Online Order FAQ

Ambrosia Curbside Pickup & Delivery Service FAQ

Q: Where can I find product or price lists?

Our online order form does not provide a product or price list. It was important to us to make this service available to our communities as quickly as possible given the current situation we are in. Setting up an order form complete with a price list and product list would have taken months, and we wanted to service our customers quickly. This service is intended for customers who are already familiar with our store and products.

If you know what you are looking for, please fill in the form to the best of your ability and with as much detail as possible so that our team can fulfill your order to the best of our ability.

Q: What do I need to have so that I can place an order?

A: You need the use of a smartphone that is capable of sending and receiving messages, a Visa or Mastercard credit card, and a basic familiarity with the products sold at our Ambrosia locations. You will also need an active email address, as your receipt will be sent there.

Q: How much are your pickup and delivery options?

A: Pickup is $5. Delivery is $15, although customers living outside of the 10km store radius may be required to pay an additional fee if the distance is significant. You will be contacted in advance to make sure you are okay with any extra charges.  These fees help to cover the cost of the extra staff needed for these services, from picking your order to delivery right to your front door! Most retailers hide delivery fees by increasing prices on pickup and delivery items. Please know that we are NOT marking up prices on our products like most retailers do! We have always valued honesty and transparency and we are being transparent with the cost/fee required to provide our communities with pickup or delivery. There was a great deal of thought, time and consideration that went into determining this fee, including ongoing labour shortages and COVID-19 premium pay.

Please Note: Pickup/Delivery fees are non-refundable.

Q: Do you deliver to my area?

A: We deliver to Richmond Hill, Markham, Vaughan, Scarborough, Toronto, East York, North York, York, Mississauga, and Brampton. We are unable to accept any delivery orders outside of those city limits. If your postal code falls outside of the 10km store radius, we will contact you in advance to let you know of any potential delivery fee increases so that you can accept or cancel your order.

Q: How do I submit my order?

A: Submit your order using our new online order form. Here you will list items to the best of your ability by UPC code (the number under the barcode), Brand, Size, Weight, Flavour, etc. Please provide as much detail as possible in the Item Description box so that there is no confusion about what you like at time of picking.

Q: How do I pay for my order?

A: All online orders currently only accept payment with Visa or Mastercard credit cards.  Payment will be processed from the same card for initial pickup/delivery fee upon order placement, and then for payment of your final order total on your day of pickup/delivery. If the system is giving you an error when you attempt to submit your payment details, please double check that you are accurately submitting your credit card information. Please note that at this time, Visa Debit cards are not accepted by our payment system.

Q: I’m trying to order and I can’t proceed to the next page, what am I doing wrong?

A: If our system is not allowing you to proceed to the next page, you may have left mandatory fields blank. Please look for the highlighted, mandatory fields and fill them out.  DESCRIPTION is a mandatory field. DELIVERY ADDRESS is also a mandatory field if you have selected delivery, please include your city and postal code. For any other technical issues please email thornhillorders@ambrosia.ca for Thornhill orders, avenueorders@ambrosia.ca for Avenue orders, and vaughanorders@ambrosia.ca for Vaughan orders.

Q: Can I order as many of each item as I want?

A: You can order several units of the same item but please know that we will limit quantities of certain items at our discretion in order to ensure that other customers have the opportunity to purchase them.  Certain items have a strict limit of 2 per order, including eggs, yeast, cleaning wipes, and masks.

Q: Can I begin an order and then leave my browser open while I add items over several days?

A: We strongly discourage you from leaving your order on an open browser for more than 24 hours. Doing so can cause scheduling issues with your delivery/pickup, as well as affect the accuracy of your order due to random item deletion.  Please submit your orders within one day of opening up your itemized list, and any items you may have missed can be emailed to your respective store of order placement. thornhillorders@ambrosia.ca, avenueorders@ambrosia.ca, vaughanorders@ambrosia.ca

Q: I submitted my order but my confirmation email shows my final order is missing some items, what should I do?

A: Please email the store where your order was placed and they will check your list of items and add anything that didn’t get properly submitted. thornhillorders@ambrosia.ca , avenueorders@ambrosia.ca , and vaughanorders@ambrosia.ca

Q: I have placed an order but I don’t know the pickup/delivery date or time?

A: Please check the confirmation emails you receive upon placing your online order, your date of pickup/delivery will be there. The pickup window is from 8:30 am – 9:30 am ONLY from Monday to Friday.  If you do not pick up your order at this time on your scheduled day, your order will be cancelled and there will be no refund for the pickup fee. If you are still unsure about your pickup/delivery date, please email thornhillorders@ambrosia.ca for any Thornhill Store inquiries, avenueorders@ambrosia.ca for any Avenue Store inquiries, and vaughanorders@ambrosia.ca for any Vaughan Store orders.

Q: How do I Pick Up my order?

A: You will receive a text or email on the business day before your order is ready, reminding you about your order and what time you can pick it up. On your scheduled day of pickup, please come by the store at any time within the 8:30 am – 9:30 am pickup hour and park your vehicle at the front of the store. A staff member will greet you while maintaining social distance, (wearing gloves, a face mask, and face shield), and get your name. At this time you can specify whether you would like the order placed in your trunk, by your vehicle, etc. There are no other pickup times available so you MUST come at the given time or you will not receive your order for the day.

Q: When should I expect my delivery and where will it be left for me?

A: You will receive a text or email on the business day before your order is ready, reminding you about your order and delivery. Our delivery window is 10 am – 5 pm, Monday – Friday. Delivery is contactless, and can be left at your front door, on your driveway, in your building lobby, etc.  Please ensure that you leave a note in your order about your preference, and if you have a buzzer code to an apartment, make sure you let us know what it is.

Please note that at this time we are unable to give you any specific ETA’s as to the exact time your order will arrive on your day of delivery.

Q: Can you call/email me to check about items or substitutions in my order while you’re putting it together?

A: Due to understaffing and order volume, we are unable to reach out to you on the morning that your items are picked.  In order to avoid any confusion, please provide us with a detailed list of items so that we can pick your items quickly and easily.

Q: I just received my online receipt and it looks like my order isn’t correct. Who do I contact?

A: We know you want to contact us immediately after checking your receipt, but keep in mind the following:

  • Some items on the receipt will not be labelled as expected
  • Some items may be out of stock
  • Some items may have been substituted if you noted this was an acceptable option
  • We are unable to change your order by the time you receive your receipt. Please wait until you have picked up your order/the delivery has arrived to check that it is accurate. If you have any problems at that point, please contact the respective store you ordered from, thornhillorders@ambrosia.ca , avenueorders@ambrosia.ca , vaughanorders@ambrosia.ca

Q: Why didn’t I get everything I ordered?

A: Please keep in mind that at this time, some items are difficult to keep in stock due to high demand or ongoing supplier shortages. If you are particularly in need of a certain item, please make an order note allowing for substitutions you are willing to accept.

Q: The order I received is not correct, what do I do about this?

A: If your order has incorrect items or items that you are unhappy with, please email the store where you placed your order, at thornhillorders@ambrosia.ca for the Thornhill Store, avenueorders@ambrosia.ca for the Avenue Store, and vaughanorders@ambrosia.ca for Vaughan Store orders. Please include your order number.

Please note that missing items may be due to shortages at time of picking.