Ordering & Payments
What payment methods do you accept?
We accept major credit cards, debit, and Paypal.
How do I know my order went through?
You’ll receive a confirmation email once your order is placed successfully.
Can I change my order after it’s been placed?
Changes are time-sensitive. Please contact our sales team as soon as possible at sales@naturalfoodpantry.ca.
Products & Availability
How do I know if an item is in stock?
We regularly update our online store to show products that are currently in stock. If an item you ordered becomes unavailable, we’ll contact you directly with options.
Do you carry the same products online as in-store?
Most products are available both online and in-store, though selection may vary by location. Please note that produce and bulk foods are not available online.
We invite you to visit any of our five Ottawa locations to shop these items in person. See our Locations page for details.
Can I request a product you don’t currently carry?
Yes! Email us at info@naturalfoodpantry.ca with your request. We’re always looking to add amazing products, though we can’t guarantee availability.
Promotions & Discounts
How do I apply a discount code?
Enter your code at checkout in the “Discount Code” field.
How long do promotions and discounts run?
Each promotion clearly displays the dates during which it is valid. Please note that we reserve the right to change or update promotions at any time.
Pantry Points
What is the Virtual Pantry Points Program?
When you place an order online, a Pantry Points account is automatically created for you. You’ll earn points with every purchase, and you can learn more about the program here.
Can I combine my Virtual Pantry Points with the In‑store program?
No, the Virtual Pantry Points program is separate from the In‑store Pantry Points program, and points cannot be combined between accounts.
Shipping & Delivery
Do you offer free shipping?
Yes! We offer free economy shipping on all orders over $75 (before tax) within Canada, excluding remote areas as defined by Canada Post. Some exclusions may apply. Please read our full shipping policy here.
How long will it take to ship my order?
In-stock items are processed and shipped within 3–5 business days.
Are fresh or frozen items eligible for courier shipping?
No, fresh and freezer items are excluded from courier shipping.
Are there extra fees for heavy orders?
Yes. Orders over 5kg are subject to additional shipping fees:
5–10kg: $20
10–15kg: $30
Over 15kg: Our shipping team will contact you directly.
Curbside Pickup
Can I pick up my order the same day?
We do not guarantee same-day or next-day pickup. Orders are usually ready within 48 hours (excluding weekends).
What if my items need to be transferred from another location?
Transfers may cause a delay in fulfillment.
Local Ottawa Delivery
Do you offer local delivery?
Yes! Free local delivery is available in Ottawa for orders over $75. Orders under $75 have a $10 delivery fee.
When will my order arrive?
Orders placed by Tuesday at noon are delivered Friday of the same week.
Do you guarantee delivery times?
We cannot guarantee exact times. Fresh/frozen items are delivered between 9am–4pm. Dry goods may be left at your door.
Who is responsible for stolen packages?
Natural Food Pantry is not responsible for stolen packages once delivered.
Returns & Cancellations
Can I return products?
Yes, within 30 days of purchase if unopened. Returns can be made in-store or shipped back (customer pays return shipping).
Opened products qualify only for online store credit (usable on our website, not in physical stores).
How do I cancel an order?
Contact our sales team as soon as possible at sales@naturalfoodpantry.ca
International Shipping
Do you ship outside Canada?
Unfortunately, we do not ship to the U.S.A. or internationally at this time.
Contact Us
Who do I contact with product questions or special requests?
Please email us at info@naturalfoodpantry.ca and our team will be happy to assist you.
Do you have physical stores?
Yes! We have five Ottawa locations. You can find addresses and details on our Locations page.