A few things you might want to know.
Answers to our most common questions about our products, ordering, Pik 'n Mix, local pickup, shipping and caring for your candy.
The candy stuff
Why does my candy look different from the picture online?
Manufacturers occasionally change colours, shapes, packaging, coatings or recipes. Imported products can also vary slightly from one production batch to another.
We do our best to keep product photos and descriptions current, but minor differences in appearance or packaging can happen.
What does “best before” mean? Is the candy expired?
A Best Before date relates primarily to the expected freshness and quality of a properly stored, unopened product. It is not the same thing as an expiry date.
Imported products may also use different date formats, so dates printed on European products may look different from the format commonly used in Canada.
If the Best Before date is important to you, please contact us before ordering and we're happy to check the product for you.
Do you carry gluten-free, gelatin-free, vegan or other specialty candy?
Yes. We carry a variety of specialty products, including options that may be gluten-free, gelatin-free, dairy-free, dye-free, vegan or sugar-free.
If you have an allergy, intolerance or dietary restriction, please review the individual product information and manufacturer's ingredient label carefully. Ingredients and formulations can change.
If you have an allergy or are concerned about cross-contact, please contact us before ordering.
We'll do our best to minimize cross-contact while preparing your order, but The Sour Moose is not an allergen-free facility and we cannot guarantee an allergen-free environment.
Where does your candy come from?
We carry candy, chocolate, licorice, snacks and beverages from Canada and around the world.
Our selection includes Scandinavian and European imports, retro favourites, Canadian classics, sour candy, chocolate, licorice, imported sodas and plenty of harder-to-find treats.
The selection changes constantly, which is part of the fun.
Keeping your treats happy
How should I store my candy?
Most candy is happiest in a cool, dry place away from direct sunlight, heat and humidity.
Once opened, keep candy tightly sealed in its original package or an airtight container to help maintain its texture and freshness.
Refrigeration is generally unnecessary for most candy and can introduce condensation when cold candy is brought back to room temperature.
For the best flavour and texture, we recommend enjoying freshly packed candy within approximately 90 days.
My gummies or foam candy arrived very firm. What should I do?
Gummies and foam candies can become temporarily firm or brittle when exposed to cold temperatures during transportation.
Leave the package sealed at room temperature for 24–48 hours and allow the candy to warm gradually before opening it.
In many cases, the candy will naturally soften again as it returns to room temperature.
Avoid microwaving, heating or rapidly warming cold candy.
Why is my sour candy wet, shiny or tacky?
Sour coatings naturally attract moisture. Changes in temperature and humidity can make sour candy appear glossy, damp, sticky or tacky.
This is sometimes referred to as citric sweat and can be more noticeable in Pik 'n Mix and mixed candy bags, where candies with different textures, coatings and moisture levels are packaged together.
One candy can transfer moisture or coating to another while the candies are packaged together, particularly during transportation.
Allow the candy to stabilize somewhere cool and dry. If pieces have stuck together, they can usually be gently separated once the temperature has stabilized.
My chocolate softened or melted. What should I do?
Chocolate is particularly sensitive to heat. If it has softened during transportation, allow it to cool gradually in a cool, dry place.
You can also place the chocolate in the refrigerator for a short period of time to help it firm back up. If possible, keep it wrapped or sealed while it cools, then allow it to come closer to room temperature before opening to help reduce condensation.
Temperature changes can sometimes leave chocolate with white, grey or cloudy areas known as chocolate bloom. Bloom can change the appearance or texture of chocolate but does not, by itself, mean the chocolate is spoiled.
Should I be home when my package is delivered?
We strongly recommend making arrangements to receive your parcel when it is delivered, particularly during very hot or cold weather.
Even a short period of time sitting outside, in a community mailbox, on a sunny doorstep or in a hot or freezing vehicle can affect the texture of temperature-sensitive candy.
If you won't be home, consider using the carrier's delivery options to have your parcel held at a depot or pickup location, where available.
Bring your treats inside as soon as possible after delivery.
Before your order leaves us
What happens if something I ordered is out of stock?
We do our best to keep inventory accurate, but discrepancies do happen.
We sell both in-store and online, inventory systems don't always synchronize perfectly, and occasionally a product is damaged, unsellable or otherwise no longer available when we pack your order.
If that happens, we'll contact you with the available options. Depending on the product, that may include a comparable substitution, waiting for incoming stock or a refund for the unavailable item.
We won't substitute something different without contacting you first.
Can I change or add something to my order?
Caught something you missed? No problem! If you'd like to add an item or make a change, simply reply directly to your order confirmation email as soon as possible. If your order hasn't been packed yet, we'll be happy to help if we can.
Please wait for our confirmation before placing another order online. If a second order is placed separately, it will be treated as a separate order and standard shipping charges will apply and are non-refundable, even if we're able to ship both orders together.
Once your order has been packed, labelled, or handed over to the carrier, we're unable to make changes.
Can I order online and pick up in store?
Absolutely. Choose Local Pickup at checkout.
Please wait until you receive your Ready for Pickup confirmation before making the trip. That means we've pulled and prepared your order.
Pickups are available at:
The Sour Moose
Unit 102, 5116 46 Ave
Tofield, Alberta
Do you offer local delivery?
No. The Sour Moose does not offer delivery.
Orders can be picked up at our Tofield store or shipped through one of our available carriers.
Do you have self-serve Pik 'n Mix bins in store?
No. Our Pik 'n Mix is packed for you.
We don't use open self-serve candy bins because we want to keep things as clean and hygienic as possible, minimize product waste and reduce unnecessary handling.
We recommend ordering your Pik 'n Mix online for local pickup. This gives us time to prepare your selections and have everything ready when you arrive.
We can prepare Pik 'n Mix in store when time allows, but larger or more complicated mixes can take a little while, particularly when the shop is busy.
Ordering ahead is the easiest option.
Why can't I choose my Pik 'n Mix candy in the SHOP app?
Unfortunately, the SHOP app doesn't always support the selection form used on our Pik 'n Mix listing.
If you order through SHOP and can't see the candy-selection options, complete your order and then contact us with your selections and order number.
Technology. Helpful right up until it isn't.
Getting your order to you
Where does The Sour Moose ship?
We ship throughout Canada.
We currently use UPS, Purolator, Canpar and Canada Post, depending on your location and the services available to your destination.
We generally select the most economical practical shipping option available for your order.
For complete shipping terms, please see our Shipping Policy .
How quickly will my order ship?
Please allow up to 5–7 business days for your order to be processed and shipped.
We typically move much faster and many orders ship the same or next shipping day, depending on order volume, inventory, the order itself and carrier pickup schedules.
Same-day or next-day shipping is not guaranteed.
Online orders ship Tuesday through Friday. We are closed Mondays, and our carriers do not regularly collect parcels from us on weekends.
What are your daily carrier cut-off times?
Our usual same-day processing cut-offs are:
- UPS: 11:00 a.m.
- Purolator: 11:30 a.m.
- Canpar: 1:30 p.m.
Carrier arrival times vary from day to day. If no parcels are ready for a carrier by its cut-off, that day's pickup may not take place.
Orders received after a cut-off may ship on the following shipping day.
How long does shipping take?
There are two parts to your order's journey: processing time and carrier transit time.
Please allow up to 5–7 business days for processing. We typically ship much sooner, often the same or next shipping day, but this is not guaranteed.
Carrier transit time begins after your parcel has been picked up. Delivery time then depends on your destination, carrier, service level, weather and other transportation conditions.
Carrier delivery dates are estimates and are not guaranteed by The Sour Moose.
Ordering for a birthday, holiday or special event? Please order well in advance and allow extra time for unexpected delays.
Once your parcel has been handed over to the carrier, we cannot control its delivery date.
Full details are available in our Shipping Policy .
How does flat-rate shipping work?
We use flat-rate shipping to keep checkout simple and shipping costs as predictable as possible.
Our rates are based on the typical cost of shipping to your area and may change as carrier rates change.
Occasionally, a particularly heavy, oversized or remote order costs significantly more to ship than the flat rate collected at checkout. If that happens, we'll contact you before shipping to discuss the additional cost.
We keep our shipping rates as reasonable as we can without building excessive shipping costs into the price of the products themselves.
How does free shipping work?
For most Canadian destinations, qualifying orders of $75 or more receive free shipping on the first qualifying box.
For the Northwest Territories and many northern or remote destinations, the qualifying threshold is $100 or more.
Free shipping covers the first qualifying box. Large, unusually heavy or oversized orders and orders requiring multiple boxes may require additional shipping.
Free shipping includes a maximum of two sodas per order. Additional sodas are subject to additional shipping charges.
See our Shipping Policy for complete details.
Can you ship to a PO Box?
Yes. PO Box orders are shipped using Canada Post flat-rate boxes.
Canada Post flat-rate boxes have a maximum weight of 5 kg (11 lb) per box.
If your packed order exceeds that limit, we'll contact you before shipping to discuss the available options. This may include adjusting the order with your approval or adding a second box for an additional charge.
We will not remove items from your order without contacting you first.
Do you ship to remote and northern communities?
Yes. We ship throughout Canada, including remote and northern communities.
Many of these orders are most economically shipped using Canada Post flat-rate boxes, which have a maximum weight of 5 kg (11 lb) per box.
If your order exceeds the available box limit or requires additional shipping, we'll contact you before making any changes to your order.
For the Northwest Territories and many northern or remote destinations, free shipping begins at $100 and covers the first qualifying box.
Transit times to remote communities may be longer because of routing, weather and local delivery schedules.
Why can shipping be expensive?
Shipping costs in Canada can vary considerably depending on your location, parcel size, weight and the carriers available for your area.
We choose the most economical practical shipping option available to us and set our flat rates to help keep costs as reasonable and predictable as possible.
Candy has relatively small margins, so we're unable to absorb large shipping costs into the price of an order.
Our shipping charges are intended to cover the cost of getting your order to you, not to generate additional profit.
Can you ship soda?
Yes. We ship soda and other beverages and pack them carefully for transportation.
Liquids are shipped at the customer's risk. Our couriers do not offer damage claims for soda or other liquids, so The Sour Moose cannot offer refunds or replacements for beverages that leak, burst or are otherwise damaged during transportation.
Carbonated beverages can be affected by temperature, pressure and handling once they enter the carrier network.
Free shipping includes up to two sodas per order. Additional sodas are subject to additional shipping charges due to their weight and the space required.
If additional shipping is required, we'll contact you before your order ships.
Please review our Shipping Policy before ordering beverages.
Should I choose expedited shipping for candy?
We highly recommend expedited shipping year-round, particularly for temperature-sensitive candy and chocolate.
Faster shipping reduces the amount of time your order spends travelling through trucks, warehouses and sorting facilities where temperatures can fluctuate.
Expedited shipping cannot guarantee a specific product temperature or texture on arrival, but reducing transit time can help limit exposure to changing conditions.
If your candy has changed texture during transportation, see the Candy Care & Storage section above for care instructions.
If something doesn't go as planned
Can I return candy?
Because we sell food and beverages, all food and beverage sales are final and we do not accept physical returns or exchanges, including unopened products.
Once food has left our control, it cannot be returned to inventory or resold.
Please review our Refund Policy for complete details.
My package arrived damaged. What should I do?
Please contact us within 48 hours of delivery and keep the product, shipping box and all original packing materials while the issue is being reviewed.
To document shipping damage properly, we need clear, uncropped photographs showing:
- The entire outside of the shipping box, with nothing cut off
- The shipping label
- Any damage to the outside of the box
- The entire inside of the box and packing materials
- Any damage inside the parcel
- The contents of the shipment
- Clear photos of each damaged product
Please keep the box, packaging and damaged products until we've confirmed they are no longer required. The carrier may request additional information during its investigation.
If a carrier claim is required, The Sour Moose will file the claim on your behalf.
Once submitted, the investigation and its timeline are controlled by the courier. We generally have access to the same tracking and claim information available to you, and you're welcome to contact the courier directly for updates.
Carrier investigations can sometimes take quite a while. Unfortunately, we cannot speed up that process or guarantee how quickly an investigation will be completed.
Please see our Shipping Policy and Refund Policy for complete terms.
My package appears to be lost. What happens?
We'll start by reviewing the tracking information. A delayed or missing scan does not always mean a parcel is lost.
If a courier investigation or claim is required, The Sour Moose will file it on your behalf.
Once the investigation begins, the timeline is controlled by the courier. We generally have access to the same tracking and claim information available to you, and you are welcome to contact the courier directly for updates.
Carrier investigations can take time and we cannot speed up their process. Where an investigation is required, it must be completed before the appropriate resolution can be determined.
Please review our Shipping Policy and Refund Policy .
My candy changed texture during shipping. Is that considered damage?
Candy is temperature-sensitive, and changes in firmness, softness, stickiness, sour coatings or chocolate appearance can occur during normal transportation.
These normal temperature-related changes are not considered product defects and do not qualify for refunds or replacements.
Please see the Candy Care & Storage section above for instructions on allowing your candy to return to a stable temperature.
Complete terms are available in our Refund Policy .
Something is missing or I received the wrong item. What should I do?
We use a three-point checking process when preparing orders to help catch mistakes before your package leaves the shop.
Your order is checked while it's being picked, again while it's being packed, and once more before it's sealed and sent on its way.
We take accuracy seriously, but we're also human, and with a lot of different products moving through the shop, an occasional mistake can still happen.
If something is missing or you received the wrong item, please contact us as soon as possible with your order number and details of what's missing or incorrect.
If we've made a verified packing error, we'll review it with you and provide the appropriate resolution under our Refund Policy .
Ask us.
The Sour Moose is run by real people, so your question isn't disappearing into a giant corporate customer-service abyss.
If you can't find the answer here, send us a message and one of us will get back to you as soon as we can.
Unless we're buried under a pile of candy crying. In that case, give us a minute.
Contact Us