Ordering Process
What is the normal process to make and receive an order?
What is the normal process to make and receive an order?
Your order has two stages: processing and shipping.
Processing: We prepare, package, label and, when required, deep-freeze your order.
Shipping: Your order is transferred to Canadian North Cargo for delivery. Transit times vary based on flight schedules, weather and other factors.
Need to make a change? Contact us as soon as possible with your order number. Changes cannot be made once your order has shipped.
Is there an order minimum?
Is there an order minimum?
There is a minimum order value of $139.
Is there an minimum weight requirement for an order?
Is there an minimum weight requirement for an order?
There is no minimum weight to process an order, however there is an optimal weight for best shipping value.
Please consult the cart while shopping to see the weight warning. Each community has a different optimal weight to surpass the minimum charge from the airline.
When will my order be fulfilled?
When will my order be fulfilled?
The average order will be fulfilled within 1-2 business days after receiving it, and sometimes even the same day.
We fulfill orders Monday to Friday (business days), and deliver to Canadian North Cargo Ottawa from Monday to Friday.
What if an item in my order is out of stock?
What if an item in my order is out of stock?
Once at checkout, you will see an option of allowing substitutes if an item is unavailable. If the item requested is not available, depending on your choice of allowing subs or not, we will add a substitute of equal or higher value, or we will refund you for the items. If any details about subs need to be made aware to our team, you can add in the notes section of your order at checkout.
Can I cancel or modify my order?
Can I cancel or modify my order?
Orders cannot be cancelled or modified once they have been prepared. If you need to cancel or modify your order, please email orders@nekupai.pics as soon as possible.
Can I suggest a product for Northern Shopper to carry?
Can I suggest a product for Northern Shopper to carry?
Yes, we are here to help our customers have access to products we currently do not have on our website. Email us at orders@nekupai.pics and we will try our best to add those items to our website.
Note, if we have a similar item, we may not be able to carry a duplicate product that is differentiated by brand, but we may consider changing brands for you.
Should I create an account?
Should I create an account?
Creating an account makes it simple to shop at nekupai.pics. With an account, you can track your order online, you can save your address and credit card for faster checkouts, and you can manage your subscription to our newsletter. Accounts are easy to create, easy to manage, and certainly helpful if you are a regular customer.
Can I order food through Third-Party Services (example: Instacart) and have it delivered to cargo?
Can I order food through Third-Party Services (example: Instacart) and have it delivered to cargo?
If there is an item you are looking for that you cannot find on our website, please contact orders@nekupai.pics and we will see if we can add it to the website for you permanently.
We understand that food security also pertains to accessing culturally specific foods. With this in mind, we do continue to accept food deliveries from stores specializing in international ingredients that we do not already carry. For example, African Queen, T&T Supermarket, Pilipino, European, and other international grocery stores. These deliveries are not subsidized but you will be able to access discounted freight rates. Additional repackaging fees may also apply.
For non-food items, we offer freight-forwarding, pickup, purchasing and receiving services. Contact norship@nekupai.pics for more information. For example, furniture, appliances, textiles, machinery and electronics, sports equipment, alcohol with permit, and house plants, to name a few things.
What happens if I am not satisfied with my order?
What happens if I am not satisfied with my order?
Please let us know if you are not satisfied with your order. We can either credit, refund, or reship, depending on the issue. If the product has spoiled during transit, please take pictures and send the details to orders@nekupai.pics. We guarantee all our products for quality and freshness and will work put a smile back on that face of yours.
Can I return something I bought from The Northern Shopper?
Can I return something I bought from The Northern Shopper?
If an item is not as advertised, defective, damaged, or expired, we will provide a credit or refund.
We cannot provide a credit or refund for items that a customer changes their mind about or if the item was a custom request without pictures or other key specifics.
How do Airline Employees place orders?
How do Airline Employees place orders?
If you are a regular airline employee, please choose your actual community and proceed with your online shopping. At checkout add your employee number to the delivery address, or notes section.
For Airline Employees who place an order though our website the order has to be paid in full, and the freight is refunded after the order is placed, and fulfilled.
Regular Airline employees are eligible for the Nutrition North Canada Subsidy, and the cost of freight will also be removed from your order.
If you have any further questions about this process please contact orders@nekupai.pics
Shipping and Tracking
Is shipping included in the price?
Is shipping included in the price?
All shipping fees are included in the prices of the products found on www.nekupai.pics. The Nutrition North Canada Subsidy is also applied to all eligible products shipping to Nunavut. On your final invoice you will see a "Cost Breakdown" with shipping and taxes. These amounts are not in addition to the product prices seen above, it is just a breakdown to show you, Nutrition North Canada, and Canada Revenue agency how much shipping and subsidy make up the cost of the products you purchased.
How long will it take to receive my order?
How long will it take to receive my order?
Once you receive a tracking number, it should take 1 to 4 days for cooler to arrive in Iqaluit, and 1 to 7 days for freezer and dry to arrive in Iqaluit. Please allow additional time for communities beyond Iqaluit.
How do I track my order and know when it has shipped?
How do I track my order and know when it has shipped?
Once your order is packed, we’ll email you a Canadian North tracking number. You can also find it in your Northern Shopper account.
Tracking may take up to 24 hours after delivery to Canadian North Cargo to become active. If it hasn’t updated within two days, contact orders@nekupai.pics
Will I receive a delivery notification?
Will I receive a delivery notification?
We fulfil your order, a tracking number will be generated. You can track the shipment any time from the update email, or by logging into your account and checking your order history.
Do I pickup the whole order at the same time?
Do I pickup the whole order at the same time?
Cooler products have priority over all other items, so it is not uncommon for your cooler and frozen to ship separately. Continue to track your order to keep updated on when your frozen goods ship. The shipping speed hierarchy is as follows, from fastest to slowest: Mail, Guaranteed Merchandise, Cooler, Freezer, Dry Food, General Merchandise.
How do I pick up my order?
How do I pick up my order?
You may go to Canadian North Cargo once you have been notified by phone that your order is ready for pickup. If you have not received a call but you have verified that your order has shipped to your community, please allow 24 hours before contacting cargo as agents need to unload and sort the cargo cargo plane. You may also contact orders@nekupai.pics to inquire on your behalf.
How often do you deliver to Ottawa Cargo?
How often do you deliver to Ottawa Cargo?
We deliver to Ottawa Cargo 5 days a week, Monday to Friday.
What if my product is lost in transit or are damaged when I receive them?
What if my product is lost in transit or are damaged when I receive them?
If you notice your food or merchandise is damaged while you are still at the cargo facility, request a Cargo Loss and Damage Claim and complete the claim, then have an agent acknowledge the damages by signing the claim, then forward the claim to us for reimbursement.
If you notice your food or merchandise is damaged only once you get home, take a bunch of pictures of the damages and email orders@nekupai.pics to begin the claim process.
If you determine that Canadian North Cargo has lost your order in transit, please contact info@nekupai.pics immediately so that we can step in on your behalf to correct the issue.
Technical Support
Technical Support
If you are having issues tracking your order or preparing a cargo loss and damage claim, please contact our team at orders@nekupai.pics or call 613-224-1549.
Sealift
How does Northern Shopper Sealift work?
How does Northern Shopper Sealift work?
Great question.
The Northern Shopper sealift experience is meant to be one of simplicity. We receive, pickup, purchase, store and ship your cargo.
Along the way the order may go through a screening and verification process depending on the level of service required.
The cargo is then placed in a shipping container with the proper identifying information so that our handlers can distribute your cargo, without crates, to your door while you or someone you trust accepts the order.
What are the rates for sealift?
What are the rates for sealift?
We offer a range of services to suit your needs. The rate to receive and ship from our warehouse to your door averages $1.81 per kilogram to Iqaluit in 2026, before bulk or commercial discounts.
There are additional fees for services like pickups and repacking.
Consult the most up to date rates at the time of booking your sealift with Northern Shopper.
Does Northern Shopper offer receiving services for my online orders for sealift?
Does Northern Shopper offer receiving services for my online orders for sealift?
Yes, we offer receiving services for sealift orders that you complete online. You will need a sealift contract to prepare a shipping notice. Please visit our sealift section.
Do you offer Aurora Reward Points with sealift purchases?
Do you offer Aurora Reward Points with sealift purchases?
No. Aurora Points are reserved for air freight orders.
Where can I ship my online sealift purchases?
Where can I ship my online sealift purchases?
Ship to the following address:
Your Full Name - SL c/o Northern Shopper
46 Antares Drive, Unit 1
Ottawa, ON
K2E7Z1
**Please note, our receiving hours are 9-4 Monday-Friday**
Please complete our Freight Forwarding Request form here to make your experience as smooth as possible.
It is very important that your name shows up on the package or else we will not know who it is for. If your order is coming from the USA or another country, you may be required to pay additional customs duties.
We assist with customs clearance.
What stores can Northern Shopper go to?
What stores can Northern Shopper go to?
We can receive, pickup, or purchase any item from any store in Canada for a reasonable price. Please contact sealift@nekupai.pics for an estimate or quote (quotes can only be offered with exact details given).
Technical Support
Technical Support
If you are having issues placing your General Merchandise order, please contact our Freight Logistics department at norship@nekupai.pics or call 613-224-1549.
Freight Services
Does Northern Shopper offer receiving services for my online orders that do not ship to Iqaluit?
Does Northern Shopper offer receiving services for my online orders that do not ship to Iqaluit?
Yes, we offer a popular freight forwarding service called Norship to help you gain access to literally every store in the world. It's nice to support Canadian stores, though!
Additionally, we can pickup online/telephone orders on your behalf, or complete purchases on your behalf.
We can even help you find an item that you cannot find on your own. Please visit the Freight Services section to start your request.
Where do I ship my online purchases?
Where do I ship my online purchases?
Ship to the following address:
Your full name AIR c/o Northern Shopper
46 Antares Drive, Unit 1
Ottawa, ON
K2E7Z1
**Please note, our receiving hours are 9-4 Monday-Friday**
Please complete our Freight Forwarding Request form here to make your experience as smooth as possible.
It is very important that your name shows up on the package or else we will not know who it is for. If your order is coming from the USA or another country, you may be required to pay additional customs duties. We do not pay customs duties on your behalf unless we purchased the item on your behalf.
What are the General Merchandise Cargo Rates?
What are the General Merchandise Cargo Rates?
For our most up to date rates, go to the Freight Services section to use our Estimation Tool.
What stores can Northern Shopper go to?
What stores can Northern Shopper go to?
We can source, purchase/pickup, inspect and repackage any item from any store in Canada for a reasonable price. Please contact norship@nekupai.pics for an estimate or quote (quotes can only be offered with exact details given).
How does it work with IKEA?
How does it work with IKEA?
We do ship IKEA Orders. We can receive your order at our warehouse, pickup your Click and Collect order, or purchase your items on your behalf.
Technical Support
Technical Support
If you are having issues placing your General Merchandise order, please contact our Freight Logistics Coordinator at norship@nekupai.pics or call 613-224-1549.
How do I submit a Cargo Claim for damaged or missing food or merchandise?
How do I submit a Cargo Claim for damaged or missing food or merchandise?
In ALL situations, the client must do these steps first:
- Fill out the Cargo Loss / Damage Report with a cargo agent before leaving the facility. This is per the Canadian North Claims Policy; if you receive conflicting information from the cargo agent when you request this at Cargo, please let us know.
- Provide us with all applicable receipts. In the case of a damaged item, please provide photos.
Different Cases for Claims
3RD PARTY FOOD ORDERS (WE DID NOT PURCHASE)
We will process the claim on your behalf and reimburse you immediately for the entire freight amount. Unfortunately, we cannot award any monetary value to the food until the airline makes a full judgment, which can take 12 - 18 months.
UNINSURED FREIGHT FORWARDING / PROCUREMENT
We will process the claim on your behalf and reimburse you immediately for the entire freight amount. Unfortunately, we cannot award any monetary value to the products until the airline makes a full judgment, which can take 12 - 18 months.
Without insurance, the max the airline will typically reward is $1.10/kg.
PROCUREMENT WITH INSURANCE
We will process the claim on your behalf. We can either replace the entire order at no charge or refund you for the product and freight fees.
FREIGHT FORWARDING WITH INSURANCE
We will process the claim on your behalf and reimburse you immediately for the entire freight amount plus the insured value for the product.
Dangergous Goods
Can I ship Dangerous Goods with Northern Shopper?
Can I ship Dangerous Goods with Northern Shopper?
Yes, we can help you ship Dangerous Goods.
Please inform us before you ship Dangerous Goods. They take longer to process and require approval from the maritime shipper weeks or months in advance of the voyage deadline.
Failure to report or conceal a dangerous good can result in serious injury or legal consequences.
What is a Dangerous Good?
What is a Dangerous Good?
Many items can be dangerous goods without us knowing it. Always search for the product SDS online and check section 14 to know if it may be dangerous good. Please supply the SDS when you inform us of the shipment.
Lithium-Ion batteries are subject to Dangerous Goods processing fees (For example, laptops, cell phones, remote control toys, cordless power tools, cordless appliances, etc). Other items may also be dangerous goods (For example, soda stream charges, most paints and stains, propane, other compressed gases such as air fresheners and cooking spray, some automobile parts such as shocks and batteries, some adhesives, all motorized vehicles, all engine-powered tools such as generators and pressure washers, ammunitions)
FAQ Coming Soon
FAQ Coming Soon
Payments and Refunds
What are my payment options?
What are my payment options?
Payment is easy using Credit Card, Store Gift Card, or Paypal.
Approved commercial accounts may also pay on account using EFT.
If you have any issues with payments, please contact orders@nekupai.pics or use the Chat button during business hours.
Can I pay for my order with an Email Money transfer?
Can I pay for my order with an Email Money transfer?
We do not accept Email Money Transfers as a normal form of payment.
How do I use a Gift Card?
How do I use a Gift Card?
Simply enter the gift card code in the gift card field at checkout.
For additional assistance please reach out to orders@nekupai.pics.
Can I pay after you process and ship my order?
Can I pay after you process and ship my order?
Your order is not placed in the fulfillment queue until we receive payment, unless you are ordering with an approved commercial account.
If your account has the pay on account function, the option will be available at the payment stage of checkout.
Why were items in my order refunded?
Why were items in my order refunded?
Items are refunded if an item is unavailable at the time of packing the order.
Items may be unavailable due to no stock, poor quality, or other issues outside Northern Shopper's control.
Refunds can take 2-5 business days to show up on your card.
How will I be refunded?
How will I be refunded?
We will process the refund within 1 business day of fulfilling and closing the order.
If you used a gift card for part or all of your order, refunds will be returned to the gift card before the credit card.
How do I pay if I am an airline employee?
How do I pay if I am an airline employee?
If you are a regular airline employee, please choose your destination community and proceed with your online shopping.
At checkout, please add your employee number to the delivery address. When placing an order as an Airline Employee, a Northern Shopper agent will refund the freight to the original form of payment once the order is paid in full and fulfilled.
Technical Support
Technical Support
If you are having issues making a payment, please contact our team at orders@nekupai.pics or call 613-224-1549.