FREQUENTLY ASKED QUESTIONS
For more frequently asked questions relating to the service updates due to COVID-19 click on your city below.

 

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 frequently as you like.

About My Account

MY ACCOUNT

When you’re logged in, you’ll find your name at the top of the Spud site. 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 you don’t want us to substitute groceries, we totally understand. You can adjust your preferences in ‘Substitutions ’ under ‘Preferences’.

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 ‘ Fresh Harvest Box ’.

Suspend Delivery – If you have Subscribe and Save order, you can put your subscription delivery on hold (handy if you’re going out of town or don’t need to restock on regular items). Simply access “My Subscriptions” from the My Account drop down, and edit your subscription settings as required.

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 ‘ Orders/Refund Requests’ 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 10 PM (BC) 11.59 PM (AB) 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 ORDER DEADLINE?

Your order deadline is 10 PM (BC) / 11.59 PM (AB) the day before your scheduled delivery day (5.30 PM for orders containing liquor in Vancouver and 7 PM for Vancouver Island delivery areas). 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 10 PM (BC) / 11.59 PM (AB) 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?

Spud has a minimum order size of $30. Orders that do not meet this minimum requirement by the pre-specified order deadline will be deleted from our system and won’t be delivered. Subscription orders can be created and saved to your profile. To guarantee delivery of Subscribe and Save items a cart value of $30 or more must be confirmed prior to the order deadline. If this minimum requirement is not met orders will be deleted.

CAN I ORDER ON AN AS NEEDED BASIS?

Absolutely! If you don’t have a Subscribe and Save order set up, 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 order 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 catalogue 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”).

I WAS SHORTED ITEMS ON MY ORDER, BUT WAS CHARGED FOR EVERYTHING?

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. 

WHAT ARE YOUR DELIVERY FEES?

Here at Spud, everything we do takes into consideration our environmental footprint, so our delivery fees are no different. Our fees are based on the distance travelled from our warehouse and are free on any order of $150 or more. A minimum order value of $30 applies. Delivery fees are automatically applied during checkout and are between $4.95 – $6.25. Fees are based on kilometers travelled from our warehouse, allowing the focus of the fee to be based on the cost of delivering groceries to your community and not on your order size.

Fees will be applied to all deliveries 7 days a week, with FREE delivery on all orders over $150. Spud members will continue to receive unlimited free delivery as one of the benefits of our membership program. We understand that fees are not fun, these new tiered charges will be a better reflection of the costs incurred when delivering to the communities we service. If you require a further understanding of these costs and how they will be allocated, please visit our delivery areas page here.

Subscribe and Save Orders

What is Subscribe and Save?

A Subscribe and Save order (or “Subscription”) is a way to automatically order groceries on a recurring basis so you don’t have to keep re-ordering the same items week after week. You can still make changes to an upcoming order before your order deadline without changing your Subscription. Of course, you can also edit your Subscribe and Save order any time too!

Adding items to your Subscribe and Save order
When you find something you’d like to add to your subscription simply click on “Subscribe” or “Subscribe and Save 5%” on any product, choose your preferred quantity and frequency and you’re all set. Subscription orders will be saved to your profile. To guarantee delivery of Subscribe and Save items a cart value of $30 or more must be confirmed prior to the order deadline. If this minimum requirement is not met orders will be deleted so always remember to submit your order changes and review your confirmation email.

Editing your Subscriptions
Visit Subscribe and Save under the My Account drop down. Your subscriptions are shown for the next four weeks. Subscriptions you have set for your current delivery day will have already been added to your cart. Visit your cart to make any edits to this order. You may edit each product individually, by week, or by all subscriptions.

If you have a Fresh Harvest box in your Subscription and you want to change the amount you want to spend each order or change your preferences, select Fresh Harvest Box Preferences from the My Account drop down.

 

Items Not Eligible for Subscribe and Save Discount

*Items not eligible for the 5% Subscribe and Save discount:
Caselot items, produce, items with container deposits, milk, eggs, butter, and some seasonal items.

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 (before taxes) 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 $75 or more. Better still, as your order increases, you’ll get more points for your money.

  • How it works:
    Your Invoice Subtotal* Points Earned with every $1 Purchase:
    $75 to $99.99 1.0
    $100 to $124.99 2.0
    $125 or more 3.0

    *excluding taxes, deposits, credits and refunds
    If your invoice subtotal is $75, you will receive 1.0 point for every dollar spent, giving you a total of 75 points.
    If your invoice subtotal is $100, you will receive 2.0 points for every dollar spent, giving you a total of 200 points.

  • Redeeming Your Points:
    • Once you have earned 1000 points or more, you can redeem them for $10 off your next order. Points can be redeemed in multiples of 1000, to a maximum of 4000 points, as long as you have the points available to redeem.
    • 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.

Please note that the Office Program is currently on hold.

RECYCLING AND UPCYCLING

Spud will collect and reuse a wide variety of difficult to recycle items. Customers simply put recyclable items in their bins and we recycle them when they returns to our warehouses.

Please note that the Recycling and Upcycling Program is currently on hold with the exception of the packing materials Avalon bottles.

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 route our deliveries by postal code to increase efficiency, 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 75 cent carbon charge on orders, which is used to fund deliveries by cargo tricycle to help reduce carbon emissions.

Spud Membership

What is Spud Membership? 

Spud Membership is a loyalty program that has been developed so we can best serve our customers and offer them exclusive perks.

To become a member, and unlock the benefits all year round, you will need to sign up to a yearly or monthly subscription.

Yearly fee: $8.25/ month (billed annually)

Monthly fee: $9.99/ month

Find out more here.

What are the benefits? 

  • Guaranteed delivery days*
  • Free delivery
  • Save MORE (Than Ever Before) when you Subscribe & Save
  • More $0.99 avocadoes
  • Reusable bins on every order
  • 15% off Health and Beauty
  • 500 free bonus points after you sign up
  • An annual birthday surprise
  • A welcome gift

 

*Guaranteed delivery.

When you sign up to a subscription order, not only do you save more with Spud Membership, but we can also guarantee you a deliver spot on the allocated days for your location. In circumstances where external factors impinge on distribution, we cannot guarantee delivery.

Why should I join? 

Who doesn’t love to save money and get free gifts?

There are lots of savings and benefits, exclusively in place, for Spud members. However, if you are unsure as to whether you want to become a member, we offer a 14-day risk free trial.

Can I buy Spud Membership for another customer? 

Yes, you can. You will need to call our Customer Care team to activate this request. 

How can I cancel my membership? 

During your 14 day trial period you can cancel your membership online, through your account.

Once you have passed the trial period and have officially signed up to Spud Membership, you will need to reach out directly to our Customer Care team to cancel your subscription.

Spud Products

PRODUCT INFO ON Spud.CA

Product information may not be 100% as it appears online. This information is taken from the supplier, and in some cases may not be updated in the event of a change. Please make sure to carefully check the product you receive, especially if you have allergies or dietary restrictions.

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, Kelowna, 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. Please note that if you add any liquor items to your order you will be required to receive it in person and provide a valid ID.

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.

CAN I CHANGE MY DELIVERY DAY?

Most areas have multiple delivery days.  When you’re logged into your account, scroll down past the weekly deals to your calendar. You will see all available days for you to place an order.

You are not able to change your default day – this is set when you sign up for Spud, and when your Subscribe and Save order is delivered (if you have one). If you want to switch this to a different free day in your area, you can contact customer care to request a switch.

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, or an item is missing from your order but is listed on your invoice, you can request a full refund by filling in the refund request form on the Refund Request page (under “Orders/ Refund Requests” in the drop down menu under your name). You can also request a refund by calling Customer Care.

Our 100% Satisfaction Guarantee may require that photographs of items you are requesting a refund for be submitted. These photos are used to improve Spud’s experience for our valued customers.

Please note you are unable to request refunds from products that were ordered more than 90 days ago

 

Delivery Bin/Box Returns

RETURNING THE BINS/ BOXES

We appreciate your help keeping Spud green by returning our reusable bins, freezer packs, and packing material! To schedule a pick up, visit the bins pickup page

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.

Liquor Products (Alberta)

Alcohol Products

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

  • Yes. The AGLC requires customers to receive their alcohol products in person so our delivery person can verify that the customer is of legal drinking age.

Can someone else receive my alcohol products on my behalf?

  • Anyone receiving your alcohol products on your behalf must be of legal drinking age and must provide a signature verifying that they received the products.

What happens if I am not home to receive my alcohol delivery?

  • If you are not home to receive your alcohol delivery, we will refund the alcohol products on your order and return the products to the vendor.

Liquor Products (Vancouver)

Liquor Products

How does the liquor delivery work?

  • Liquor purchases are fulfilled through our partner JAK’s Beer Wine Spirits, Liquor License #192600
When do I need to confirm my order?
 
  • All orders that contain liquor must be confirmed no later than 5.30 PM the day before delivery to ensure your order request can be met.

What are the liquor delivery areas?

  • To see current liquor delivery areas in Metro Vancouver please click here

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

  • Yes. All liquor products must be received in person by someone over the age of 19, with a photo ID ready.

Can someone else receive my liquor products on my behalf?

  • Anyone receiving your alcohol products on your behalf must be of legal drinking age and be able to provide a photo ID.

How are the liquor payments processed?

  • Your credit card will be charged by JAK’s Beer Wine Spirits as a separate transaction. We do not share your credit card information with JAK’s. Liquor transactions are done via a secured token process to keep all your information safe.

Liquor Products (Vancouver Island)

Liquor Products

How does the liquor delivery work?

  • Liquor purchases are fulfilled through our partner Spinnakers Spirit Merchants, Liquor License #195209
When do I need to confirm my order?
 
  • All orders that contain liquor must be confirmed no later than 7PM the day before delivery to ensure your order request can be met.

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

  • Yes. All liquor products must be received in person by someone over the age of 19, with a photo ID ready.

Can someone else receive my liquor products on my behalf?

  • Anyone receiving your alcohol products on your behalf must be of legal drinking age and be able to provide a photo ID.

How are the liquor payments processed?

  • Your credit card will be charged by Spinnakers Spirit Merchants as a separate transaction. We do not share your credit card information with Spinnakers. Liquor transactions are done via a secured token process to keep all your information safe.

 

Payment Information

Payment Information

 

CREDIT CARD: HASSLE-FREE METHOD OF PAYMENT

When you pay by credit card, your card will be automatically charged for your order once it has been delivered. Your invoice, which is emailed upon delivery, shows the final amount to be charged, including the final costs of any variable weight items, as well as any credits that were applied. You can easily switch to another method of payment or a different credit card at any time. 

Please note, Spud is not able to accept international credit cards, debit cards or pre-paid Visa or Mastercard gift cards

PURCHASE Spud GIFT CERTIFICATES WITH CREDIT CARD OR PAYPAL

Another way to pay for your Spud orders is to purchase a Spud gift certificate to apply to your order at Checkout. Your order total will then be deducted directly from the gift certificate amount, and any credit balance available for your next order will be updated the day after delivery on your Account Balance page.

CREDIT CARD PRE-AUTHORIZATIONS ON ALL ORDERS

For security reasons, when you place any order with Spud, we must run a pre-authorization on your credit card for an amount slightly higher than your order total before discounts, to ensure that the card on file is valid. These funds are held at your bank, not by Spud directly. It may appear that you have been charged twice, but rest assured, one charge is just the pre-authorization, and will be reversed when the actual payment is completed on the day after your order is delivered.

Sorry for any inconvenience this may cause.

Please note that the final charge may be slightly higher, or lower, than the original confirmation, due to factors from variably priced items, for instance those measured by weight. This will be reflected in the final amount billed to your credit card

 

My Calendar FAQs

Why does my delivery calendar look different?

We have enhanced our delivery service and have added new capabilities that make it easier for customers to preview their orders, swap their delivery day, change their delivery to a store pickup or vice versa, choose a delivery timeframe (select areas only) and start a new order. 

How do I know if my order is confirmed?

You will see a dot on your selected delivery or pickup day. If the dot is red, it indicates that your order is not yet confirmed. To ensure your order is confirmed your cart value must be above $30 before your order deadline. All items in your cart must be confirmed at the checkout page. Once confirmed the dot on your delivery or pickup day will turn black.  

Why is my cart showing different colours?

The colours of your cart are representative of the status of your order. 

Black: Your cart will remain black when you have no items placed for delivery. Your cart value is $0.00 

Red: Your order is not confirmed, or the value is below $30. Your cart will remain red until your order exceeds our minimum spend requirements.  

Green: A green cart means your order is confirmed.  

Why is there an exclamation point on my cart?

This symbol on your cart means that an item(s) has been added or removed from your cart and that your changes have not yet been confirmed. You will need to review and confirm your order to remove this point.  

You can swap your delivery days regardless of the status of your order. 

How do I identify my current order?

You can identify your current order on the calendar as the date will be circled in dark green. The number of items in your cart will be visible, you will also be able to identify if your order is confirmed or not (keep an eye out for the red or black dot.) Your order progress on your delivery / pickup day is also tracked here.  

If you have items in your cart for future deliveries the delivery timeframe, number of items in your order and cart value will be shown.  

Can I edit my order from the delivery calendar?

Yes, when you click on your delivery or pickup day, or any future orders you have placed, you will be able to view your cart value, identify the delivery address for the order and make edits to your grocery list. Simply click edit order to make changes to your current or future orders.  

How do I start a new order from my calendar?

To start a new order, select your delivery day from your available dates. Upon selection you will have the opportunity to start a new order and select your delivery timeframe (select areas only)  

Please note* If you already have an order in the system that has not yet been delivered, we will ask for verification as to whether you want to move this order to the new delivery day or start a new order. 

 

Can I move an existing order from my calendar?

Yes, when you select a new delivery / pickup date on your calendar you will be asked if you want to move the cart from your existing order or start a new order. You choose your preference. At this stage you will be able to select the pickup location and your delivery timeframe (select areas only) 

Can I change my delivery to a pickup?

Yes, you can make these changes to your order through your calendar. Select your current order on the calendar, you will have the option to remain with delivery to your preselected address or swap to a pickup order from your closest location. The same can also be done if you wish to change your pickup order to delivery. Changes must be submitted prior to your order deadline.  

 

Can I pick my delivery time?

Customers, in select locations, can pick a timeframe for their delivery. When you select your current order on your calendar you will see a drop-down menu that will indicate the delivery timeframes that are available in your area. There are three options: 

  • 9am – 9pm (all day)  
  • 9am – 3pm 
  • 3pm – 9pm  

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

Customers do not need to be home to receive their Spud order, just let us know where you would like your grocery bins to be dropped off. We provide cold packs, freezer jackets and use dry ice to ensure everything arrives and stays fresh. Please note that if you add any liquor items to your order you will be required to receive it in person and provide a valid ID.

 

Delivery FAQs

What are your delivery fees?

Here at Spud, everything we do takes into consideration our environmental footprint, so our delivery fees are no different. Our fees are based on the distance travelled from our warehouse and are free on any order of $150 or more. A minimum order value of $30 applies. Delivery fees are automatically applied during checkout and are between $4.95 – $6.25. Fees are based on kilometers travelled from our warehouse, allowing the focus of the fee to be based on the cost of delivering groceries to your community and not on your order size.

Fees will be applied to all deliveries 7 days a week, with FREE delivery on all orders over $150. Spud members will continue to receive unlimited free delivery as one of the benefits of our membership program. We understand that fees are not fun, these new tiered charges will be a better reflection of the costs incurred when delivering to the communities we service. If you require a further understanding of these costs and how they will be allocated, please visit our delivery areas page here.

 

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, Kelowna, 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.

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 window 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 Subscribe and Save order. Please note that selected time window only applies 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?

Most areas have multiple free delivery days. When you’re logged into your account, scroll down past the weekly deals to your calendar. You will see all available days for you to place an order.

You are not able to change your default day – this is set when you sign up for Spud, and when your Subscribe and Save order is delivered (if you have one). If you want to switch this to a different free day in your area, you can contact customer care to request a switch.

Can I pick up my order from Spud?

Sure! You can select any of our pickup locations when you checkout.  Your delivery ETA will be available when you sign in on your delivery day. 

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.

Does Spud deliver my groceries themselves?

Spud has a fleet of delivery trucks and we deliver the majority of orders using these trucks. However, there may be rare cases where we require the assistance of a courier company to fulfill all orders. In these instances, Spud partners with fellow B Corp Novex to deliver customer orders. Spud also partners with Shift – a worker-owned co-op – to fulfill some orders via trike delivery. During the COVID-19 pandemic we are also working with other businesses that have vans and delivery drivers to deliver orders.

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 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.

Same-Day Delivery ( currently unavailable)

 

  • When can I order same-day delivery?
      • Same-day delivery is available during the (you guessed it) the same-day that you are shopping. As long as you order before one of the same-day order deadlines, you will receive your order within that designated time window.
  • When do I have to order by in order to get a same-day delivery?
      • There are currently two delivery time windows for Spud Same-Day Delivery: 12pm – 3pm and 3pm – 6pm. If you need to order one hour before the delivery window (11am and 2pm respectively) in order to have that order delivered during that time. Will be adding more time windows in the future so stay tuned!
  • How do I shop Same-Day delivery?
      • If you are eligible for Same-Day delivery (based on your postal code), you can access it by selecting “Today” in your calendar. 
  • How do I get out of Same-Day to shop the other days?
      • You can always shop another day by changing the day on your calendar
  • Can I create a Same-Day order if I already have another Spud order being delivered that day?
      • No. If you already have an order for that day, you cannot get another Same-Day order. We are working on this functionality and hope to have it available in the future.
  • Can I update or cancel my Same-Day order like I can with regular Spud orders?
      • Yes! You can always update or cancel your order before the deadline that you selected
  • Why can I not find certain products when shopping Same-Day?
      • Our Same-Day orders are fulfilled from our micro-fulfillment center in Vancouver, which has a smaller product assortment than our regular fulfillment center for next-day delivery. You can always select another delivery day on your calendar to shop the entire assortment of Spud.ca.
  • Can I request new products for Same-Day?
      • Absolutely! We are always open to requests. Please email vancouver@spud.ca if you have suggestions 🙂
  • What do I do with my bin?
      • You can request a bin pickup here or you can leave your bin outside on the day of your next Spud delivery (same-day or regular) and our driver will pick it up for you.
  • Can I do a pick-up instead of a delivery when ordering Same-Day?
    • At the moment, we only offer delivery for Same-Day.

 

Delivery Bins & Boxes

Delivery Bin/Box Returns

RETURNING THE BINS/ BOXES

We appreciate your help keeping Spud green by returning our reusable bins, freezer packs, and packing material! To schedule a pick up, visit the bins pickup page.

Product availability

Daily deliveries and how they impact product availability

To maximize our sustainability and minimize our food waste we partner with hundreds of local makers and producers daily to receive products and fulfill your orders. To ensure you receive fresh, quality products and to respect the work capacity of our local vendors there are items on our site that are only available during select days. Changing your delivery time may impact the availability of these items.

 

Helpful Videos

Back To Top