FAQ

SHIPPING

What are your shipping options?

Standard Shipping

Do you offer expedited shipping?

Not at this time.

How can I track my package?

You should have received an email with tracking, please check your spam folder if you haven’t received it. You can also log into your account for more information. If you need further assistance, please email us at hello@itsreimaginefoods.com.

How long does it take for my item to ship?

Orders take up to 2-3 days for processing and up to 5 days for domestic shipping. International shipments vary based on the shipping method chosen. Please note that these shipping times may differ depending upon the current service times of 3rd party shippers.

We are not responsible for shipments that are delayed or returned as a result of incorrect or incomplete shipping information, failed delivery attempts, and/or unclaimed packages

Due to Covid 19 our shipping team has been experiencing delays from 1-3 days. The situation changes day by day, however not all orders are delayed.

Carriers (like UPS, USPS, DHL) are also experiencing delays as they see increases in volume of orders and decreases of employees. We will monitor shipments and do our best to alert customers of any delays.

What are the shipping charges?

$4 flat rate shipping in the US for 2 and 4 pack, free shipping in the US for 6 pack. $20 flat rate shipping internationally.

Can I order these products if I live outside of the US?

Yes.

Which countries do you ship to?

For our launch, we're mainly focused on shipping in the US, however we are offering international shipping. As we grow and figure out where the most international shipping interest is, we hope to secure more competitive shipping rates!

Will I be charged duty/tax fees if I am shipping outside of the US?

Orders shipped outside the US (e.g. Canada, Central & South America, etc.) may be liable to customs charges. Unfortunately we cannot predict or prevent this fee and the customer is responsible for all customs fees and/or taxes.

What is the environmental footprint of the shipping process?

We are a new brand serving our community. We believe in getting good food into your hands, with sustainable packaging and shipping materials. We use 100% recyclable paper materials from 100% recycled material.

What is the packaging? Is it sustainable? Can I compost it or use it for anything else?

Our pancake box is 100% recyclable AND made from 100% recycled fiber that has been diverted from the waste stream FSC Certified. Printed with easily recycled, biodegradable soy ink. We are working hard on moving towards compostable packaging. Learn more here.

Can I recycle this packaging?

Yes! This box is 100% recyclable AND made from 100% recycled fiber that has been diverted from the waste stream FSC Certified. Printed with easily recycled, biodegradable soy ink.

 

ORDERS

Can I edit or cancel my order once it’s been placed?

We cannot cancel an order once it has been shipped, but if you need to make a correction contact us right away at hello@itsreimaginefoods.com and we will take care of any edits. If you are a subscriber and want to change your next shipment, please update your subscription preferences by clicking “Manage Subscriptions” from your account.

My package is missing!

Contact us, we’re here to help! Please email us at hello@itsreimaginefoods.com for assistance.

 

RETURNS

I received a defective item, what should I do?

Contact us, we’re here to help! Please email us at hello@itsreimaginefoods.com for assistance.

What is your return policy?

To be eligible for a return, items must be unused and in the same condition that you received it. Your item must be in the original packaging. If you have purchased a product that is opened and you are unhappy with it, please email us at hello@itsreimaginefoods.com for assistance.

 

PRODUCT

Are the ingredients organic?

YES, we pride ourselves on using certified organic ingredients. Organic certification for the finished product takes time, however we are working hard to acquire this certification. Look for it on our packaging soon!

Is this sugar free?

There is no “added sugar” in this product. There is naturally occurring sugar in bananas and oats! Please check the nutritional panel for more details.

How were the ingredients selected?

We choose our ingredients very carefully, with a lot of attention paid to organic certified and sustainably sourced ingredients. We utilize our combined 15+ years of experience in the food world to work hard to bring only the best to the table. From there, both Rachel and her audience chimed in to make some of the final decisions. Sugar or no sugar (even if it was maple or coconut!)? Natural flavorings or not? Chickpea or pea protein? We had many iterations of the pancake mix until we landed on just the right balance between taste, texture, ingredients, and value.

Where are the ingredients sourced from or grown?

Most of our ingredients are sourced from within the United States. Learn more on our website at www.eatfamilyfoods.com.

Are the ingredients sustainable?

We prioritize and work with regenerative farming, and do our utmost to buy our ingredients local to where we are, making production and shipping as sustainable as possible. We are proud to say that most of our ingredients are domestically sourced.

Is this gluten free?

Yes. (Oat and chickpea flour specifically: both products are under the supervision of the Gluten-Free Certification Organization (GFCO). These products are certified gluten-free (to 10 ppm gluten or less), in accordance with the standards set by the GFCO.

Is this dairy free?

Yes.

Is this soy free?

Yes.

Is this nut free?

Yes.

Is this Non-GMO?

Yes.

Is this preservative free?

Yes.

Is this vegan?

Yes.

What is the protein content of your products?

Our pancake mix contains 6g of protein per serving.

What allergens are in your facility?

Soy, milk, eggs, peanuts, and other tree nuts.

Is this product safe if I have an allergy or food sensitivity?

All of our ingredients are free of the “Big 8” allergens. Our facility has strict cross-contamination processes in place to control allergen cross-contamination, however, for those with extreme sensitivities or allergies, it’s best to consult with your physician.

How many pancakes does this box make?

Approximately 18

How much banana bread does this box make?

1 full loaf - 9x3.5” pan

What is the shelf life of this product?

18 months, please see the back of the box for the Best By date.

How should I read the best by date and package date?

Please see the back of the box at the bottom. The date should be read as follows: DD/MM/YY

Is your serving size a dry measurement?

Yes.

How do I store this product?

Once opened, reseal and keep in the pantry or fridge and use by the best-by date on the back of the box.

Where are Fämily Foods products made?

California

What are the nutritional facts/ingredients?

Organic Oat Flour, Organic Chickpea Flour, Organic Chia Seed Powder, Organic Banana Powder, Baking Powder (Sodium Acid Pyrophosphate, Baking Soda, Monocalcium Phosphate), Salt, Baking Soda.

 

SUBSCRIPTIONS

Is there a minimum commitment for a subscription?

Yes, in order to receive the 5% discount you must commit to at least 3 deliveries.

A subscription is the most flexible and convenient way to get your Fämily Foods Pancake and Baking Mix delivered to you. Simply select the “Subscribe & Save” option when you add to cart and make the most of these great benefits:

You’ll get our lowest rate guaranteed — 5% of every order, every month!

Select the number of boxes that fits your monthly usage and never run out!

Earn rewards points for every purchase and collect credits for every friend you invite

Can I skip a month?

Yes! Simply login to your account at www.eatfamilyfoods.com to pause or your subscription.

How do I cancel my subscription?

We require a minimum of 3 shipments before you can cancel your membership. After the required minimum of 3 shipments, you can cancel your subscription by contacting our support team at hello@itsreimaginefoods.com. If you want to cancel before the 3 months have passed, please reach out to us as we are here to help and will always do what’s in our power to find a solution that works for you!

How do I update my subscription billing and/or shipping information?

You guessed it! Log in to your www.eatfamilyfoods.com account to manage this information as well.

For more information, please see Subscription FAQs.

 

CO-CREATION

You mentioned Co-Creation - what does that mean?

Fämily Foods Pancake and Baking Mix was a labor of love between Rachel Brathen (Yoga Girl), Reimagine Foods, and 2.1 million people. We took Rachel’s love of simplifying healthy staples and brought ideas to life by asking you, her audience, what you love and what you want in the foods we dream up. Fast forward and here we are, delivering the pancake of your dreams with no yucky stuff. If you have more questions or want to get in on this conversation, please head over to the Fämily Foods website and let us know your thoughts. We take customer feedback very seriously as it helps us grow and gives us direction.

Who is Reimagine Foods?

Reimagine Foods is a growing family of brands, guided by communities and thought leaders to drive innovation in plant-based foods.

How is Yoga Girl involved in the creation of these food products?

Rachel Brathen, aka Yoga Girl, was involved in the co-creation of these products from day one. From ideas to ingredients she was an integral part of the creation team. We then polled all of you for what was most important to each of you. From allergen concerns, ingredients, certification standards, nutrition, and beyond - together we created the pancake of your dreams.

How is Rachel involved in the creation of these food products?

More specifically, Rachel dedicated herself and her family (sorry Dennis!)  to tasting and testing round after round of pancake recipes to help us all make sure we got the most consistent tasting, vegan, highly nutritious pancake possible.

 

PRODUCT LINE

Why pancakes?

For Rachel and her family, pancakes are one of the most made staples for their plant-based family. For our mix, specifically, it is highly nutritious - we made a beloved staple good for you, sugar free, and versatile. We wanted to create an affordable, accessible staple that you can rely on for years to come. When time is tight, we want you to be able to reach for an easy, ready-to-go meal for your family, and want to make sure you’re receiving well-rounded nutrition.

Can I use this pancake mix for other baking?

Yes! Have a look at the back of the box for our delicious banana bread recipe! You can also use it to make waffles and Swedish Pancakes. We are currently testing new ways to use this mix - but if you test one yourself that you love - please feel free to share by tagging @eatfamilyfoods on Instagram, or send us an email (and photo if you like!) with your recipe to hello@itsreimaginefoods.com . With your permission, we’d love to include your recipes on our channels.

Do you have a list of recipes I can use for baking with the pancake mix?

Yes! Please see our Recipes page for more ideas and information.

Will there be other food products available?

Yes, we already have more products in the works! Stay tuned on Instagram or sign up for our newsletter over on Fämily Foods and be the first to know about our next pantry staple. We believe in co-creation, join the conversation @eatfamilyfoods.

 

PURCHASING

Can I purchase items wholesale?

Please email us at hello@itsreimaginefoods.com if you are interested in placing a wholesale order. We will be in touch when we are ready to connect!

What methods of payment do you accept?

Credit and debit card payments, as well as Paypal. Subscribers can also use Google and Apple Pay.

Is the credit card information I submit secure?

Yes. Please see our Terms and Conditions for more information.

Will I be charged sales tax for my order?

No.

How can I check the status of my order?

Please log in to your Fämily Foods account to view the status of your order.

I am having trouble placing an order, what can I do?

We’re here to help! Please email us at hello@itsreimaginefoods.com or contact us on our website at www.eatfamilyfoods.com for assistance.

Do you offer gift packaging?

Not at this time

Can I send a gift directly to the recipient?

Yes, simply add their address in the ship to fields.

If the item is out of stock, can I be put on a waitlist?

Yes.

Can I purchase a gift card?

Not at this time.

 

GIVING BACK

How are you giving back to the community? Who do you support?

Currently we are working with Give Directly.

How can I ensure my donation is going to the right place?

We plan on sharing our donations to Give Directly with our audience. Stay tuned for more information.

 

MORE

Have more questions?

Please email our team at hello@itsreimaginefoods.com, utilize the chat feature on www.eatfamilyfoods.com or DM us on Instagram @eatfamilyfoods for assistance.