Frequently Asked Questions
* What currency
are your prices in?
All prices are in Canadian Dollars. Residents of the United States can use our
Currency Converter link at the
bottom of the page to check current daily exchange rates. Your bank, who issued your credit card,
will determine your exact exchange rate and you will see that reflected on your
credit card statement.
* Do you have a retail store or showroom that I can visit?
No. City Chef is an online store only. Our office/warehouse is based in Richmond, BC. All purchases are made through our web site or by phone. You are welcome to pick-up orders from our warehouse but please call us before you place your order to arrange a pick-up time.
* What forms of payment are accepted for online purchases?
We accept Visa, MasterCard, American Express & PayPal.
*I am having trouble adding items to my shopping cart. I add items but when I go to my shopping cart it says "Cart is Empty"
* I noticed "Call me for Payment" as a payment option. How does this work?
This allows you to place an order without submitting your credit card information online. After your order is submitted a customer service person will call so you can provide payment details over the phone.
*When is my credit card charged?
Your credit card will be charged when your order is ready to be shipped.
* Is the credit card information I submit secure?
Absolutely. Every step of the Citychef.ca online ordering process that requests
credit card information employs Secure Socket Layer (SSL) encryption. SSL renders
information unreadable should anyone attempt to intercept it. Please see our
Privacy & Security policy for more information
or click the Geo Trust logo below for Authentic Secure
* How do I know if something I purchased is on back order?
If the item is on back order, we will notify you by email when it will be available
for shipment. If an item becomes permanently out of stock after you have made
your purchase, we will notify you immediately and issue a full refund.
* How can I check the status of an order online?
We will send you shipping confirmation and tracking information once your order
has been shipped. If you are a registered member you can also check your order
history or modify your profile from the Customer
Service page. Please remember to Sign In to access your information.
* How is sales tax calculated?
Sales tax is calculated based on the orders shipping address.
As of July 1, 2010 the sales tax applied to the following Canadian Provinces and Territories are: BC HST 12%, ON & NB HST 13%, PE HST 14%, NS & NL HST 15%. All other Provinces and Territories are 5% GST Only. Orders shipped to the United States are tax exempt.
* What are your return policies?
Please see our Returns & Exchange
policy for detailed information.
* Can I ship to multiple addresses?
Only one shipping address can be used per order. Please place separate orders
for each shipping address.
* How are orders shipped?
Most shipments are sent via Canada Post Expedited Parcel Service and should arrive
within 3-14 business days to most Canadian addresses. Some items are shipped directly
from our vendors who may use different couriers. For additional information please
see our Shipping & Delivery
*Can I cancel my order?
We will make every effort to stop the processing of your order if it has not shipped. Please Contact
Us or call at 1-866-734-5332 to cancel your unshipped order. Please note that if your order has shipped out we cannot stop delivery.
* Do you have a wish list?
Yes! You must be a registered member with a username and password and be logged on to use the wish list feature!
* What if I've forgotten my password?
No problem, just click Recover
Password and it will be emailed to you instantly.
* Do you offer gift certificates?
Yes! Gift Certificates are sent via email directly to your special someone at
a moments notice or can be sent via post. Just click the Gift Certificate link
at the bottom of the page for more information.
* Do you offer gift wrapping services?
Gift wrapping is only available on certain products. The charge is $5.00 per item. Please Contact
Us for more info.