Shipping & FAQ
COVID-19 IMPORTANT UPDATES: Please note we are experiencing increased processing times due to increased demand and supply chain management. Your order may take longer than our standard processing time to ship. We are currently running up to 6 days of processing time before an order is shipped. Couriers are also facing delays during this time. We are doing our best to fulfill orders subject to product availability. Modifications to your order may be required, we will inform you of this. Once your order is assigned an "AWAITING SHIPMENT" status, we will be unable to initiate a cancellation. Tracking links are assigned prior to courier pickup (Monday - Friday) and are updated when the courier scans the package either on pickup or at the terminal. All sales are final, we are not accepting any returns/exchange at this time. Lastly, please stay safe and we appreciate all the support. Our team is working around the clock to serve you.
COURIER DELAYS: PLEASE TAKE NOTE OF THE BELOW
Please note you may experience delays in transit from couriers, this is something which is out of our control. We cannot guarantee any delivery dates, customers should anticipate delays when ordering. Couriers have removed all guarantees, as such we cannot provide compensation or remedy for delays in shipping. If you have a courier you prefer, make a note at checkout. Tracking links may take time to update.
CANADA POST : Customers should anticipate delays as important safety measures, including physical distancing, means it takes longer to process heavy parcel volumes. Please track your item. Our call centres have no further information.
Loomis: Due to increased volumes, please be aware we are encountering delays. Please monitor your shipments online and sign up for automated email updates on your shipments. Requests for redirects will be processed within 48 hours. Our Customer Service is experiencing high call and live chat volumes with higher than normal wait times. Please follow our news section for more updates. Thank you for your understanding.
SHIPPING CALCULATION AND SAVINGS?
Our shipping is calculated based on product, materials required to pack, method of shipping, location of product and destination of delivery. The value of product does not dictate the shipping costs. To reduce your per item shipping costs, always purchase in the case pack if you can, or add multiple items to your order. We also offer flat rate shipping in selected areas of the GTA (Greater Toronto Area) by local couriers. These will appear automatically when available. Individual items, and mixed item orders generally ship from Ontario warehouses. Some items may ship directly from the manufacturer or vendor. Larger orders (shipping on skids) benefit from truck freight options. If you are placing a large order ($2000+), we can always review your options, simply email us: [email protected]
Your order generally goes through three processes.
STEP 1: Confirming Payment Credentials: Awaiting Payment
STEP 2: Processing Order (picking, packing, measuring, stock reservation): Payment Verified / Awaiting Shipment
STEP 3: Shipping Paid & Tracking Number Assigned: Shipped
WHERE ARE YOU?
We are a collection of warehouses and shipping depots in Mississauga and the Toronto area, with some small depots as far as Edmonton. This means we have no public locations, everything is setup for forklifts and big trucks. We aren't setup for pickups, your products could come from any of our buildings, so see the shipping estimate tool on the cart page, you don't need to sign up to check that out! We only exist online.
CONTACT HOW TO?
Every communication passes many eyes, from warehouse ops checking inventory, to office staff checking shipping, to the managers doing a quick check of every outgoing message. This can't be done by phone without extremely long waits, slowing down warehouse operations, and loosing manager oversight. So we don't do phones anymore.
Email [email protected]
That's our email, everything goes through it, so your answers are the best they can be, so we can pass messages to whomever is available after hours, whichever warehouse location needs to help you, for a quicker return with reliable answers.
SAMPLES WHY NOT?
With 6000 active products and 11000 more special order, keeping samples of everything is just impossible. Once a product has been opened, it can never again be sold, because nobody wants a used/touched case and for sanitary reasons we must dispose of any open case of foodservice product (would you use cups people in a warehouse have been touching?). We know this isn't the answer many people want to hear, but to keep our prices down we cannot be constantly damaging expensive items at samples request. For Genpak branded items, the company at Genpak Online is happy to send out samples from the factory.
SHIPPING HOW MUCH?
Shipping quotes can always be found in the cart or checkout page, you can check anytime during shopping. We know Canada can be expensive to ship, but we've made the choice not to hide our shipping in inflated product prices as so many do. Your quote is based on fragility, volume, weight, and distance. Certain items like sauces require excessive packaging bringing the couriers fees up, this is sadly beyond our control. If your order is big enough heavy truck freight options will appear, check out the next section for more info.
Shipping times on the checkout page refer to shipping times, this does not include our own processing. Orders before 11am weekdays may depart same day, priority given to Express orders, however despite best efforts to ship within 48 hours your order may take up to 10 business days to depart depending on item or quantity ordered due to manufacturer delays. You may request a refund penalty free before your item has shipped out, however once shipped, the shipping fee is not refundable.
- While Purolator is our preferred method, an equal rate/speed of service will be selected if Purolator will not be able to meet expected delivery quota on the day of shipping, or our orders have exceeded the delivery capacity for the day. UPS, Loomis, Canada Post and FedEx may also be chosen to ship out as fast as possible.
- If the order is going to a GTA address, local couriers may be substituted at the expense of Supplybox.ca to assist with delicate, unusually shaped, or time sensitive deliveries.
New! Canada Post is now available during checkout, but there are some limits / rules.
- Regular Parcel mailed items do not have shipping insurance and waives all protections that are included with standard couriers.
- Due to differing pickup schedules to the regular carriers, Canada Post items have an extra day of processing time to allow for their pickups
- Regular Parcel items do not come with tracking numbers as standard, all shipments are at the risk of the purchaser if not using standard couriers or freight
- Regular Parcel shipping times are significantly longer, we do not suggest it for time sensitive orders. Some orders have taken 20 days, vs the average 3 days, maximum 4-7 days of major couriers
HEAVY TRUCK FREIGHT YOU HAVE IT?
New! Heavy truck freight and fixed rates for many Southern Ontario cities has come to the checkout, making those big orders easier, and much more affordable. If you're ordering hundreds of pounds of product heavy freight should show up automatically as a cart option once you've entered your postal code (this only works for Canadian residents). This option is for those ordering by the pallet, where one big truckload of product arriving at your business is much better than dozens of small boxes arriving individually at your doorstep. Ordering a pallet of water or drinks? This is your best bet. Message us if you have any questions.
TIME HOW LONG? ***COVID-19 IMPORTANT UPDATES***
Please note we are experiencing increased processing times due to increased demand and supply chain management. Your order may take longer than our standard processing time to ship. We are currently running up to 6 days of processing time before an order is shipped. Couriers are also facing delays during this time.
Orders made before 11am usually ship out same day, 95%+ of orders are in transit within 48 hours. If your item is temporarily out of stock, or you've ordered many of one item, we assure all orders leave in a maximum of 10 business days. Need a rush? Email once you've ordered and let us know what's going on, we won't process your payment until we can make sure it'll be on time. Express orders are processed in higher priority.
CHARGES HOW SO?
We do not fully process your card until the order is confirmed by staff and the stock is found. So if you order on the first of the month but your credit card statement shows the second, that's us making sure your order will go our right, and on time.
Credit cards: We accept Visa and Mastercard. If you fail to provide the right address or CVV, your order may be cancelled before it's processed, we'll email you to let you know. You can try to re-order any time.
Bank Transfer: For orders over $1000 CAD we are now accepting direct bank transfer. This will be a payment option on large orders ($1000+), you will receive and email soon after ordering with instructions. Please note your order will not leave our warehouses until payment has been received.
Currency: All prices are listed in CAD, orders made from the USA will still be charged in Canadian currency. If you are unable to view products or place an order, you may have been blocked as a non North American user.
RETURNS WHAT DO I DO?
Contact us first: If you simply send an item back, it will not be accepted.
30 days: Returns beyond 30 days from the time of your order will not be accepted.
Quality Check: If an item has been opened, used, or at all damaged, it will not be accepted. Please do not try to send back partially used cases, refunds will not be processed until staff have confirmed the contents are whole. If you believe an item was damaged in transit or defective in any way, you must report it by email to us within 48 hours, including pictures.
Return method: After checking the condition of the product we will confirm your acceptance of shipping and send you a shipping slip. Mailing fees for returns that are not the fault of Supplybox.ca staff will be paid by the customer. We do not accept "dropped off returns", there are no customer entry points, and no processing staff on site at the mailing addresses you may find on our labels. There is a 20% restocking fee on most items, particularly non stock items which must be returned to the manufacturer.
We will help: After you contact us we will send full details of how to complete your return, don't worry, we've got you.
Special Order items are FINAL SALE. They cannot be returned or cancelled unless defective from the manufacturer, and return is approved by manufacturer. Certain category of items are not eligible for return such as perishable/consumable items (food, chemicals, biodegradable packaging, batteries, etc), large quantity of one sku (5+ cases). If you anticipate to return an item, please ask us before placing the order to avoid any surprises.
Canada Post Regular Parcel: We regret that if an item is damaged or lost in Canada Post Regular Parcel service, this is not covered by the shipping insurance policies in place with major couriers.
CANADIAN YES OR NO?
Fully Canadian owned and operated, employing staff in multiple buildings in the GTA region. No customs surprises, you'll never get an order arriving from out of country. We get asked sometimes, .ca means Canada, not California, sorry.