FAQ

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Booking

What do I need to submit prior to commencing this service?


You must submit the appropriate Needs Assessment Form in order to proceed with booking a consultation. This is a mandatory form that will kickstart the booking process. We cannot process your booking without receiving a completed Needs Assessment Form at least 48 hours prior to your selected appointment time, even when the consultation has been pre-paid for. Without a completed form, we retain the right to decline the inquiry and the client waives any and all guarantees.




What time zone do you operate in?


Eastern Standard Time (New York/Toronto).




How do I book an Express Consult?


  1. Complete and submit the relevant Needs Assessment Form. This form must first be completed in order to proceed with booking an appointment.

  2. Go to the Book Online page and select the desired length of your appointment: 15 mins, 30 mins, 45 mins, or 60 mins.

  3. Select your appointment time on the booking calendar.

  4. Pre-pay for the appointment. (Pre-payment is mandatory for this service.)

  5. Receive your confirmation email with any additional instructions.





Payment

What currency are the fees listed in?


All pricing is in Canadian dollars unless otherwise specified. (Other possible currencies include: US, Euro or Sterling/UK.)




What methods of payment are accepted when pre-paying for an Express Consult?


We accept payment for this service through credit card (Visa, Mastercard, American Express), debit card, and PayPal.




Do I have to pre-pay for my Express Consult?


Yes! All scheduled Express bookings are pre-paid via our online booking system. You can purchase Express consults in 15-minute increments up to 60 minutes per booking.





Cancellations & Refunds

What if I need to cancel my Express Consultation?


If you need to cancel an Express Consult, you may do so prior to 6 hours before your appointment time to get a full refund minus a 10% processing fee (refunds will be issued to your original method of payment within 10 business days). Any cancellations made within 6 hours of your scheduled booking time will not be eligible to receive a refund.

We reserve the right to reschedule any appointment based on the availability of our Experts.

View our full Cancellation Policy here.




What if I am not happy with the service provided?


We offer a CTS Happiness Guarantee: we will provide a full refund minus a 10% processing fee if you are not satisfied with your consult.




What if you are unable to solve my problem?


If we can’t answer, you don’t pay! In the event that you have pre-paid for an Express Consult and – after reviewing your completed Needs Assessment Form – we determine that we will be unable to answer your question(s) submitted in the Form, we will contact you within 48 hours to:

  1. cancel your booking

  2. refund the full amount of your pre-paid Express Consult (refunds will be issued within 10 business days to your original method of payment)

  3. explain why we are unable to answer your question and (when possible) provide an alternative solution or refer you to someone who can assist you.

This only applies if you filled out the Needs Assessment Form to completion with adequate details. If a Needs Assessment Form was not submitted prior to the call and/or if the question(s) being asked during the consult are NOT aligned with the Needs Assessment Form submitted, we retain the right to decline the inquiry or end the call, and the client waives any and all guarantees.





About this service

What channels of communication are supported with Express Consults?


Consultations can be done by voice call (telephone, WhatsApp), video conference (Zoom, FaceTime), or our website e-chat (located in the bottom right corner of any page).

(Data rates and long-distance charges may apply depending on your mobile phone plan. Contact your carrier for details.)




Can I virtually share relevant files with you for the session?


Yes! Prior to or during a consultation, you can share files with us by attaching them to your Needs Assessment Form, or sending them through our website e-chat (located in the bottom right corner of any page), or emailing them to us at hello@concepttoshelf.com.




How much does this service cost?


Our Introductory Rate is only $1 per minute (plus tax)! Valid through Oct 1st, 2020.

This service is in Canadian funds




What does Express Consulting entail?


These are pre-paid virtual express consultations of 15 to 60 minutes. Ask our experts a quick question and get a quick answer! This is the most efficient way to solve a small problem or get expert advice about the next steps of your project.




Is this a virtual or onsite service?


This service is offered virtually.




What language(s) is this service provided in?


This service is provided in English.




Is there a required minimum or maximum amount of time for booking an Express Consult?


Yes! This service is billed in 15-minute increments: the minimum amount of time is 15 minutes, and the maximum amount of time is 60 minutes.




Can I extend the duration of the consult while the consult is in session?


We will always try our best to accommodate extensions to ongoing Express Consults, subject to availability – as long as your original booking was for less than 60 minutes.

If needed, we also offer longer consultations for 2+ hours of virtual consultation services (see Virtual Consulting FAQ below).




Do I need to have my questions(s) prepared prior to the consultation?


Yes! You must complete and submit the appropriate Needs Assessment Form prior to your scheduled booking time. You can also submit your question(s) to hello@concepttoshelf.com outlining in the subject line what area of support your are in need of eg. PD, QA, Food Labelling/RA, B to B Sales Support (Food Broker), Other/Not Sure).




Is there a limit to the number of questions I can ask per session?


Yes! You may ask 1 question per 15-minute session.
If you book a 30-minute session, you can ask a maximum of 2 questions.
If you book a 45-minute session, you can ask a maximum of 3 questions.
If you book a 60-minute session, you can ask a maximum of 4 questions.

The reason for this limitation is because, in addition to the actual booked session time, our experts are required to thoroughly prepare for each call beforehand in order to ensure that they provide the most effective results during your consult. We want to make sure that our experts can fully respond to your question(s) with in-depth analysis rather than rushing through any answers.





FAQ: Express Consulting

15-min phone/e-chat consultations

 

Booking

What do I need to submit prior to commencing this service?


You must submit the appropriate Needs Assessment Form in order to proceed with booking a consultation. This is a mandatory form that will kickstart the booking process. We cannot process your booking without receiving a completed Needs Assessment Form at least 48 hours prior to your selected appointment time, even when the consultation has been pre-paid for. Without a completed form, we retain the right to decline the inquiry and the client waives any and all guarantees.




What time zone do you operate in?


Eastern Standard Time (New York/Toronto).




How do I book an Express Consult?


  1. Complete and submit the relevant Needs Assessment Form. This form must first be completed in order to proceed with booking an appointment.

  2. Go to the Book Online page and select the desired length of your appointment: 15 mins, 30 mins, 45 mins, or 60 mins.

  3. Select your appointment time on the booking calendar.

  4. Pre-pay for the appointment. (Pre-payment is mandatory for this service.)

  5. Receive your confirmation email with any additional instructions.





Payment

What currency are the fees listed in?


All pricing is in Canadian dollars unless otherwise specified. (Other possible currencies include: US, Euro or Sterling/UK.)




What methods of payment are accepted when pre-paying for an Express Consult?


We accept payment for this service through credit card (Visa, Mastercard, American Express), debit card, and PayPal.




Do I have to pre-pay for my Express Consult?


Yes! All scheduled Express bookings are pre-paid via our online booking system. You can purchase Express consults in 15-minute increments up to 60 minutes per booking.





Cancellations & Refunds

What if I need to cancel my Express Consultation?


If you need to cancel an Express Consult, you may do so prior to 6 hours before your appointment time to get a full refund minus a 10% processing fee (refunds will be issued to your original method of payment within 10 business days). Any cancellations made within 6 hours of your scheduled booking time will not be eligible to receive a refund.

We reserve the right to reschedule any appointment based on the availability of our Experts.

View our full Cancellation Policy here.




What if I am not happy with the service provided?


We offer a CTS Happiness Guarantee: we will provide a full refund minus a 10% processing fee if you are not satisfied with your consult.




What if you are unable to solve my problem?


If we can’t answer, you don’t pay! In the event that you have pre-paid for an Express Consult and – after reviewing your completed Needs Assessment Form – we determine that we will be unable to answer your question(s) submitted in the Form, we will contact you within 48 hours to:

  1. cancel your booking

  2. refund the full amount of your pre-paid Express Consult (refunds will be issued within 10 business days to your original method of payment)

  3. explain why we are unable to answer your question and (when possible) provide an alternative solution or refer you to someone who can assist you.

This only applies if you filled out the Needs Assessment Form to completion with adequate details. If a Needs Assessment Form was not submitted prior to the call and/or if the question(s) being asked during the consult are NOT aligned with the Needs Assessment Form submitted, we retain the right to decline the inquiry or end the call, and the client waives any and all guarantees.





About this service

What channels of communication are supported with Express Consults?


Consultations can be done by voice call (telephone, WhatsApp), video conference (Zoom, FaceTime), or our website e-chat (located in the bottom right corner of any page).

(Data rates and long-distance charges may apply depending on your mobile phone plan. Contact your carrier for details.)




Can I virtually share relevant files with you for the session?


Yes! Prior to or during a consultation, you can share files with us by attaching them to your Needs Assessment Form, or sending them through our website e-chat (located in the bottom right corner of any page), or emailing them to us at hello@concepttoshelf.com.




How much does this service cost?


Our Introductory Rate is only $1 per minute (plus tax)! Valid through Oct 1st, 2020.

This service is in Canadian funds




What does Express Consulting entail?


These are pre-paid virtual express consultations of 15 to 60 minutes. Ask our experts a quick question and get a quick answer! This is the most efficient way to solve a small problem or get expert advice about the next steps of your project.




Is this a virtual or onsite service?


This service is offered virtually.




What language(s) is this service provided in?


This service is provided in English.




Is there a required minimum or maximum amount of time for booking an Express Consult?


Yes! This service is billed in 15-minute increments: the minimum amount of time is 15 minutes, and the maximum amount of time is 60 minutes.




Can I extend the duration of the consult while the consult is in session?


We will always try our best to accommodate extensions to ongoing Express Consults, subject to availability – as long as your original booking was for less than 60 minutes.

If needed, we also offer longer consultations for 2+ hours of virtual consultation services (see Virtual Consulting FAQ below).




Do I need to have my questions(s) prepared prior to the consultation?


Yes! You must complete and submit the appropriate Needs Assessment Form prior to your scheduled booking time. You can also submit your question(s) to hello@concepttoshelf.com outlining in the subject line what area of support your are in need of eg. PD, QA, Food Labelling/RA, B to B Sales Support (Food Broker), Other/Not Sure).




Is there a limit to the number of questions I can ask per session?


Yes! You may ask 1 question per 15-minute session.
If you book a 30-minute session, you can ask a maximum of 2 questions.
If you book a 45-minute session, you can ask a maximum of 3 questions.
If you book a 60-minute session, you can ask a maximum of 4 questions.

The reason for this limitation is because, in addition to the actual booked session time, our experts are required to thoroughly prepare for each call beforehand in order to ensure that they provide the most effective results during your consult. We want to make sure that our experts can fully respond to your question(s) with in-depth analysis rather than rushing through any answers.





FAQ: Virtual Consulting

virtual support & written deliverable

 

Booking

What do I need to submit prior to commencing this service?


You must submit the relevant Needs Assessment Form in order to begin the process of booking a consultation. This is a mandatory form that will kickstart the booking process. Once our team has established your specific needs, we will provide a project proposal for you to approve.




What time zone do you operate in?


Eastern Standard Time (New York/Toronto).




How do I book an Onsite Consultation?


  1. Complete and submit the relevant Needs Assessment Form. This form must first be completed in order to proceed with booking an appointment.
  2. Wait to hear back from our team: we will review your form and get back to you within 5 business days to book a call with you.
  3. Schedule your free 15-minute phone consultation with one of our Senior Consultants to review your situation.
  4. Receive the project proposal: after the phone call, we will send you a customized proposal within 5 business day that includes a price quote, estimated scope of work, and timeline.
  5. Approve the proposal.
  6. Review the Terms & Conditions.
  7. Pay the 50% deposit fee.
  8. Receive your confirmation email with any further instructions.




How long will it take to get a response from CTS after I submit my Needs Assessment Form?


We generally respond to all inquiries within 5 business days. If your need is urgent or if it is a rush request, please state that in your Needs Assessment Form.





Payment

What are your terms of payment?


Pricing is subject to change without notice. Introductory rates will remain in effect until June 30, 2020. We reserve the right to reject any inquiry. Rush requests are available at an additional cost and are subject to availability. We require a 50% deposit at time of project approval. For projects completed in less than 20 days, the balance is due upon project completion. For projects that take longer than 20 days to complete, after the deposit has been received, invoicing for this service occurs every 20 days with payment terms of Net 5 Days. If payment is not received on the 30th day, the open docket is put on hold until the outstanding payment has been received.

NOTE: There are circumstances where the original project scope will require adjustment to accommodate the needs of the project as it unfolds. In such cases, we will update the project scope documentation as required to include the associated fees.




What currency are the fees listed in?


All pricing is in Canadian dollars.




What methods of payment are accepted for Onsite Consultations?


Deposits and balances can be paid via credit card (Visa, Mastercard, American Express), PayPal, or e-transfer (within Canada only).




Do I need to pay a deposit for this service?


Yes! There is a 50% deposit fee for Onsite Consultations that must be paid at the time of project approval.





Cancellations & Refunds

What if I need to cancel my service?


You may cancel your booking request at any time prior to project approval. Once a project quote has been approved in writing, no refunds will be issued for cancellations or any other reasons. The client is responsible for covering any associated charges (travel/accommodation cancellation fees, etc.). We will always do our best to work with clients when unforeseen circumstances arise. View our full Cancellation Policy here.




What if I need to reschedule my consultation?


If you need to reschedule an onsite appointment, please contact the CTS expert you are working with. Changes to onsite appointments can only be accomodated if we are given more than 7 days of notice. The client is responsible for covering any associated charges (travel/accomodation cancellation fees, etc.). If you need to reschedule a phone/video consultation, please contact the CTS expert you are working with. We require at least 24 hours notice for rescheduling phone/video consults. We will do our best to accomodate your schedule.





About this service

Is there a required minimum or maximum amount of time for booking an Onsite Consultation?


Yes! The minumum booking time is 6 hours per day. There is no maximum limit to the total number of days needed to complete the service, but time is always subject to availability. The booking time consists of a combination of time spent completing an onsite evaluation/intervention, time spent doing virtual follow-ups, and time spent creating the written deliverable(s).




Who will be fulfilling this service?


After receiving your completed Needs Assessment Form, we will assign the appropriate expert to support your needs. Because each project is unique, we want to make sure you’re paired with the right expert for the area you require assistance in.




What channels of communication are supported with Onsite Consultations?


The virtual components of this service (follow-up phone/video calls) can be fulfilled by telephone, WhatsApp, Zoom, or FaceTime. The file type of the deliverable(s) will be agreed upon in the project proposal (Word/Excel/PowePoint/PDF or other files). (Data rates and long-distance charges may apply depending on your mobile phone plan. Contact your carrier for details.)




Can I virtually share relevant files with you for the session?


Yes! You can either attach files to your Needs Assessment Form, or send them through our website e-chat (located in the bottom right corner of any page), or email them to us at hello@concepttoshelf.com.




How much does this service cost?


Onsite consultations offered at an introductory rate (valid through October 1st 2020) of $120.00 per hour* (plus tax), plus any related travel time expenses, mileage, and other approved out-of-pocket expenses. *Rates may vary if a CTS Partner is required within the project scope.




What does Onsite Consulting entail?


This service consists of onsite evaluations or interventions complemented by virtual support (follow-up calls, report-writing, etc.) for challenges that require an expert’s assistance on-location.

Sometimes projects get bumpy and necessitate the onsite experience of an expert to identify gaps, provide solutions, optimize outcomes, and bring a project back on track. Nothing rattles us given our breadth of experience in the areas we specialize in. Our onsite assistance will be supplemented by customized virtual support to meet the client’s unique needs – this can include report-writing, documentation development or editing, and follow-up phone consultations to continue to support the project and provide resources.

We will never leave you hanging – our blend of on-site and virtual support enables us to remain accessible to our clients and close all the loops in a responsive and cost-effective way while remaining flexible as things unfold.

The areas that we provide support in include: on-site training, plant trials, first productions, audits, and others – just ask!




Is this a virtual or onsite service?


Both! This is our ONLY service that provides onsite assistance, but follow-up and written deliverables will be completed virtually.




What language(s) is this service provided in?


This service is provided in English.




What if I'm not sure which service is the right fit for me?


If you have any questions or concerns, please book a 15-minute Express Consult at just $1 per minute (plus tax) through our Express Consult service. We will be happy to assist you with any query! You can book this service online through our website and pre-pay for your appointment.





FAQ: Onsite Consulting

onsite evaluations with virtual support

 

Booking

What do I need to submit prior to commencing this service?


You must submit the relevant Needs Assessment Form in order to begin the process of booking a consultation. This is a mandatory form that will kickstart the booking process. Once our team has established your specific needs, we will provide a project proposal for you to approve.




What time zone do you operate in?


Eastern Standard Time (New York/Toronto).




How do I book an Onsite Consultation?


  1. Complete and submit the relevant Needs Assessment Form. This form must first be completed in order to proceed with booking an appointment.
  2. Wait to hear back from our team: we will review your form and get back to you within 5 business days to book a call with you.
  3. Schedule your free 15-minute phone consultation with one of our Senior Consultants to review your situation.
  4. Receive the project proposal: after the phone call, we will send you a customized proposal within 5 business day that includes a price quote, estimated scope of work, and timeline.
  5. Approve the proposal.
  6. Review the Terms & Conditions.
  7. Pay the 50% deposit fee.
  8. Receive your confirmation email with any further instructions.




How long will it take to get a response from CTS after I submit my Needs Assessment Form?


We generally respond to all inquiries within 5 business days. If your need is urgent or if it is a rush request, please state that in your Needs Assessment Form.





Payment

What are your terms of payment?


Pricing is subject to change without notice. Introductory rates will remain in effect until June 30, 2020. We reserve the right to reject any inquiry. Rush requests are available at an additional cost and are subject to availability. We require a 50% deposit at time of project approval. For projects completed in less than 20 days, the balance is due upon project completion. For projects that take longer than 20 days to complete, after the deposit has been received, invoicing for this service occurs every 20 days with payment terms of Net 5 Days. If payment is not received on the 30th day, the open docket is put on hold until the outstanding payment has been received.

NOTE: There are circumstances where the original project scope will require adjustment to accommodate the needs of the project as it unfolds. In such cases, we will update the project scope documentation as required to include the associated fees.




What currency are the fees listed in?


All pricing is in Canadian dollars.




What methods of payment are accepted for Onsite Consultations?


Deposits and balances can be paid via credit card (Visa, Mastercard, American Express), PayPal, or e-transfer (within Canada only).




Do I need to pay a deposit for this service?


Yes! There is a 50% deposit fee for Onsite Consultations that must be paid at the time of project approval.





Cancellations & Refunds

What if I need to cancel my service?


You may cancel your booking request at any time prior to project approval. Once a project quote has been approved in writing, no refunds will be issued for cancellations or any other reasons. The client is responsible for covering any associated charges (travel/accommodation cancellation fees, etc.). We will always do our best to work with clients when unforeseen circumstances arise. View our full Cancellation Policy here.




What if I need to reschedule my consultation?


If you need to reschedule an onsite appointment, please contact the CTS expert you are working with. Changes to onsite appointments can only be accomodated if we are given more than 7 days of notice. The client is responsible for covering any associated charges (travel/accomodation cancellation fees, etc.). If you need to reschedule a phone/video consultation, please contact the CTS expert you are working with. We require at least 24 hours notice for rescheduling phone/video consults. We will do our best to accomodate your schedule.





About this service

Is there a required minimum or maximum amount of time for booking an Onsite Consultation?


Yes! The minumum booking time is 6 hours per day. There is no maximum limit to the total number of days needed to complete the service, but time is always subject to availability. The booking time consists of a combination of time spent completing an onsite evaluation/intervention, time spent doing virtual follow-ups, and time spent creating the written deliverable(s).




Who will be fulfilling this service?


After receiving your completed Needs Assessment Form, we will assign the appropriate expert to support your needs. Because each project is unique, we want to make sure you’re paired with the right expert for the area you require assistance in.




What channels of communication are supported with Onsite Consultations?


The virtual components of this service (follow-up phone/video calls) can be fulfilled by telephone, WhatsApp, Zoom, or FaceTime. The file type of the deliverable(s) will be agreed upon in the project proposal (Word/Excel/PowePoint/PDF or other files). (Data rates and long-distance charges may apply depending on your mobile phone plan. Contact your carrier for details.)




Can I virtually share relevant files with you for the session?


Yes! You can either attach files to your Needs Assessment Form, or send them through our website e-chat (located in the bottom right corner of any page), or email them to us at hello@concepttoshelf.com.




How much does this service cost?


Onsite consultations offered at an introductory rate (valid through October 1st 2020) of $120.00 per hour* (plus tax), plus any related travel time expenses, mileage, and other approved out-of-pocket expenses. *Rates may vary if a CTS Partner is required within the project scope.




What does Onsite Consulting entail?


This service consists of onsite evaluations or interventions complemented by virtual support (follow-up calls, report-writing, etc.) for challenges that require an expert’s assistance on-location.

Sometimes projects get bumpy and necessitate the onsite experience of an expert to identify gaps, provide solutions, optimize outcomes, and bring a project back on track. Nothing rattles us given our breadth of experience in the areas we specialize in. Our onsite assistance will be supplemented by customized virtual support to meet the client’s unique needs – this can include report-writing, documentation development or editing, and follow-up phone consultations to continue to support the project and provide resources.

We will never leave you hanging – our blend of on-site and virtual support enables us to remain accessible to our clients and close all the loops in a responsive and cost-effective way while remaining flexible as things unfold.

The areas that we provide support in include: on-site training, plant trials, first productions, audits, and others – just ask!




Is this a virtual or onsite service?


Both! This is our ONLY service that provides onsite assistance, but follow-up and written deliverables will be completed virtually.




What language(s) is this service provided in?


This service is provided in English.




What if I'm not sure which service is the right fit for me?


If you have any questions or concerns, please book a 15-minute Express Consult at just $1 per minute (plus tax) through our Express Consult service. We will be happy to assist you with any query! You can book this service online through our website and pre-pay for your appointment.





FAQ: Food Labelling

food labelling compliance & translation services