Here are some answers to frequently asked questions (FAQs):
Newmarket Store: Permanent Closing Announcement:
We sincerely appreciate your loyalty and support throughout the years at The Low Carb Grocery – Newmarket!
The past three years have been exceptionally challenging for many businesses due to the COVID-19 pandemic, lockdown requirements and supply chain issues.
Unfortunately, we have seen a drastic reduction in foot traffic at our Newmarket location even after the lockdown restrictions have been lifted. It is with a sad heart that after much consideration, we have made the decision to permanently close the doors of our Newmarket store effective on July 15, 2023, at 6:00 p.m.
When is the last day The Low Carb Grocery – Newmarket is open for me to shop?
The Low Carb Grocery – Newmarket will be open for customers to shop in-store until July 15, 2023 (Saturday) from 10 am to 6 pm. Please click here for information on our regular business hours.
Where else can I shop for the best selection of Low Carb products in Canada?
We welcome you to shop online at www.thelowcarbgrocery.com where you will find the best selection of low carb products in Canada. Check out our shipping page for more details on shipping.
Alternatively, come visit our Markham store which is a few minutes off Highway 404 at Steeles Ave East exit. Click here for more information on our address and hours of operation.
Can I still use the Gift Card I purchased from the Newmarket store at the Markham store or online?
Yes! Simply bring your gift card to our Markham store and present it to our staff upon check out. If you want to use the gift card online, kindly leave a comment on your order with a note that you would like to use your gift card to purchase.
Important Reminder: Please remember to include the gift card number with your order notes and we will verify and apply the amount you would like to use.
If you need any assistance with gift cards, do not hesitate to call our customer service line at 1-888-484-7479 or email us at [email protected]
How can I redeem the points from my customer account?
The Low Carb Grocery Membership Rewards Points collected at The Low Carb Grocery (online and retail stores) can be used at all locations.
Starting at $5.00 off for 5000 points, you can save your rewards to the maximum tier of redemption for $75.00 with 30,000 points. Click here for more details on our Rewards Program.
How do I create an online account and transfer my customer points there?
Simply follow this link to create an online account.
Important Reminder: Please be sure to register the same phone number used for your in-store account to link to your online account.
What if I forgot the phone number that I used for my customer points account?
Call our customer service line at 1-888-484-7479 or email us at [email protected] and one of our customer representatives will gladly provide assistance.
Can you make an online account for me?
If you require assistance in setting up an online account, kindly contact us at 1-888-484-7479 or email us at [email protected]. All information collected from our customers is kept confidential. We do not use any of our customers’ information without consent from our customers.
How can I order fresh Betty bread or other perishable/frozen items online?
We ship our Betty bread fresh every Tuesday until Friday from our Markham warehouse. Place an online order before Tuesday, and we will try our best to process and ship out your bread at the soonest time once we receive our fresh stock. Please note that processing times can be affected by statutory holiday schedules and our current stock. We have a limited stock of fresh Betty bread every week. Check out our selection of breads here.
How can I order other frozen/in-store-only items like Carbonaut Pizza crust?
You can make a special request to ship other frozen/in-store-only items, with the exclusion of ice cream tubs, ice cream bars, and frozen cheesecakes. Simply contact our customer service at 1-888-484-7479 and add our recommended thermal packaging to help maintain cooler temperatures during transit. Please note that the customer assumes the risk of quality by requesting to ship these highly perishable items.
Now available: Self Pick Up at our retail stores:
The Low Carb Grocery also offers self pick up in Markham, ON and Burnaby, B.C. This is a great option for our local customers who wish to place orders from the comfort of home and while saving on shipping fees and delivery wait time.
How does the self-pick up option work?
- Log in to your online account and shop as usual.
- During check-out, select your preferred retail store for self pick up and complete check-out process.
- Kindly await for an e-mail notification from us stating order is ready for pick up.
- Your parcel will be held at the selected retail store for 7 business days. If an order is not collected within 7 business days and you have not contacted us to request an extended hold, the order will be cancelled and refunded.
Safety measures effective at all stores:
Please do not visit our stores if you are feeling ill or have been in close contact with someone who is feeling ill and has not recovered yet. Please kindly shop with us online instead.
Do you ship to the U.S.?
Unfortunately, we will not be shipping to the United States at this time. Canada-wide only.
What Method of Payment do you accept for online orders?
We currently only take credit cards such as AMEX, VISA, MasterCard, Visa Debit or Paypal.
How do I pay using PayPal?
Please click here.
What do I do if I received an expired, wrong product, or a product arrived in an unsatisfactory condition?
The Low Carb Grocery takes such matters very seriously, and we will look into each individual case thoroughly. If you have received a wrong/damaged product please contact customer service within 24 hours of receiving the product so we can take care of the issue in a timely manner. Please do not discard or consume the wrong/damaged product until a resolution has been reached. We may have to retrieve the wrong/damaged/expired product, in which case, we would provide a pre-paid return shipping label. We may also ask for photos of the condition of the products if they arrived damaged for Canada Post/Alternative courier used. To report wrong/damaged product received, please e-mail details and photos (if applicable) to: [email protected]
Please note that we only guarantee 30 days shelf life for our products as some of our suppliers only guarantee a 90-day shelf life when the product is received by us. In most cases, our products do arrive with a shelf life of at least half a year. Dried products are usually stable passed the best before date.
Why is there no date on my breads/bagels?
Most of our breads are kept frozen as we carry them in bulk. Perishables are shipped frozen and may be re-frozen upon arrival. Please refer to the guideline listed in the product description.
What’s your return policy?
If you are not completely satisfied with your purchase, simply return the unopened product within 14 days. A receipt and the item’s original packaging are required for all returns and exchanges. All products returned must be undamaged and deemed in re-sellable condition by The Low Carb Grocery. Refunds will be issued in the same method of payment as the original payment. Please note that we will not accept returns on any perishable items (i.e. breads, bagels, wraps, tofu noodles), any product that requires refrigeration or freezing (i.e. cheese, dressing, donuts, cakes, ice cream). The Low Carb Grocery reserves the right to refuse any return or exchange.
The Low Carb Grocery does not offer exchange/ refunds for products due to issues with personal preference or taste.
All Sale and Clearance Items are Final Sale – No Returns. No Exchanges. No Refunds. All perishable items are Final Sale.
All returns related to product concerns or dissatisfaction will require a Return Merchandise Authorization (RMA) from the manufacturer. The customer must provide the original receipt, product, and packaging which clearly indicate LOT# and/or best before date. Full name and contact information must be provided (RMA). The Low Carb Grocery will contact the manufacturer on behalf of the customer and request a manufacture credit. Please note that the customer contact information may be provided to the manufacturer for further details and product investigation. The refund authorization from the manufacturer may take up to 4 weeks. If a credit has been approved by the manufacturer, the customer will be contacted and a store credit will be issued to the original account used to purchase the product.
Why has my order not shipped yet?
We try our best to have each and every order processed and shipped out in a timely manner. In the event that there is an issue with the order, the customer will be contacted as soon as possible. The order will be put on hold until we receive further instructions from the customer as to how we should proceed with the order. We will never make any changes or substitutions to any order without the customer’s permission.
For orders placed closer to the end of the week (Thursday/Friday), if your order contains perishable goods, we may hold your order to be shipped out the following Monday. If your order does contain perishable products and you prefer to have your order shipped out immediately, under the comments section please write: [Accepts risk for shipping perishable goods, ship immediately]
Can I have my parcel left at the door if I am not home?
We will try our best to make any accommodations and forward any delivery instructions to the courier company. If you would like to have the parcel left at the door, please check off “Please Safe Drop/Leave at Door” on the Select Delivery Method page during checkout. If there are any specific instructions, please indicate in the comments section in your order.
Example:
LEAVE AT DOOR IF NOT HOME
LEAVE PARCEL WITH CONCIERGE
PLEASE DELIVER TO SIDE DOOR
BUZZER CODE: XXXX
Please note that if you DO select the Safe Drop option, The Low Carb Grocery or Canada Post/Alternative courier used will be NOT be taking responsibility for missing parcels. Please see more under Shipping Information.
Do you accept manufacturer coupons?
No, unfortunately at this time we do not accept any manufacturer coupons online as this will delay shipping time to you. However, we do accept them in-store. (Atkins for Canadian products with French and English on product)
I am going on vacation and I need my order ASAP!
We are glad to hear that you are sticking to your low carb diet while on vacation! If you are placing an order close to your vacation date, please be advised that the estimated date of arrival quoted from Canada Post does not guarantee arrival within a set time. If you really need your order prior to your departure date, please contact us at 1-888-484-7479 to let us know your situation. We will do our best to accommodate you and let you know what other options are available.