The Ultimate guide to our new online store. Find all of our policies and procedures for online shopping in this post.
Placing an order:
Due to current order volumes, we are unable to accommodate any changes once your order has been placed. We apologize in advance for any inconvenience.
Online shopping not for you? Check out our personal shopping service page here for more information on how to place an order by email or phone with our Essential Supply order sheet.
Pricing:
Delivery is calculated on checkout based on the distance of your drop off point from our main store in Rosedale.
We are in-store pricing but there is an $8 picking and packing service fee. This enables us to hire a crew at night to process the orders and reduce the amount of people in our stores.
Personal shopping & picking:
Substitutions
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.
Delivery & order collection:
Pickup is not available from our e-commerce store at this point in time. Orders will be delivered to your door 4 days after you have checked out and placed your order online. Our 72-hour lead time enables us to produce fresh product that is made to order.
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. Our delivery boundaries currently cover the GTA.
We are using a third-party courier service. They will be delivering no-contact in a specified window of time and will taking a picture of the order at the door (and text it to your contact number on file?). If there is nobody home to receive the order, we will leave the order at your door (or vestibule, porch, concierge). It will be the customers responsibility as our products will be leaving our premises in a refrigerated environment to arrive straight to your door.
(We are working on an App so that you can track and follow your order from our store to you!)
Inventory & availability:
If we are out of stock on an item your order will be credited. We apologize – we do not have a full inventory system at this time, but we will be managing our stock levels.
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.
Other services:
Catering is not available at this time, but we are looking forward to putting this back online when appropriate.
Customer & order satisfaction:
We kindly ask that our customers be patient with us as we launch this service in the most unique of circumstances. Summerhill Market has been reared in a culture of prioritizing a high-level of customer service.
Our service has changed from accommodating as many requests as we can to now simply being able to accommodate as many of our customers with just the basics under these exceptional times.
Out of necessity and choice, we are very limited with our level of staff and are working virtually around the clock with safety as our number one priority over our usual service-levels. It’s been a difficult switch for both us and our valued customers.
We ask that you adapt with us and have consideration for the exceptional times we are in and know that we look forward to a new norm when things can return to ‘business as usual’ practice.
We want to hear from you!
We are always looking for ways to improve. Send us your feedback on your online experience with us. Looking to request a product that you have purchased in-store but don’t see online? Drop us a line here: info@summerhillmarket.com.
