FAQ

SHOP GROCERY ORDERS:

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Do I need an account to shop online?

You can shop and add items to your cart without signing in, but to go through checkout you will have to sign in to an existing account, or create a new account. Sign up here.

I can’t find a specific product. What can I do?

Online grocery shopping doesn’t offer every product found in our markets, so the item you’re looking for may not be available online. To check, try the Quick Search function here.

How do I enter my desired quantity for products?

Items priced by weight will require you to enter your desired weighed amount. Items with an estimated weight, by each, will require you to enter the quantity 

1. Kg - Items priced by kg will require you to enter the point value of the kg you would like. For example, type 0.25 quantity of pork chops and a quarter of a kg will be added to your cart.

2. 100g - Items priced by 100g will require you to enter the multiples of 100g’s that you would like. For example, if you would like 250g of Soleterra d’Italia Modena Ham, sliced (100g), type 2.5 into the quantity amount and we will send you approximately 250g of sliced Soleterra d’Italia Modena Ham.

3. Each– Items priced by each or if the item description details a specific size such as 250 ml or 250 g, requires you to enter the quantity you would like to order in whole numbers. For items that are sold by weight (price/kg) in-market but are commonly purchased by each (i.e.apples), enter the quantity you would like to order. For example, if you would like four gala apples, enter 4 into the quantity amount. You will receive four apples based on the price/kg that exists in the market, but for ease of ordering online we have created an estimated each price. 

When will my credit card be charged for my grocery delivery order?

The order total on the online checkout is estimate based on your cart and delivery/pick up option. When our team members shop your order on the delivery/pick up day requested, your credit card will be charged the till checkout total on that day. You will receive a till receipt with your order that shows the exact amount charged. It may vary slightly from the online checkout, as weighted items may be a little heavier or lighter. 

Please note that monthly specials are only valid for the month in which your delivery/pick up day falls. For example, if you ordered a Stockboy Special item on the last day of the month and have it delivered on the first day of the following month, the Stockboy Special pricing would not be in effect on that item.

Why does the final total on my receipt differ from the estimated total that appears on my online Grocery Cart or on My Grocery Order Detail?

When your order is prepared, the actual total price charged for some items may differ slightly from the item total that appears online. This generally occurs if you have ordered a weighted item and your personal shopper selects an item that is close in weight to the quantity you ordered but is not the exact weight. You will be charged for the actual amount included in the order as if you were shopping in-market yourself. 

What if one of the items I ordered is not available when my order is being prepared?

How much does grocery delivery cost?

Grocery delivery is $8 within Calgary, Edmonton and Red Deer city limits, with a minimum $50 purchase. 

How do I cancel an order?

Once you’ve placed an order, a confirmation screen will appear with a green Cancel Order button on the top right side. If you’ve closed the screen, you can still go to your account settings and click on View Previous Orders. Find the order you’d like to cancel, click Order Detail on the right side and click the green Cancel Order button on the top right side.

How do I override old credit card information?

At checkout select your pay method as "Credit Card" instead of the previously saved credit card. Check the box that says "Remember credit card for future Sunterra purchases. This will save over any existing credit card on file. You will be taken to a new screen where you will enter in your new credit card information and that card will now be saved. Only one saved credit card per account. Your information is secure and will never be shared.

I can’t link my Fresh Rewards account with my Sunterra online account. Please help

We want to fix this for you straight away. Please call to speak to our Fresh Rewards team at 403-266-2820 and we’ll get it sorted out.

Do you have seasonal menus?

Yes, we have summer, Thanksgiving and Christmas offerings. These are available online or you can call us and we will send them to you. We also offer Seasonal Feasts for Thanksgiving, Christmas, Valentine’s Day, Easter and Mother’s Day that are available online during applicable holidays. Other special offerings include our daily Three-Course Feasts that are available to order online here, menus change monthly.

My grocery/catering order hasn’t arrived. What can I do?

Please phone us for assistance.

Red Deer (587) 797-3923

How do I change my order to a curbside pickup order if I’ve already placed a home delivery order?

You will need to cancel your home delivery order and place a new order for curbside pickup. 

FRESH REWARDS:

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Do my points expire?

Effective May 2021, as long as you shop with us at least once every four years, the points you earn will not expire.

How can I keep track of my points?

Your points balance is printed on your receipt when you shop in market. You can also check your balance online or through the Fresh Rewards app.

How do I use my points?

You can Pay with Points for select items in market and online. You can also convert your points to dollars, redeem them for cooking classes and catered meals or donate them to our community partners online or through the Fresh Rewards app.

How do I become a Connoisseur?

Earn 4,000 or more points within 365 consecutive days.

How do I maintain Connoisseur status?

Once you gain Connoisseur status you will receive one year of benefits regardless of what you spend. To maintain Connoisseur status the following year, you must earn 4,000 or more points by your anniversary date.

Do I need to pay for Connoisseur benefits?

There are no membership fees for any part of the Fresh Rewards program – it is absolutely free! 

How can I view my transaction history?

Download the Fresh Rewards app and you can access your transaction history by navigating to the side menu in the My Account section. Your points history is accessible by clicking on your Points Balance on the Home screen of the app.

I have multiple Fresh Rewards Accounts, can they be merged?

Yes! We can help you out with this. First, download the Fresh Rewards app. 

• Unregistered Sunterra Cards can be linked in the app by clicking the Sunterra Card > More options > Link Card. 

• If you have two registered accounts, we will need to confirm a few details with you and we can help you out. Send us an email at freshrewards@sunterra.ca or fill out the contact us form in the app. 

Can I order groceries and catering using the Fresh Rewards app?

Currently, shopping for groceries or ordering catering cannot be done through the app. Visit us at sunterramarket.com for all your online shopping needs. Your username and password from the app will also work online, no need to create anew account. 

How do I receive my birthday card?

Fresh Rewards members need to make at least one purchase per year to qualify for their Birthday Reward.  If you sign up to receive your birthday card by email, you will no longer receive a birthday card by mail. If you meet these requirements and still have not received your card, send us an email at freshrewards@sunterra.ca or fill out the contact us form in the Fresh Rewards app.

How do I use offers in market?

First, download the Fresh Rewards app! Go to the Rewards tab and add available offers to your account to use them automatically when you check out at the till. Cashiers are also able to see offers on your account if you need additional support. 

I set up an Auto Reload, how do I know when my card will automatically be loaded?

Our reload frequency schedules are: 

•  Daily - over night 

•  Weekly - on Sundays 

•  Monthly - on the 1st of the month 

 If you have set up a threshold on your auto reload, the schedule will always be daily.  

Why is my Sunterra Card balance not updating in the Fresh Rewards app?

Try tapping the Sunterra Card icon on the bottom right of your screen. Your balance should refresh. Contact us at freshrewards@sunterra.ca if you continue to experience issues.

Why is my points balance not updating or why is my status listed as undefined in the Fresh Rewards app?

Try tapping the home button twice on the bottom left of your screen. Your balance and status should refresh. Contact us at freshrewards@sunterra.ca if you continue to experience issues.

MEALS TO GO ORDERS:

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What is Meals to Go?

Meals to Go is our brand new online ordering system that lets you order and pick up food in just 30 minutes! Our current Meals to Go selection includes Hot to Go food, make-at-home Meal Kits, prepared Three-Course Feasts and Seasonal Feasts.

How do I place a Meals to Go order?

Head to the new Meals to Go section of our website to browse through the selection of items and add them to your cart. Your Meals to Go cart is separate from your regular cart, so be sure to select the correct one when completing your purchase. At the checkout, simply select your desired pickup time, then head to the market to pick up your order within the selected time slot. 

Where can I pick up my Meals to Go order?

We have launched Meals to Go for curbside pickup at our Kensington Road, West Market Square and Keynote locations in Calgary, our Lendrum Shopping Centre location in Edmonton and our Bower Place location in Red Deer. As the service expands, you will see delivery as an available option.

Can I order Meals to Go for delivery?

Delivery is currently unavailable, but it will be coming soon! Check back here for details. In-market pickup or curbside pickup is currently available at our Kensington Road, West Market Square and Keynote locations in Calgary, our Lendrum Shopping Centre location in Edmonton and our Bower Place location in Red Deer.

 

CATERING ORDERS:

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How much does it cost for delivery?

Depending on your location delivery costs vary. For specific information, please view our delivery zones here (be sure to specify your city as either Calgary, Edmonton or Red Deer in the header).

When do you deliver?

We deliver catering orders in Calgary and Red Deer between 7 am and 7 pm and in Edmonton between 7 am and 5 pm. If you are looking for a delivery outside of these times, please call us at 403-263-9759 or 780-426-3807 to make arrangements.

How do I modify my order?

If you’ve already received an invoice for your order you can respond to the email sent to you, or you can give us a call at the catering office (403-263-9759 or 780-426-3807). Have your invoice number on hand when you call.

How do I cancel my order?

If your order was placed online, you can login, go to past orders and select cancel. You can also respond to the email confirmation sent to you or call our office at 403-263-9759 or 780-426-3807. Have your invoice number on hand when you call.

Do you have a cancellation timeline?

Orders can be cancelled one business day in advance of delivery. If a situation has arisen and it is less than one business day in advance, please call us to discuss your circumstances.

What items are free from allergens?

Vegetarian (VT) and gluten aware (GA) items are labelled in the catering catalogue and on our website with symbols. If you have other allergies, indicate them on your order or call us at 403-263-9759 or 780-426-3807 and we will discuss our allergen free options with you.

What should I do if I have an allergy?

Please make us aware of all allergies when placing an order so we can be sure to wrap items separately.

Please note that we will make every effort to accommodate allergies where possible and have identified common diet friendly dishes on the menu. However, please keep in mind that our dishes are prepared from scratch and involve shared equipment, packaging and preparation areas. We therefore cannot guarantee that any of our menu items can be 100% free of allergens.

Something is wrong with my order what should I do?

Call the catering office at 403-263-9759 or 780-426-3807. For after hours in Calgary and Red Deer please call 403-828-9756 (catering cell phone) or 403-261-6772 (Calgary catering store) or 587-797-3923 (Red Deer catering store). In Edmonton please call 780-426-3791 (catering cell phone) 780-293-3791 (catering store). 

What are the catering office hours?

Monday to Friday, 8 am to 5 pm (statutory holiday hours do apply).

Will I receive Fresh Rewards points for my catering order?

If the order is a corporate order that is paid for by a company, Fresh Reward points will not be given for this transaction. Personal catering orders that are placed by and paid for by an individual are eligible to receive Fresh Reward points.

How do I return rental items?

We will collect any rental items the following business day. If the event is at your home and you are not home the following day, please leave the rentals on your front porch or call us to make arrangements. 

If you would like to return your trays, please contact us to make arrangements. Alternatively, trays can be recycled.

If I am picking up my order at the market, where do I go?

Each market has a different pick up spot for catering orders. Please make sure you let our Team Members know you are picking up a catering order and bring your invoice or invoice number with you. 

When will my credit card be charged for my catering order?

Your credit card will be charged one business day before the delivery date of the order. If there are any last minute changes to your order, your credit card payment will be adjusted accordingly. For same day changes, a separate invoice may be required for additional items. In this case credit card details will be needed again.

Do I need to order disposables?

If you require plates, napkins, forks, knives and spoons, please order your disposables under the department titled Plates and Cutlery on the left-hand side of the order catering page.

Do you provide staffing for events?

Yes! For details about options and rates see the department titled Staff Services on the left-hand side of the order catering page. You can also call us directly at 403-263-9759 or 780-426-3807 and our events coordinator will assist you with your staffing needs.

Can I make a special request?

Yes, for any special requests please contact us by email or phone so we can do our best to assist you.

SUNTERRA FARMS DIRECT:

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What is Sunterra Farms Direct?

Sunterra Farms Direct is a program from Albertans for Albertans. It is our ultimate mission to provide our community with the highest quality products at the best possible price. The Sunterra Group consists of farmers, processors and retailers joined together as one. With no middleman to pay between our farms and your fork, we’re determined to pass savings to our valued customers. 

Find more information on our current Value Pork Pack offer here.

CANADIAN SUPPLY CHAIN REPORTING:

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Public Safety Canada requires that certain entities provide a report on forced and child labour in supply chains. Does Sunterra Market have a report?

Yes, Sunterra Market has prepared and submitted a report to the Minister of Public Safety. You can read the full report here.