Shipping and Retuns Policies

At Canada Grocer, we realize that delivery time and shipping charges are important considerations for our customers.

We do everything we can to reduce the cost of shipping and the time it takes for you to receive your order.

Shipping Options by Destination:

International Shipping Options and Information

Canada Shipping Options and Information

For USA Orders and Shipping please go to: Canada Only

Order Processing

Our goal is to process and ship orders within 2(two) business days.

April 26th 2010 - Week of the 26th: Currently, most of our orders are being shipped within 3-4 business days.

Some circumstances may delay the shipment date of your order including:

- Shipping destination:  Complexity of shipping to certain overseas markets may incur delays in shipping.
- Perishable and short shelf life products:  Items such as pastries and potato chips may have a delay of 2-3 additional days in order for us to ship the freshest product available.
- Heavy or awkward items which require special shipping containers.

In cases where your order will be delayed in shipment by more than 4 (four) days after you have placed the order, we will contact you with an update as to why and when your order will be shipped.

Shipping Insurance

All our shipments are covered by $100 shipping insurance. Additional insurance is available upon request. The $100 shipping insurance is per parcel, in most circumstances large orders are shipped in multiple boxes and the total insurance coverage is usually sufficient for the entire order. Please note that this insurance does not cover glass products.

Shopping Cart Calculations

Your total shipping cost will be displayed on the final page before you complete payment for your order. Only a $5.00 handling charge is included in your total until that time.

Best Before Dates

All snack items are Best Before dated with a very short date. Due to the variations in the length of shipping times, we cannot guarantee arrival before the Best Before date unless shipped by Xpress Shipping. Please advise us if you wish Xpress Shipping after you receive our order confirmation.

Undeliverable Orders

If an order is returned to us as undeliverable, it will be resent after the proper address is provided. If the original address provided with the order was incorrect, an additional shipping charge will apply to resend the items. If the order was sent and it was our error, we will reship the product at no additional cost.

Missing Orders

If an order is not received, a claim will be placed with the shipping agency. After we receive confirmation from the shipping agency that the order has not been delivered, we will reship the order or issue a refund at your request.

Damaged Orders

We take great care in packaging your order. Once a shipment leaves our control, we have no control over the manner in which it is handled. For this reason, we are not responsible for damage resulting from the shipping process.

When products sold in glass containers (pickles, relishes etc.) are shipped, we wrap each item in bubble wrap and then pack them securely. In cases with large quantities of items, the glass items are shipped separately and an additional shipping charge may apply. Our shipping agent does NOT guarantee or insure items of glass or ceramics. For this reason we cannot replace items that are broken in shipment.

Cancellation Policy

Your order my be cancelled at any time prior to shipping. Since we personally shop for your order, and some items are not returnable, we reserve the right to charge a re-stocking fee of up to 35%.

Custom Regulations

All packages are subject to random checks by custom officials of all countries. While this may in some cases cause a delay in the arrival of the shipment, we cannot be held responsible for any delays as a result of this.

Since import regulations vary for each country, please consult your customs office before placing your order. Your order must conform to the regulations of the destination country.

U.S. FOOD AND DRUG ADMINISTRATION BIO-TERRORISM ACT

The Bio Terrorism Act requires all exporters of food to the United States to provide the Food and Drug Administration with Prior Notice of all food shipments. We are registered with the FDA and this documention is submitted with all orders.

All orders may be opened and inspected at the discretion of the U.S. Customs officials. We cannot be held responsible for delays caused in this manner.

Shipping Returns/Refunds and Damaged Goods

Customers MUST contact us before sending any shipments back to Canada Only.

In the case of lost shipments, please see the discussion regarding Shipping Insurance.

Damaged items are in most cases covered by our shipping insurance.

Here is the process for replacement of refund of damaged goods:

1) Contact Canada Only directly.

2) If the damage is covered by our shipping insurance we proceed in either of two ways:

• In most cases, wee will re-ship the damaged product as soon as possible
• In some cases, we need to receive approval from Canada Post before we are able to re-ship or issue refund the product ordered.
• We reserve the right to refund the items from your order that were damaged. This is most likely to occur where re-shipping the product would be unreasonably expensive in comparison to the item being sent.

Order Refund Policy

With the exception of damaged, lost, or incorrect items being shipped to the customer,  full refunds can only be issued BEFORE your order ships.

All requests for refunds or replacement of damaged or lost shipments MUST be made within 90 days of the initial order placement.