When submitting a written order by email or fax, please include: your business name, customer code (three letters and three numbers e.g. HSF001), name of purchaser, and the items you would like (identified by our item number, plus a brief product description, as provided in our catalogue).

If an item number specified by you is inconsistent with the product description as specified by you, we will send the item matching your description. Our Order Desk will call for confirmation when possible. In an effort to simplify the ordering process, most items are now available either as a Full Case (see the Case Price, Unit Price column in the catalogue) or a Partial Case (see the Half Case, Split Unit column in the catalogue. Please note that split cases are subject to a 6% surcharge).

A number in brackets after the description, e.g. (3), denotes the minimum order quantity in individual units. For example:

If an item has N/A in the Half Case or Split Unit sections, the minimum order is a Full Case. For example:

The following abbreviations are used in the product descriptions for each item in the catalogue:
DF = Dairy Free | GF = Gluten Free | H = Halal | K = Kosher | KT = Keto
NF = Nut Free | NG = Non-GMO | OG = Organic | SF = Sugar Free | V = Vegan  
A red maple leaf indicates the brand is Canadian.

Please clearly specify if you are ordering a full case or individual units.

Special Order Items: Items marked “Special Order” are not regularly stocked and can take anywhere from 2-10 weeks to be brought in. Special order items can be ordered in full cases only. Any cancellations must be made in writing and must be received before our order to the Vendor has been sent. When your special order item arrives, you will be contacted immediately.

Out of Stock Items: We do not backorder. If we are out of stock of an item, please re-order. Out of stock items count toward your order value (for shipping discounts). A TU (temporarily unavailable) item was shorted to us by the manufacturer and does not count toward your order value. A discontinued item does not count toward your item total and should be removed from your product list for future orders.

Pickups: Orders to be picked up at the Heart Smart Foods Warehouse must be received at least 24 hours (one full business day) in advance of the desired pickup time, with pickup date and time (between 9:00 AM – 4:00 PM) indicated on the order. No pickups on Wednesdays without prior approval.

Shelf Life: All products will be shipped with a guaranteed date of at least 2 months from our ship date, except the following:

Edward & Sons, Inka Crops, Panda Licorice, Simple Treasures, & Sunstart (guaranteed 45 days)
Covered Bridge, Enjoy Life, Glutenull, Glutino, Kim Nori, Little Creek, Mrs.Crimbles, San-J, Spokes, WrawP (guaranteed 30 days)

These are minimums. Longer dates will likely be shipped as we strive to provide you with the best dating possible.

Additional Charges: Dollar amounts given in the catalogue are for product only. They do not include shipping/accessorial/bottle recycling charges, or GST.

Please note: All prices are subject to change without notice.

GENERAL SHIPPING INFO

Please contact our order desk by email or by calling 780.466.4515 to inquire about free shipping minimums for your location, as well as what is and isn’t included in free shipping.

Some areas may not qualify for free shipping, in which case we would be happy to ship to a nearby prepaid location, if that works better for you.

Shipping minimums vary depending on a number of factors including whether your location is on a main transport route or off-line. For most locations we offer partial shipping discounts when free shipping minimums are difficult to reach.

Accessorial charges (e.g. power tailgate, inside delivery, mall delivery, residential delivery, etc.) are not included in free shipping.

Payment

Heart Smart Foods offers a variety of ways to pay for your orders:

Credit & Refunds

Missing or Damaged Pieces: If there is damaged or missing product on delivery, this must be clearly written on the waybill at the time your order is delivered (both your copy and the carrier’s copy), signed by you and the driver, and forwarded to us within 2 days of delivery. You must fax or email a copy of the signed waybill indicating missing or damaged product, and provide pictures of any damage. Details of missing or damaged product must be emailed to the order desk. If there is no waybill you must have the driver sign that the delivery was either short or damaged, as appropriate, and forward this to us with your claim. Otherwise you must claim directly with the carrier.

Repack Damage: When items are not shipped in their original packaging, damage is more likely to occur in transit. Therefore, we do not guarantee the condition of items in repacks. If there is damage to a repack on delivery, you must also indicate this on the waybill and have the driver sign that there is damage. If there is no external damage, no claim can be made.

DO NOT arrange for return of product without prior approval. Products cannot be returned after 30 days.

Products authorized for return must be in clean, re-saleable condition (original packaging and no pricing residue). Applicable credit will be processed on receipt.

A 10% restocking charge will be applied on returned/refused shipments.