Customer Service
- Order Fulfillment Process
- Shipping
- Pickup
- Cancellations
- Returns & Replacements
- Accounts
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
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We stock 95% of what you see on this website. Our goal is to get your order to you as fast as possible and to keep you in the loop the whole time.
Upon ordering, you will receive an email confirming your order. When your payment has cleared and your order moves to shipping, you will receive an email status update to let you know we are "Preparing your order". Once your order is shipped, you will receive an email with tracking information and the status of your order will update to "Complete"
Partial Shipments: If we can only partially ship your order, we will ship as much as possible and email you with a status update of "Partially Shipped" along with tracking information. We will also let you know what items are outstanding and what our expectation for shipping the rest of your order is.
If you have registered for an account you can login to view the status of your order, view any shipments, see the tracking numbers, and see what products shipped in what boxes. You can follow your order exactly from start to finish. -
We currently ship Canada wide and some products to the USA.
Canadian Orders: As a Canadian company we are able to give Canadian shoppers much lower shipping rates than our American competitors. Of course, there are also no import duties, customs or brokers fees either.
Most products are delivered safely and securely by Canada Post, Fedex Purolator, and are dispatched following a confirmed order and based upon a stock availability check. All orders go through shipping cost verification and may incur additional shipping costs depending upon weight, distance, and carrier. Please contact us by phone or email at info@incaseof.ca if you have a large order to place, and we can get shipping quotes from various companies for you.
Please understand that due to volatility in the food market, it may take 1 - 3 weeks or longer for some orders to be ready to ship.
American Orders: We are able to offer shipment to USA customers via our USA based warehouses. All prices are still in Canadian dollars.
Discreet Shipping: Discreet shipping is available. If you prefer plain packaging for your shipment, simply email us prior to ordering to let us know.
How do we package your order?: All orders are packaged in cardboard boxes with 200 lb per square inch crush protection. We pack the food cans tightly in the boxes so they do not move during shipment, and if appropriate fill any gaps with packing paper. Our standard box size fits 6 cans, and for orders with many cans we generally ship in 12's so that the weight is not unreasonable for you when receiving your shipment. -
Pickup is available by appointment at our Lethbridge Alberta location, simply choose pickup as your shipping option inside the checkout.
We will prepare your order, and contact you when it is ready to arrange a time for pickup. Our open hours are variable, so prior arrangements are essential. -
In Case Of (ICO) customers may cancel an item from their order for any item with the exception of special orders or sale items provided that the customer order has not yet entered the ICO shipping and processing department.
Customers are encouraged to contact ICO as soon as possible to cancel items from their order. If the item to be canceled has already entered the shipping process, it cannot be canceled by our customer service department. However, customers may return the item at their own shipping expense for an ICO Store Credit. Please refer to the ICO Return Policy below for more information. -
In Case Of (ICO) customers may return new, un-opened items purchased and fulfilled from ICO within 30 days of ICO receipt or invoice for a store credit at customers own shipping expense. Items should be returned in their original product packaging. ICO will only pay return shipping charges if the return is a result of ICO's error.
Customers should expect to receive an ICO Store Credit Voucher within four weeks of ICO receiving returned item to the return shipper. However, in many cases customers may receive an ICO Store Credit Voucher sooner. This time period includes the transit time for ICO to receive the customer return from the shipper (5 to 10 business days) and the time it takes ICO to process customer returns once ICO receives it (5 to 7 business days).
Items That Are Not Returnable:
ICO does not accept returns of the following items:- 1. Items that are opened and used.
- 2. Items that are damaged by customers.
- 3. Food or water storage containers that have been used.
- 4. Food items that have been opened
- 5. Bulk Foods
- 6. Electronics (other than warranty items)
Exchanges:
If a customer received a faulty item from ICO and needs to exchange it for the same replacement item. The customer may return the item to ICO for inspection complete with proof of customer shipping costs. If upon inspection by ICO the item is deemed faulty, ICO will ship a replacement item to the customer at no expense. ICO will also include reimbursement to the customer for the shipping costs incurred to ship the faulty item back to ICO.
If the customer would like to exchange a faulty item for a different item, they can return the faulty item to ICO for inspection complete with proof of customer shipping costs. If upon inspection by ICO the item is deemed faulty, ICO will ship a replacement item to the customer at no expense unless the shipping costs to ship the different replacement item is substantially higher due to increased weight and size as compared to the original items. In this event, the customer will only be charged the increased shipping costs above and beyond what the cost would have been for shipping the original faulty replacement item back to the customer. ICO will also include reimbursement to the customer for the shipping costs incurred by the customer to ship the faulty item back to ICO.
Please allow approximately 5 to 7 business days to process returns after items are received at the ICO Returns Center. ICO will notify customer via e-mail when the replacement items are processed and ready to be shipped.
Contact Information:
InCaseOf Inc.
#3 1602 3rd Ave South, Lethbridge, Canada T1J 0L2
Phone: 1 (888) 901-3336
Fax: 1 (403) 381-0005
Web Site: www.InCaseOf.ca
E-mail: info@incaseof.ca
Please contact us with any specific questions you may have.
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Although it's not essential to have an account to shop at InCaseOf.ca, registering your details will allow you to:
- Track your order in real time as it moves through our system
- View shipment tracking numbers, including information on partial shipments / back ordered items
- Receive order status updates
- Review past purchases
- Build a personal wish list
- Be updated on new items, events and news
- Shop online with access to a history of your purchases made in the shop
- Manage your address book and email settings
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Please note that all our prices on our website and catalog are in Canadian dollars not including GST/HST. If your order is being delivered within Canada then your bill will include GST/HST. If your order is being delivered outside Canada then your bill will exclude GST/HST, but you will be responsible for paying any applicable custom fees and import duties when you receive your package. Please see the shipping section for more information.
Accepted Forms of Payment: MasterCard, Visa, Paypal, Money Order, Cheque and Wire Transfer.
If you do not feel comfortable using a credit card online, please call us to make other arrangements.
Please contact us at info@incaseof.ca to make an order with special payment arrangements. - Please log into your account to see the status of any current orders, as well as your past ordering history.
- Please log into your account to update your account information.