What are your Shipping Rates?

We ship across Canada!

Free shipping for orders over $149

$6.99 Flat Rate Shipping for orders between $40 and up

$9.99 Flat Rate Shipping for orders between $24.99 and $40

$14.99 Flat Rate Shipping for orders below $24.99


REMOTE AREA SHIPPING

Free shipping for orders over $249

$19.99 Flat Rate Shipping for orders between $99 and up

$24.99 Flat Rate Shipping for orders under $99

*If you live in a remote area in Canada (See Canada Post - Table 9 here)

If shipping is above a reasonable amount (for ex - > $25 above regular shipping fees), we may reach out to you as additional charges may apply.

How long will my order take to arrive?

We ask for 1 - 4 business days to pick and pack your order. We pick and pack every day except weekends.

We ship from the GTA and our transit time can range from 1 business day within Ontario up to 10 business days to parts of Canada.

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! 

What carriers do you use?

We use a combination of UPS, Purolator, Fedex and Canada Post.

For P.O. boxes and areas not serviced by any other carriers, we use Canada Post.

We will use the best combination of fast time and cost when selecting an option to ship your box. If you have specific requests to use a carrier, please enter them in the note area below the cart page or send an email to contact@switchgrocery.com

We will do our best to accommodate your request, but this is not guaranteed.

What is your return policy?

Our products are not eligible for return as they are food items and perishable.

We do not make the products and so if you have an issue with the product itself, please contact the manufacturer directly.

Please cc us at contact@switchgrocery.com and we will assist in providing a resolution to the best we can.



My order has damaged or missing items, now what?

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 of your box and items to contact@switchgrocery.com

We do need a photo of the box or damaged items or the box with all the other products and any details as this helps us with insurance and also to improve our process! 

I have an issue with the products I ordered?

We are not the manufacturers of the food products we sell.

If you have an issue with the product itself, or a general complaint about the product, please contact the manufacturer directly.

Please cc us at contact@switchgrocery.com and we will assist in providing a resolution to the best we can.

Where do you ship to?

We ship all over Canada!

We do not ship to the United States or anywhere else at this time.

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.

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 commit to you that we do not make any money on shipping which you can read in our blog post here

I have a shipping issue!

We're sorry! Here are some things that can help:

1) Review the address you entered at checkout. Sometimes our Customer Friends have entered the incorrect address (by a digit) and the box was delivered to a neighbour

2) Check your tracking often - your package may still be in transit

3) My tracking says delivered, but it's not here: Did you know we pack in super small boxes to reduce our carbon footprint? Please check your community mailbox.

4) I live in an area where boxes are stolen sometimes: Please check your emails (mark us as a safe sender or sign up for text alerts). Check your front door as soon as possible when a delivery is made especially if you're in an area susceptible to stolen packages.

5) My box is still missing: Please email us at contact@switchgrocery.com We will file a claim with the carrier and they will contact you via phone to verify that you did not receive the box for a reimbursement. We appreciate you sharing any details with us at contact@switchgrocery.com to support our reimbursement process.

We cannot be held liable for lost packages due to incorrect/missing information at checkout (missing buzzer information, wrong address, address redirect), ship to business but business is closed, lost / stolen package after delivery, no one available to accept delivery.

We can redirect / fix / re deliver your box for a fee of $9.99 + additional charges (this is because we face additional costs when boxes are returned back to us)

- We cannot be held liable for extended delivery times in your area

- If we have shipped your package and the carrier has delivered it to your door according to status from the carrier, we will not be liable for replacing the package. We will make best efforts to help locate the package and address your concern.

Please email us at contact@switchgrocery.com with your order number and provide as many details as possible. We understand things can happen and we will do our best to help you and come up with a solution.

Temperature sensitive items

At this time, we are NOT using ice packs to ship chocolates.

Coco Polo chocolates 

Please allow for additional time to ship out your chocolates and frosting as we wait for a "cooler day" or the start of the week to ship chocolates! Generally, we do not ship chocolates on Thursday and Friday.

As the weather gets warmer, we cannot guarantee that chocolates will not melt during transit. We don't provide refunds for melted chocolate - Our Customer Friends freeze or refrigerate chocolate on arrival and it does firm up and is delicious if not pretty!

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

A prolonged pick up time on your end or leaving the product outside for an extended period of time can cause melting, and we do not provider refunds for this issue. 

Other sensitive to weather items:
If your order has frozen items like Live Wraps, we recommend freeze or refrigerate on arrival and they're good in the freezer for up to 6 months!

Can I track my order?

Yes!

Please check your junk for this email. You will receive an email notification "Your order has been fulfilled." which means that your order has been packed and will be handed over to the carrier shortly!

Click on VIEW YOUR ORDER and you'll find a button to click on: TRACK YOUR PACKAGE! You can also sign up with the carrier for text updates.

Can I add/remove items from my order?

Please email us at contact@switchgrocery.com with your invoice number and changes as soon as possible. Currently, we are shipping every 24 hours except weekends, so add-ons have to be organized as quickly 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. 

You are out of stock of the item I want! What do I do?

To find out as quickly as possible, sign up on the product page to be notified via email when the item is back in stock.

Please join our FB group, the Switchers to keep in touch with us more frequently and get restock notifications as soon as they happen! 

Can I cancel my order after placing it?

If you need to cancel your order for a specific reason, please email us, and we will do our best to accommodate your request but cannot guarantee it at this time as we are processing orders continuously.

We cannot cancel your order if it has been sent to our fulfillment centre for processing and packing. 

Do I need a Switch Grocery account to place an order? 

No. We encourage creating an account with SwitchGrocery if you need to access prior orders.

What method of payment do you accept for online orders?

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

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!).

SwitchGrocery website is secured by Shopify servers and we do not see any payment information.

Where is SwitchGrocery located?

We are a remote team in Ontario! Our products are at a fulfillment centre in Brampton, Ontario and we ship from here. 

We are a proud Canadian growing startup! 

Why is pickup on haitus?

You used to offer pickup - what happened? We transitioned to a fulfillment centre to serve our Customer Friends better. We were considering bringing pickup (once/month) back from an office space but after COVID-19, this will not be returning. 

I have a recommendation and some feedback!

Please email us at contact@switchgrocery.com 

If you are interested in providing feedback on Switch products - current and upcoming and shaping the future of Switch, please join our FB group, the Switchers