+ Delivery Information

Deliveries: Truck deliveries are limited to retail stores only, between 9am–5pm. Vancouver locations are sent Mondays, Tuesdays, Wednesdays or Fridays. All other lower mainland locations (Richmond, Burnaby, Coquitlam, New Westminster, Pitt Meadows, Maple Ridge, Surrey and Langley are sent Thursdays.

For Lower Mainland deliveries, please check the piece count of the items delivered and make sure it matches the piece count as indicated on the invoice. Once the return invoice has been signed and given to our driver, the customer is responsible for the number of items received as indicated by the piece count. *We do not book delivery appointments.

Lead Time: Orders must be placed by 2pm for next day pick up, delivery or shipping. Orders received after the 2pm deadline will be processed on the next business day.

Shipping: All products will be shipped by ground. From the date the order is received, please allow 2 working days in the Greater Vancouver, 3 working days in British Columbia and 5 working days in the rest of Canada. Express shipments by air or expedited shipments can be arranged at the customer’s expense.

For deliveries to any other location, the customer will pay the shipping charges and we will give a 3% freight allowance. Freight charges for less than the minimum orders will be charged on the invoice. *We reserve the right to ship prepaid orders with our choice of carrier.

+ Shipping

All products will be shipped by ground. From the date the order is received, please allow 2 working days in the Greater Vancouver, 3 working days in British Columbia and 5 working days in the rest of Canada. Express shipments by air or expedited shipments can be arranged at the customer’s expense.

+ payment

Our Terms: Net 21 days with established credit.

Initial orders must be prepaid by certified cheque or COD until credit terms are established. In order to establish credit terms you must complete our credit application form. Please allow 7 working days to process your credit application & establish terms. An interest charge of 2% per month (24% per annum) will be levied on all overdue invoices.

+ Enclosure

A fee of $10.00 plus Tax will be levied for each enclosure we accept on your behalf plus freight charges for extra weight. Please notify us of any enclosures and ensure they arrive one working day in advance of your departure date. Please be sure you vendors provide a piece count and weight. We do not accept frozen items for enclosure. Jiva Organics will not be responsible for any freight claims related to enclosure products

+ Freight claims/receiving shipments

When receiving a shipment, please check the piece count in the shipment and make sure it corresponds to piece count indicated on the Bill of Lading. You MUST note any discrepancy (e.g. missing pieces or damaged goods) on the Bill of Lading and have the driver acknowledge it with his name and signature on the Bill of Lading and Jiva invoice. Then notify both Jiva Organics and the Freight Company by phone or fax within 24 hours of delivery. Any product in question MUST be held for pick up. Please do not discard any products without approval from Jiva.

+ Credit and refund

Requests for credits and refunds must be reported to us within 24 hours of delivery. Please quote the invoice number and obtain our approval before returning or destroying products. Jiva will only accept goods returned with prior approval. Goods cannot be returned for credit after 7 days from delivery date. Jiva will not accept return products with store price tags affixed. Please do not deduct any amounts for any claims from the invoice amount due unless you have a credit invoice issued from Jiva.*

*If goods are returned because of spoilage before the ‘best before’ date or because of an order entry error on our end, then Jiva will pay the freight charges for their return.

*Products that have expired after they have been delivered are not acceptable for return or credit.

*If good are returned for any other reason, the customer must pay the freight charges for their return plus a 10% restocking fee.

*For Lower Mainland deliveries, please check the piece count of the items delivered and make sure they match the piece count as indicated on the invoice. Once the return invoice has been signed and given to our driver, you are responsible for the number of items received as indicated by the piece count.

+ Prices and invoices

All prices are subject to change without notice. Please ask the order desk to inform you of any price changes upon ordering. We will fill orders regardless of price changes. Monthly discounts will not apply to split case orders.