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Customer Delivery and Returns

We deliver to both residences and businesses in Toronto and the Greater Toronto Area including Oshawa, Stouffville, King, Mississauga, Oakville, Burlington, Milton and as far west of Toronto as Kitchener/Waterloo, Guelph and Hamilton. To find out if we deliver to your neighbourhood, add an item to your cart or select “Home delivery, Reserve Now” at the top of the website. Enter the postal code you would like to check in the field located under "Your reservation will be made for this location". A message will appear if we don’t deliver in your area. If we do deliver in your area, the top of the website will now display “Client: Home” and you’ll be able to see the delivery times available under “Reserve Now”.

You can schedule a delivery up to two weeks in advance or as early as the same day. We offer a range of 90-minute delivery windows depending on the delivery area so you don't have to sacrifice your whole day waiting for the doorbell to ring. We'll always call you 15 minutes prior to delivery, just to let you know we're on our way. Someone must be present to receive the order. No delivery will be left unattended at a customer's residence or business.

Your order is brought to your door by our professional delivery team who are often complimented on their friendliness and desire to go out of their way to make your Grocery Gateway experience perfect. Need your groceries brought right to your kitchen table? Just ask!

 

Eco Fee

The Eco Fee replaces our former Fuel Surcharge Fee, and is used to support initiatives dedicated to minimizing the environmental and social impact of our practices. You will see the fee accurately and transparently reflected in the Eco Fee at checkout – separate from the delivery cost. Click here for more information about the Eco Fee.

 

Delivery Fees

Orders delivered to residential customers are charged a delivery fee (plus HST). Delivery fees start at $7.99 for regular delivery windows. The same day delivery fee is $14.95. The delivery fee for business orders is $15.50.  Delivery fees may occasionally change for specific delivery windows.

 

Tracking your delivery

Sign in to Grocery Gateway in “My Account,” select the “My Orders” tab to review a list of your current and previous orders. Their status (pending, submitted, completed and cancelled) is listed on this page.

 

Making changes or cancelling your delivery

You can reschedule, cancel or change items in an order up until the day before delivery. The cut-off time for making changes to your order will displayed when you check out and is also available in the “My Orders” section of your account. Generally, the cut off time for modifications is 11am the day before the order is to be delivered.

 

Restocking Fee

If an order is delivered to the delivery address and is not accepted or no one is present to accept it, you will be charged in full for the order and a $25 Restocking Fee will apply. If you cancel your order after the cut-off time (11 AM for next morning delivery or 10 PM for next afternoon delivery), you will be charged in full for the order and a $25 Restocking Fee will apply. If an order scheduled for Pick-Up is not collected, you will be charged in full for the order and a $25 Restocking Fee will apply.

 

Third-Party Delivery

Grocery Gateway occasionally utilizes a third-party delivery service to ensure deliveries arrive during their scheduled delivery windows. As such, your delivery experience may be different. While your items are still selected and packed at our fulfillment centre, the driver may not arrive in a Grocery Gateway truck. All third-party delivery services are vetted to ensure their procedures match our high food safety and handling standards. All third-party delivery services are required to provide proof of adequate training of their drivers, sanitize their vehicles and delivery equipment daily, and use thermal bags to ensure all products stay at temperature. Until further notice, third-party delivery drivers are required to wear a face covering and gloves.

 

Deliveries during hazardous driving conditions

The safety of our delivery personnel and the public is paramount to us. We ask that you please ensure your walkways are cleared of any snow and ice. Our delivery staff is instructed to exercise caution when driving through inclement weather and other road hazards, which may result in delays. If your delivery will be delayed due to hazardous driving conditions, we will call or email you as soon as possible on that day to let you know. If your delivery will be delayed beyond 10pm, our Customer Care team will call you with the option of re-scheduling for the following day. If you have any questions about our Hazardous Driving Conditions Policy, please contact our Guest Care team.

 

Tips for an easy delivery

We’ll do our best to make your delivery perfect, but we'd like your help too! Double check that your delivery address is correct and that you’ve included any important details (like a buzzer number). Also, remember to leave your light on for late night and early morning deliveries. Have a pet? If you think they’ll be caught up in our driver’s feet, or be after the food, please keep them in a separate room until your delivery is complete.

 

Return Policy

As of March 16, 2020: Due to current events, and in the interest of the health and safety of our Guests and Team Members, we will not be accepting product or delivery bag returns until further notice.

 

Recycling Grocery Gateway Bags

Notice something new about your delivery? You may notice that your delivery arrives in compostable bags instead of our traditional boxes. We’re currently on our way to becoming a Zero-Waste delivery service and this change in delivery is reflective of this commitment. You can reuse the bags in your green bin at home or to dispose of pet waste. If you live in an area that does not accept compostable bags into the Compost / Green Bin collection program, simply return your bags to your delivery driver at the time of your next delivery. We will ensure the bags are disposed of safely and correctly.