Terms & Conditions
Effective date: June 2024
These Terms and Conditions of sale (the “Terms”) govern your use of the Horizon Online Web and Mobile Ordering Apps operated by Horizon Grocery + Wellness (“Horizon”) (collectively the “Digital Ordering apps”), and any order or purchase of the individual using these Digital Ordering apps, (“you”). Horizon is the supplier for your order. By proceeding to place an order and accepting these Terms, you agree to be bound by these Terms whether or not you have read them. If you do not agree to these Terms, do not use these Digital Ordering apps, or proceed with your order.
Access to these Digital Ordering apps requires you, an approved Horizon customer to request an online user account. Account access for you will be approved and provided by either by your Store Admin or by Horizon’s Customer Service department.
Horizon will provide a limited number of customer (store) employees with the role of Store Admin. Store Admins can provide or remove access to our Digital Ordering apps for their employees. Store Admins will be responsible for verifying, approving, and monitoring their employee accounts.
You as an account holder agree to provide accurate and current information as required by the relevant registration process, and to update the information with Horizon Customer Service as necessary in a timely way to ensure that it is kept accurate and complete. During registration you must provide the following information: your first and last name, a phone number, an email address, and a password. You agree to be responsible for:
Horizon customers are responsible for all orders placed by their employees or members under their personal login username. Horizon shall not be responsible or liable in any way for any loss or damage arising from the retailers or buying clubs failure to comply with these responsibilities.
Horizon reserves the right in its sole discretion to terminate your access to any or all of Horizon's Digital Ordering apps and the related services or any portion thereof at any time without any notice. Horizon may, at its absolute discretion, suspend or terminate the ability of any customer to purchase products through these Digital Ordering apps for any reason whatsoever.
Product descriptions, representations, warranties, guarantees and performance claims are provided by Horizon vendors (suppliers) and are not independently verified by Horizon. The accuracy of such representations is the sole responsibility of the vendors. While these Digital Ordering apps attempt to be accurate in its product descriptions Horizon does not represent or warrant that product descriptions or other content on these Digital Ordering apps is accurate, complete, reliable, current, or error-free.
Certain goods offered on these Digital Ordering apps may have warranties that apply to them if noted on the applicable product page of these Digital Ordering apps. These warranties are provided by the manufacturer of these products and not by Horizon. To the maximum extent permitted by applicable laws, Horizon disclaims all warranties and conditions of any kind, whether legal, express or implied (including warranties and conditions of merchantable quality, merchantability, quality or fitness for a particular purpose and non-infringement), relating to these Digital Ordering apps or any content, information or goods accessed, offered, purchased or sold through these Digital Ordering apps or their use, suitability or availability or any transaction conducted on this Digital Ordering apps, whether arising from statute, course of dealing, usage of trade or otherwise. Horizon makes no representations or warranties and provides no representations or warranties in connection with these Digital Ordering apps or any content, information or goods accessed or offered through these Digital Ordering apps or their use.
In this publication, “Canadian” refers to a company's majority ownership and/or primary manufacturing location and does not serve as a guarantee that 100% of its listed products are manufactured and/or packaged in Canada.
You will receive online confirmation that your order has been received by Horizon after you submit your order on these Digital Ordering apps. Horizon strives to ensure that your confirmation message is accurate. However, your printed invoice represents the final bill. Your company accepts responsible for all orders on your account.
These Digital Ordering apps will allow a customer to view their company order history.
Changes to your order, including cancelling, must be made prior to the order deadline, 4:30pm the day before delivery. Should you wish to cancel your order after this time, please call our Horizon Customer Service team.
Horizon reserves the right to reject your order. If your order is rejected by Horizon we will contact, you at the e-mail address provided in the order form. Horizon also reserves the right, to cancel any order after acceptance. Some situations that may result in your order being rejected or cancelled include, without limitation:
Horizon will contact you if all or any portion of your order is rejected or if additional information is required by you prior to accepting your order.
Horizon does our best to maintain industry-leading fill rates. We provide detailed out-of-stock information by item on invoices including updated estimated time of arrival (ETA). Products are subject to availability. Please reorder out-of-stock items as Horizon does not process back orders.
Customers picking up orders can pay by Visa, MasterCard, or Interac (debit card). In-house credit financing is available upon request of a credit application. All billing and registration information provided by you to Horizon must be truthful and accurate.
Claims requests must be reported by you or your company to our Claims department via email within two (2) business days of receipt of goods. Please email [email protected], quote the invoice number when making your claim and obtain approval before arranging a return.
Horizon will not accept products returned to our warehouse without prior approval. Goods cannot be returned to Horizon for credit after 30 days from delivery date. If returned goods are not Horizon’s responsibility, freight charges for the return are at the customer’s expense and a 15% restocking fee will apply. All returned products must arrive at Horizon in saleable condition.
Please note that Horizon will not accept returned products with store labels or price tags affixed. Horizon does not guarantee sales.
When receiving your order from a carrier, please check for damages and count the pieces. For freight claims, you must note any discrepancy (e.g. missing pieces, damaged goods, thawed frozen products) on the carrier’s bill of lading or tablet and have the driver acknowledge it with a signature. Please notify our Claims department of any discrepancy by phone, or email [email protected] within two business days of receipt of goods. Ice cream and frozen novelties are shipped at consignee’s risk beyond prepaid points. Hidden damage must be reported by phone, fax or email to Horizon’s Claims department and the freight company within 24 hours of receipt of goods (including weekends). Horizon 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.
Orders placed by 4:30PM Pacific Time (Monday–Friday) will be picked up, delivered, or shipped the next business day. Note that there is a 2:00PM Pacific Time order deadline for same-day shipments to Alberta, Saskatchewan, and Manitoba. Please refer to the Shipping Information for order minimums by region in the Horizon Grocery + Wellness Ordering Policies (PDF) document. Please do not leave orders in any voice mailbox.
Order pick-up hours are 8:30AM – 4:30PM at Reception, 5589 Trapp Avenue, Burnaby, BC. NOTE: Horizon has a $300.00 minimum on all pick-up and collect orders.
Buying group orders must be consolidated into a single (1) order.
All customers picking up orders at freight depots must show two (2) valid pieces of identification. Daily storage charges will be applied for orders not picked up within 48 hours of arrival at the freight depot.
Children are not allowed in our warehouse for safety reasons. All customers must stay within the designated waiting areas.
Company employees are responsible for the security of their email account and password. Horizon shall not be liable to you or any other person for any damages or expenses arising out of or relating to any unauthorized use of your account or password.
Horizon’s personal information practices on these Digital Ordering apps, including the collection, use and/or disclosure of your personal information and/or financial information, are governed by Horizon’s Privacy Policy. Please review the privacy policy and print a copy for your records.
When you use these Digital Ordering apps and/or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically.
The Terms applicable to your order are the Terms in effect on the date that you place your order, as made available to you when you complete the check-out process.
Certain products sold by Horizon are subject to environmental handling, recycling, or disposal fees. These fees vary by product and by province. The fees are collected and remitted by Horizon to environmental management programs implemented in various provinces, and are used to cover costs of recycling, collection, handling, transportation, and disposal of products. For more information on individual programs, please visit these Digital Ordering apps of the environmental management program(s) or government agencies in your area.
The information, services, transactions, products, and materials contained in or made available through these Digital Ordering apps, including, without limitation, text, graphics, and links, are provided on an "as is" basis with no warranty. To the maximum extent permitted by law, Horizon disclaims all representations and warranties, express or implied, with respect to such information, services, products, and materials, including but not limited to warranties of merchantability, fitness for a particular purpose, quality, quantity, title, non-infringement, freedom from computer virus and implied warranties arising from a course of dealing or course of performance. In addition, Horizon does not represent or warrant that the information accessible via these Digital Ordering apps is accurate, complete, and current.
These Digital Ordering apps may obtain items, photographs, nutritional information, and ingredients from suppliers. This sometimes includes taking the information directly from item packaging. Horizon does not investigate to determine if the information regarding any item is accurate, nor does Horizon provide assurance that all data entry was done without error. If manufacturers or suppliers change ingredients or nutritional information, Horizon cannot assure you that the information has been updated in a timely manner. Accordingly, the information displayed in these Digital Ordering apps is not guaranteed to be 100% accurate and the actual physical items should be considered the authoritative source.
You hereby agree that any use by you, of any information from these Digital Ordering apps is solely at your risk.
These Digital Ordering apps originate in Canada. To the maximum extent permitted by law, these Terms are governed by the laws of the Province of British Columbia, Canada and you hereby irrevocably consent to the exclusive jurisdiction and venue of the courts of the Province of British Columbia in all disputes arising out of or relating to the use of, these Digital Ordering apps or transactions concluded hereunder. Use of these Digital Ordering apps is unauthorized in any jurisdiction that does not give effect to all provisions of these Terms including, without limitation, this paragraph.
You expressly acknowledge that:
These Terms together with the transactional information relating thereto and the Horizon Privacy Policy constitute the entire agreement between you and Horizon pertaining to your use of these Digital Ordering apps and the Services and goods sold online (the "Agreement") and supersede any prior agreements between you and Horizon. You consent to receive communications from us electronically. We will communicate with you by e-mail. You agree that all agreements, notices, disclosures, and other communications we provide to you electronically satisfy any legal requirement that such communications be in writing.