FAQ

RETURNS

What if I want to make a return or are not satisfied with my order?

  • If you are not satisfied with the quality of your order we may provide a credit or discount upon the return of the item and our Quality Assurance team has reviewed the concern.
  • This credit or discount may be in the form of a store credit for purchases in our Retail outlet or purchases from Fin's at Home. The credit may also be a credit back to your form of payment.
  • Please contact our customer care team by phone or email to return a product if you have a quality concern. Note: returns can take up to 10 business days to process.

     

    ORDERS

    Is there an order minimum?

      • Minimum order size is $54.99
      • Gift cards are available starting at $25.00

      Can I cancel my order?

        • Orders can be canceled by calling or emailing our customer care team by 4pm day before delivery

        Can I return a product?

          • Yes, please contact our customer care team by phone or email to return a product.
          • Please note refunds will be returned to the original payment form and can take up to 10 business days to process.

          What if I’m not satisfied with my order?

            • If you are not satisfied with your order we will provide a full refund.
            • Please note refunds will be returned to the original payment form and can take up to 10 business days to process.

            How do I review my order?

            • Please check your email inbox for your order confirmation. You can also log in to your account to view your orders.

              How do I update my order?

              • You can update your order until 4pm the day prior to delivery. Please call or email us to do so.


                PRODUCTS

                  Food Safety

                    • Our organization is fully compliant with hazard analysis and critical control points (HACCP) standards. Additionally our facility follows SQF (Safe Quality Food) guidelines, which is a Global standard for processing. We have a strict food safety enhancement program in place, ensuring top quality in all our products. Delivery and retail store. Learn more.

                    How will my order stay cold if I’m not at home when it is delivered?

                    •  All of our boxes include an insulated liner and ice packs to keep your food cold. Please place your order in the fridge/freezer as soon as possible.

                      In Store Vs. Online Availability and Pricing

                      • Some product selection and pricing may be exclusive to the online store. Similarly, you may find different pricing or selection at our retail store location.

                         

                        DELIVERY

                        Where do you deliver?

                          • We deliver to Edmonton, Sherwood Park, Fort Saskatchewan, St. Albert and Leduc in Alberta, Canada.  You can check which delivery dates are available in your area by entering your postal code to view shipping options.
                          • We also offer store pickup at our retail store, located at 278 Cree Road Sherwood Park, Alberta T8A 4G2.
                          • Please email or call our customer care team. if you would like to request a new delivery location or if you have questions.
                          • To select delivery:

                          Do I have to be home to receive my delivery?

                            • If you have paid online or over the phone then No
                            • In the event you are not at home a photo of the box on your step will be provided with a time stamp

                            Is the delivery 100% contactless?

                              • Yes, our drivers will deliver your box(es) to your door and ring/knock, then stand >2m away to wait until you accept your order.
                              • For pickup orders, we can deliver straight to your vehicle or even to your trunk.

                              Order Deadline

                                • You can create and edit your order until 4pm the day before your delivery is scheduled. To edit an existing order, please call us at 780-640-7988 or email us.
                                • Deadline for Tuesday Deliveries (all locations starting April 13) is Monday at 4PM. Deadline for Thursday deliveries (all locations starting May 11) is Wednesday at 4pm. 
                                • Deadline for next day store pickups is 4pm the day prior Monday through Thursday. The deadline for Friday and Saturday pickups is 12pm on Thursday. Orders placed after 12pm Thursday will be ready for pickup on Monday. 
                                • Please note these cutoffs are subject to change, up to date scheduling will be available using the delivery or pickup calendar available in the checkout.

                                When will you deliver my order?

                                  • Deliveries take place between 9am and 5pm. You can select a delivery day during checkout and your order will ship out on the day selected.

                                  How do I pickup my order?

                                  • Pickup slots are available between the hours of 10am and 4pm Monday to Saturday. Please select a pickup time during checkout and notify us of your arrival so we can deliver you item to your vehicle. We are located at 278 Cree Road in Sherwood Park.
                                  • Please arrive during your pickup window, you do not need to wait for a confirmation email. 

                                  Can I change my order pickup time?

                                  How much will it cost to have my order delivered?

                                    • For orders under $100 there will be a $10 delivery charge. There is no charge to pickup your order.

                                    I live in an apartment - how will my order be delivered?

                                      • For apartment or condo deliveries, please provide us with a buzzer number and instructions for how to enter your building along with your address. If you have a concierge or neighbour who can accept the package on your behalf if you are not at home, please indicate these instructions in your order notes.
                                      • You can also have your box delivered to your workplace. Please provide detailed instructions of where to deliver the box in order notes.

                                      Can I pick up my order from Fin’s?

                                      • Yes, order pickups are available Mon – Sat 10am – 4pm at our retail store. 278 Cree Road Sherwood Park, Alberta T8A 4G2. Please select a pickup time during checkout and we will confirm with you when your order is ready. 
                                      • Please note that pickup availability may change based on holidays or store closures.