Frequently Asked Questions

Delivery

Is there a minimum order amount for delivery?

The minimum order amount is $150.

How much does delivery cost? 

The delivery costs are integrated within the price, with the Nutrition North Canada subsidy applied.

How long will my order take to be delivered? 

An average order will be filled within 2-4 days, and you will be sent a tracking number to follow when the order arrives in your community.

Where do I pickup my order?

An airline agent will call you once your order arrives and your order can be pick up at their cargo area in their community.

Products

What happens if I am not satisfied with my order? 

If you’re not satisfied with your order you can contact us and we will work together to make sure you are satisfied. If the product has spoiled due to the duration of transit, we will refund or replace the items at no cost and work with our carrier to fix the problem (If total weight of reshipment is equal to or over 5kg).

What if an item in my order is out of stock?

Once at checkout, you will see an option of allowing substitutes if an item is unavailable. If the item requested is not available, depending on your choice of allowing subs or not, we will add a substitute of equal or higher value, or we will refund you for the items. If any details about subs need to be made aware to our team, you can add in the notes section of your order at checkout.

Can I suggest a product for Arctic Fresh to carry?

Yes, we are here to help our customers have access to products they currently don’t have. Email us at info@arcticfresh.ca  and we will try our best to add those to our website.

How can I stay up to date with promotions and special offers?

Sign up to our email newsletter and like our facebook page:  https://www.facebook.com/arcticfreshNU/

Can I purchase a gift card?

Yes, gift cards are available for purchase.

Can I reorder the same items as last time? 

Once you have an account with us, you can create a wish list which saves a group of items you usually purchase.

Orders

How can I pay for my order?

You can pay by credit card or through EMT (electronic transfer). Orders placed by EMT will be cancelled if payment is not received within 2 days.

Where can I see the status of my order?

Once you make an order, log in to your account and track your order using the tracking we send in an email.

Can I cancel or modify my order?

Your order can be cancelled within 24 hours of placing it; this can be done by emailing info@arcticfresh.ca. Modifications to an existing order cannot be done.

When will my order be processed?

Your order is processed 24 hours after is placed.

Is there a cutoff time for my order?

Yes, we ship to the communities 5 days a week, Monday to Friday. Depending on when you order, your products will be placed on one of those planes from Ottawa.