An Update From Our Team
COVID-19 Policies, Item Availability & Delivery Impacts
updated May 26, 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:
- There is a daily cap on the number of deliveries per day. Once the cap is reached we cannot take on any additional deliveries that day.
- Hit the delivery cap? Saturday & Sunday often have open slots, give it a go!
- Deliveries are non-contact and may arrive as late as 12am.
- 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 Aug 31, 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.
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.
- 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.
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.
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 safetey, 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.
Many Penguin Pickup locations continue to operate as usual for now. All other pickup hubs (includeing our stores) will be moved to home delivery.
Hours at Our Stores:
|Fresh City||The Healthy Butcher||Mabel's Bakery|
111 Ossington Ave
695 Bay St
298 Eglinton Ave W
565 Queen St W
1156 Queen Street West:
2755 Dundas W:
In addition, we are currently only accepting credit and debit payments for the safety of our customers and staff. No cash payments.
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.