All our orders are hand-packed before delivery. Human error can happen, and we want to make sure we fix it as soon as possible. Within 72 hours of delivery, please notify us of any issues you may have with your order. We’ll assess the issue and decide the best course of action.
We perform quality checks on every order before packing. That being said, no packaged item is guaranteed to keep its vacuum pack seal. If an item has severe damage to the packaging or has apparent freezer burn, contact us within 72 hours of delivery. Please send an email to firstname.lastname@example.org and provide photo(s) of the item(s) received. We will assess and decide the best course of action.
All our items are listed at gross weight. We guarantee our orders to be packed within 5% +/- of the described weight. Every order is weighed on a commercial scale to ensure accuracy and consistency. Should an error be made, please contact us within 72 hours of delivery to rectify and verify the measurement error.
Delivery process is as follows:
- We will send automated delivery notification updates on the day of delivery
- Driver will attempt delivery. Will knock/ring/call.
- If there is no response, driver will leave package at door and you will then receive a delivery notification email that your order has been delivered. If you live in an apartment/unit, and the driver can not reach you to gain access to the building, we will bring the package back to our warehouse unless you leave clear instructions for delivery.
The package will be kept at our warehouse for pickup at your convenience during business hours. We can offer a second delivery for a $25 fee.
After placing an order, you have 24 hours or up to delivery (whichever comes first) to cancel free of charge. After 24 hours, we reserve the right to charge a 20% restocking fee.
If you are not satisfied with the product, we can offer the following:
- Credit on your next order
- Exchange the product, which can be done by bringing the product to our head warehouse location at 22 Antares Drive, Unit J, Ottawa, Ontario
If you forget to put an applicable coupon code on checkout, please notify us, and we can give you credit towards your account.
We cannot add a sale code or promotion retroactively to an order made. We can, however, delay delivery if you wish to take advantage of an active promotion by applying it against a second order.