Help Centre

Find answers to your questions about Shipping and Returns!

FAQ

  • What currency do you charge in?

    All orders are charged in CAD.

  • Where do you ship out from?

    We are located in and ship out from Vancouver, B.C.

  • Can I use a store credit or store gift card online?

    Front store (the retail store) credits and gift cards cannot be used online.

  • When will my order ship?

    If everything is in stock, your order will be shipped out in one to two business days after it is placed. We give priority treatment to orders that have selected Xpresspost (through Canada Post), FedEx (except Ground) or Pickup in store as their shipping options. If you need your order to be shipped as soon as possible, please select Xpresspost. Our mail is picked up on weekdays only (Monday to Friday) at 2pm PST from Canada Post and 3pm PST from FedEx.

  • What kind of security measures are in place?

    Our website is secured with a SSL certificate. All transactions are processed through Moneris (eSelect) or PayPal. Our Moneris transactions are secure with Verified by VISA (VBV) and/or Masterpass Secure Code.

  • Is everything on your website carried in the store?

    No – we have “special order products” which are not carried as part of regular stock and take one to two weeks to be ordered in from our suppliers. We also have “online only products” which are not available in the store and only available to order through the website. Our online store does not have an active inventory as we have special order items.

  • Can I use my Finlandia Loyalty Account online? Do I accumulate points with online purchases?

    No – our online and retail store are separate. Loyalty Accounts accumulate points with in-store purchases only.

  • Can I make changes to an order that has already been placed?

    It is best to call or email the online department for any additional or cancellations for an order. To add a product, it may be possible to create a new order and have both orders shipped out together. This would need to be confirmed with the department, so please call or email us.

  • I am interested in an item that is not listed on the website. How can I order this product?

    Please call us at 1-866-872-0989 to place an order for this product. We may be able to add the product to the website, so call or chat with us!

  • I live in Vancouver, can I pick up my online order from your retail store?

    Yes! This option is available on the checkout page in the shipping options. Please note, it is postal code dependant.

  • I need my order urgently! Is everything in stock? How do I get this information?

    Our online store does not show active inventory as we have special order items. Please call, chat or email our online department BEFORE placing your order.

  • I’m having trouble placing an order or checking out.

    We suggest creating an account with the website first. Once you have created your account and logged in, please add the products you are interested in to a cart. On the cart page select the Checkout button (or PayPal checkout button) and follow the prompts through the checkout.

  • How do I use a coupon code or gift certificate on the website?

    Add all products you would like to purchase to the cart. On Step 4 of the checkout process, in the lower right-hand corner is the “Redeem a Gift Certificate or Coupon” redemption box. Enter the coupon code you have received (not case sensitive) or online gift certificate (with dashes) and the amount will be discounted from your order.

  • Why are discounted prices available online only?

    Online customers are not entitled to in store services, such as product advice and recommendations with one on one interactions with our staff. All prices and promotions listed on the website are applicable to website orders only and will not be honoured in the store.

  • What happens when I order a probiotic?

    We send all probiotics (that require refrigeration) with an ice pack. Depending on when the order is placed, we will hold the order for shipment until the beginning of the next week (to optimize product potency, and avoid the order being held in a Canada Post warehouse over the weekend). We strongly recommend selecting Xpresspost for probiotics orders, especially in the summer months or if you live in a warmer climate.