FAQ

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?

If an item is not available when your order is being prepared, your personal shopper will call and suggest a substitution. If you agree to the substitution, you will be charged the price of the substituted product. If you do not agree to the substitution or if no substitute is available, you will not be charged.


How much does grocery delivery cost?

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


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

Please phone us for assistance.

Grocery
Calgary (403) 287-0553
Edmonton (780) 434-2610

Catering
Calgary (403) 263-9759
Edmonton (780) 426-3807


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.



CATERING ORDERS:


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 or Edmonton in the header).


When do you deliver?

We deliver catering orders between 6 am and 9 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 or780-426-3807 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 please call 403-828-9756 (catering cell phone) or 403-261-6772 (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, 7 am to  6pm (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. 

Edmonton
Lendrum Shopping Centre – Pick up at the deli cheese counter.                                               
Commerce Place – Pick up at the kitchen.                                                
           
Calgary                    
West Market Square – Pick up at the grab n’ go counter in the kitchen.
Britannia Plaza Shopping Centre – Pick up at the kitchen at the back of the store.                                                     
Keynote – Pick up at the coffee bar.                                            
Kensington Road – Pick up at the kitchen.                                                                                              
Bankers Hall – Pick up at the bakery.
TC Energy – Pick up bakery catering orders at the bakery. All other catering orders can be picked up at the juice bar.  


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.


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 prepared meals for Thanksgiving, Christmas, Valentine’s Day, Easter and Mother’s Day that are available online during applicable holidays. Other special offerings include our weekly Friday Night Feast Meals that are available to order online here.


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MARKETbar by Sunterra

Located on the third floor of Sunterra Market Keynote, MARKETbar offers fresh, casual food in a beautiful modern setting with great views of the city.

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