FAQ
We've tried to cover everything we think you might need to know. If you have other questions, please use our online chat or our contact form. You can also call the office Monday through Friday at 1 250 931 6000. We're closed on holidays.
How does shipping work?
Shipping is calculated live in your cart at checkout. You'll also see an estimator in your cart before you get to checkout, so there are no surprises. Orders $1,000+ ship free.
Is everything always in stock?
We're doing our best to keep full inventory available. If anything in your order needs to change, we'll reach out directly. We're happy to hold your full order until everything's ready, or ship what's available now and send the rest as soon as it's back in stock, usually within two weeks.
How do I place an order online?
Online ordering is the easiest and most accurate way to get exactly what you need. You can order three ways:
- From the main menu: hover over products and tap any variant button to add a case to your cart.
- From the order form: click Order in the main navigation, then scroll through the full product list and enter the number of cases you want, or use the plus sign.
- From the product pages: visit each product page and add to cart.
How does pricing work?
Prices display at retail MSRP until you're signed in. All prices shown are per case: six units per case for 250ml jars, twelve units per case for 125ml jars, twelve units per case for 118ml hot sauce bottles, four units per case of 3 x 125ml collections. Once you're logged in, you'll see your wholesale price. You'll see the unit price in brackets on each product page.
Do I have to order online?
No. You can also email your order to orders@saltspringkitchen.com, or call us to place an order over the phone at 1 250 931 6000. Call, use the online chat, or the contact form below if you have customer service or product questions.
If you do order online, you'll get your order confirmation and a formatted PDF invoice.
How do I get updates from you?
If you're the main contact on your account and get a B2B invitation from us, you're already signed up for The Inside Scoop, our email club for partners. To add other team members, have them join The Inside Scoop directly on the site. Make sure they use the same store name as your account so we can connect them to your company.
What's the minimum order?
$300. You won't be able to check out below that. If you need to place a smaller order for a special case, contact us through the Contact Us page and we'll help you out.
Is there free shipping?
Yes. Orders of $1,000 or more ship free in Canada.
Can I order tasters?
Please request them in the notes field in your cart.
Are you still working with David Youngson & Associates (DYA)?
No. As of July 1, we're working directly with our wholesale customers. We also work with distributors who manage primarily grocery and select specialty food and foodservice accounts: Pratt's in Alberta, Lekker Foods in BC, and Custan Foods in Ontario. You're welcome to order through them as well.
How long does shipping take?
Orders usually ship within two to four business days of being placed, depending on stock. From September through December, please allow up to ten business days. We'll post any delays on the site or share them by email. Our warehouse is open and shipping orders Monday through Thursday, closed Friday and holidays.
Do you have any new products?
Yes. We've just launched Triple Pepper Jelly, Smoky Red Relish, the Everyday Sampler Collection, and Winter Duo Collections.
What if my order arrives damaged or incorrect?
Contact us and we'll make it right!
Can I change my order after I've placed it?
Yes, as long as it hasn't shipped yet. Reach us through the contact form, responding to any email from us, or by emailing orders@saltspringkitchen.com, and through our online chat.
What payment methods do you accept?
Credit cards are processed here through Shopify. If you want to pay by cheque, ETF, or e-transfer payments, contact us with any questions.
What's the shelf life of your products?
Our best-before date is 18 months from date of production. We guarantee at least 12 months remaining on that date at the time of shipping, though it's often more. Most orders arrive with somewhere between 12 and 18 months remaining.
Do you ship to retailers outside Canada?
Not currently. We ship Canada-wide.
How do I track my order?
Once your order ships, you'll receive an email with tracking information.
Who do I contact if I have questions about my account?
Use our contact form or respond to any email from us, and our team will help you.
Do you offer marketing support?
Yes. We're rolling out detailed product pages, imagery, product copy you can use in multiple situations, with staff training and tasting notes to help your team learn the products and sell them in store. Have another question? Contact us and we'll help directly.
Is tax included in the prices shown?
No. There's no tax on our products, so the price you see is the price you pay.
What's the MSRP on your products?
MSRP on our 250ml jars ranges from $13 to $15. Our 125ml jars are $8 MSRP. 118ml hot sauce bottles MSRP is $12. Collections range from $22 to $32 on the current product offering. We ask retailers to stay within a dollar of MSRP to protect brand consistency across all of our channels. You'll also find this pricing listed on each product's page.