Retail Ordering Information

Retail Ordering Information

Business Hours
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

Grocery 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
Mailing Address
5589 Trapp Avenue Burnaby BC V3N 0B2

Grocery Email Contacts
Grocery orders only
Grocery claims and refunds
General inquiries

Wellness Order Desk Contacts
Tel 604.524.9964 Toll-Free 1.800.663.6559 
Outside toll-free, please call collect
Fax 604.524.3800 Toll-Free 1.800.661.6559 
Mailing Address
5589 Trapp Avenue Burnaby BC V3N 0B2

Wellness Email Contacts
Wellness orders only
Wellness claims and refunds
General inquiries


Next Day Delivery and Shipping
Orders placed by 4:30PM Pacific Time will be 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 requests must be reported to our Claims departments ( or 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 10% restocking fee will apply. Please note that Horizon will not accept returned products with store labels or price tags affixed.

Freight Claims
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 and have the driver acknowledge it with a signature. Please notify our Claims department of any discrepancy by phone, fax or email to or 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 departments 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.

Horizon Grocery will accept enclosures from other wholesalers at a surcharge of $15 each per enclosure. No fee is charged for PSC Natural Foods or Discovery Organics enclosures. Always inform the Customer Service department about enclosures when placing your order. It is your responsibility to ensure that any enclosures are delivered to Horizon the business day before your order ships from our warehouse. Please note that Horizon does not subsidize freight on enclosures. We do not accept frozen items for enclosure.

Dry Ice
Dry ice is available free of charge to customers who pick up at our warehouse.

Out of Stock Items
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 Grocery + Wellness does not process back orders. At your request, we can let you know which items are out-of-stock.

Split Cases
As grocery items are sold by the case, Horizon offers split cases of selected products. Please refer to the handy reference at the bottom of each catalogue page, which indicates that where noted, items are S (splittable), available in half cases or the fraction noted, or E (each), sold by the single unit. There is a charge of 5% of the case price of the S (split) items ordered to cover the cost of the labour and materials expended in repacking. Please note that volume discount pricing does not apply to items ordered in split cases. Items with an E (each) beside the description can be ordered individually without a repacking charge.  Wellness items are sold by the each thus split cases do not apply.

Out of Town Calls
We are happy to offer a toll-free line. Although it is free to our customers, we do pay regular charges, so we kindly ask for the cooperation of those using the 800 line in having orders or information ready when calling.

Canadian Listings
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.

Pick-up Orders and Collect Shipments
Order Pick-up Hours: 8:30AM–4:30PM (report to Reception)

Depot Pick-ups
All customers picking up orders at freight depots will be required to show two and valid pieces of identification.

Carrier Information
Truck delivery is limited to retail stores only from 9:00AM–5:00PM weekdays. Please note that Horizon does not book delivery appointments.

Warehouse Policy Notes
Children are not allowed in our warehouses for safety reasons. All customers must stay within the designated waiting areas.


More information can be found on our Ordering Information PDF.