Customer Assistance

We fully guarantee that all of the specialty foods that you purchase from us are of highest quality and are in excellent physical condition. If, however, you receive any item that you deem to be unsatisfactory, the item(s) will be replaced or your money refunded at no additional cost to you, as long as you contact us with the details of your concern within 14 days of receiving your order.

As we are dealing with food, we do not require you to return the goods to us. However, as this is a very generous return policy, we reserve the right to refuse to fulfill any orders to any group or individual if we deem that this policy is being abused.

Claims must be made within 14 days of receipt. Unfortunately, we cannot issue credits for product after 14 days.

For all but the largest puchases, we ship all of our orders via Federal Express. (Over the years, we have worked with virtually all of the major couriers. We have found that while not perfect, for a number of reasons (from reliability, order tracking ability, customs & border clearance issues, minimal damage and claims) FedEx is the best courier for shipping our products.)

Due to our large shipping volume, we have been able to negotiate very favorable shipping rates with FedEx. There is a base shipping charge for the first item in your order and a small charge for each additional item. The exact amount of the base charge and the per piece charge are dependent on your location. For a chart outlining the shipping charges to your location, click here.

These shipping charges include all of the costs associated with fulfilling your order, including picking it, specially packing it to minimize the chances of damage and double-checking it for accuracy, as well as all US and Canadian Customs levies, brokerage fees, handling charges, insurance, Agriculture Canada and US FDA Inspections & Releases, and all applicable duties.

Yes. For a limited time only, we are offering FREE SHIPPING on all purchases $75 or greater. We are also offering a discount of 50% on all purchases $50 or greater. Some conditions apply. Click here for more information.

Yes! We make every reasonable effort to ensure that your order arrives in perfect condition. However, should any of your order be damaged in transit, it is insured. Please contact one of our Customer Care Representatives at 1-800-267-0805, extension 22 and we will be pleased to assist you.

Claims must be made within 14 days of receipt (preferably at the time of delivery). Unfortunately, we cannot issue credits for product after 14 days.

Yes, sometimes the weather can be a factor in determining when we can ship some items. Extremes in temperature (e.g. the heat & humidity of July and the sub-zero nights of January) can occasionally delay shipments. However, we monitor weather conditions across North America on an ongoing basis and ship your order only when it is safe to do so. If there are any significant delays in shipping as a result of the weather, we will advise you by email or telephone.

We ship orders across Canada and America daily. We are well versed in all of the cross-border issues involved in this type of shipping, including all of new requirements for Homeland Security. Shipping your order to any of the 48 contiguous states is not a problem for us!

Yes. Often, our customers place orders for products for gifts for their family and friends. To do so, simply complete the "Ship To" fields and we'll ensure that your order is delivered according to your specifications.

Depending on your location, orders can arrive within 24 hours of shipment from our Kitchener, Ontario, Canada warehouse. However, the greater the distance from our warehouse, the greater the transit time. Please refer to our chart outlining the approximate transit time for an indication of how long it will take to receive your order.

You should also be aware that depending on the time of year, weather conditions can delay the shipping of some of our products.