face covering (over nose and mouth)

• Sanitize hands upon entry

• Maintain 6ft distancing

 

 


FREE SHIPPING* ON ORDERS OVER $75.00
My Bag (0)
Menu