FAQ

Our business hours are:

Monday to Friday, 8 a.m. to 5p.m. 

We are closed on weekends and statutory holidays.

You can shop 24/7 at specialtyfoodshop.ca

We are located inside the Hospital for Sick Children (SickKids) at 555 University Ave.

Please note, due to the COVID-19 pandemic, the hospital has limited entrances right now. Visit here before coming to our location.

Specialty Food Shop is open for online ordering 24/7 at specialtyfoodshop.ca. Customers can also place orders via phone or email during store hours.

Specialty Food Shop accepts all major credit cards and debit for in-store purchases.

For online purchases, we only accept Visa, Visa Debit, MasterCard, MasterCard Debit and AMEX.

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.

You can call 1-800-737-7976 or email us at sfs.admin@sickkids.ca Monday to Friday between 8 a.m. and 5 p.m. .

Step 1: Navigate to specialtyfoodshop.ca homepage and locate the ‘Sign In’ tab at the top right hand corner of the page.

Step 2: You will be prompted to enter your e-mail address.

Step 3: You will then be sent a one-time use 6-digit code to sign in to your account.

Step 4: Once signed in to the 'My Account' page you will be able to update your address, name, e-mail, and other information. You will also be able to see all past order information.

There are no passwords needed for our new site hosted by Shopify. See above question on how to sign in to your account.

Once you have placed your order online you will receive a confirmation by email.

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. 

You will receive an e-mail each time the status of your order has changed. 

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. – 5p.m. at either 1-800-737-7976 or by email at sfs.admin@sickkids.ca.

Please contact one of our store associates Monday – Friday between 8 a.m. – 5p.m. at either 1-800-737-7976 or by email at sfs.admin@sickkids.ca .

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.

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.

Once you have signed into your account you will be able to view your order history under the ‘My Account’ tab.

Orders placed on our website are not processed until the date we ship out the order. This means that orders are
not turned into an official invoice in our system until we have processed the order.

 In some cases, such as when there are backordered items, there can be multiple invoices from one online order.

We are unable to change the date on invoices.

We ship all across Canada.

All Specialty Food Shop orders can take between three to 14 business days to be delivered.

Purolator Express & Ground options do not start until your order has been shipped out within our three-to-14-business-day processing timeframe.

Once you have received your tracking number, you can refer to Purolator’s website for delivery estimates.

We use Purolator for all shipments.

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 and change the shipping address.

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

Occasionally, we need to send your order in two shipments. Due to timing, supplier shortages or backorders.

You will be contacted by a member of the Specialty Food Shop team by phone or email for your credit card for any subsequent shipments or backorders.

If your order is placed on our website, you will receive your tracking information by email once your order has been shipped. Please make sure your email is up to date for this information to be sent correctly.

We do not offer RUSH shipping at this time.

Please contact one of our store associates Monday to Friday between 8 a.m. and 5 p.m. at either 1-800-737-7976 or by email at sfs.admin@sickkids.ca for an update on your order.

If your order is damaged please accept the order, take a picture of the damaged goods and email us at sfs.admin@sickkids.ca

Products in their original packaging are eligible 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 5 p.m. EST at 1-800-737-7976 or by email at sfs.admin@sickkids.ca.