8:30AM–4:30PM (Pacific Time)
Horizon Grocery + Wellness is closed Saturday, Sunday and all British Columbia statutory holidays
Orders received after 4:30PM Pacific Time will be delayed to the next business day
Please contact Customer Service to request electronic copies of our catalogues.
Customer Service/Order Desk Contacts
Tel 604.524.6610 Toll-Free 1.800.663.1838
Outside toll-free, please call collect
Fax 604.524.9411 Toll-Free 1.877.219.1364
5589 Trapp Avenue Burnaby BC V3N 0B2
Next Day Shipping
Orders placed by 4:30PM Pacific Time will be picked up, delivered or shipped the next business day. Please do not leave orders in any voice mailbox.
Payment Options (New Customers)
We accept Visa and MasterCard as payment at the time of ordering by phone. Customers picking up orders can pay by Visa, MasterCard or Interac (debit card). In-house credit financing is available upon request of a credit application.
Claims and Returns
Claims requests must be reported to our Claims departments (email@example.com within two (2) business days of receipt of goods. Please quote the invoice number when making your claim and obtain approval before arranging a return. Horizon will not accept products returned to our warehouse without prior approval. Goods cannot be returned for credit after 30 days from delivery date. If returned goods are not Horizon’s responsibility, freight charges for the return are at the customer’s expense and a 15% restocking fee will apply. All returned products must arrive at Horizon in saleable condition. Please note that Horizon will not accept returned products with store labels or price tags affixed. Horizon does not guarantee sales.
When receiving your order from a carrier, please check for damages and count the pieces. For the purpose of freight claims, you must note any discrepancy (e.g. missing pieces, damaged goods, thawed frozen products) on the carrier’s bill of lading or tablet and have the driver acknowledge it with a signature. Please notify our Claims department of any discrepancy by phone, fax or email to firstname.lastname@example.org within two business days of receipt of goods. Ice cream and frozen novelties are shipped at consignee’s risk beyond prepaid points. Hidden damage must be reported by phone, fax or email to Horizon’s Claims department and the freight company within 24 hours of receipt of goods (including weekends). Horizon cannot make a freight claim on your behalf for freight-related problems that have been accepted as delivered without notation of shorts and damages on the bill of lading.
Horizon will do our utmost to hold prices from catalogue to catalogue, but all prices are subject to change without notice. This is especially true during times of volatile currency exchange rates and changing tariffs. We will fill orders regardless of price changes unless notified otherwise.
Freight charges will be applied to Salt Lamps shipped to Saskatchewan, Manitoba and Yukon.
Dry ice is available free of charge to customers who pick up at our warehouse.
Horizon is proud of our fill-rate but, nevertheless, out-of-stocks do happen. They are mostly due to supplier shorts when products are temporarily unavailable due to production delays. Please re-order out-of-stock items as Horizon does not process back orders. At your request, we can let you know which items are out-of-stock.
In Horizon publications, “Canadian” refers to the origin of the company and does not serve as a guarantee that its listed products are manufactured and/or packaged in Canada.
Warehouse Pick-up and Collect Shipments
Horizon Order Guidelines
- Order pick-up hours 8:30AM–4:30PM
- $400.00 minimum
- Reception, 5589 Trapp Avenue, Burnaby, BC
Warehouse Policy Notes
Children are not allowed in our warehouses for safety reasons. All customers must stay within the designated waiting areas.
All customers picking up orders at freight depots will be required to show two (2) current, valid pieces of identification. Daily storage charges will be applied for orders not picked up within 48 hours of arrival at the freight depot.
Orders defined as DRY REPACK under 300 pounds will be shipped via courier direct to residential addresses. Orders defined as GROCERY DRY/CHILL/FROZEN over 300 pounds will be shipped via common carrier to the nearest freight depot as freight companies do not deliver in residential areas. Prepaid orders will be shipped with the carrier of our choice.
More information can be found in our Ordering Information for Buying Clubs PDF