Orders for Same Day delivery must be submitted before 12:00 on the day and ready to be picked up before 1pm. Any orders that are placed after 12:00 can only be processed as Next Day delivery.
Next day orders must be ready for pick up the day before delivery, or before 12:00 on the day of delivery. All Same Day and Next Day delivery happens between 9:00 to 21:00.
Our driver will pick up your order at two any of these two time slots: 9:00 - 13:00 or 14:00 - 18:00
If you do not schedule a pick up time slot, our driver will pick up your order based on our route for the day and your operation hour.
For Same Day delivery, our driver will pick up your orders either between 9:00 - 13:00 or 14:00 - 18:00 on the day.
For Next Day delivery, our driver will pick up your orders either between 14:00 - 18:00 the day before or 9:00 - 13:00 on the day of delivery.
If you have to schedule your pickup for one of the two time slots, we will charge you an additional $2.00.
You will be notified via SMS with our driver’s ETA when our driver is enroute to your location. If our driver arrives and your order is not ready for pick up within 10 minutes, our driver will have to proceed to the next location to ensure other customers’ on-time delivery, another driver will come for pick up within an hour. If the order still cannot be picked up by then, a $6.00 fee will be charged for the following pick up attempt.
If you wish to schedule a Same Day delivery pick up before 13:00, you should notify us by 17:00 the day before that you have a delivery need coming up.
Our same day and next day delivery happens between 9:00 - 21:00. If the delivery address has an operation hour that closes before 21:00, or if the customer cannot receive an order by a certain time, please note it in the “Delivery Window” section when you place your order. Refer to our fee structure for fee details. For 2/4 hour delivery, you should place your order at least 3 hours before your pick up time.
Our driver can leave the package at the customer’s door if it is a house. If the customer lives in an apartment, the driver may enter the building and leave the package by the door if provided with a buzz code. The customer will be notified of the driver's ETA ahead of time, our driver will also make at least two phone calls to contact the customer within 5 minutes. If all else fails, all same day and next day delivery will be sent to our satellite warehouse and attempt for a second delivery the next day free of charge. If the second attempt fails, the package will be sent back to the merchant after 48hours and the merchant may place another delivery order. If the merchant wishes to have their package back within 48 hours, they may pay a flat fee of $6.00 to have the package delivered back within the same day.
If you need time to prepare your shipment, you can schedule a one hour pick up window for free for our driver to arrive (ex. If your order is ready to be picked up at 14:00, schedule a pick up window for 14:00 - 15:00).
You will be notified via SMS with our driver’s ETA when our driver is enroute to your location. If our driver arrives and your order is not ready for pick up within 10 minutes, our driver will have to proceed to the next location to ensure other customers’ on-time delivery, another driver will come for pick up within an hour. If the order still cannot be picked up by then, a $6.00 fee will be charged for the following pick up attempt.
You will need to be responsible to ensure the customer is home to receive their order. Since our 2-4 hour delivery window is small, it is easier to ensure customer’s availability. Our driver will make the best attempt to reach the customer for delivery. If all contact attempts fail and the order cannot be dropped by the door, the driver will finish all 2-4hour delivery orders on hand and then return the perishable goods back to your store within 2 hour. We will charge a return fee based on each failed location, at our 2-4 hour delivery rate. Unfortunately, we cannot offer refrigerated storage at the moment.
Yes, our driver will be able to take the payment on your behalf. All payments collected will be sent back to our office for pick up after 48hours (285-5489 Byrne Rd, Burnaby). If you wish to have our driver deliver the received payment to your store, you may schedule a delivery window after 48 hours, and our drivers will come and deliver your payment with a $6.00 delivery fee. For COD service fee, please refer to our fee structure.
Yes. If the customer requests for an exchange on the spot of delivery, the driver will collect the exchange item and place it at our nearby warehouse facility; You may then schedule a delivery back to your store after 24 hours at the flat rate of $6.00. All other exchange services will be treated as an additional delivery, the rate will be subject to delivery location.
Once the order is picked up, if the customer needs to change their address, the shipment will be sent to our nearby satellite warehouse for another agent to pick up. The customer will need to pay an additional charge based on the new delivery address, calculated using our rate sheet provided.
Yes. We can collect any thermal bags, bottles or other reusable packaging from your customer. All collected items will be sent to our office, you may schedule a delivery after 48 hours back to your store, a delivery fee of $6.00 apply. If you place orders on a consistent basis, you may arrange a fixed return date to return all your collected goods on a weekly basis
You can track your order status on our merchant website, under the “Orders” tab.
Please refer to our fee structure for detail.
