Questions & Answers

ONLINE ORDERING


Do I have to create an account before I shop?

No, you do not have to create an account. Complete the purchase by signing out as a Guest. Learn more about the advantages of creating an account here.

How do I create an account?

Click the profile icon in the top right-hand corner of the website, or click here, and complete the New Customer form to get started.

Is there a minimum order?

No, there is no minimum order.

Are there any additional fees?

Nominal fees apply starting at $3.99 + tax as a shopping fee for pick-up orders.

Do the online prices match in-store?

Yes, our online prices are updated real-time with in-store prices and are confirmed at time of submitting a web order.

How are weighable items treated?

Weighable items are trued-up by the shopper when the actual item is shopped and the exact weight is known. Submit your order quantity in the unit of measure displayed on the website (ex. lbs or eaches). If you're unsure of the weight, leave a note to the shopper with instructions of how many pieces or the size you're looking for.

How do I know when my order will be ready?

Select one of the available dates and time slots in the checkout process. Availability is based on capacity and a first-come-first-serve basis.

Do you offer same-day delivery?

Yes, pending availability. Same-day delivery is $18 + tax.

How far in advance can I place an order?

There are no restrictions, however all orders are subject to a quick internal approval, any changes to a pick-up or delivery date will be communicated directly to you. We reserve the right to cancel your order or update items based on current market price.

Why can’t I order items I know are available in-store?

Our online assortment is growing, if your favourite item isn’t visible you can add an item to your order after checkout. Contact us with your Order Number and the item UPC or name.

Is my order confirmed when I submit it?

Yes, you will receive an Order Number beginning with, SO, and an Order Received confirmation email notification when your order is submitted through pusateris.com. Should we need to update or change your order date or time, we will contact you.

Can I speak to an agent?

Our Order Desk is open daily, we are available by phone (416-785-9100), Monday – Sunday, 9 am – 5 pm EST. You can leave a voicemail and we will return your call as soon as possible. Visit our Contact Us page for all the ways you can get in touch with us.

Can I modify my order after submitting it?

You can modify your order by logging into My Account and selecting your order from the Purchases / Purchase History tab. Or contact us by phone (416-785-9100) or email (grocery.orders@pusateris.com), Monday – Sunday, 9 am – 5 pm EST. We will do our best to accommodate any changes before the order has been shopped or is out for delivery.

What if I have a problem?

Contact the Order Desk by phone (416-785-9100) or email (grocery.orders@pusateris.com) if you have any concerns, we are available Monday – Sunday, 9 am – 5 pm EST.

 

MY ACCOUNT

Why can't I access my online profile or account?

As a result of a major system change effective July 2022, some user profiles may no longer be available, we apologize if this has effected you. You can create a new profile here.

Can I save my shopping cart as a shopping list to use again later?

Yes, add these items to your Wishlist, in the future you can review your Wishlist add these items to your cart.

What are My Favourites?

These are items that you can save to your profile for quick access to view or add them to a future shopping cart.

Can I access my online order history?

Login to My Account to view previous online orders purchased using this account. Orders checked-out as a Guest will not be shown.

Why can’t I access my online order history for Catering, Gift Basket and Floral orders?

These orders placed online before July 2022 may no longer be visible to you in My Account due to a system change.

Can I save multiple delivery addresses to my account?

Yes, you can manage multiple shipping addresses by logging into My Account, these will be saved and can be easily accessed when you place a future order for a faster checkout.

Is my credit card information saved to my account?

Yes, during the checkout process you can select to save your credit card information to your account for faster and easier checkout on future orders. Your credit card details are securely stored in an encrypted system for your protection and security.

 

SHOPPING

Who shops my order?

Items are hand-picked from our shelves by a Pusateri’s team member – you’ll know they are picking from Pusateri’s quality.

How are items selected for quality and freshness?

Our shoppers have an eye for quality and will shop and handle your order with care as if it was their own.

How are my groceries packed?

Orders are carefully packed in shopping bags, with delicate items separated.

What if I am unhappy about the quality of the items in my order?

Please reach out right away. Our agents are available to take your call by phone (416-785-9100) or email (grocery.orders@pusateris.com) if you have any concerns, we are available Monday – Sunday, 9 am – 5 pm EST.

What if I receive the wrong items in my order?

You may have received a substitute item if your original item was not available. You can indicate your substitution preferences with your order, and provide the shopper with specific instructions to follow, or which item(s) are approved as a substitute. is possible items were substituted because of no availability of your originally requested item. However, if you did not authorize item substitutions please let us know right away. Visit the Contact Us page for more information.

What if items are missing from my order?

It is possible items were not available, however if you received a charge for items that did you receive please reach out right away. Contact Us.

 

DELIVERY

How much does delivery cost?

Local delivery starts at $14 + tax for next-day deliveries. Same-day delivery is $18 + tax.

Do you deliver to my area?

Standard Local Delivery is available throughout the Greater Toronto Area (GTA) and surrounding areas starting at $14 + tax.

We serve the following municipalities including the City of Toronto, Vaughan, Richmond Hill, Thornhill, Markham, Scarborough, Mississauga, Brampton, Oakville, and Burlington. Learn more about our delivery options.


Who will be delivering my order?

For orders shipped by Standard Delivery or Same-Day Delivery, a Pusateri’s team member will hand-deliver your order to your door or leave it with the front desk or concierge as instructed.

Certain orders have the option to ship with FedEx Ground. These orders will ship out as soon as possible and will be delivered subject to the carrier's processing times.

What are the delivery hours?

We are on the road delivering 7 days a week. Select from one of the delivery window times during the checkout process.

Will the driver bring my order into my house?

Please provide the driver with instructions on arrival, we will happily leave your order at the doorstep or bring it inside at your direction.

My delivery hasn’t arrived, what do I do?

Please double-check the delivery date listed on your Order Confirmation email. Otherwise please reach out to one of our agents by phone (416-785-9100) or email (grocery.orders@pusateris.com). We are available Monday – Sunday, 9 am – 5 pm EST.

Should I tip the driver?

We count on our team to deliver great service all the time. Tipping is appreciated but not required.

Can I track the status of my delivery?

For Standard, Same-Day & Catering deliveries you will receive delivery notifications by SMS or e-mail. Follow the instructions in the message to see updated estimated delivery arrival times or to add additional delivery instructions for the driver.

For orders shipped with FedEx Ground, you will receive a confirmation email with a FedEx Tracking Number when the order is ready to be shipped out.

Do I need to be present to receive my delivery?

In the checkout process, you have the option to indicate your preference to have the order left unattended if no one is available to receive it. Our driver, however, will always use their best judgment and only leave your order unattended if there is a reasonably safe place to do so for food safety and security reasons. Additionally, by selecting this option, you agree to accept any risk of damage, tampering, theft, or product quality loss as a result of leaving it unattended.

What if I miss my delivery?

We will only leave your order unattended if we have your expressed permission to do so, and if there is a suitably safe place to leave it.

In the case where no one is available to receive your order, our driver will attempt to contact you and wait for up to 10 minutes for a response before moving on. If you miss your delivery please contact us within 24 hours to reschedule a new delivery time. Please note re-delivery fees may apply.

 

PICK-UP

What is pick-up?

We will shop, check-out and have your order ready for you to collect from one of our five GTA locations.

How much does pick-up cost?

Pick-up fee is a nominal $3.99 + tax as a shopping fee.

Where do I collect my pick-up order?

Our parking lots have designated curbside pick-up spots (Avenue Road, Bayview Village, Sherway Gardens). Once you’ve arrived, dial the number posted on the parking sign and we’ll bring your order out to your car in a few minutes. Alternatively, you can visit the Guest Service desk or main checkout area to collect your order from inside the store (all locations). For security reasons, we require a valid government-issued photo ID to release your order.

What do I need to collect my pick-up order?

Have your order confirmation number and valid government-issued photo ID matching the name on your order available for our team to assist you.

Will I get faster service if I select pick-up?

No, our service times and capacity are based on our ability to shop your order. The available time slots displayed on the checkout page are the same for both delivery or pick-up.

 

PAYMENT

What forms of payment do you accept?

We accept all major credit cards, American Express, Master Card and Visa.

Can I pay using a gift card?

Unfortunately, gift cards can only be redeemed in-store.

Do I get a receipt with my order?

Your final receipt will be emailed to you once the order has been shopped reflecting the final items and quantities shopped.

Why is the final charge different from my Order Confirmation?

There are a number of reasons that could contribute to a discrepancy of the final price of your order. An item may not be available at the time of shopping due to limited supply; if permitted by you, an item can be substituted by the shopper for a comparable item. Items sold by-weight are ordered as an approximate weight, but will be billed at the exact weight based of the actual item shopped. We reserve the right to update items based on current market price.

  

RETURNS & EXCHANGES

What is your return policy (online orders)?

Updated May 23, 2022: If you’re not completely satisfied, contact us within 48 hours of receipt of your order. Item returns or exchanges are accepted in-store within 48 hours (perishable items) / 14 days (non-perishable items) of receipt in re-sellable condition and with the corresponding Cash Sale receipt. Refunds will be processed within seven (7) days to the original method of payment.

How do I report an issue with my order or request a return?

Contact us within 48 hours of receipt of your order, our agents are available to take your call by phone (416-785-9100) or email (grocery.orders@pusateris.com) if you have any concerns, we are available Monday – Sunday, 9 am – 5 pm EST.

Can I return or exchange products in-store?

Yes, Item returns or exchanges are accepted in-store within 48 hours (perishable items) / 14 days (non-perishable items) of receipt in re-sellable condition and with the corresponding Cash Sale receipt.

How quickly are refunds processed?

Refunds will be issued as soon as possible; however, it may take up to 7 days to be processed by your bank and credited back to your account/card.