FAQ’s

Here are some answers to frequently asked questions (FAQs):

Now available: Self Pick Up at our retail stores:

In response to COVID-19, we now offer self pick up at all three retail locations (Markham, Newmarket and Burnaby).  This is a great option for our local customers who wish to place orders from the comfort of home and while saving on shipping fees and delivery wait time.

How does the self-pick up option work?

  1. Log in to your online account and shop as usual.
  2. During check-out, select preferred retail store for self pick up and complete check-out process.
  3. Kindly await for an e-mail notification from us stating order is ready for pick up.
  4. Your parcel will be held at the selected retail store for 7 business days. In the event that an order is not collected within 7 business days and customer has not contacted us to request for extended hold, the order will be cancelled and refunded.

Do you have any updates regarding COVID-19?

New safety measures and guidelines have been implemented at our stores in order to protect our customers and staff against the spread of COVID-19. Please review these policies before shopping in-store at The Low Carb Grocery. Store hours can be found on our Contact Us page, here.

New safety measures effective at all stores:

  • Customers MUST wear a face mask to enter the store.
  • Customers are asked to sanitize their hands upon entering the store (hand sanitizer is provided at store entrance).
  • A limited number of customers in-store at a time – per Provincial guidelines (approx. 6 customers at a time).
  • Limit 1 person per household to enter the store (to regulate the limit stated above ^).
  • Customers are asked to practice physical distancing.
  • Customers are asked to follow the 6 ft markers in the checkout line.
  • Plexiglass sneeze guards are installed at checkouts.
  • Staff MUST wear a face mask or face shield.
  • Staff disinfect the counter, payment terminals and baskets/carts after every use.
  • Washrooms are closed to the public.
  • Contactless method of payment (tap) is preferred.

Customers MUST NOT VISIT our stores if 1) they are experiencing any flu-like symptoms and/or fever, have returned to Canada from abroad within the last 14 days, have been in contact with any person who has tested positive for COVID-19 in the last 14 days, or have been tested positive for COVID-19 and have not recovered yet. Please shop with us online instead.

 

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 a 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 24 hours of receiving the product so we can take care of the issue in a timely manner.  Please do not discard or consume 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 arrived damaged for Canada Post/Alternative courier used. To report wrong/damaged product received, please e-mail details and photos (if applicable) to: [email protected]

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 guideline listed in the product description.

 

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 (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 your 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.

Example:

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/Alternative courier used will be NOT be taking responsibility for missing parcels. Please see more under Shipping Information.

 

Do you accept manufacturer 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 your 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 you and let you know what other options are available.