Fresh City stopped charging delivery fees since the first Covid-19 lockdown in March 2020. We had originally hoped to extend this waiver to the end of the pandemic and ideally beyond. Unfortunately, we can no longer sustain this approach. We will be introducing an all day delivery fee of $2.99 on December 1, 2020. All delivery fees are waived with our Seasons Pass Membership.
Yup, you read that right! You can now get alcohol delivered alongside your groceries! You will need to be home for your alcohol delivery to show ID to our driver. If you are not at home when we arrive, we will not be able to deliver your alcohol. Please wear a mask when you meet our driver at your door. Please note: a $4.99 fee is added to all orders containing alcohol (Free for Seasons Pass members)
Effective March 12th we implemented non-contact deliveries. Our drivers are making an enormous number of deliveries per day. Given it is beyond our ability to assess and manage COVID-19 hazards that they would encounter upon each drop off location, we have a “no-knock and no-contact” policy in place. Our drivers will not be doing any direct-to-door deliveries. This decision is in line with the Occupational Health and Safety Act (OHSA).
Condos & Apartments Buildings
Our drivers will not be going into 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 for your building. In this case our driver will call you, and most likely leave your delivery inside the building lobby/entrance.
The only exception would be for a special needs customer that is noted in the delivery order instructions. Please contact our Customer Support team to make this request. On these exception occasions, delivery will be made to your door, but we will not knock or ring.
We will leave your bags at your door (front/back/side, whichever is 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.
The ETA email will give you a heads up of when you can expect your order. And 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.
We are now using dry ice to help keep frozen and cold items at their correct temperature. Dry ice looks exactly like ice cubes and will be loose in a foil pouch. You will be reminded to look out for dry ice, as there is a warning label on every box. Please do not touch dry ice with bare hands, as it can burn your skin on contact. Please use a dish towel or gloves to remove items from the bags, especially if you still see dry ice. Read more here.
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. Credits for missing items will be applied to your account as quickly as possible.
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.
To help reduce the risk to our customers, we are now delivering in cardboard boxes. Please recycle your boxes. We are also using dry ice to help keep frozen and cold items at their correct temperature. Dry ice looks exactly like ice cubes. You will be reminded to look out for dry ice, as there is a warning label on every box. Please handle with caution. Read more here.
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.
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. Read more here.
We are currently only accepting credit and debit payments for the safety of our customers and staff. No cash payments. Thank you for your support and understanding.
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