Some items have warning labels like 'May Contain Traces of Dairy'. These refer to traces of an allergen, the residue of which may remain as a contaminant on production machinery between batches. For example: A chocolate factory where they produce dairy and dark chocolate. These items are still considered vegan by most (including vegan certification organizations like The Vegan Society and Vegan.org), as they're not intentionally added to the product, and are usually in very trace amounts (if at all) which could be of concern for people with specific allergies, but not actually intended for the final product.
- Q - What Does 'May Contain...' Mean In The Ingredients List?
- Q - Do You Sell In Bulk?
- Q - Do You Sell To Retailers And Food Service Establishments - AKA Wholesale?
- Q - I Make a Vegan Product, Would You Be Interested In Selling It?
- Q - Will You Be Carrying Just Egg or Impossible Burgers?
- Q - Are You Hiring?
- Q - Who Are You?
- Q - I have a special request, will you be able to help me?
- Q - Do You Have a Quick Walk-Through For Shopping On VeganSupply.ca?
- Q - The Item I'm Looking For Is Out Of Stock. When Will You Have More?
- Q - How Can I Find Out What Your Newest Items Are?
- Q - What is an Efficient Way to Browse the Site?
- Q - My Coupon/Discount Code Does Not Apply to Some Items
- Q - Do You Have Gift Cards?
- Q - I'm Celiac - Is There An Easy Way To Locate Gluten-Free Items?
- Q - Do I Need To Set Up Some Kind Of Vegan Supply Account?
- Q - How Do You Process Payments?
- Q - Where Do You Ship To?
- Q - What If I'm Ordering Cold/Frozen Items?
- Q - How Quickly Do You Ship Orders?
- Q - What About The Flat Rate Shipping Rates?
- Q - What about shipping insurance with Route?
- Q - Do you offer free shipping?
- Q - Do You Have Any Pick-Up Locations Outside of the Vancouver Area?
- Q - How Do The 'Free Pick-up' Locations Work?
- Q - Can Someone Else Pick Up My Order?
- Q - I’m not happy with my order! What should I do?
- Q - I live remotely, can I still place an online order to be shipped to me?
- Q - What About Cold Packs?
- Q - What is Route?
- Q - Where is my order?
- Q - How does Route work?
- Q - How does Route process refunds or reorders?
- Q - When should I file a claim?
- Q - What if my order never arrives or is stolen?
- Q - What if my order arrives damaged?
- Q - How do I file a claim for my lost, damaged or stolen order?
- Q - What are Route's terms and conditions?
- Q - Is Route a licensed insurance company?
- Q - Do You Have A Physical Shop I Can Visit In Person, And What Are The Locations & Hours?
- Q - Are Items Listed Online All Available In-Store?
General Topics
- Q - What Does 'May Contain...' Mean In The Ingredients List?
- Q - Do You Sell In Bulk?
- Q - Do You Sell To Retailers And Food Service Establishments - AKA Wholesale?
- Q - I Make a Vegan Product, Would You Be Interested In Selling It?
- Q - Will You Be Carrying Just Egg or Impossible Burgers?
- Q - Are You Hiring?
- Q - Who Are You?
- Q - I have a special request, will you be able to help me?
Q - What Does 'May Contain...' Mean In The Ingredients List?
Q - Do You Sell In Bulk?
We do offer a few items with Case discounts. If you're interested in larger quantities of a product, please get in touch.
Q - Do You Sell To Retailers And Food Service Establishments - AKA Wholesale?
Yes! We offer Wholesale pricing on a wide range of brands to other businesses. Please head to our Wholesale & Distribution page for more info or to apply for an account.
Q - I Make a Vegan Product, Would You Be Interested In Selling It?
There's only one way to find out: contact us! We love connecting with other vegan entrepreneurs and vendors.
Q - Will You Be Carrying Just Egg or Impossible Burgers?
These are controversial products, given that they were both tested on animals by their respective companies. As a company guided by vegan ethics, and opposed to animal testing, we are not carrying these items. Please enjoy the wide range of burgers we carry, as well as the VeganEgg from Earth Island - they're opposed to animal testing, and the VeganEgg has a much wider range of uses.
Q - Are You Hiring?
Please visit our Careers page to find out!
Q - Who Are You?
Jason Antony is the owner of Vegan Supply as well as co-owner of the MeeT restaurants here in Vancouver. Our small team is a dedicated group of vegans who want to get you amazing vegan food and products! Check out our About Us page for more.
Q - I have a special request, will you be able to help me?
Yes! Whether you need a gift basket, are looking to buy a larger amount of a product or looking for something that we aren’t currently carrying - we will do our best to accommodate you. Send an email to info@vegansupply.ca with your request and we will look into how we can help you!
Online Shopping
- Q - Do You Have a Quick Walk-Through For Shopping On VeganSupply.ca?
- Q - The Item I'm Looking For Is Out Of Stock. When Will You Have More?
- Q - How Can I Find Out What Your Newest Items Are?
- Q - What is an Efficient Way to Browse the Site?
- Q - My Coupon/Discount Code Does Not Apply to Some Items
- Q - Do You Have Gift Cards?
- Q - I'm Celiac - Is There An Easy Way To Locate Gluten-Free Items?
- Q - Do I Need To Set Up Some Kind Of Vegan Supply Account?
- Q - How Do You Process Payments?
Q - Do You Have a Quick Walk-Through For Shopping On VeganSupply.ca?
Our online team is operating out of our Chinatown store and we offer almost everything that can be found there, in our online store as well. By clicking ‘Shop By’ on the top of the page, you can browse through our store and all of the products we are carrying. You can also narrow your search down if you are looking for anything in particular. If there is anything that you are unable to find on our site, don’t hesitate to reach out! We do our best to accommodate special requests.
Once you’ve found everything that you need, simply press the basket in the top right corner to get to your cart. Here you can review your products, adjust your cart, add add-ons and leave notes on your order. Press ‘Check Out’ when you’re ready to proceed to payment.
On this page, add your shipping details and pick-up or shipping option (you will need to enter your address even though you want to pick up your order). When you’re ready - proceed to payment, we accept many different payment methods, including crypto currencies. Once your order is completed you will get a confirmation email!
Please scroll down to the shipping part of the FAQ to see our order fulfilment process and don’t hesitate to reach out if you have any questions!
Q - The Item I'm Looking For Is Out Of Stock. When Will You Have More?
We are sorry it is currently out of stock! Please check back soon or use our Back In Stock Notification feature which can be found on any item that is sold out, just watch for the tab on the right side of the page.
Q - How Can I Find Out What Your Newest Items Are?
Our very 'Newest Items' are the ones listed on our main page and this is updated regularly whenever new products come in. Click here to browse our entire catalogue sorted by the most recent additions. Also, if you join our email list, we will keep you posted every couple weeks. Subscribing to our newsletter is easy and can be found near the bottom of the left menu.
Q - What is an Efficient Way to Browse the Site?
It might be a bit overwhelming as there are a lot of options for browsing, and it's tricky listing upwards of 3,000 different items! We recommend clicking on each major category (Meat & Dairy Alternatives, Pantry, Sweets & Snacks, etc..) and at the top of the sub-menu is a 'Browse All' option. Select that for each and you'll get a more manageable list of products from each category.
Q - My Coupon/Discount Code Does Not Apply to Some Items
There are a small range of items that are always exempt from discount codes such as gift cards and wholesale products.
Q - Do You Have Gift Cards?
Yes we do, see the top of our menu! Send us a note if you would like a physical copy of your gift card, otherwise, we will assume you are interested in an electronic version which will be emailed to you after you place the order. Physical cards can be purchased in our retail shop and can be used on our online store or in our Vancouver Chinatown shop.
Q - I'm Celiac - Is There An Easy Way To Locate Gluten-Free Items?
We have 'tags' on each product which is found below the Ingredients. One of those tags is Gluten-Free and you can browse many of our GF items this way (click here to see). Currently, this is more of a list of 'intentionally GF' items as many are also unintentionally GF, like chocolate, so they don't appear in this list. Our long-term strategy is to make it easier to find all GF items and perhaps 'flag off' all gluten items.
Q - Do I Need To Set Up Some Kind Of Vegan Supply Account?
After your first order you can create an account with us. It will save your mailing details but not your credit card information. This is not required but it will allow for a faster check-out process. Alternatively, you can go straight to the check-out page to complete your purchase.
Q - How Do You Process Payments?
All transactions are processed through Shopify. The methods of payment we accept are VISA, Mastercard and PayPal.
Online Orders, Shipping & Free Pick-Up Location Info
- Q - Where Do You Ship To?
- Q - What If I'm Ordering Cold/Frozen Items?
- Q - How Quickly Do You Ship Orders?
- Q - What About The Flat Rate Shipping Rates?
- Q - What about shipping insurance with Route?
- Q - Do you offer free shipping?
- Q - Do You Have Any Pick-Up Locations Outside of the Vancouver Area?
- Q - How Do The 'Free Pick-up' Locations Work?
- Q - Can Someone Else Pick Up My Order?
- Q - I’m not happy with my order! What should I do?
- Q - I live remotely, can I still place an online order to be shipped to me?
- Q - What About Cold Packs?
Q - Where Do You Ship To?
We ship nearly anywhere across Canada and around the world! You can get a quick and easy shipping estimate straight from the Cart page. After adding an item or two, simply enter your postal code and you will get rates from Canada Post and UPS. Shipping times will be listed on the Checkout page (you can continue shopping after viewing the Checkout page as well).
If you're in the Vancouver area, we also offer a few free Pick-Up locations (see below). Also note, we often reuse boxes and packing materials when shipping to minimize our impact.
Q - What If I'm Ordering Cold/Frozen Items?
Please refer to our Shipping Policy for more details.
Q - How Quickly Do You Ship Orders?
We ship dry orders every day but orders placed on the weekend won’t be picked up until Monday as our courier pick-ups are Monday to Friday. Dry orders placed before 12pm PST will be shipped the same day.
We only ship orders with cold and frozen items on Mondays and Tuesdays (with some exceptions for Wednesdays). Orders placed after 11am PST on Tuesdays may be shipped the following week.
For local orders, there is a separate schedule for deliveries with our own local delivery driver. Please see "Q - What About The Flat Rate Shipping Rates?" for schedule and further details.
Note: During times with higher volumes than usual, such as sales, or during holidays these times may change. In case of a distributor shortage we will contact you, which might mean that your order takes longer to ship out. Please contact us if you are concerned about your order.
Q - What About The Flat Rate Shipping Rates?
*NOTE: Delivery service with our local driver is temporarily paused. Any orders qualifying for free shipping over $199 will be shipped with a courier instead.*
We offer a few flat-rate shipping options which are detailed below.
We offer a flat rate of $18 for Greater Vancouver, the Fraser Valley and Chilliwack. Orders will be delivered with our own delivery driver according to the following schedule (orders to Abbotsford, Langley, Chilliwack and Mission will be shipped with a courier):
Monday: Vancouver, North/West Van, Burnaby, New West
Tuesday: Orders are shipped via courier only
Wednesday: Port Moody, Coquitlam, Maple Ridge, Pitt Meadows
Thursday: Vancouver, North/West Van, Burnaby, New West
Friday: Richmond, Surrey (depending on address), Delta, White Rock
Delivered orders have fewer packing materials and won't be sitting in a sorting centre waiting for delivery, rather they will go from fridge to fridge, freezer to freezer! The driver will contact you before delivery. Let us know if you would prefer having your order shipped with a courier.
Orders over $199 are eligible for free shipping.
NOTE: The delivery schedule may change depending on demand or orders may be shipped with a courier if demand is low. Please contact us as soon as possible if you need your order by a certain day or have any other concerns at support@vegansupply.ca and we will do our best to accommodate.
Q - What about shipping insurance with Route?
Check the section below in the FAQ regarding Route.
Q - Do you offer free shipping?
*NOTE: Delivery service with our local driver is temporarily paused. Any orders qualifying for free shipping over $199 will be shipped with a courier instead.*
We currently offer free shipping for orders over $199, in Greater Vancouver and Fraser Valley.
Orders will be delivered with our own delivery driver according to the following schedule (orders to Abbotsford, Langley, Chilliwack and Mission will be shipped with a courier):
Monday: Vancouver, North/West Van, Burnaby, New West
Tuesday: Orders are shipped via courier only
Wednesday: Port Moody, Coquitlam, Maple Ridge, Pitt Meadows
Thursday: Vancouver, North/West Van, Burnaby, New West
Friday: Richmond, Surrey (depending on address), Delta, White Rock
Let us know if you would prefer to have your order shipped by a courier.
Q - Do You Have Any Pick-Up Locations Outside of the Vancouver Area?
Yes! We do weekly free pick-ups in Victoria on Thursdays at MeeT on Blanshard (between 3-5pm and 7-9pm). We also occasionally do a free pick-up in Duncan and Nanaimo, and a free pick-up in Squamish and Whistler. Keep an eye out on our socials and subscribe to our newsletter to get more information on when the pick-ups are happening.
Q - How Do The 'Free Pick-up' Locations Work?
We currently offer two locations where you can pick up your order free of charge.
In-Store Pick Up at our Chinatown Location (250 East Pender Street between Main & Gore).
Your order will typically be ready for pick-up two hours after it has been placed provided it is placed during business hours. If we have an increase in volume, during sales for example, it might take a little longer. Please wait for an email from us letting you know that your order is ready before attempting to pick up. Please contact us if you don’t receive a pick-up email!
In-Store Pick Up at our South Surrey Location (202-14016 32 Avenue at Elgin Corners)
All pick-up orders are fulfilled from our Vancouver (Chinatown) location and as such, it is our default pick up location. Should you wish to pick up your order from our Surrey location please use the code SURREYPICKUP at checkout. If you missed this step, just shoot us an email to info@vegansupply.ca and we will reroute your order accordingly. Surrey pick up orders are transferred over to Surrey every Wednesday, so any orders placed before 10AM on these days will go to Surrey the same day, otherwise they will go with the following transfer. You will get a confirmation email when your order is ready to pick up (typically Thursday morning). Please contact us if you have any questions!
Q - Can Someone Else Pick Up My Order?
Not a problem! Just place the order as you would for yourself and include a note (or send a separate note) letting us know who to expect for your pick-up. Please have the Order # handy to make the pick-up process seamless.
Q - I’m not happy with my order! What should I do?
My order was delivered damaged
Please make your claim with Route Shipping insurance. You can find more information on this in the section below regarding Route. Please note that we are unable to give compensation for damaged items on orders where Route has been omitted.
My frozen items are thawed
Some thawing is likely to happen when shipping frozen items, especially in the summer. Refreezing thawed items are in most cases fine as all products are vegan. Please let us know if you are uncomfortable with consuming any of your thawed items and we will look into what we can do for you!
I received the incorrect item
Please make your claim with Route Shipping insurance. You can find more information on this in the section below regarding Route.
If you didn't have Route selected on your order, please send us an email to info@vegansupply.ca with a photo of the incorrect product and we will look into what we can do for you. Please note that we wont be able to give a full refund or send a replacement without Route.
Q - I live remotely, can I still place an online order to be shipped to me?
Yes! We are shipping with Canada Post all over Canada, but if your address is remote, the shipping time might be longer. If you wish to order perishable items and the shipping time exceeds our 1-2 day recommendation, you would have to accept the risk of shipping outside of our guidelines. We also recommend including an insulated shipping box to make sure that your perishables are staying cold during a longer transit.
Q - What About Cold Packs?
As of March 2022, customers no longer need to add cold packs to perishable orders. We will make sure that the right amount of cold packs will be added to your order! If you want to keep your order extra cold, please add an insulated box or click the ‘Extra cold’ add-on to your order. For a larger order or an order shipping far or to the US, we recommend the insulated box! Don’t hesitate to contact us if you are concerned about your order.
Shipping Insurance With Route
- Q - What is Route?
- Q - Where is my order?
- Q - How does Route work?
- Q - How does Route process refunds or reorders?
- Q - When should I file a claim?
- Q - What if my order never arrives or is stolen?
- Q - What if my order arrives damaged?
- Q - How do I file a claim for my lost, damaged or stolen order?
- Q - What are Route's terms and conditions?
- Q - Is Route a licensed insurance company?
Q - What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route Protect and looking to file a shipping issue online? File here
Q - Where is my order?
Q - How does Route work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
Q - How does Route process refunds or reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Q - When should I file a claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
- Please note, orders over $100 CAD will require a police report to be filed by the customer before any resolution can occur
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
Q - What if my order never arrives or is stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here.
Q - What if my order arrives damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at info@vegansupply.ca and we will be happy to work with you to remedy the situation.
Q - How do I file a claim for my lost, damaged or stolen order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
Q - What are Route's terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Q - Is Route a licensed insurance company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Retail Stores
- Q - Do You Have A Physical Shop I Can Visit In Person, And What Are The Locations & Hours?
- Q - Are Items Listed Online All Available In-Store?
Q - Do You Have A Physical Shop I Can Visit In Person, And What Are The Locations & Hours?
Yes, we have two retail stores for you to visit!
Our Vancouver Chinatown retail store opened June 27th, 2017 and is located at 250 E Pender Street (between Main & Gore). Retail hours are:
- Monday to Friday: 10am to 7pm
- Saturday and Sunday: 10am to 6pm
- Holiday Hours are announced on Google.
Our South Surrey retail store opened August 26th, 2018 and is located at #202-14016 32nd Avenue (Elgin Corners). Retail hours are:
- Monday and Tuesday: Closed
- Wednesday to Friday: 11am to 7pm
- Saturday and Sunday: 11am to 6pm
- Holiday Hours are announced on Google.
Q - Are Items Listed Online All Available In-Store?
The items listed online generally reflects what is in-store at our Chinatown shop. Please note that our Surrey store is smaller and has a smaller selection and quantites but also has some unique items as well!