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Customer Service

 

Shipping & Delivery

Orders are packed and shipped Monday to Friday. Orders placed on weekends or holidays, will be processed within 2 business days. We aim to have your order processed and shipped within 2 business days from the order confirmation date.

Orders are shipped using Purolator or Canada Post Xpress Post. The rate is based on weight and box dimensions. The customer is responsible for the cost of shipment. The final rate includes all taxes. All orders are FOB Collingwood, Ontario.

Purchasers have the option to use their own shipping account or pick up orders.  Please select the appropriate option during check-out and provide the information requested (courier name, account number).

It is the sole responsibility of the purchaser to ensure all necessary details are included for shipping.  This includes, but is not limited to, the correct shipping address, street number, postal code, phone number and contact name. If you would like to request special delivery directions (example: service door, leave on step) please advise us prior to shipment so we may alert the driver. Please note that Purolator cannot deliver to a PO Box.


Privacy & Security

Freeborn & Associates Inc. is committed to safeguarding the personal information entrusted to us by our clients (anyone we transact business with). We manage your personal information in accordance with Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable laws.  This policy outlines the principles and practices we follow in protecting your personal information.

This policy applies to Freeborn & Associates Inc. and to any person providing services on our behalf. A copy of this policy is provided to any client on request.

You can find our Privacy Policy at https://foodsafetymarket.com/privacy-policy

In addition to PIPEDA, we are compliant with Europe's GDPR legislation.  Upon your request we can anonymize your data.  We cannot delete transactions, as this would not be permitted by tax agencies, but we can remove reference to the purchaser.  Once this is done we cannot reverse it, meaning you will not be able to recover the transaction history from the FoodSafetyMarket.com.


Returns & Replacements

Typically all sales are final however, we want you to be completely happy with your order. If you are not completely satisfied, please contact us within 14 business days from the shipment date.

It is the customers’ responsibility to arrange and pay for all returns. We advise you retain a tracking number as we are not responsible for lost parcels. Returns will not be accepted unless they have been authorized by our customer service representative. Once the items have been received by us, we will issue a refund.

Report any damaged items by phone or email within 30 days of the shipped date. Please provide your invoice number. We will gladly send out a replacement at no cost. 

Any refunds will be processed on the original credit card used for the purchase.

All refunds will be confirmed via email. Please allow up to 30 days for refunds to be processed.

Sales are final for virtual products, such as online training enrollment keys.


Ordering

All orders must be placed using our online store (FoodSafetyMarket.com). You will receive confirmation of the order, including a reference number as soon as the order is processed. 

If you have any concerns about your order, please contact us and have your reference number on hand.

Sale items and Promotional items are final sale items and do not qualify for a refund or exchange.


Payment 

We accept Visa, MasterCard and American Express and PayPal.

Your credit card will be charged upon check-out of the online store (FoodSafetyMarket).

The charge to your credit card or PayPal account includes all applicable taxes calculated at the time you place your order. Those tax amounts appear on your invoice.

The taxes we charge on merchandise are based on provincial/territorial tax rates. The tax for an order depends on the delivery province or territory.

Tax is also applied to the shipping and handling charges.

If you return an item for a refund, that refund includes the taxes you paid for the item. There is no refund for taxes paid on shipping and handling, because shipping and handling charges are non-refundable as soon as an item has been shipped.

Tax-exempt purchases: If you're making a purchase for a tax-exempt organization or you're an individual who qualifies for a tax exemption, contact us.

To ensure compliance with tax laws, we must receive completed forms and verify some information before a purchase can be placed without tax.

All items are listed in Canadian currency. Prices are subject to change without notice.


Viewing Orders

You can view all past orders by logging into your account and viewing the "My Orders" link.  

Click on the order to view the details including the invoice associated with the order.


Updating Account Information

You can update your account information, including your first and last name, and your email address by logging into your account and clicking the link "Account Information".

You can add, remove or edit billing and delivery addresses by logging into your account and selecting the "Address Book" link.  

It is the responsibility of the customer to ensure we have the correct information.