Our online return and exchange policy
At Jacobsons, quality, flavour and ingredients are of utmost importance to us. If for any reason you are not satisfied with your order, please contact us.
We will gladly offer a refund or exchange for non-consumable items purchased at Jacobsons within fifteen (15) days from the delivery date provided the item is unused, saleable and in its original packaging. Please note, for health and safety reasons, we cannot accept returns or exchanges of any consumable items, such as cheese products, grocery items or other perishable goods. Edible, seasonal and sale items are final sale.
Refunds are issued for the value of the returned product and must be to the credit card on which payment was processed. As we must issue refunds to the credit card on which payment was processed, we are only able to issue refunds to the purchaser (not the recipient). Jacobsons is not responsible for items lost or damaged during return shipping. Return shipping fees are the responsibility of the purchaser.
Product Quality or Freshness Concerns
If by chance a product purchased at Jacobsons is flawed, please notify us within two (2) days from the delivery date, and we will be happy to provide you with a replacement. If for some reason a replacement for the item is not in our stock at the time of return, we will gladly provide you with a like substitute or a store credit for the item’s value.
While we take great care to ensure your purchase is packed to survive the trip, damages may occur in transit. Should damages occur, we will gladly refund you for any damaged or unusable products. Please send us an email along with photos of the damaged items in the box (used to place a claim with the shipping company), and provide us with your contact details (or the purchaser should this be a gift).
Should you notice an issue with your order, please send us an email within fifteen (15) days from the delivery date. We will be happy to provide you with a replacement for any missing items or an adjustment for any inaccuracies.
Orders may be cancelled at any time prior to shipping for shelf stable items and prior to preparation for fresh food items. For custom orders, once the deposit has been taken and specialty items have been ordered, orders can no longer be cancelled. Since orders usually ship next day or sooner, please call us immediately if you need to cancel at 613-746-6002. Unfortunately, we are not able to cancel orders after they have shipped.
Refunds are issued for the value of the returned product. Should you be unsatisfied with one item in your order, a refund for the value of the returned item will be issued. In the event your entire order is being refunded, a refund for the full order amount will be issued.