FAQ

Common Questions

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 $30 restocking fee.

I don't want delivery, how can I still 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.

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.

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 fulfilment takes 96 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.

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.

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

Due to current order volumes, we are unable to accommodate any changes once your order has been placed. If you are in need of many additional items, we ask that you place a new order. We apologize in advance for any inconvenience.

Do You Offer Subsitutions?

Please note, on the whole we mandate to our shoppers that substitutions are not allowed. In the event that you have ordered a fresh or prepared food item and we have the same product you have ordered but an alternate size or format, we will use our discretion to provide you with a product of higher value at the same cost [as the original item you ordered]. 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.

Do You Offer Curb-Side Pickup?

Yes! Just leave us a note when you are checking out and we will remove the delivery fee for you. Please note that both pick-up and delivery both need the full 96 hour lead-time.

When Can I Expect My Order?

Orders will be delivered to your door 4 days after you have checked out and placed your order online. Our 96-hour lead time enables us to produce fresh product that is made to order. Our current delivery window is 1:00 - 5:00 pm.

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.

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.

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 calculated on checkout based on the distance of your drop off point from our main store in Rosedale.

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.