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?
- Log in to your online account and shop as usual.
- During check-out, select preferred retail store for self pick up and complete check-out process.
- Kindly await for an e-mail notification from us stating order is ready for pick up.
- Your parcel will be held at the selected retail store for 7 business days. In the event that it is not collected within 7 business days without an extended hold request, the order will be cancelled and refunded.
General Shipping Policy:
We endeavor to provide shipping to our customers at the best possible price. Shipping costs include both postage and packaging materials.
Basic Shipping Guideline:
Please see full shipping policy below for full details. This summary is provided for convenience only and applies to most destinations.
Canada-wide deliveries with Canada Post Expedited Service.
For most destinations (details below):
- Order subtotal greater than or equal to $100 : *FREE (most locations).
- Otherwise, *Flat rate $7.99 (most locations)
* If we are unable to offer free shipping or flat rate shipping – we allocate a percentage of your order value to subsidize actual shipping costs. Cost of shipping is based on rates to ship from our nearest warehouse to shipping destination.
Generally, remote destinations (air-stage locations) do not qualify for free shipping. However, we will calculate our actual cost of shipping and discount it based on your order value.
Detailed Shipping Policy:
We are a Canadian company with stores and based in Burnaby, British Columbia (Greater Vancouver Area) and Markham, Ontario (Greater Toronto Area). Orders destined for Western Provinces and Territories (BC, AB, and YT) are shipped from our Burnaby warehouse. Orders destined for all other locations are shipped from our Markham warehouse.
We do not ship outside of Canada at this time.
Standard Shipping Method:
Canada Post Expedited Parcel Service is the standard service we use for shipping orders within Canada, which offers the best balance between delivery speed and cost for our types of products. Please note that the expected delivery date shown on the checkout page is an estimate only. Actual time for delivery may vary by a few days depending when an order leaves our facility.
Shipping Rate Calculation
Shipping charge for your order is calculated based on 4 factors:
- Order subtotal before tax and shipping
- Total shipping weight of your order
- Number of boxes your order will be shipped in
- The delivery destination
We rely on accurate shipping information at time of order to quote shipping. If, after an order is received, the information is deemed inaccurate – we reserve the right to re-quote shipping charges. If there is an increase in costs, we will always contact you first.
We will ship your order in one box if the total shipping weight of your order is less than 25kg. The number of boxes your order will be shipped depends on the total shipping weight of your order. Any order that has a total shipping weight of more than 25kg will be shipped in multiple boxes.
Please note that the weight used to calculate the shipping charge of your order is based on the Shipping Weight of a product and not the Net Weight. Shipping Weight of a product includes the package weight and other packaging material that are needed to protect the products during transit.
Volumetric weight – Canada Post has special calculation for shipping charge for items that are bulky but light, such as bags of chips and loaves of bread. Volumetric weight is charged when items of any shape are large in size and light in weight. The shipping weight of products that fall into this category is then the greater of the volumetric weight or the actual weight of the product.
The following table outlines the calculation of delivery charge based on the 4 factors listed above:
Special Shipping Options:
1) Request for Drop-off At Your Door if No One is Available When Delivery is Attempted
This option is applicable to Canadian orders only. Canada Post can leave the package at your door, or leave the package with the concierge of your building if no one is home when the delivery is attempted. By default, we request Canada Post to leave a card at your door or in your mailbox for pickup at your local post office if no one is available to receive the package. Should you wish your package be left at your door, please check the delivery option “Please safe drop/Leave at Door” on the shipping address page during checkout.
Important Note: Please ONLY use this option if your area is safe for leaving package at door. Please note that neither Canada Post nor The Low Carb Grocery will be responsible for any loss delivery should you use this delivery option. Please use this option at your own discretion.
When choosing this option, please take into consideration if your package contains any perishable products that are susceptible to hot/cold weather if being left outdoor for a long period of time. For example, glass jars and/or bottles can result in breakage in the extreme cold weather, and chocolate and bakery products are not recommended to be left under direct sunlight at any time. Please also note that Canada Post delivery person may at times exercise their judgement to not leave the package at your door even if this option is specified, if he/she feels that it is not safe to do so.
2) Request for Leaving Package with Security/Concierge Desk of your Building
If you live in an apartment or condo building that has a security/concierge desk, and you wish Canada Post to leave the package with the security/concierge desk if no one is home to receive when the delivery is attempted, please specify so in the comment field of your order. Please check to make sure that the security/concierge desk of your building is authorized to accept packages on your behalf before using this option.
3) Request for Alternate Shipping Method by Canada Post
Please note that while Canada Post Expedited Parcel Service is the standard delivery method we offer, you may request for alternate delivery method by Canada Post, such as xPressPost Parcel Service. Please call our store at 1-888-484-7479 for special shipping quote, or simply put in the comment of your order that you would like to get a special quote on xPressPost delivery, and one of our store associates will contact you to provide you with the information requested.
4) Arrange for Your Own Courier Company for Delivery
You may also arrange for your own delivery method if you have a contract with other courier companies, such as Purolator of FedEx. You can simply supply us with your account number with the courier company in the comment box of the order, and we’ll waive all shipping charges assessed automatically during check-out, and make the corresponding adjustment to your order total when we process the order. Please note that this option may be chosen ONLY if your selected courier company offers pickup service from our location.
Incorrect Shipping Address:
In the case where an incorrect shipping address was provided by the customer for the order which results in an unsuccessful delivery, the customer is responsible for the shipping charge incurred for the delivery, as well as the shipping cost charged to The Low Carb Grocery by the carrier for the return delivery. Please note that while we try our best to catch error in delivery addresses before the package is shipped, neither Canada Post or The Low Carb Grocery is responsible for correcting an incorrect delivery address and it is the sole responsibility of the customer to ensure the delivery address provided is correct and deliverable by Canada Post. A deliverable address by Canada Post refers to the correct combination of Street #, Street name, unit of PO Box #(if applicable), City, province and postal code.
The Low Carb Grocery reserves the right to review and adjust the shipping charge assessed for an order, should an incorrect address was provided during order check out which results in a wrong shipping charge being assessed.
Canada Post will usually make 1 attempt to deliver to your home address or community mailbox. If no one is home to receive the package, a pick-up notice will be left at your door or mail box to notify the pick-up location of the package. You have up to 15 days to pick-up your package from the postal station after the first attempt. If, after 15 days, the package is still left unclaimed at the postal station, Canada Post will return the unclaimed package to us. Please note that it is the responsibility of the customer to pickup the package from the postal station within the holding period. In the case where the package is left unclaimed and is shipped back to us by Canada Post, the customer is responsible for the shipping charge incurred for the delivery, as well as the shipping cost charged to The Low Carb Grocery by the carrier for the return delivery.
If a parcel is left inside the community mailbox, it is the customer’s responsible to retrieve the parcel in timely manner to prevent spoilage or damage to the contents of the package. Canada Post and The Low Carb Grocery are not responsible for damages of products resulting from unattended parcels.
All quoted shipping charges are subject to review. If we cannot deliver your order at the quoted price (due to cost of very heavy shipment or certain remote destinations), we will contact you to review alternatives or re-confirm that the revised shipping charge is ok with you.
Customer satisfaction is our #1 priority.
If you are not completely satisfied with your purchase, simply return the product within 14 days. Returned items must be in re-sellable condition (unopened). No exceptions. Please contact us first (at 1-888-484-7479) to confirm the product return request. Returns must be accompanied by receipt. Returns without receipt will be accepted for store credit only.
For internet orders, products may be returned in person or by mail. Please note that customers are responsible for the postage for shipping back the products. Once we receive the returned products, refunds will be processed less shipping costs already incurred. If the delivered order is missing products or contains incorrect products, please contact us to remedy the problem.
Customers are responsible for submitting orders with correct address. If an order is lost or returned due to incorrect address, the order may be re-delivered at customer’s cost or, if order is returned, refunded less shipping charges already incurred. Please note that if a package is returned due to incorrect shipping address, and the package contains perishable products, the cost of replacing the perishable products to be reshipped will be charged to customers. If the customer choose to cancel the order, the order will be refunded less any shipping charges already incurred and the cost of any non-resellabe perishable products in the returned package.