Frequently Asked Questions

Delivery

Do I have to be home to accept my delivery?

You do not have to be home to accept your delivery, the dry ice will keep your package frozen until you get home! If you live in a house, your package will be left at the door. If your shipping address has a controlled entrance, it is your responsibility to provide a buzzer code for entry, and/or inform your concierge of the delivery. If for whatever reason, the driver can't gain access to complete the delivery, you will receive a notice and the driver will re-attempt delivery the following day and/or the package will be held for pick-up should you choose to pick it up that evening.

What happens if I am not home?

If you are not home to accept the delivery, the package will be left at your front door or with your concierge. If for whatever reason, the driver can't gain access to complete the delivery, you will receive a notice and the driver will re-attempt delivery the following day and/or the package will be held for pick-up should you choose to pick it up that evening.

How long will the box stay frozen for?

The package will stay frozen for up to 3 days in transit, depending on what conditions the box is held in. We usually recommend that you unpack the box and place the contents in the freezer as soon as you get the chance!

Shipping days?

We ship out on Mondays, Tuesdays, Wednesdays, and Thursdays to arrive within 1-2 days depending on your location and assigned third-party courier! 

Delivery window / time of day?

If your shipping address is a commercial/business address, your delivery will occur between 9am-5pm. If your shipping address is a residential address, your delivery will occur between 8am-8pm.

Will I receive a tracking number?

Yes! You will receive a tracking number once your order has been picked-up from us.

Is the packaging recyclable?

Yes! Our packaging is curb-side recyclable. Our packaging consists of a cardboard outer box, paper insulation, and a recyclable (in Alberta and BC) or compostable (in Ontario) bag to keep your box from getting soggy during transit.

How do I check if you ship to me?

You can type your postal code into the "Order Now" page on the website, and it will automatically check to see if you are in our delivery range.

Can I ship to my work? Gym? Etc.

Yes, absolutely! You can type your postal code into the "Order Now" page on the website, and it will automatically check to see if you are in our delivery range. Just be sure to leave any special shipping instructions, including a buzzer code or business name.

What If I live in an apartment building?

If your shipping address has a controlled entrance, it is your responsibility to provide a buzzer code for entry, and/or inform your concierge of the delivery. If for whatever reason, the driver can't gain access to complete the delivery, you will receive a notice and the driver will re-attempt delivery the following day and/or the package will be held for pick-up should you choose to pick it up that evening. If your shipping address has a controlled entrance that isn't easily accessible for delivery/ if you know that you have had trouble receiving packages in the past, please feel free to ship the package to your workplace, gym, or even a friend or relative's house!

How do I properly dispose of the dry ice?

Despite how interesting dry ice can be, please 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 carefully picking up the baggie at the top, and place the remaining dry ice outside to dissipate. The contents of your box will be quite cold due to proximity – we recommend using an oven mitt or a glove to unpack your box.

My order has shipped, can I make a change?

Once your order has been picked-up by a third party courier and shipped out, no changes, re-routes, or returns can be made. You will receive a reminder email 48 hours before your order renews, and it is your responsibility to make any necessary changes before your order is billed through, before it leaves our facility. 

General

Where are you based out of?

We operate locally out of Ontario, Alberta, and British Columbia.

What are your hours of operation?

We are available from 9:30am-6:30pm EST Monday- Friday. For any inquiries outside of those hours, please feel free to email us! We always do our best to respond to emails during the evenings and weekends, so if you don't catch us on the phone, you definitely will through email!

Where do you ship to?

We operate locally out of Ontario, Alberta, and British Columbia and ship to most postal codes within those three provinces. We also ship nationwide from Ontario to most postal codes in Manitoba, Saskatchewan, Nova Scotia, Quebec, Newfoundland, PEI, and New Brunswick! To check to see if we can ship to you, feel free to enter your postal code into the "Order Now" page!

Do you have a pick-up location?

We don't have a physical retail store location. All of our orders are placed online through our website, and we ship straight to you!

It says you don't deliver to my area?

When an error occurs with a postal code, it’s because of one of two things: 1. The courier can’t guarantee a timely delivery. 2. Dry ice is considered a dangerous good, and the delivery area doesn’t accept/handle packages with dry ice.

How does it work?

You choose your box size, choose how often you would like it delivered, and fully customize the contents of your box! All of our orders are placed online through our website, and we ship straight to you!

How much does it cost? Where can I see the prices?

We have two different box sizes, a small for $125 and a regular for $249. You can customize your box by clicking the green "Order Now" button on the top right corner. Don’t worry, clicking that button doesn’t mean that you are committing to placing an order, but it will allow you customize a box and see the process!

How often do you recommend we get it?

We usually suggest that you start with a regular box- once a month and adjust the frequency as needed. It's tough to say exactly which box size and frequency will work for you, every individual and family is different! There are many factors to consider including how many people you are feeding, how often you are eating at home, how many meals a day contain meat, what cuts you're eating, and even how often you entertain guests!

Where can I get a sample?

Our small sized box is a great box to sample. You can always place an order for a small or regular sized box, and click Cancel My Subscription" right after

What are your prices comparable to?

Our prices are comparable to your higher end grocers, with the added convenience of home delivery plus the local factor!

How much meat comes in a box?

The small box comes with up to 18 portions of meat, and the regular box comes with up to 40 portions of meat.

Is there a minimum order?

No! There are no minimum orders. We have two different box sizes, a small for $125 and a regular for $249. You can pause, skip, order a one-off box, or cancel at any time with no commitment or contracts!

What are the points for?

The small box has 9 points to play with and the regular box has 20 points to play with! Each cut is represented by a different point value, so you can customize your box to fit your lifestyle!

My Account

How do I skip a box?

Yes, absolutely! You can skip your next box online through your account!

Can I customize my next billing date?

Yes, absolutely! You can adjust your next billing date online through your account.

How do I cancel my subscription?

To cancel your subscription, just log in through “My Account”, click on “Update Shipping Info” on the left-hand side. Then scroll down and on the right-hand side and you’ll see “Manage Subscription”. Once you've clicked into "Manage Subscription", you’ll see a red “Cancel Subscription” button.

Is there a cancellation fee?

There are no penalties or fees for cancelling!

How do I order a one-off box?

To order a one-off box, first place your order by clicking "Order Now" and following the steps. Once your box has been received, you can simply cancel the subscription to stop it from automatically renewing. To cancel your subscription, just log in through “My Account”, click on “Update Shipping Info” on the left-hand side. Then scroll down and on the right-hand side and you’ll see “Manage Subscription”. Once you've clicked into "Manage Subscription", you’ll see a red “Cancel Subscription” button.

Can I change the contents of my box each month?

Yes, absolutely! You can switch your contents up each time! Just be sure to edit your contents in between receiving your box, and your next scheduled billing date!

When do I need to change my contents by?

Just be sure to edit your contents in between receiving your box, and your next scheduled billing date! You can check your next scheduled billing date online on your account.

When do I need to skip my order by?

Just be sure to make any changes to your next box, at least 24-48 hours before your next scheduled billing date! You can check your next scheduled billing date online on your account, and you will also receive a reminder email 48 hours prior to your billing date.

Where can I see my next scheduled billing date & shipping date?

You can check your next scheduled billing & shipping date online on your account, under "My Account".

How can I get my order sooner than scheduled?

To generate an invoice immediately, you can click My Account" then "Get My Box Now".

Help! I forgot about my order and it has been billed!

It is your responsibility to check your account for upcoming billing dates, and to check your emails for a reminder email before your order is scheduled to be billed! You will receive a reminder email 48 hours before your order is scheduled to renew. You can make any necessary changes to your order or subscription before your order has been billed through.

How do I switch my frequency?

You can switch your frequency online through your account!

How do I switch my box size?

You can switch your box size online through your account!

Can I adjust my delivery by a few days or weeks if I won’t be home/will be away?

Yes, absolutely! You can adjust your next billing date online through your account.

Can I put my order on hold for a few months?

Yes, absolutely! You can put your orders on hold for as long as needed. You can do this through your account online.

How can I change my shipping address?

To change your shipping address, you can login to your account and click My Account" then "Update Shipping Info".

Where do I find my referral code? What does my referral code get me?

Each customer has their own customer referral code, you can find this code under "My Account" then "Referrals"-- you can share your personal code with friends and family members. Every time a new truLOCAL customer signs up with your unique invite code, they’ll get a monetary credit applied to their first box – and you’ll get one too! If your referral orders a REGULAR box, valued at $249, they’ll receive $20 off their first order – and you’ll receive a credit of $35 to apply to your next box. If your referral orders a SMALL box, valued at $125, they’ll receive $10 off their first order – and you’ll get a $15 credit to apply to your subscription, that you can redeem before your next box is billed. There’s no limit on how many people can use your invite code. You can check and see if you have any referral credits available to redeem, on your account under "Referrals". 

Where do I enter a referral code?

A referral code can be entered on the checkout page when ordering a small or regular size subscription box.

Referral codes do not apply to one-off, promotional, bulk, or holiday boxes.

Where do I enter my promo code?

A promo code can be entered on the checkout page when ordering a small or regular size subscription box.

Promo codes do not apply to one-off, promotional, bulk, or holiday boxes.

Can I combine multiple promo codes and referral codes to my first box?

If you have more than one code handy, you can choose whichever one you would like to redeem upon checkout! Promo codes and referral codes cannot be combined.

Promo codes are only valid with small or regular subscription boxes, and cannot be combined with any one-off, promotional, bulk, or holiday boxes.

Products

Is it Organic?

We do offer a few Pro-Cert Organic products, not all of our products are Certified Organic, we chose not to go that route for the time being. Once there is one standard government definition of “organic” that all third party certification companies agree upon, it’s something we will absolutely look into in the future! For now, we are focusing on the local & convenience factor. With the exception of some of our MSC Certified fish, our products are local to Ontario, Alberta, and British Columbia. If you are in Ontario, all of our meat is local to Ontario. If you are in Alberta, all of our meat is local to Alberta. If you are in British Columbia, all of our meat is local to British Columbia. Our products are antibiotic free and have no added hormones, like other meat.

What are the animals fed?

We offer both grass fed & corn finished beef, grass fed & grass finished beef, grain fed chicken, grass fed chicken, vegetable fed pork, grass fed lamb & buffalo and wild-caught fish!

Where can I find the portion sizes?

If you click the “Learn More” button on each product when building a box— a pop up will come up with a description, weights, nutritional info, ingredients, and some cooking tips!

Where can I find the ingredients?

If you click the “Learn More” button on each product when building a box— a pop up will come up with a description, weights, nutritional info, ingredients, and some cooking tips!

Where can I find nutritional info?

If you click the “Learn More” button on each product when building a box— a pop up will come up with a description, weights, nutritional info, ingredients, and some cooking tips!

How many products come vac-packed per package?

Most of our products are individually packaged where possible! Some smaller cuts work best to package together, i.e. breakfast sausages, shrimp, lamb chops, etc.

How often do you introduce new products?

The products listed on the website are the products we currently have available to add to your box! We are working on introducing new products each month as we grow! Believe it or not, we started with just ground beef, chicken and steak! We keep track of all the requests that come in, so definitely be sure to let us know if there is anything you would love to see added!

Which farms & suppliers do you partner with?

Feel free to check out the suppliers we work with on our supplier page

What grade are the steaks/beef?

The grade varies based on supplier and cut, feel free to click the "Learn More" button on each product to find more details!

Are the chicken in cages?

The chickens are raised cage-free, with plenty of space to roam and do what chickens do best!

Are your animals fed non GMO feed?

The products from Heritage Cattle Co, Artisan Farms, Spragg's, Hidden Roots Farm, and Farmcrest are 100% non-GMO.

What does no “ADDED” hormones mean?

All animals have naturally occurring hormones in them. "Raised without the use of added hormones" means that no additional hormones or growth promotants have ever been given to the animal.

What does "antibiotic free" mean?

All meat in Canada is "antibiotic free". By law, all meat is required to go through a withdrawal period before it can be processed for consumption. So as long as you're shopping for Canadian products, you can feel good about what you're eating! There is a difference between "antibiotic free" products and products that are "raised without antibiotics". "Raised without antibiotics" means that the animals have never been given any antibiotics throughout the course of their lives. Be sure to check out some of our awesome suppliers offering RWA products! www.trulocal.ca/our-suppliers

Do the products stay the same or change?

The products listed on the website are the products we currently have available to add to your box! We are working on introducing new products each month as we grow! Believe it or not, we started with just ground beef, chicken and steak! We keep track of all the requests that come in, so definitely be sure to let us know if there is anything you would love to see added!