Frozen or Temperature sensitive items

Coco Polo chocolates:
Hi, I'm a Coco Polo chocolate! I'm in danger of melting away during transit in the summer but I really want to come home to you! You can help me not melt! 

What we ask you to do: 
1) Please track your package once you receive a shipping confirmation.
2) Please make arrangements to pick up the item from a community mailbox or depot OR ensure that you are home to receive the chocolates. 
3) Provide an address other than a P.O. Box if possible because there isn’t a way for us to expedite to a P.O. Box. (we leave it to your discretion - see #2)

A prolonged pick up time on your end or leaving the product outside for an extended period of time can cause spoilage!

We at Switch will do the following: 
1) Include ice pack(s) in the order
2) Wait for a "cooler day" to ship chocolates! Please be aware we may hold any orders with chocolates. We do not ship chocolates on Thursday and Friday.
3) Provide tracking for all shipments, so you can track your chocolates and plan to either be home or have it signed for. It is up to the carrier's discretion to leave at door or take to the depot.
4) Expedite chocolates when we consider it necessary! 
5) Label the box with "keep cool, store in shade" instructions. 

Other sensitive to weather items:
If your order has frozen items (Bald Baker cookies and Live Wraps), please look out for the tip sheet included in your box which has all the storage instructions. Generally, we recommend freeze or refrigerate on arrival!

PICKUP ON REQUEST!

When:  Pickup is available every Tuesday, Wednesday and Thursday from 10am - 4pm

Please indicate in your order notes when you would like to pickup your order. 

Cut off time: pickup orders must be placed by 5pm EST two days before the day you would like to pickup!

Please note that this is NOT a store location, it is our corporate address!

PICKUP LOCATION:
SwitchGrocery offices  
2111 Dundas St W 
Toronto, ON M6R 1X1 

Large SIGN OUTSIDE: WOMEN ON THE MOVE
Closest intersection: Dundas West and Roncesvalles
Closest subway: Dundas West
Parking: There is one-hour free parking during the available pickup time right outside the office and on side streets. 

Where in Canada do you ship and what are the rates?

Free shipping is for orders $149 and up. We ship anywhere in Canada with a flat rate of $9.99 CAD.

Why do you not offer free shipping for orders under $149?

We have learned that there is no such thing as free shipping. Generally, shipping costs are often reflected in higher product prices for customers. We are a new small business in Canada and our goal is to keep prices as fair as possible. We have not increased any of our prices to include shipping or packing surcharges. We really value you as a customer and want to be as transparent as possible. We offer free a pickup option from our corporate office in Toronto.

Do you ship to the USA?

YES! Please visit our US site!! 

What shipping method do you use?

We use a combination of Canada PostUPS and Purolator  for shipping! We're also excited to partner with The Drop Distribution for Toronto deliveries! We're talking emissions free and if you ever see Daryl making a delivery on a Friday, please say hi and check out his electric car!

How long will my order take to arrive?

Ontario: 4 - 7 Business Days (+2 to 4 days for processing, see below)

All other provinces & territories: 5 - 14 Business Days* (+2 to 4 days for processing, see below)

*This is subject to change based on shipping address and remote locations. Please note that these are all approximate times! Please note timelines are also dependent on our carriers.

We do need 2-4 business days to process and pack your order! Please note that during busy times this can be longer. We understand how important getting your order quickly is to you and we do our best to beat the specified times above. 

Finally, the carriers do not pick up shipments on the weekends so if you place an order on a Thursday or Friday, it will likely go out the following week when carriers pick up! 

My order has damaged or missing items, now what?

We're so sorry! While we do our best to pick, pack and cushion your order with love, despite our best intentions, things happen! If your order has damaged or missing items, please send a photo to contact@switchgrocery.com! Please attach a photo of damaged items as this helps us with insurance and also to improve our process! 

Can I track my order?

Yes!

Canada Post, UPS and Purolator Carriers: You will receive an email notification "Your order has been picked up/fulfilled." This means that your order has been packed and will be handed over to the carrier shortly! Open this email, click on VIEW YOUR ORDER and you'll find a button to click on: TRACK YOUR PACKAGE! Feel free to sign up with the carrier for text updates.

Toronto deliveries using The Drop: Deliveries are every Friday and you will receive a text or a phone call from The Drop when the order is dropped off! You'll also receive an email from us specifying "Your order has been picked up/fulfilled" AFTER delivery!

For pickups: We send you a reminder on Friday night (I found the later you get the reminder, the easier it is for you to remember!) with the time slot, date and address (also noted above!). After you pick up your order, You'll also receive an email from us specifying "Your order has been picked up/fulfilled"

Please do check out the tip sheet linked in the fulfillment email!

What method of payment do you accept for online orders?

We currently take credit cards such as Amex, Visa, Mastercard, Visa debit or Paypal. 

Can I add/remove items from my order?

Delivery: Please email us at contact@switchgrocery.com with your invoice number and changes as soon as possible. We will do our best to accommodate you. If your initial order has been processed and shipped already, then a separate order would have to be completed. 

Pickups: Yes, just place another order and select the same pickup time and date as your first order, and we will have everything ready and waiting for you!

When will I be charged for my order?

You will be charged at the time you place your order.  If paying by credit card, you will see a charge from: NBL Foods Corp (that is our corporate legal name!).

How do I know if my order was placed successfully?

Once your order is submitted, you will receive an email confirming that we have received your order. 

What is your return policy?

Our products are not eligible for return as they are food items and perishable.  If you experience any issues with your purchase, please email us at contact@switchgrocery.com within 7 days of receiving your order. We'll definitely see what we can do! 

I had a problem with my order.

We are sorry you've had a problem - please email us at contact@switchgrocery.com and we will happily accommodate! For our insurance purposes, we do need a picture of the order or the box with your message! 

General Questions!

Where is Switch Grocery located? 
Our office and warehouse space is located in Toronto, Ontario, Canada. We are a proud Canadian growing startup! 

What does Switch Grocery sell? 
We specialize in products that cater to individuals who follow Keto & Paleo lifestyles and individuals with Type 1 and Type 2 Diabetes. We have amazing options for our vegan Customer Friends. We do have customers that follow the auto immune protocol (AIP diet). And finally, we love our Canadian customers that want healthy and delicious food and love to support our innovative and awesome suppliers!  

Okay okay, we love everyone! We have a variety of Customer Friends who shop with us for different reasons and follow different lifestyles and we have options that are available for all of you! Our Customer Friends have one thing in common though - we are ALL foodies!  

Do I need a Switch Grocery account to place an order? 
No. However, we encourage creating an account with Switch Grocery as payment information will be safely stored and all prior orders can be easily accessed (for you!). 

When will you be adding new products?

We are working on adding Paleo and Keto friendly foods all the time! Please sign up for our mailing list (at the bottom of this page) to stay up to date on our new additions! If you have any product suggestions, please email us at contact@switchgrocery.com