Frequently Asked Questions
Shopping
We have 2 service models - Online and In-Store.
ONLINE: We offer a full-service ONLINE model, meaning, you order ONLINE and we do all the shopping for you! You can either bring your containers for us to fill (Concierge Refill), or we will use a mix of paper bags and deposit jars. When your order is ready, simply collect it in store, or select curbside pickup and we will bring your order to your car. There is a $5 packaging fee for this service.
IN-STORE: Come on in and shop in-store! We would love to see you!
Refill your own containers!
You can bring your own personal containers into the store for refill. Containers need to be CLEAN and DRY before refilling. They can be weighed when your arrive at our tare stations. Of course, we still offer deposit jars, compostable paper bags, and free sanitized jars when available. You can then return the free or deposit jar back to us. Reusing at its best!
How does online ordering work?
Order online. Write “Concierge Refill” in Notes if you want this option.
Pay at check-out.
Receive an order confirmation via email.
If bringing your own containers, drop them off (clean & dry) in a box/bag with your name clearly labeled.
We pack your order.
Receive an email or text when your order is ready for pickup.
Pickup your order in store or requested curbside.
What do you put our food and cleaning products in?
If you aren’t dropping off your own containers for your online order, we will use either new sanitized deposit jars or compostable paper bags to fill your order.
How much are deposit jars?
Our deposit jars are $2.00 each ($4.00 for 1.9L). Once we know how many jars have been used to fill your order, a deposit fee will be invoiced to you. Each jar deposit will be given back when you return the jar. Lids are required for return of your deposit (jars aren’t quite as useful without them!).
As a side note: the jars are meant to be brought back so we can reuse them; however, we have noticed that most people are keeping them. :) They are nice jars, but please bring them back, so we have enough jars to fill future orders. If you would like to purchase the jars, just let us know and we can make that happen!
Why compostable paper bags?
We know this isn’t an ideal zero waste option, but as an option for those who didn’t bring containers, or do not want a jar, we feel this is the best choice. We have chosen Bulldog post-consumer recycled paper. Your compost will love the paper additive.
In what units do we purchase a dry food, such as nutritional yeast, in?
We sell bulk dry food in units of 100 grams. You will see the price on the right hand side stated in $ per 100 grams. So if you order 3 units of nutritional yeast, you are purchasing 300 grams. The price and quantity will calculate when you go to check out.
We are working on providing more information on the ‘standard’ size of each item sold; however, we have a lot of items to get through, so please be patient with us. In the meantime feel free to call us and we will help you gauge how many grams you want of a certain item.
How long is the wait time?
We offer 24 hour turnaround, but can often do it quicker if we are not busy. We will email or text you when your order is ready. Thank-you for your understanding, as things shift daily for us based on staffing and order levels.
Can I pay with cash?
Yes, we accept cash, credit and debit cards in-store. Online orders can be paid for by credit card.
Why does it say ZIP CODE when I’m entering my credit card information?
Well….we have the same question for Weebly who hosts our online store. The good news is, all you have to do is put in your postal code where it says Zip Code and it works! Make sure that you are providing the postal code that matches your banking information.
Do you offer delivery?
If you need delivery, please reach out to us via phone or email.
Do you have gift certificates?
Yes, we do! You can purchase online gift certificates. We really appreciate the support!
What happens if I forgot my jars when shopping or didn’t bring enough?
Free Jar Exchange Program: We usually have a few free sanitized jars in the store if needed. We rely on donations of clean, label free, wide mouth jars with lids. You can bring them inside the store and place in our “jar donation” totes. If your jars do not match the criteria, please bring them to the recycling depot.
Criteria for donation jars are:
Clean
Lids that fit
Label Free
Wide Mouth
What is your return policy?
If you are unsatisfied with a product, you may return it within 30 days to receive a full refund, and up to 90 days for a store credit. We ask that you provide an electronic receipt. However, if you do not have a receipt or paid cash, we will look up the invoice via the card used to pay, or by the date and time you made the purchase.
Certain exceptions apply:
No used health or beauty items can be return unless the product is faulty in some way.
Food is not eligible for return unless it was sold in an unsatisfactory state and returned within 10 days of purchase.
For defective merchandise, we have the option to replace, repair or refund an item. (This will be determined by which manufacturer we are dealing with.)
We have the right to use our discretion if an item has been improperly used resulting in damage.
Have a question that isn’t answered here?
Please feel free to reach out to our team with any questions you have. Phone us (250-871-6600) during business hours or email us (localrefillery@gmail.com).