FAQ

Question
What is truLOCAL?
Answer

truLOCAL is here to make shopping for clean, locally sourced products a whole lot easier. We work with some of Ontario’s best suppliers to give you easy access to these sorts of products by offering convenient deliveries right to your door.

Question
How do I subscribe?
Answer

That’s easy, just click on “Get Started” and once you have created a profile, you will be able to place your first order! First choose what size box you want, and then choose how often you would like your box delivered. From there, you will be able to fully customize your box. Once you are happy with your order, sit back, relax and your box is on its way!

Question
Am I locked in?
Answer

Not at all! You can cancel your order at anytime before your shipping date.

Question
Can we customize our box?
Answer

Absolutely, our boxes are fully customizable! We allow you to customize your box based on points. First choose your box size - our small box has 9 points and our regular box has 20 points. All of our products are represented by a point value, so all you have to do is fill up your box with different products until you run out of points.

Question
Can I change my box every month?
Answer

Yes, you can change what comes in your box every month to suit your needs! Just go to your account to make changes or please feel free to email us at info@trulocal.ca if you need any help adjusting your subscription!

Question
Why does my membership automatically renew?
Answer

truLOCAL is a subscription service that automatically renews every cycle. We want to make sure you guys never get stuck without any truLOCAL products on hand! We try to make this apparent on the site and throughout the order process but sometimes it gets missed. You can log into your account to cancel at anytime before your shipping date or please feel free to email us at info@trulocal.ca if you need any help adjusting your subscription!

Question
What happens if I cancel my order after the shipping date?
Answer

If you cancel your order after the shipping date, you will be charged for that box and all further orders will be cancelled.

Question
What is truLOCAL delivery area and how much will it cost?
Answer

We ship anywhere in Ontario and shipping with truLOCAL is free with your subscription. There are no extra fees, just what you see at checkout!

Question
When will I receive my order?
Answer

We ship orders on Mondays, Tuesdays and Wednesdays. Our delivery time is typically one day, so if you order on a Monday you should receive your package on Tuesday. If you order after Thursday, you will receive your package the following Monday.

Question
What if I am not home?
Answer

truLOCAL is all based around convenience, which means you don’t have to be home to receive your order! We get as much details from you for shipping instructions as possible so that we can confidently leave packages at your doorstep or with a concierge. If you are not home during the time your box is dropped off, don’t stress. Because we use EPS insulated coolers and dry ice, your order will stay frozen until you get home. Our boxes are meant to keep your product frozen until the end of the delivery day, so if for whatever reason we are unable to leave your box at the door or with your concierge, it is your responsibility to pick up your package from the depot by the end of the day.

Question
Can you deliver to apartments?
Answer

Absolutely, just be sure to specify your buzzer number and we can leave your order with your concierge. Please note that not all concierges accept deliveries and it is your responsibility to make sure the concierge is aware. Our boxes are meant to keep your product frozen until the end of the delivery day, so if for whatever reason we are unable to leave your box at the door or with your concierge, it is your responsibility to pick up your package from the depot by the end of the day.

Question
Can you deliver my package to my concierge?
Answer

Yes! However please note that not all concierges accept deliveries and it is your responsibility to make sure the concierge is aware. Our boxes are meant to keep your product frozen until the end of the delivery day, so if for whatever reason we are unable to leave your box at the door or with your concierge, it is your responsibility to pick up your package from the depot by the end of the day.

Question
What if I live in an apartment without a concierge?
Answer

In that case, be sure to leave your buzzer code and special delivery instructions to leave the package at your door. Our boxes are meant to keep your product frozen until the end of the delivery day, so if for whatever reason we are unable to leave your box at the door or with your concierge, it is your responsibility to pick up your package from the depot by the end of the day.

Question
Can you deliver to my office?
Answer

Yes we can! Because our products stay frozen inside our refrigerated coolers, you have time to bring it home from the office without having to worry about finding a freezer to keep it in.

Question
How do you ship frozen meat?
Answer

We want to ensure your meat products stay frozen from the time they leave our facility to the time they reach your home. In order to do this, we use dry ice; along with our high quality EPS insulated coolers to keep your products frozen during delivery. Dry ice is safe when handled correctly. Always be cautious and read the warning labels when disposing.

Question
Are your products organic?
Answer

We don’t use any organic certifications. Our chicken is antibiotic free and free-run, it is also air-chilled, coming from South Western Ontario. Our beef, coming from just North of Kitchener, is antibiotic free and has no added hormones. Our antibiotic free pork is from Haldiman County and like all pork and chicken in Canada, has no added hormones. We also offer fish that is MSC certified, which includes our Alaskan salmon and Icelandic cod, that are sustainably wild-caught, using hook and line.

Question
Can I recycle the packaging?
Answer

Yes! Our packages are fully recyclable so feel free to re-use the cooler for a picnic or beach day, or simply break it down and put it in the recycling.

Question
How long will my food stay cold?
Answer

Our coolers are meant to keep your products frozen until the end of your delivery day! We recommend putting the contents in your freezer as soon as you get home.

Question
Can I get my order fresh instead of frozen?
Answer

In order to make sure we always deliver on our promise of great quality, all of our products are delivered frozen and vacuum sealed. We fresh freeze all of our products so that when you thaw them, they are as fresh as the day they were packaged! Vacuum sealing and blast freezing our products in small quantities allows us to maintain the quality you expect from our products.

Question
How do I handle dry ice?
Answer

Despite how interesting dry ice is, always be sure to handle it with care. Usually the dry ice will have dissipated by the time you receive your package, but if there is any remaining simply remove it by picking up the baggie, and place the remaining dry ice outside. Because dry ice is so cold, do not put dry ice down drains and do not touch dry ice directly.