First Time Placing An Order Online?
Follow our step by step guide to placing an order for delivery or pickup.
Questions About Online Shopping
Do you have a question about online shopping? Here are a few of our most common questions.
If you still have questions or concerns, please use the link at the bottom of this page to get in touch.
Most Commonly Asked
What actions are you taking for COVID19?
Please visit our COVID19 page for the most up to date information.
How Can I Edit the Items on My Order?
You can edit your order up until 48 hours in advance of your delivery date. Please click below for the how to guide.
Can I change my delivery or pickup date or time after I’ve ordered?
What if there are no timeslots available?
The only option at this time to continue to check each day. Currently, the new timeslots open at 7am but that is subject to change without notice.
I'm Getting An Error on The Delivery Page
This is caused by no delivery dates or times being available, please check back tomorrow.
Can I use my loyalty card online?
Online Payment & Fees
What does delivery cost?
We charge $10.99 for delivery to Vancouver, North Vancouver and West Vancouver. For Bowen Island, the delivery fee is 14.99.
What does pickup cost?
What forms of payment do you accept?
Why is there only an estimated total?
The final charge to your credit card will occur the day of delivery, and will only be for goods actually received.
Every effort is made by your personal shopper to get weighed items as close to the ordered amount as possible.
Can I use my Gift Cards online?
Managing My Account
Can I register several delivery addresses?
When is my credit card charged?
Which Areas Do You Deliver?
We deliver to North Vancouver, West Vancouver, Vancouver & Bowen Island. We no longer deliver to Burnaby or Richmond.
Do you charge for bags?
We try not to use bags when packaging an order unless specially requested. If needed we offer paper bags for 0.15 each.
How will I know what items were substituted?
Most Commonly Asked
What if my order is late?
Unfortunately, we are currently experiencing an extremely high number of orders and requests at this time. There may be times where the order is a bit late. Under normal conditions, someone would call to let you know they are running late but we are flooded with phone calls and emails at this time so this may not always be possible. We appreciate your patience during this time.
What is a Swap or Weight Buffer?
Where do I schedule my delivery/pickup?
If everything looks correct, click the green ‘Checkout’ button.
After confirming your delivery/pickup information you will have the option to choose from the available times in your area.
What if I have forgotten my password?
On the sign in page, there is a link to ‘reset your password’. Enter your email address in the address field and then click ‘reset your password’. Once you enter your email address or username, check your email for a link to change your password. If you haven’t received the email after 15 minutes, sometimes they end up in your junk mailbox.
You can also click here to go to that page.
I've been charged twice, what do I do?
You may see two ‘pending’ charges with your bank but you will only be charged once. Our website first preauthorizes the original order total on your credit card but once the order is finalized, the final order total is rung through on the card. It can take up to 10 days for banks to release the preauthorization on a card. Unfortunately we have no control over when a bank releases the funds back on the card. If you have received your monthly statement and there are still two charges, please send us an email and we will investigate.
How Can I tell if my order went through?
You should have received an email confirmation after the order was placed or after you login, if you go to the “Order History” page, you can see all current and previous orders. Unfortunately if the order is not on this page it was not placed and you will need to try placing the order again.
Pick Up Orders
Can I pickup from your Dunbar Store?
Dunbar: When & Where do I pick up my order?
Pick-up is scheduled between noon and 2 p.m. daily outside our Café entrance. We ask that customers arrive to pick-up orders during this window only as we do not have team members scheduled to man this station outside of these hours.
If you have parked in the underground, please use the elevator and proceed to the café level (Level G).
North Van: When & Where do I pick up my order?
Pick-up is scheduled between 1 p.m. and 3 p.m. daily at our Café entrance. We ask that customers arrive to pick-up orders during this window only as we do not have team members scheduled to man this station outside of these hours.
How to collect your order:
Our team member will call the next person in line to the counter. When you arrive at the counter, please provide the name on your order to our team member at the counter. They will then retrieve your order for you. We will have shopping carts on hand for any customers that need them to transport their order to their vehicle.
Placing & Editing An Order
Is there a minimum order amount?
What if I’m not satisfied with a product?
Are the same products available online and in-store?
Although the majority of the products available online are available in-store, we cannot guarantee that because a product is online, that it will be available at either of our retail locations. There are also some products available in-store that are not available online.
How do I save my cart?
How do I cancel my order?
- Click on your user name in the upper right corner
- Select Order History
- There you’ll have the option to cancel a pending order
If the option to cancel the order is no longer available please contact us at email@example.com
Do your drivers accept tips?
Where can I find the items from the flyer?
Are the prices online the same as in-store?
Although most of our online prices are often the price you see in the store, we cannot guarantee they will be the same.
What if an item on my order is not available?
We do our best to fullfill every order but under the current conditions it’s not possible for us to call each customer to let them know which items were not available. Typically we only contact customers if we are unable to fullfill 60% or more of the order. Unfortunately at this time, we are not setup in a way that we are able to send the order after an item becomes available again. You will need to place a new order.
For All Other questions and concerns
Please note that at this time we are receiving record numbers of requests and we may not be able to answer your question for 48-72 hours.