November 3, 2016

Contact/Frequently Asked Questions

Please take a moment to review this page before contacting us.  If your inquiries aren’t answered here, we are always happy to hear from you!

The Direct Shop

The Direct Shop offers a rapidly growing assortment of products, including many of the most common products businesses buy and resell. Orders are currently fulfilled via local pickup or UPS – shipped from Toronto, Canada to any destination in North America (Canada & USA). In the future, we will also offer international shipping to any destination worldwide.

Lead times may vary for each order and depend largely on our suppliers. In most cases, you can expect to receive your order within 5-7 business days unless indicated otherwise.

Once your item is shipped, you will receive tracking information which can be accessed via the UPS website. Before contacting us, please review the information provided by your carrier.

What does shipping cost?

Shipping is calculated by the weight of the order and your postal information. You can easily and quickly get quotes for orders up to around 500lbs online. Sometimes adding another 10-20lbs doesn’t actually increase shipping costs all too much – finding that perfect order weight can be well worth it! Try adding and subtracting items to the cart and re-fetching a quote.

Do I need to set up an account to place an order?

Yes, by creating a FREE account with Direct Co-ops, you will be able to access your order history and expedite the online checkout using your predetermined billing and shipping info. Be careful to enter your shipping address correctly as to avoid delays.

I have not received my tracking information yet, what should I do?

Tracking info can sometimes take up to 48 hours to update. If you have not received your tracking info after 24 hours, please contact us at [email protected] with your order number.

I forgot an item, can I change my order once I’ve placed it?

You can contact us at [email protected] to cancel or change an order you have placed. Make sure to provide us with your order number.

I received my order but an item is missing! What should I do?

Before contacting us, please thoroughly look through all the boxes you received. Double check your invoice to make sure that the item is listed, and check the carrier tracking info to see if your order is multi-parcel where one of them could be delayed. Still not there? Please contact us with your order # as well as the name and quantity of the product which is missing from your order. In case the item was not included in your order due to the product being out of stock at the time of shipment, a credit will be issued to your account. If the item was missed due to human error during the picking and packing of your shipment, you will have the option to choose between a credit to your account or we can send a replacement item out if available.

I received my order but an item is the wrong quantity or kind! What should I do?

Please send us an email referencing your order number and an attached picture of the product + label. From there we can issue an exchange/return/credit. Do not return items COD.

I contacted you via email/phone, when should I expect a response?

We aim to respond to all inquires within 24 – 48 hours. We are closed on weekends and statutory holidays.

Do you accept returns?

Your satisfaction with our products is of utmost importance to us! Any unopened and unused products may be returned within 7 business days. For health reasons, any opened food or pharmacy products are not returnable. Upon arrival of the returned products, a refund will be issued for the cost of the products (not including any shipping charges).

Do you have a COA (Certificate Of Analysis) or Spec Sheet available?

We obtain COAs and/or spec sheets for most of our products through our suppliers. Since we currently do not conduct our own lab retesting to verify their information, we cannot offer any guarantees in regards to accuracy in this regard. Upon your request, we can provide you with COAs for most products for an additional $10.00 per product. For the highest level of assurance, it is always advisable to obtain your own independent lab tests, especially if you are reselling products that you are manufacturing.

What are the expiration dates for your products (food & beverages)?

All our food products are sourced fresh, directly from the suppliers.

When stored correctly (cool, dry, dark, and airtight), most whole foods (ie grain kernel, whole legume, whole dried fruit, etc) have at least a minimum shelf life of 2-3 years from purchasing date. Processed products (ground, flaked, cut, etc) are a bit more subject to oxidation and will be fine for about 1-2 years from purchasing date under optimal storage conditions.

Office: 56 Kensington Ave, Toronto, Ontario, M5T 2K1, Canada (not mailing)

Email: [email protected]


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