Frequently Asked Questions about Heart Smart Foods
Q. How do I open an account?
A. Go to the “Retail Partners” link at the top of the home page and click on the “Apply Today” button. Fill out and sign the online form and hit submit!
Q. How do I submit orders?
A. After your account is set up, you can submit orders in a number of ways: email, fax, phone or by using our online order form. Go to “Placing an Order” on the “Retail Partners” page and you will see full instructions for each method.
Q. What are your order minimums for free shipping?
A. Shipping minimums vary depending on a number of factors including whether your location is on a main transport route or off-line. For most locations we offer partial shipping discounts when free shipping minimums are difficult to reach. We cover shipping costs up to a certain percentage of your order value. Any difference is payable by the customer. Please contact our order desk at 780 466 4515 for details.
Q. Do you cover accessorial charges?
A. Accessorial charges (e.g. power tailgate, inside delivery, mall delivery, residential delivery, etc.) are not included in free shipping.
Q. How do I get a catalogue / price list?
A. Once your account is set up, we will send you an updated catalogue / price list every month.
Q. How do I find out about promotions or special deals?
A. Once your account is set up, we will send you Monthly Specials (vendor promotions and heavily discounted items, including clearance items) as well as booking sheets for new products (including introductory discounts).
Q. Can I pick up my order from your warehouse?
A. Yes, you can, but please give us at least 24 hours notice.
Q. I’m a vendor and would like to present a product to you. What should I do?
A. Go to the “Suppliers and Vendors” link at the top of the home page and follow the instructions to tell us about your product(s).
Q. What kind of products do you carry?
A. We carry approximately 70 different brands (1000+ skus) of shelf stable health and specialty foods. Everything we carry has a health qualifier, such as gluten free, organic, non-gmo, sugar free, paleo, vegan, low salt, keto, raw, allergen friendly, etc. We have a large selection of products that cater to food sensitivities, allergies and dietary needs.
Q. Where do you ship to?
A. We ship anywhere in Canada, however, our primary market is the 4 Western provinces.
Q. How long has Heart Smart Foods been in business?
A. Heart Smart Foods has been in business for 32 years.
Q. Where do you source your products from?
A. Although we source our products from all over the world, we are also proud to support local businesses and offer a great selection of Canadian brands, many of which are best sellers! For our international suppliers, we ensure that ethical, fair trade and eco-friendly practices are employed.
Q. How do I claim for missing or damaged product?
A. If there is damaged or missing product on delivery, this must be clearly written on the waybill at the time your order is delivered (both your copy and the carrier’s copy), signed by you and the driver, and forwarded to us within 2 days of delivery. You must fax or email a copy of the signed waybill indicating missing or damaged product, and provide pictures of any damage. Details of missing or damaged product must be emailed to the order desk. If there is no waybill you must have the driver sign that the delivery was either short or damaged, as appropriate, and forward this to us with your claim. Otherwise you must claim directly with the carrier. We cannot accept missing or damaged claims more than 48 hours after delivery.
Q. Do you have a retail store front?
A. No, we are a wholesale distributor.
Q. What are your hours of operation?
A. We are open Monday to Friday, 8:30 am to 4:30 pm. We are not open on weekends or statutory holidays. We are closed between Christmas and New Year.