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Message from the CEO

March 19, 2020

To our valued customers and supporters,

We view our service as an essential service and we understand the responsibility that we have for our community.

None of us have operated in a pandemic, so this is new grounds for all of us. Our number one goal is to make sure we can support our team members and deliver groceries to nourish your families.

We have all been into stores over the past week and seen the barren shelves and the impact that the initial shock that this crisis has created.  We are seeing our favourite shops, and restaurants close and like you, we are feeling the enormous stress that has been created by this crisis in such a short period of time.

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Shortage Issues Explained

March 20, 2020

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Safety Explained

March 20, 2020

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Before you call us, try this

March 20, 2020

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Contact Us

New to SPUD? This is a great place to start

Starting an order

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Starting an order

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Diam donec adipiscing tristique risus nec feugiat in fermentum posuere. Dignissim cras tincidunt lobortis feugiat vivamus at

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Starting an order

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Diam donec adipiscing tristique risus nec feugiat in fermentum posuere. Dignissim cras tincidunt lobortis feugiat vivamus at

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Starting an order

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Diam donec adipiscing tristique risus nec feugiat in fermentum posuere. Dignissim cras tincidunt lobortis feugiat vivamus at

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We know you have some questions

At this time we are operating above capacity – if there is no availability on the calendar, we are unable to accept new orders.

At this time we have zero capacity to accept new orders of any kind.

Existing pick-ups for our retail locations are still being fulfilled. To encourage social distancing and keep our staff safe, we have barred public access for pick-up or bin return to our warehouse locations.

As of now – Sunday March 22nd. Each Sunday, a new week becomes available

For now – you may update and confirm your cart for delivery ahead of the order deadline (3pm the day before your delivery).

To help the team best fill your order, we recommend making and confirming changes as soon as possible.

We are unable to accommodate changes made to orders past our 3pm deadline.

We are increasing safety and sanitization efforts in all our warehouses – read this for more details

We are working beyond capacity and your order was moved to accommodate the most possible community members. 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.

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.

Due to current conditions, our purchasing and receiving team is hard at work to bring in the supply we need to meet the current need. There are some items in our catalogue that we have had significant difficulty sourcing in the quantities required.

Our operations team is prioritizing getting orders packaged & delivered over invoice adjustment. You may receive your e-mail detailing unavailability later in the evening. We advise that anyone who notices these missing items please stand by until invoice adjustments can be made. If you are noticing missing items still on the following day then you are entitled to a full refund.

We are proud to stand by our satisfaction guarantee. If you require a refund we ask that you kindly 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.

We have zero ability to accommodate any redeliveries at 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.

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 bins, we are hard at work to solve this.

We are extremely low on bins and other packing materials. While we collect and sanitize them, deliveries are temporarily being sent in cardboard boxes. You will not be charged any deposit for these and there is no need to return the boxes 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 may sign up via our website. At this time, if no days are available through the calendar we have no capacity to accept new orders.

As the cart will also be unavailable, if you are interested in browsing our catalogue you may save any items by using the shopping lists feature (heart icon) found in the item listing to save the item for later.

Please keep checking our website 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 not a new or returning customer. Please submit your concern via e-mail and we will work to ensure any owed funds are returned to your account.

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.

Our community care team is working hard to answer your questions and concerns.

We ask that you read our FAQ in more detail for most information. This will be updated with the information we have available as the current situation develops. Please ensure you can receive e-mail and text message communication from SPUD for any updates.

SPUD has a small and dedicated regular support team. We are in the process of expanding our abilities to receive your valuable feedback. 

We ask that you please send an e-mail for all but the most urgent matters.

Due to the backlog of inquiries significant delays are expected to speak to a representative as we grow and improve our capacity daily.

At this time we are not able to accept new standing orders. 

We are working on a first come first serve basis through this crisis.

At this time, you can expect existing standing orders to remain in place for future weeks. Please ensure you can receive communication from SPUD for any updates.

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 crisis of this magnitude. We are working as hard as we possibly can to meet the needs of our community while keeping our team safe. 

Under normal circumstances, at full capacity, the orders we received may have been possible. However, measures we have taken to ensure the safety of our staff and community (increased availability of sick time, staff working remotely) combined with issues stemming from the increased order volume (depletion of packing material, dwindling inventory) and supply chain problems due to the pandemic have greatly impacted our ability to fill orders. 

We are working at maximum effort, using every available resource, learning and adjusting our strategy more every day to meet your needs.

If you are interested in working with SPUD please contact careers@spud.ca.

We are currently very low on packaging supplies, any capability to bring your bin, foil bags or ice packs to a retail location will be of great service.

Vancouver – 

Be Fresh Market – 900 West 1st Avenue, Vancouver

Organic Acres – 3603 Main Street, Vancouver

Alberta – Blush Lane Locations

 

 We really appreciate all the support we have received from everyone as we are adapting.

Thank you all for being so patient during these urgent and extraordinary times.

Please wash your hands (for 20 seconds)!

SPUD Community Care

View all FAQs

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