Deliveries - Fresh St.

Frequently Asked Questions (FAQs)


How do I contact Fresh St.

Got a question? Call 1-855-398-8181

We are available by phone Monday through Friday from 8AM-6PM. Alternately try email using our handy form that can be found on our contact page

How do I schedule a delivery?

Scheduling a delivery is easy. In the top right mini-cart we let you know the earliest available delivery slot. Once you have completed your order you can proceed through the Checkout and select your specific delivery day and time.

Simply follow these steps:

  • Step 1: Select the Checkout button.
  • Step 2: Enter the billing address from your credit card. If your delivery address is different from your billing address, you can enter a that address at this step of the checkout process. 
  • Step 3: Schedule your delivery date and time. We allow you to order up to 6 days in advance and this screen identifies the available delivery slots. Choose here and enter any delivery instructions that you may have. Remember that you have to be home or have someone who can sign to acknowledge the delivery when we show up.
  • Step 4: Enter your credit card information. Credit Card purchases are processed by Moneris and your card information is never stored on our servers. 

Can I register several delivery addresses?

At Fresh St. you have the flexibility to update your delivery address on an order by order basis designating different addresses for each order placed. Please note however that each order must fall within our delivery service area. The Fresh St. website only allows for the storage of 1 primary delivery address. 

Can I change my delivery time/address after I’ve ordered?

YES! However, since your order is transmitted to our picking staff immediately after you receive confirmation, we will manually need to make changes to your order in our system. To make delivery changes please call our customer service line as soon as possible. You can find our contact information included in your order confirmation email and on our website under the “Contact Us” page.

Who will deliver my order?

Fresh St. uses professional delivery personnel who work hard to meet and exceed your expectations. At your door, your Fresh St. delivery driver will display their laminated photo identification and their name when they first arrive. At every step of the way, ensuring that you receive your order when you expect it, and in the freshest condition possible is our top priority.

How do you deliver my order?

Our experienced drivers will personally deliver your online order using vehicles designed for the safe transport of your order. Our climate controlled Fresh St. Market delivery vehicles ensure that your groceries will be kept at the correct temperature during transit to ensure optimal freshness and your complete satisfaction. Our professional drivers will bring your order to your door where you will be asked to sign a delivery note acknowledging receipt of your groceries. Upon request, the driver will carry goods into your house should you desire.

How do you ensure that frozen and chilled products are delivered in optimal condition?

To ensure that frozen and chilled products are delivered at the proper temperature, we pack these items in separate bags or containers to keep them at the right temperature. Your groceries are delivered in vehicles that maintain the proper temperature to ensure your products are received at the temperature they are intended to be maintained at.

Can I pay for my groceries when they are delivered?

No, we have made a decision that for both the security of our drivers, and for the security of your credit card information, we complete all transactions by credit card online. Rest assured that when you enter your credit card online at Fresh St. your information is never stored on our servers and the integrety of the processing is to the highest industry standard.

Should I tip the delivery driver?

Our delivery drivers are not permitted to accept tips from our online customers. If you feel that your driver deserves extra recognition, please contact our customer service department to tell us what they did for you. If you don't remember your driver's name, that's okay, we can look up the driver assigned to your order through our system. The driver will be recognized through a staff recognition program and will be commended for their extra efforts. 

What happens if I'm not at home when the driver arrives?

If you're unable to be home our drivers are instructed to return your groceries to the Fresh St. Market store where they originated. Our driver will leave a card at your door asking you to call the Fresh St. Market. com customer service number to reschedule your delivery.

What if the driver is late?

We work very hard to make your delivery within the two-hour time slot which you select at check out. While we do factor in traffic volumes and other foreseeable delays into the estimated delivery time, occasionally, delays can happen which are beyond our control. We will try our best to inform you of any potential delay, as soon as it becomes known. You should receive a call from your Delivery Driver or from Fresh St. customer service advising you if your delivery is delayed.

Can I return goods to the driver?

With 100% satisfaction our goal, we are pleased to offer you a 100% Money Back Guarantee on items you are not satisfied with.

Simply return the product to the originating store along with your receipt and the credit card that the order was charged to and any of our cashiers will be pleased to process a full refund to your credit card account.

Please note that delivery drivers are unable to accept or process returns.