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FREE SHIPPING ON ORDERS OVER $75 ACROSS CANADA *Some exclusions apply.
FREE SHIPPING ON ORDERS OVER $75 ACROSS CANADA *Some exclusions apply.

SHIPPING POLICY

Shipping

  • Free economy shipping on all orders over $75.00 (before tax) in Canada; excluding remote areas as defined by Canada Post here.
  • In-stock items will be processed and shipped within 3-5 business days.
  • *Due to higher than usual demand, couriers cannot guarantee delivery wait times.
  • *Fresh and Freezer items excluded for courier shipping
  • Should a product you have ordered be out of stock you may choose to:
    • Hold your order until the products come in or receive a refund for that item and order again at a later date.
    • Receive a similar product from another vendor 
    • We will contact you to find out your choice
  • Since chocolate melts so easily in the heat, we do not ship out chocolate in the summer months.  If you choose to order anyway, we are not responsible for any melted chocolate. Thank you for your understanding!
  • Orders over 5kg are subject to the following shipping rates:
    5kg-10kg: Additional $20 Shipping Fee
    10kg -15kg: Additional $30 Shipping Fee
    Greater than 15kg will be contacted by Natural Food Pantry Shipping Team.

Curbside Pickup

  • We do not guarantee same-day or next day pick-up.  
  • We do our best to fulfill orders within 48hrs. * Note: we do not fulfill orders on Saturdays or Sundays.
  • Orders that require items to be transferred from another location will have a delay in fulfillment. 

Local Ottawa Home Delivery

  • Free local home delivery is available for the Ottawa area on orders over $75 and have a $10 charge on orders under $75.
  • Orders placed by Tuesday at noon, will be delivered on Friday (same week) 
  • *If we are out of stock of any items in your order, we will contact you to discuss substitution options and confirm delivery time.
  • Please note * We cannot guarantee an exact delivery time, therefore we suggest you are home to receive your fresh or frozen items between 9 am and 4 pm
  • Dry good orders will be left at the front door 
  • Transfer of title and risk occurs when the products arrive and are delivered at your specified delivery address.
  • The products will be at your risk from the time of delivery at your specified delivery address.
  • To maintain the integrity of the products after delivery we recommend that you immediately refrigerate or freeze perishable items.
  • An adequate sized cooler can be left on your front porch/step for placement of items if you so desire.
  • If your residence has street access, the driver will ring the bell (if available) or knock and leave the packages on your doorstep.  
    If you live in an apartment building that requires an access code to your unit, please ensure this information is provided.   If not, orders will be left in the lobby, providing access.  If access to your lobby is not available and there is no answer by phone, the order will be returned to NFP.  Additional shipping charges may apply. 
     
    Natural Food Pantry is not responsible for stolen packages.  

Order Ad-ons

If you would like an item added on to your existing order please note that your delivery time may change.

If you placed your order through our order form, give us a call at 613-726-9200 ext. 236 or email us at sales@naturalfoodpantry.ca. We will do our best to accommodate you.

If you placed your order through the shopping cart on our online store, you must place a new order through our online store. Payment is processed through a secure platform and we are unable to take payments for more items on a preexisting order. Please add your existing order number to the notes of your new order.

Returns

  • Products may be returned for refund within 30 days of purchase in original unopened packaging to a physical store or shipped back. Shipping fees are the responsibility of the customer if shipped back. Please notify us if you are returning a product prior to shipping.
  • In order to get a full refund on your payment method, the product(s) must be unopened. If the product(s) are open, they will only qualify for online store credit. This online store credit is only applicable on the website, and cannot be used in our physical stores.

Cancellations

  • Order cancellation is a time-sensitive action, so please do get in touch with our sales team as soon as possible at sales@naturalfoodpantry.ca. 

Lost Courier Packages

  • If you suspect your parcel has been lost in transit, please contact us before 15 days has passed since receiving your tracking number. Shipping couriers such as UPS, Canada Post or Purolator have a set timeline  for when they can look into when a package was lost.

 

We do not Ship to the U.S.A. at this time

International shipments

  • We apologize for any inconvenience but we currently do not ship outside of Canada.