FAQ

Common Questions

How Can I Add, Edit or Adjust My Order Once It's Been Placed?

If you are looking to add items to your order, please call us directly at 416-921-2714 x.218. We will require your credit card details again so that we can process any additional charges for the extra items you have ordered. These items will be added based off of what is available in-store at the time you make your request.

Do You Offer Curb-Side Pickup?

Yes! Just select pick-up as your service option when checking out. We'll be glad to prepare your order for you within 48 hours. Please make note of pick-up times as they vary from location to location. For curbside pickup, please arrive according to your time slot and pull into the curbside parking spot located on the East side of the building (446 Summerhill Ave.) next to our receiving bay and TEXT (647) 760-5058 with your order number and last name. A staff member will bring the order to your car. Contact-free pickup is only available from our Rosedale location.

When Can I Place My Order?

Our delivery service is open 7 days a week. As we are now online, orders can be placed at any time of the day. Order fulfillment currently takes 48 hours from when your order is placed.

Do you have a cancellation fee?

If you wish to cancel and order, you may do so from your account page OR by giving us a call directly at 416-921-2714 x218. Please note that all order cancellations are subject to a 15% restocking fee.

Can I Pick Up From Any Store Location?

Yes! Simply select your desired pickup location on checkout (Rosedale, Annex, and Sherwood are currently available). Please note, at this time our Rosedale store is the only location currently offering a designated Curb-Side Pickup parking spot and a contact-free option if desired. Please leave us a note on checkout if you wish for your pickup to be contactless.

What is your order lead-time?

Our NEW order lead time is 48 hours, all orders placed online function according to this format. When placing your order, you can always see the next available date and time slot on the checkout page (via dropdown calendar).

My order is "On-Hold," what does that mean?

Do not fret! A status of "on-hold" means that your order has been placed, and a pre-authorization for your cart total has been processed on the card number you checked out with. Please do not think we don't have your order. If for some reason you did not receive an "on-hold" email from us, please contact us immediately at 416-921-2714 x218.

Do You Offer Subsitutions?

Yes, you will have the opportunity to specify your preference regarding substitutions on our checkout page. i.e. Check "YES" or "NO." We will make substitutions for products of a higher value at our discretion. For example, if you have ordered a small beef lasagna, we will send a large size if that’s all we have in stock for no extra charge. If you have asked for a green pepper, we may send an organic one in its place.

Where Do You Deliver?

Delivery costs are calculated on checkout based on the distance between your drop off point (home address, recipient address) to our main store in Rosedale and the weight of certain cart items. Currently, we deliver across the GTA. Delivery starts at $9.75.

Inventory & Availability

If we are out of stock on an item you will be credited within 48 hours of discovering the error. We apologize in advance for the inconvenience! Additionally, we urge you to use to let us know if there is a product you are looking for that you don't see online! Feedback is always welcome. Feel free to email us at orders@summerhillmarket.com.

What About Frozen Items?

Frozen items are not listed at this time. When we have had practice and are assured of service levels, we will eventually add frozen items.

How Do You Package My Groceries? Is It Refrigerated?

All relevant items in your order that need to be kept refrigerated are done so throughout the fulfilment process. After your order has been packed, we keep all completed orders refrigerated until your order is ready for dispatch or pickup. Ice and cooler bags are available in-store for purchase if needed. If you are taking your goods up North, we recommend bringing coolers to re-pack your order for the journey.

Will You Give Me A Delivery Update or Order Tracking?

We are using a third-party courier service to deliver your groceries. The driver will make a contactless drop off in a specified window of time and will taking a picture of the order at the door for reference. If there is nobody home to receive the order, we will leave the order at your door (or porch, concierge etc.). It will be the customer's responsibility to place the order in a refrigerated environment once it arrives at your door.

But really, how can I check-in on my order?

If you have an account with us, you can view the status of your order under "My Account." If you checked out as a guest, please pay attention to your inbox as we will email you when your order status has changed from "on-hold" to "processing" to "completed."

Can I Order Catering Online?

Yes! All catering orders can be placed online from the items under the "catering" tab, this is our most up-to-date menu. Our kitchen requires at least 72-hours notice for your order to be prepared. If you are ordering groceries and items from our catering menu, your order will default to 72 hours out.

I am looking for a birthday cake!

Feel free to check out online with one of the many cakes we make in house or supply in-store. If you are looking for a special birthday message, cake writing, or something larger & a little more custom--please call our pastry counter directly at 416-921-2714 x219.

We want to hear from you!

We are always looking for ways to improve. Looking to request a product that you have purchased in-store but don’t see online? Drop us a line here: orders@summerhillmarket.com.

Do You Mark-Up Your Prices Online?

Our products are the same price in-store as online. Delivery is calculated on checkout after entering in your shipping address.

What Happens When I Received Items I Don't Want?

Items that have been mis-picked are the responsibility of Summerhill Market. We apologize for the mistake, and will credit you back for the item in full. Alternatively, we can issue you a store credit to redeem off your next order with us.

How Do I Create An Account Online?

Not to be confused with our In-Store Customer Accounts, creating an account on the SHM Online store enables you to gain access to features like saved payment details and addresses for faster checkout, a "re-order" option, favourited' items & saved shopping lists. You can create your account via the "Log-In/Register" page or on checkout.

How Do I Manage My Shopping Lists?

While browsing our online aisles, you may notice you can heart or add items to a favourites list. This enables you to save your weekly grocery order, lists for friends & family, recipes and more.

I Want To Special Order A Cake Or Other Pastries I Don't See Online

Please note, to special order an item from our pastry department that is not available online you can do so by calling our store directly at 416-921-2714 x219. All pastry orders (including Summerhill's Own products or Third Party vendors) not placed online require payment in-store, in full (no deposits) before your order can be confirmed. These orders are available for pickup only at this point in time. We are currently unable to accept a confirmation payment via phone or account number, so they must be done in person.

Can I buy a mixed case of wine (i.e. More than one type of wine in a case) or a single bottle?

Unfortunately, we cannot sell single bottles or partial cases due to LCBO regulations. The majority of our wines are sold by the unmixed case. A number of our premium wines are packed six bottles per case or three bottles per case – this is clearly noted on our price list and on the website product descriptions. While we cannot sell bespoke mixed cases, we do have a curated selection of mixed cases available for purchase.

Can I buy wine from Rogers & Company if I live outside of Ontario?

We are not permitted to sell wine to any address outside of Ontario.

How Do I Request Long Expiry Dates?

Please note, it is our online store policy that we provide all of our prepared foods in your order with a shelf-life of three days or longer. We will do our utmost to provide you with the longest date possible on all of our house-made product.

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