Vegan Supply Help Center
FAQ - Frequently Asked Questions
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.
We do offer a few items with Case discounts. If you're interested in larger quantities of a product, please get in touch.
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.
There's only one way to find out: contact us! We love connecting with other vegan entrepreneurs and vendors.
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.
Please visit our Careers page to find out!
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!
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!
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.
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.
There are a small range of items that are always exempt from discount codes such as gift cards and wholesale products.
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.
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.
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.
All transactions are processed through Shopify. The methods of payment we accept are VISA, Mastercard and PayPal.
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.
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.
Please refer to our Cold Shipping Guide for all the details.
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.
We offer a few flat-rate shipping options which are detailed below.
Greater Vancouver
We offer a flat rate of $12 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, Chilliwack and Mission will be shipped with a courier):
Monday: Vancouver, North/West Van, Burnaby, New West (NOTE: We are currently unable to do deliveries in North and West Vancouver due to truck maintenance. Orders will be shipped with a courier. Please reach to us if you are worried about your order.)
Tuesday: Richmond, Langley, Surrey, Delta, White Rock (NOTE: We are currently only able to do deliveries to some of these locations due to truck maintenance. Orders will be shipped with a courier. Please reach out to us if you are concerned about your order.)
Wednesday: Port Moody, Coquitlam, Maple Ridge, Pitt Meadows
Thursday: Vancouver, North/West Van, Burnaby, New West
Friday: Richmond, Langley, Surrey, Delta, White Rock
Saturday: Vancouver, North/West Van, Burnaby (some exceptions may apply)
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.
Greater Victoria
We offer a flat shipping rate of $15 for much of the Greater Victoria area (currently excludes North Saanich, Sidney, Sooke & Metchosin). Orders with cold items will be shipped Monday through Wednesday via Canada Post, UPS or FedEx. Please note that some size/weight restrictions may apply.
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, Chilliwack and Mission will be shipped with a courier):
Monday: Vancouver, North/West Van, Burnaby, New Westminster
Tuesday: Richmond, Langley, Surrey, Delta, White Rock
Wednesday: Port Moody, Coquitlam, Maple Ridge, Pitt Meadows
Thursday: Vancouver, North/West Van, Burnaby, New Westminster
Friday: Richmond, Langley, Surrey, Delta, White Rock
Saturday: Vancouver, North/West Van, Burnaby (some exceptions may apply)
Let us know if you would prefer to have your order shipped by a courier.
Yes! We occasionally do a free pick-up on Vancouver Island (Victoria, Duncan and Nanaimo), a free pick-up in Squamish and Whistler and a free pick-up in the Okanagan (Vernon, Penticton, Kelowna and West Kelowna). Keep an eye out on our socials and subscribe to our newsletter to get more information on when the pick-ups are happening.
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 Surrey pick-up orders are fulfilled at our Chinatown location and delivered to Surrey on Tuesday + Friday afternoon. 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. Please contact us if you have any questions!
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.
My order was delivered damaged
Was your order received damaged? Please contact us within 24 hours of receiving your order at info@vegansupply.ca 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. We do not take responsibility for orders where the customer has refused the delivery.
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 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!
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.
As of March 2022, customers no longer need to add cold packs to perishable orders. Click here to learn more. 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.
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
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
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.
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
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.
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.
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
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
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:
- Mon-Fri: 10am to 7pm
- Sat-Sun: 10am to 6pm
- Note: Typical Holiday Hours are 10 am to 6pm. Holiday hours are subject to change and will be announced on our social media.
Our South Surrey retail store opened August 26th, 2018 and is located at #202-14016 32nd Avenue (Elgin Corners). Retail hours are:
- Mon-Sat: 10am to 6pm
- Sun: 10am to 5pm
- Note: Typical Holiday Hours are 10 am to 5pm. Holiday hours are subject to change and will be announced on our social media.
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!
