Although we strive to deliver each and every order in full, occasionally a product you ordered may be unavailable. If this happens, a member of the FoodReach team will contact you in order to troubleshoot the issue. This may include offering you:
- a substitute product,
- an alternative delivery date, or
- a credit
Credits
In the case of a credit, FoodReach will email a credit memo. Invoices will not be re-issued to reflect credits.
- If payment was made by credit card, FoodReach will issue a refund to the credit card in the amount of the credit memo.
- For cheque payment, please reference the credit memo number when submitting payment and deduct the credit amount from the invoice total.
North York Harvest policy states that our drivers do not deliver inside the building. Drivers employed by our vendor partners (Roseland, Agropur) may have different delivery policies.
Upon delivery, our driver will provide two copies of the packing slip – a customer copy and a driver copy. Please keep the customer copy for your records.
Customer Responsibility
The customer is responsible for confirming that the delivery is accurate and the product is in good condition. By signing the driver copy of the packing slip, the receiver acknowledges that they have performed this check and that any problems have been noted accordingly.
If something isn’t right:
- inform the delivery driver
- make a note on the driver’s packing slip
- return any damaged, spoiled, or incorrect product to the driver
- report the issue to by email to [email protected] or phone 416-635-7771 ext. 63 on the day of delivery
Deliveries should be inspected upon arrival and discrepancies/issues reported the day of delivery as outlined above. Issues reported after this time may not be eligible for refund or replacement.
Error Resolution
A member of the FoodReach team will respond to issue reports within 2 business days. Our team will rectify the issue by offering to:
- replace the affected product, or
- issue a credit