Payments and Refunds FAQ
Can I pay for my order with an Email Money transfer?
Unfortunately we do not accept Email Money Transfers as a form of payment.
If you would like to pay for your order with a debit card, we would suggest using PayPal.
What is PayPal and how does it work?
PayPal is an online payment system that makes paying for things online and sending and receiving money safe and secure. When you link your bank account, credit card or debit card to your PayPal account, you can use PayPal to make purchases online with participating stores.
If you have any questions about payment options please email email@example.com
Can I use a WE Card or Prepaid Visa?
Yes, these payment methods should work.
Can I pay after I receive my order or after it has shipped?
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 when placing your order.
How do I pay if I am an airline employee?
If you are a regular airline employee, please choose your actual community and proceed with your online shopping. At checkout, please add your employee number to the delivery address. When placing an order as an Airline Employee, a Northern Shopper agent will refund the freight to the original form of payment once the order is paid in full and
Why were items in my order refunded?
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.
How will I be refunded?
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.
How do I use a Gift Card?
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.
My order did not go through because the payment was rejected, but there is a charge on my credit card transaction history. What happened?
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.
If you are having issues making a payment, please contact our team at firstname.lastname@example.org or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)
Ordering Process FAQ
What is the normal process to make and receive an order?
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.
When will my order be fulfilled?
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.
Is there an order minimum?
There is a minimum order value of $99.
Is there an order minimum weight requirement?
Yes, there is an order minimum shipping weight requirement to be met. Please see below for details:
Minimum Weight Per Order: 14.33kg
Minimum Weight Per Order: 5.16kg
Minimum Weight Per Order: 6.79kg
- Pond Intel
Minimum Weight Per Order: 4.71kg
- Kinngait (Cape Dorset)
Minimum Weight Per Order: 6.42kg
- Sanirajak (Hall Beach)
Minimum Weight Per Order: 5.24kg
Minimum Weight Per Order: 6.40kg
Minimum Weight Per Order: 6.82kg
- Arctic Bay
Minimum Weight Per Order: 4.27kg
Minimum Weight Per Order: 3.77kg
Minimum Weight Per Order: 8.14kg
- Clyde River
Minimum Weight Per Order: 5.39kg
How do Airline Employees place orders?
If you are a regular airline employee, please choose your actual community and proceed with your online shopping. At checkout add your employee number to the delivery address, or notes section.
For Airline Employees who place an order though our website the order has to be paid in full, and the freight is refunded after the order is placed, and fulfilled.
Regular Airline employees are eligible for the Nutrition North Canada Subsidy, and the cost of freight will also be removed from your order.
If you have any further questions about this process please contact email@example.com
Should I create an account?
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.
Can I cancel or modify my order?
Orders cannot be cancelled or modified once they have been prepared. If you need to cancel or modify your order, please email firstname.lastname@example.org as soon as possible.
Can I suggest a product for Northern Shopper to carry?
Yes, we are here to help our customers have access to products we currently do not have on our website. Email us at email@example.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.
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.
What happens if I am not satisfied with my order?
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 firstname.lastname@example.org. We guarantee all our products for quality and freshness and will work put a smile back on that face of yours.
Can I return something I bought from The Northern Shopper?
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.
Can I order food through Third-Party Services (example: Instacart) and have it delivered to cargo?
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 email@example.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 MJ@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 firstname.lastname@example.org or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)
Shipping and Tracking FAQ
How often do you deliver to Ottawa Cargo?
We deliver to Ottawa Cargo 5 days a week, Monday to Friday.
How do I track my order?
After your order is shopped and packed a member of our team will email you with an Air Waybill Number. 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.
Will I receive a delivery notification?
We are currently in the process of creating a delivery notification that informs our customer of real-time updates on the location of their shipment. This means that even if your order is partially delivered, our team will contact you with an update. We hope in the future this will create a more efficient way of tracking your order!
Is shipping free?
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.
How long will it take to receive my order?
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.
How do I pick up my order?
You may go to Canadian North Cargo once you have been notified by phone that your order is ready for pickup. If you have not received a call but the tracker at https://canadiannorth.com/cargo/track-and-trace/ shows that your order has shipped please allow 24 hours before contacting cargo.
Do I pickup the whole order at the same time?
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.
What if my product is lost in transit or are damaged when I receive them?
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 email@example.com to begin the claim process.
If you determine that Canadian North Cargo has lost your order in transit, please contact firstname.lastname@example.org 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 email@example.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
Does Northern Shopper offer receiving services for my online orders that do not ship to Iqaluit?
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.
Where can I ship my online purchases?
Ship to the following address:
Your full name c/o Northern Shopper
46 Antares Drive, Unit 1
**Please note, our receiving hours are 9-4 Monday-Friday**
Then, send a copy of your order to firstname.lastname@example.org.
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.
What are the General Merchandise Cargo Rates?
There is a minimum per shipment shipping charge of $64.40.
Community rates are as follows:
- OTTAWA to IQALUIT: $4.99 + GST / KG
- OTTAWA to ARCTIC BAY: $12.91 + GST / KG
- OTTAWA to CLYDE RIVER: $10.69+ GST / KG
- OTTAWA to IGLULIK: $11.18 + GST / KG
- OTTAWA to POND INLET: $12.25 + GST / KG
- OTTAWA to KIMMIRUT: $7.44 + GST / KG
- OTTAWA to RESOLUTE BAY: $12.98 + GST / KG
- OTTAWA to KINNGAIT: $8.98 + GST / KG
- OTTAWA to SANIRAJAK: $10.87 + GST / KG
- OTTAWA to QIKIQTARJUAK: $9.02 + GST / KG
- OTTAWA to PANGNIRTUNG: $8.56 + GST / KG
- IQALUIT-SOUTH BOUND to 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.
Can you ship Dangerous Goods?
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 prohibitive, 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.
What is a Dangerous Good?
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)
What stores can Northern Shopper go to?
We can source, purchase/pickup, inspect and repackage any item from any store in Canada for a reasonable price. Please contact email@example.com for an estimate or quote (quotes can only be offered with exact details given).
How does it work with IKEA?
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.
If you are having issues placing your General Merchandise order, please contact our Freight Logistics Coordinator at firstname.lastname@example.org or call 613-224-1549 between Monday and Friday, 9am to 4pm (we are closed for all Stat holidays)