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Go to the shopFrequently Asked Questions
Here are a few questions that our customers commonly ask.
How long does it take for home delivery?
We aim to ship within 24 hrs of receiving your order. From there is it the number of standard shipping days from Kelowna BC to your location. Tracking numbers are included in your confirmation email which you can then track throughout the delivery process.
What courier do you use for deliveries?
We ship via Canada Post.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain onliviasonline.ca to your safe senders list.
Why does it not tell me on the website which location my order is coming from?
We aim to ship within 24 hours of receiving your order. Because of this orders may be assigned to different stores which hold enough inventory to complete your order. These changes are not reflected in the shipping cost. You will know where the shipment originates through the tracking feature in your confirmation email.
Can I collect from a local store?
We offer pickup services at all of our locations. This is available on the checkout page as an option.
Curbside pickup is also available at our Downtown Kelowna and Penticton locations. Please call us once you arrive.
Do you deliver on weekends?
No, Canada Post does not currently offer their services on weekends.
What kind of goods can I return?
All foods are final sale. Accessories, books, and hand crafted goods are able to be returned. The start the return process must be within 14 days of receiving the shipment.
Can I track my item?
Yes. You will be sent a shipment confirmation email as soon as your order has been processed. This email will also contain your tracking number.
Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our store. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.
How long will it be before I get a refund?
Once we receive your item(s) back, we will inspect and restock the goods, then an automated refund is generated on our system. Your outstanding refund is then processed through our system and the company responsible for your original payment method. This process typically takes 5 days. When returning your products please remember to include your original invoice as is will help the process to move forward quickly.
Who pays for return postage?
If you are returning an undesired item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Who pays for shipping on returned goods?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Where do I apply a promotional code?
You can add a valid promotion code during the checkout process.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
My product froze, what do it do?
Essentially, nothing. Once your product returns to room temperature it will be good to use again.
Extra Virgin Olive Oils: As with many other substances olive oil can freeze at temperatures below 0 degrees celsius. Freezing does not occur at a precise temperature because olive oil has a complex structure and they vary depending on their varietal and other factors - even from harvest to harvest. Under cool temperatures cloudiness can occur, and then at even cooler temperatures solid particles (fats globules) can begin to form.
This process doesn’t affect the quality and it will be the same when it is brought back to room temperature and it becomes liquid again.
