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 72 hours. Please take note of pick-up times as they vary from location to 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 takes 72 hours from when your order is placed. For example, orders placed on a Monday (until 12:00 am EST/midnight) will be ready for dispatch on Friday of the same week.

When Can I Expect My Order (to arrive)?

Orders will be delivered to your door 3 days after you have checked out and placed your order online. Our current delivery window is 1:00 - 5:00 pm.

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.

I don't want delivery, how can I order for curb-side pickup?

Please note, at this point in time you can only checkout online for delivery. We are working diligently behind the scenes to be able to migrate our pickup function to the checkout page as well, so you have both options. In the meantime, if you are really looking for pickup in place of delivery you can leave us a note when checking out and we'll be sure to remove the delivery 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.

I've browsed your site and did some shopping but I cannot check-out, now what?

Please note as our site is new and we are still in the testing phase, we are currently limiting the amount of orders we take per day. If this is the case, after you browse our site our cart page will be disabled and you will not be able to check out until the following day.

What is your order lead-time?

Our NEW order lead time is 72 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. Currently we deliver across the GTA.

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-- we do not have an inventory system at this time, but we will be manually manage our stock levels instead. Additionally, we urge you to use our Suggestion Box to let us know if there is a product you are looking for that you don't see online! Feedback is welcome.

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 also store all completed orders in our outdoor trailer 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?

We have temporarily suspended all of our catering services at this time, but look forward to putting these items back online when it is more appropriate.

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: info@summerhillmarket.com.

Do You Mark-Up Your Prices Online?

Our products are the same price in-store as online. We charge an $8 picking and packing service fee which is added to the order as a whole. Delivery is also 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, when our online credit system is up and running we will be able to 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.