Frequently Asked Questions
General
Free From Market is a purpose-driven ecommerce site that makes it simple to find the groceries you and your family need to manage chronic health conditions. You can search and filter products by categories, ingredients, allergens, certifications and more! Your order will then be shipped directly to your home.
Unlike your local market, you can shop on FreeFromMarket.com 24 hours a day, 7 days a week!
Of course! This isn’t a secret club, and we love it when our community helps spread the word.
Shopping & Ordering:
After you log into your account, in the left column you can search by keyword or use the different filters. For example, you can look for products by category (e.g., fruits & vegetables, snacks), ingredients / allergens (e.g., peanut-free, milk-free), and certifications (e.g., vegan, gluten-free, non-GMO).
Since a lot of people need to avoid specific ingredients and allergens, we’ve added allergen icons to make it easier to see which products do not include those ingredients. For example, the yellow icon of an egg with a line through it means the product does not contain any eggs. We try to be extra conservative when it comes to food allergies, so if the label says the product was made in a facility that has eggs, we will not include the egg icon on that product. However, we strongly recommend that you always read every label on each product you order.
Offering bulk items helps keep the prices down and lets you stock up your kitchen. If you’re ordering on Free From Market each month, it allows you to order different bulk items each time. We’ll also be adding more and more individual items over time.
Free From Market was built for YOU, so we definitely want to hear about any products or brands which you’d like to see on the site. You can give us your suggestions here.
If you were referred to Free From Market by your physician, insurance company, or one of Free From Market’s partners, you’ll see a monthly credit automatically displayed on your shopping cart icon. Whenever you add a product to your cart, your available credit will get reduced by the price of that product. At the beginning of each month, you’ll get a new credit. However, any unused credits from prior months do not roll over to the current month. You can only use your credit once per month, so if you’d like to shop again during the same month you’ll need to pay with a credit or debit card.
Yes, you can! People love finding their groceries on Free From Market, so it’s no problem if you want to purchase beyond your monthly credit. On the checkout page, you’ll simply use your credit or debit card to pay for any amount above your credit.
After you’re done shopping, click on the cart icon in the top right-hand of the page to review your order. You’ll then click the “Update Order” button to be taken to the checkout page where you enter your payment info and confirm your mailing address. You’ll also need to read the consent language and check the box before you can click the “Place Order” button. And that’s it! We’ll email you when your order has shipped along with tracking information.
Shipping & Delivery:
We ship your order through UPS. Depending on the size of the order, it can come in multiple boxes that don’t all arrive on the same day. You will typically receive your order within 3 – 7 business days.
All orders are shipped. You already have enough to do, so we’ll deliver your groceries right to you.
First off, we’re very sorry if any items were damaged during shipment. Please take a photo of the product(s) and attach the pics in an email to he**@fr************.com to let us know.
We’re unable to handle returns or make exchanges, so please double check your cart before you place an order. We’re constantly trying to improve the site, so please send a note to he**@fr************.com to let us know why you didn’t like something in particular.
Again, we’re really sorry if something was missing. Your order was packed by good-hearted humans, not robots, but sometimes mistakes happen. Please email us at he**@fr************.com and include your name and the date you placed your order.
Please take a picture of what was received and email he**@fr************.com. We ask that if you cannot safely consume a product, please pay it forward and donate to a local pantry.
