Please review our mail order policies below.

All mail orders are to be placed by phone or email to ensure personalized service.

Please call 416-466-2129 for general inquiries

For Body Care call 416-466-2644 ext.235

For Supplements call 416-466-8432

Shipping Policy

The Big Carrot uses an online Canada Post Service for all mail orders to ensure consistent pricing and reliable tracking. We always use Expedited Service which  includes insurance and tracking to ensure deliveries are protected. Xpress and  Courier services will incur a higher price and are available upon request.  All orders are processed same day if received before 1:00pm(EST).  After 1:00pm(EST), orders will be processed next day unless it falls on a weekend (Saturday, Sunday).  Please note that shipping quotes are unavailable until order is completed and full address including postal code is supplied. Delivery times through Canada Post are as follows:

Local (Eastern Ontario) 1-3 days;
Regional (Ontario & Quebec) 2-6 days;
National (Rest of Canada) 4-9 days.

Please note these are approximate times.If your package does not arrive within a reasonable amount of time, please contact us at Customer Service so we can place a trace investigation on your package.

Delivery times to the US and Internationally are unpredictable and require patience. Shipping charges to the US may not include local taxes, duties, handling fees and brokerage fees.

Please inform us if you would like access to your item number for tracking purposes.

We consider mail orders a part of our ongoing Customer Service support, therefore,we do not charge labour fees for shipments (A fee of $10 will apply on orders over 10 items).  

What we won’t ship

We will not ship out any liquids or glass to the US due to rigid border control.

We will not ship anything perishable; this includes, but is not limited to,refrigerated items, frozen items, produce, bread, volatile items, gift baskets or items over 10kgs or 22lbs.

Lost Mail Items

According to Federal Laws, mail is private property and must be dealt with accordingly. Once an item has left our hands, it becomes the property of the customer. If Canada Post loses a package, The Big Carrot will submit an investigation with Canada Post. This generally takes 5 business days. We will not refund any products until the investigation is complete and we have been refunded by Canada Post.

Courier Services

The Big Carrot has an account with Purolator Courier (a division of Canada Post). Next day service is available before 1:00pm (EST). Same Day is not possible as it must be called in as early as 6:00am.(EST)We recommend private courier services if same day is needed. These can cost up to $100.00.We can work with any private couriers if the order is called in by the customer and directed to the Customer Service Desk. We do not use Courier or Rush Services to the US due to unpredictable delivery times.

Sales Tax

All applicable Ontario Provincial Taxes are included in the price of mail orders. If you have a PST exemption card, we would need a faxed, clear copy of the card.

Discounts

Case prices in Grocery and Body Care are still entitled to 10% off. Dispensary items over $200.00 are not entitled to 10% as we do not charge labour fees to ship.

Payment Policy

Payment for mail orders is available by credit card (Visa or Mastercard), official money order or cheque. Mail orders paid for by credit card will be sent out after the card has been approved. The Big Carrot is not responsible for delays due to insufficient funds or expired card numbers. Mail orders paid for by money order or cheque will be postponed until the the bank has cleared the monies.

Return Policy

Returns and exchanges follow the same rules as our store. No returns or exchanges after 30 days. No refunds or exchanges without a receipt. No refund or exchanges on housewares and appliances once they have been used. Please repack the item to return and ship it back with the receipt. Refunds will be issued back to the original form of payment. Reimbursements for shipping are at the discretion of the Manager. Body Care and Dispensary have different terms of return/exchange. Please speak to a staff member for further details.

Security Information

The Big Carrot stores credit card information for one month for administrative purposes. All information is kept confidential and disposed of properly. The Big Carrot is not responsible for stolen mail (after it has been mailed),damaged mail, lost mail or late deliveries. We retain the right to refuse mail orders of any kind.