FAQ

Payments and Refunds FAQ

The easiest way to pay is with a credit card. You can also pay with your credit card if we email you an invoice through Quickbooks.  Paying by credit allows you to earn points from your bank on purchases, and speeds up the refund process if items become unavailable.

If you cannot pay for your order using a credit card, you can send an e-transfer to info@thenorthernshopper.com.  We are set up for autodeposit. The Payee will show up as MACKINNON'S GROUP INC. However, if you need to make a secret question, please send us the answer via info@thenorthernshopper.com.  We do not accept cash.  A final payment option, if purchasing for a business or agency, is to use EFT or Cheque (OAC).

Yes, these payment methods should work.

We cannot begin an order until payment has been received.  Your order is not placed in the fulfillment queue until we receive payment, so it is wise to pay using a credit card or to send your e-transfer immediately after placing your order.

If you a rotational employee, choose Canadian North Transient as your shipping community – NOT Iqaluit.  Proceed with your online shopping and at checkout choose Charge to Account and add your employee number to the delivery address. Transient employee shipments are charged to Canadian North Cargo and do not qualify for the Nutrition North Canada Subsidy.

If you are a regular airline employee, please choose your actual community and proceed with your online shopping.  At checkout Choose Charge to Account and add your employee number to the delivery address.  Wait for one of our agents to email you a revised total before sending an e-transfer or completing payment with a credit card.

If an item is unavailable at the time of packing the order, your item will be refunded to you. Refunds can take 2-5 business days to show back on your card.  Items may be unavailable due to stock,quality, or other uncontrollable issues.

If you paid using a credit card, we will refund within 24 hours of fulfilling the order.  Please allow a few business days for the funds to return to your card.  If you paid using e-transfer, we send out refund transfers each Friday.

To use a gift card, use the gift card code the purchaser received via email.  The code must be entered into the Discount Code Field at checkout on our website.

This usually occurs when the postal code used in the billing address in your online store account profile does not match with the postal code in the shipping address or the postal code that was used when your credit card was first activated. Please make sure that your billing address in your online store account profile is the same as the address where your credit card is registered.

If an order is unsuccessful due to card failure, the charge will show up as “pending” or “authorized” on your credit card statement. Please allow at least 24-48 hours for the pending charge to disappear. 

If an order is successful, the pending charge will then change to “posted” on your credit card statement as the charge has been processed.

Subscription Savings is thenorthernshopper.com’s service that allows you to receive automatic deliveries for items you use frequently.  So if you’re a new parent and need an endless supply of diapers, then Subscription Savings is perfect for you.  You’ll never have to worry about remembering to buy those everyday essentials including food, and you’ll always save an additional 5% on Subscribed items.

Plus, there is no annual fee, and you can cancel at any time.

To sign up, simply select the “Subscribe to Save” option on any eligible product page and choose your delivery frequency. Once you place your order, you’re signed up for Subscribe to Save. Easy!

To add an item for Subscribe to Save, simply follow these easy steps while you shop:

·        Look for eligible items marked as “Subscribe to Save”.

·        Select the “Subscribe to Save” option on any eligible product page.

·        Choose your delivery frequency.

·        Once you place your order, you’re signed up and subscribed to that item.

If you are having issues making a payment, please contact our team at orders@thenorthernshopper.com or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)

Ordering Process FAQ

The time between when you place your order on thenorthernshopper.com and when you receive your purchase is broken up into two phases: processing and shipping.

Processing is when we verify the details of your billing information and prepare your item for shipping in our warehouse(packaging, labelling, and deep freezing when necessary)

Shipping is when the shipment has left our warehouse and has been tendered to Canadian North Cargo Ottawa.  Shipping times can vary based on proximity to a freighter day, weather events, and other variables outside of Northern Shopper’s control.

Your order begins processing immediately after you click “Place order”. There is a limited time after you submit your order when it may be possible to change your shipping address, shipping method or payment method, but once the order moves into the shipping process it cannot be changed.

To request a modification after you have submitted your order, please contact us with your order number for quick resolution.

We fulfill orders Monday to Friday (business days).  We deliver to the airport in Ottawa from Monday to Saturday. An average order will be filled within 1-2 business days of receiving it. 

We are pleased to say there is no minimum order at this time.

If you are a rotational employee, choose Canadian North Transient as your shipping community – NOT Iqaluit.  Proceed with your online shopping and at checkout choose Charge to Account and add your employee number to the delivery address. Transient employee shipments do not qualify for the Nutrition North Canada Subsidy.

If you are a regular airline employee, please choose your actual community and proceed with your online shopping.  At checkout Choose Charge to Account and add your employee number to the delivery address.  Wait for one of our agents to email you revised total before sending an e-transfer or completing payment with a credit card.  Regular Airline employees are eligible for the Nutrition North Canada Subsidy, and the cost of freight will also be removed from your order. 

Creating an account makes it simple to shop at thenorthernshopper.com. With an account, you can track your order online, create a subscription for commonly used items, you can save your address and credit card for faster checkouts, and you can manage your subscription to our newsletter. Accounts are easy to create, easy to manage, and certainly helpful if you are a regular customer.

Orders cannot be cancelled or modified once they have been prepared. If you need to cancel or modify your order, please email orders@thenorthernshopper.com as soon as possible.

Yes, we are here to help our customers have access to products we currently do not have on our website.  Email us at orders@thenorthernshopper.com and we will try our best to add those items to our website. 

Note, if we have a similar item, we may not be able to carry a duplicate product that is differentiated by brand, but we may consider changing brands for you.

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.

Please let us know if you are not satisfied with your order.  We can either credit, refund, or reship, depending on the issue. If the product has spoiled during transit, please take pictures and send the details to orders@thenorthernshopper.com. We guarantee all our products for quality and freshness and will work put a smile back on that face of yours. 

If an item is not as advertised, defective, damaged, or expired, we will provide a credit or refund.

We cannot provide a credit or refund for items that a customer changes their mind about or if the item was a custom request without pictures or other key specifics.

We do not wish to accept deliveries or grocery pick-up orders from Third-Party services. This is to respect our COVID-related policies and practices, and so that we can effectively administer the Nutrition North Canada program for fresh food.  If there is an item you are looking for that you cannot find on our website, please contact orders@thenorthernshopper.com and we will see if we can add it to the website for you permanently.

We understand that food security also pertains to accessing culturally specific foods. With this in mind, we do continue to accept food deliveries from stores specializing in international ingredients that we do not already carry.  For example, African Queen, T&T Supermarket, Pilipino, European, and other international grocery stores.  These deliveries are not subsidized but you will be able to access discounted freight rates.  Additional repackaging fees may also apply. 

For non-food items, we offer freight-forwarding, pickup, purchasing and receiving services. Contact Jennifer@thenorthernshopper.com for more information.  For example, furniture, appliances, textiles, machinery and electronics, sports equipment, alcohol with permit, and house plants, to name a few things.

If you are having issues placing your order, please contact our team at orders@thenorthernshopper.com or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)

Shipping and Tracking FAQ

We deliver to Ottawa Cargo 6 days a week, Monday to Saturday.

Visit https://canadiannorth.com/cargo/track-and-trace/ and enter your 8-digit Air Waybill Number (do not enter the 518- prefix) please allow up to 24 hours after delivery to Ottawa Cargo for the Air Waybill number to be activated by Canadian North Cargo.

All shipping fees are included in the price of the products found on www.thenorthernshopper.com. The Nutrition North Canada Subsidy is also applied to all eligible products shipping to Nunavut.  On your final invoice you will see a "Cost Breakdown" with shipping and taxes.  These amounts are not in addition to the product prices seen above, it is just a breakdown to show you, Nutrition North Canada, and Canada Revenue agency how much shipping and subsidy make up the cost of the products you purchased.

We are not currently offering delivery direct to you home, but please send us a message to info@thenorthernshopper.com to let us know you are interested in this service. We are actively trying to set up a delivery program.  If you have any recommendations for service providers in your community, please contact us!

Once you receive a tracking number, it should take 1 to 4 days for cooler to arrive in Iqaluit, and 1 to 7 days for freezer and dry to arrive in Iqaluit.  Please allow additional time for communities beyond Iqaluit.

You may go pick up your shipment at Canadian North Cargo after they call you for pickup.  If the tracker at https://canadiannorth.com/cargo/track-and-trace/ shows that the shipment has arrived in your community, should contact cargo 24 hours after it shows it shipped.

Cooler products have priority over all other items, so it is not uncommon for your cooler and frozen to ship separately. Continue to track your order to keep updated on when your frozen goods ship. The shipping speed hierarchy is as follows, from fastest to slowest: Mail, Guaranteed Merchandise, Cooler, Freezer, Dry Food, General Merchandise.

If you notice your food or merchandise is damaged while you are still at the cargo facility, request a Cargo Loss and Damage Claim and complete the claim, then have an agent acknowledge the damages by signing the claim, then forward the claim to us for reimbursement.

If you notice your food or merchandise is damaged only once you get home, take a bunch of pictures of the damages and email orders@thenorthernshopper.com to begin the claim process.

If you determine that Canadian North Cargo has lost your order in transit, please contact info@thenorthernshopper.com immediately so that we can step in on your behalf to correct the issue.

If you are having issues tracking your order or preparing a cargo loss and damage claim, please contact our team at orders@thenorthernshopper.com or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)

General Cargo and Merchandise FAQ

Yes, we offer a popular freight forwarding service to help you gain access to more companies from Southern Canada. Additionally, we can pickup online/telephone orders on your behalf, or complete purchases on your behalf.  We can even help you find an item that you cannot find on your own.

Ship to the following address: 

Your full name c/o Northern Shopper

46Antares Drive, Unit 1 

Ottawa, ON 

K2E7Z1 

**Please note, our receiving hours are 9-4 Monday-Friday** 

Then, send a copy of your order to jennifer@thenorthernshopper.com.  

It is very important that your name shows up on the package or else we will not know who it is for. If your order is coming from the USA or another country, you may be required to pay additional customs duties. We do not pay customs duties on your behalf unless we purchased the item on your behalf.

There is a minimum receiving charge of $9 up to 18kg, plus the cost of freight (see rates below). Above 18kg, the minimum receiving charge is waived and you will be charged the following freight costs only

Community rates are as follows:

OTTAWA IQALUIT $4.39 + GST / KG
OTTAWA ARCTIC BAY $12.66 + GST / KG
OTTAWA CLYDE RIVER $9.09+ GST / KG
OTTAWA IGLOOLIK $9.32 + GST / KG
OTTAWA POND INLET $9.15 + GST / KG
OTTAWA KIMMIRUT $6.82 + GST / KG
OTTAWA RESOLUTE BAY $14.11 + GST / KG
OTTAWA KINNGAIT $8.86 + GST / KG
OTTAWA SANIRAJAK $9.32 + GST / KG
OTTAWA QIKIQTARJUAK $9.49 + GST / KG
OTTAWA PANGNIRTUNG $8.03 + GST / KG
IQALUIT-SOUTH BOUND OTTAWA $4.39 + GST / KG ($39 MIN)

All minimum receiving charges are waived for approved commercial clients.

Additional re-packing or inspection fees may apply.

Yes, we can help you ship Dangerous Goods.  We do not process these shipments in house, but we do all the logistics to make sure the goods are safe for air transport.  The costs can be inhibitive, so please contact us before making a purchase of a Dangerous Good to be transported by air so that you can see if the price of Dangerous Goods processing is worth it.

Lithium-Ion batteries are subject to Dangerous Goods processing fees (For example, laptops, cell phones, remote control toys, cordless power tools, cordless appliances, etc). Other items may also be dangerous goods (For example, soda stream charges, most paints and stains, propane, other compressed gases such as air fresheners and cooking spray, some automobile parts such as shocks and batteries, some adhesives, all motorized vehicles, all engine-powered tools such as generators and pressure washers, ammunitions)

We can source, purchase/pickup, inspect and repackage any item from any store in Canada for a predictable price.  Please contact jennifer@thenorthernshopper.com for an estimate or quote (quotes can only be offered with exact details given). 

We do ship IKEA Orders.  We can receive your order at our warehouse, pickup your Click and Collect order, or purchase your items on your behalf. Learn more about IKEA orders here.

We do ship alcohol. Learn how to place alcohol orders here

Please place your order online at LCBO.com, using 1980 Bank St. Ottawa as the pickup location.

Please contact us to find out who to put down as the pickup person.

Note, you must email (jennifer@thenrothernshopper.com) or text (867-222-4784)a valid government ID showing you are 19+. You must also email or text a photo of your valid permit.

If you are having issues placing your General Merchandise order, please contact our Expediting Manager at jennifer@thenorthernshopper.com or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)