Online Ordering Policy

 

NOTE TO READER: Please make sure to read any/all applicable section/s of this page before placing your order. Any request to cancel an order / request a refund after we ask you to confirm that you have read and agreed to the Terms & Conditions, will be subject to a minimum $5.00 fee for processing, which will be deducted from the refunded amount for all orders!


CHOCO-CLUB MEMBERSHIP

If you sign up to our 'Choco-Club', your email will be registered as a 'Member' and you will receive exclusive (current and future) ‘Members Only’ benefits such as automatic discount on online order for Pickup, Local Delivery offers, special promotions, rewards, exclusive advance purchase notices, etc. that are available to the Choco-Club Members ONLY! There are no fees or other conditions to join or leave, but if you unsubscribe, you will no longer be able to receive any of the above mentioned benefits. 


ORDERS FOR PICK-UP

If you sign up to our 'Choco-Club', your email will be registered as a 'Member' and we will automatically offer you a 10% Discount on all allowed products when you make an online order for Pick Up at our Factory Store only. Please note that we take great care to build your order so that it is exactly as you purchased. However, we highly suggest that you make sure that everything is as stated on your order confirmation before you leave our Factory Store. Any claims of order inaccuracies after you leave the Factory Store will not be considered.   

 

ORDERS FOR SHIPPING

Note that Ground Shipping of allowable products is not available / we do not ship between May 01 and October 01 (dates may change depending on climatic conditions year to year) due to the perishable nature of our products. We cannot offer Ground Shipping (free or not) to any destinations where the temperature is 16°C /60°F or warmer. Should you decide to go ahead with shipping, we will not be responsible if the product/s arrive damaged and we will not offer any refund - this means you assume all risks!

• BC - $0.00 to $49.99 = Flat Fee of $10.00 / $50.00 and up Free Shipping
• AB - $0.00 to $65.00 = Flat Fee of $15.00 / $65.00 and up Free Shipping
• SK / MB / ON / QC - $0.00 to $74.99 = Flat Fee of $20.00 / $75.00 and up Free Shipping
• NS / NU / NB / NT / YT / PE - $0.00 to $99.99 = Flat Fee of $30.00 / $100.00 and up Free Shipping

Note that due to Covid-19, the shipping industry has experienced a significant surge in volume and as a result regularly experience delays and/or other shipping related issues. Therefore, shipping times are listed as ‘Standard of 3-9 days’ are estimated by the shipping company and therefore are NOT guaranteed.


ORDER RETURNS / EXCHANGE / REFUND

Please note that due to Covid-19 - and Food Safety - protocols, we cannot accept any return or exchange of food products once they leave our location. If you made a mistake on your online order and request a refund - before Pick Up / Shipping / Delivery - please note that the payment processing merchant charges us for any refund request and therefore we need to do the same. And a minimum $5.00 fee will be deducted from your refund total for all orders under $150.00. For orders over $150.00 a 3.75% fee will be deducted from the total.

 

ORDER FOR LOCAL DELIVERY

Service - we offer "Same Day / 4-hours" service on Friday / Saturday / Sunday Only with a delivery window of between 2:30 PM and 6:00 PM to your location. The delivery company states / reserves the right that, in some cases due to unforeseen circumstances (I.e. traffic accident, bridge closure, etc.), the delivery window may be extended past 6:00 PM 

Ordering - all orders must be placed no later than 7:00 PM the day before delivery. You may order online a day or more ahead of time, but if you order past the deadline, we will not be able to process your order for that day and will have to reschedule for the next day that Wild Sweets Factory Store is open. For example, if you missed the Thursday 7:00 PM cut-off for Friday delivery, your order will be scheduled for Saturday delivery. If you want to cancel the order and request a refund, there will be a minimum $5.00 fee (based on order value) as posted in our Terms & Conditions.

Delivery Fees / Zones - delivery fees are calculated based on 'Zones' and see specific details below including Free Delivery offer with minimum order value.
  • Zone 01
      • Serviced Area - Vancouver, Richmond, Burnaby, New Westminster
      • Delivery fee - $15.00 and includes a reusable thermal bag / ice gel if applicable
      • Free Delivery Offer - on orders of $75.00 or more
    • Zone 02
        • Serviced Area -  Coquitlam, North Surrey, Delta, North Vancouver
        • Delivery fee - $25.00 and includes a reusable thermal bag / ice gel if applicable
        • Free Delivery Offer - on orders of $95.00 or more
      • Zone 03
          • Serviced Area -  Maple Ridge, South Surrey/White Rock, West Vancouver
          • Delivery fee - $30.00 and includes a reusable thermal bag / ice gel if applicable
          • Free Delivery Offer - on orders of $115.00 or more

        Packaging - all orders are packed in an insulated foil bag. All perishable products (I.e. verines) are shipped frozen but can not be re-frozen, only refrigerated after delivery. If you wish to order frozen products to be kept frozen after delivery, we can only offer that option if you purchase a Styrofoam container completely filled, which means 22 verrines total, for example.  

        Delivery - if instructed at ordering, the driver can leave the package at your door ONLY if your location is a detached house or townhome with a street entrance front door. If you live in an apartment, the courier states that the driver will attempt to contact you by phone when at your location. If you provided a buzz code when placing your order, the driver may also buzz your unit. The courier can offer text messaging of advanced notification of driver's delivery ETA / delivery time. However, due to the North American spam policy, text messages can only be sent by the delivery company if you provide your consent to receive such messages. You will receive the consent text message first, and once you agree, the delivery update text message will follow.  

        Post Delivery - Perishable items such as verrines, sammies, etc. must be taken out of the insulated bag and put away in the fridge immediately after delivery. Shelf stable items such as chocolate bars, collections, etc. can be left out unless the temperature inside your home is higher than 20°C then we recommend keeping them in the fridge as well. However, they should be packed first in a resealable type bag (I.e. Ziploc®) to protect against flavour transfer. 

        Missed Delivery - You are responsible to ensure that you / someone else is at home to receive your order on the day / time within the delivery window as posted above. If you missed the delivery - no one was at home to receive and/or you did not provide alternate delivery instructions - the delivery company will return the order back to us with a minimum $10.00 charge (depending on the location) for the service. For Missed Deliveries, you will have 3 options to consider including;
        1. Forfeit the entire order. In other words, you lose the entire value (product + delivery) of the order - no refunds
        2. Have the order scheduled for a re-delivery. Please note that as we can only offer a maximum of ± 4-hours window for safe delivery, any perishable items (I.e. verrines) from a Missed Delivery would have exceeded the allowed window (orders are returned to us after a driver finishes all of his/her deliveries) and therefore will have to be discarded  / not be applicable for any refund request. Items that are shelf stable (I.e chocolate bars, collections) can be re-delivered, but you will be required to pay for the rescheduled delivery fee (to be calculated based on your location if different from the initial order) plus the return fee (minimum $10.00). Also note that the same product from the Missed Delivery will be re-delivered and depending on the climatic conditions / time that it took to get the product back to us, such product may potentially have been damaged to extended exposure to heat outside the allowable window. We are not responsible for such damage and will not offer any replacements
        3. Collect / Pick up the Missed Delivery order of shelf stable products only at our Factory Store the next available day that the Factory Store is open.   


        Wild Sweets® By Dominique & Cindy Duby
        Unit 2145 - 12191 Hammersmith Way
        Richmond, BC
        V7A 5H2
        604-765-9507