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  Home  :: Customer Service :: 

  FAQ

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, VISA Debit & 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"
In order for the shopping cart to function properly you must have Cookies and Javascript enabled in your web browser.

* 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 Site confirmation.



* 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. The current sales tax applied to the following Canadian Provinces and Territories are: BC HST 12%, ON & NB HST 13%, PEI, NS & NL HST 15%. All other Provinces and Territories are 5% GST Only.

* 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 section.

*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.


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