COVID-19 Policies, Item Availability & Delivery Impacts

updated July 7, 2020

Thank you for putting your trust in Fresh City at this unprecedented time. The spike in demand that we've experienced has been made more complex by employee fatigue and absence due to sickness, or shortages from key suppliers. We sincerely apologize for any inconvenience caused, but we have had to make some changes so we can continue serving you:

  • Your delivery window will be 11AM to 12AM (midnight).  The larger window helps us serve more people.
  • Deliveries are non-contact.
  • You will receive an email the day before your delivery to confirm a smaller estimated timing window.
  • Consider activating your delivery notification alerts to be notified that your order has been delivered.
  • You are able to place your order up to 8 days in advance. We encourage you to order early as we've been reaching our delivery caps before the deadline every day. 
  • Delivery is free until August 31, 2020  September 30th, 2020!

Inventory & Credits:

You may have experienced products missing in your deliveries. Please appreciate that our teams are working around the clock to keep our stores stocked and online orders fulfilled. We and all of our key suppliers are up and running and reacting to this situation. There may be shortages of particular products over some periods of time given the sudden ramp up, but there is no need to hoard. Credits for missing items will be applied to your account as quickly as possible.  

Customer Service:

Our customer service hours are 9am - 7pm, 7 days a week.  We apologize if you have been reaching out by phone or email, and we have not yet replied. Our team is extremely busy and we simply can’t answer all of the calls or emails we are getting in a timely manner.  A friendly reminder to always check our FAQs before picking up the phone or sending the email - you may find the answer you’re looking for here.

Delivery Timing:

  • Deliveries may be delivered as late as 12am.  Rest assured that it is coming.  
  • Turn on delivery notification alerts to be notified that your order has been delivered.
  • Requests for specific delivery times cannot be accomodated.

Delivery Packaging:

To help reduce the risk to our customers, we are now delivering in cardboard boxes.  Please recycle your boxes.

Please note: There will still be some reusable packaging inside your box.  This might include our large tote bags, small cooler bags, ice packs & insulation packs.  Please save those and any jars and return them to us on your next delivery. Prior to re-use, we clean all bags using a food-grade formulated disinfectant and sanitizer that has been registered with the Environmental Protection Agency as a bactericide, fungicide and virucide.

Safe Deliveries:

Effective March 12th we implemented non-contact deliveries. Our delivery notification alerts will notify you once your order has been delivered. To confirm your notifications settings, simply log in to your account and click Notifications. 

Our drivers are making an enormous number of deliveries per day, and it's ultimately the driver's final decision about where to deliver your order. They will assess the situation, factor in our below policies, as well as assess the risk to their own health and safety. Unfortunately, we will not be able to accommodate specific delivery requests.

Condos & Apartments Buildings: 
Our drivers are avoiding going into the elevators and building floors (even if you have requested delivery to your unit door) for their safety, and for yours.  We will do our best to always deliver to the concierge if you have one and they allow us.  Please make your concierge aware that you’re expecting a delivery and let us know if there are delivery policies are for your building. In this case our driver will call you, and most likely leave your delivery inside the building lobby/entrance.  On the rare occasions that we do deliver to unit door, we will not knock or ring.

If you are in self-isolation, please make arrangements for someone to help you to retrieve your delivery.  If we are not able to reach you and we are not able to safely leave your delivery, unfortunately our driver will have no choice but to leave with your order.  Please note, if we cannot complete your delivery you will be charged a restocking fee of 25% of your order value and you’ll have to place a new order for delivery on another day.· 

We will leave your bags at your door (front/back/side, whichever requested) without knocking or ringing. We are doing our best not to touch door handles, so you may find your bags outside on your covered porch or at your screen door rather than inside it.

Returning Bags & Jars:
Please help us get empty bags and jars back by being sure to leave them with your concierge (apartments/condos), in the lobby, or at your door (houses) on the day of their delivery, since we won't knock/ring at your door.

Pickup Hubs:
Many Penguin Pickup locations continue to operate as usual for now.  All other pickup hubs (includeing our stores) will be moved to home delivery. 

Please Wear A Mask To Shop In-Store

Starting, July 7, 2020, all customers and staff will be required to wear a mask or face covering when entering our stores under City of Toronto By-Law 541-2020.* Toronto City Council approved a temporary bylaw to make face masks and coverings mandatory in enclosed, indoor public spaces as of July 7 to help reduce the spread of COVID-19. 

"Mask or Face Covering" means a mask, balaclava, bandana, scarf, cloth or other similar item that covers the nose, mouth and chin without gapping. A face shield is not an alternative to a mask. The Centers for Disease Control (CDC) has stated that they do not recommend use of face shields as a substitute for cloth face coverings.

*Some people are exempt from wearing a mask or face covering due to age and health reasons. Proof is not required.

Hours at Our Stores:

Fresh City The Healthy Butcher Mabel's Bakery

111 Ossington Ave
Mon - Sat: 10am to 8pm
Sun: 10am to 7pm 

695 Bay St
Mon - Fri: 8am to 8pm
Sat - Sun: 8am to 8pm 

298 Eglinton Ave W
Closed for Renovations!

565 Queen St W
Mon to Sun: 11:00 am – 7:00 pm

1156 Queen Street West:   
Mon - Sun: 7:30 am - 5 pm

323 Roncesvalles:
Mon - Sun: 9 am - 7:30pm

2755 Dundas W:
Mon -Fri: 7:30am - 7:00pm 
Sat: 8am - 6:pm  
Sun: 9am - 6pm

St. Clair
Mon to Sun: 9:00 am – 5:00 pm

In addition, we are currently only accepting credit and debit payments for the safety of our customers and staff. No cash payments. 

Most Importantly: 

We ask for your kindness. It has taken tremendous courage and empathy from every one of our team members to show up to work everyday and service our customers. Please be kind to us and to each other. We know it is frustrating to not see some of your regular items on our site but we are trying as fast and as hard as we can. We need each other to get through this together.

We are working hard to maximize our coverage and we apologize for any inconveniences. Please know that we are doing absolutely everything in our power to fulfill the tremendous volume of orders we are receiving.

We are tracking Toronto Public Health updates and news reports regarding COVID-19, and as things develop, we will re-evaluate and keep you updated about any changes to our policies, procedures and/or operations.

Keep well,