Policies

Return and Refund Policy – Neo Food

At Neo Food, we aim to provide a simple and reassuring experience. This policy is designed to protect our customers while considering the realities of a Quebec-based food company.

30-Day Satisfaction Guarantee - First Order

We understand that trying a new product is a big decision. That’s why you can try our individual format risk-free for 30 days.
If the product doesn't meet your expectations (taste, texture, etc.), you can request:

• a full refund to the original payment method, or

• an in-store credit of equivalent value.

• The request must be made within 30 days of receipt.

• No physical return is required for a simple and quick process.

• The guarantee applies to the individual format only (1 bag) and is limited to 1 per customer, address, and credit card.

Subsequent Orders

For your second order and beyond:

• Orders are not refundable, except in the case of a defective, damaged, expired, or non-compliant product.

• Delivered products, whether opened or not, cannot be taken back for sanitary reasons.

Physical Returns

For hygiene and food safety reasons, we do not accept any physical returns.

We encourage product sharing to avoid waste.

Damaged or Incorrect Products

If your order is damaged, expired, or incorrect:

• We will offer a replacement, refund, or store credit depending on the situation.

• A photo may be requested for quality monitoring.

Process

1. Email info@neofood.ca with your order number.

2. We will propose the best solution.

3. Processing within 5 to 7 business days.

4. Refunds are issued to the original payment method within 5 to 10 business days.

Applicable Law

This policy is governed by the laws of Quebec and Canada.

Shipping Policy

1. Shipping Costs

Shipping costs vary depending on the region and the weight of your order.

Shipping is free for all orders of $100 or more in Quebec and Ontario.

For orders under $100, shipping fees apply depending on the zone and weight.

The exact shipping cost is calculated and displayed at checkout, before your order confirmation.

2. Delivery Times

We ship from Montreal. Usual delivery times:

• Greater Montreal & South Shore / North Shore: Often delivered within 24 hours (next business day)

• Rest of Quebec (Quebec City, Sherbrooke, Gatineau, etc.): 1 to 2 business days

• Ontario (Toronto, Ottawa): 1 to 2 business days

• Remote areas: 3 to 5 business days

Orders placed before noon are usually shipped the same day. Delivery times may vary slightly during busy periods or exceptional weather conditions.

3. Tracking Number

As soon as your order leaves our warehouse, you will receive an email with a tracking link. You will know exactly when your Neo Food will arrive.

4. Delivery to PO Boxes

We do not deliver to PO boxes. A physical civic address is required to ensure fast and reliable delivery.

5. Absence at Delivery

If you are absent, the delivery person may leave the package in a safe place if the location is deemed secure. Otherwise, a delivery notice will be left, and your package will be available at the nearest pickup point (often a pharmacy or convenience store).

Winter note: Our products are dry foods, but we recommend picking up your package quickly in very cold weather to ensure an optimal experience.

6. Package marked "delivered" but not received

First, check around your home or with your neighbors. If the package remains unfound, contact us at info@neofood.ca and we will assist you quickly.

7. Transfer of Responsibility

Responsibility for the product is transferred to the customer upon delivery.

Contact / Legal Notice

1. Company Information

Company Name: Neo Food

Address: 36 Av. de Bruyeres, Lorraine, QC J6Z 3T3

Email: info@neofood.ca

2. Content Ownership

All content on this site, including text, images, logos, videos, and graphics, is the exclusive property of Neo Food or its partners.

Any reproduction, distribution, or unauthorized use is strictly prohibited.

3. Liability

Neo Food makes every effort to provide accurate and up-to-date information. However, we cannot be held responsible for errors or omissions on the site or in the information provided.

4. Customer Contact

For any questions regarding our products, orders, or services, please contact us at:

Email: info@neofood.ca

5. Applicable Law

This legal notice is governed by the laws of the Province of Quebec and Canada.

Cookie / Tracking Policy

1. Use of Cookies

This site uses cookies to enhance your user experience, analyze traffic, and personalize certain content.

Cookies can be:

• Functional: to ensure the proper functioning of the site.

• Analytical: to measure and analyze site usage.

• Advertising: to display content tailored to your interests.

2. Cookie Consent and Management

By using this site, you consent to the use of cookies in accordance with this policy.

You can manage your preferences or refuse certain cookies via:

• Your browser settings.

• The link or menu provided on the site to adjust your preferences.

3. Data Sharing

Certain information collected via cookies may be shared with third-party partners for analysis or the distribution of targeted advertising.

No personally identifiable information is shared without your consent.

4. Policy Updates

Neo Food reserves the right to modify this cookie policy at any time. Changes will be posted on this page.

Privacy Policy

At Neo Food ("we", "our", "us"), we are committed to protecting the privacy of our customers, visitors, and users ("you").

This policy describes how we collect, use, communicate, and protect your personal information in accordance with Quebec's Law 25 and Canada's PIPEDA, as well as international best practices.

By using our site or services, you consent to the practices described below.

1. Personal Information Collected

We may collect:

• Identity: first name, last name

• Contact information: address, email, phone

• Payment: processed solely by Shopify

• Transactional: purchase history

• Behavioral: cookies, browsing, advertising pixels

• Voluntary: surveys, customer service

We do not collect sensitive health data.

2. Purposes

Used for:

• Order processing

• Customer service

• Account management

• Marketing with consent

• Personalization

• Analysis and improvement

• Legal obligations

3. Consent

Consent required for service operation

Non-essential cookies subject to consent via banner

Withdrawal possible at any time

4. Sharing with third parties

Only with essential partners: Shopify, Google, Meta, TikTok

No data sales

5. Targeted advertising

Option to opt-out via advertising platforms

6. Retention and security

Data retained according to legal deadlines

SSL security and restricted access

7. International Transfers

Data may be processed outside Canada

8. Your Rights

Access, correction, withdrawal, deletion

Contact: info@neofood.ca

9. Law 25

Designated officer and processes in place

10. Do Not Track

We do not respond to DNT signals

11. Modifications

Policy updated as needed

12. Officer

Name: Maxime Lippe

Email: info@neofood.ca

Address: 36 Av. de Bruyeres, Lorraine, QC J6Z 3T3

Last updated: March 4, 2026