F.A.Q.

Frequently Asked Questions

We update our F.A.Q. section frequently as this is the fastest and most efficient way to get information about Shah Trading Company and our products. If you are not able to find the answer to your question here, please feel free to contact us and someone will reply to your query within 1-2 business days.

What are your operating hours?

M-F 8:00 am to 5 pm

Are you open to public?

No. You need to have a store or a restaurant to resell products ordered from us.

Who do I speak to if I received a substandard product?

We are sorry to hear you are not happy with the product you received. Please fill out the customer service form with as many details as possible and a member of our Quality Assurance team will immediately open an investigation for you. Someone will contact you within 1-2 business days.

What allergens or ingredients do you have in a product?

We maintain detailed lists for almost all our products and will be posting this information when our catalog launches. In the meantime, please contact us with the product of your interest.

When does my product expire?

To find the expiry date, look for the date code. Our date codes are located on the back of our dry goods and the top (or bottom) of our cans.

The format is as follows:

BB/MA YYYY/MM/DDAD

So for example, BB/MA 2019/OC/14AD means the product is best used by October 14, 2019. The key to finding the date is to look for BB/MA as that will start the best before date.

How do I store the product I purchased from you?

For best results, our products are best stored in an airtight container in a cool, dark, dry place. Most products expire within 1-2 years of purchase.

How do I prepare the product I purchased from you?

Most of our products have basic cooking instructions, please refer to the back of your packaging. We are also in the process of adding basic cooking instructions to our recipes section.

What brands do you carry?

We carry several brands, including our own. Please visit the brands page for more detailed information.

What is your return policy?

If you are a consumer, please return your product to the store where you purchased the product.

Otherwise, Shah Trading must be notified of any discrepancy on an order or invoice within 10 days of receipt*. Items need to be returned in the original packaging without any markings, in sell-able condition. If there is no issue with the product itself and the product is simply no longer wanted, then a 15-20% restocking charge will be applied.

*All resellers must fill out a PRA form and receive authorization from us before products are returned, otherwise returns will be not be accepted.  To receive a PRA form, please send an email directly to your point of contact or fill out our contact form.

What are the directions to your warehouses?

Please see our contact page for directions.

Do you custom co-pack and label for individuals?

No. We have a private label program for our wholesale customers. If you wish to open a wholesale account, please fill out the wholesale form.

I'm opening a new business soon, can I order from you?

We work with businesses large and small. If you are able to match our opening order of $1000, please fill out our wholesale form and someone will a customer service rep will contact you within 2-3 business days to set up an account.

How do we import/export a product?

Since prices in either situation may be highly volatile, we ask that you request specific quotes on exact requirements. You can send us an email. For faster service, please send an email directly to your point of contact.

Who do we contact if we got the wrong product?

You can send us an email or fill out our contact form. For faster service, please send an email directly to your point of contact.

Who do we contact if we got overcharged?

You can send us an email or fill out our contact form. For faster service, please send an email directly to your point of contact.

What pack sizes do you carry?

We carry a variety of pack sizes depending on the product. In general, spices, beans, peas and lentils come in 55 lb packages, rice in 20 kg or 8 kg packs.  We also carry 900 g, 1 lb, and 2kg. Please contact us with the specific product of your interest.

How do we establish an account and get prices?

Please fill out the wholesale/retailer form to begin the process of opening an account. We will then assign a sales representative to understand your needs and provide you with pricing.

Can we pickup our order?

Yes, for orders over $500, pick-up is allowed. Please allow 24 hours to process and confirm the order before pick-up. Please email your order to your salesperson or customer service representative.

What are your hours for pickup?

Pickup orders are only available M-F, 10:30 am – 4:00 pm.

Do you deliver in our area?

We provide local delivery options throughout Ontario, Quebec, and NY/NJ. For larger orders, we have a wide coverage area so please contact us. Please provide your delivery address and the product/quantity required, if available.

We refused delivery, is there a redelivery charge?

There is a $60 charge for redelivery.

What are your delivery rates?

Montreal/Greater Montreal: Free delivery for orders over $500.
Surrounding areas: Free delivery for orders over $1000.
Ottawa: Free delivery for orders over $500.
Toronto/GTA: Free delivery for orders over $1000.
Surrounding Areas: Free delivery for orders over $1000.

$60 delivery charge otherwise.

What are your delivery options?

We offer door to door delivery in the GTA, Greater Montreal area, and Tri-State area .  Rates for delivery depend on the size of your order. $25/ hour if a helper is needed for delivery. No delivery in basements or areas reached through flights of stairs. Customer must make sure that there is parking space available for delivery.