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 10 AM PST will be shipped the same day. 

We only ship orders with cold and frozen items on Mondays and Tuesdays (with some exceptions within BC for Wednesdays, and local delivery on Thursdays). Orders placed after 10 AM PST on Tuesdays may be shipped the following week. 

In some cases, we might be able to ship out orders on Wednesdays going beyond BC, if a top-tier shipping service is selected. Please contact our team at info@vegansupply.ca if you would like to get your order shipped on a Wednesday and we will look into options for you.

You will receive a confirmation email with your tracking number when your order is shipped. We cannot control what happens to orders once they leave our facilities - please check your tracking number for more information.

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 or a local delivery method. 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 local free Pick-Up spots in Vancouver and Surrey, weekly on Wednesdays in Victoria, and occasionally in Nanaimo & Duncan, Squamish and Whistler.  See FAQ for more information.

Shipping frozen or cold items?
Always make sure to choose a fast shipping option! 2-day shipping is the maximum for any orders that have perishable items. Slight thawing is likely to occur but since all products are Vegan, they’re fine to refreeze! Make sure to add an insulated shipping box to your order if you want to keep it extra safe, we will add in the amount of cold packs needed!

What about Free Shipping?
We offer free shipping for orders over $249 in Greater Vancouver & the Lower Mainland.

Shipping to the Greater Vancouver (including Fraser Valley) or Lower Mainland?
We have local delivery rates for orders under the free shipping threshold of $249. We use a third party local delivery partner as well as Canada Post, FedEx and UPS. These usually offer 1-day shipment by default due to the shorter distance.

Living remotely?
We ship all across Canada with Canada Post, however 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.

Shipping to the USA or International?
NOTE: Unfortunately, due to ongoing customs clearance issues, we have decided to temporarily pause shipping orders to the US. Please note that you won't be able to place an order through our website during this time if your shipping address is US based.

Due to the risk of delays with international shipping, customers must accept the risk of shipping perishables. 

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.

Chinatown and Surrey pick-up?
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 click on "Pick Up Store" on the Cart Page, right above the checkout button. You can then select Surrey Location from the list that will be populated. If you missed this step, just shoot us an email to support@vegansupply.ca and we will reroute your order accordingly. 

On the Checkout Page switch from Shipping to Pick Up. Please don't mind the address there, it merely states where we fulfill your orders.

Chinatown pick-ups are usually ready about 2-4 hours after the order is placed (during opening hours) but please wait for your pick-up confirmation email before stopping by. 

Surrey pick up orders are transferred over to Surrey every Tuesday and Friday, so any orders placed by midnight the day prior to those days will go to Surrey the following day, otherwise they will go with the following transfer. You will get a confirmation email when your order is ready to pick up (typically Wednesday and Saturday morning). Our Surrey location is not open on Mondays/Tuesdays so orders cannot be picked up on those days.

No cold packs are needed for pick-up orders! We keep your order refrigerated/frozen until the point of pick-up.

Victoria, Nanaimo & Duncan Pick-Ups?
We offer free pick ups on Vancouver Island:

Every second Saturday our truck will be in Victoria: Beckwith Park - 857 Beckwith Ave (look for the Vegan Supply truck). The pick up slot is between 12:30-1:15pm.

Every 4 weeks (i.e. every second Victoria run) we also include free Nanaimo & Duncan pick ups from set locations and times.

You can find our delivery schedule and more information for all 3 locations here.

If you'd like to pick up your order from Victoria, Nanaimo or Duncan, please click "Pick-Up" on the Cart page (right above the checkout button) and select your preferred location from the list. 

On the Checkout Page switch from Shipping to Pick Up. Please don't mind the address there, it merely states where we fulfill your orders.

Please note that the order cut off for any given delivery week is 11:59pm on Thursday. Orders placed after the cut off will be included in the following run.

No cold packs are needed for pick-up orders! We keep your order refrigerated/frozen until the point of pick-up and it will travel to the Island on our temp controlled truck.

If purchasing clearance or perishable items please be aware of ordering too far in advance as orders will be picked upon placement.

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 have any concerns about your order.

No more cold packs!
As of March 2022, you no longer need to add cold packs to your shipped online orders. To understand more about this change, read here.

Damages or Spoilage
We’ve partnered with ShipInsure, a package protection to provide our customers with the best possible delivery experience. ShipInsure offers low-cost shipping protection to safeguard your package in case it gets lost, stolen, or damaged during transit.  

If you experience an issue with your order, please file a claim with the ShipInsure team here. 

If you do not have ShipInsure, email us 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, flooding 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.