Shipping Policies

Shipping Times

We ship dry orders every day but orders placed on the weekend aren’t 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. 

You will receive a confirmation email with your tracking number when your order is shipped. 

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. We can’t control what happens to your order once it leaves our facilities. We are not responsible for carrier delays but can help you make a claim in the event of spoilage due to delayed delivery. Please contact us if you are concerned about your order. 

Shipping Rates

Shipping charges for your order will be calculated and displayed at checkout. We are using live rates and what’s quoted is the same rate that we are being charged from the carriers. 

Orders containing perishable items must have a shipping time of 1-2 days. During cold months, 3-day shipping might be fine, but the risk of shipping outside of our guidelines must be accepted and we would not be able to take any responsibility for any spoilage occurring due to extended transit time. 

We have Flat Rate shipping to Greater Vancouver and Greater Victoria and a local same-day delivery service for Metro Vancouver. Please see our FAQ for more information on these options.  

We also have local free Pick-Up spots in Vancouver and Surrey and occasionally on Vancouver Island, in Squamish and in Whistler. See FAQ for more information.  

International Shipping

We offer international shipping worldwide. All orders containing perishables need to be shipped with DHL Express or UPS Express to make sure that the customs process is fast. Due to the risk of delays with international shipping, customers must accept the risk of shipping perishables. (Should we word this differently or leave out completely? Feel like it’s necessary to do this as there are unforeseen delays quite often)

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Vegan Supply is not responsible for these charges if they are applied and are your responsibility as the customer.

How Do I Check The Status of My Order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please let us know if you are concerned about your order. 

Damages or Spoilage

In the event that your order arrives damaged in any way, please email us within 24 hours after delivery at info@vegansupply.ca with your order number and include the following information in the email:

- Order number
- Description of issue
- Photo of box and shipping label, including any damage to the box
- Photo of interior of the original box and packing material such as bubble wrap and brown paper
- Photo of the damaged item

    Note: please keep the damaged item, box and packing material until the claim is filed.

    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!

    Weather 

    We do our best to monitor and communicate any delays that might occur due to weather such as heat, snow, floodings etc. In case we feel that it’s unsafe to ship an order due to potential delays, we will hold the order until further notice. 

    We cannot control any delays that occur due to weather. Please contact the carrier with your tracking number for more information.

    If you have any further questions, please don't hesitate to contact us at info@vegansupply.ca.

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