Orders and Payments Frequently Asked Questions

Q: How can I place my order?

A: You can place your order in one of four ways. However, the very strongly preferred way is through our website, epicureanfoods.com. Simply add the items you want to your shopping cart and then follow our checkout procedure.  This is by far the easiest and most accurate way to complete your orders.  (As an added benefit, placing your orders online allows you to use gift certificates and take advantage of our other special offers not available for orders placed offline!)
 
Alternatively, you can fax your order to us at 1-519-576-2476. We recommend that you create your order online. Then, instead of checking out online, simply print it and fax it to us.
 
If you prefer to phone in your order, you may do so by calling one of our customer service representatives at 1-800-267-0805, extention 21.  All of our Customer Care Representatives are trained to assist you with and confirm the details of your order, including the products that you are purchasing, their price, the quantity of each, and all the important shipping and delivery details.
 
Finally, you may mail in your order. Our mailing address is:
 
epicureanfoods.com
891 Guelph Street, Unit #310
Kitchener, ON, Canada N2H 5Z2

Please be advised that due to insurance and building security regulations, orders cannot be picked up at our warehouse.

Q: How do I know that my order has been received by epicureanfoods.com?

A: When you place your order online, you will be able to track the progress of your order through our system.  You can confirm that your order has been received, that your credit card has been authorized for the sale and that your order is being processed.  You will also be advised via email that your order has been shipped and, if applicable, the tracking number of your shipment is provided. 

Our dedicated team of Customer Care Associates is available during normal business hours (Monday through Friday from 8:30 a.m. to 5:30 p.m.)  to assist you with any questions that you may have.  Please feel free to contact us by email (info@epicureanfoods.com) or by telephone at 1-800-267-0805, extension 21.
 
All orders received via fax or mail are confirmed by email, telephone or return fax.
 
If there are any problems with the fulfillment of your order, one of our Associates will contact you by telephone or email, advise you of the problem and (hopefully!) have a fully acceptable solution.


Q: What happens if an item is back-ordered / out-of-stock?

A: If an item is temporarily out of stock, we normally will advise you of it by posting an "Out-of-Stock" indicator directly on our website.  However, if you place an order for an item for which we are temporarily out of stock, normally, we will try to contact you by email and / or telephone.  You will have the option to back-order, substitute or cancel the item at that time.  If we are unable to reach you in a timely manner, we may elect to substiute a comparable item of equal or greater value, "short ship" your order or cancel your order entirely. 


Q: Do I have to pay sales tax?

A: All orders shipped within Canada are subject to GST or HST according to the laws of Canada.  All orders shipped within Ontario and other Canadian provinces that are subject to the HST are charged HST.  (For the most part, food items are not taxed, gifts and chocolates are taxable, and shipping charges are taxable.) 


Q: What happens after I place my online order?

A: We attempt to ship your order as quickly as possible. Normally, customer orders are shipped within 24 - 48 hours of receiving them.  However, at certain peak times of the year (especially during October, November and December) this timeframe is sometimes difficult to maintain and your order may take as much as 3 - 5 days to be fulfilled.  We ask for your patience and understanding during this very busy time!
 
If you need your order to be sent faster than this, please feel free to contact our Order Desk at 1-800-267-0805, extension 21 and one of our Customer Care Representatives will attempt to help you in whatever way they can.  We know how important it is for you to know when your order will arrive and we pride ourselves in having a level of Customer Service that is good or better than anywhere else in our industry!


Q: How do I pay for my order? What methods of payment do you take?

A: We accept VISA and MasterCard credit cards for both online and offline orders and Paypal for online orders. If you would prefer to pay by certified cheque or money order, you may place your order online or you can contact us by phone, fax, or mail with the details of your order.  You may also pay for your order with a non-certified cheque.  However, in this case, regretfully, we cannot process your under until the funds have cleared.
 

Q: When will my credit card be charged?

A: It is important for you to understand that we will not charge your credit card until your order is actually shipped.  However, before we even begin to process your order, we will complete an authorization on your credit card to confirm that the funds are available when we need to bill the credit card.  Should your credit card be declined (for any reason), we will attempt to contact you by telephone and / or email to attempt to resolve the reason for the decline. 

Please note that we have instituted this process to ensure that if an order is processed by our staff (which includes all of the costs of picking, checking, packing an order and then completing the paperwork for that order), we will be paid for our efforts!