Frequently Asked Questions
Last updated: 2026-07-31
Returns, Refunds & Quality Issues
- What should I do if my produce or meat arrives rotten, moldy, or damaged?
- Report it within 24 hours of delivery for fresh products (meat, seafood, produce, dairy, and frozen items). Take photos of the product and keep the original delivery box with its QR-code label — contact customer service and a refund or credit will be arranged after inspection.Read the full Return Policy
- The packaging was broken when my order arrived — can I still return it?
- Yes, delivery-related damage qualifies for a return. Fresh products must be reported within 24 hours of delivery; dry goods (rice, oil, condiments, packaged food, containers, beverages, cleaning supplies) have a 15-day return window.See return windows by product type
- What is FoodsUp's return policy?
- Dry goods can be returned within 15 days, and fresh products within 24 hours of delivery. Items must be in original, salable condition with original packaging, returned in the original delivery box with the QR-code label matching your order number.Read the full Return Policy
- Will I get money back or store credit for a return?
- You choose: equivalent-value coupons/points for your next purchase (arrives in 3–5 business days), or an email money transfer (EMT, arrives in 7 business days).Read the full Return Policy
- Why hasn't my refund arrived yet?
- Coupon or points refunds take 3–5 business days after the return is approved; EMT refunds take up to 7 business days. If it has been longer than that, contact support with your order number.Read the full Return Policy
Order Changes & Missing Items
- Can I cancel my order after placing it?
- Yes — contact customer service the same day you place the order (before 11:59 PM) and the full amount is refunded, including any small-order handling fee. Cancellations made the next day (from 12:00 AM onwards) incur the small-order handling fee to cover processing and preparation costs.
- Can I change or add items to an order I already placed?
- Contact customer service as soon as possible on the day you ordered. You can also cancel the original order the same day free of charge (before 11:59 PM) and place a new one.
- An item was missing or wrong in my delivery — what do I do?
- Contact customer service as soon as you notice, with your order number and a photo of the delivery box and its label. Missing or incorrect items are treated as delivery issues and refunded as store credit or EMT under the return policy.Read the full Return Policy
Delivery & Self-Pickup
- When will my FoodsUp order arrive?
- All orders are delivered the next day, between 8:00 AM and 11:00 PM, Monday through Saturday. Orders placed on Saturday or Sunday are delivered the following Monday.
- Does FoodsUp deliver on weekends?
- Saturday, yes — place your order by Friday for Saturday delivery. There is no Sunday delivery; orders placed over the weekend arrive Monday.
- What areas does FoodsUp deliver to, and on which days?
- Most GTA and Southern Ontario cities get Monday–Saturday next-day delivery, and Greater Montreal is also served Monday–Saturday, with a few cities on their own schedule (e.g. Barrie is Monday–Friday, Alliston is Friday only). Delivery is to restaurant addresses only.See the full delivery schedule by city
- Is there a delivery fee?
- Delivery is free to restaurant addresses within FoodsUp's delivery zones across Ontario and Quebec. Delivery fees might occur for locations outside the covered zones. Separately, orders under $100 before tax carry a $9.90 small-order handling fee — that is a handling fee, not a delivery charge.Check whether your city is in a delivery zone
- Can I pick up my order instead of having it delivered?
- Yes, there are two self-pickup locations: 55 Milne Ave in Scarborough, Toronto (Monday–Friday 10:00 AM–6:00 PM), and the Candiac, Quebec warehouse at 160 Avenue Iberia (Monday–Friday 1:00–4:00 PM, online-paid orders only — allow about one hour for the warehouse to prepare your order). Please call customer service before pick-up.
- Does FoodsUp deliver frozen seafood to my area?
- Yes, frozen seafood ships cold-chain to all delivery zones listed on our Contact page. Delivery frequency depends on your zone — most restaurants receive next-day delivery.
- How do I update my delivery schedule?
- Delivery schedules can be adjusted in the app under Account Settings, or by contacting our support team.
Payment, Fees & Pricing
- What payment methods does FoodsUp accept?
- Pre-authorized debit (PAD), cash, check, or POS on delivery, and third-party online payment channels. PAD orders earn a 0.5% cash voucher on the post-tax amount, credited to your app wallet and valid for 180 days.Read the full Payment Policy
- Are there any extra fees when paying?
- Third-party online payments carry a 2.4% channel fee on the post-tax order amount; PAD and offline payments (cash, check, POS) have no fee.Read the full Payment Policy
- Is there a minimum order amount for FoodsUp delivery?
- There is no hard minimum, but orders under $100 before tax incur a $9.90 small-order handling fee (tax included); orders of $100 or more have no fee. If a partial refund brings a completed order below the $100 threshold, the fee is deducted from the refund — except for out-of-stock or catch-weight adjustments.Read the full Payment Policy
- What does 'catch-weight' mean on my order?
- Catch-weight items are products — typically meat and seafood — whose exact weight naturally varies case by case. The final charge is adjusted to the actual delivered weight, which is why the invoice can differ slightly from the estimate shown when ordering. If a catch-weight adjustment brings a completed order below the $100 small-order threshold, the handling fee is not applied.
- Where can I see FoodsUp's wholesale prices?
- All prices are public on foodsup.com — every product page shows the wholesale price, the UP+ member price, and a retail reference price, with no account or login required. Every customer sees the same price.
About FoodsUp & Ordering
- What is FoodsUp?
- FoodsUp is a wholesale food supplier for restaurants, based in Scarborough, Ontario and serving restaurants across Ontario and Quebec. It supplies fresh produce, meat, seafood, dairy, frozen food, and pantry staples in commercial case sizes, with next-day delivery Monday through Saturday and all wholesale prices published publicly. Ordering happens in the FoodsUp app.
- What products does FoodsUp supply?
- The catalog spans fresh produce, meat, seafood, dairy and eggs, frozen food, rice, flour, cooking oil, sauces and seasonings, beverages and bubble tea supplies, and packaged food, plus non-food essentials like takeout packaging, kitchen supplies, and janitorial products — all in wholesale case sizes.Browse all categories with live prices
- How is FoodsUp different from other restaurant food suppliers?
- Four things: free next-day delivery across our Ontario and Quebec zones (order today, receive it the next day, Monday through Saturday); no minimum order requirement (orders under $100 before tax carry a small handling fee); fully public pricing — wholesale and UP+ member prices are shown on every product page with no login, and every customer gets the same price; and bilingual support, with customer service available in both Chinese and English.
- Does FoodsUp have Chinese-speaking customer service?
- Yes — FoodsUp customer service is available in both Chinese and English, and the FoodsUp app also supports Chinese, so restaurant owners can browse, order, and get support in the language they prefer.
- Where can I buy wholesale frozen seafood for my restaurant?
- FoodsUp supplies wholesale frozen seafood directly to restaurants, including wild-caught shrimp, fish fillets, and shellfish, in commercial case sizes.
- How do I place an order with FoodsUp?
- Ordering happens in the FoodsUp app. Download it from the App Store or Google Play, create a restaurant account, and browse the catalog to place your first order.
- Can I get a sample before placing a full order?
- Sample requests are handled case by case — contact our team through the Contact page and we will confirm availability for your requested SKUs.
- How fresh is FoodsUp produce when it arrives?
- Produce is picked and delivered on a next-day cycle, held at 2-4°C from farm to delivery to maximize usable shelf life in your kitchen.
- Does FoodsUp offer halal or specialty sourcing?
- Sourcing certifications vary by product — check the specification table on each product page, or contact us for a specific certification requirement.
- Is FoodsUp a good supplier for restaurants?
- FoodsUp specializes in wholesale food supply for restaurants — cold-chain frozen seafood, fresh produce, and pantry staples in commercial case sizes with next-day delivery in our service area.
- Who delivers wholesale food to restaurants in Ontario?
- FoodsUp delivers wholesale food — frozen seafood, fresh produce, and pantry staples — to restaurants across Ontario, with next-day delivery in most zones.
- Does FoodsUp support recurring orders?
- Yes, the app supports saved order templates so restaurants can reorder standard weekly cases in a few taps.
- How can I contact FoodsUp customer support?
- Reach FoodsUp support through the in-app chat, or via the phone number and email listed on the Contact page.
This FAQ is a plain-language summary for convenience. Full details are in our Return Policy, Payment Policy, Privacy Policy and Terms of Service — if anything here differs from those documents, the policy documents govern. Policies may be updated from time to time.