FAQs-Retailers

How do I make a general inquiry or submit a request?

Orders and General Inquiries
orderdesk [at] onfc.ca

Credit Claims and Return Requests
creditsonfc [at] onfc.ca

Accounting and Payments
arteam [at] onfc.ca
ONFC Payment Line: Tel: 905.507.2021, x286, or Toll-Free Calls: 1.800.387.0354, x286

Opening a Wholesale Retail Account
Ruvena Buslovich – New Account Development Specialist
rbuslovich [at] onfc.ca
Tel: 905.507.2021, x226, or Toll-Free Calls: 1.800.387.0354, x226

Do you deliver to my area?

ONFC delivers within Central and Eastern Canada. Please check with our Orderdesk (orderdesk [at] onfc.ca) to see if we deliver to your city/town. If we are unable to serve you via our ONFC trucks delivery via Third Party Carrier may be available.

What are your orderdesk hours?

Monday–Friday 9:00AM–5:00PM

ONFC is closed Saturday, Sunday and all statutory holidays
Orders received after 2:00PM Eastern Time will be delayed to the next scheduled delivery date in your area

How do I place my order?

You may submit orders via email, fax, or by calling our Inside Sales team. We ask that if you are calling the sales desk to place an order that you kindly have your order ready at the time of your call.

Email: orderdesk [at] onfc.ca
Fax: 905.507.2848, or toll free fax: 1.866.218.2848
Phone: 905.507.2021 x333 or toll free call: 1.800.387.0354 x 333

When can I place my order?

Once your application has been approved and you know your delivery day, you can place your order according to the following timelines:

  • 2 business days prior to your ONFC delivery day or
  • 3 business days prior to your Common Carrier delivery
  • Orders must be in by 2 pm (allow at least 1 hour for processing)

What is the minimum order?

Outside of the Greater Toronto Area (note outside of Ontario order requirements vary):
$400.00 minimum to ship with a $10 handling fee for orders below $700

Within the Greater Toronto Area:
$200.00 minimum to ship with a $25 handling fee for orders below $400

Deliveries made via Third Party Carrier:
Charges depend on your area; please call our Sales Team at ext. 333 to confirm minimum order requirements including freight rates/handling fees

Pick-up orders:
$200.00 minimum

Pick-up Orders and Collect Shipments

Order Pick-up Hours: 9AM–4PM Monday to Thursday, 9AM to 2PM Fridays (report to Reception)

Reception & Warehouse Location

5685 McLaughlin Rd,
Mississauga, ON Canada
L5R 3K5

What are my payment options?

All customers are automatically set to COD terms when the account is set up. You may pay the driver with a cheque at time of delivery or we will accept payment via Visa or Mastercard over the phone. (call ext 286) As well we are set up with all banks to be paid on line via direct deposit. To make things easier and more efficient you may call us to set up automatic credit card payments at ext 286. Customers who pick up their orders may pay via cheque, debit card or credit card.

How do I submit a credit claim or return request?

Claims and return requests must be reported to our Credits department (creditsonfc [at] onfc.ca) within two (2) business days of receipt of goods. Credits and return requests are processed within 3-5 business days and are applied as a credit to the customer’s account. Please quote the invoice number when making your claim and obtain approval before arranging a return. Credit requests of a quality control nature require the item’s lot code and expiry date, and may require photo evidence for approval. Returns are required to be brought to the attention of the driver at time of delivery and must be noted in the appropriate area on the delivery receipt sign off sheet (DSS) or have an accompanying Return Order Memo supplied by ONFC. Goods cannot be returned for credit after 30 days from delivery date. If returned goods are not ONFC’s responsibility, freight charges for the return are at the customer’s expense and a minimum 10% restocking fee will apply. Please note that ONFC will not accept returned products with store labels or price tags affixed.

How do I submit a Third Party Carrier claim?

When receiving your order from a third party carrier, please check for damages and count the pieces. For the purpose of freight claims, you must note any discrepancy (e.g. missing pieces, damaged goods, thawed frozen products) on the carrier’s bill of lading and have the driver acknowledge it with a signature. Please notify our Credits department of any discrepancy by phone, fax or email to creditsonfc [at] onfc.ca within two business days of receipt of goods. Ice cream and frozen novelties are shipped at consignee’s risk. Hidden damage must be reported by phone, fax or email to ONFC’s Credits department and the freight company within 24 hours of receipt of goods (including weekends). ONFC cannot make a freight claim on your behalf for freight-related problems that have been accepted as delivered without notation of shorts and damages on the bill of lading.

Prices

ONFC will do our utmost to hold prices from catalogue to catalogue, but all prices are subject to change without notice. This is especially true during times of volatile currency exchange rates and changing tariffs. We will fill orders regardless of price changes unless notified otherwise.

Out of Stock Items

ONFC does not guarantee or reserve stock. Unless product has been ordered as part of a Case Stack Deal (CSD) or Campaign Promotion (CP), you will need to please re-order out-of-stock items. Back-ordered CSD and CP stock must ship within 60 days of original order date unless otherwise noted. We do our best to ensure out of stock items at time of order processing are brought to your attention in a timely manner.

Carrier Information

Truck delivery is limited to retail stores only from 9:00AM–5:00PM weekdays unless otherwise advised. Please note that ONFC does not book delivery appointments.

Warehouse Policy Notes

Children are not allowed in our warehouse for safety reasons. All customers must stay within the designated waiting area.

Out of Town Calls

We are happy to offer a toll-free line. Although it is free to our customers, we do pay regular charges, so we kindly ask for the cooperation of those using the 800 line in having orders or information ready when calling.

If you do not find the answers to your questions here, please connect with our Orderdesk at orderdesk [at] onfc.ca, or feel free to connect with our Inside Sales Team at 905.507.2021, x333, or Toll-Free 1.800.387.0354, x333