We make every effort to ensure we get your delivery to you within the timeslot you have selected. However, there may be times where your order may be a bit late due to unforeseen circumstances. In this event, we will call to let you know that your order has been delayed. 

We add a 20% “buffer” to the pre-authorization on your card which allows you to easily add a few items to your order after it’s submitted or, with your permission, we will substitute items for products that are not available at the time your order is shopped.

This is not a fee; in the end, you will only be billed for the items you have received.

Click here for a guide to place an order

On the sign in page, there is a link to ‘reset your password’. Enter your e-mail address or user name for your account and then click ‘Password Reset’. You will then receive an e-mail with a link to reset your password. If you haven’t received the e-mail after 15 minutes, please check your junk or spam folders, sometimes these are flagged as junk mail.

You can also click here to go to that page.

Click here for the how to guide.

You may see two ‘pending’ charges on your card, however, you will only be charged once. Our system is similar to paying at the pump for gas – the system authorizes for a certain amount; however, you are only charged for what you use. In this case, your card will preauthorize for the original, estimated total of your order. Once your order is processed and finalized in store your card will be charged for what is packaged and delivered to you and the pre-authorization will be removed.

It can take up to 10 days for banks to release the preauthorization on a card, so both charges may appear simultaneously. Unfortunately, we have no control over when a bank releases the funds back to a card. If you receive your monthly statement and there are still two charges showing for a single order, please send us an e-mail and we will investigate.

You will be taken from the Checkout page to the Order Summary page that will show you a summary of your order before it is shopped. You can also go to the “Order History” page where can view all current and pending orders. If your order is not visible on this page it means the checkout process was not completed. Please check your shopping cart and try placing the order again.

Orders can be collected at the Dunbar Street level Café entrance between 9 a.m. & 11 a.m. and 3p.m. & 5 p.m. daily. If you are parking underground, please take the elevator up to the Cafe level. There is a buzzer to the left of the Cafe entrance, please ring the buzzer and one of our team members will retrieve your order for you. If you are parking at street level, proceed to the Cafe entrance and ring the buzzer.

Please ring the buzzer at the Café entrance. Please provide the name on your order to our team member when they arrive. 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.

Pick-up is scheduled between 10:00 a.m. and 6:30 p.m. daily. We ask that customers arrive at pick-up orders during this window only as we do not have team members scheduled to man this station outside of these hours.

Please park in one of the 3 reserved stalls directly south of the Café and call 604-630-3154. Please provide the team member with the order name and stall #. We will bring your order out to your vehicle. We ask that you open and close the trunk/doors on your vehicle to help minimize shared contact.

Yes, our current minimum order amount if $50 before taxes, fees, and delivery or pick-up charges.

Your complete satisfaction is our number one goal. If for any reason you are dissatisfied with any product on your order, please call or e-mail our Express Department team at express@stongs.com or 604-630-3154 and we will be happy to assist you. Credit for returned items will be applied to your account.

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.

You don’t have to worry about that! If you are signed into your account, your cart will automatically be saved for you.

1. Click on your user name in the upper right corner
2. Select Order History
3. There you will 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 or 604-630-3154.

We appreciated the gesture but our drivers do not accept tips. If you would like to share a wonderful experience and recognize one of our team members for excellent service, please send us an e-mail at express@stongs.com or use the “Contact Us” feature on our website.

Although most of our online prices are often the price you see in the store, we cannot guarantee they will be the same.

We do our best to fulfill every order but it is not possible for us to call each customer to let them know which items are not available. Typically, we contact customers if we are unable to fulfill 30% or more of the order.

If you have permitted substitutions for an item, we will do our best to find a comparable product in both type, size, and value.  We also encourage customers to leave notes wherever possible to indicate their preferences so we can do our best to meet your expectations.