Browse

FAQs

  1. How does delivery work?
  2. What are the delivery fees?
  3. Is there a minimum order amount?
  4. Do you deliver in my area?
  5. Do you deliver to Apartments? Offices? Restaurants? Etc?
  6. Can I order online and pick up in a store near me?
  7. Do I need to create an account to order online?
  8. Can I track my order?
  9. Can I change or cancel my order?
  10. When will my credit card be charged?
  11. Are the products the same as I would find in a Sobeys store?
  12. Are substitutions ever made on my order?
  13. How can I be sure that my items are always at the proper temperature?
  14. What happens if something is not up to my standards with my delivery?
  15. I read that Sobeys is eliminating plastic bags in stores – why does my online order come with bags?
  16. How do I contact the Customer Care Team?
  17. What are the hours for the Customer Care Team?
  18. How do I change or reset my password?
  19. How do I update or add a delivery address?

1. How does delivery work?

Our friendly and professional delivery teammates will call you and advise that they will be arriving shortly to ensure someone will be home to accept the delivery. They will bring your order to your door and review it with you to make sure you are satisfied.

COVID-19 Update: Please note that for the time being, our delivery teammates will refrain from entering into your home, which means all deliveries will be left at the doorstep. Orders sent to a condo or apartment must be picked up in the lobby. Our delivery teammate will contact you ahead of time for specific delivery instructions. Our delivery teammates are equipped with gloves and masks, and our delivery vehicles are sanitized and equipped with cleaning supplies.

Back to Top

2. What are the delivery fees?

Standard delivery fees are $7.99. The delivery charge applicable to each one-hour delivery window will be displayed on the delivery booking page. Please continue to check back often for the latest information.

Back to Top

3. Is there a minimum order amount?

Yes. The minimum order amount is $50 (excluding tax and delivery fee).

Back to Top

4. Do you deliver in my area?

We are currently expanding across the GTA. Please register now to find out if you are in an area we currently service. If we currently do not service your area, you can subscribe to our updates to be the first to know when we launch in your postal code.

Back to Top

5. Do you deliver to Apartments? Offices? Restaurants? Etc?

Yes. We deliver to all types of homes and businesses. Please provide the necessary details for our delivery teammate to successfully deliver the order to you.

COVID-19 Update: Please note that for the time being all deliveries will be left at the doorstep. Orders sent to a condo or apartment must be picked up in the lobby. Our delivery teammate will contact you ahead of time for specific delivery instructions.

Back to Top

6. Can I order online and pick up in a store near me?

We are currently focused on delivery to homes and businesses. Please continue to check back often as we continue to expand our offering.

Back to Top

7. Do I need to create an account to order online?

Yes. Creating an account with your basic information allows you to place an order, review your past orders, and reorder from past orders. You can browse our site without creating an account, but you will be prompted to create an account before you checkout.

Back to Top

8. Can I track my order?

Yes. You can track your order by going to your account settings and clicking on “Current Order” under “My Orders”.

Back to Top

9. Can I change or cancel my order?

Yes. You can change or cancel an order anytime before the order cut-off time by going to your orders under “Account”.

Click on Account, select “Your orders”, select “edit”, remove products, adjust quantities or begin shopping for additional items. You must return to your cart and save your changes for the changes to be added to your order. Click your cart (top right) or click on the link on the top left: “Editing order. Save changes before xx/xx/xxxx”. Click “SAVE CHANGES”, then click “CONTINUE CHECKOUT”, then click “PLACE ORDER”.

COVID-19 Update: Please note that, like many online grocery home delivery services, we are experiencing unprecedented demand. For the time being, we have adjusted our order cut-off time to 7 p.m. the night before delivery.

Back to Top

10. When will my credit card be charged?

We pre-authorize payments on your credit card to secure your order. Your credit card will only be charged when your order is delivered to your door. Our delivery teammate will review your order with you before finalizing the order and payment.

Back to Top

11. Are the products the same as I would find in a Sobeys store?

Yes. You can shop your favourite fresh produce and grocery products from Sobeys, alongside favourites from Farm Boy, Well.ca and more.

COVID-19 Update: Please note that, like many online grocery home delivery services, we are experiencing unprecedented demand. We are working closely with our supplier partners to remain in stock on essential items, and will continue to introduce more products over time as things stabilize.

Back to Top

12. Are substitutions ever made on my order?

Yes. If an item is out of stock at the time your order is being picked, we will substitute a similar item for you. You have the option of refusing this substitution when reviewing your order with our delivery teammate. You will not be charged for a substituted item unless you approve it.

COVID-19 Update: Please note that, like many online grocery home delivery services, we are experiencing unprecedented demand. We are working closely with our supplier partners to remain in stock on essential items, and will continue to offer substitutions if products are not available.

Back to Top

13. How can I be sure that my items are always at the proper temperature?

Our warehouse and delivery vans are temperature controlled - with specific compartments for room temperature, chilled, and frozen - to ensure your products are handled at the right temperature all the way from our warehouse to your door.

Back to Top

14. What happens if something is not up to my standards with my delivery?

Our delivery teammates will bring your order to your door. If you are not satisfied with a product you receive, let our delivery teammate know or contact us and we will make it right.

COVID-19 Update: Please note that for the time being our delivery teammates will not accept product returns at the doorstep. If you would like to return a product, please contact the Customer Care Team.

Back to Top

15. I read that Sobeys is eliminating plastic bags in stores – why does my online order come with bags?

We have developed a ‘closed-loop bag recycling program’ where you can return bags to our delivery teammates which are then recycled into new Voilà bags. You will be charged a $0.05 bag deposit for every bag used in your order, however you will be refunded $0.05 for every bag you give back in order to encourage recycling. Delivery teammates will accept returns of Voilà bags - and any other bags you may have - in an effort to continue to remove single-use plastic bags from the environment.

COVID-19 Update: Please note that for the time being delivery teammates will not accept bag returns for our bag recycling program, which means there will be no bag deposit or bag refund. Customers are encouraged to keep all bags for collection at a later date. Thank you for your understanding.

Back to Top

16. How do I contact the Customer Care Team?

If you have any questions or concerns, please contact us at 1.877.VOILA.CA (1.877.864.5222) or care@voila.ca.

Back to Top

17. What are the hours for the Customer Care Team?

We are available to answer your questions from 5:30 AM to 10:30 PM EST, 7 days a week.

Back to Top

18. How do I change or reset my password?

You can change or reset your password by going to your account settings and clicking on “Change login details” or “Forgot my password”.

Back to Top

19. How do I update or add a delivery address?

You can update or add a delivery address by going to your account settings and clicking on “Edit” to correct an existing address or “Add an address” to add another address.

Back to Top