Question 1

What are your order cutoff times?

Accepted Answer

Our order cutoff times vary by our service zones. Please visit our Service Location page to see the full details for your specific area.

Question 2

Where do you deliver? Do you have pickup locations?

Accepted Answer

Our current service areas can be found under our Service Location page.

Question 3

Why do I see a pre-authorization / payment hold on my statement?

Accepted Answer

When you place an order, we place a hold for a slightly higher order total on your card. This pending hold is replaced by the correct charge upon successful packing and delivery. This ensures that suppliers can charge accurate weights for products (i.e. 1.09lb or 0.98lb steak vs. 1lb ordered). If you cancel the order or the payment hold is not captured, the authorization is cancelled and the funds are released back. It's very similar to the gas pump!

Question 4

Do you accept returns?

Accepted Answer

We cannot accept returns of any perishable items whether fresh or frozen but we will absolutely do our best to address any issue with your order. Please contact us immediately if you are not satisfied with any part of your order.

Question 5

Why do I have to create an account to shop with you?

Accepted Answer

Our new platform allows for greater control and more options not just on our end, but on the customer end too. By creating an account to place your order, you'll have access to make changes to your order up until the fulfillment date, including changing delivery date, item quantities, and more. You'll also have access to your order history to quickly re-order your favourite cuts anytime you want.

Question 6

What are your delivery fees and is there a minimum order?

Accepted Answer

There is no minimum amount needed to place an order with us, except for our Collingwood service.Our delivery charge is strictly based on what we are charged by our refrigerated courier service, which is a flat rate per address, based on region. We're happy to split the cost and offer discounted delivery rates for larger orders.Within the City of Toronto, it costs $15 per delivery.In our 3 delivery zones bordering the City of Toronto, it costs $20 per delivery. Deliveries beyond these zones will cost $25-35 per delivery, depending on the exact location.

Question 7

Do I need to create a new account if I was a customer on your old site?

Accepted Answer

Yes, the first time you shop on our new platform, you will need to take an extra minute to create a new account. For security reasons, we could not migrate our customer data to the new platform. Once you've taken a moment to create your new account, shopping and checking out for future orders will be quick and easy.

Question 8

Will my order arrive fresh or frozen?

Accepted Answer

Orders are packed on the day before your scheduled delivery and put in our commercial freezer overnight to optimize food safety and freshness. If you need your order left fresh for immediate consumption, please leave us a note when you checkout. Please note that sometimes you may receive an order with some fresh and some frozen items. This can occur when we are waiting for fresh product to arrive the morning of your delivery date and it cannot be frozen in time. Rest assured this is intentional and is not because some items in your order may have defrosted.

How can we help?