The new Freshstmarket.com comes with new features but be sure to keep checking back as we'll be constantly updating the site with new products and service offerings. Thank you for being a valued customer. As a proud Canadian family-run grocer, we truly appreciate your support!
Your previous online transactions are not available on the new Freshstmarket.com website
Previous orders from our old website are not compatible with our new website. We are unable to list your previous orders and we sincerely apologize for any inconvenience caused.
For your protection, you will need to enter your payment card information when you order online
We've done this to ensure your privacy and security. You will need to enter your card information when you order.
Online Account Setup and Management
How do I start shopping on Fresh St. Market.com?
Our website is designed for you to browse products by your preferred store. You can choose to build a list and shop in-store or convert your list to a cart, and shop online. Before you start shopping with FreshStMarket.com you need to register an account. It takes less than a minute. We need your name, email address, and phone number. Your information is fully secure, and once registered, you'll be able to start ordering online.
How do I manage my online account?
Go to "My Account" to update your email, password, name, phone number, as well as your address. You'll also see links to your past order history (orders placed on the new Freshstmarket.com site only) as well as your favorites.
Why do I need to register an account?
You can browse the site without registering. However, for you to be able to complete an order you must first accept our terms and conditions. This is completed when you complete the account registration process.
Picking
Who picks the order?
Our personal shoppers are all dedicated store employees who will select the freshest and highest quality produce, meat, dairy and groceries for your order. If you aren’t happy about a product they've selected, just contact us to let us know!
Delivery
What is Express Delivery?
Express Delivery is a fast and flexible same-day delivery service that utilizes our delivery partners.
What is Fleet Delivery?
Our West vancouver store has a fleet of air conditioned vans that service the North Shore and Bowen island. Two slots are offered each day, morning or afternooon.
Can I add special delivery instructions?
Yes, you can add special instructions for the delivery driver against an address in your account, or enter them during the checkout.
Can I tip the delivery driver?
Tipping is optional within checkout for our Express Delivery service. You can select from three predefined tip amounts or enter a custom amount. You can also choose not to tip.
What happens if I'm not at home when the driver arrives?
If you're unable to be home delivery drivers are instructed to return your groceries to the Fresh St. Market store where they originated. You can call the store to reschedule your delivery.
What if the driver is late?
We work very hard to make your delivery within your time slot. While we do factor in traffic volumes and other foreseeable delays into the estimated delivery time, occasionally, delays can happen which are beyond our control. We will try our best to inform you of any potential delay as soon as it becomes known. You should receive a call from your Delivery Driver or from Fresh St. Market.com customer service advising you if your delivery is delayed.
Can I return goods to the driver?
No. Our delivery drivers are unable to accept or process returns. If you want to return an item please return it to the originating store along with your receipt and the credit card that the order was charged to. Our cashiers will be able to process a refund to your credit card account.
What does delivery cost?
We charge a delivery fee based on the distance from store. We aim to charge what the service costs. Please note that service fees many vary by store.
Pickup In-store
How does Instore Pickup Works?
Once your online order is ready for pickup, we'll send you a notification. When you arrive at the store, ask a member of staff for eCommerce pickup.
Can I change my Pickup time, or the products after I’ve placed an order?
Yes, you can modify your order up to 90 minutes before the scheduled Pickup time. This includes changing the Pickup time, contact information, instructions for the personal shopper, payment method, and adding or removing products. To make changes, click on "My Account" at the top-right of the page, then select "My Orders". Find the order you want to modify, click on "Modify Order", make the necessary adjustments, and proceed to checkout. You will receive a confirmation email once the changes are saved, which will reflect all modifications made to your order.
What if I am late for picking up my order?
If you are unable to arrive within your reserved pickup time, please call the store and inform our eCommerce staff or store manager. Please note that your order must be picked up on the same day as your scheduled pickup timeslot.
What does Instore Pickup cost?
We charge a small service fee for carefully picking your order. Service fees may vary by store.
Payment and Returns
What forms of payment do you accept?
We accept Visa, Mastercard, American Express, Visa Debit and Mastercard Debit.
Can I pay for my groceries in person at the time of delivery or pickup?
No, for both the security of our drivers, and for the security of your payment card information, we complete all transactions by credit/debit card online. Rest assured that when you enter your payment card online at freshstmarket.com your information is never stored on our servers.
Ordering and Online Checkout
Why does it say 'estimated' total in the online checkout?
Please note that your shopping cart total is an approximation due to small variances that can occur with weighed items as well as out of stock products. The final charge to your credit card will occur on the day your order is picked and processed for delivery or pickup, and will only be for goods actually picked by the shopper.
Can I make changes after I’ve placed an order?
Yes, you can modify your order up to 90 minutes before the scheduled delivery or pickup time. This includes changing the delivery time, address, delivery instructions, contact information, instructions for the personal shopper, driver tip amount, payment method, billing address, and adding or removing products. Go to "My Account", find the order you want to modify, click "Modify Order", make the necessary adjustments, and proceed to checkout. You will receive a confirmation email of the changes.
Is there a minimum shopping amount?
Yes, our current minimum shopping amount is $40.00 not including taxes, fees and delivery charge.
How do I know my order has been received?
We send you an email to confirm your order information, including the address, phone number, selected delivery day and time, items chosen, and estimated order total.
Will my final price be different from my estimated price?
Prices displayed reflect price at the time of order and may change depending upon order fulfillment date. Some pricing is done by weight and by the store and cannot be finalized until your order is completed. Every effort is made by your personal shopper to get weighed items as close to the ordered amount as possible.
I’m not receiving an email?
The most common reason that you did not receive an email is it went into your junk mail. Please check your junk mail first if you don't see an email you expected to recieve.
Are all of the products sold at a Fresh St. Market store available online?
Unfortunatly not. We constantly stive to keep online products as current with our stores as possible. We aim to give the broadest representation of our stores online, however we are unable to list every item due to a variety of factors.
