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

Please contact Customer Service to request electronic copies of our Grocery + Wellness catalogues.

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

Next Day Delivery and 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 ( 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.

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 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 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 
Freight charges will be applied to Salt Lamps shipped to Saskatchewan, Manitoba and Yukon.

Horizon Grocery will accept enclosures from other wholesalers at a surcharge of $20 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 does our best to maintain industry-leading fill rates. We provide detailed out-of-stock information by item on invoices including updated estimated time of arrival (ETA). Please reorder 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.

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

Horizon Grocery + Wellness Order Guidelines

  • Order pick-up hours 8:30AM–4:30PM
  • $300.00 minimum
  • Reception, 5589 Trapp Avenue, Burnaby, BC

Depot Pick-ups
All customers picking up orders at freight depots will be required to show two valid pieces of identification.  Daily storage charges will be applied for orders not picked up within 48 hours of arrival at the freight depot.

Carrier Information
Orders defined as DRY REPACK under 300 pounds will be shipped via courier.  Orders defined as GROCERY dry/chill/frozen over 300 pounds will be shipped via Horizon Delivery Truck or a common carrier.  Truck delivery is limited to retail stores only from 9:00AM to 5:00PM on weekdays.  Please note that Horizon does not book delivery appointments. Orders will be made available at the nearest freight depot for those communities without scheduled delivery service. Prepaid orders will be shipped with the carrier of our choice. Residential freight deliveries are subject to additional charges at the freight company’s discretion. These charges are the responsibility of the customer.  Contact Customer Service to request electronic copies of our catalogues, qualify for ordering and receive your online ordering access code before visiting Horizon Online to place your order. See our Ordering Information PDF for information regarding conditions where freight subsidies and/or free delivery may apply

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