Damaged and Missing products

If your product(s) is/are damaged upon receipt, please save all boxes, products and packaging materials and contact Ontario Nutrition Company Inc. at (416) 754-7979 immediately. Products that are damaged in transit and found to be the fault of the courier/shipper service will be replaced or refunded at no cost, should the courier/shipper, or Ontario Nutrition Company Inc., be found responsible for the damage.  This is subject to the time frame for the resulting damaged item claim being processed by the Courier.  Please ensure proper documentation of the claim, including photos of the box and products in question.

If items are damaged or missing from your order, the standard policy is for Ontario Nutrition Company to refund customers for missing (or damaged) items in full, to the original method of payment. Ontario Nutrition Company will usually not re-ship any missing or damaged items to customers.  If the customer wishes to receive the missing or damaged products on a second shipment, there will be a shipping charge that needs to be paid for the second shipment, even if it is only shipping missed or damaged items, unless the amount exceeds $150.  A local pickup of the missing items may also be arranged at the discretion of Ontario Nutrition Company and the customer, and will be an exception to this rule.

Return policy

Returns will consist of store credit for the total returned amount or direct exchange on items that have manufacturer defects. Customers wishing to return items that are not defective from the manufacturer, and/or do not accept a store credit, will be subject to a 20% restocking fee on all returned items at the discretion of Ontario Nutrition Company. All refunds will be made to the customer’s initial form of payment only. Returns are accepted within 14 days of purchase, unless notified otherwise. Products must be in original, sealed condition and must be returned at least 14 days before the best before or expiry date. No returns, credits or exchanges accepted on clearance sale items. Proper proof of purchase must be supplied upon returning products. Products may be returned to any Ontario Nutrition Company Inc. store location with proof of purchase.

Exceptions include products which are of the fresh or frozen nature. The customer assumes risks and responsibilities that come with ordering such products through the mail/courier service, and absolves Ontario Nutrition Company Inc., of all responsibilities should products arrive in a damaged, mouldy or otherwise un-consumable condition. Products may be returned via courier; any mailing or shipping costs to return products must be supplied by the returnee and paid before shipping. No COD shipments will be accepted.

Shipping and Handling

Ontario Nutrition Company Inc., will ship all products using UPS, PUROLATOR OR FEDEX. All products will be shipped in one box, to a maximum size of 16”x16”x16” with a maximum weight of 30kg. Any additional boxes required in order to stay within the size and weight limits establish by the courier will be charged accordingly. If the customer qualifies for “free shipping” on certain orders, this applies only to the first box with dimensions as indicated above; any additional boxes required will be charged accordingly. Any and all additional charges such as extended delivery areas, overweight charges, delivery surchages etc., and their associated fees and taxes will be paid by the customer, and is not included in the “free shipping” promotion. Should the customer wish to use a separate shipping company, all shipping fees charged by the alternate shipping company will be the sole responsibility of the customer, and any “free shipping” promotions may not be applied. If customer wishes to use special packaging materials such as ice packs or ice boxes, or special courier such as refrigerated shipping, additional charges may be applied. Standard shipping boxes, packaging materials and tape will be used, unless otherwise specified by the customer.

Shipping will be paid at the standard parcel rate by the customer, and automatically upgraded to expedited shipping by Ontario Nutrition Company Inc., at no cost to the customer. Expected delivery times within Ontario are 1-3 business days. Expected delivery times within Canada can range from 5 to 15 business days, depending on location and distance. Please keep this in mind when ordering certain products. by the courier can and will safe drop the package unless otherwise indicated at time of ordering by the customer. In cases of missed delivery, the courier will leave a notice card, and it is the customer’s responsibility to pick up the package in a timely manner from the indicated post office. Any undeliverable packages returned to Ontario Nutrition Company Inc., will not be resent unless shipping charges are paid for by customer. ALL ITEMS WILL BE SHIPPING WITHIN 24 HOURS OF RECEIVING THE ORDER. ORDERS MUST BE RECEIVED BY 10:00AM FOR NEXT DAY DELIVERY. IF YOU PLACE YOUR ORDER AFTER 12:00PM, PLEASE CALL 416 754 7979 TO CONFIRM THE ORDER WILL BE SHIPPED OUT. WE CANNOT GUARANTEE THAT ORDERS RECEIVED AFTER 12:00PM WILL BE SHIPPING THE SAME DAY, EVEN IF YOU CHOOSE A SPECIFIC SHIPPING COURIER, SERVICE OR TIME. IN THIS CASE OF DELAYED ORDERS RECEIVED AFTER 12:00PM, WE WILL REFUND ANY DIFFERENCE IN SHIPPING CHARGES, IF ANY, IF WE ARE UNABLE TO GET THE PACKAGE OUT THAT DAY. YOU WILL RECEIVE AN EMAIL NOTIFICATION.

Ontario Nutrition Company Inc., offers fresh and frozen products for in-store purchase. If customer wishes to purchase these products online, to be shipped via mail/courier, the customer assumes all risks and responsibilities associated with the shipping and receiving of such items. The customer will understand that these products may thaw, or be left un-refrigerated for extended periods of time; and thus, may have associated consequences. If products arrive unfit for consumption, do not consume. Notify Ontario Nutrition Company Inc. immediately.

Ontario Nutrition Company Inc., will perform due diligence in properly wrapping and protecting all products. Shipping and Handling fees will be charged at checkout; however, there may be some special circumstances in which additional fees or charges may be necessary to complete and ship the order, in which case, Ontario Nutrition Company Inc. will hold all affected shipments and orders in order to contact the customer directly.