Question 1

How long will it take to receive my order?

Accepted Answer

Orders are typically prepared within 1–2 business days.Once your order has shipped, delivery times vary depending on your location and the shipping service selected at checkout. You’ll receive a confirmation email with tracking information as soon as your order is on its way.For pickup orders, you’ll receive an email as soon as your order is ready for collection, typically within 1–2 business days.International delivery times may vary depending on the destination and customs processing.

Question 2

How can I track my order?

Accepted Answer

You can easily track your order through our chatbot. 💬Simply click “Track” in the chatbot menu, then choose “Tracking Number” or “Order Number” and enter your information to view your order status.

Question 3

Do you offer free shipping?

Accepted Answer

Do you offer free shipping?Yes! We offer free shipping on orders of $80 CAD or more before taxes within Quebec and Ontario, on our regular formats.For orders under $80, shipping costs are calculated automatically at checkout.For all other Canadian provinces and territories, shipping options and rates are calculated at checkout based on your destination.Why isn’t shipping included in the product price?We believe in transparent and fair pricing.Keeping shipping separate allows us to maintain fair product prices without building delivery costs into every item.How is my order shipped?We ship across Canada 🇨🇦

Question 4

Do you ship internationally?

Accepted Answer

Yes! We offer international shipping from Montreal.Shipping rates and available delivery options are calculated at checkout based on your destination.Please note that international orders may be subject to customs duties, taxes or import fees depending on the destination. These charges, when applicable, are the responsibility of the customer.Delivery times may vary depending on the destination and shipping service selected.

Question 5

I never got my order, what to do?

Accepted Answer

Please make sure to track your order using our Tracking page. If you need assistance with lost or stolen packages, you can contact us at contact@okassava.com or use the chat option.

Question 6

I received an incorrect or incomplete order. What should I do?

Accepted Answer

We’re sorry about that! Your satisfaction is important to us. 💛If an item is missing or incorrect, please contact us as soon as possible with your order number and details of the issue. We’ll make it right at no additional cost to you.If you received an extra item by mistake, there’s no need to return it, consider it a little gift from us. 🎁Need help? Our team is always happy to assist. Feel free to reach out and we’ll take care of you.

Question 7

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 8

Are your products gluten-free ?

Accepted Answer

Yes! Our products are made with naturally gluten-free ingredients, including cassava, and are a delicious option for anyone looking to add more gluten-free choices to their meals.If you have celiac disease or a severe gluten sensitivity, we recommend reviewing the ingredient and allergen information on each product before purchasing.

Question 9

Are your blends dairy-free?

Accepted Answer

Our crepes and waffles mixes are dairy-free and also gluten-free!

Question 10

Are your products made from plant-based ingredients?

Accepted Answer

Yes, our products are plant-based. They are made from cassava, a root vegetable, making them suitable for vegans and vegetarians.

Question 11

Are your products organic?

Accepted Answer

Yes, our products are made with organic ingredients. While we do not yet have official certification, we are actively working towards it. As a small business just starting out, the certification process can be costly, but we are committed to meeting these standards and look forward to offering certified organic products in the future.

Question 12

Are your products certified kosher?

Accepted Answer

Not yet. Our products are not currently certified kosher.While our products do not contain animal or dairy ingredients, we are actively exploring kosher certification as O’Kassava continues to grow.

Question 13

What is Premium Attiéké and how is it different?

Accepted Answer

Premium Attiéké or Abodjoma is a top-quality version of attiéké made from carefully selected cassava. It has a finer, fluffier texture and a milder, more delicate flavor thanks to a longer fermentation process.

Question 14

Are your products gluten-free?

Accepted Answer

Yes! Our products are made with gluten-free ingredients, including cassava.While our products are not currently certified gluten-free, we are actively exploring certification as O’Kassava continues to grow.If you have celiac disease or a severe gluten sensitivity, we recommend reviewing the ingredient and allergen information on each product before purchasing.

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