FAQ

What are your delivery days and times?

We deliver 7 days a week!

You can select any available date in the calendar provided at the checkout page. Dates in green are available and can be selected, dates in black are not.

We currently have a maximum number of orders that we can fulfill per day. If that maximum is reached on a particular date, that date will become unavailable.

What areas do you deliver to?

Before selecting a product for your order, you will be prompted to provide your postal code to verify that your delivery destination is within our delivery area. If you have further questions regarding our delivery boundaries, please contact the store for further clarification.

We do deliver to Canadian North Cargo at the Ottawa International Airport. For more information, please contact the store directly.

Is there a minimum order total required for delivery?

All online orders must meet a $50.00 required minimum purchase amount before the delivery fee to be eligible for our delivery service.

What is the cost for online grocery delivery order service?

The cost for our online grocery delivery service is $11.95 + tax.

Can I specify what time my order arrives?

Though we do our best to deliver your groceries at a time that is best for you, we cannot guarantee specific times throughout the day. We try to adhere to the guidelines stated when you order however situations outside of our control may factor to late deliveries. These factors can include but are not limited to weather conditions, the amount of orders received, vehicle issues etc. If for any reason we are not able to deliver your groceries within the time frame stated on your order, we will do our best to contact you to make the appropriate arrangements.

How far in advance can I place an online grocery order?

You can order as far in advance as you wish. You are able to specify a date in the calendar provided on the checkout page.

Is an account required to place an order?

An account is not required to submit an online order; however we do recommend creating an account so that you may take advantage of such benefits such as creating a favourites list for products, viewing previous orders and taking part in valued customer promotions.

What are the methods of payment?

Orders can be paid by Visa, MasterCard, American Express, or Visa Debit through our secure payment portal at the checkout page. This payment portal is powered by Stripe.

Due to the nature of the way we process orders, your card will not be charged immediately. Instead, it will be charged once we have picked the items on the order and adjusted the price to ensure that you are being charged the correct amount for the items you have received. As such, we ask that you ensure sufficient funds are available on the card on the day you have selected for delivery, so as to make the processing of your order easier.

In the event that there is a complication with processing payment, we will contact you to make arrangements so that we can get your order out to you.

 

Orders can also be paid by Metro Gift Card, or by corporate charge account if you have set one up with us.

Can I pay online with a Metro Gift Card?

If you have a Metro Gift Card that you would like to use towards your order, simply select gift card as the payment option on the checkout page and enter all 29 characters on the back of the card in the field provided. Our team will use those numbers to apply the credit to the order when we process the transaction. If there is any remaining balance, we will contact you to make arrangements for collecting the remaining amount.

I am not going to be home when my groceries are to be delivered. Who should I contact?

If you are not going to be home when your groceries are expected to be delivered, please contact the store as soon as possible and we will work with you to have them delivered at a different day or time. If you are not home and a delivery attempt is made, the order will be returned to the store and an associate will attempt to contact you to determine an alternative delivery time. If an associate is not able to reach you within 24 hours the order will be cancelled.

Can my business submit an online order?

Yes! We deliver to any address within our delivery area. For business clients, we encourage you to reach out to the store for additional information on applying for a corporate account before placing your first order.

Can I cancel my order after it is submitted?

Yes you can. Please contact the store either by phone or email at least 24 hours in advance and we can make arrangements with you accordingly.

I forgot to add item(s) to my order. Can I add items after my order is submitted?

If you forgot an item on your online order, you will need to submit a new order. Associates will not take any instructions regarding missed order items or other adjustments over the phone.

I have received my order and there is an issue. Who should I contact?

If you have an issue with your order after it is received, please contact the store within 24 hours and we will rectify the issue with you.

Do I have to input my payment information on my account profile?

No, you do not need to provide your payment information in your online order profile. However, the option is available in order to allow for faster checkout on future orders. Once you have saved a payment method to your account, you can select it at the checkout page instead of manually inputting the information every time.

I live in an apartment building. Can you deliver right to my door?

Yes we can! Simply specify the apartment number and/or buzzer number so that we can deliver to the correct unit.

Can I order on behalf of someone else?

Yes you can. You have the option to use a delivery address that is different from the billing address. If you are placing an order for someone else, it is a good idea to include contact information for both parties, so that we have a contact for any matter of billing and delivery.

What if the product I ask for is not available in-store?

At the checkout page, you will be required to select a Substitution Option. These range from “Any Substitution” to “No Substitutions”. The option you select will help us determine whether or not to substitute for an item on your order that is not available, and what products we can include as replacements.

If you have exceptions to your choice of Substitution Options, you can write them in the space directly underneath the drop-down menu for these options. For example, if you are okay with any substitutions for most items on your order, but only want a specific kind of ice cream, then you could select “Any Substitutions” from the drop-down menu, and then write “Please do not substitute ice cream” in the space underneath.

I have specific needs or concerns that I wish the store to know about. Where can I input this information?

We understand that you may have special instructions for us when picking and delivering you grocery order. We encourage you to let us know about these details in the section titled “special instructions” on the checkout page. These instructions can include but are not limited to allergies, packing instructions, apartment ring number, what entrance the driver should bring your order to, advance notice of deliver etc.

Can I collect Air Miles with my online order?

Yes! Simply input your Air Miles card number during the checkout process and our associates will ensure your points are accumulated for your order.

Can I redeem Air Miles Cash with my online order?

Unfortunately we are unable to redeem Air Miles Cash towards your online order without the physical card present during the payment processing stage of the order. All Air Miles Cash transactions must be done in the store. Handheld payment processors are not able to complete Air Miles Cash transactions.

I did not get my Air Miles points on my online order. Who do I contact?

If you did not receive Air Miles for your order, please contact Metro Ontario Customer Care at 1(800) 763-7374 and an associate will be happy to assist you.

Can I redeem coupons with my online order?

We are not able to process manufacturer coupons without obtaining the physical coupon therefore, we are not able to redeem them through our online grocery order system. We are however able to apply bonus Air Miles and coupons provided through the Air Miles reward program to you order. Simply upload the offers to your card on your computer or the My Metro App and they will be applied to your order upon checkout.

Please visit https://www.metro.ca/en/add-coupons-card for more details.

Is the delivery vehicle refrigerated?

Our delivery van is not refrigerated, however refrigerated and frozen items are placed in our cooler or freezer immediately after the order is processed, and are kept there until the order is sent out for delivery. If you have any concerns about a product after it has been received please contact the store and we will work with you to address any concerns.

I would like to order a product that is listed in the flyer. How do I ensure I get the flyer item specifically?

When selecting an item that you see in the flyer, the sale price will not reflect online but will be applied when the transaction is processed. If you aren’t sure if the item you are selecting is the item in the flyer or you can’t locate the product on our site, you are able to manually list the flyer items you would like on the checkout page.

 

**Please note that this particular location may not sell all the items printed in the weekly flyer.**

I want a product that is listed in the flyer as being on sale but the price online does not reflect that. Will I get the product at the sale price?

Yes you will. All the prices on our site reflect the regular retail price. When the Online Orders team processes your transaction the sale price will be automatically applied to those products.

I could not find a particular item on the site. Is there a specific spot where I can list it?

If you are unable to find a specific item(s) you can manually make a list on the checkout page in the section titled “Couldn’t find something? Please add it below!” Please be as specific as possible so our Online Orders team know exactly what you are looking for.

I received an email that my order was processed. If this a final list of the items I will receive?

No, it is not. The first email you receive will be a confirmation that your order has been submitted.

If you are paying by credit card, you will receive a second email when payment for your order has been processed. The only adjustment that will be visible on this email is the adjustment we have made to the order’s estimated total to match the actual total of the items being sent out to you, so that you are charged the correct amount. No adjustment will have been made to the individual items that you originally ordered. This email is only to inform you that your payment has been processed.

When you receive your order, there will be an itemized paper receipt in one of the boxes (usually the box labelled #1). This is the receipt you should use when checking that you were charged correctly for what you received.

If, upon review of your itemized receipt, there are any discrepancies, or if you did not receive your receipt, please contact the store and we will gladly resolve any issues.

The price online does not match the price on my receipt. Why?

Though we do our best to consistently update the prices on our website, we may miss some from time to time. The price may also fluctuate for items that are priced by weight as the price for these items on our site is based on an average weight. If you have any concern about a price or how much your order came to, please refer to the Terms and Conditions or contact the store directly via phone or email and we will assist you as best we can.

Can I resubmit a previous order?

Yes you can! All you need is an account with us. When you sign onto your account click on “Orders” and you will be able to view all the orders you have previously submitted. Click on the order you want to resubmit, and select “Add All to Cart”. This will fill your cart with the items from the selected order, at which point you can edit quantities and add or remove items as needed. You can then proceed to checkout as normal.