Help Centre & FAQ

Everything about ordering from Top Nutrition & Fitness — Canada's curated supplement & snack shop, shipping from Montreal since July 2016. Search below, jump to a section, or browse. Still stuck? Contact us — a real human replies.

🚚 Shipping & Delivery

How much is shipping — free, flat-rate, or calculated?

It depends on your order subtotal (Canada):

Over $125 subtotal → FREE shipping.
$50 to $125 subtotal → flat $12 shipping, one flat fee no matter the weight or where in Canada it's going.
Under $50 subtotal → live carrier rates calculated at checkout based on the weight of your items and your city/province.

USA orders ship free over $75 USD subtotal; otherwise carrier rates apply at checkout. See Free Shipping & Subtotal for exactly how the threshold is calculated.

When will my order ship?

Orders placed before 4 PM EST, Monday–Friday, ship the same day from our Montreal store. Orders after 4 PM or on weekends/holidays ship the next business day. You'll get a tracking email as soon as it's on its way.

Which carriers do you use?

We use Canada Post, UPS, Purolator, GLS, Canpar, ICS and FedEx, and pick the fastest available carrier for your address — unless you chose a specific expedited option at checkout.

How do you ship items that can melt or need to stay cool?

Heat-sensitive and perishable items are packed to survive transit and are held to ship Monday or Tuesday when needed, so they don't sit in a warehouse over the weekend. In summer, chocolate-coated snacks may soften in transit — that's normal and not a defect (pop them in the fridge on arrival).

Can I change my shipping address after ordering?

If your order hasn't shipped yet, message us right away and we'll try to update it. Once it's with the carrier we can't change the address.

Do you ship to the USA? Are there customs fees?

Yes, we ship to all 50 states from Montreal. Free shipping over $75 USD subtotal; otherwise carrier rates at checkout. We're not responsible for customs duties, taxes, or customs delays, and we don't refund for customs-related delays. Most US orders arrive in 2–7 business days.

💸 Free Shipping & How "Subtotal" Works

What exactly counts toward the free-shipping threshold?

Free shipping is based on your order's subtotal — the total value of the products in your cart, calculated after any discount codes are applied and before taxes and shipping. So:

Taxes and shipping fees do not count toward the threshold.
Discount codes lower your subtotal, which can push you under the threshold.

I added a discount code and lost my free shipping — why?

This is the most common one. Free shipping is calculated on the subtotal after your discount is applied. Example: a $130 cart qualifies for free shipping — but add a 15% code and the subtotal drops to ~$110.50, which is under $125, so it moves to the $12 flat rate. To keep free shipping after a code, add a little more so your post-discount subtotal is still over $125.

💡 Tip: the cart's free-shipping progress bar always reflects your current, post-discount subtotal — watch it after entering a code.

What are the thresholds again?

Canada: free over $125 subtotal · flat $12 from $50–$125 · carrier rates under $50.
USA: free over $75 USD subtotal · carrier rates under that.

📅 Delivery Times by Region

How many business days will delivery take to my city?

Estimated business days after your order ships (same-day dispatch before 4 PM EST). These are carrier estimates, not guarantees:

Region	Typical (business days)
Quebec (Montréal, Laval, South Shore, Québec City)	Often 1 · up to 1–3 with delays
Ontario (Toronto, Ottawa, Mississauga, Hamilton, Markham, Brampton)	Toronto/Ottawa/GTA often 1 · up to 1–3 with delays
Maritimes (Halifax, Moncton, Fredericton, Charlottetown, St. John's)	2–5
Prairies (Winnipeg, Regina, Saskatoon, Calgary, Edmonton)	2–5
British Columbia (Vancouver, Surrey, Victoria, Kelowna)	3–6 · interior, island & remote areas up to 10
Territories (Yukon, NWT, Nunavut)	7+
USA	2–7, depending on the state

Remote postal codes take longer than the nearest big city. We also have dedicated shipping pages for many cities (e.g. Toronto, Vancouver, Calgary).

Is delivery time guaranteed?

No — standard/free shipping estimates aren't guaranteed. Once a parcel is with the carrier, timing is out of our hands and occasional delays (weather, volume, customs) happen. If you need a firm date, choose an expedited option at checkout where available.

📍 Order Tracking

Where's my tracking number?

It's emailed to you the moment your order ships. If the link isn't updating yet, give the carrier 24–48 hours to scan the parcel into their system.

My tracking hasn't moved / my package is late — what do I do?

First give it 24–48 hours (early scans can lag). If it's still stuck, contact us with your order number and we'll chase the carrier. If you added Onward protection, lost/stuck parcels are resolved fast, no carrier-investigation wait.

Why does tracking update slower on weekends and holidays?

Carriers don't move or scan parcels on weekends or statutory holidays — so if you order Friday or around a long weekend/holiday, both delivery and tracking updates can pause for a day or two and pick back up the next business day. Delivery estimates count business days only, so a weekend or holiday in between naturally stretches the calendar time. If your tracking looks frozen over a holiday, that's normal — give it an extra day or two before worrying.

↩️ Returns & Refunds

What's your return policy?

We offer free 30-day returns on eligible items — even opened products in many cases. Start a return from your account or message us, and we'll send a prepaid label. Full details in our Refund Policy. (With Onward, your window extends to 90 days.)

Can I return food, snacks or drinks?

For food safety, individual bars, snacks and drinks can't be returned for taste preference. If something arrived damaged or there was a genuine issue, contact us — we'll make it right.

My product arrived damaged — what now?

Email us within 48 hours with photos of the product and the packaging, and keep everything until the claim is resolved (carriers require proof). We'll replace or refund it.

How and when are refunds issued?

Refunds are issued as store credit by default, with some exceptions, once we receive and approve the return. See the Refund Policy for specifics.

Is late delivery on standard shipping refundable?

No — a late arrival on free/standard shipping isn't refundable, since carrier timing is outside our control. If you paid for an expedited service that missed its window, contact us and we'll look into the shipping charge.

🛡️ Onward Protection (90-Day Guarantee)

What is Onward and what does it add?

Onward is an optional add-on you can toggle at checkout ("Checkout+"). For a small percentage of your order it gives you:

90-day satisfaction guarantee (vs our standard 30 days) — case-by-case, often keep-the-item.
5% cash back on your next order, which stacks on top of your TNF Rewards points.
Full package protection — lost, stolen, damaged, wrong item, missing item, return-to-sender.
Fast claims — resolved quickly, no waiting on carrier investigations.

It's optional — your order ships fine without it. Learn more on Onward Guarantee.

How do I file an Onward claim?

If something goes wrong with an Onward-protected order, start your claim from your confirmation email or contact us — most are resolved within about 24 hours.

🏷️ Discounts, Codes & Sales

Where do I enter a discount code?

At checkout, in the discount-code box. Enter the code and hit apply — the subtotal updates instantly.

Can I use more than one discount code?

One discount code per order. However, a discount code can be combined with your Rewards points redemption — points aren't a "discount code," so they stack.

Why did my free shipping disappear after applying a code?

Because free shipping is based on the subtotal after the discount. If the code drops you under $125, shipping moves to the $12 flat rate. See Free Shipping & Subtotal.

Do discount codes work on sale items?

It depends on the code — some exclude already-discounted or clearance items. The code's terms will say, and checkout will tell you if it isn't eligible.

How often do you run sales?

Regularly — seasonal sales, brand promos and clearance. Each promo shows its own end date. Join our VIP email list or get our app for early access and alerts. See current deals.

⭐ Top Nutrition Rewards

How do rewards work?

Our free rewards program earns you points on every order that you redeem for money off at checkout. Create an account, order as usual, and your points build automatically. See Top Nutrition Rewards for current earn/redeem rates and perks.

Can I earn points for referring friends?

Yes — through our rewards program, share your referral link: your friend gets a reward on their first order, and you earn a reward once they make a purchase. Grab your link on the Rewards page.

Do rewards stack with Onward cash back?

Yes — Onward's 5% cash back stacks on top of your TNF Rewards points.

📱 Our Mobile App

Do you have an app, and why download it?

Yes — a free Top Nutrition & Fitness app for iPhone and Android. It gives you push alerts for restocks and new arrivals, personalized features, and easy reordering.

Is there an app discount?

Yes — use code TNAPP15 for 15% off your first app order. Install the app and tap "Download our App" in the site footer to get started.

🔥 Mix & Match Snack Deals

How does the Mix & Match snack deal work?

Mix and match eligible snacks or drinks under $6 — flavours and brands freely (Barebells, Quest, Built, David, Grenade and more):

Buy 5, get 1 free
Buy 10, get 2 free (code FREESNACK2)

Eligible items are marked on-site; the free items apply automatically/with the code at checkout.

Which items qualify?

Individual snacks and drinks priced under $6. Look for the Mix & Match badge on eligible products, or browse the snacks collection.

🥤 Products, Ingredients & Diet

Where do I find nutrition facts and ingredients?

Every product page lists full nutrition and ingredients, and most show the label photos. Not sure about something? Message us and we'll confirm with the manufacturer.

Do you have vegetarian, vegan, gluten-free, halal or kosher options?

Yes, and we've made them easy to find: Vegetarian, Vegan, Gluten-Free, Halal and Kosher protein collections. Always check the individual product page for the exact certification, since some are flavour-specific.

What's the difference between whey concentrate, isolate, casein, beef and plant protein?

Whey concentrate is the most cost-effective (~70–80% protein); whey isolate is more filtered, lower in lactose/carbs (~90%); casein is slow-digesting (great before bed); beef isolate is dairy-free; plant (pea/rice) is fully vegan. Our buying guides help you choose.

How do you handle allergens?

Allergen statements are on each product page. If you have a serious allergy, always read the on-pack label of the item you receive, since manufacturers can change formulations.

How fresh are your products / when do they expire?

Everything is well within date when it ships. Best-before dates are printed on the packaging, and any clearance item with a near best-before date shows that date right in the product title.

How should I store snacks and powders?

Keep powders sealed in a cool, dry place. Some snacks (protein balls, cream-filled items) are best refrigerated, especially in summer — the product page and packaging will say.

💳 Ordering, Payment & Account

What payment methods do you accept?

All major credit cards, plus PayPal, Shop Pay and the express wallets shown at checkout — and buy-now-pay-later with Sezzle and Afterpay.

Can I change or cancel my order?

If it hasn't shipped yet, contact us immediately and we'll do our best. Once it's with the carrier we can't change it.

Do I need an account to order?

No — you can check out as a guest. But an account lets you track orders, earn rewards, and start returns faster.

🏬 Local & In-Store Pickup

Can I pick up my order in store?

Yes — choose Free Store Pickup at checkout (Montreal). We'll email you when it's ready.

Do I have to pick it up right away?

No rush — come whenever suits you. We'll hold your order for up to 2 weeks, and if you need us to hold it longer, just email us so we know.

Do I need ID? Can someone else pick up for me?

Bring your order confirmation. If someone else is collecting, just let us know their name in advance.

If something's sold out online, can I get it in store (or vice versa)?

Online and in-store stock can differ — message us and we'll check the other location or put an item on hold for you.

🔔 Restocks & New Products

When will a sold-out item be back?

Tap "Notify me when available" on the product page and we'll email you the moment it's restocked. Popular flavours are reordered continuously. Our app also pushes restock alerts.

Can I request a product or brand?

Please do — our owner personally reviews new-brand requests. Send suggestions via Contact.

🎁 Gift Cards

How do gift cards work?

Digital gift cards come in a range of denominations from $10 to $200, are delivered instantly by email, never expire, and can be used on our entire collection at checkout. Grab one on the Gift Card page.

✉️ Contact & Store Info

How do I reach you?

The fastest way is our Contact page — email us and a real person replies. We're a Montreal-based shop, curating supplements & snacks since July 2016, rated 4.7/5 across 5,000+ reviews.

Are you an authorized Canadian retailer?

Yes — we're an authorized Canadian retailer for the brands we carry, buying through official channels so you get genuine, in-date product.

Talk to a human

Contact

Email (fastest): info@topnutritionandfitness.com
Phone: (438) 812-5229
Ask TNF chat: bottom-right of any page

Visit us

3575 Avenue du Parc, Local 5635
Montreal, QC H2X 3P9
Inside Galeries du Parc, downtown Montreal
Get directions →

Store hours

Monday: 11 AM – 8 PM
Tuesday–Friday: 11 AM – 6 PM
Saturday–Sunday: 11 AM – 5 PM

Helpful pages

Reviews & social

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Résumé en français

Top Nutrition & Fitness — détaillant canadien de suppléments et collations, expédition depuis Montréal depuis juillet 2016. Expédition le jour même avant 16 h HE (lun–ven). Livraison : gratuite sur les commandes de plus de 125 $ (sous-total), tarif fixe de 12 $ entre 50 $ et 125 $, sinon tarif du transporteur selon le poids et la ville. Le « sous-total » se calcule après les codes de réduction et avant taxes — un code peut donc vous faire passer sous le seuil de livraison gratuite. Retours gratuits 30 jours (90 jours avec Onward). Récompenses : des points sur chaque commande. Ramassage en magasin gratuit à Montréal, conservé jusqu'à 2 semaines (plus sur demande). Une question ? Écrivez-nous.