Delivery Service FAQs
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.
In Canada, our primary delivery areas include the BC Lower Mainland (Hope through to the Whistler-Pemberton region), Southern Vancouver Island (from Victoria and the Saanich Peninsula, west to Jordan River and north-east through Nanaimo), Salt Spring Island, Calgary (Strathmore to Canmore; Okotoks to Carstairs) and Edmonton (east to Ardrossan and Sherwood Park, west to Spruce Grove, south to Beaumont and Leduc, and north through St Albert, Sturgeon County, and Fort Saskatchewan).
You don’t need to be home to receive your order, our product stays perfect for 6 hours.
We provide cold packs, freezer jackets and use dry ice to ensure everything arrives and stays fresh.
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.
Of course! 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.
You can’t change your delivery day, and here’s why. We route our deliveries as efficiently as possible, in order to cut down on our carbon footprint. We often visit a neighbourhood only once in a week. This makes sure that we don’t backtrack or waste gas.
Sure! Please contact Customer Care to arrange a pick-up time.
The order may be re-delivered the next day. Any perishables will be refreshed the next morning to ensure everything you have ordered arrives in perfect condition. Any unfulfilled deliveries will be 100% refunded.
Delivery Bins and Boxes
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.
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.
The bin deposit is $5 per bin, per order. So if your order includes 2 bins, your deposit will be $10 for that order.
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.
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.
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
Spud Express is currently available in Vancouver and Calgary.
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.
Of course – the deadline for editing your order is 3PM the day before your delivery.
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.
3PM the day before your delivery day.
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.
SPUD Express is a new service, and we can’t be everywhere just yet. We appreciate your patience as we expand.
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.