FAQ
Frequently Asked Questions
We’ve gathered answers to some of the most common questions about Onatru Foods — from
sourcing and shipping, to returns, wholesale, and customer support.
Ordering & Products
What types of products does Onatru Foods offer?
What types of products does Onatru Foods offer?
We specialize in premium meats, seafood, cheeses, Italian imports, pantry staples, and specialty foods — sourced from trusted suppliers and shipped with care.
Do you sell to both home chefs and businesses?
Do you sell to both home chefs and businesses?
Yes! We serve home chefs nationwide with direct shipping, and we also work closely with chefs, restaurants, and hospitality groups.
Are your products fresh or frozen?
Are your products fresh or frozen?
Many items, such as seafood, meats, and cheeses, are shipped fresh, while others may be shipped frozen or shelf-stable depending on the product type. Product details are always listed on the item page.
Where do your products come from?
Where do your products come from?
• Seafood: Our fresh and frozen seafood is sourced directly from our partners at Down East Seafood in Hunts Point, known for exceptional quality and rigorous food safety standards.
• Specialty Products: We work with elite New York–based specialty distributors to source a majority of our items. These partners operate under strict HACCP guidelines and maintain a 99.9% food safety rating.
• Imports & Specialty: We also bring in carefully selected Italian imports, charcuterie, oils, and pantry staples from long-standing supplier relationships.
Shipping & Delivery
Where does Onatru Foods ship?
Where does Onatru Foods ship?
We currently ship nationwide within the United States. Perishable products are shipped via overnight or 2-day service, while non-perishable items may ship ground.
How are perishable items shipped?
How are perishable items shipped?
Perishable products are carefully packed in insulated boxes with gel packs or dry ice to maintain safe temperatures during transit.
When will my order ship?
When will my order ship?
Orders are typically processed within 1–2 business days. Perishable orders are shipped. Monday through Thursday to avoid weekend delays.
How much does shipping cost?
How much does shipping cost?
Shipping rates are calculated at checkout based on your location, order size, and product type.
Returns & Refunds
Can I return my order?
Can I return my order?
Non-perishable items may be returned within 30 days if unopened and unused. Fresh and perishable items (meat, seafood, cheese, dairy, produce) are final sale and non-returnable for food safety reasons.
What if my order arrives damaged or spoiled?
What if my order arrives damaged or spoiled?
Please contact us within 24 hours of delivery with photos of the product and packaging. We’ll arrange a replacement, store credit, or refund at our discretion.
Do you cover return shipping?
Do you cover return shipping?
Customers are responsible for return shipping on eligible items unless the product was defective, incorrect, or damaged upon arrival.
Payments & Accounts
What payment methods do you accept?
What payment methods do you accept?
We accept all major credit cards, debit cards, and secure checkout options.
Do I need an account to order?
Do I need an account to order?
You can checkout as a guest, but creating an account allows you to save order history, track shipments, and access wholesale features when available.
Do you offer wholesale accounts?
Do you offer wholesale accounts?
Wholesale is coming soon! In the meantime, please inquire directly for more details and bulk purchase options. Our team is happy to assist restaurants, hotels, caterers, and other businesses with large orders.
Customer Support
How can I contact Onatru Foods?
How can I contact Onatru Foods?
Email: Info@Onatru.com
Phone: (646) 945-3205
Our support team is available:
Monday – Friday:
9:00 AM – 5:00 PM EST
Saturday: Closed, but we’ll respond to calls and texts as availability allows
Sunday: 2:00 PM – 5:00 PM EST
