FIND THE ANSWER TO THE MOST COMMONLY ASKED QUESTIONS

FAQs

Account

It is very simple. Simply click here and create an account. You will also be assigned a sales team member to your account in case you have any queries.

After completing the registration process, you will gain access to the rates for the specific ingredients you are interested in. Additionally, you can request shipping quotes for your preferred location. When you proceed to the checkout page, you’ll have the option to accept the generated quote, which will then connect you with a Sales Representative for further assistance. The Sales Representative will contact you via email to discuss your order and address any queries you may have.

There are several benefits of ordering your natural ingredients online. Place your orders effortlessly through:

  • Updated pricing and stock updates, available 24/7
  • Live shipping quotes to anywhere in the USA and Canada.
  • Access to organized technical information about the product: Specification sheets, Flowcharts, etc.

In addition to the online experience, we will provide you with a designated account manager. Each order placed on the platform is personally handled by a human representative. They will contact you through the email you provided when placing your order, and will be available to assist you throughout important stages, including special requests or customization, documentation, and payment processing.

If you wish to delete your account, please reach out to us via email at contact@austerfoods.com.

You can try resetting your password here. In case you are still experiencing problems, please contact us at contact@austerfoods.com and we will help as fast as we can.

Quantity

  • Letter of Guarantee (Imported material and Non-Imported)
  • Specifications
  • Product Flowchart
  • Example of Typical Certificate of Analysis (example)
  • SDS/MSDS (material safety data sheet)
  • Allergen Statement or Advisory on Allergens
  • Nutritional in FDA-approved form
  • Recall Emergency Contact
  • Gluten-Free Statement
  • Organic Cert
  • NON-GMO Statement (included in specifications)
  • Halal Suitability Statement
  • Irradiation Statement
  • Vegetarian/Vegan and Animal Testing Statement
  • Preventative Action Plan and Control Measures to Avoid Pests
  • Supplier Review Process Statement

There are also a number of documents that are not available to download online, as they vary according to the lot available. You can request these documents from your sales representative:

  • Confirmation of FDA Registration
  • 3rd Party Audit
  • HACCP Flowchart
  • HACCP/FSMA Plan
  • RTE Statements
  • Third Party Audit Report & Certificate for each facility (GFSI or Global GAP if applicable) certificate (such as SQF, BRC, IFS, FSSC 22000, GLOBAL G.A.P., and BAP, and CanadaGAP)
  • Kosher Certificate
  • Halal Certificate
  • Organic Certificate
  • Certificate of Analysis (COA)
  • Copy of the label, including ingredient statement, package construction, and weight
  • Pest Control for each facility
  • Coding Information (explanation of production code) and Traceability Program

Contact your sales representative through the platform and request the documents you need. We will contact you within the next 48 hours.

The Specification Sheet contains general information about the ingredient, packaging, etc. This information can be found on the Product Profile Page. The Certificate of Analysis is not available on the platform. Please refer directly to your Sales Representative.

The Certificate of Analysis (COA) provides information specific to the Lot that will be delivered to you. It is usually composed by a third-party laboratory and provides key information, such as microanalyses, moisture levels, etc.

Due to the nature of lot-specific Certificates of Analysis (COA) and our dynamic inventory, we do not provide online access to COAs for the current inventory. If you require a specific COA, please reach out to your dedicated sales or customer service representative for assistance. They will be more than happy to provide you with the requested COA.

Yes. We are Certified Organic by CCOF (California Certified Organic Farmers), which is one of the top certifying agents in the United States. Please find the status and scope of our Organic Certificates here.

Yes. We can export Organic Products to most countries in the world. Furthermore, we are enrolled in the CCOF’s Global Market Access Program, which allows us to export organic products to countries that have a special regime, such as Canada, the EU, and Taiwan. Please visit here for more information on our enrollment in the National Organic Program and equivalences for foreign markets.

Yes. All plant products such as chia seeds and quinoa are personally inspected by a USDA APHIS official at our warehouse prior to shipping. The USDA then issues a phytosanitary certificate stating that the product is free from pests, in good condition, and suitable for human consumption.

We collaborate with warehouses that implement dedicated sections for allergen storage, ensuring strict separation policies. This practice is consistently applied to both organic and conventional products to maintain the highest standards of quality and safety.

Our entire product range is naturally gluten-free and undergoes rigorous testing to ensure compliance with FDA labeling regulations, with gluten levels consistently maintained below 20 parts per million.

Please refer to our Supplier Assessment section, where you can delve into our meticulous approach to qualifying both our factory partners as well as the warehouses we work with.

In addition, we provide a comprehensive set of QA/QC documents for each ingredient listing. Rest assured, all documents are fully downloadable, allowing you to access them with ease.

Ordering

Yes. You can request samples in the Cart page, before the Checkout. Please click on the checkbox “Send me product samples” and our Team will arrange them.

Samples themselves are free of charge, but note we do request the recipient to pay for a fixed shipping fee to your location. Samples can be ordered and paid for through our website. Our default sample size is 1 pound (434 grams).

Note that in some exceptional cases, product samples might not be available. This is due to the fact that some warehouses are not equipped to handle samples or cartons individually, only pallet orders.

Please review section #16 of our Terms and Conditions for further information about our Samples policy.

Minimum Order Quantities (MOQ) vary according to the product. For example, Nuts, Seeds, and Grains have a MOQ of 2204 Lbs (1000 kg = 1 full pallet), while other ingredients require a minimum of 1100 Lbs. Please refer to the ingredient listing for more information on the MOQ.

The “Lead Time” (Order Processing Time) is the amount of time it takes for us to prepare your order for shipping from the moment the Purchase Order is paid. Items in stock in the US will typically be shipped within 2–4 business days if the item is in stock. The lead time for ingredients that have yet to be packed, as well as international orders, can take as long as two weeks.

Customization of labels and/or packaging is only available for truckload or container orders. Please contact us at contact@austerfoods.com to get more information.
We do not offer private label, co-packing services, or retail formats. We can only offer single ingredients in bulk formats. However, please contact our team by submitting a query on our contact page here. We might be able to recommend companies that could help you.
While we strongly recommend customers to utilize the platform for placing their orders, as it offers a straightforward and efficient method to access updated prices and technical information, we also acknowledge that Purchase Orders sent via email are accepted. This ensures that you have the flexibility to submit your orders through either channel.

Yes! Our platform includes our most popular products, but we also source new products on demand. Please submit a Request for Quote and a Sales Representative will contact you shortly.

The platform currently provides two status options: “In Stock” or “Out of Stock.” Unfortunately, we do not yet have the capability to display real-time availability of specific ingredient volumes. However, we are actively working towards implementing this feature in the near future. To obtain more detailed information regarding the quantities available, we kindly request you to reach out to your dedicated sales representative.

If you would like to cancel or change your order, please contact us as soon as possible. We will do everything we can to accommodate your request. However, if our team notes the order is already prepared (palletized and/or labeled) at the warehouse, they will be unable to cancel, revise, or recall it.

If the cancellation is possible, we will issue a refund minus processing fees, handling, and packaging costs (if any) within 10 business days after our cancellation confirmation by email. Refunds will be issued in the same method of payment as the original payment.

Due to the size and nature of bulk products, they are non-refundable, and we are unable to accept returns unless the goods present proven damages or quality problems. Please review the Terms and Conditions for further information.

The reason for this policy is that, unlike retail-packed products, bulk products’ packaging is relatively permeable and subject to elements such as temperature and moisture levels.

To guarantee freshness, all our products are stored in professional refrigerated warehouses. Certified Organic products are also stored in a separate area to avoid commingling.

Once the order leaves our premises, we are not able to control the conditions in which the product will be stored and handled, making it subject to potential damage or contamination. This is why returns are not allowed, with the exception of certain cases.

Payment

The platform is a tool to facilitate customers with all the necessary information to make an informed decision and place a Purchase Order (PO) if they so desire. The system allows you to get a quotation for the ingredients and freight rates to your designated location. You can accept this quote, which will put you in direct contact with a Sales Representative. Note that accepting a quotation does not imply placing a formal Purchase Order (PO) to Auster Foods LLC. All formal POs issued to Auster Foods should be confirmed with your Sales Representative.

Currently, the platform does not process payments, which are completed outside the platform with the guidance of your assigned Sales Representative.

This is how it works: Once you click on the “Accept Quote & Contact Sales Rep” button, an email will be sent to a Sales Representative who will contact you directly via email to process the remaining details of the order, as well as respond to further questions.

Finally, your Sales Representative will send you the payment details. We accept all major credit cards (Visa, MasterCard, American Express, Discover), ACH, or Wire. For certain larger/regular customers, we also offer payment terms NET30.

  1. Initial Prepayment: To begin, we kindly request that the first four orders be prepaid.
  2. Credit Terms Sheet: After the initial prepayment, we will ask you to complete a Credit Terms Sheet. This form includes company information, bank account details, and commercial references.
  3. Credit Report: Based on the information provided in the Credit Terms Sheet, we will conduct a credit report evaluation.
  4. Credit Terms Approval: Once we have assessed the credit report, we will determine the appropriate credit terms for your company, provided that a positive credit score is obtained.

Rest assured that this process is in place to ensure transparency and establish a mutually beneficial working relationship.

Logistics

  • Pickup at our warehouses
  • Road Transport (LTL, FTL)
  • Sea Transport (LCL, FCL)
  • Air Transport
Yes. You can schedule a warehouse pickup by selecting the “Warehouse pickup” option during checkout. For customers outside of the USA and Canada, currently the only option offered by the website is “Warehouse pickup”. You may contact your Sales Representative to arrange the freight to Mexico or overseas. After your order has been received, you will receive an email with the following information:
  1. Delivery Order (Release number)
  2. Warehouse address
  3. Pickup instructions
  4. Dimensions and Gross Weight of the pallets
Steps to complete the pickup at the warehouse:
  1. You would need to schedule an appointment with us at least 48 hours prior to the scheduled date.
  2. An email will be sent to you confirming the pickup appointment.
  3. Once the pickup is confirmed, you may proceed to send us a copy of the Bill of Lading (BOL). Make sure the Delivery Order (Release number) shows in the body of the BOL; otherwise, the warehouse will not release the goods to the transport.
  4. Lastly, 5 business days after the pickup, you should receive an email with a copy of the signed BOL, including the PRO Number (Tracking #) for your shipment.
Warehouse Rush Fees: While the warehouse pickup is free, extra fees may be charged in the following cases:
  • Same-day pickup request: USD 250
  • Next-day pickup request: USD 125
If you encounter an issue related to damages during transport, or pertaining to the quality or quantity of the ingredient, please refer to the Terms and Conditions associated with your order for more information. Please make sure you particularly review the “Responsibilities upon reception” section. Secondly, please reach out to your assigned Sales Representative for more details on your order preparation.
Auster Foods ensures that all orders shipped by us are covered by comprehensive insurance policies to safeguard against any unforeseen events or incidents that may occur during transportation.
Unfortunately, we do not offer expedited options. However, we can offer “Guaranteed Delivery.” This is a service provided by freight carriers that ensures your shipment will be delivered exactly when you specify. Guaranteed Deliveries are always more expensive than standard delivery.
The shipping terms depend on whether the order will be shipped within the USA or internationally:
  • Orders within the USA = DDP: We operate from different warehouses nationwide. We will take care of the delivery to your address or warehouse with our trusted logistic providers. Pick-ups by the consignee or a third party are also allowed.
  • International Orders = CIF or CIP: To guarantee efficient coordination of the supply chain, international orders are sold on CIF (Sea) or CIP (Road) basis only. Other terms such as EXW, FOB, or DDP are not allowed unless we agree to do it.
In the event that you were unable to make your scheduled pick up, you can arrange a new appointment at a time that suits you by contacting your Sales Representative. Kindly note that our third-party warehouses may have missed appointment fees, which customers are responsible for covering.
The set of documents depends on whether this is a domestic sale or an export. Orders within the USA:
  • Specification Sheets
  • Production Flowchart
  • Certificate of Analysis (COA)
  • Packing slip
  • Signed Bill of Lading (BOL), including the PRO# (Tracking #)
  • Insurance policy (for orders shipped by us)
International Orders:
  • Specification Sheets
  • Production Flowchart
  • Certificate of Analysis (COA)
  • Bill of Lading (BOL) or AirWay Bill (AWB)
  • Export Invoice
  • Packing List
  • Insurance policy
  • Organic export certificate
  • Phytosanitary (Optional)
The following documents will not be provided by Auster Foods, unless agreed:
  • Certificate of Origin
  • Legalizations by Chambers of Commerce, Embassies or Consulates
  • Certificates of Free Sale
  • Fumigation Certificates (available for Truckload or Container orders only)