Content Pages > Can We Help? > FAQ's

FAQ's

Todays most frequently asked questions:

General | Account Information | Ordering | Shipping | Returns

General

When is the store open?
Our business hours are:
Monday – Friday from 7:30 a.m. – 7 p.m.  and Saturdays from 10 a.m. – 5 p.m.
We are closed on Sundays and statutory holidays.
You can shop 24/7 at specialtyfoodshop.ca
Our call centre is open Monday – Friday 8 a.m. – 7 p.m. at 1-800-737-7976

Where are you located?
Click here for more information.

What methods of payment do you accept?
Specialty Food Shop accepts all major credits cards and debit for instore purchases.
For online purchases we only accept Visa, Amex and MasterCard. Visa Debit and Visa or Mastercard Giftcards are not an accepted method of payment at this time.
If you are an institution and/or business placing an order using a Purchase Order please email your order to sfs.admin@sickkids.ca or fax your order attention to Specialty Food Shop at 416-977-8394.

How do I find out more information about a product you carry?
You can call  1-800-737-7976 or 416-813-5294 Monday – Friday between 8 a.m. – 7 p.m. or on Saturdays between 10 a.m. – 5 p.m. at 416-813-5294. Additionally you can email us at sfs.admin@sickkids.ca 
 

Account Information

How do I edit my account information?
Step 1: Navigate to specialtyfoodshop.ca homepage and locate the ‘Sign In’ tab at the top right hand corner of the page.

Step 2: Sign in with your username/e-mail and password.

Step 3: Once signed in please locate the ‘My Account’ option tab at the top right hand corner of the page.

Step 4: On the 'My Account' page you will be able to update your address, name, e-mail, and password information. You will also be able to see all past order information.
 
How do I reset my password?
Step 1: Navigate to specialtyfoodshop.ca homepage and locate the ‘Sign In’ tab at the top right hand corner of the page.

Step 2: Click on the ‘Forgotten Password’ option located underneath the ‘Log On’ button.

Step 3: Type in the e-mail address associated with your account and press the ‘Send Password’ button underneath. Please allow thirty minutes or up to one hour for the e-mail to be sent.

If you wish to have password changed manually you can contact one of our store associates Monday – Friday between 8 a.m. – 7p.m. at 1-800-737-7976 and on Saturdays between 10 a.m. – 5 p.m. at 416-813-5294.

Ordering

How do I know that my order has been received?
Once you have placed your order online you will receive a confirmation by e-mail.

When will I be charged for my order?
When you place an order your credit card will be temporarily authorized for the amount of your order until it is shipped.  When your order is shipped your credit card will be charged. 

How do I view the status of my order?
You will receive an e-mail each time the status of your order has changed. 

Can I make changes to an order that has already been placed?
No.  If you wish to make changes after your order has been placed you will need to place a new order. You can also contact one of our store associates Monday – Friday between 8 a.m. – 7 p.m. at 1-800-737-7976 on Saturdays between 10 a.m. – 5 p.m. at 416-813-5294. 

The item I want to purchase isn’t allowing me to add it to my cart. What do I do now?
Please contact one of our store associates at 1-800-737-7976 Monday – Friday between 8 a.m. – 7p.m. or on Saturdays between 10 a.m. – 5 p.m. at 416-813-5294 for assistance.

Do I need a Specialty Food Shop account to place an order?
No you do not need an account to place the order. Once all products have been added to your cart you can proceed with checking out as a guest user.

My order with a credit card keeps failing, what do I do now?
If you are having issues with ordering online with a credit card, please consider the following:
  1. Make sure your delivery address is exact. If you are unsure, you can verify it by checking with Canada Post or Google Maps.
  2. Make sure your billing address matches your credit card. If you are unsure of the billing address on your card, please contact your credit card provider.
Where can I find my order history?
Once you have signed into your account you will be able to view your order history under the ‘My Account’ tab.

Shipping

Where do you ship?
We ship all across Canada.
 
What shipping method do you use?
We use Purolator for all shipments.

Can I ship to multiple addresses?
No, not at this time. If you'd like to ship items to multiple locations, you will need to place a separate order for each one.

Can I ship to a PO Box?
No, we cannot ship to a PO Box at this time.

How long will my order take to arrive?
Please click here for more information on our Shipping options and arrival expectancy.

My package arrived but I didn't get all my items, where's the rest of my order?
Occasionally, we need to send your order in two shipments. You will be charged shipping only for the amount that is shipped. You will be contacted by a member of the Specialty Food Shop team by phone or e-mail for your credit card for any subsequent shippments or backorders.

How do I track my order?
If your order is placed on our website you will receive your tracking information by e-mail once your order has been shipped out. Please make sure your e-mail is up to date for this information to be sent correctly.

Is there an additional charge for RUSH Shipping?
Yes please click here for more information on RUSH Shipping.

What if the estimated delivery date has passed and I still don't have my order?
Please contact one of our store associates at 1-800-737-7976 Monday – Friday between 8 a.m. – 7 p.m. or on Saturdays between 10 a.m. – 5 p.m. at 416-813-5294 for an update on your order.

If orders arrive damaged is there reimbursement for the cost of shipping?
If your order is damaged please accept the order, take a picture of the damaged goods and email us at sfs.admin@sickkids.ca

Returns

What is your return policy?
Please click here for more information on our returns policy.
 
Still have questions? Give us a call Monday – Friday between 8 a.m. – 7 p.m. at 1-800-737-7976 or on Saturdays between 10 a.m. – 5 p.m. at 416-813-5294.