Browse

FAQs

Placing your order online

  1. Where are you available?
  2. Do I need to create an account to order online?
  3. Is there a minimum order amount?
  4. Can I change or cancel my order?
  5. Can I track my order?
  6. When will my credit card be charged?
  7. Are the products the same as I would find in a Sobeys store?
  8. Do you have the same prices and promotions as my local Sobeys store?
  9. Why did I get a notification that a product in my cart was no longer available when I booked my time?
  10. Are substitutions ever made on my order?

Freshness

  1. How do you make sure the products you provide are fresh?
  2. What happens if something is not up to my standards with my order?

Delivery

  1. How does delivery work?
  2. What are the delivery fees?
  3. Do you deliver in my area?
  4. Do you deliver to apartments? offices? restaurants?
  5. I read that Sobeys is eliminating plastic bags in stores – why does my delivery order come with bags?
  6. How do I update or add a delivery address?

Curbside Pickup

  1. Where are you available for curbside pickup?
  2. How do I pickup my order?
  3. When can I pickup my order?
  4. What happens if I am late for my pickup time?
  5. Do you charge a fee for the service?
  6. Do I pay a bottle deposit? (Nova Scotia only)
  7. Why are you charging for paper bags in Nova Scotia?

Support

  1. How do I contact the Customer Care Team?
  2. What are the hours for the Customer Care Team?
  3. How do I change or reset my password?

Placing your order online

1. Where are you available?

Our delivery service is available across the Greater Toronto Area, from Guelph in the West to Oshawa in the East, and Barrie in the North. Register online to confirm that we deliver to your area.

Our curbside pickup service is currently available in Nova Scotia at the following three locations

  • Sobeys Aberdeen Mall: 610 E River Road, New Glasgow NS
  • Sobeys Spryfield: 279 Herring Cove Road, Spryfield NS
  • Sobeys Wyse Road: 210 Wyse Road, Dartmouth NS

If you are not currently in our service area, please subscribe to our updates and you will be the first to know when we launch in your area.

Back to Top

2. 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

3. Is there a minimum order amount?

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

Back to Top

4. 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”, then remove products, adjust quantities or begin shopping for additional items. You must return to your cart, click “Save changes”, then “Continue checkout”, then “Place order”. You will know your changes were saved when you receive an email notification.

Back to Top

5. 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

6. When will my credit card be charged?

When you place your order, a hold will be put on your credit card. When we are ready to assemble your order, it will appear as a pending transaction. As soon as your order is delivered to your house or picked up at curbside, we will then proceed with your final transaction on your credit card. Our teammate will review your order with you before finalizing the order and payment. Please note, it may take 2-3 days for this final charge to appear on your credit card statement.

We recommend that you contact your financial institution to verify these transactions, as some institutions might take longer than 3 days to post the charge.

Back to Top

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

For delivery in Ontario, we carry fresh produce and grocery items from Sobeys alongside customer favourites from Farm Boy, Well.ca and more..

For curbside pickup in Nova Scotia, we make our most popular products from that Sobeys location available online. Unfortunately, we are unable to offer Farm Boy or Well.ca products in Nova Scotia.

We continue to expand our product assortment every week.

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

8. Do you have the same prices and promotions as my local Sobeys store?

We have similar pricing for like items as our Sobeys stores in Ontario (for delivery) and in Nova Scotia (for curbside pickup). Pricing and promotions may vary between our delivery and curbside pickup services and not all in-store offers may be available on Voilà. Once you’ve signed in and selected your location and time slot, the most accurate pricing and promotional information will be displayed prior to checkout. See Terms and Conditions for more information.

Back to Top

9. Why did I get a notification that a product in my cart was no longer available when I booked my time?

Our product availability may differ by location and time slot. To see accurate product availability, pricing and promotions, always select your location and book a time slot before adding products to your cart.

Back to Top

10. Are substitutions ever made on my order?

If an item(s) is out of stock at the time your order is being picked, we will substitute a similar item for you. When your order is assembled, a notification is sent to you advising of any substitutions or item(s) we were not able to fulfill. You have the option of refusing this substitution when reviewing your order with our delivery or curbside teammate, and 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

Freshness

1. How do you make sure the products you provide are fresh?

We have a freshness guarantee for both our delivery and curbside pickup services.

To make sure you are receiving fresh produce, meat, and seafood, we partner closely with our suppliers and carefully monitor the shelf life of all our products in our warehouse and our stores.

Our warehouse and delivery vans are all 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. Our delivery teammates do a final temperature check at delivery to ensure that nothing has been compromised in transit.

For our curbside pickup, we closely monitor the temperature of your products throughout the order assembly process and ensure all products are stored at the correct temperature until you arrive to pick up your order. Our curbside teammates are specifically trained to pick the freshest products.

Back to Top

2. What happens if something is not up to my standards with my order?

Please contact our Voilà Customer Care team and we will be more than happy to make it right!

Back to Top

Delivery

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. Do you deliver in my area?

Our delivery service is available across the Greater Toronto Area, from Guelph in the West to Oshawa in the East, and Barrie in the North. Register online to confirm that we deliver to your area.

We also offer curbside pickup service in Nova Scotia at the following three locations:

  • Sobeys Aberdeen Mall: 610 E River Road, New Glasgow NS
  • Sobeys Spryfield: 279 Herring Cove Road, Spryfield NS
  • Sobeys Wyse Road: 210 Wyse Road, Dartmouth NS

We continue to expand our service area. If you are not currently in our service area, please subscribe to our updates and you will be the first to know when we launch in your area.

Back to Top

4. Do you deliver to apartments? offices? restaurants?

Absolutely, simply register your address and if it is in our area, we will deliver. Please provide the necessary details for our delivery teammate to successfully delivery the order to you.

Back to Top

5. I read that Sobeys is eliminating plastic bags in stores – why does my delivery order come with plastic 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

6. 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

Curbside Pickup

1. Where are you available for curbside pickup?

We have initially launched our curbside pick up at the following Sobeys stores in Nova Scotia:

  • Sobeys Aberdeen Mall: 610 E River Road, New Glasgow NS
  • Sobeys Spryfield: 279 Herring Cove Road, Spryfield NS
  • Sobeys Wyse Road: 210 Wyse Road, Dartmouth NS

We also offer a delivery service across the Greater Toronto Area, from Guelph in the West to Oshawa in the East, and Barrie in the North.

We continue to expand our service area. If you are not currently in our service area, please subscribe to our updates and you will be the first to know when we launch in your area.

Back to Top

2. How do I pickup my order?

It is simple! Please arrive at your store location at your scheduled date and within your pickup window. When you arrive at the store, follow the parking lot signs to our reserved Curbside Pickup parking spots. Once you have parked in the designated parking spots, call the phone number on the parking lot sign and one of our curbside teammates will bring your order to your car. We ask that you open your trunk for a contactless delivery.

Back to Top

4. When can I pickup my order?

Click on Book a time to see availability for pickup at your chosen location. Curbside pickup times vary by store and availability.

Back to Top

5. What happens if I am late for my pickup time?

We understand, life is busy! We will be monitoring our curbside pickup orders and if we notice that you have missed your pickup time slot, one of our curbside teammates will call you to make alternate arrangements. We encourage you to come that day, as we cannot keep the order past 9pm (on your scheduled day) otherwise the order will be cancelled.

Back to Top

6. Do you charge a fee for the service?

Our standard fee for curbside pickup is $3.99. The service fee is applicable to each one-hour pickup window and will be displayed on the time slot booking page. Please continue to check back often for the latest information. Please note that at checkout and on your receipt, you will see this fee itemized as a ‘Delivery Fee’.

Back to Top

7. Do I pay a bottle deposit? (Nova Scotia only)

For orders with a beverage container less than 5L, a deposit fee of $0.10 per container is currently being paid by Sobeys Inc. You are entitled to a $0.05 per container refund when containers are returned to an Enviro-Depot™.

See https://divertns.ca/recycling/what-goes-where/beverage-container-recycling for a description of the Beverage Container Deposit-Refund Program.

Back to Top

8. Why are you charging for paper bags in Nova Scotia?

We are committed to reducing our environmental impact and proudly support Atlantic Canada’s commitment to sustainability. In compliance with local regulation, we have eliminated plastic single use checkout bags in favour of paper and reusable options. Recyclable and compostable paper bags will cost $0.10 per bag and we will do our best to consolidate your order into as few bags as possible while being mindful of Food Safety and cross contamination.

Back to Top

Support

1. 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

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

We are available to answer your questions 7 days a week:

  • Eastern Time: 5:30 am to 10:30 pm
  • Atlantic Time: 6:30 am to 11:30 pm

Back to Top

3. 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