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Welcome to Nestlé Canada Consumer Care. We're here to help with all your questions, comments, concerns, and cravings!

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If you are a retailer, please contact our Customer Service Department at 1-800-500-5634 or access your account online:https://Nestléconnect.ca. For ice cream products, please call 1-888-763-7853. For water product please call 1-888-565-1445. Bulk orders through Nestlé have size requirements, for one time orders or smaller orders, we recommend you visit your closest wholesaler.

Here are the answers to our most frequently asked questions.

Products

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

Our product portfolio covers almost every food and beverage category for your entire family. We make meals that complement busy days, and warm sips to savour with slow moments. We also make nutrition solutions to help you through different life stages.

To discover more about our products visit www.madewithnestle.ca page.

Our products are sold across the Canada at all major retailers. If your favourite product is not in stock, consider speaking to the store manager to order it in. Ultimately, each retailer decides which of our brands and flavours they wish to carry.

We also offer the option to buy online for select products. Simply visit the Product page on our website.  

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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.

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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.

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Where do I find coupons and promotions?

We are pleased to introduce myNestlé – a place where you can get great perks from your favourite Nestlé brands. Join now and discover exclusive promotions, exciting contests, and information that’s just for you. From contests to coupons and recipes, there’s something for everyone.

Visit https://my.nestle.ca/ today to sign up.

For our Infant Products, we are pleased to offer the Nestle Baby Program designed to offer unique mommy perks for every stage of your little one’s development. Please visit http://www.nestle-baby.ca/en for additional information and to sign up. 

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I love a product and cannot find it anywhere, what is going on?

We produce and market a wide range of foods and beverages which satisfy many consumer needs – nutrient content, variety, pleasure and convenience – with the aim to enabling our consumers to achieve a balanced diet and overall well-being.

Above all, we listen to our consumers and adapt our offering to changing preferences. Sometimes the demand for a particular product changes and on these occasions, it may be replaced with a product that is better suited to our consumers’ preferences.

We recommend you visit the individual Product pages on www.madewithnestle.ca to see the latest products offerings for each of our brands. You may discover some fun new flavours that can become your new favourites. 

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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.

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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).

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.  

 

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I am interested in touring a Nestlé factory.

Our manufacturing facilities are dedicated to producing the highest quality products you have come to expect from Nestlé. Due to regulatory requirements and our commitment to safety and quality we are not generally able to provide public factory tours. Special instances may arise and we encourage you to check out our corporate website and Facebook page for more details when these are announced.

Recently we invited media into our confectionery factory. Here is a link to the article and a photo blog from this media visit.

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I am doing a school project and would like specific information on Nestlé.

All non-proprietary information about our company can be found online by visiting our corporate site, our global site www.nestle.com or the individual Brand pages through www.madewithnestle.ca.

 

You may also refer to our investor website for financial information available to the public.

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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.

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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.

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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.

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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.

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Health & Nutrition

How do I know if the product is suitable for my dietary needs?

For the most up to date information on our products we recommend referring directly to the label. The  ingredients are in descending order by weight. If it is not listed on the label, it is not present in a significant amount according to the Food and Drug Regulations in Canada.

Our labels will list any of the priority allergens if contained in the product or as a ‘May contain’ statement if there is any possibility of cross-contamination.

 In Canada, there are ten (10) priority food allergens that must be labelled on all packaging:

  1. Peanuts
  2. Tree Nuts (Almonds, Brazil nuts, cashew nuts, hazelnuts, macadamia nuts, pecans, pine nuts, pistachios, walnuts)
  3. Sesame Seeds
  4. Milk
  5. Eggs
  6. Fish, crustaceans, shellfish
  7. Soy
  8. Wheat
  9. Sulphites (Any more then 10 ppms)
  10. Mustard
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How do I know if a product is peanut free?

We always recommend referring to the label for the most up to date information.

Our Peanut Free Promise:

At Nestlé Canada, we are committed to providing our very best chocolate bars – KIT KAT, COFFEE CRISP, AERO and SMARTIES – in treat size formats that are made in a Peanut Free Facility. Our ‘Peanut Free’ seal, on the front of all Nestlé Snack Size Formats, identifies that they were produced in a Peanut Free Facility. Read more: https://www.madewithnestle.ca/peanut-free

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Do you offer Gluten Free Products?

We will indicate directly on the packaging if one our products is gluten free,  such as our TURTLES Classic Recipe and other select TURTLES products.

We encourage you to speak to your healthcare professional if you have any concerns. 

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Nestlé in Society

I want to know more about Nestlé’s Water Operations in Canada.

Water sustainability is Nestlé Waters Canada’s number one priority. Visit our AskNestlé site - https://corporate.nestle.ca/en/ask-nestle - to find out more about our operations in Canada and find answers to the most frequently asked questions.

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I want to know more about Nestlé’s sourcing and labour practices

You can learn more about how we do business under our Nestlé in Society pages https://www.corporate.nestle.ca/en/creatingsharedvalue

You can also check out theNestlé Cocoa Planwhich aims at improving the lives of farmers in our cocoa supply chain. https://corporate.nestle.ca/en/ask-nestle

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    Our Nestlé Canada Consumer Care Specialists are available to help you directly, Monday-Friday 9am to 6pm and Saturday 10am to 6pm EST.

    Nestlé Canada Consumer Care Centre

    P.O. Box 26028, Nepean, Ontario, K2H 9R0

    Fax: 613 721-6521

    Nestlé

    Food

    1 800 387-4636

    Nestlé

    Infant Nutrition

    1 800 387-5536

    Nestlé

    Water

    1 800 333-4979

    Nestlé

    Health Science

    1 800 565-1871

    Häagen-Dazs

    1 866 963-7853

    Dolce Gusto

    1 888 809-9267

    Looking for another Nestlé company? Additional Consumer Care Specialists are available.

    Purina

    1 800 268-5345

    Hours of Operation

    24/7

    More Info

    Nespresso

    1 800 387-4636

    Hours of Operation

    24/7

    More Info

    Galderma

    1 800 387-4636

    Hours of Operation

    Monday to Friday

    8:30am - 4:30pm

    More Info

    Nestlé

    Professional

    1 800 288-8682

    Hours of Operation

    Monday to Friday

    8:30 – 4:30pm

    More Info