FAQs

We accept Visa, Mastercard, American Express, Visa Debit and PayPal.

Yes. Call us at 1-888-484-7479 or email storemanager@thelowcarbgrocery.com and we'll help you get set up. Your information is kept confidential and never used without your consent.

Not on online orders. We do accept them in store at our Markham location.

Not at this time. We ship within Canada only.

All online orders ship from our Markham, Ontario warehouse, including orders to Alberta and British Columbia. Shipping cost and delivery time depend on your destination and the weight of your order. We cover part of the shipping cost on every order, and your total is calculated at checkout. See our Shipping Policy for full details.

We work to process and ship every order quickly. If there's an issue with your order, we'll contact you and hold it until we hear back. We never make changes or substitutions without your permission.

Orders with perishable items placed late in the week (Thursday or Friday) may be held and shipped the following Monday. If you'd rather we ship right away, add a note in your cart before checkout saying you accept the risk of shipping perishables.

Yes. Select the Safe Drop option in your cart before you check out. You can also add delivery instructions in the order note, for example:

• Leave with concierge
• Please deliver to side door
• Buzzer code: 1234

Please note that if you choose Safe Drop, The Low Carb Grocery and the courier are not responsible for missing parcels.

Canada Post delivery estimates aren't guaranteed. If you need your order before a certain date, call us at 1-888-484-7479 and we'll do our best to find an option that works.

We receive fresh Betty bread at our Markham warehouse each week and ship it out as soon as it arrives. Order before Tuesday for the best chance of shipping that week. Supply is limited, and holidays can affect timing.

Yes, by special request. Call us at 1-888-484-7479, and we recommend adding thermal packaging to your order to help keep items cold in transit. We can't ship ice cream tubs, ice cream bars or frozen cheesecakes. Perishable items shipped by request are sent at the customer's own risk.

Most of our breads are stored frozen because we carry them in bulk. They ship frozen and can be refrozen when they arrive. Check the product description for storage guidelines.

Yes. Choose Pickup at checkout and select our Markham store. It's a great way to save on shipping and get your order sooner.

1. Shop online as usual.
2. At checkout, choose Pickup.
3. Wait for our email letting you know your order is ready.
4. We'll hold your order for 7 business days. If it isn't picked up and you haven't asked us to hold it longer, the order will be cancelled and refunded.

Yes. Enter your gift card code at checkout. Gift cards bought at our former Burnaby store can be used online or at our Markham store.

Your points are safe. We're launching a new rewards program soon, and existing balances will carry over.

Contact us within 24 hours of receiving your order at storemanager@thelowcarbgrocery.com. Please include details and photos if the product is damaged. Don't throw out or use the product until we've sorted it out, since we may need it back. If so, we'll send you a prepaid return label.

We guarantee at least 30 days of shelf life, since some suppliers only guarantee 90 days when we receive the product. Most products arrive with at least six months remaining. Dried products are usually fine past their best before date.

If you're not happy with a purchase, return the unopened product within 14 days with your receipt and original packaging. Returned items must be undamaged and in resellable condition. Refunds go back to your original payment method.

We can't accept returns on:

• Perishable items, such as breads, bagels, wraps and tofu noodles
• Anything that needs refrigeration or freezing, such as cheese, dressings, donuts, cakes and ice cream
• Sale and clearance items, which are final sale
• Products returned because of taste or personal preference

For concerns about product quality, we'll request a return authorization from the manufacturer on your behalf. We'll need your receipt, the product and its packaging showing the lot number or best before date, plus your full name and contact details. Your details may be shared with the manufacturer for their investigation. This can take up to 4 weeks. If approved, we'll issue store credit to the account used for the purchase.

The Low Carb Grocery reserves the right to refuse any return or exchange. See our Refund Policy for full details.

No. Our Burnaby store closed on February 15, 2026. Thanks to everyone who shopped with us there over the past 13 years. Online orders across Canada ship from our Markham, Ontario warehouse, and in-store pickup is available in Markham.

Call 1-888-484-7479 or email storemanager@thelowcarbgrocery.com.