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Terms & Conditions

The short version: these terms explain how ordering from Silk Road Foods works: what happens when you place an order, when it is accepted, how prices, payment, delivery, cancellations and refunds work, and what we each are responsible for. Please read them before you order.

1. About us and these terms

This website, silkroadfood.ca, is operated by Silk Road Foods, 1618 Merivale Road, Ottawa, Ontario K2G 3G3, Canada. Phone: (613) 695-3631. Email: silkroadfoods123@gmail.com.

By browsing the site or placing an order you agree to these Terms & Conditions and to the policies linked below, which form part of your agreement with us: Return & Exchange, Refund, Cancellation, Shipping & Delivery, Payment & Billing and Privacy. If you do not agree, please do not place an order.

2. What happens when you place an order

  1. You choose items and add them to your cart. Your cart shows items, quantities and prices.
  2. You review and accept at checkout. Before you pay, you can see your items, subtotal, delivery or pickup choice, delivery fee and tax, and you can change or correct your order. Tick the terms box on the cart page, then select Checkout.
  3. You pay. Your payment is authorised (see section 6).
  4. We confirm receipt. You will see a confirmation page and receive an email with your order details. That email confirms we received your order. It is not our acceptance of it.
  5. We accept your order when we tell you it is packed or ready for pickup, or when it is dispatched for delivery, whichever comes first. Until then we may decline or adjust an order as described below.

Please keep your confirmation email. It is your copy of the agreement and your proof of purchase.

3. Prices and tax

  • Prices are in Canadian dollars (CAD).
  • Tax (such as HST) is calculated at checkout on the items in your order and your delivery address, and is shown before you pay.
  • Delivery fees, if any, are shown at checkout before you pay. Delivery orders have a $25 minimum.
  • Prices can change without notice, but the price shown when you place your order is the price you pay for that order.
  • We try to keep prices and descriptions accurate. If there is an obvious error, we may correct it or cancel the affected item and refund you.

4. Product information, availability and unavailable items

  • We describe and photograph products as accurately as we can. Packaging can change, and images are for illustration. Brands, sizes and labels may vary.
  • Allergens and ingredients: always read the product label. If you have an allergy or dietary need, check the packaging or ask us before ordering. We cannot guarantee any product is free of allergens.
  • Availability: stock changes through the day and in store. Having an item in your cart does not reserve it.
  • If an item is unavailable: we remove the item and refund you for it. We do not substitute items.
  • Fresh produce, meat and bakery items are sold in store only and are not part of online orders.

5. Promotions and sale prices

Promotional prices apply for the period stated and while supplies last, unless we say otherwise. Discount codes are single-use or limited as described with the offer.

6. Payment

When you place an order, you authorise us and our payment processor to charge the total to your chosen payment method. See Payment & Billing for details.

7. Delivery and pickup

Delivery area, fees, timing and pickup are described in our Shipping & Delivery Policy. Delivery times are estimates. You must provide a correct address and be reachable to receive your order.

8. Cancellations, returns and refunds

Orders can be cancelled before we pack them, as explained in the Cancellation Policy. Eligible returns must be requested within 7 calendar days of purchase or of delivery or pickup, and opened, perishable or temperature-sensitive food generally cannot be returned unless it is damaged, defective, spoiled or incorrect. Full rules are in the Return & Exchange Policy and the Refund Policy.

9. Your responsibilities

  • Give us accurate and complete information, including name, phone number, email and delivery address.
  • Check your order when it arrives and report problems promptly, within the period in our Return & Exchange Policy.
  • Store food properly after receiving it, following package instructions.
  • Use the site lawfully, and do not misuse it (for example by scraping it, attempting to disrupt it, or placing fraudulent orders).

10. Accounts

You do not need an account to order. If you create one, you are responsible for keeping your login details secure and for activity under your account. Tell us promptly if you suspect unauthorised use. We may suspend an account for misuse or suspected fraud. See our Privacy Policy for how account information is handled.

11. Website content and intellectual property

The site’s text, logos, photographs, design and other content belong to Silk Road Foods or its licensors and are protected by law. You may view and print pages for personal, non-commercial use. You may not copy, reproduce or use our content, brand names or logos for other purposes without our written permission. Product names and brands belong to their owners.

12. Links and social media

The site links to and may embed third-party content, including TikTok, Instagram, Facebook, Google Maps and Uber Eats. Those services are not controlled by us and have their own terms and privacy practices.

13. Limits on our liability

We will fulfil your order with reasonable care and skill. To the extent permitted by law, we are not liable for indirect or consequential losses, or for losses caused by events outside our reasonable control, and our total liability for an order will not exceed the amount you paid for it. Nothing in these terms excludes or limits liability that cannot be excluded by law, or any rights you have under consumer-protection law.

14. Governing law and disputes

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Please contact us first if you have a complaint so we can try to resolve it. Subject to your mandatory rights as a consumer, disputes are to be handled by the courts of Ontario. If you live in Quebec, the mandatory consumer-protection rules of Quebec continue to apply to you.

15. Changes to these terms

We may update these terms. The version published when you place your order applies to that order.

16. Contact

Silk Road Foods, 1618 Merivale Road, Ottawa, ON K2G 3G3 · (613) 695-3631 · silkroadfoods123@gmail.com