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FAQ

Please review the following frequently asked questions  to better understand our process. If you have any additional questions or concerns, please contact us with your inquiry and we will respond during regular business hours.

General Inquiries:

Where can we find your products? 

Our trail mixes and granolas are currently available at the Moss Street Market (1330 Fairfield Rd.) in Victoria, BC during market hours (Saturdays from 10am to 2pm, May through to the end of October) and are available through our website for local delivery only. Our products will also be available through select vendors within the coming months. Please frequent our Home page, Facebook page, or Instagram to stay in the loop, or sign up for our email list for updates.

What are your operating hours?

We are available to respond to inquiries between 8am and 5pm PST, Monday to Saturday. We are closed on Canadian holidays. You can contact us via info@vancouverislandsown.ca

What is your jar take-back program and how does it work?

We're glad you asked! Our jar take-back program is an initiative we created in order to provide an eco-friendly way of consuming our products. You can take part in a zero-waste economy by returning your empty, clean, and undamaged glass jar & lid for a discount on your next purchase of granola or trail mix. Our take-back program is laid out as follows:

1/2 Gallon (bulk) size jar & lid - $3.00 discount

Large size (750ml) jar & lid - $1.00 discount

Medium size (500ml) jar & lid - $0.75 discount

Small size (250ml) jar & lid - $0.50 discount

In order for your jar to be accepted for a discount, it must be clean and dry with the labels removed.

Check out our instagram or blog post here for tips on easy label removing!

Please note: You can apply your discount to any product in any size jar! For example, you may wish to return your 250ml sized jar of trail mix to receive $0.50 off a 500ml sized jar of chocolate clusters, or return your 1/2 gallon jar to receive $3.00 off a 750ml sized jar of granola. To claim your discount, you must make your next product purchase at the same time you are returning your jar(s), as we are currently unable to provide future credits for jars returned. We currently do not have a limit on the amount of jars you can bring back at one time.

If you would like to return your jar(s) but don't need to purchase another, or if you'd like to see your jar(s) recycled but don't want to clean & remove the labels yourself, feel free to drop them off anytime between 10am-2pm at our Moss Street Farmers Market stall and we will happily recycle these for you. We appreciate and applaud your efforts at creating a zero-waste economy!

Do you offer bulk sales to local offices/workplaces?

We are able to offer bulk orders for offices throughout Vancouver Island and Vancouver, BC as well. We are more than happy to provide local workplaces with scrumptious snack options! If you would like to place an order for your workplace, please contact us directly at info@vancouverislandsown.ca for more information and details. Please note that all office orders require a minimum product purchase of 36 units if located outside of our designated delivery radius.

Online Ordering:

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Location
Online Ordering

Are taxes already included in the pricing of your products? 

Yes, GST has already been applied to the overall cost of each product. There are no additional taxes or fees applied to products during checkout (woohoo!). GST is also included in any applicable delivery fees.

Can I change or modify an online order once it has been placed?

Unfortunately, due to our ordering platform, we cannot change or modify an order that has already been placed online. If you would like to add additional items to an order, please send us an email within 12 hours of placing your order so we can send you a separate invoice prior to delivery. If you have any questions or concerns in regards to your order, please contact us at info@vancouverislandsown.ca

How can I place an order online? To place an order online, simply do the following:

  1. Locate our Shop page and click on the items you wish to purchase.

  2. Select the size and quantity of product you would like to purchase. 

  3. Once you have added items to your cart, proceed to Checkout. 

  4. Select whether you would like to pick up your order or have it delivered.

  5. Complete payment information.

  6. Review & confirm your order.

Shipping:

Do you offer shipping? 

Due to the nature of our products and in an effort to reduce our carbon footprint, we currently do not offer shipping within Canada or internationally. If you are located in (or visiting) the Victoria area, please review our delivery section below. If you're interested in obtaining a bulk order, please contact us directly at info@vancouverislandsown.ca for courier information and details.

Delivery:

Delivery

What is your delivery policy? 

We offer free delivery within 8km of Downtown Victoria, BC on all orders over $50. A delivery fee of $5.99 applies to orders which do not qualify for free delivery (under $50). Please note that we do not currently deliver outside of our designated delivery area. You may also order your products online, and select the "pick up" option to collect your order in person from our stall at the Moss Street Market on Saturdays between 10am and 2pm, throughout May to the end of October. Please note that orders placed through our website for pick up at the market must be picked up from our Vancouver Island's Own stall directly, and not the Moss Street Market pickup stall!

What should I include in the delivery notes? 

Whether you're requesting a delivery to a business, basement suite, apartment building, or a house boat, please provide us with as many pertinent details as possible. This includes preferred drop-off location, buzzer number, contact information, and anything else that will help us to deliver your goodies in the most efficient way possible. We appreciate you keeping our delivery drivers safe, which includes leaving a light on after dusk, keeping pets inside or on a leash, and keeping driveways/walkways clear of snow, ice, or other hazards during delivery hours.

Refunds & Exchanges:

Do you offer refunds or exchanges? 

Due to the nature of our products, we cannot offer exchanges or refunds. If you are unhappy with your purchase for any reason, please contact us at info@vancouverislandsown.ca and we will be happy to make it right.

Ingredients:

Sustainability

Where do you source your ingredients from?

We source all of our ingredients as close to home as possible. All of the delectable ingredients we utilize in our trail mixes and granolas are sourced within Canada, apart from select nuts and seeds, which cannot grow in this region. The ingredients we cannot source within Canada are imported from certified organic farms based out of Northern California. All of our freeze-dried and dehydrated fruits are sourced from local, certified organic farmers on Vancouver Island (apart from our freeze-dried bananas).

 

What makes your chocolate granola clusters vegan? 

 

There are no dairy products involved in the making of our chocolate granola clusters. Our vegan white and milk chocolate utilizes organic rice milk solids and organic cacao butter in lieu of milk products.

 

What do you use to sweeten your granola and chocolate-covered granola clusters? 

Our dark chocolate clusters are sweetened with stevia and erythritol which are natural, plant-based sweeteners. Our white and milk chocolate is lightly sweetened with organic raw cane sugar. All of our granola recipes are sweetened with maple syrup provided by certified organic farmers in Ontario.

Packaging:

When I open your jars, the contents "dance" and there is a hissing sound. Is that normal?

Yes! In fact, this is one of our favourite parts about opening up a jar. We thoroughly vacuum seal each and every one of our jars to ensure the freshness and longevity of our granola and trail mix. In short, what you are witnessing is the release of pressure from the interior of the jar. It is a completely natural and safe phenomenon. Enjoy the show!

Why don't you use plastic or biodegradable bags for your packaging?

We settled on glass for our packaging after thinking long and hard about the most sustainable options for packaging currently on the market. While there have been many advancements in creating biodegradable and eco-friendly packaging options, we couldn't find anything we felt would help us create a truly circular economy, as most plastic and paper packaging options are designed for single use. Biodegradable bags do not support the storage needs of our products, nor did we find any that break down easily in most local municipalities, something that we wanted to ensure would be easy to do. Due to the freeze-dried fruits and naturally high oil contents in our nuts, our products are sensitive by nature, and need to be packaged appropriately to allow you to reap the benefits of a truly fresh and high-quality trail mix or granola. We are always looking for ways to improve on our sustainability, so please do not hesitate to contact us with any ideas you may have!

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