Return, Refund & Replacement Policy

All food and beverage products are final sale and cannot be physically returned or exchanged after delivery, except where a return is required by applicable law or an official product recall procedure.

This applies to fresh produce, dairy, frozen and refrigerated foods; packaged foods, snacks, confectionery, bakery products, and beverages; canned foods, pantry staples, condiments, and cooking ingredients; baby food, infant formula, and nutritional consumables; and pet food and pet treats.

Once food products leave our control, we cannot verify how they have been stored, transported, handled, or protected from contamination. Even when products appear unopened or sealed, accepting them back into saleable inventory could compromise food safety and the well-being of other customers. We do not accept physical food returns due to a change of mind, accidental ordering, personal taste preferences, or a customer's decision that a product is no longer needed.

Important: non-returnable does not mean non-refundable. You remain eligible for appropriate remedies when we deliver an incorrect, missing, damaged, defective, or unsafe product.

If we deliver a product that materially differs from what you ordered (wrong brand, flavour, package size, variety, or quantity, or an unapproved substitution), we will investigate and correct the issue. Where an error is confirmed, we will offer either:

Option A — Replacement: delivery of the correct product at no additional cost, subject to availability and arrangements agreed upon with you.
Option B — Refund: a refund for the incorrect or undelivered product, including applicable taxes.

If the correct product is no longer available, we will offer a refund rather than require you to accept an unwanted alternative. For food products, we will normally not require you to physically return the incorrect item; we may provide safe disposal instructions or arrange collection where necessary. We do not charge restocking fees, return shipping fees, or additional delivery fees to correct our own fulfillment errors.

Products may become unavailable after an order is placed. Where a requested product is unavailable, we may contact you to offer a suitable alternative. You are never required to accept a materially different substitute; if you do not approve it, we will omit the item and refund any amount already paid for it.

Special care applies to infant formula, baby food, products labelled for allergies or dietary restrictions, and other health-sensitive items. We will not knowingly substitute these with materially different alternatives without your explicit approval. You may indicate “No Substitutions” or specify acceptable alternatives in the delivery instructions at checkout or by contacting us.

If a delivery is missing a paid item or contains fewer units than ordered, please contact us promptly. We will verify the order, packing details, and delivery records. Where a shortage is confirmed, we will arrange delivery of the missing quantity without an additional delivery charge, or refund the amount paid for that quantity, including applicable taxes.

You may qualify for a replacement or refund if a product arrives broken, leaking, crushed, or significantly damaged; with compromised food-contact packaging or a broken safety seal; spoiled, contaminated, or otherwise unsafe; improperly maintained at a required storage temperature during fulfillment or delivery; past an applicable expiration date; or with a material quality defect that existed at delivery.

Please provide your order number, a description of the problem, and photographs when reasonably available. We may also request product codes, best-before or expiration dates, and batch or lot numbers to investigate. Do not consume a product if you suspect it is contaminated or unsafe.

We distinguish between best-before dates, which generally concern product quality, and expiration dates, which apply to certain specially regulated foods. We will not knowingly deliver products past a legally applicable expiration date. If a product is past its best-before date when delivered, or has a materially shorter remaining shelf life than reasonably expected, please contact us and we will assess an appropriate resolution.

Products specifically advertised and purchased as short-dated, clearance, or reduced-shelf-life items are not refundable solely because of an accurately disclosed date. This does not affect remedies for products that are defective, unsafe, misrepresented, or otherwise protected by law.

We encourage you to inspect your order promptly upon delivery. For faster investigation and resolution, please contact us within the following recommended periods:

Fresh, frozen, and refrigerated products: within 24 hours of delivery for problems apparent upon receipt.
Incorrect, missing, or visibly damaged packaged products: within 48 hours of delivery.
Non-obvious defects or safety issues: promptly after discovering the problem, even if the above periods have passed.

These reporting periods help us investigate while delivery information and product conditions can still be verified. They do not eliminate rights or remedies available under applicable consumer-protection laws.

Approved refunds will normally be processed within five business days after the issue is verified and the refund is authorized, or sooner where required by law. As GoGrocery currently accepts Interac e-Transfer payments, refunds will ordinarily be issued by Interac e-Transfer to the verified original payer, using a secure refund process. We may perform reasonable identity and payment verification to prevent fraud or unauthorized redirection of funds.

We will never request your online banking password, banking login credentials, or Interac security answers to process a refund.

Refunds generally cover the affected product's purchase price and applicable taxes. If an entire order is cancelled or cannot be fulfilled due to an issue for which we are responsible, we will refund the applicable order payment, including delivery charges where appropriate or legally required. For a partial refund on an otherwise successfully delivered order, the original delivery charge will normally remain payable unless the circumstances or applicable law require otherwise. A partial refund will not cause us to retroactively impose an additional delivery fee because the adjusted product subtotal falls below a free-delivery threshold.

You may request changes or cancellation by contacting customer support as soon as possible after placing an order. If we receive and approve a cancellation before picking, preparation, or dispatch begins, we will refund any payment already received. Once order preparation or delivery has started, changes and voluntary cancellations may no longer be possible, especially for perishable products. After successful delivery, food orders cannot be cancelled solely because of a change of mind.

These operational cancellation rules do not limit any cancellation rights provided by applicable law, including rights relating to non-delivery, incomplete required disclosures, or other legally recognized circumstances.

You are responsible for providing accurate delivery information, selecting an available delivery time, and ensuring someone can receive the order when required. If an order is delivered to an incorrect address due to an error attributable to us or our delivery provider, we will investigate and arrange an appropriate replacement, delivery, or refund. If an order is not received despite being marked delivered, please contact us promptly; we will review available delivery confirmation, photographs, and other records before determining the appropriate resolution.

If you supply an incorrect address or are unavailable for an agreed delivery, additional delivery arrangements or reasonable charges may apply where properly disclosed and permitted by law. Perishable products that cannot be safely delivered or stored following a failed delivery attempt may no longer be suitable for delivery; we will assess these situations individually.

Food and other safety-sensitive consumables are not eligible for change-of-mind returns after delivery. For non-consumable merchandise that does not present food-safety or hygiene concerns, you may contact us within seven days of delivery to request a discretionary return authorization. Any authorized voluntary return must be unused, complete, and in its original saleable packaging; return arrangements and any applicable customer-paid transportation charges will be disclosed before you agree. Unauthorized returns may be refused. This section does not limit rights concerning defective or incorrectly supplied merchandise.

If a product purchased from GoGrocery becomes subject to an applicable manufacturer or regulatory recall, we will follow the relevant recall instructions and provide information or assistance to affected customers as appropriate. Do not consume products identified as unsafe in an applicable recall notice. Depending on the recall requirements, you may be instructed to safely dispose of the product, retain it temporarily, or return it through an approved recall process. The ordinary no-return policy does not prevent recall-related actions required by law or an authorized recall procedure.

We may reasonably investigate refund or replacement requests to verify order details and prevent fraudulent claims, including reviewing order histories, packing records, delivery confirmations, communications, and product photographs. We reserve the right to decline unsupported or fraudulent requests where legally permitted. A valid statutory right will not be denied merely because a product is classified as final sale or because an ordinary reporting guideline has passed.

If something is wrong with your order, please contact us so we can investigate and provide an appropriate solution:

Email: support@gogrocery.ca
Contact form: gogrocery.ca/contact
Service area: Calgary, Alberta, Canada

Please include your order number and a description of the issue.

This policy is intended to operate in accordance with applicable Canadian and Alberta consumer-protection and food-safety laws. Nothing in this policy excludes, restricts, or waives any consumer right or legal remedy that cannot lawfully be excluded, restricted, or waived. Where a provision of this policy conflicts with mandatory law, the applicable legal requirement will prevail. We may update this policy from time to time; the version disclosed and applicable when an order is placed will govern that order, subject to applicable law.