Politique de remboursement

Returns, Refunds & Exchanges

Last Updated: August 2026

All Food & Beverage Sales Are Final

The Sour Moose sells food, beverages, imported treats and other consumable products. Because food products that leave our control cannot safely be returned to inventory for resale, we do not accept returns or exchanges on food or beverages, including unopened products.

Final sale does not mean we ignore a genuine problem. If The Sour Moose makes a confirmed fulfillment error, an order arrives significantly damaged, a paid item cannot be supplied, or there is a genuine food-safety concern, the applicable issue will be handled as described below.

Before You Order

• All food and beverage sales are final.
• No returns or exchanges, including unopened food or beverages.
• No refunds for taste, texture, personal preference or customer ordering mistakes.
• Imported candy may naturally be firmer, chewier, saltier or different from North American candy.
• Heat, freezing, humidity and pressure may affect food and beverages during transportation.
• Citric/citrus sweat, tackiness and sticking can occur naturally with sour-coated candy.
• Cold packs and thermal packaging reduce temperature exposure but do not provide temperature-controlled shipping.
• Clearance, disclosed best-before, special-order, pre-order and customer-requested products are final sale.
• We do not guarantee an allergen-free or hypoallergenic environment.
• Routine order or transit-damage issues must be reported within 48 hours of delivery.

Food, Candy & Product Quality

Imported candy has personality. Sometimes a lot of it.

Taste, Texture & Personal Preference

Taste and texture are subjective. Refunds, replacements, exchanges or store credits are not provided because a customer dislikes a product or expected something different.

This includes, but is not limited to, a product being:

• Too sour or not sour enough
• Too sweet or not sweet enough
• Too salty
• Harder, softer or chewier than expected
• Different in colour, shape, size or consistency
• Different from a previous batch

We also do not provide refunds because you changed your mind, ordered the wrong product or quantity, found the product elsewhere, found it at a different price or simply no longer want it.

Imported Candy & Natural Variation

Imported candy is not always made like North American candy. Swedish, Scandinavian, Dutch, European and other international products may intentionally be firmer, harder, chewier, saltier, less sweet or more intensely flavoured.

Texture, coating, colour, shape, firmness and flavour may naturally vary between manufacturers and production batches. These differences do not, by themselves, mean a product is stale or defective.

For best flavour and texture, we recommend consuming candy within approximately 90 days of purchase and storing it sealed in a cool, dry and dark location.

Citric Sweat, Citrus Sweat & Tacky Sour Candy

Sour candies coated with citric acid, malic acid, sour sugar or similar coatings naturally attract moisture.

Changes in temperature or humidity can cause the coating to absorb moisture or partially dissolve. Candy may become damp, glossy, wet-looking, sticky, tacky, softened, stuck together or unevenly coated.

This is sometimes called citric sweat or citrus sweat. It is a normal characteristic of sour-coated candy exposed to changing temperature or humidity and does not, by itself, mean the candy is stale, spoiled or defective.

Citric/citrus sweat, tackiness, sticking, coating transfer and moisture caused by normal temperature or humidity changes are not eligible for refund, replacement, exchange or store credit.

BUBS, Foamy & Gelatin-Free Candy

Foamy and gelatin-free candies, including products such as BUBS, are especially sensitive to temperature and humidity.

Cold temperatures may make them firm, hard, brittle or prone to breaking. Warm or humid conditions may make them soft, damp, glossy, sticky or tacky.

If candy arrives very cold or frozen, leave it sealed at room temperature for approximately 24–48 hours before opening. Opening frozen candy immediately may introduce condensation and additional moisture.

These normal temperature-related changes are not eligible for refund, replacement, exchange or store credit.

Weather, Chocolate & Temperature

Candy, chocolate and beverages are temperature-sensitive. Heat may cause melting, softening, blooming, sticking, deformation or coating changes. Cold may cause freezing, hardening, cracking, brittleness, breakage or texture changes.

Chocolate may develop white, grey or cloudy areas known as bloom. This does not necessarily mean the chocolate is spoiled.

Normal temperature-related changes during transportation are risks associated with shipping temperature-sensitive food and do not, by themselves, make a product eligible for refund, replacement, exchange or store credit.

Cold Packs, Thermal Protection & Customer Choice

Cold packs and thermal packaging are intended to help reduce temperature exposure during transit. They do not provide refrigerated or temperature-controlled shipping and cannot guarantee that products will remain cold or prevent melting, softening, sticking or other temperature-related changes.

When thermal protection is recommended but optional, customers who choose to decline it acknowledge and accept the increased risk of melting, softening, sticking or other temperature-related changes during transportation.

During periods of elevated temperatures, The Sour Moose may require thermal packaging before shipping certain temperature-sensitive products.

Any required cold-pack or thermal-packaging charge covers the additional protective packaging used for shipment and does not constitute insurance or a guarantee of temperature-controlled delivery.

Expedited shipping is strongly recommended for temperature-sensitive products because reducing transit time may reduce exposure to temperature extremes.

If thermal protection was purchased or charged but is determined not to be required and is not used before shipment, the unused thermal-protection charge will be refunded.

Soda, Beverages & Liquids

Carbonated beverages and other liquid products may leak, expand, freeze, become dented or burst because of temperature changes, pressure changes or courier handling.

Leakage, bursting, pressure-related failure, freezing, dents and transportation-related cosmetic damage are not automatically eligible for refund, replacement, exchange or store credit.

Significant transit damage is handled under the Shipping Damage section below.

Allergies & Food Safety

Please read this section carefully if allergies or dietary restrictions are a concern.

Allergies, Ingredients & Cross-Contact

The Sour Moose carries and handles a wide variety of food products containing or potentially containing common allergens.

We do not operate an allergen-free or hypoallergenic environment and cannot guarantee that any product handled, packed or sold by The Sour Moose is free from cross-contact with other allergens.

This is particularly important for bulk candy, Pik 'n Mix and products that are handled, portioned or packed in our store. Cross-contact may occur during manufacturing, transportation, storage, handling or packing.

Manufacturers and suppliers may change recipes, ingredients, manufacturing facilities, allergen statements or packaging without notice. Website information is provided for convenience and may not always reflect a recent manufacturer change.

Customers with food allergies, intolerances, sensitivities or specific dietary requirements should always review the manufacturer's current ingredient and allergen information on the physical product before consuming it.

If you have a serious allergy or require a product to be free from a particular allergen, please contact us before ordering. We are happy to provide available product information, but we cannot guarantee an allergen-free product or environment.

Product Recalls & Safety Notices

Our final-sale policy does not prevent a remedy required as part of an official manufacturer, distributor or government product recall or food-safety notice.

If a product purchased from The Sour Moose is affected by an official recall, follow the instructions provided in the recall notice.

Depending on the recall, customers may be instructed to stop consuming, dispose of, retain or return the affected product.

Any refund, replacement, credit or other remedy associated with an official recall will be handled according to the applicable recall instructions and legal requirements.

Genuine Food-Safety Concerns

If you believe a product is genuinely unsafe, contaminated, contains an unexpected foreign object, may contain an undeclared allergen or presents another serious food-safety concern, stop consuming the product and contact us as soon as reasonably possible.

Please retain the product, original packaging, lot information and Best Before information where available so the concern can be properly reviewed and, where necessary, referred to the manufacturer, supplier or appropriate authority.

Genuine food-safety concerns are not subject to the 48-hour routine order-issue reporting requirement and will be handled in accordance with applicable food-safety and consumer-protection requirements.

Clearance, Special Orders & Custom Products

Clearance & Best-Before Products

Clearance and discounted products are final sale.

A Best Before date relates primarily to product quality and is not the same as an expiry date. Imported products may use different date formats, including DD/MM/YYYY, MM/DD/YYYY and YYYY/MM/DD.

Products sold with a disclosed short Best Before date, discounted because of their date, or sold through a clearance or Best Before section remain final sale.

If a date is important to you, please contact us before purchasing.

Special Orders, Pre-Orders & Bulk Orders

All special orders are final sale.

This includes products ordered, sourced, reserved or brought in specifically at a customer's request, including case quantities, bulk orders, unusual quantities and pre-orders.

Once The Sour Moose has placed the supplier order, reserved inventory, committed funds or incurred costs specifically to fulfill your request, the order cannot be cancelled because you changed your mind, no longer require it, found it elsewhere, ordered too much or no longer wish to complete the purchase.

Pik 'n Mix & Custom Assortments

Pik 'n Mix and other customer-selected or customized assortments are final sale.

Because candy is packed by weight, the exact number, size and proportion of individual pieces will naturally vary.

Mystery Boxes

Mystery boxes are intentionally assortments.

Unless the product listing specifically guarantees particular contents, receiving an item, flavour or product you would not personally have selected is not grounds for a refund, replacement or exchange.

Orders, Changes & Pickup

Order Changes & Cancellations

Please review your products, quantities, shipping address and other selections carefully before completing checkout.

Orders may begin processing shortly after they are received. We cannot guarantee that an order can be changed or cancelled after it has been submitted.

If you notice an error, contact us as quickly as possible. If processing has not begun, we may be able to help.

Orders that have already been packed, specially prepared, committed to a supplier or shipped cannot be cancelled because of buyer's remorse or a customer ordering error.

Out-of-Stock Items & Substitutions

Occasionally a product may become unavailable because of an inventory discrepancy, supplier issue, damage discovered during packing or another unexpected availability issue.

We may contact you to offer a comparable substitution. We will not make a materially different substitution without your approval unless the product listing, promotion, mystery assortment or order specifically allows substitutions.

If a paid item cannot be supplied and an acceptable substitution is not available or approved, the amount paid for that unavailable item will be refunded to the original payment method.

Local Pickup Orders

Local pickup orders are subject to the same final-sale policy as shipped orders.

Once a pickup order has been prepared, packed or specially ordered, cancellation is not guaranteed. Customers are responsible for collecting their order within a reasonable period after receiving notification that it is ready.

We cannot guarantee the condition, freshness or continued availability of seasonal, temperature-sensitive, specially prepared or special-order products left unclaimed for an extended period.

If an order remains unclaimed, we may attempt to contact the customer using the contact information provided with the order.

Problems With an Order

This is where the 48-hour routine reporting period applies.

Reporting Routine Order Problems

Routine order issues, including missing items, incorrect items, cosmetic damage and shipping-related damage, must be reported within 48 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• A clear photograph of all products received
• A photograph of the shipping box
• A photograph of the shipping label
• A photograph of packing materials where relevant
• A photograph of the packing slip, if included

Please retain the affected products and packaging until our review is complete. Failure to provide sufficient documentation may prevent us from verifying a routine order or transit-damage claim.

If We Make a Fulfillment Error

If The Sour Moose confirms that a paid item was omitted, an incorrect item was supplied or another fulfillment error occurred, we will correct the affected portion of the order.

Depending on the circumstances, this may include shipment of the correct or missing item, an agreed replacement, or a refund of the affected item's purchase price to the original payment method.

Our final-sale policy applies to correctly supplied food and beverage products and does not prevent us from correcting a confirmed fulfillment error.

Shipping Damage

If your order arrives significantly damaged during transportation, contact us within 48 hours of delivery so we can review the damage and, where applicable, submit a claim with the shipping carrier.

Please retain the products, shipping box, shipping label and all packing materials until the review and any applicable carrier claim are complete.

Clear photographs of the outer shipping box, shipping label, internal packaging and affected products are required for routine transit-damage claims.

If significant transit damage is verified, we will provide an appropriate resolution for the affected product or portion of the order. Depending on the circumstances, this may include replacement, store credit or a refund of the affected item's purchase price to the original payment method.

Minor cosmetic damage that does not materially affect the product's suitability for consumption does not automatically qualify for a refund or replacement.

Cosmetic Imperfections

Minor cosmetic damage does not necessarily make a food product defective.

This may include dented cans, crinkled bags, scuffed labels, sugar dust, minor candy breakage, imperfect shapes, colour variation, coating transfer, minor crushing or loss of puffiness caused by altitude or pressure changes.

Cosmetic damage that does not materially affect the product's suitability for consumption is not automatically eligible for refund, replacement, exchange or store credit.

Opened or Partially Consumed Products

Opened, partially consumed, discarded or tampered-with products generally cannot be evaluated for ordinary refund, replacement or credit requests.

This does not prevent you from reporting a genuine food-safety concern. If you suspect a serious safety or manufacturing issue, stop consuming the product, retain it and its packaging, and contact us as soon as reasonably possible.

Shipping, Delivery & Returned Parcels

Shipping Delays & Missing Parcels

Shipping-related issues are also governed by our Shipping & Delivery Policy.

Courier delays do not automatically make an order eligible for cancellation or refund while the shipment remains in transit.

Where a carrier investigation is required for a delayed, damaged or missing parcel, we may require completion of the applicable carrier investigation before the appropriate resolution can be determined.

Delivered Parcels & Shipping Addresses

Tracking marked Delivered, including carrier scans, delivery photographs or GPS information where available, is generally considered evidence that the carrier completed delivery.

Customers are responsible for providing a complete and accurate shipping address. Additional costs or losses caused by an incorrect or incomplete customer-provided address are the customer's responsibility, subject to rights that cannot legally be excluded.

Refused, Unclaimed & Returned Parcels

Refusing a parcel does not cancel an order.

If a parcel is refused, unclaimed, not picked up, returned because of an incorrect customer-provided address or returned following unsuccessful customer-related delivery attempts, additional costs may apply.

If a refund or credit is otherwise available, applicable original shipping charges, return shipping charges and a handling and processing fee of up to 20% may be deducted from the amount otherwise refundable.

Applicable return-related amounts will be deducted from any refund or credit otherwise payable rather than automatically charged as a new transaction to the customer's original payment method.

Food and beverage products that have left our control and cannot safely be returned to inventory may have no refundable product value.

Do not return food or beverages to The Sour Moose unless we have specifically instructed you to do so.

Shipping Fees

Shipping fees are non-refundable once the applicable shipping service has been purchased or performed, except where otherwise required by law or approved through an applicable carrier claim or resolution.

Exceptions, Disputes & Legal Rights

Voluntary Goodwill Exceptions

The Sour Moose may occasionally choose to provide a goodwill accommodation where one is not otherwise required.

Any voluntary replacement, store credit, digital gift card, discount or other accommodation is specific to that situation and does not change this policy, establish precedent or guarantee the same resolution for another customer or order.

Where legally permitted, a voluntary goodwill accommodation may be provided as store credit or a digital gift card rather than a refund to the original payment method.

This section applies only to voluntary accommodations. It does not replace a remedy otherwise required for a confirmed fulfillment error, unavailable paid item, verified significant transit damage, official recall or other circumstance where a remedy is required by applicable law.

Chargebacks & Payment Disputes

If you believe there is a problem with your order, we encourage you to contact us so we have an opportunity to investigate and resolve the issue.

If a payment dispute or chargeback is filed, The Sour Moose may respond through the applicable payment processor or card-network dispute process and provide relevant evidence, including order records, policies disclosed at the time of purchase, customer communications, shipping records, tracking information and proof of delivery.

Nothing in this section limits any lawful right to dispute a genuinely unauthorized transaction or exercise another right available through a card issuer or applicable law.

Fraud & Order Verification

The Sour Moose reserves the right to hold, verify, refuse or cancel an order where reasonable verification is necessary because of suspected fraud, unauthorized payment or other security concerns.

We may request reasonable information necessary to verify an order before fulfillment.

If The Sour Moose cancels an unfulfilled order because it cannot be reasonably verified, any captured amount for products or services that will not be supplied will be refunded to the original payment method, subject to applicable payment-processing requirements.

Your Legal Rights

Nothing in this policy is intended to remove, waive or limit any consumer right or remedy that cannot legally be excluded under applicable Canadian or provincial law.

Where applicable law requires a remedy despite a provision of this policy, the applicable legal requirement will govern.

Something Wrong With Your Order?

Routine problems involving an incorrect item, missing item, cosmetic damage or shipping damage should be reported within 48 hours of delivery with the required photographs.

Genuine food-safety concerns should be reported as soon as reasonably possible.

The Sour Moose
Tofield, Alberta, Canada
Email: info@sourmoose.ca
Phone: (780) 662-0551