A man and woman hugging their child in a rustic warm kitchen.

Frequently Asked Questions

About Our Service
What is Doorstep Refillery?

Doorstep Refillery is Calgary's first delivery-based refill service for natural household and personal care products. We bring eco-friendly essentials right to your door in reusable containers, then collect the empties when you're ready for a refill. It's sustainable living made simple!
How is Doorstep Refillery different from other refill shops?

Unlike traditional refill shops where you need to visit a physical store, we bring the refillery experience directly to your doorstep. This saves you time and the hassle of transporting containers back and forth. We're also focused on making eco-friendly products affordable for everyday families, bridging the gap between sustainability and budget-friendly options.
What areas do you deliver to?

We currently serve all areas within Calgary city limits. We've divided Calgary into five delivery zones (North, South, East, West, and Central) with specific delivery days for each zone to ensure efficient service.
Who is behind Doorstep Refillery?

We're a small team of environmental scientists, parents, and proud Calgarians who understand both the science behind product ingredients and the practical needs of busy families. We created Doorstep Refillery because we wanted to make sustainable living more accessible, affordable, and convenient for our community.

Getting Started
How do I start using Doorstep Refillery?

It's easy! Visit our website, create an account, become a member, and place your first order. We recommend starting with a few essential products to try the service. Your first delivery will include your selected products in our reusable containers.
Is there a minimum order?

There's no minimum order requirement.
Can I pause or skip deliveries?

Absolutely! There's no subscription or commitment required. Order as frequently or infrequently as you like.
Do you offer gift cards or the ability to gift a starter kit?

Yes! Doorstep Refillery gift cards make wonderful presents for new parents, housewarming gifts, or anyone interested in sustainable living. You can purchase digital gift cards on our website or include a physical gift card with any delivery.

How It Works
How do I place an order?

Ordering is simple! Visit our website products page, browse our products, select the items you want, choose your delivery zone, and check out. If you're a first-time customer, you'll pay a one-time membership fee that includes free lifetime delivery, container set up, no order obligation). For returning customers, the process is even easier as we'll swap your empties for filled containers.
What is your delivery schedule?

We deliver to different Calgary zones on specific days:

  • Monday: Northwest Calgary
  • Tuesday: Northeast Calgary
  • Wednesday: Southwest Calgary
  • Thursday: Southeast Calgary
  • Friday: Central Calgary
How much is delivery?

Delivery is free for all members.
What if I'm not home for my delivery?

No problem! During checkout, you can specify a safe place for us to leave your delivery (porch, side door, etc.) and pick up any empty containers you've left out. We'll send you a notification when your delivery has been made.

Can I request a specific delivery time?

While we can't guarantee exact delivery times, we provide 2-hour delivery windows. If you have special timing needs, please note them in the delivery instructions section when placing your order. We will do our best to respect your schedule.

Products & Pricing
What types of products do you offer?

We offer a carefully selected range of natural, eco-friendly products including:

  • Cleaning supplies (all-purpose cleaners, glass cleaners, etc.)
  • Laundry products (powder detergent, liquid soap)
  • Dish soaps and dishwasher detergents
  • Personal care items (hand soap, body wash)
  • Specialty home products

All products are chosen for their effectiveness, natural ingredients, and value.
Are your products really natural? What does that mean?

Yes! We define "natural" as products made without harsh chemicals like parabens, phthalates, synthetic fragrances, and other potentially harmful ingredients. As environmental scientists, we carefully evaluate each product's ingredients and environmental impact. We prioritize biodegradable formulas and plant-based ingredients that are gentle on your family and the planet.
How do your prices compare to grocery store products?

Our prices are competitive with mid-range and natural product brands found in grocery stores. While some of our products might cost slightly more than the cheapest conventional options, they're typically less expensive than premium natural brands. Plus, by eliminating single-use packaging and delivering in bulk, we're able to offer better value over time.
Do you offer samples to try before committing to full-size products?

Yes! We understand trying new products can be a risk. For first-time customers, we offer small sample sizes of selected products. Just note your interest in samples when placing your order, and we'll include them with your delivery.
Can I order different products each time?

Absolutely! You can try different products with each order. There's no subscription or commitment required.

Container System
How does your container system work?

We use glass mason jars with colored bands to identify different product types. Your membership price includes the initial container set up. For future orders, simply leave your empty, rinsed containers out on delivery day, and we'll swap them for filled ones.
What is the container deposit fee?

All container costs are included in the initial membership fee. Future orders will swap the old used containers for new ones, so no new deposit fees will be collected.
How do I know which products come in which container sizes?

We currently carry all products in mason jars measuring one quart (32 oz or 0.95 L). We will soon have more products and more sizes available.
Do I need to clean the containers before returning them?

We ask that you give containers a quick rinse before returning them. No need for thorough cleaning or sanitizing—we handle that part with our commercial-grade sanitization process that meets all health regulations.
What if a container breaks or gets lost?

We understand accidents happen! If a container breaks or gets lost, you will have a $1 donation at the next check out.

Sustainability
How much waste does using your service actually save?

The average Canadian household discards approximately 50-100 plastic bottles annually from cleaning and personal care products alone. By switching to our refill service, you can eliminate virtually all of this packaging waste.

Are your operations eco-friendly too?

Yes! Beyond our refill model, we optimize delivery routes to minimize fuel consumption, package orders in reusable totes, and operate with minimal paper usage. Our sanitization process is also designed to be water and energy efficient.
Do you accept containers from other brands?

Currently, we use our standardized glass mason jars to ensure quality control and efficient operations. However, you can use your favorite containers in your household.

Contact & Support
How can I contact you with questions?

We're here to help! You can reach us by:
Do you have a physical location I can visit?

We're primarily a delivery-based service without a storefront. This allows us to keep our prices affordable and focus on bringing products directly to you. However, we occasionally participate in local markets and events around Calgary—follow us on social media to stay updated!
Can I request products that aren't currently offered?

Absolutely! We love hearing what our customers want. Send us your product suggestions through our website or email, and we'll consider adding them to our selection. We have a large supplier base and we can update our products based on your preferences.
How can I stay updated on new products and promotions?

Follow us on social media for updates on new products, promotions, and sustainability tips.

Returns & Satisfaction
What if I don't like a product?

We want you to love everything from Doorstep Refillery! If you're not satisfied with any product, we offer a 30-day return policy. Simply let us know, and we'll collect the product (even if partially used) during your next delivery and process a refund or exchange.
Can I return a product if I've used some of it?

Absolutely! We understand you need to try a product to know if it works for you. We accept returns of products that are up to 50% used within 30 days of delivery.
How do I provide feedback about products?

We love hearing from our customers! You can provide feedback through your account on our website, by email, or by leaving a note with your empty containers. Your input helps us improve our selection and service.