HELP & SUPPORT
Frequently Asked Questions
Everything you need to know about our non-alcoholic beers, wines, and spirits, shipping across Canada, cold-weather protection, The Søbr Market Taste Guarantee, and shopping in our bottle shops.
Shipping, Delivery & Pickup
How do I qualify for Free Canada-Wide Shipping?
We offer FREE standard shipping across Canada on all orders over $150 CAD (calculated before taxes and after promotional discounts). For orders under $150 CAD, competitive weight-based carrier rates and flat-rate options are calculated transparently at checkout.
What carriers do you use and how long does delivery take?
We partner with Canada Post, UPS, FedEx, and Purolator to ensure delicate glass and liquid items arrive quickly and safely. Estimated regional transit times once dispatched:
- Ontario & Manitoba: 1–3 business days
- Western Canada (AB, BC, SK): 2–5 business days
- Quebec & Atlantic Canada (NB, NS, PE, NL): 3–6 business days
- Territories & Remote Areas: 5–9 business days
- United States: 4–8 business days
- International Destinations: 7–14 business days
Tracking notifications are emailed automatically when your package leaves our warehouse.
How does Winter Shipping and temperature protection work?
During Canadian freezing temperatures (typically November through March), a $10 seasonal cold-weather fee is applied to ground shipping orders. This covers specialized thermal insulation and temperature-controlled transit to prevent bottles from freezing or shattering. To ensure products are never left outdoors in the cold, a signature is required for all winter deliveries.
Can I pick up my order in-store?
Yes! Free in-store pickup is available at all 10 Søbr Market bottle shops across Alberta, British Columbia, Manitoba, and Ontario. Most pickup orders are ready within one hour during business hours. You will receive an email confirmation as soon as your order is ready for pickup.
What should I do if a bottle arrives damaged or broken?
If your package appears damaged upon arrival, please accept the delivery (do not reject the parcel) and email us immediately at orders@thesobrmarket.com within 7 days with your order number and photos of the external packaging, inside box, and damaged items. We will promptly issue a replacement or store credit.
The Søbr Market Guarantee & Returns
What is The Søbr Market 100% Taste & Satisfaction Guarantee?
We want you to explore alcohol-free beverages with total confidence. If you try a product and aren't completely happy for any reason—including the taste—we will make it right. You can choose a full refund, replacement, or store credit. There is no ticking clock to submit a claim. Simply use the claim link in your post-order email or contact orders@thesobrmarket.com.
How do standard returns work for unopened items?
Unopened and unused products in original packaging and condition can be returned within 14 days of purchase or delivery. In-store purchases can be returned directly to the bottle shop location where purchased. Online orders can be returned to our central warehouse once authorized by contacting customer care.
Are any products excluded from returns?
Gift cards, final clearance items, and select limited-production releases (clearly indicated on the specific product page) are final sale and excluded from standard return procedures.
Products, Ingredients & Alcohol Content
What is the difference between 0.0% ABV and <0.5% ABV?
In Canada and internationally, beverages containing under 0.5% ABV are legally considered non-alcoholic. Trace amounts of alcohol (<0.5%) naturally occur during fermentation and dealcoholization, comparable to trace amounts in a ripe banana or kombucha. True 0.0% ABV beverages have no detectable alcohol whatsoever. We clearly label each product as either 0.0% or <0.5% ABV so you can choose what best fits your needs.
Are non-alcoholic drinks safe for pregnancy, nursing, or medications?
Many expecting and nursing mothers enjoy our 0.0% ABV beers, dealcoholized wines, and RTD mocktails. However, because everyone's medical history is unique—and because certain functional drinks contain active botanicals or adaptogens—we advise reviewing individual ingredient lists and consulting your healthcare professional before consuming.
What are functional beverages, adaptogens, and nootropics?
Functional beverages are infused with active botanical extracts, adaptogens (such as ashwagandha, reishi, and holy basil), and nootropics (such as L-theanine and magnesium) designed to promote relaxation, mental focus, or social ease without alcohol or morning-after hangovers.
How should non-alcoholic beverages be stored after delivery?
Store non-alcoholic beers, ciders, and sparkling wines in a cool, dark space or refrigerate immediately for peak freshness. Once opened, dealcoholized wine should be recorked and refrigerated, best enjoyed within 3–5 days. Ready-to-drink mocktails and beers are best enjoyed fresh upon opening.
Bottle Shops & Retail Experience
Where are The Søbr Market retail bottle shops located?
We have 10 physical locations across 4 Canadian provinces: Calgary (Alberta), Kelowna & Vernon (British Columbia), Winnipeg (Academy Rd & Lombard) & Dauphin (Manitoba), and Burlington, Danforth, Summerhill, & The Well in Toronto (Ontario). View exact addresses, maps, and hours on our Store Locations page.
Can I sample beverages in-store before buying?
Yes! Every Søbr Market retail shop offers complimentary in-store tasting. Our staff will happily pour samples of non-alcoholic spirits, wines, and craft beers so you can discover your favourites with zero guesswork.
Do you offer wholesale accounts for restaurants, bars, and retailers?
Yes! We supply restaurants, bars, event venues, and specialty grocers with curated non-alcoholic portfolios and category training. Visit our Wholesale Account Sign Up page or email wholesale@thesobrmarket.com to get started.
Still Have Questions?
Our customer care team is available Monday through Friday, 9:00 AM – 5:00 PM CST. We typically respond within 24–48 hours.
Email: info@thesobrmarket.com | Phone: +1 (204) 221-1582