If you are an existing user of Grocery Gateway, please follow these steps:

• Click on “sign in” at the top of the website. Enter your email address and password. If this is the first time you’ve signed in to the new website you’ll be asked to reset your password. Click on the button provided to be sent instructions via email on how to do complete this change.
• You’ll receive an email from us with password reset instructions. Typically it should take less than a minute to receive this email, but depending on the speed of your email server, it may take a few minutes.
• Click on the link in the email to return to the Grocery Gateway website. You’ll be prompted to reset your password. After your password is reset, you can sign in with your email address and new password and begin your shopping.
• If you have any difficulty signing in, or haven’t received your password reset email, click on the “Forgot your password” link in the sign in window to reset your password.
  
  

  If you are a new user to Grocery Gateway, select “My Account” and “Create a new account.”

You can schedule a delivery up to two weeks in advance or as early as the next 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. To find out if, and when, we deliver to your neighbourhood, select “Do we deliver in your area” at the top of the website. You’ll be prompted to enter your postal code. 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.”

For business or educational orders, delivery window can be longer and vary depending on the day.

When you reserve a delivery time, we’ll keep that time slot for you for 90 minutes while you shop. Once you checkout, your delivery time will be confirmed.

If you’re like us and spend an extra-long time pondering the great produce questions of our day (like whether or not tomatoes should be listed under “Vegetables”), and your 90 minutes expires, you’ll be asked to select a new delivery time at checkout.

Using the main menu, you can browse products by looking through product categories such as “Fruits and Vegetables”, “Dairy” or “Pasta and Cereals.” Using the search bar at the top of the website, you can also enter a search term for a product or brand (for example, “bananas”). On the search results page, you can filter your search by “on sale”, “in stock”, “new items”, “brand” and more options.

We regularly feature products with special pricing. Here’s how you can find the best deals:

• Sale prices and promotions are noted in red text below product photos and titles. You’ll also see the sale prices in your shopping cart at checkout.
• When you search for a product or category of products, you can refine your product search to only display items on sale.
• Products that are on sale will also be featured on our homepage.
• Sign up for our email flyer and get notified of new specials right in your inbox.

Our shopping list tool lets you create shopping lists for future purchases or for specific needs, for example if you are shopping for a party, a relative or for a weekly menu. When signed in to your account, click on “My Lists” at the top of the website to view your lists. You can start your shopping list one of three ways:

• On the “My Lists” page, select “Create a new list” to start a new list and name it. You can now add products to your shopping list. At any time during your shopping, click the “Add to List” button below the product to add it to a shopping list.
• In the “Shopping List” feature, use the “Scratch Pad.” Type your shopping list (for example, “tomatoes”, “toilet paper”, etc.), then click “Save and search items.” A new page will display the items you have searched for. You can add your selected products to a list by clicking the “Add to List” button below the product to add it to a shopping list.
• Use our Cart Starter option to select from a variety of lists preloaded with seasonal or relevant products (for example “BBQ Season” or “Movie Marathon”).

Shopping lists are saved until you are ready to check out. When all the products you need have been added to your shopping list, you can select “Add list to cart” to proceed to checkout.

Turn your weekly bunch of carrots into a free birthday cake! Longo’s Thank You Rewards is your way of earning points on your purchases to use towards future discounts. It is free to participate in and it’s easy. The more you shop, the more you earn and save.

• With every $25 spent on groceries Monday to Sunday, you will earn 50 points.
• You can redeem your points once you’ve accumulated at least 2,200 points.

With every $25 spent on groceries each week, Monday to Sunday, you will earn 50 points. While shopping, also keep an eye out for special products that will earn you bonus Thank You Rewards points. If you have a Rewards number registered in your Grocery Gateway account, the Thank You Rewards earned on each purchase will be noted during checkout and on your final invoice.

Your points will automatically be accumulated in your Thank You Rewards account. To check your Longo’s Thank You Rewards point balance, sign in to Grocery Gateway, select “My Account” at the top of the website and review the “Thank You Rewards” section for information about your rewards card and balance.

During checkout, you’ll be given the opportunity to redeem your Longo’s Thank You Rewards once you’ve accumulated at least 2,200 points. Simply select the redemption level you would like to apply to your purchase and your purchase total will be adjusted.

Longo’s Thank You Rewards redemption levels

We've been working on a book of sad poems about wilted lettuce. Less-than-perfect produce brings us down. So you can be sure freshness is as important to us as it is to you.

Your fresh items will arrive with a guaranteed minimum number of days left before expiry – that’s our freshness guarantee.

Non-Frozen Packaged Meats, Poultry & Fish: Meats, including ground beef, are packaged in-store. Longo's does not gas-inject fresh packaged meats, so it is not uncommon to see "best before" dates as early as the day of or day after delivery. Please freeze any meats not consumed by the best before date on the package.

Prepared Foods: Our Kitchen-made meals are prepared fresh in-store. Longo's does not gas-inject fresh packaged meals, so it is not uncommon to see "best before" dates as early as the day of or day after delivery.

Our delivery team will review your order with you to make sure everything is perfect on arrival.

If for any reason you are not satisfied with an item you receive or have mistakenly ordered the wrong product, let your delivery team member know during delivery and they’ll take the item back and arrange for a credit to your account.

If you notice a concern after your driver has left, please call or email our Customer Care team about any order issues within seven days of the day on which the item was (or was to be) delivered. We can arrange for a credit to your account and pick up of the item.

Occasionally, items that were in stock when you placed your order will be out of stock when your order is being selected for delivery. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it. You can authorize a substitution by selecting the "accept substitutions” checkbox next to an item when you check out.

Substitute items are selected to be as close to your original product choice as possible. For example, if you purchase bananas, and bananas are out of stock when we shop for your item, we may provide you with organic bananas instead. However, we will not substitute in a completely different product, such as peaches or pears, instead. If a substitution is made, you will always be charged the lower of the two prices. This means if the substitute item costs more than the original item, then you will pay the lower price of the item you originally ordered. If the substitute item costs less than the original item, then you will pay the lower price of the substituted item.

When your order arrives at your door, if you are unhappy with the substitution and do not want to keep it, please let your delivery team member know. It will be returned and the cost credited to your account. We’ll always do our best to select and pack your order to get your favourites to your door.

When you click on a product, a window will appear with information about the product’s price, weight, attributes (for example, gluten-free, halal, etc.) and a brief description. In this window, click on “read more” to see a further description (if available), an ingredient list and the product’s nutrition label.

While we work to ensure that product information is correct, on occasion manufacturers may alter their ingredient lists. Actual product packaging and materials may contain more and/or different information than that shown on our website. We recommend that you do not solely rely on the information presented and that you always read and follow labels, warnings, and directions before using or consuming a product.

We are thrilled to offer our customers beer, wine and spirits as part of their order. To do so, we must adhere to the regulations of the Alcohol and Gaming Commission of Ontario (AGCO) and provide this service in a responsible manner. This includes the following policies:

• Legal drinking age: Beer, wine and spirits may be delivered only to persons who are at least 19 years of age. In submitting an order for beer, wine and/or spirits, you represent yourself as being of legal drinking age in Ontario. In accordance with the regulations of the AGCO, ID will be requested upon delivery.
• Minimum grocery order: Alcoholic beverages are delivered only in conjunction with a minimum grocery order of $45. A $9.99 (plus HST) delivery fee applies to each order, and an additional service fee of $0.50 or $1.50 will be applied on a per unit basis for beer, wine and/or spirits to a maximum of $10 per order.
• Delivery times: Products containing alcohol are delivered during the following times: Monday 2-9pm; Tuesday through Friday 9am-9pm; and Saturday 9am-2pm. These restrictions are in effect in order to comply with AGCO regulations.
• License to deliver alcohol: Under the terms of Grocery Gateway's license to deliver beer, wine and/or spirits, we can only deliver to residences. No deliveries may be made to a business address.
• Pricing: Prices for beer, wine and spirits are set by the LCBO and the Beer Store. As such pricing may change without notice.
• Product returns: Please notify us immediately with quality issues. A credit will be issued upon return of the full bottle or can. A Grocery Gateway invoice must be presented along with product for return.
• Bottle returns: Grocery Gateway is not able to accept returns for empty beer, wine and/or spirit bottles or cans.
• Longo’s Thank You Reward Program: Beer, wine and/or spirits purchased through Grocery Gateway are not eligible for Longo’s Thank You Rewards points.

Can't stop raving about the perfectly marbled steak delivered to you? Let us know! Your opinions matter to us and to other shoppers. One way we collect your feedback is through product ratings. By giving a rating of one to five stars to a product you’ve tried, it will help us improve our products, our product description pages, and the shopping experience. Sharing your valuable first-hand knowledge can also help guide fellow shoppers towards the right product to fit their needs.

Product ratings reflect:

• ratings submitted by shoppers who have created an account on Grocery Gateway;
• four or more ratings on a product. If only one person has reviewed a product, we’ll wait until we get three more unique reviews to display it on the product page. Why? We want to be sure you get a reflection of the opinion of the average shopper; and
• verified ratings, not spammers. For example, if we find a user is intentionally rating a series of products to skew the results, they will be blocked by the Grocery Gateway website.

You can reschedule or change 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. A general guideline is below:

The cut-off time for canceling your order will displayed when you check out and is also available in the “My Orders” section of your account. A general guideline is below:

If you cancel an order after the cut-off time, or miss your delivery, you will be charged a $25 restocking fee plus the $9.99 (plus HST) delivery fee for residential orders. Business deliveries will be charged a $25 restocking fee plus the $15.50 (plus HST) delivery fee. The restocking fee covers the costs associated with loss of perishable items, plus labour and other costs associated with restocking.

Our shopping list tool makes planning a breeze. It lets you create ongoing shopping lists for future purchases or for specific needs, like shopping for a part, a relative or your weeknight dinners. This way, if you suddenly remember you need gluten-free cupcakes for Sarah’s 10th birthday party or extra-pulp orange juice for mom, your list is saved for you and ready to be edited however often you need to. At any time during your shopping, click the “Add to List” button below or beside the product to add a product to a shopping list. When all the products you need have been added to your shopping list, you can select “Add list to cart” to proceed to checkout.

Your shopping cart is for the products you wish to purchase immediately. Add items to your shopping cart by clicking the “Add to Cart” button below or beside the product and select “Checkout now” to complete your purchase.

You might see a price on your final order that’s a bit different from when you placed your order. Why? It was probably an item that needed to be weighed.

If your order contains an item that is sold by weight (for example, bananas), then the total amount listed for this item is estimated at checkout. We calculate this total by applying the price (for example, $1.50 per kg) to the average weight of the item (in the case of bananas, an average bunch may weigh 1kg).

When your personal shopper selects your items, they will weigh the bananas for the exact amount that you are purchasing (for example, a banana bunch that is 900g or 1.2kg). So, the final price of these items are determined at the time your order is packaged and, as a result, there may be a slight difference between your original total and the final amount invoiced.

Currently Grocery Gateway does not accept manufacturer’s or store coupons. However, you can find sometimes find Grocery Gateway promotional codes in our email promotions and savings flyers. To ensure you receive promotions and savings flyers from us, make sure you opt-in to receive emails from Grocery Gateway. Simply go to “Edit Account” (under “My Account”) and select from the options in “Email Notifications” to make sure you're receiving our promotional emails.

You can schedule a delivery up to two weeks in advance or as early as the next 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. To find out if, and when, we deliver to your neighbourhood, select “Do we deliver in your area” at the top of the website. You’ll be prompted to enter your postal code. 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.”

For business or educational orders, delivery window can be longer and vary depending on the day.

Sign in to Grocery Gateway and select “My Account” at the top of the website. On the “My Account” page, 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. You’ll be able to select “edit order” on a pending order to make changes.

You can change a delivery address or delivery time on a submitted order up until the day before delivery. The cut-off time for making changes to your order will be displayed when you check out and is also available in the “My Orders” section of your account.

You can change a delivery address or delivery time on a submitted order up until the day before delivery. The cut-off time for making changes to your order will be displayed when you checkout and is also available in the “My Orders” section of your account. If you cancel an order after the cut-off time, you will be charged a $25 restocking fee plus the $9.99 (plus HST) delivery fee. Business deliveries will be charged a $25 restocking fee plus the $15.50 (plus HST) delivery fee. The restocking fee covers the costs associated with loss of perishable items, plus labour and other costs associated with restocking.

To cancel delivery on an order that has already been submitted, please contact our Customer Care team.

If you know if advance that your schedule has changed and you are no longer available to receive a delivery on your delivery day, please contact our Customer Care team as soon as possible. They may be able to reschedule your delivery for later in the day.

If you are not home at the scheduled delivery window, you will be charged a $25 restocking fee plus the $9.99 (plus HST) delivery fee. Business deliveries will be charged a $25 restocking fee plus the $15.50 (plus HST) delivery fee. The restocking fee covers the costs associated with loss of perishable items, plus labour and other costs associated with restocking.

The safety of our professional delivery team and the public is paramount to us. 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 contact you via email or phone 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.

Hazardous driving conditions include:

• Light to heavy snowfall
• Snow build-up that makes parking our trucks difficult
• Heavy winds/rain
• Ice forming on streets/vehicles
• Major highway accidents/road deterioration
• Traffic jams
• Power outages
• Road closures or blockages

We will continue to do everything in our power to ensure on-time deliveries, but we ask for your patience and understanding should your order be affected. If you have any questions about our Hazardous Driving Conditions Policy, please call us at 905-564-8778 or toll free at 1-877-447-8778.

If for any reason you are not satisfied with an item you receive, we will credit your account for the value of the item. Please call or email our our Customer Care team about any order issues within seven days of when the item was delivered.

If you mistakenly ordered the wrong product and want to return it, you can let your delivery team member know or contact our our Customer Care team who can arrange for a credit to your account and pick up of the product.

Occasionally, items that were in stock when you placed your order will be out of stock when your order is being selected for delivery. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it. You can authorize a substitution by selecting the "accept substitutions” checkbox next to an item in the Order Review Checkout page.

If a substitution is made, you will always be charged the lower of the two prices. This means if the substitute item costs more than the original item, then you will only pay the lower price of the item you originally ordered. If the substitute item costs less than the original item, then you will pay the lower price of the substituted item.

When your order arrives at your door, if you are unhappy with the substitution and do not want to keep it, please let your delivery person know. It will be returned and the cost credited to your account. If you did not authorize a product substitution, or received a product in error, please contact our Customer Care team within seven days of the delivery Customer Care team to determine if a return or refund can be processed.

Occasionally, items that were in stock when you placed your order will be out of stock when your order is being selected for delivery. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it. You can authorize a substitution by selecting the "accept substitutions” checkbox next to an item when you check out.

Substitute items are selected to be as close to your original product choice as possible. For example, if you purchase bananas, and bananas are out of stock when we shop for your item, we may provide you with organic bananas instead. However, we will not substitute in a completely different product, such as peaches or pears, instead. If a substitution is made, you will always be charged the lower of the two prices. This means if the substitute item costs more than the original item, then you will pay the lower price of the item you originally ordered. If the substitute item costs less than the original item, then you will pay the lower price of the substituted item.

When your order arrives at your door, if you are unhappy with the substitution and do not want to keep it, please let your delivery team member know. It will be returned and the cost credited to your account. We’ll always do our best to select and pack your order to get your favourites to your door.

No. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it. You can authorize a substitution by selecting the "accept substitutions” checkbox next to an item in the Order Review Checkout page.

When your order arrives at your door, if you are unhappy with the substitution and do not want to keep it, please let your delivery person know. It ill be returned and the cost credited to your account. If you did not authorize a product substitution, or received a product in error, please contact our Customer Care team within seven days of the delivery Customer Care team to determine if a return or refund can be processed.

While rare, mistakes occasionally happen, so if an item is missing from your order that has not been noted as “out of stock” on your invoice, please contact our Customer Care team to let us know what is missing.