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Ask us

Looking for more information? Here you'll find answers to our most frequently asked questions.


What products does Nestlé sell and where can I buy them?

Our portfolio covers almost every food and beverage category – giving consumers tastier and healthier products to enjoy at every eating occasion and throughout life’s stages including times of special nutritional need.

Our most popular brands include Nescafé, Kit Kat, Aero, Smarties, Delissio, Lean Cuisine, Häagen-Dazs, Skinny Cow, and Carnation amongst many other consumer favourites and they can be found at all major retailers across Canada. Please visit the brands section on Nestle.ca to find a complete list.

What should I do if I hear about a product recall?

If you are looking for information about a product recall, visit the Press Release section on our website. You can also get in touch with our Consumer Care team at 1-800-387-4636.

How can I tell where my product is from?

All prepackaged food products sold in Canada are required to be labelled with the identity and principal place of business of the company responsible for the product, such as the importer or manufacturer.

When a food product is wholly manufactured outside of Canada, the label must show that the product is imported. This information can be provided in one of three ways:

  • The identity and principal place of business of the foreign manufacturer, or
  • The statement 'imported for' or 'imported by' followed by the identity and principal place of business of the Canadian company;
  • The identity and principal place of business of the Canadian company with the country of origin of the product.

For more information on labeling requirements in Canada please visit the Canadian Food Inspection Agency at www.inspection.gc.ca.

Quality & Safety

Should I be concerned about finding white flakes in my bottled water?

No. During the winter months in Canada, some cases of bottled water may freeze during transport and thaw out when placed on display in a retail outlet. From time-to-time during the freeze-thaw process, white flakes can be seen floating in some bottles. Retailers and consumers alike need not be concerned. These are flakes of calcium, which is a naturally-occurring mineral found in water that is essential for strong bones and teeth that plays an important role in blood clotting, muscle contraction, hormonal secretion, and normal nervous system function. These flakes develop during the freeze-thaw process when the calcium separates from other naturally-occurring minerals found in water. These flakes have no taste and leave no residue. Further, Health Canada is not aware of any substantiated evidence to suggest that freezing bottled water causes the release of toxic chemicals from the plastic. Any possible migration of chemicals from plastic water bottles is actually expected to be lower under freezing temperatures.

I found something in my product what should I do?

Our Consumer Care team would be happy to assist you and we invite you to give us a call at 1 800 387-4636. We encourage you to have the product information handy when you call. (Product Name, UPC, Manufacturing Code).

Must I follow the preparation instructions on the package?

Our products go through stringent testing. To ensure the highest level of product quality and experience we encourage our consumers to follow the preparation instructions found on the packaging.

How do I find out about Allergens in your products?

To help you make informed choices, major allergens present in a food are labeled in the ingredients list of this food, according to the Canadian Food Inspection Agency and following our internal Nestlé guidelines even if present in small quantities.

In case of cross-contact with a major allergen that cannot be eliminated, a precautionary statement such as 'May contain [Allergen]' appears on the food label after the ingredient list.

In case of an allergy, make sure to read the label every time.

General Company Information

Where can I find the address of a local Nestlé office?

All our local offices are listed in our section called Nestlé Worldwide.

Click on the map or navigate to the country.

Is Nestlé a Swiss company?

Yes, the company is listed in Switzerland. Our headquarters are in Switzerland (in Vevey, on Lake Geneva), we do report our consolidated accounts in Swiss francs (CHF) and about one third of our shareholders are Swiss. However, only about 2% of the Company's sales are recorded in Switzerland and a vast majority of Nestlé staff and assets are located outside the country.

Can Nestlé sponsor me or make a donation to my event?

At Nestlé, we are committed to supporting the communities in which we work and live and actively promote our corporate philosophy – Good Food, Good Life.

Visit our website – www.corporate.nestle.ca – to review our donations guidelines and to submit a product donation request.

If you wish to discuss a donation request for a group or event, please submit contact: donations@ca.nestle.com.

Where do I find coupons and promotions?

Many people ask us where they can find coupons, special offers and samples of our products. As these offers vary we recommend you take a look at your favourite brand's website or Facebook page.

Please also visit our Special Offers section of www.madewithnestle.ca

How do I contact Consumer Care?

You can send us an e-mail through our Contact Us Form or call our Consumer Care team at 1‑800‑387‑4636.

I would like to work at Nestlé. Where can I find a job?

We are always looking for people to join our team. For career opportunities in Canada, please visit our Careers section on corporate.nestle.ca. You can also browse our global vacancies and submit an application through our online Careers section on nestle.com.

Does Nestlé Canada solicit consumers to participate in paid research programs?

Nestlé Canada takes brand and consumer protection seriously.  Recently, we became aware of fraudulent letters contacting consumers requesting personal information with a promise of financial gain.  The cases reported identify a letter titled “Nestlé Canada Inc Research Program” stating that you have been selected to participate in a Customer Research/Mystery shopper program. A cheque in the name of the receiver is also enclosed with this letter. Consumers are then asked to contact a supposed Research Associate to cash the enclosed cheque. 

Please be informed that these are fraudulent letters & cheques and we suggest that you not engage, and contact your local authorities. We ourselves have advised the authorities who are investigating the issue.

Nestlé Canada does not do business this way. We are in no way associated with these letters and cheques. Our name is being used fraudulently and without permission. PLEASE DO NOT REPLY TO THESE TEXT MESSAGES, EMAILS OR LETTERS WITH ANY INFORMATION.  

You have received similar messages? Please click here to contact our Consumer Services team with any further questions, or to report an incident). 

We also recommend you report the incident to your local police.  


Marketing of Breastmilk Substitutes

Did Nestlé donate infant formula as part of the humanitarian response in the Philippines?

In line with the World Health Organization (WHO) Guiding Principles for feeding Infant and Young Children during Emergencies, Nestlé does not donate infant formula to individuals or organizations. According to WHO and the United Nations Children's Fund (UNICEF), emergencies do not justify routine distribution and use of breast-milk substitutes, and conditions prevailing during emergencies tend to aggravate the health risks for infants that cannot be breastfed. As such, we did not donate infant formula in response to typhoon Haiyan (Yolanda) in the Philippines in 2013. Through our cooperation with government authorities and aid organizations we donated funds, 300,000 micronutrient-fortified, ready-to-eat and ready-to-drink products (no breastmilk substitutes) and clean water.

How do you respond to the claims that marketing by infant formula companies influences women’s decisions when it comes to how they will feed their babies?

At Nestlé we firmly believe breastmilk is the best nutrition for infants.  We are committed to the health and wellness of mothers and babies and support the World Health Organization’s (WHO) recommendation of six months exclusive breastfeeding, followed by the introduction of adequate nutritious complementary foods along with sustained breastfeeding up to two years of age and beyond. For infants who cannot be breastfed, infant formula is the only suitable breastmilk substitute recognized by the WHO.

We comply with the WHO Code as implemented by national governments everywhere in the world, as a minimum. We voluntarily apply our own stringent policy when it is stricter than national Code in 152 countries considered to be higher-risk in terms of infant mortality and malnutrition. Nestlé is the only infant formula company included in the FTSE4Good Index, which assesses our practices against a set of strict criteria. We transparently report on our progress on our corporate website where you can better understand our commitment to breastfeeding and those crucial first 1,000 days of life.

Why do you send samples of infant formula to new mothers?

In 152 higher-risk countries, we do not give free supplies of infant and follow-up formula (for babies under 12 months of age) to health facilities, nor do we give free samples to mothers. In Canada, we do not offer promotional samples of infant formula to mothers unless specifically requested. Mothers who opt-in to the Nestlé Baby Program receive complimentary samples of infant formula along with coupons, promotional and other information.

Does Nestlé Canada provide financial compensation for hospitals to use its formula?

No, Nestlé does not provide financial compensation to hospitals to use our formula.