Here are some answers to frequently asked questions (FAQs):
Do you have any updates regarding COVID-19?
Updates on our operations during the shutdown in Ontario, British Columbia and Quebec:
To our valued customers,
As you are all aware, Ontario, British Columbia and Quebec are currently in shutdown mode, for a minimum of 14 days (the time-frame is subjected to changes). During this period of time, only essential businesses are allowed to remain operational. I would like to take this opportunity to confirm that as of March 24, 2020, our Ontario and British Columbia eCommerce teams will be operating as usual to service all online orders, while our 3 retail locations in Ontario and British Columbia remain closed until further notice.
During this difficult and uncertain time, we are thankful to the continuous support of all our staff and customers. Since the closure of our retail locations, our eCommerce teams have been working around the clock to ensure the timely processing and shipping of all online orders. We are sincerely thankful to a team of wonderful staff, and for your continuous trust and support in our products and services. We will continue to join forces with everyone in the fight of COVID-19 by maintaining a healthy work environment, and practicing physical-distancing as much as possible in our warehouses. We are committed to bringing the least disruption to our staff, and maintaining our high level of services to our customers during this unprecedented economic hardship upon so many of us globally.
We kindly ask for your continuous understanding in possible delay of your online order due to the reduced capacity of courier services. We may also face supply shortage in certain products due to surge in demand in the recent days and disruption in supply chain. Please be assured we are working hard to keep our stock full as much as possible. To our BC and Alberta customers – I am glad to announce new inventory of the Dream Bread and Bagel line has now arrived at our BC location and are ready for order!
We will continue to provide update through our website and by e-mail in the upcoming days should there be any changes in the situation. Thank you and we wish you all to be healthy and safe!
CEO, The Low Carb Grocery
-Last updated Mar. 27, 2020
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 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@example.com
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 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 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 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.
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.