Customer Care 1-800-667-8280

Sendial Program FAQs

Who is eligible for Sendial?

Sendial is a shopping and home delivery service for customers with an age related frailty, medical condition, or permanent or temporary disability preventing them from shopping in-store without assistance. Examples include: physical mobility issues such as difficulty walking, going up and down steps, or standing; cognitive limitations and vision impairment.

How does the service work?

Dedicated volunteers take and shop customer orders, making it possible for Thrifty Foods to provide this important community service. A volunteer will call you on your assigned day to take your order and then the next business day, a volunteer shops your order. Thrifty Foods then processes your order, and sends it out for delivery in a refrigerated truck. A nominal $5.00 delivery fee of is charged for the service.

What days are available for the service?

Service days vary from location to location.

How often can or must I order?

You are expected to place regular orders and will be scheduled for a weekly call. However, a biweekly or monthly call can be arranged. If you have not placed an order after four calls (without advising us of a temporary stoppage of service), you will be removed from the call list and will be required to re-register for future service.

Is there a minimum order requirement?

A minimum grocery order of $25 is required, excluding the delivery fee.

How do I place my order?

Please have your grocery list prepared and be ready to place your order when the volunteer calls. Calls are generally made between 8:30 am - 10:30 am. Volunteers will do their best to call you at approximately the same time each week.  It is your responsibility to be available and ready for your call.

Be specific when ordering products by including flavor, size, brand and any other relevant product information. If vague information is provided, the wrong product may be sent. Hint: keep current product packaging for reference when ordering and provide tips like "the carton with the red lid" or "the ones in the green box".

What is the delivery process?

Specific delivery times cannot be guaranteed, so please ensure regular outings and appointments are scheduled outside of your Sendial days.  Someone must be available to receive and sign for your order. If unavoidable circumstances should occur, and you will be unavailable during a specific time on your delivery day, please advise the volunteer when placing your order or contact Customer Care as soon as possible at 1-800-667-8280. If we are unable to accommodate your request, your choice will be to cancel your order or make alternate arrangements for someone to accept it.

What time can I expect my delivery?

Delivery times are generally between 10:30 am -6:00 pm and will likely vary from week to week, as many types of orders go out in our trucks (floral, party trays, etc.). You can call Customer Care at 1-800-667-8280 after 8:00 am on your scheduled delivery day to find out your delivery time within a two-hour window.

What if I'm not available for my delivery?

If an emergency arises and you will be unavailable for your delivery, please contact Customer Care at 1-800-667-8280 as soon as possible and we will do our best to make alternate arrangements.  If no one is available to receive your order upon delivery, it will be taken back to the store and you will be contacted to review the circumstances.  If your order is rescheduled, a second delivery fee will be charged. Customers with repeated undeliverable orders will be removed from the program.

What if I miss or did not receive my call?

Please call Customer Care at 1-800-667-8280.  If volunteers are still at the store, you will be called for your order.  If volunteers have left for the day, you will have to wait for your next scheduled call to place your order.

Does the service have any restrictions?

Coupons and bottle returns are not accepted. The following items cannot be delivered due to food safety standards: Bags of manure or potting soil; Christmas trees or poinsettias; cut flowers or plants that cannot fit into a sealed Thrifty Foods paper bag; Propane; and hot deli items.

What if I forget an item once I have placed my order?

Please call Customer Care at 1-800-667-8280.  If your order has already been shopped and prepared for delivery, we will not be able to accommodate your request.

What if an item I ordered is not available or needs clarification?

You are required to be home the morning your order is shopped in case there are questions. If an item is out of stock or the description is unclear, a volunteer will call to ask if you want a substitute product or to get clarity. If you are not available for the call, the item will not be substituted.

How do I pay for my order

Payment is required upon delivery. Cash is not accepted. You may pay by debit, credit card (Visa, MasterCard or American Express) or Smile Card.

How are refunds and returns handled?

Please report any pricing errors or quality concerns to Customer Care by phone (1-800-667-8280) or email and a representative will help determine the best solution. Any required adjustments will be made on a future order.

How do I report an error or omission?

Please report any errors or omissions to Customer Care by phone (1-800-667-8280) or email.  A representative will help determine the best solution. Corrections will be made on a future order. If a sale item is out of stock, a raincheque will be issued and kept on file, and you will be offered the item at the sale price when it becomes available.

How do I report a commendation or a concern about the service?

We appreciate your feedback on our service. For commendations or concerns, please contact Customer Care at 1-800-667-8280.

Could my service be discontinued?

Thrifty Foods reserves the right to discontinue service for any customer who consistently does not meet Sendial guidelines or for inappropriate behaviour.

Can I use my AIR MILES® Collector Card and accumulate AIR MILES Reward Miles?

AIR MILES Card numbers can be kept on file so AIR MILES Reward Miles can be accumulated with each order. Please contact Customer Care to register your AIR MILES Collector Card.