Frequently Asked Questions

We do our best to be as thorough as possible when answering all your questions. Please email hello@fair-square.ca if your question is not listed or should you require more assistance.

Ordering

As soon as you place your order, you’ll receive an order confirmation email from us. Occasionally, that email might end up in your spam folder.

Please contact us If you have not received an order confirmation but payment has been processed.

No, you do not need an account to place an order.

If you do make one, you’ll be able to see all your past & current orders, update your shipping and billing address and update your payment methods.

Shipping

We ship Canada-wide. Shipping rates vary by province. Rates current as of Jan 19, 2022.

The refrigerated shipping rate includes an insulated box and gel ice packs

Express shipping available from $15+

*Exceptions apply. Shipping fees are subject to change. Remote locations, difficult to serve locations and air stage locations do not qualify for flatrate shipping or free shipping promotions. We are also unable to ship refrigerated orders to such locations. Orders may also qualify for additional shipping charges depending on the size and bulk of the order. Customers will always be contacted before any such charge is added.

Orders ship out Mondays to Fridays. Orders received Friday to Sunday ship the following Monday.

Our shippers and couriers observe federal and provincial holidays and observed holidays and there is no shipping on such days.

Shipping times vary by destination.

We're based in Southwestern Ontario. Orders shipping to Ontario & Quebec take 1 to 3 business days.

Orders to the East coast typically arrive within 3 to 5 business days whereas the West coast is typically 5 to 6 business days.

We provide a tracking code for every package we ship. All our shippers (UPS, Purolator, FedEx, Canada Post) provide shipping updates in real-time. Make sure you check your tracking code once you receive it to know what day you can expect your package. With refrigerated orders we recommend to check multiple times on the day of the scheduled delivery. Consider signing up with your email or phone number for updates on the tracking site (most shippers offer this for free)

If you placed an order for someone else, we ask you to notify the recipient and either pass on the tracking or track the package yourself and notify the recipient once the package is marked delivered. 

Refrigerated shipping

We ship refrigerated orders Canada-wide but we are unable to serve PO boxes and remote locations. We reserve the right to cancel and refund orders placed.

Refrigerated orders ship Monday and Tuesdays only. Occasionally, Ontario orders might ship on a Wednesday.

Ontario (excl. Northern ON): $15 flat rate, free for orders over $150.

Northern ON & QC: $20 flat rate

AB, BC, MB NB, NS, PEI & SK: $30 flat rate

NF: $40 flat rate

NU, NT, YT: $60 flat rate (if shipping is available)

The rate includes expedited shipping with UPS or Purolator (1-2 business days), an insulated box and ice packs.

Depending on the season, the ice pack and insulation last 24h to 36h during summer months and 48h to 72h in winter months.

Refrigerated vegan products such as meat and cheese alternatives are not generally considered hazardous foods by public health (unlike real cheese or meat). Temporary changes in temperature do not generally compromise the safety of the product. If you are worried about your order, we ask that you email hello@fair-square.ca. We will review your case and find an amicable solution.

Store Pickup & Local Delivery

Pickup is available at our store in Woodstock, ON. Please place your order online and select 'store pickup' at checkout. Your order will be ready within 2 hours when the store is open.

Orders placed outside of store hours will be ready the following day that the store is open.

Yes, we offer free delivery within the City of Woodstock with a minimum purchase of $25.

Best Before dates

An expiration date is only required on a handful of products in Canada. It must appear on formulated liquid diets, foods for use in a very low-energy diet, meal replacements, nutritional supplements and infant formulas. After the expiration date, the food may not have the same nutrient content declared on the label. If the expiration date has passed, throw away the food.

The “best before” date differs from the expiration date in that the food with a “best before” date can still be consumed after the indicated date.

The best before date only indicates ‘peak freshness’ and many shelf stable products such as pasta, chips and cookies can be consumed after the best before date has passed.

Unfortunately, there are labeling inconsistencies when it comes to the way dates are marked. This is due to manufacturers using their own system. Some will use mm/dd/yyyy, others will use dd/mm/yyyy.

A third variety you might encounter is with a bilingual abbreviation for the month such as 17 JA 21 where the JA stands for January. You can look up the codes here.

If you’re in doubt about the best before date on a product you received from us, please email hello@fair-square.ca.

Shelf stable products such as pasta, cookies and chips will have a minimum of 4 weeks until the Best Before date is up.

Fresh products such as vegan cheese will have a minimum of 2 weeks until the Best Before date is up.

In order to combat food waste, we occasionally sell products with shorter dates than indicated above. If we do, the items will be marked down and the best before date will be communicated clearly in the product listing.

If you are planning to place a large order and are concerned about the best before dates, you can email hello@fair-square.ca and we can tell you the best before dates of our current stock.

Returns

We do not accept returns of food products or products that were on sale. We accept beauty, wellness and lifestyle products back under the following conditions: Your products are sealed and unused/unworn in their original packaging and you notify us within 30 days of purchase

Please send an email to hello@fair-square.ca to notify us about your return. Once your return is authorized by us, you’ll receive step-by-step instructions and a shipping label via email. We will email you when we’ve received your return and you will receive your money back within 2 business days. The return shipping label has to be paid by the customer and the charged for that will be deducted from the refund.

Shipping Terms & Conditions

Delayed shipments

Fair/Square is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters or local carrier mis-scans. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control.

Incomplete or wrong address

Fair/Square is not responsible for delivery delays due to wrong addresses or incomplete addresses (as deemed by our carriers). Depending on the carrier, the package will be held or shipped back to Fair/Square which will lead to additional costs and delays.

It is the customer's responsibility to correct this information directly with the carrier if the error transpires after the package has left Fair/Square's facilities.

If the package gets returned to Fair/Square and the customer requests a refund, Fair/Square will deduct the return shipping cost from the refund. If the package is to be shipped out again, the customer will have to pay additional shipping charges again.

Remote locations

Fair/Square reserves the right to deem a locations as remote. Orders to remote locations might be subject to additional shipping fees. We reserve the right to cancel and refund any order we deem to be to a remote location.

Damaged or incorrect shipments

When an order arrives, the customer is expected to inspect the carton for any damage that may have occurred during the shipping process. It is normal for the outer carton to show some wear and tear.

It is the customer's responsibility to ensure they have received the correct items. If items are incorrect or missing, the item has been or will be refunded. If there is damage to the item(s) in the shipment, it is the customer's responsibility to take a photo and email it to Fair/Square along with the order number to have the items replaced or refunded.

Shipping an order to someone else

We are happy to ship gifts and items to someone else on our customer's behalf. When shipping items to someone else, it is the customer's responsibility to check the tracking information and notify the recipient of the arrival or to pass the tracking on to the recipient. Fair/Square is not responsible for orders that are delayed or returned to us because the package was not tracked and/or picked up.