Return & Refund Policy

(Canada & United States)

We are committed to producing high-quality products made with real ingredients. Due to the nature of food products and applicable food safety regulations in Canada and the United States, our return policy is designed to both protect our customers and adhere to the law while maintaining a high level of service.

If you have any questions, please contact us at info@willsfood.ca.

Retail Consumer Orders

Food Products (Sauces, Condiments, Bases, etc.)

All food products are final sale.

For food safety and quality assurance reasons, we do not accept returns or exchanges on any edible products once they have left our facility. This policy applies in both Canada and the United States, regardless of whether the product is opened or unopened.

This includes:

  • Sauces, oils, vinaigrettes, soup bases, cubes, and other edible items
  • Products purchased individually or as part of a bundle

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us at info@willsfood.ca within 7 days of delivery and include:

  • Your order number
  • Clear photos of the damaged product and packaging, or the incorrect item received

This information helps us assess shipping issues and improve quality control with our fulfillment partners.

Once verified, we will issue a replacement or refund, depending on availability and your preference.

Shipping Delays

Orders are shipped using third-party carriers. While most shipments arrive within the estimated delivery window, delays can occur due to carrier issues beyond our control.

If your order has not arrived 14 days after shipment, please:

  1. Contact the carrier directly using your tracking number
  2. Open a service request with the carrier, if applicable
  3. Forward the carrier’s response to info@willsfood.ca

If the issue cannot be resolved within a reasonable timeframe, we will work with you to provide a replacement or alternative solution.

Lost Packages

If tracking shows your order as delivered but you have not received it, please:

  • Check with neighbors or building management
  • Contact the carrier directly to confirm delivery details

If the package remains missing after 3 business days, contact us with your order number and any carrier updates. We will assist in resolving the issue.

Please note: we are not responsible for lost packages due to incorrect or incomplete shipping addresses provided at checkout.

Address Accuracy

Customers are responsible for providing accurate shipping information. Delays or losses caused by incorrect addresses may not be eligible for replacement or refund.

If we detect an address issue prior to shipment, we may contact you for verification—please check your email to avoid delays.

Wholesale & Foodservice Orders

Orders Placed Through Distributors

Most wholesale and foodservice orders are fulfilled through authorized distributors. All returns, credits, shortages, and damage claims for distributor-fulfilled orders must be handled directly through the distributor, in accordance with their policies and timelines.

This includes, but is not limited to:

  • Damaged goods
  • Short shipments
  • Incorrect items
  • Delivery delays

We are unable to issue refunds or credits directly for distributor-fulfilled orders.

Direct Wholesale Orders

For wholesale orders placed directly with us (outside of a distributor relationship):

  • Food products are final sale
  • Claims for damage, shortages, or errors must be reported within 48 hours of delivery
  • Claims must include photos and the original invoice or purchase order number

Approved claims may result in a replacement, credit, or other resolution at our discretion.

Storage & Handling Responsibility

Once delivery is accepted, the customer assumes responsibility for:

  • Proper storage
  • Temperature control
  • Handling in accordance with food safety guidelines

We are not responsible for product quality issues resulting from improper storage, handling, or use after delivery.