Customer Service

Ingredients Online is a global B2B e-commerce marketplace that connects buyers and sellers of nutritional raw ingredients. At Ingredients Online, sellers can list their products for qualified supply chain team members. Registered members can search ingredients from around the world, see real-time U.S.-based inventory and pricing, instantly download QA/QC documents, and more – all with complete transparency.

Ingredients Online is our brand name. The company's legal name remains Green Wave Ingredients Inc., which manages and operates the online platform.

There are numerous benefits Ingredients Online customers can take advantage of, including real-time U.S.-based inventory, downloadable original QA/QC documents, multiple factory options from dozens of countries (and growing!), 24/7 access, and more. To view our full list of benefits, visit our Benefits page.

Ingredients Online sells ingredients to manufacturers, contract manufacturers and brands of finished products primarily in North America. If you are outside of any of the categories above and would like to know more about how we might work together, please contact us at [email protected].

There are many great platforms which offer similar services as we do, examples including Knowde, Prinova, and ShelfLife. What distinguishes Ingredients Online is that we are primarily a transaction-based marketplace with real-time tiered pricing, instant checkout, and popular features such as local U.S. inventory, free sample requests, downloadable QC documents, and more. We supplement your sourcing experience with our IO Connect program as well as RFQ and pre-order options.

Ingredients Online is powered by cutting-edge technology, such as NextGen logistics, advanced warehouse management software, and cloud-based digital applications to automate our processes and deliver unparalleled customer service.

IO Connect is a type of listing where buyers can connect directly with the seller. This allows buyer to ask questions, negotiate pricing and sales terms directly with the seller. To begin this process, the buyer would click the "Contact Seller" button on the IO Connect listing.

It is easy to setup a new account. Simply visit our registration page to get started.

A: There are few options to do this:

1. Multiple users share one account – We recommend this when multiple users use the same email account, such as [email protected]. The advantages of doing this are that everyone can see the full order lists being placed by the company and the Reward Points can be consolidated.

2. Register multiple accounts using the same company name – This will provide convenience for each user to manage the account, but they will not see the orders placed by the other members in the company. If your company has different buyers in charge of different product portfolios, we recommend this.

First, try resetting your password.If you are still having issues, call us at 562.207.9770 and our customer service team will be happy to assist you.

Once you are registered,visit the “Sales Representative” section in “Account Dashboard” to see contact information for your sales rep.

Email us at [email protected] should you need to deactivate/close your account.

At Ingredients Online, we are always striving to improve customer experience and search functionality. We also understand we may not have the product you are looking to source. If you cannot find your product online, please contact us via our Chat feature, call us at 562.207.9770, or send an email to [email protected]. We will be glad to further assist you.

Although we highly encourage our customers to utilize the Ingredients Online platform to save time, money and eliminate hassle, you can still place orders over the phone or send us a purchase order. Contact your sales rep. for more info on placing on offline order.

On the righthand side of the ingredient listing page, you will find real-time availability under “In Stock.” “Lead Time” refers to our next stocking date.

Active orders can be cancelled in the "My Orders" section of your account profile. For changes to your order, please contact us at 562.207.9770 or [email protected].

Check out our Transparency in Quality Control Process presentation and learn from Felicia Ly, QC Manager, about our step-by-step process for qualifying both factory partners and ingredients. You can also find all QA/QC documents on each ingredient listing in standardized categories: Product Documentation, Product Certification, and Factory Documentation; all fully downloadable.

No, we value factory transparency, so all documents from specification sheets to Certificates of Analyses come directly from the factory.

As a registered user, you have 24/7 access to all standard QA/QC documents for our ingredients. These are all available in the Documents section on the left-hand side of the listing and are categorized by type: Product Certifications (Kosher, Organic, Halal, Non-GMO), Product Documents (Specification Sheets, Allergen Statements, SDS’s, Flow Charts, etc.), and Factory Certifications (ISO, BRC, GMP, GSFI, etc.).

Because Certificates of Analyses are lot-specific and our inventory is constantly changing, Certificates of Analyses for current inventory are not available online. To get an idea of what a factory’s CofA might contain, please refer to their Specification Sheet. If you need to see a specific CofA, please contact your sales or customer service representative.

Credit Card (Visa, Master Card, Discover), wire transfer, and ACH. Net Terms (Credit Terms Approved).

Download our credit form and email it back to us at [email protected] or fax it to 562.207.9780 for review.

Not currently. Please contact our Accounts Receivable Manager, Elizabeth Preciado, at [email protected] for payment processing or questions about your account.

We charge the credit card through authorize.net, trusted by more than 300,000 merchants. Authorize.net will charge your card and send the money to our bank. We do not store your credit card information on our site. Also, our site is SSL certified (checkout sessions are encrypted). For more information, please visit www.authorize.net/resources/how-payments-work.html.

We ship all orders ASAP. If you need to ship on a later date, please type that information in the “Shipping Remarks” box. We can hold an order for 10 business days max.

Self Pick-Up, LTL, UPS Ground/2nd Day/3rd Day/Overnight, LTL/UPS Collect (with your own account).

If you would like to use your own UPS or FedEx account/carrier, please select “Self Pick-Up.” In the "Shipping Instructions" (under step 5 "Order Review"), please provide us with your carrier’s name and account number.

UPS will charge $9.00 per drum package. This fee will be shown at check out.

You can check the status of your order after logging into your account. If your order has shipped, you will receive an email with tracking information.

Sellers are qualified by our Quality Control team. All sellers undergo a strict qualification process that includes submission of cGMP self-audit questionnaires, including certifications as well as SOP documentation review for each manufacturer. We ensure that each factory follows regulatory guidelines and that they can guarantee the quality and integrity of their ingredients. For more information on seller qualification, please enjoy our QA/QC presentation video featuring our QC Manager, Felicia Ly.

As of 2020, we have sellers located in more than 27 countries! Every week we bring on new sellers, and with those additions come new countries of origin. For a complete list of ingredients from these countries visit our Catalog page.

As part of the Seller Direct program, our partners list their ingredients online for thousands of qualified supply chain members to browse. These registered members can purchase ingredients online and have them shipped direct with only a few clicks. Product QC documentation is always available on the platform, making for fast turnarounds on orders. Product is stored in an Ingredients Online warehouse and our warehouse team picks, packs and ships the product. Sales and Customer Service teams are always available for post-sale follow-up and support.

For sellers in the U.S., we offer a drop ship program. Partners in the Seller Direct Drop Ship program list their products for sale online, but instead of shipping product to an Ingredients Online warehouse, they ship directly from their warehouse. Our Sales and Customer Service teams handle sales support.

IO Connect partners list their products online, similar to our Seller Direct programs. The difference is that instead of purchasing directly online, our registered users are able to send a request directly to the seller. The IO Connect seller then follows up with the customers to negotiate and execute the sale.

For more information on our seller programs, visit our Sellers page.

If you sell nutritional raw ingredients designed for finished products, we would love to have you as one of our premiere sellers. Visit our Sell page for more information and to begin the registration process.