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Customer Service

Customer Service

Jules + Kent Food Group is located in Vancouver, BC, Canada.

Our phone number is: 604.736.2510.

Our hours: 9am to 4pm, Monday through Friday. We are closed all Canadian statutory holidays.

Our physical and mailing address is:
292 East 1st Ave.
Vancouver BC
Canada  V5T 1A6

You can email us at: info [at] julesandkent [dot] com

Introduction

Those of us who create, produce and sell the products at Jules + Kent Food Group are committed to sharing our passion for great tasting specialty food products. We produce our Jules + Kent and Umi’s Kitchen products in our own Vancouver production facility. This facility enables a level of quality control and recipe development we could not have any other way.

We have carefully selected and have been distributing for several years, the other brands we offer – Rufus Teague BBQ Sauces, Black Ace Licorice and the Cocolico dessert sauces and confections.

Jules +Kent Food Group is a division of Mad About Food Inc.  Mad About Food was founded in 2000.

Shipping

When you order products from Jules + Kent Food Group be assured we value each order and work hard to ensure it arrives safely and on-time. Here are some things you need to know about how we process and ship your order. As Jules and Kent is a division of Mad About Food, Mad About Food will be the name indicated on your credit card statement.

Shipping charges are calculated on a per ship-to address basis.

*** NOTE *** Please check all addresses carefully. Jules + Kent Food Group guarantees delivery only to the addresses you provided. We will attempt to contact you via the phone number and email address provided on your order if our courier company is unable to deliver your package to the address provided. If we are unable to contact you, the courier will return your order to our warehouse. If the product arrives in good condition, we can send the package back out to you and charge you only the shipping and handling. If the product does not arrive in good condition, you will be responsible for the charges of a new order.

All product is shipped from our warehouse in Vancouver BC.

Shipping Times

Our goal is to ship your order within 24 hours of receipt. Please note that delays can occur, particularly due to weather, product availability and other circumstances.

Future Ship Dates

If you would like to place your order now and then specify a future ship date to reserve your product selections, please send an email to info [at] julesandkent [dot] com. We will confirm your order and your requested arrival date.

Within Canada – Delivery Service & Charges

Jules and Kent will use our local courier (Vancouver and the Lower Mainland) or Purolator. This includes residential deliveries.

Projected US Long-Distance Delivery Times (ground service)

From 3 to 7 business days, depending on distance and US Customs processes.
Order tracking and delivery confirmation for US shipments will be available for you online.

We’re required to complete additional paperwork to ensure each US shipment is delivered in a timely manner. Recent changes to US rules concerning the importation of food products means we’re unable to ship your US-bound gifts on the same day they’re ordered. We do however make every effort to ensure your order is on its way the next day. (During the busy holiday season we require extra lead time to ensure the timely arrival of your order.)

International Deliveries

International delivery times and costs vary. Please contact us for a custom quote. For international shipments we use Canada Post’s Air Parcel service, which takes 6 to 10 business days, or longer. A tracking service is available for a substantial additional fee. A documentation fee of $5 per gift applies to these shipments, to cover required paperwork (International Commercial invoices, Prior Notice forms, Customs Declarations).

Our charges are based on the shipping address. If you’re ordering for shipment to multiple addresses, separate shipping costs apply to each address.

P.O. Boxes

We’re only able to ship to P.O. Boxes using Canada Post. As we have to make a special trip to the Post Office, an additional $5.00 fee applies. This fee is in addition to the fees calculated on our website.

Pick-up Orders

If you would prefer to pick up your order at our Vancouver facility, please call us to place the order and arrange a convenient pick-up time.

Weather Conditions – Weather conditions are beyond our control. If our same-day or overnight courier is unable to deliver your order due to weather conditions or the recipient is not there to receive the shipment, there isn’t anything we can do to ensure your order arrives when you’d really like it to get there. Especially during the busy holiday season, order early and allow for the possibility of weather delays to ensure we’re able to deliver when you want your order to arrive.

Warm and Cold Weather Care – When warm and cold weather strikes it can wreak havoc on food products. Courier delivery trucks and their warehouses can be very hot in the summer and very cold in the winter. If we’re concerned your shipment will be affected by extreme temperatures, we will contact you. Sometimes it’s just a matter of delaying a shipment for a couple of days, to ensure it arrives in good condition.

Same Day, Rush Orders – This may be possible, but can’t be guaranteed. If you need something right away, please call us: 604.736.2510. If we’re busy serving other customers and can’t answer the phone, please leave a message and we’ll get back to you. Also, you can send an email to: info [at] julesandkent [dot] com.

Rush orders are only available in the City of Vancouver and only if our courier is able to provide this service. In addition to the delivery cost, a $20.00 Rush courier charge applies.

Tracking your Order – When we send your order, if we’re using Purolator Courier to deliver the order, we will add your email address, and they will provide a shipment notification. This notification also includes a tracking #. Please note that this only applies to our Purolator courier shipments and some Canada Post overseas shipments.

If the order is sent with our Vancouver-based local courier company they generally lets us know when they’ve been unable to deliver an order. If the order isn’t received when you expect it, please email (info [at] julesandkent [dot] com) or or call us: 604.736.2510 and we will track the order. Please give us at least 24 hours to get back to you.

Redirection Fee – Please ensure you provide a complete and current address, including a phone number. If our courier company is unable to deliver to the address you provide, or the package must be re-directed, we’re charged extra. We have no choice but to bill you for the re-direct charges we receive. Your credit card will be charged an additional $12.00 plus any applicable tax for each re-direct.

Delivery Days – Delivery is available weekdays. If you need Saturday delivery, call us. Purolator offers limited delivery service on Saturdays, and for an additional fee. Sunday deliveries are not available. If your order during the weekend, it will be confirmed and processed the next business day.

Taxes – Taxes apply to all shipping charges and to the following food products: Black Ace Licorice and any of the Cocolico confectionary items. Otherwise, our food products are not taxable. The applicable taxes will be added to your Statement at the rates required.

Tax rates are as follows (and are based on the province in which the order is delivered):

  • 12%: British Columbia – 12% HST added to delivery fees and taxable food products;
  • 5%: Alberta, Saskatchewan, Manitoba, Prince Edward Island, Yukon, Nunavut, Northwest Territories – 5% HST added to delivery fees;
  • 13%: Ontario, New Brunswick, Newfoundland – 13% HST added to delivery fees and taxable food products;
  • 14.5%: Quebec
  • 15%: Nova Scotia

Taxes are not applicable to orders shipped to recipients outside Canada.

Satisfaction Guaranteed

We take pleasure in providing the finest products available. If for some reason you are not satisfied with your purchase, please call or email us.

If you’re the recipient, not the buyer, we also want you to be delighted with our products and service and the gift you’ve received. If something is wrong, please contact us: 604.736.2510 or info [at] julesandkent [dot] com.

Occasionally a package is lost or damaged in transit, or an out-of-date product is shipped by mistake. To ensure your order is complete and undamaged, we recommend the following:

  • Inspect the package(s) for visible damage prior to accepting the shipment, and not any damage on the delivery ticket before the delivery person leaves.
  • Verify the number of packages delivered against the shipping label on the outside of the box;
  • Unpack your order as soon as possible, and inspect for hidden or concealed damage;
  • If you discover damage, retain the shipping cartons and any inner packaging, in case we need the carrier to inspect the packaging.
  • Then contact us by email: info [at] julesandkent [dot] com or phone: 604.736.2510. If you’re able to take and send a photo of the damaged package and/or goods, that would be very helpful.

We’re unable to accept returns of perishable items;

  • Returns of non-perishable items will be accepted within 20 days of receipt, providing they’re still in their original packaging and have not been opened;
  • The cost of the original and return shipments are the responsibility of the customer, unless Jules + Kent Food Group has committed a shipping or order error;
  • Please contact us by email: info [at] julesandkent [dot] com or phone: 604.736.2510 before sending anything back to us, so we can provide prior authorization. Items returned without prior authorization cannot be credited;
  • Only when the product is back and can be returned to our inventory, we will send a replacement, credit or refund;
  • If the product does not arrive in good condition to be restocked, we’ll be unable to replace it, or send a credit or refund;
  • You are responsible for the return shipping cost – and the original shipping charge paid is non-refundable.
  • We suggest you wrap the product well and include a copy of the packing list or statement received.

Please return to:
Jules + Kent Food Group
292 East 1st Ave
Vancouver BC  V5T 1A6
Tel. 604.736.2510

Product Pricing
Availability and prices are subject to change. If and when we offer a promotional price for one or more products, those special prices have limited availability and must be ordered within the dates specified.

Forms of Payment
We accept Visa and MasterCard.

Ordering Security
All julesandkent.com transactions occur via a secure server. Your order and credit card information is encrypted before it is sent through the Internet. If you’re not comfortable sending your credit card information over the Internet, we’d be happy to take your order over the phone. Call us during business hours, Monday to Friday, 9am to 4pm, Pacific Time.

Wholesale
We also sell the products on our website on a wholesale basis to approved clients. Case lot pricing is available.  Contact us for further details: info [at] julesandkent [dot] com  or 604-736-2510.

Thank you.

Contact Us

Jules + Kent Food Group
292 East 1st Avenue
Vancouver, B.C. V5T 1A6
Phone: 604-736-2510