Four antique microphones reflecting purple light are lined up in a row in front of a purple background.

Frequently Asked Questions

Still have questions?

Give us a call Monday to Friday

between 8 a.m. and 5 p.m.

at 1-800-737-7976 or 416-813-5294.


When is the store open?

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

Where are you located?

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 Customers can also place orders via phone or email during store hours.

What methods of payment do you accept?

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 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 email us at Monday to Friday between 8 a.m. and 5 p.m. .

Account Information
How do I edit my account information, and sign in to my account?

Step 1: Navigate to 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.

How do I reset my password?

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

How do I know that my order has been received?

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

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. – 5p.m. at either 1-800-737-7976 or by email at

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 Monday – Friday between 8 a.m. – 5p.m. at either 1-800-737-7976 or by email at .

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.

The date on my invoice doesn’t match the date I placed my order online. Why?

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.

Where do you ship?

We ship all across Canada.

How long will my order take to arrive?

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.

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 and change the shipping address.

Can I ship to a PO Box?

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

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. 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.

How do I track my order?

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.

Is there an additional charge for RUSH Shipping?

We do not offer RUSH shipping at this time.

What if the estimated delivery date has passed and I still don't have my order?

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 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

What is your return policy?

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