Shipping & Returns
Shipping Policy
Shipping Within Canada
All Canadian orders are shipped from British Columbia using trusted carriers. Delivery times typically range from 3–8 business days, depending on your location and carrier volume. Shipping rates are based on weight and packaging requirements. Free shipping may be available for qualifying order totals during promotions or specific thresholds.
Shipping to the United States
U.S. orders require additional export processing, cross‑border logistics, and customs handling. Because of this, U.S. shipping rates are higher than domestic Canadian rates. A U.S. Cross‑Border Handling Fee is included in the shipping cost to cover packaging, documentation, and border processing. Estimated delivery time for U.S. orders is 7–12 business days, depending on carrier delays, customs inspection, and destination.
Packaging & Heavy Items
Freeze‑dried foods are lightweight, but jarred foods require protective packaging and add significant weight. Shipping rates reflect carrier surcharges for heavier parcels and the extra materials needed to ensure your items arrive safely. We take great care to pack all orders securely to prevent damage during transit.
Order Processing Time
Orders are typically processed within 1–3 business days. During busy seasons or large restocks, processing times may be slightly longer. You will receive a confirmation email once your order has shipped.
Returns & Exchanges
Returns are accepted within 30 days of delivery. Items must be unopened, unused, and in their original condition. Customers are responsible for return shipping unless the product arrived damaged or defective. If your order arrives with an issue, please contact us immediately so we can make it right.
Lost or Delayed Packages
If your package is delayed, please allow additional time for carrier processing, especially for U.S. orders undergoing customs inspection. If a package appears lost, contact us and we will assist you in filing a claim or arranging a replacement when applicable.
Return & Exchange Policy
Returns are accepted within 30 days of delivery. To be eligible for a return, items must be:
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Unused
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Unopened
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In their original packaging
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In the same condition as received
Proof of purchase is required for all returns.
Refunds
Once we receive your returned item, we will inspect it and notify you of approval or rejection. If approved, your refund will be processed to your original payment method. Refund timelines vary by bank or card issuer, but typically take 5–10 business days.
Exchanges
If you receive a defective or damaged product, we will gladly exchange it for a new one. Please contact us with details and photos of the issue so we can assist you quickly.
Non‑Returnable Items
Some items may not be eligible for return, including:
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Custom orders
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Perishable goods
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Items marked as final sale
Any exceptions will be clearly noted at the time of purchase.
How to Start a Return or Exchange
To begin the process, contact us at: 📧 mooseislandfoods@gmail.com 📞 250‑991‑1020
We will provide instructions and, when applicable, a return shipping label.
Our Commitment
We value your trust and aim to make every transaction smooth and hassle‑free. If you have any questions or concerns about your order, please reach out — we’re always here to help.