Refund and Returns Policy

Order, Refund, and Return Policy

SMILEY FOOD AND STORES (hereinafter referred to as “SFAS”) is dedicated to delivering fresh, high-quality food products and providing excellent customer service. This policy outlines our procedures for placing orders, as well as our approach to refunds, returns, and cancellations.

1. Order Placement

• Online Orders: Orders must be placed through our website. Processing begins once full payment is received.
• Order Modifications: Requests for changes to your order must be made within 24 hours of placement or at least 48 hours before the scheduled delivery date. Orders will only be merged if the previous order number is referenced.

2. Payment Policy

• Payment Requirement: Full payment is required at the time of order confirmation.
• Accepted Payment Methods: Credit/Debit cards (with a 3% processing fee) or Interac e-transfers.

3. Order Fulfillment

• Processing Time: Orders are processed according to the schedule provided in your confirmation email, based on your location.
• Service Area: SFAS delivers within the Greater Toronto Area (GTA) including but not limited to:
  • Peel Region, Etobicoke, Halton Hills
  • Downtown, North End, East End, West End, Scarborough, Vaughan, Markham, Richmond Hill, and York Region.
• Pickup & Delivery:
  • Pickup: Orders must be picked up from our store with at least 30 minutes’ notice prior to arrival.
  • Delivery: Delivery is available for an additional fee, ranging from $15 to $50 based on location. For areas not covered by our in-house drivers, shipping charges will be confirmed by the store and agreed upon by both parties.

4. Quality Assurance

SFAS is committed to providing high-quality, inspected, and properly packaged food products in compliance with Ontario’s food safety standards.

5. Return Policy

• Returnable Items: Non-perishable items may be eligible for a refund or replacement if received in-store. Grocery items are non-returnable unless there is a verified quality issue at the time of pickup/delivery.
• Non-Returnable Items: Due to the perishable nature of items such as proteins and vegetables, returns are not acceptable. However, a return or replacement may be accepted only if a quality issue is confirmed within 2 hours after pickup or delivery.

Refund Conditions:

• Refunds may be issued under the following circumstances:
• For verified quality issues with a product.
• For order cancellations made at least 48 hours in advance of the scheduled delivery or pickup time.
• If we are unable to fulfill your order due to stock or supply limitations.

Refund Method:

• Refunds below $20 will be issued as store credit, which can be applied to future purchases without restrictions
• Refunds above $20 will be credited to the original payment method used for the purchase
• Refunds via Interac e-Transfer will only be processed to the email address provided at the time of order submission.

Refund Timeline:

All eligible refunds are processed within 7 days after delivery and upon confirmation of the refund approval. Processing time may vary depending on your payment provider

How to request a refund:  To request a refund or report a quality issue, please contact us through any of the following:

Email: admin@smileyfoodandstores.ca

Phone: (647) 784 8677

Order Support Page: www.smileyfoodandstores.ca/contact

Please include the following details in your request:

• Your order number
• A brief description of the issue
• The email address used when placing your order
• Clear Photos of the affected product (if applicable)

Refund or return requests that do not meet the above requirements or timelines may not be eligible for processing.

6. Cancellation/Order Reschedule Policy

• Customer-Initiated Cancellations: Cancellations made at least 48 hours before delivery may qualify for a refund or store credit.
• Business-Initiated Cancellations: If SFAS must cancel an order, a full refund will be processed.
• Order Reschedule: Orders can be rescheduled if notified 48 hours before the scheduled delivery date.

7. Liability

SFAS is not liable for issues arising after the product has been picked up or delivered, including improper storage, handling, or cooking.

8. Contact Us

For any questions or concerns, please contact us at:

• Phone: 647-784-8677
• Email: admin@smileyfoodandstores.ca
• Addresses:
  • Unit 15, 2364 Haines Road, Mississauga, ON L4Y 1Y6
  • 5158 Tecumseh Road East, Windsor, ON N8T 1C4

Thank you for choosing SMILEY FOOD AND STORES. We value your business and appreciate your trust.