Our Commitment to Serving our Community.
The world is facing an issue that we have not seen in our generation and the uncertainty is challenging. With any challenge, it has never been more important for us to ensure the safety and support of our customers, teammates and communities..
We are an essential service and are working around the clock to serve our community. In our history, we’ve never seen so many customers visit our site looking for our service and we are working hard to keep our shelves stocked in the face of unprecedented demand for products.
We’re doing everything we can to keep people healthy across our business and the following actions have taken place:
- All team members are working remotely that do not need to be in the offices
- Adding product limits to items to try and lessen the shorts customers will face
- Any team members who feel ill are requested to stay home, and all are temperature checked daily upon arriving at the facility
- We have moved our order deadline to 5 pm from 8 pm to our help our team fulfill orders
- Orders may be coming later than normal due to the high demand and we apologize in advance
- We have stopped all visits to our facility
- Our facilities are always clean, but we have increased the cleaning and sanitization
We believe the key to defeating this challenge is to act with Transparency and Trust, and understand the Facts Not the Fears.
This is a difficult situation and we are committed to doing everything we can to support our community at this time.
We will get through this together and we truly appreciate the support, understanding and patience during this state of emergency.
Please be safe and wash your hands.
Love, SPUD Community Care
At this time we are operating above capacity.
To check for the first available delivery day in your area, sign in or create an account before browsing – if there is no availability on the calendar, we are unable to accept new orders.
Each Sunday, a new week becomes available, please continue to check our website to monitor delivery days as they become available.
If you require a refund we ask that you please request a refund through our Online Refund Tool.
If it is your first order or first order in 3 months or more, your refund tool and invoice will become available the day following delivery.
Need help requesting a refund?
Bins and Packing Materials
We are unable to arrange bin pick-ups as usual at this time.
Your SPUD order may arrive in a cardboard box instead of the usual bin. Please put the freezer bags, gel packs and ice bags outside for your driver to pick up and return to be sanitized. Please leave reusable packing materials out for 3 days before your next delivery. This will help ensure our drivers safety as the coronavirus can live on surfaces for several days.We can’t take back the cardboard boxes, please recycle them.
To limit public access and encourage social distancing, bin returns and pick-up orders are no longer accepted at our warehouse as a measure to limit public access and social distancing.
Reusable bins may be returned to our Be Fresh or Organic Acres locations.
Our partner couriers who are helping to deliver bins are not able to take back packing materials. They can only drop off at this time.
How to Receive a Contactless SPUD Delivery During the COVID-19 Pandemic
Place bins and packing materials outside your door for pickup
Place any reusable bins you have, freezer bags and gel pack outside your door. Please leave them out for 3 days before your next delivery. This will help ensure our drivers safety as the coronavirus can live on surfaces for several days.
If you received a cardboard box, please recycle it.
Get your order delivered straight to your door
Your driver will drop off your new order & collect the packing materials.
Keep your driver safe
To keep our drivers safe, please do not greet them at the door. Friendly waves from a distance are, however, appreciated.
We know you have some questions
If there is no availability on the calendar, we are unable to accept new orders.
We have closed our warehouses for pick up at this time to ensure the safety of our warehouse teams. Existing pick-ups at our retail locations (Be Fresh Cypress and Organic Acres) are still being fulfilled.
A new day to order is available each morning
Yes. Removing all items from your cart signals our system you have no order and it will cancel your spot. As we are operating over capacity, it will not be possible for you to get that spot back. Ensure you have $30 or more in your cart so that our system recognizes your cart as an order.
SPUD doesn’t operate like other grocery stores. Instead of holding a huge inventory of products, we rely on frequent deliveries from our vendors to fill orders. When a product is available for you to order, that means we expect that we will be able to get it for you. When something is missing from your order, it is not that we have run out of that item or have given it to someone else, it is simply that the product we ordered did not arrive.
We run our business in this model because under normal circumstances it is more sustainable and reduces food waste. We (and our suppliers) are working hard to adapt to the current circumstances. This involves increasing our orders, ordering further in advance, and securing extra warehouse space to store the higher volume of product that is now needed to fill orders. With these adjustments, we hope to be able to provide more accurate orders very soon!
Changes to existing orders can be made up until 3pm the day before your delivery.
To help our teams best fill your order, we are recommending you make and confirm your changes as early as possible to ensure product availability.
Unfortunately we are unable to make changes to orders past the 3pm deadline.
Our teams are working around the clock to fulfill the orders that are coming to our warehouses daily. Each day we are faced with various challenges that can impact how many orders we are able to get out in a given day. As we’ve never faced a pandemic and demand to this scale, there are times we are unable to get all the orders out that day.
Please ensure you are able to receive SPUD e-mails through communication settings to get the most up-to-date information about any changes.
Moves are based on delivery area and are done in an effort to accommodate the maximum number of people with the resources we have.
Our goal is not to have to move anyone’s order. We are doing our very best and working as hard as we can to make this happen.
We are unable to provide delivery windows at this time. Please ensure you are able to receive text and email notifications from our team for updates.
If you are a new customer or if you are returning to SPUD after 90 days or more, we will use your primary or back-up credit card to obtain a pre-authorization for your order to ensure successful payment upon delivery. This may appear on your credit card statement as two charges; however, one of these is the pre-authorization which is typically done one business day before delivery. This is just a hold on funds and released immediately from SPUD once your order has been delivered and the charge has gone through. This is then transferred to your financial institution to be returned to your account.
If you are a regular SPUD customer (you have received an order in the past month) and still have questions about billing please submit your concern via email.
In normal times, we ensure that invoices are updated and adjusted prior to orders shipping from our facilities. However, in order to meet the needs of the community and get food to as many people as possible, we’ve been processing those adjustments on a more delayed schedule, ensuring that orders are delivered during waking hours. The current expectation is that you should see adjustments to your order later on the day of delivery.
Our purchasing and receiving teams are hard at work to bring in the items our customers need. Due to this crisis, there are some products that we are having significant difficulty sourcing in the quantities needed.
If your order arrives with missing items, we unfortunately are not able to redeliver those items to you at this time.
Please give our system a day to catch up before you request a refund on any missing items. If after a day you have not received an email or seen those items refunded, please request a refund using our Online Refund Tool. If it is your first order or first order in 3 months or more, your refund tool and invoice will become available the day following delivery.
At this time we are not able to accept new standing orders.
At this time, all new orders must be placed through the website as normal. This will allow for us to serve the maximum number of people. Please sign in and create an order for the next available day.
To better serve our community, we are partnered with a courier service to help deliver as many orders as possible. This partner is not able to collect empty binsat this time.
We are unable to accommodate bin returns at this time – please ensure your bin and packing materials are accessible to our driver at the time of your next delivery.
You can leave these items outside for your driver to pick up when your next order is delivered.
As an essential service during this crisis, the increase in demand for online groceries has led us to look for more ways to serve our community.
We have decided to start using cardboard boxes so that we can get more orders out to as many people as possible. There is no additional fee for the cardboard box. We can’t accept the boxes back as we are unable to ensure sanitization upon their return. Please reuse them if you can, or recycle them!
Packaging materials such as foil bags, crates or ice packs may be returned to our retail locations or left out for pick up at the time of your next delivery.
You can sign up on the homepage of our website. At this time, if no days are available on the calendar, we have no capacity to accept new orders. Check back daily for available days.
If you are interested in browsing our website you can save any items by using the shopping lists feature (heart icon) found in the item listing to save the item for later.
Payment verification may be required for large first orders. Please submit the requested documents as soon as you are able to ensure we can deliver your order.
Our community care team is working hard to answer your questions and concerns. There are currently significant delays to speak to a Community Care member at the moment, due to the backlog of emails and calls we are experiencing. SPUD has a small and dedicated customer care support team and we are in the process of expanding our abilities to receive your valuable feedback.
We ask that you read our FAQs in more detail for most information. This will be updated with the information we have available as the current situation develops.
Each refund request must be reviewed for application to your account. You will receive an email confirming your refund when it is processed.
We have never experienced a global pandemic before and we are working as hard as we can to meet the needs of our community while keeping all of our teams safe.
We are working at maximum capacity, using every available resource, learning and adjusting our strategy every day to meet your needs.
If you are interested in working with SPUD please contact email@example.com.
We are currently low on packaging supplies, any capability to bring your bin, foil bags or ice packs to one of our retail location will be of great service.
Be Fresh Market – 900 West 1st Avenue, Vancouver
Organic Acres – 3603 Main Street, Vancouver
We really appreciate all the support we have received from everyone as we work to serve you the best we can.
Thank you all for being so patient during these urgent and extraordinary times.
Please wash your hands (for 20 seconds)!
SPUD Community Care
We are updating our FAQs daily in our Instagram stories and highlights. Follow us @spuddelivers to see our stories and links to learn more.
For general inquiries not covered in the information provided please reach out to us by e-mail and we will be in touch when we are able.
For truly urgent matters, reach out to our team by phone – please be prepared to stand by for some time as we work through the significant volume of calls in the order received.
Recent Posts from SPUD to help with the outbreak
“They are our quality of life,” says Rob Horricks, CEO of Blush Lane and Owner of an organic orchard in Keremeos, BC, when…
Summertime is the time of year where fresh local produce is abundant. Also, summertime means hotter days and shorter nights,…
This week Chef Dan from Nourish Cooking School makes Dill and Lemon Chard Pasta. This is his family's go-to weeknight…