Frequently Asked Questions

PROCESS

Where is your production facility and who prepares your products?

Our production facility is in Vista, California. We had an experienced and dedicated team of chefs, nutritionists and medical experts help us create our products, which are now made by an experienced team of kitchen staff and a chef. 

Do your products contain protein?

The body thrives on proteins sourced from seeds, nuts, and plants, so we strive to include these sources in most of our soups. While animal and dairy proteins are more commonly consumed by people, evidence suggests there is no need to eat as much as most people seem to be doing lately. Your body simply cannot store excess protein. We think pacing your protein from a variety of sources is a much healthier practice. Excess dairy and animal protein can stress your organs and digestion, and we aim to provide a balance of ingredients (with the majority coming as plant based and some potent animal based protein in our bone broths) as a kinder gesture to your body and the planet. 

How do you source and clean the fruits and vegetables?

We choose only the freshest and best quality fruits and vegetables and source these directly from local farms. We follow strict HACCP guidelines in the storage, preparation and handling of our food. 

 

DELIVERY 

What day and time do my soups get delivered by FedEx?

The day and time your soups are delivered varies depending on your delivery or shipping zone. You will be asked to select a particular day when you order and the time will be set forth when you place your order. You shall be notified of the delivery date and the latest delivery time of your delivery when your order is confirmed. Your shipping receipt will include your FedEx tracking number.  Because your product is perishable, it is important that you track your delivery so you know when your product will arrive. Your order delivery time for FedEx couriers is guaranteed by 10pm local time on your designated delivery date.  Your product should be cold upon arrival.  Open your package and remove product and refrigerate immediately. Do not leave box unattended for any period of time after delivery.  Remember this product is perishable so if it is not cold to the touch upon arrival or fizzes upon opening or at taste, do not consume and contact Soupure at Info@Soupure.com for further instruction.

Please know that Soupure shall have no obligation to issue a refund or offer a replacement for any delivery that shipping records indicate was made to the address indicated or to an address incorrectly entered as the shipping address.  Soupure shall offer a credit/issue a replacement only for any FedEx delivery that is postponed or canceled due to inclement weather or technical problems.  

Request FedEx Notifications:  With FedEx, you may set up email notifications (e.g., For Status, Delivery Confirmation, Exceptions) by clicking on the tracking number, then at the top, click on “Request Notifications.”

 

What should I do if the soups are delivered past my delivery time?

In the rare, unfortunate event that your soups are running late, please give us a call (844-SOU-PURE) and we will trace your delivery for you and ensure continued freshness. 

 

 

PRODUCT 

Are the bottles in which the soups arrive microwave safe?

Our bottles are not microwave safe (and we don’t encourage the use of microwaves anyway!). 

 

Are the jars BPA free?

Our bottles and caps are food grade PET and 100% BPA free. They are also recyclable. 

 

Why don’t you use glass bottles?

We love glass bottles (and we initially used them for the first 2 years of our business). However, we had numerous problems with our glass bottles which made our switch necessary. Our glass bottles were very heavy and we were getting customer complaints that carrying around a day's worth of soups was too burdensome. The weight of the glass bottles also made nationwide shipping virtually impossible. And, even for those nationwide deliveries we could make, we received many customer complaints about broken glass bottles in transit. Finally, believe it or not, plastic is more eco-conscious than is glass, as plastic uses less energy than glass to be recycled and because it is lighter, less fuel is used to create and deliver each bottle. 

 

How should I store my products?

Your soups must be kept cold so they should be immediately removed from any packing materials in which they arrive and immediately refrigerated. 

 

Why do my products say there are 2 servings per bottle?

The labels on our soups each say that there are 2 servings of product per bottle. This is because 8 oz is generally recommended as a serving size. If you are consuming one soup as a standalone meal (not as part of a cleanse), you can use the serving size as a guide to determine how much to consume (i.e., based on your own caloric goals). However, our cleanse program is designed with the intention that our cleansers consume the entire bottle and we have based our total nutrient and calorie count based upon the contents of the entire bottle. 

 

How many calories are in my products?

The calories are noted in the nutritional label on each soup and detailed on each product's description. Remember, calories aren’t bad for you. They are just a measure of energy. Think of your soups as providers of vital energy and sustenance. 

 

How long will my products stay fresh? Do you use high heat pasteurization?

The expiration date of your products in on the bottle. The shelf life on all of our products has been extended through the process of high pressure processing (“HPP”). We do not high heat pasteurize our products. Our cooked soups are never heated above a gentle, rolling boil, ensuring the end product has all the health benefits from homemade soup. The HPP process maintains the natural goodness of the fruit and vegetable while helping ensure that are products are safe to drink for an extended life. During this process, our bottles experience a pressure that is seven times deeper than the deepest known part of the ocean. This is to destroy the pathogens which cannot survive in such high pressure environments. Unlike conventional preservation methods, like preservatives and high heat pasteurization, the soups and their nutritional values are not compromised. For more information, check out http://coldpressured.org/faq/  Remember, however, that HPP does not make our products shelf stable. They still must be kept refrigerated for freshness and safety. 

 

How do I know if my products have spoiled?

We do everything we can to maintain the freshness of your soups. However, even before you product's expiration date, they can spoil if they are exposed to heat and humidity or if they are past their expiration date. If your product is not cold to the touch upon opening your shipped box, or if your bottle is bloated or the soup fizzes or smells acidic upon opening, then please do not consume it. Please call us at 844-SOU-PURE or email us at info@soupure.com and we will investigate and advise. 

 

My soups and waters have separated or the colors have changed. Is this normal?

We use a variety of ingredients in all our products, some produce clear liquid and some produce soluble fibre as a by-product, for example spinach and kale. The heavier sediments will sometimes settle at the bottom portion of the bottle. In addition, because the ingredients are natural, the colors can vary depending on the season or the crop. There’s no need to worry, just shake and enjoy. 

 

What do I do if I have allergies or want to change my cleanse soups? 

No problem! All you have to do is build your cleanse through our Pick Your Pack option (and then multiply by the number of days you would like to cleanse). Feel free to reach out to us at Info@soupure.com if you have any problems with this option.

 

Do your products contain nuts?

Some of our soup products contain nuts and seeds as they are an excellent source of non-animal protein and energy.  While we do not make trade outs in our cleanse program, if you have an allergy and would like to customize your own cleanse,you can do so by building your own 1 day cleanse through our "Create Your Own" 7 or 21 pack option (and multiplying that cleanse by the number of days you would like to cleanse). Feel free to reach out to us at Info@soupure.com if you have any problems selecting this option. Also, please remember all of our products are made in a kitchen that processes nuts, fish, meat, gluten, soy and dairy. 

 

Do your products contain meat, fish or dairy?

Our products contain no fish.  Our products also contain no dairy.  Our only meat and poultry products are our chicken broth (Soothe) and beef broth (Savory). However, all of our products are made in a kitchen that processes nuts, fish, meat, gluten, soy and dairy.  We do consider ourselves and our product line to be "vegetarian-inclined" and we can accommodate the needs of our vegetarians and vegans through our customizable Pick Your Pack option. You can build your own 1 day cleanse through this option (and then you multiply that cleanse by the number of days you would like to cleanse). Feel free to reach out to us at info@soupure.com if you have any problems with this option. 

 

Do you add sugar to your products?

We add a small amount of natural coconut sugar, maple syrup or honey to certain soups as identified on the respective soup labels on occasion to adjust for seasonal acidity levels as the natural sweetness of the fruit or vegetable changes. 

 

Do you add gluten to any of your products?

We do not add any gluten to our products. However, we are not certified gluten free and anyone with any serious food allergies should consult with their medical practitioner before undertaking any food program. And, all of our products are made in a facility that processes gluten, soy and nuts. 

 

Is there fat in any of your products?

Yes!  There is the right ratio of good fats in our soup products from sources like raw nuts, yummy seeds, and rich extra-virgin olive oil. So you know - fat doesn't make you fat. Excess calories make you fat. Without fat, your body can't use many of the critical vitamins and minerals we consume. Fat surrounds every cell membrane of your body so it can metabolize. Fat lines your nerves to send your signals and reflexes faster between your brain and body. Fat regulates your hormones and your body temperature. Fat protects all of our most vital organs from injury. Fat is efficient brain food that allows signals to speed along. It also makes our skin and hair beautiful, touchable, and sexy. Don't skip the fat to stay fit. Fitness depends on a sensible, daily ratio of fat intake. Nature intended it to serve as the best mechanism to help us survive on this planet, perpetuate our families, and give us a sense of well-being. So relax. We've thought ahead, and we've got you covered.  Ideally, 20- 30% of your total calorie intake should come from fat.  For more information on your individual daily needs as stated by the Center for Disease Control, please CLICK HEREhttps://supertracker.usda.gov

 

When should I consume my soups?  What if I want to order multiple packages to do back to back cleansing?  

Each cleanse package is built such that you should consume your soups within a day or so of receipt of your order.  The reason for this is that our product is made fresh to order, contains no preservatives or extenders  and is perishable.  Even within a package itself, there can be soups with different expiration dates.  Before you commence your cleanse, make note of the expiration dates on the bottles and plan the consumption of each bottle accordingly.  If you would like to order multiple packages for back to back cleansing (e.g., a 3 day cleanse followed by another 3 day cleanse) we ask that you contact us at Info@soupure.com before placing your order so that we can ensure your product’s freshness based upon the number of days you wish to cleanse. If you wish to order multiple packages to stay on back to back programs, we may need to space out the delivery of your packages to you so that your product is fresh throughout your desired cleanse period. Therefore, please contact us at Info@soupure.com and we can help you with any multi-package order.  

 

PAYMENT 

What is your cancellation and refund policy?

We make our products fresh to order and thus we do not offer refunds once a purchase is made and the method of payment is charged.  If you would like to cancel your order, you must do so 48 hours in advance of the day your product is shipped (or delivered, if local LA delivery) or 48 hours in advance of the pick up date you have chosen. To cancel, please email us at info@soupure.com or call us 844-SOU-PURE.  If you cancel your order, you will be credited the exact amount to be applied to any future order. You may not cancel any orders in any time less than the 48 hours required. Soupure shall have no obligation to issue a refund or offer a replacement for any delivery that shipping records indicate was made to the address indicated.

 

When do I pick up my soups delivered to your retail location?

Your order is for fresh food.  Please pick up your product from the kiosk within 24 hours of its scheduled delivery date.  Soupure shall bear no responsibility for product that is left at the kiosk beyond 24 hours from the date it is delivered for pick up.

 

SOUPSCRIPTIONS  

What if I order a Soupscription and need to go out of town?

No problem.  Contact us at info@soupure.com and let us know at least four (4) days in advance and we will put your Soupscription on hold and you will not be charged during your soup vacation.

 

How do I cancel my Soupscription prior to my cycle ending?

All you have to do is contact us at info@soupure.com and let us know at least four (4) days in advance of your next delivery and we will terminate your Soupscription. Early termination fees might apply.

 

When do you charge my credit card?

We charge your credit card prior to each delivery.

 

How will I know the day and time of each delivery in my Soupscription?

We will send you a payment and shipment confirmation before each delivery.

 

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CLEANSE FAQs

What should I do to get ready for my Cleanse?

 

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