Terms & Conditions

Last Updated: September 2026

Welcome to Terracotta Tummy! These Terms & Conditions apply when you visit our website, place an order, or purchase products from Terracotta Tummy Foods Inc. (“Terracotta Tummy,” “we,” “us,” or “our”).

By placing an order with us, you agree to the terms outlined below.

We want these terms to be clear and reasonable. If you ever have a problem with an order, please reach out to us at tat@terracottatummy.com. We genuinely want our customers to be happy and will do our best to find a reasonable solution.

1. Orders & Weekly Cutoff

Our menu, product availability and pricing may change from week to week.

Our standard weekly order cutoff is Friday at 8:00 PM. We may occasionally extend ordering into Saturday morning or another period at our discretion. An extension in one week does not change our standard Friday 8:00 PM cutoff for future orders.

Customers may modify or cancel their order before the applicable cutoff. Orders cancelled before the cutoff are eligible for a full refund.

After the cutoff, ingredients may have already been purchased and production planning may have begun. Changes and cancellations requested after the cutoff are handled on a case-by-case basis. When we are able to accommodate a cancellation after the cutoff, we may provide store credit rather than a refund to the original payment method.

2. Our Right to Cancel an Order

We reserve the right to cancel all or part of an order when reasonably necessary.

This may include product or ingredient availability, production or equipment issues, delivery limitations, obvious website or pricing errors, or an allergy or dietary request that we determine we cannot reasonably accommodate.

If we cancel an item or order that has already been paid for, we will refund the applicable amount.

3. Pricing, Discounts & Promotions

All prices shown on our website are in Canadian dollars unless otherwise stated.

While we do our best to ensure our website is accurate, mistakes can happen. If a product is listed at an obviously incorrect price due to a technical, typographical or other error, we reserve the right to cancel the affected order and refund the amount paid.

Discounts and promotional codes cannot be combined unless specifically stated otherwise.

Discounts cannot be applied retroactively to completed orders because our ordering system does not support this. If you contact us before the applicable order cutoff, we may be able to cancel your order so that you can place a new order using an eligible promotion.

Promotions may have individual eligibility requirements, conditions and expiry dates. These will be stated with the applicable promotion.

4. Delivery

Our regular home delivery window is Monday between 2:00 PM and 8:00 PM.

Delivery times within this window are estimates. Routing, order volume, traffic, weather, accidents and circumstances outside our reasonable control may affect arrival times.

When significant delays occur, we will make reasonable efforts to update affected customers by text message or through our delivery system.

Customers do not need to be home to receive a delivery. However, customers are responsible for providing the information and access reasonably required to complete delivery.

This includes providing an accurate delivery address, apartment or unit number, buzzer information and relevant delivery instructions.

Customers should also be reasonably available by phone, text or buzzer during the delivery window when building access may be required.

5. Delivery Tracking & Proof of Delivery

Customers may receive a live tracking link as well as delivery-related text messages or emails.

Our drivers may call or text customers when reasonably necessary to complete a delivery, including when assistance is required to access a building.

Our drivers generally take a photograph or otherwise record proof of delivery through our delivery system.

Customers may also have the ability to provide or update delivery notes through the tracking system.

6. Houses, Apartments & Unattended Deliveries

For houses and other locations where access is readily available, orders may be left at the door or another reasonably safe location.

For apartments, condominiums and secured buildings, customers are responsible for providing the access reasonably necessary for us to complete delivery.

If a driver cannot gain access, we may attempt to call, text or buzz the customer. When practical, a driver may wait or circle back later in the route. However, our drivers operate scheduled routes, and waiting or returning is not always feasible.

If access cannot be obtained, the order may be left in a reasonably safe location at or near the building entrance, and proof of delivery will be provided.

Once an order has been delivered to the address supplied by the customer and proof of delivery has been recorded, the customer is responsible for retrieving and properly storing the food.

Terracotta Tummy is not responsible for spoilage or deterioration resulting from an order being left unattended after delivery.

7. Address Changes & Redelivery

Please make sure your delivery information is correct when placing your order.

We will do our best to accommodate address changes requested before delivery routes begin.

Once a route has started, an address change may only be possible when the new address is reasonably close to the existing route.

When a delivery cannot initially be completed because access was unavailable, we may attempt another delivery when practical. Redelivery is generally limited to Vancouver and areas within a reasonable distance of our kitchen.

We cannot guarantee redelivery, particularly for customers in outlying delivery areas.

Depending on the circumstances, customers may instead be required to pick up their order or authorize the order to be left at an appropriate location.

We do not currently charge an additional fee when we are able to attempt redelivery.

8. Food Temperature & Ice Packs

Customers should retrieve and properly refrigerate their food as soon as possible after delivery.

Optional ice packs are available for purchase for $0.75 each to aid temperature control during and shortly after delivery.

Ice packs are optional and do not guarantee that food will remain at a safe temperature when an order is left unattended.

Customers remain responsible for promptly retrieving and appropriately refrigerating their food following delivery.

9. Insulated Delivery Bags

Orders are packaged in insulated bags as required based on the size of the order.

There is currently a charge of $0.60 per insulated bag required. Larger orders may require more than one bag and will be charged accordingly.

Customers are welcome to leave previously used Terracotta Tummy bags out for our drivers to collect.

Returned bags may be reused when they remain in appropriate condition or recycled when they are no longer suitable for reuse.

10. Pickup Orders

Our regular pickup window is Tuesday from 10:00 AM to 12:00 PM, unless otherwise communicated.

Customers are responsible for collecting their orders during the scheduled pickup window.

If you miss your scheduled pickup, your order will remain allocated to you. We may be able to accommodate pickup on Thursday or Friday.

However, delaying pickup does not extend the product's original shelf life or best-before date. Customers collecting an order late should pay particular attention to the best-before dates shown on the individual products.

Orders are not eligible for a refund or store credit solely because the customer failed to collect them during the scheduled pickup period.

11. Switching From Delivery to Pickup

If you originally selected and paid for delivery but would prefer to pick up your order, please contact us as early as possible.

When the change is made before delivery routes have begun, we can refund the applicable delivery fee.

Once routes have begun, we cannot guarantee that an order can be removed from its assigned route or that the delivery fee can be refunded.

12. Missing, Incorrect or Damaged Items

We put a lot of care into our food and genuinely want you to be happy with your order.

If an item is missing, incorrect, damaged or otherwise not as expected, please contact us as soon as reasonably possible at tat@terracottatummy.com.

Depending on the circumstances, we may offer a refund, store credit or another appropriate resolution.

Refunds returned to the original payment method may take approximately five business days to appear, depending on your financial institution and payment provider.

If you simply don't enjoy a particular dish, you're also welcome to contact us. Taste is subjective, so these situations are handled on a case-by-case basis, but we always appreciate the opportunity to hear about your experience and find a reasonable solution.

Nothing in these Terms limits rights or remedies available to consumers under applicable law.

13. Suspected Spoilage

If you believe a product has spoiled or may be unsafe to consume, please do not consume it and contact us as soon as possible.

We require a photograph of the affected product and its label so that we can investigate the issue.

Depending on the circumstances, an appropriate resolution may include a refund or store credit.

Our ability to assess a spoilage concern may depend on factors including the product's best-before date and whether the product was retrieved, refrigerated, handled and stored appropriately following delivery or pickup.

14. Shelf Life, Storage & Freezing

Unless otherwise indicated, our refrigerated prepared meals generally have an intended shelf life of approximately five days when properly refrigerated.

Individual products include best-before information on their labels. Customers should follow the date shown on the individual product.

Some products may freeze well. However, unless a product is specifically identified as freezer suitable, customers who choose to freeze a product do so at their own discretion.

Customers are responsible for properly storing, handling and reheating food after delivery or pickup and for following any instructions provided on the product label.

15. Allergies & Dietary Requirements

Terracotta Tummy is a vegan food business. However, our kitchen handles a variety of priority allergens and gluten-containing ingredients.

Ingredients handled in our kitchen include or may include:

Wheat/gluten, peanuts, tree nuts, sesame, soy, mustard and sulphites.

Although we take dietary requirements seriously and may take additional precautions when we are aware of an allergy or restriction, cross-contact may occur.

Customers may provide allergy and dietary information with their order. These notes are generally reviewed after the order has been submitted.

If we determine that we cannot reasonably accommodate a dietary requirement or allergy request, we may contact the customer to discuss available options or cancel and refund the affected product or order.

Because multiple allergens and gluten-containing ingredients are handled in our kitchen, we cannot guarantee the complete absence of cross-contact.

Customers with celiac disease, severe food allergies or other medically significant dietary restrictions should carefully consider this information when deciding whether our food is appropriate for them.

16. Gluten Wise

Certain Terracotta Tummy products may be identified as Gluten Wise.

For our purposes, Gluten Wise means the recipe is made without intentionally added gluten-containing ingredients based on the ingredients used in that recipe.

Terracotta Tummy is not a dedicated gluten-free facility. Wheat and other gluten-containing ingredients are handled and prepared within our kitchen, and cross-contact may occur.

A Gluten Wise designation should therefore not be interpreted as a guarantee that a product is free from gluten or cross-contact.

Customers with celiac disease, severe gluten sensitivity or other medically necessary gluten restrictions should take this into consideration when determining whether a Gluten Wise product is appropriate for them.

17. Ingredient Substitutions

We source ingredients based on factors including quality, availability, seasonality and cost.

From time to time, we may make reasonable substitutions to minor ingredients without prior notice.

We do not generally contact customers regarding minor substitutions. However, if a customer has disclosed a dietary restriction and a proposed substitution affects that restriction, we will make reasonable efforts to contact the customer or provide an appropriate alternative.

Ingredient substitutions may also cause the appearance of a finished product to differ somewhat from photographs displayed on our website.

Product photographs are provided as a general representation of our food. Because our meals are prepared by hand and ingredients may vary, the product received may not look identical to the photograph displayed online.

18. Nutritional Information

Calories, protein, carbohydrates, fat and other nutritional information provided by Terracotta Tummy are calculated using our recipes and available nutritional information for the ingredients used.

These values are estimates and are not laboratory-tested values for each individual meal.

Because our food is prepared and portioned by hand and ingredients may occasionally vary, the nutritional content of an individual serving may vary from the values displayed.

Nutritional information is provided for general informational purposes and should not be considered medical or individualized dietary advice.

19. Gift Cards

Terracotta Tummy gift cards do not expire, subject to applicable law.

Unused gift cards may be refunded within 30 days of purchase under our voluntary refund policy. Once any portion of a gift card has been redeemed, it is no longer eligible for a voluntary refund, except where otherwise required by law.

Gift cards cannot be exchanged for cash except where required by law.

Discount codes and promotional offers cannot be applied toward the purchase of gift cards unless specifically stated otherwise.

20. Refusal or Restriction of Service

We want interactions between our customers, staff and drivers to remain respectful and safe.

To the extent permitted by law, Terracotta Tummy reserves the right to refuse service, cancel an order or restrict future purchases where reasonably necessary due to circumstances including:

• suspected fraud;

• abusive, threatening or harassing behaviour toward our staff or drivers;

• intentionally false or repeated fraudulent refund or missing-item claims;

• misuse of promotional offers or discount codes;

• fraudulent payment disputes or chargebacks; or

• other conduct that materially interferes with our ability to safely and reasonably provide our products or services.

Where an already-paid order is cancelled by us, any refund entitlement will be handled in accordance with applicable law and the circumstances of the cancellation.

21. Website Information & Availability

We make reasonable efforts to keep our product descriptions, prices, availability, dietary information and other website content accurate and current.

Occasionally, information may contain errors or become outdated. We reserve the right to correct errors, update information or change product availability when reasonably necessary.

We cannot guarantee uninterrupted access to our website or ordering systems, particularly when interruptions result from maintenance, internet outages, third-party services or circumstances outside our reasonable control.

22. Intellectual Property

Unless otherwise indicated, the content of the Terracotta Tummy website—including our branding, logos, photographs, graphics, written content and original website materials—is owned by or licensed to Terracotta Tummy Foods Inc.

Our content may not be reproduced, republished, distributed or commercially used without our permission, except where permitted by law.

23. Third-Party Services

Our website, payment processing, delivery tracking and other aspects of our services may rely on third-party platforms and service providers.

We are not responsible for interruptions, outages or technical issues caused solely by third-party systems outside our reasonable control.

Nothing in this section limits any responsibility that cannot legally be excluded.

24. Limitation of Liability

To the extent permitted by applicable law, Terracotta Tummy Foods Inc. will not be responsible for indirect or consequential losses arising from circumstances outside our reasonable control.

This includes circumstances such as delays caused by severe weather, traffic incidents, service interruptions or a customer's failure to provide accurate delivery information, provide reasonable building access, retrieve a delivered order or properly store food following delivery or pickup.

Nothing in these Terms excludes, restricts or limits any liability or consumer right that cannot legally be excluded or limited under applicable law.

25. Privacy

We collect and use certain personal information in connection with orders, payments, customer service, delivery and operation of our website.

Our handling of personal information is subject to applicable privacy law.

A separate Privacy Policy will provide additional information about how Terracotta Tummy collects, uses and protects personal information.

26. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our operations, policies, products or applicable requirements.

The current version will be posted on our website with the date it was most recently updated.

Changes will apply going forward and will not retroactively alter completed transactions except where required by law.

27. Governing Law

These Terms & Conditions are governed by the laws of the Province of British Columbia and the applicable federal laws of Canada, subject to any mandatory consumer protection rights or jurisdictional requirements that apply.

28. Contact Us

Questions about these Terms & Conditions or an order can be directed to:

Terracotta Tummy Foods Inc.
Email: tat@terracottatummy.com

We want you to have a great experience ordering from Terracotta Tummy. If something goes wrong, please reach out—we'd always prefer the opportunity to understand the issue and work toward a reasonable solution.