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.

Click Here.

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.

How to Edit An Order

Can I change my delivery or pickup date or time after I’ve ordered?
Under normal conditions, this would be possible but with all the delivery times fully booked, it’s not possible to change a delivery or pickup date or time. You will need to cancel the original order and then place a new order.
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?
Unfortunately, at this time our loyalty cards will only work in store.

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?
We charge $4.99 for our pickup service with an order minimum of $50 before taxes, deposits and pickup fee.
What forms of payment do you accept?
For online shopping we accept all major credit cards (Visa, Mastercard, American Express) and some visa debit cards will work as well. Unfortunately at this time we do not accept cash, debit or cheques online.
Why is there only an estimated total?
Because there can be variances with weighed items or a product might be substituted, your order total is an estimated cost. When you order we preauthorize your credit card for the estimated total of your cart plus 20% to allow for such possible adjustments on the order. This also allows for you to add an item or two to the order in case you’ve forgotten something.
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?
Unfortunately, at this time our gift cards will only work in store.

Managing My Account

Can I register several delivery addresses?
At this time your profile will only store 1 primary delivery and billing address but you can choose to enter a different address during the checkout process.
When is my credit card charged?
You will see a preauthorization on your credit card for the estimated total on the day the order is placed and then your credit card is charged on the day of delivery or pickup for the actual amount of the order.
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?
On your final invoice and final email confirmation, it will indicate any items that were added to the order and any items that were not available. It’s that were not available are not charged.

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?
We add a 20% ‘buffer’ to the preauthorization on your card which allows you to add a few items to your order after it’s submitted or with your permission, we’ll sometimes swap out items in your order that have become unavailable. This is not a fee, in the end you will only be billed for the items you have received.
Where do I schedule my delivery/pickup?
Once you have all your items added to your cart, simply click on the cart icon in the top right of the screen.
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.

Click here for a guide to place an order.

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.

Click here for the how to guide.

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?
Yes! We now offer pickups from our Dunbar store. Please see our Express website for available dates.
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?
Yes, our current minimum shopping amount is $50.00 not including taxes, fees and delivery charge.
What if I’m not satisfied with a product?
Your complete satisfaction is our number one goal. If for any reason you are dissatisfied with any product in your order, please call our express department at 604.630.3154 and a representative will be happy to assist you. Credit for returned items will be applied to your account.
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?
You don’t have to worry about that! If you are are signed into your account, your cart will automatically be saved for you.
How do I cancel my order?
  1. Click on your user name in the upper right corner
  2. Select Order History
  3. 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 express@stongs.com

Misc Questions

Do your drivers accept tips?
We appreciate the guesture but our drivers do not accept tips. If you would like to share a wonderful experience you’ve had, you can send us an email at express@stongs.com.
Where can I find the items from the flyer?
If you click on the ’Specials’ page, it will show you all the items on sale this week including 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.