Refunds & Returns

Last updated: June 6, 2026

Overview

BeerNGrub takes care in preparing and coordinating orders so they arrive in appropriate condition and presentation. This policy explains how damaged, missing, delayed, undeliverable, substituted, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, re-delivery, or other resolutions may not be available.

Products may include craft beer, gourmet pairings, food items, beverages, perishable items, shelf-stable items, alcohol, regulated products, seasonal items, specialty goods, or third-party branded products depending on the product selected. Because many orders are prepared for a specific purchaser, recipient, delivery address, and delivery date, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, timing, applicable legal requirements, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

• Perishable items: within 24 hours of delivery
• Non-perishable items: within 5 days of delivery

Clear photos of the damaged item or items, the full product presentation, and the original packaging are required so customer service can properly assess the issue. Additional information may be requested depending on the product type, delivery method, and reported issue.

Once the required information is received, customer service will review the claim. Where appropriate, BeerNGrub Canada may offer a replacement, store credit, refund, partial refund, re-delivery, or another resolution at its discretion based on the order condition, delivery outcome, product type, timing, and supporting documentation.

Refund, Replacement, and Credit Eligibility

Refunds, replacements, credits, or other resolutions may not be available in the following situations:

• Perishable items affected by delivery delays caused by incorrect information, recipient unavailability, failed access, or circumstances outside our control
• Orders that cannot be delivered because the delivery address, recipient phone number, building details, suite or unit number, company name, buzzer code, or delivery instructions were incorrect, incomplete, or unavailable
• Orders delayed or affected by recipient unavailability, refused delivery, restricted access, concierge refusal, security procedures, gated access, office closure, hospital restrictions, hotel restrictions, apartment access issues, or managed-property procedures
• Orders containing alcohol or regulated items where delivery cannot be completed because adult signature, age verification, identification, recipient availability, sobriety, or legal delivery requirements are not satisfied
• Substitutions made in accordance with our substitution standards
• Situations where specific beer brands, breweries, flavours, packaging, labels, vintages, or pairing items vary due to product availability or supplier constraints
• Change of mind after an order has been placed
• Personal taste, preference, flavour expectations, or subjective dissatisfaction where the product was prepared and delivered in reasonable condition
• Opened, used, partially consumed, discarded, or improperly stored products
• Customized, personalized, seasonal, alcoholic, restricted, or specially prepared items where reuse or resale is not possible
• Orders marked as delivered where proof of delivery or delivery confirmation has been obtained
• Delays or delivery issues caused by weather, traffic, carrier disruptions, courier limitations, building access limitations, public emergencies, force majeure events, or other circumstances beyond our reasonable control

Substitutions made in accordance with our substitution standards are not considered defects when the overall intent, value, quality, and presentation of the product are maintained.

Substitutions

Product availability may vary due to supplier inventory, seasonal availability, brewery availability, courier limitations, alcohol-related restrictions, delivery location, or fulfillment requirements. Substitutions may be made when necessary.

When substitutions are made, BeerNGrub Canada aims to maintain the overall intent, value, quality, and presentation of the selected product. Substituted items may differ from product images, descriptions, packaging, labels, brands, flavours, breweries, or specific listed contents.

Substitutions do not automatically qualify an order for a refund, replacement, or credit when the product remains reasonably consistent with the intended pairing experience, value, and presentation.

Returns

Orders are prepared specifically for each customer or recipient, and many items cannot be reused or resold. As a result:

• Perishable items cannot be returned
• Food and beverage items cannot be returned once delivered
• Opened, used, partially consumed, or discarded items cannot be returned
• Alcoholic or restricted items may not be eligible for return
• Customized, personalized, seasonal, or specially prepared items may not be eligible for return
• Refused deliveries are treated as undeliverable orders and may not be eligible for refunds

Re-Delivery and Re-Shipping

If an order cannot be delivered due to purchaser or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense where available and legally permitted.

• Re-delivery or re-shipping fees depend on the product type, destination, delivery method, timing, and applicable delivery requirements
• Perishable, alcoholic, restricted, or specially prepared items may require remaking, replacement, or additional handling
• Customers may be charged for associated costs when items cannot be reused, resold, re-shipped, or safely re-delivered
• Re-delivery is not guaranteed and depends on product condition, courier availability, delivery area, timing, and applicable legal requirements

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, condominiums, hotels, hospitals, gated communities, campuses, and other managed properties, delivery may be completed at a reception desk, concierge, security desk, mailroom, front desk, loading area, delivery room, or other location accepted by the building, courier, delivery partner, or property representative.

Once an order is accepted by an authorized building representative, front desk, concierge, security desk, mailroom, or similar receiving location, the order may be considered delivered. BeerNGrub Canada is not responsible for delays, loss, spoilage, or handling issues that occur after an order has been accepted at the delivery location.

Alcohol and Restricted Items

Some products or add-ons may include beer, alcohol, or other restricted items where permitted by applicable law. Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, identity verification, recipient availability, sobriety requirements, or local delivery restrictions.

If delivery cannot be completed because alcohol or regulated-product requirements are not satisfied, the order may be delayed, refused, cancelled, returned, or otherwise handled according to applicable law and operational procedures. Refunds, replacements, credits, re-delivery, or re-shipping may not be available in these circumstances.

Same-Day Delivery

Same-day delivery is available in Greater Toronto and Greater Vancouver on eligible orders. Eligibility may depend on order timing, delivery destination, product availability, courier availability, alcohol-related requirements, weather, traffic, and other operational factors.

Same-day delivery availability is not guaranteed for every product, address, order time, or recipient situation. Delivery availability is confirmed during checkout or order processing where applicable.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address correction, recipient correction, gift message change, cancellation, or other update is needed.

• Changes cannot be guaranteed once preparation, fulfillment, alcohol compliance review, courier coordination, shipping, or delivery coordination has begun
• Once an order has shipped or is out for delivery, address changes or cancellations may no longer be possible
• During peak periods, holidays, or high-volume delivery days, additional notice may be required and changes may not be available
• Customized, personalized, alcoholic, restricted, perishable, or specially prepared items may have limited cancellation or change eligibility

Events Beyond Our Control

BeerNGrub Canada is not responsible for refunds, replacements, credits, delays, non-delivery, failed delivery attempts, or service interruptions caused by circumstances beyond our reasonable control.

These circumstances may include weather, traffic, carrier disruptions, courier shortages, supply interruptions, product availability issues, public emergencies, strikes, labour disruptions, customs or regulatory delays, building access restrictions, recipient unavailability, incorrect delivery information, age-verification issues, force majeure events, or other events outside our control.

How to Report an Issue

To report an order issue, please contact customer service through the contact methods listed on this website or by phone at 888-887-4306.

When contacting us, please include:

• Your order number
• The purchaser name and contact information
• The recipient name and delivery address, if applicable
• A description of the issue
• Clear photos of the product and packaging, where relevant
• Any delivery confirmation, courier notice, or related documentation available

Questions or Support

For assistance with an order, delivery issue, product concern, replacement request, or refund review, please contact BeerNGrub Canada through the Contact Us page on this website, through the support widget where available, or by phone at 888-887-4306.

Customers may also use the order status widget on this website to review available order tracking information.