Shipping & Returns

Shipping Options
Specialty Food Shop offers various shipping options within Canada through our shipping partner, Purolator. Cost of shipping is based on weight, size, dimensions and destination.

Please be advised that not all shipping options are available in all areas. 

METABOLIC Customers: If you are registered as a metabolic customer with Specialty Food Shop, you are only approved for free Purolator Express and Purolator Ground shipping for covered products. Once your online order has been placed, you will be notified of any additional shipping charges or pending shipping charges to be applied to your order.
 
Standard Shipping – 3 to 10 business days

Standard shipping is available across Canada. Options include:
  • Purolator Express
  • Purolator Ground
  • Purolator Ground 9 a.m.
  • Purolator Ground 10:30 a.m.
  • Purolator Ground Evening
 
Rates may vary for remote and difficult-to-serve locations. Standard shipping orders will arrive within 3 to 10 business days.
Rush Shipping – Next-day delivery available if the order is placed before noon (Monday through Thursday). *IMPORTANT: Please call 1-800-737-7976 to confirm any RUSH orders.
Rush shipping options include:
  • Purolator Express 9 a.m.
  • Purolator Express 10:30 a.m.
  • Purolator Express 12 p.m.
  • Purolator Express Evening
 
Rush Shipping is a premium service (excluding remote & difficult-to-serve locations).
 
If we are unable to complete your order if a product is temporarily out of stock, we will unfortunately need to remove the item from your online order. The amount charged to your credit card will be refunded. You will be notified by email or phone as soon as possible if this is the case.
Free In-Store Pick-Up Free In-Store Pick-Up is available for all items. You will be notified by email or phone when your order is ready for pick-up.

 
Special Orders 
 
 
Products listed as Special Order may take up to 14 business days to arrive.
 
Please contact us directly for further details on Special Orders Monday through Friday from 8 a.m. to 7 p.m. EST at 1-800-737-7976 or on Saturday from 10 a.m. to 5 p.m. EST at 416-813-5294. You may also e-mail us at sfs.admin@sickkids.ca.


Return Policy
Returns If you are not completely satisfied with the quality of any products for any reason, simply return it along with the receipt in the original packaging for a refund. Opened or used products, or any items marked as non-refundable, are not eligible for return.
 
Products purchased in-store: We accept returns of unopened products up to 14 days after the date of purchase.
 
Products ordered online: We accept returns up to 14 days after the date of shipment. Please contact us directly for further details on our online return process Monday through Friday from 8 a.m. to 7 p.m. EST at 1-800-737-7976 or Saturday from 10 a.m. to 5 p.m. EST at 416-813-5294. You may also e-mail us at sfs.admin@sickkids.ca.
 
Final Sale items (not eligible for returns)
 
  • Breast pumps and accessories
  • Haberman supplies
  • Infant formula
  • Metabolic formula
  • Energy boosting drinks
  • Enteral feeding pumps and supplies
  • Ostomy supplies
  • Frozen food items
  • Clearance items
Goods damaged in transit
 
We strive to ensure your order arrives in perfect condition. However, if your order seems to have been damaged during the shipping process, please accept the shipment and contact Specialty Food Shop immediately Monday through Friday from 8 a.m. to 7 p.m. EST at 1-800-737-7976 or Saturday from 10 a.m. to 5 p.m. EST at 416-813-5294. You may also e-mail us at sfs.admin@sickkids.ca.
 
Returns or questions about enteral feeding pumps and supplies If you are experiencing issues with your feeding pump, please contact the Canadian distributor directly.

Kangaroo Pump & Supplies: Please contact Cardinal Health at 1-800-268-7916.

Zevex Pump & Supplies: Please contact MOOG at 1-800-970-2337 or by e-mail at medcustomerservice@moog.com 

*Please note: Specialty Food Shop is not the manufacturer of these products sold in-store and online. If you have a performance and/or warranty issue, or a general complaint with a product, please contact the manufacturer at the number on the packaging.

We appreciate your business, and look forward to serving you again!
If you have any questions about your order, you can email us (please include your order number, and the name and postal code of the billing address in your email). You may also call our toll-free number Monday through Friday between 8 a.m. and 7 p.m. EST at 1-800-737-7976 or call our store number at 416-813-5294 during our regular hours of operation.