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General FAQs

Signing up with SPUD

HOW DO I SIGN UP WITH SPUD?

Signing up is easy! If you are a first-time customer, fill out our quick signup form. You’ll receive a 6 letter customer code and password that you can use to log in to the site to begin exploring our great variety of fresh, local and organic groceries.

When you try to check out you will be asked for the rest of your delivery and address information as well as your payment information. Once complete, we will send you a Confirmation email confirming your delivery items and date. Then all that’s left to do is wait for your first order of local food! Sign up here! Remember there is no contract and no obligation and you can order as much or as little as you would like.

About My Account

MY ACCOUNT

At the top of the SPUD site you’ll find ‘My Account’. Here you can access your payment information, view past orders, suspend or hold a delivery, request a refund, change your preferences for grocery substitutions, and change your Fresh Harvest Box preferences.

Substitutions – SPUD strives to fill every order down to the last carrot. However, sometimes a product may be unavailable. To make sure you’re not left hanging, we may include an alternate product that best matches the unavailable product. If we have to do this, we’ll give you a discount on the substitution (produce substitutions receive a 5% discount and grocery substitutions receive a 10% discount). If you don’t want us to substitute groceries, we totally understand. You can adjust your preferences in ‘Substitutions ’ under ‘My Account’.

Fresh Harvest Box Preferences – If you want to adjust your Fresh Harvest Box, you can do so in this part of your account. You can set the preferences for which type of fruits and vegetables you would like to always receive and also tell us if there is anything you don’t want in your produce box. You can also access your Fresh Harvest Box in the Fresh Produce section of the site, under ‘My Fresh Harvest Box Preferences’.

Suspend Delivery – If you have a Standing Order, you can use this feature to put your delivery on hold (handy if you’re going out of town or don’t need to restock on regular items). If you want to change or edit your Standing Order, you will need to access ‘My Standing Order’ at the top of the website.

Refunds – We believe in what we sell, so we offer a 100% satisfaction guarantee on every product. If you are not satisfied with the quality of what you receive in your box, you can request a full refund in your Account by clicking Request a Refund and filling out the refund form. Product refunds usually appear on your account the night prior to your next scheduled delivery day.

Orders – Want to check your past orders? You can do so under ‘Past Orders’ in your account dashboard.

Ordering Information

HOW SOON CAN I GET MY FIRST SPUD ORDER?

The delivery day for your SPUD order is based on the neighbourhood in which you live. View our delivery map here.

HOW DO I ORDER?

  1. Ordering an item: browse through our online grocery aisles using the tabs at the top of the page, or use the search feature to find specific brands and items. Begin building your grocery cart using the +/- buttons. You can see the items you’ve added to your cart in the sidebar or by clicking on the cart icon at the top right of the page.
  2. Finding information about a product: click on a product description or picture to see the detailed description of the product, the ingredients, and the supplier of the product (including the distance each product has traveled to our warehouse).
  3. Finalizing your order: when you have added all the items to your grocery cart, proceed to the checkout to review the items in your cart, and complete your order. You will receive a confirmation email with your order details and delivery day. If you signed up using the Quick Sign up, you’ll be asked to enter your account details and payment info to complete your sign up.
  4. Making changes: You can make adjustments and additions to your order as often as you’d like (before the 3 PM deadline the day before your delivery day). Each time you adjust and submit your order changes, an email will be sent to you confirming your most recent order. Don’t worry! We aren’t sending you multiple orders—your most recent confirmation is what we will be delivering.

WHAT’S MY DELIVERY DEADLINE?

Your order deadline is 3 PM the day before your scheduled delivery day. View our delivery map here. Some of our products are made fresh by local vendors and require you to add them to your cart sooner than our in stock products. This is how we are able to include things in your bin like fresh baked local breads. The deadline for these items will be displayed on the individual products.

WHAT KIND OF PRODUCTS DOES SPUD SELL?

SPUD delivers the freshest, tastiest organic produce, plus a complete selection of wholesome groceries. We have hundreds of products to choose from. If you don’t see what you want, please e-mail or call Customer Care. We have a strict purchasing policy and only carry products which fit within our values and we will not carry things we wouldn’t eat ourselves and this includes things like artificial flavours, colours and sweeteners. You can see our list of banned ingredients here.

CAN I MAKE CHANGES TO MY ORDER?

Absolutely! You can make changes to your order as often as you’d like up until the 3 PM deadline the day before your delivery.

Each time you adjust and submit your order changes, an email will be sent to you confirming your most recent order. It is always a good idea to double check these confirmation emails and ensure all the items you wish to receive are listed and that it is for the correct delivery day.

IS THERE A MINIMUM ORDER SIZE?

Nope! SPUD has no minimum order size. However, if you want free delivery, your order must meet a minimum based on your area. You can check your free delivery minimum requirements here.

CAN I ORDER ON AN AS NEEDED BASIS?

Absolutely! If you don’t have a standing order, simply place an order only when you need one. Your delivery day and order deadlines stay the same.

WHEN WILL I BE CHARGED?

If you’re a new or returning customer, we’ll use the credit card you provide to obtain a pre-authorization for your order. This might show up on your credit card statement appearing as two charges, however, one will be the pre-authorization which is done one business day before delivery and those funds are released immediately. All customers are charged at midnight on the day of your delivery.

CAN I CANCEL MY ORDER?

Yes, you can cancel your order online before your 3 PM deadline the day before your delivery day. If it is after the deadline, you’ll need to call customer care to cancel your order.

CAN I RETURN A PRODUCT?

Of course you can! SPUD offers a 100% satisfaction guarantee. Any products you wish to return can simply be placed in the delivery bin for pickup. The driver will catalog any items in the bin and we will issue you a refund within 48 hours.

WHAT IF I’M NOT SATISFIED WITH SOME PART OF MY ORDER?

At SPUD, we offer a 100% satisfaction guarantee on every product we sell. If you are not satisfied with the quality of any product you receive, you can request a full refund by filling in the refund request form on the Refund Request page (under “My Account”).

WHAT ARE YOUR DELIVERY FEES?

Delivery is free for most orders over $35.00. However, if you live further away the fees can be more.

Once you’ve logged into the site, your My Cart will show the minimum order amount needed for free delivery in your area.

If you haven’t ordered enough to meet the minimum delivery requirement, your delivery fee will be based on how much you order.

Click to find out the free delivery threshold for your area.

SPUD Programs

SPUD REFERRAL PROGRAM

SPUD offers a discount to new customers you invite to our store. Additionally, you get a SPUD credit on your future orders for each new customer you have referred. There are some conditions that apply: To be eligible for the refer a friend credit, you must have spent $75 with SPUD. If you haven’t yet spent $75 with us, don’t worry, your credit will stay in your account until you do, just make sure to use your credit within 90 days. Once your friend has ordered and received their first delivery, your $20 credit will be waiting for you to use. Each of your referrals are required to spend a minimum of $50 to redeem their credit.

 

WHAT ARE SPUD REWARD POINTS?

You can earn points towards FREE groceries whenever your invoice subtotal (excluding taxes, deposits, credits and refunds) is $60 or more. Better still, as your order increases, you’ll get more points for your money.

  • Here’s how it works:
    Your Invoice Subtotal* Points Earned with every $1 Purchase:
     
    $75 – $99.99 1.0
    $100 – $124.99 2
    $125 + 3
       

    *excluding taxes, deposits, credits and refunds

    If your invoice subtotal is $75, you will receive 1 point for every dollar spent, giving you a total of 75 points.

    If your invoice subtotal is $100, you will receive 2 points for every dollar spent, giving you a total of 200 points.

  • Redeeming Your Points: once you have earned 1000 points, you can redeem them for $10 off your grocery order. Points can only be redeemed in multiples of 1000. On the “Checkout” page, click on the ‘Redeem points’ button on the left of the screen. The rebate will show up on your current order. NOTE: Your reward points balance will change to ‘zero’ if your account is inactive for a period of 12 weeks or more.
  • SPUD reserves the right to change the points program at any time.
  • Please note that some promotional offers may conflict with your account receiving/redeeming spud points.

OFFICE PROGRAM

SPUD delivers boxes of fresh organic fruit and grocery items to businesses every morning of the week. All orders are fully customizable, and every delivery is brought right to your office. This allows you to experience the convenience of quality organic products without leaving the building.

A growing number of businesses are signing up for SPUD’s Office Program to improve wellness, increase morale, and boost employee productivity.

To find out how you and your company can benefit from SPUD’s Office Program, click here for more details.

RECYCLING AND UPCYCLING

SPUD has created a program to collect and reuse a wide variety of difficult to recycle items. We accept certain items for recycling in our bins.

To see what we are able to take in your area, check out SPUD’s upcycling and recycling initiatives.

COMMUNITY OUTREACH

The Community Outreach Program is a partnership between SPUD and local non-profit organizations. We support local causes by using our delivery system to collect needed items, collecting donations of clothing, toiletries, household items and children’s toys from our customers. All donations collected go directly to the charitable foundations that we are partnered with for that month. For more information on our Community Outreach program, please click here.

WHAT IS SPUD’S CARBON NEUTRAL PROGRAM?

To reduce our greenhouse gas emissions, SPUD buys locally as much as possible. We also minimize the idling of our delivery trucks, use alternative energy where appropriate, donate any surplus food to our charity partners and use green office practices. On every invoice, you’ll see that you’re doing your part too. You pay a modest 22 cent carbon charge on orders, which is used to buy carbon offsets to help cover the costs to reduce greenhouse gas emissions.

SPUD Products

BY WEIGHT PRODUCTS

Some of the items available on our site are sold by weight, either by the pound or by the gram. The most common items that you would purchase by weight would be cheeses from our deli or fresh fish and meat from our meat & seafood section.

Because these items are priced by weight, the price on our website may differ from the price you will pay based on the weight of the product.

Delivery Information

WHERE DOES SPUD DELIVER?

In Canada, our primary delivery areas include the BC Lower Mainland (Hope through to the Whistler-Pemberton region), Southern Vancouver Island, Calgary and Edmonton.

Within our primary delivery area, each neighbourhood is designated a delivery day. To find out if and when SPUD delivers to your area, please view our delivery map .

DO I HAVE TO BE HOME TO RECEIVE MY SPUD DELIVERY?

You don’t need to be at home to receive your order—just let us know where you would like your grocery bin dropped off. We provide cold packs, freezer jackets and use dry ice to ensure everything arrives and stays fresh.

WHEN DOES SPUD DELIVER?

Our drivers deliver between the hours of 9:00 AM and 9:00 PM.

Your delivery ETA is available the day of delivery and can be viewed by signing in to your account.

I LIVE IN AN APARTMENT—WHAT ARE MY DELIVERY OPTIONS?

There are several options:

  • Provide SPUD with a front entrance key, which will be labeled securely with a special code. Your driver will use the key to leave your groceries at your suite door. Contact us to get a letter requesting a key from your building manager.
  • Get permission from the manager, caretaker, or neighbour to allow your driver access to leave the groceries at your suite door.
  • Leave the groceries in a secure location outside your building or at a nearby location such as your office.

CAN I CHANGE MY DELIVERY DAY?

No, unfortunately you cannot change your delivery day. We route our deliveries as efficiently as possible, in order to cut down on our carbon footprint. We often visit a neighbourhood only once a week. If it is urgent, SPUD express is available- simply click HOME and scroll past the weekly deals to your calendar, and schedule express deliver for $7.95.

CAN I PICK-UP MY ORDER FROM SPUD?

Sure! Please contact Customer Care to arrange a pick-up time.

WHAT IF I MISS MY DELIVERY? CAN IT GET REDELIVERED?

Any unfulfilled deliveries will be 100% refunded. If a delivery is missed, there are several options: We have several pick up options- review our map, or call us at 1-866-857-SPUD for more info.

Requesting refunds & our 100% Satisfaction Guarantee

At SPUD, we offer a 100% satisfaction guarantee on every product we sell. If you are not satisfied with the quality of any product you receive, you can request a full refund by calling Customer Care, or by filling in the refund request form on the Refund Request page (under “My Account”).

Delivery Bin/Box Returns

RETURNING THE BINS/ BOXES

We appreciate your help keeping SPUD green by returning our reusable bins! To schedule a pick up, visit the bins pickup page.

Delivery FAQs

What are your delivery fees?

Delivery is free for most orders.

Once you’ve logged in to the site, your My Cart will show the minimum order amount needed for free delivery in your area.

If you haven’t ordered enough to meet the minimum delivery requirement, your delivery fee will be based on how much you order.

Where does SPUD deliver?

In Canada, our primary delivery areas include the BC Lower Mainland (Hope through to the Whistler-Pemberton region), Southern Vancouver Island, Calgary and Edmonton and surrounding areas.

Within our primary delivery area, each neighbourhood is designated a delivery day. To find out if and when SPUD delivers to your area, please view our delivery map and enter your postal code.

Do I have to be home to receive my SPUD delivery?

You don’t need to be at home to receive your order—just let us know where you would like your grocery bin dropped off. We provide cold packs, freezer jackets and use dry ice to ensure everything will stay fresh and frozen for up to 6 hours. SPUD has a 100% Guaranteed satisfaction policy. If anything ever spoils or your bin goes missing, SPUD will make it right and provide credits or replace items and/or orders.

When does SPUD deliver?

Our drivers deliver between the hours of 9:00 AM and 9:00 PM.

Your delivery ETA is available the day of delivery and can be viewed by signing in to your account.

For certain postal codes we have three time windows available to ensure your delivery arrives at a convenient time. These time windows are given on a first come first serve basis and priority is given to customers with a standing order. Please note that selected time window only apply to deliveries made on your dedicated delivery day.

I live in an apartment. What are my delivery options?

There are several options:

  • Does your buzzer go to a cell phone? If so,when the drive arrives, you can buzz the driver in and arrive home to your groceries waiting safely outside your unit door.
  • Provide SPUD with a front entrance key, which will be labeled securely with a special code. Your driver will use the key to leave your groceries at your suite door. Contact us to get a letter requesting a key from your building manager.
  • Get permission from the manager, caretaker, or neighbour to allow your driver access to leave the groceries at your suite door.
  • Leave the groceries in a secure location outside your building or at a nearby location such as your office.

Can I change my delivery day?

We often visit a neighbourhood only once a weekbut for some postal codes we offer ourSPUD express service. If it is available on your account- simply click HOME and scroll down past the weekly deals to your calendar, and schedule express deliveryon any day of your choice for $7.95.Please note that the delivery time window for SPUD Express is 9am-9pm however you will still receive a 2 hour ETA on the day of your delivery.

Additionally, some areas have more than one possible delivery day.  To see if you have more than one possible delivery day, log-in to your account and your delivery day options will be displayed in the calendar.

Can I pick up my order from SPUD?

Sure! Please contact Customer Care to arrange a pick-up time.

What if I miss my delivery? Can it get redelivered?

Any unfulfilled deliveries will be 100% refunded or if you wish we can arrange a re-delivery of your order on another day that we are in your area.If a delivery is missed, there are several options: We have several pick up options- review our map, or call us at 1-866-857-SPUD for more info.

Delivery Bins & Boxes

Why does SPUD have a bin deposit?

SPUD minimizes waste by re-using our blue bins to deliver customer orders. When customers try us out for the first time, we need to encourage them to return these bins and get them back into service. This small $5 deposit per bin helps incentivize our new customers to return our bins.

How many times will I be charged a bin deposit?

Bin deposits are only applicable to new customers placing their first 5 orders with SPUD. Once a customer is in the routine of weekly bin returns, we no longer require the bin deposit to remind them.

Is there a maximum I can be charged on bin deposits?

The bin deposit is $5 per bin, per order. So if your order includes 2 bins, your deposit will be $10 for that order.

How do I get my deposit back?

Bin deposits are credited back to your account for future purchases as soon as the bin arrives back in our warehouse. We scan each bin in and out attaching them to the customer receiving the bin. When your bin is scanned in, the credit automatically hits your account.

What if I don't receive my bin credit?

If it has been 48 hours since your bin was returned and you don’t notice a credit on your account, please call Customer Service for assistance.

Where will I see my Bin Deposit Credit?

Bin Deposit Credits will be able to be seen on the SPUD.ca Homepage once you have logged in, Credits are located on the bottom right side of the page. Also you can find them on the Check Out Page on the lower right side when you place an order.

SPUD Express Delivery

How much does the SPUD Express service cost?

Spud Express is currently available in Vancouver and Calgary.
The service cost is: Vancouver: $7.95 or FREE with orders over $200.

Can I order more than once a week?

Absolutely! Order a few extra items to top-up your weekly delivery, or spread your orders across two delivery days to keep your kitchen stocked with fresh groceries throughout the week.

Can I change my SPUD Express order after I've submitted it?

Of course – the deadline for editing your order is 3PM the day before your delivery.

Will SPUD Express Deliver in my area?

Vancouver: We’re currently offering Express service in most of the Metro Vancouver region, including West and North Vancouver, Richmond and Surrey.

What days of the week can I use the Express service?

Monday-Friday

What time will Express deliveries be made?

Vancouver: Deliveries will take place during our usual delivery window of 9AM-9PM. You can log in to your account on the morning of your delivery day to see an estimated time of arrival.

How will I know when the delivery has been made?

You can track your delivery by logging in to your account the day of your delivery – we’ll display an estimated time of arrival and a timestamp when it’s been delivered.

What is the order deadline for Express deliveries?

3PM the day before your delivery day.

What does "Trucks Full" mean?

We have a limited number of spots available for deliveries on any given day. When we fill those spots, the option to select that day will be replaced with “Trucks Full” icon on the delivery calendar.

Why isn't SPUD Express available in my city/region?

SPUD Express is a new service, and we can’t be everywhere just yet. We appreciate your patience as we expand.

Why does SPUD Express cost more?

Delivering more frequently to different areas comes with a higher logistical cost, so SPUD Express orders are subject to a small fee. On your default delivery day, we’re already coming to your area, so delivery is free.

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