Here are some answers to frequently asked questions (FAQs):
Do you ship to the U.S.?
Unfortunately, we will not be shipping to the United States at this time. Canada-wide only.
What Method of Payment do you accept for online orders?
We currently only take credit cards such as AMEX, VISA, MasterCard, Visa Debit or Paypal.
How do I pay using PayPal?
Please click here.
What do I do if I received an expired, wrong product, or product arrived in an unsatisfactory condition?
The Low Carb Grocery takes such matters very seriously, and we will look into each individual case thoroughly. If you have received a wrong/damaged product please contact customer service within 48 hours of receiving the product so we can take care of the issue in a timely manner. Please do not discard the wrong/damaged product until a resolution has been reached. We may have to retrieve the wrong/damaged/expired product, in which case, we would provide a pre-paid return shipping label. We may also ask for photos of the condition of the products if they arrive damaged for Canada Post. To report wrong/damaged product received, please e-mail details and photos (if applicable) to: firstname.lastname@example.org
Please note that we only guarantee 30 days shelf life for our products as some of our suppliers only guarantee a 90 day shelf life when the product is received by us. In most cases, our products do arrive with a shelf life of at least half a year. Dried products are usually stable passed the best before date.
Why is there no date on my breads/bagels?
Most of our breads are kept frozen as we carry them in bulk. Perishables are shipped frozen and may be re-frozen upon arrival. Please refer to the guide line below for more information:
- Dream Breads and Bagels are stable at room temperature up to 2 weeks after thawed.
- SuperFlax and SuperAwesome are stable at room temperature up to 10 days after thawed.
- Josephs Pita, Lavash and Tortillas are stable at room temperature up to 3-4 weeks after thawed.
- La Tortilla Factory has a date on the package and can be frozen.
What’s your return policy?
If you are not completely satisfied with your purchase, simply return the unopened product within 14 days. A receipt and the item’s original packaging are required for all returns and exchanges. All products returned must be undamaged and deemed in re-sellable condition by The Low Carb Grocery. Refunds will be issued in the same method of payment as the original payment. Please note that we will not accept returns on any perishable items (i.e. breads, bagels, wraps, tofu noodles), any product that requires refrigeration or freezing (i.e. cheese, dressing, donuts, cakes, ice cream). The Low Carb Grocery reserves the right to refuse any return or exchange.
The Low Carb Grocery does not offer exchange/ refunds for products due to issues with personal preference or taste.
All Sale and Clearance Items are Final Sale – No Returns. No Exchanges. No Refunds. All perishable items are Final Sale.
All returns related to product concerns or dissatisfaction will require a Return Merchandise Authorization (RMA) from the manufacturer. The customer must provide the original receipt, product, and packaging which clearly indicate LOT# and/or best before date. Full name and contact information must be provided for (RMA). The Low Carb Grocery will contact the manufacturer on behalf of the customer and request a manufacture credit. Please note that the customer contact information may be provided to the manufacturer for further details and product investigation. The refund authorization from the manufacturer may take up to 4 weeks. If a credit has been approved by the manufacturer, the customer will be contacted and a store credit will be issued to the original account used to purchase the product.
Why has my order not shipped yet?
We try our best to have each and every order processed and shipped out in a timely manner. In the event that there is an issue with the order, the customer will be contacted as soon as possible. The order will be put on hold until we receive further instructions from the customer as to how we should proceed with the order. We will never make any changes or substitutions to any order without the customer’s permission.
For orders placed closer to the end of the week (Thursday/Friday), if you’re the order contains perishable goods, we may hold your order to be shipped out the following Monday. If your order does contain perishable products and you prefer to have your order shipped out immediately, under the comments section please write: [Accepts risk for shipping perishable goods, ship immediately]
Can I have my parcel left at the door if I am not home?
We will try our best to make any accommodations and forward any delivery instructions to the courier company. If you would like to have the parcel left at the door, please check off “Please Safe Drop/Leave at Door” on the Select Delivery Method page during checkout. If there are any specific instructions, please indicate in the comments section in your order.
LEAVE AT DOOR IF NOT HOME
LEAVE PARCEL WITH CONCIERGE
PLEASE DELIVER TO SIDE DOOR
BUZZER CODE: XXXX
Please note that if you DO select the Safe Drop option, The Low Carb Grocery or Canada Post will be NOT be taking responsibility for missing parcels. Please see more under Shipping Information.
Do you accept manufacture coupons?
No, unfortunately at this time we do not accept any manufacturer coupons online as this will delay shipping time to you. However, we do accept them in-store. (Atkins for Canadian products with French and English on product)
I am going on vacation and I need my order ASAP!
We are glad to hear that you are sticking to your low carb diet while on vacation! If you are placing an order close to you vacation date, please be advised that the estimated date of arrival quoted from Canada post does not guarantee arrival within a set time. If you really need your order prior to your departure date, please contact us at 1-888-484-7479 to let us know your situation. We will do our best to accommodate your and let you know what other options are available to you.