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ABOUT US

SHIPPING & HANDLING

Shipping Rates

Johnny’s Low Carb Nutritional Grocer only ships within Ontario. Shipping rates are calculated in real time during checkout based on your destination and weight of the package. *National and international shipping coming soon!

Order Processing Times & Order Tracking

Once an order has been processed, we are unable to change or modify it.  We are also unable to upgrade or change shipping methods.

Our orders usually take 1-2 business days to process before shipped – excluding weekends and holidays. However, we do reserve 3 to 5 business days to ship your order in case any of the items are out of stock due to delayed shipments from our suppliers. You will receive an email confirmation with your order tracking number when your order ships.  Delivery date is always an estimate only, delivery times may vary depending on your location, weather conditions or other factors. 

Ontario Canada Post Expedited Service: 1-3 Business Days

Ontario Canada Post Express Service: 1-2 Business Days

It is your responsibility to track the package and pick it up on time, regardless of delivery method. Canada Post might deliver the package sooner than ETA and/or leave it at your door. 

Any spoiled products as a result of prolonged pick up time will not be refunded. Products ordered and delivered to any remote location and affected by extreme weather conditions cannot be refunded.

REFUNDS & RETURNS

Returned Parcels

If your order is returned to us for any of the reasons listed below, we will refund your payment for the product returned minus the original shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling, and restocking fee)

- Incorrect / Incomplete / Undeliverable address

- No one available to accept the delivery

- Order refused by the customer for any reason including damaged product/products

Please do not reject the whole order if it contains a damaged item. It will be re-shipped or refunded. Should you reject the order, it will be refunded upon return only in the amount of its total less the return shipping fee. 

Damaged or Missing Products

If you receive a damaged or your parcel is missing items, you must contact us within 24 hours of delivery. Please keep the damaged product and take photos of it with your phone. In some cases we ask for a product to be shipped back to us and will provide you with a return label. Note: If a product is out of stock, we will not be able to send it to you. 

Returns and Refunds

We accept all returns within 15 days from your shipping date.

Returned products should be shipped to:

Johnny’s Low Carb Nutritional Grocer
200 Whitmore Rd Unit 16,
Woodbridge, ON
L4L 7K4

Johnny’s Low Carb Nutritional Grocer will only pay for a return label if a product arrived damaged or was shipped in error. Otherwise, the customer is responsible for the shipping costs. We recommend consulting with us prior to shipping back any products and getting a tracking code for your return so you can follow its arrival back to us. Please note that products must be returned in order for a refund to be issued. In certain circumstances we might issue a refund based on a photo confirmation of a product damage.  Please consult us

Johnny’s Low Carb does not accept the following as returns:

· Any opened items

· All grocery and food products

We guarantee that we will not ship any product with less than 30 days remaining before its best before/expiry date, except for: chips, puffs, cookies and crackers. These will be shipped out with no less than 15 days remaining. 

Sold Out or Discontinued Items

Occasionally an item sells out or may be back ordered and we may need to issue a refund or cancel your order. Once your order is shipped, you will receive a Credit Memo confirming the refund. Your credit card will not be charged for sold out or discontinued items. Johnny’s Low Carb Nutritional Grocer is not responsible to any out of stock items and cannot guarantee product availability on the website at all times. If an item comes back in stock after your order was placed and shipped we will not be able to honour any shipping fee refund requests.