Frequently Asked Questions

Expand All

FAQ Topics

General: Q Can I collect from you?

A
No you cannot collect from us, Instafoods works with different grocery stores in your area and that’s
where all the inventory is stored and our drivers will go to those location to collect your products on
your behalf and deliver them to your home.

Q Can a discount code be applied after my order has been placed?

A
No, discount codes are to be used at the shopping basket while your order is being placed, and cannot
be applied after an order has been placed. See our promotions page for more information -

Q Can I just check for product and pricing to choose which stores have the best price?

A
Yes you can just come on our site to look for your product and find the store that suit your needs
financially. You will have the option to save your shopping if you are not purchasing online for store
reference.

Q Can I make a purchase on behalf on my family or friend in another city and have the driver drop them?

A
Instafoods allows customers to make purchases for their friends and family in their preferred area and
our drivers in those area will go and pick up your products and deliver them to their loved ones. All you
have to do is let the individual receiving the products know that a delivery will be made to their home.
You are also able to share your shopping list and invoice with that individual as well on our platform.

Q Can I send my shopping list to a friend or family after I make the online payment.

A
Yes you can share or email your shopping list to a friend or family of your products. Once our driver get to their home on the invoice you send them it will contain the invoice number and the person will have to produce an id to confirm who they are upon receiving the grocery. To avoid mistakes, loss of product and misunderstanding please do not share your product invoice receipt with anyone except the person you intend to do the receive the grocery.

Q Can I purchase products through Instafoods?

A
Yes all products are purchased through Instafoods. They are many way we sell products, you can choose our shop by category to make your shopping easy we have shop by product, shopping list,and by store. Once you are done choosing what you want and have gone through the process and choose the store that has the best price for you, we will give you the details of acceptable payment methods and you can go ahead and choose to check out and finish your payment on our platform.

Q Can I update my listing?

A
Yes you can update your listing anytime, you have free access to do that. Just make sure when you are doing that it does not cause confusion when your customers see a price on our platform and when they get to the store the price have changed. Our recommendation is that you set your price changes at night when they is low traffic, and less confusion.

Q Conflict and Resolution Center

A
Conflict and Resolution Center is used when a customer and the vendor have gotten into a disagreement and cannot resolve the issue between themselves and the customer files a complaint about a vendor and wants us to follow through with their investigation. Our Conflict and resolution team will contact the customer and the vendor and try to resolve the issue, if the issue become more complex and needs legal advice our conflict and resolution team will advice both parties to involve their legal team in the matter. Was this article helpful? Have more questions? Submit a request Comments:

Q Do you have a physical ("brick & mortar") store?

A
No, we do not have physical stores, and we don't maintain any physical inventory. However, Instafoods
does provide an online storefront for vendors who sell their products through our website.

Was this article helpful?

Have more questions? Submit a request

Comments

Q Do you ship internationally?

A
Instafoods does not currently provide deliveries outside of Canada.

Q How can I contact Customer Support?

A
You can contact Customer Support anytime by clicking on the "Submit a Request" link at the top of this
page. We strive to respond to all inquiries within 24-48 hours.. At this time, we do not provide support
by telephone, but plan to in the near future. Was this article helpful?

Q How can i create more wishlist folders?

A
INSTAFOODS FAQ When creating you wishlist it will give you the opportunity to select which folder you want to place your product image and if you want to place it on the folders you created already just select the folder and the product image will be placed there, if you want to create a new folder just click on new folder and you will have access to name the folder and place the product image in that folder.

Q How can I email my shopping list to my friends/ Family?

A
You can email your shopping list to friends or family, all you have to do and click the email button and the list will be send to the person of choice. they will receive the email with all the content you have like the store information, shopping list, and the amount. if the friend or family does not have the account with Instafoods they can only access what you send them, they won’t have access to more products or view the site. if they want more access they will have to sign in first and they will have access to make changes or suggestion on your shopping list.

Q How can I move a product to a different folder?

A When you click the product image you will have access to choose which folder you want to place your product image.

Q Can I have a product image appear in 2 folders?

A
You have access to move and change locations for your product. if you want it in 2 folders just select both folders and your product will appear in both folders. If you don’t want it to appear in both folder and only want it to appear in one folder just delete the other image in the other folder.

Q How can I share my activity on Instafoods platform on my other social media sites?

A You can share your activity on social media site by clicking the share button, it will give you a couple of social media site available and you can select on and redirect your activity to that site.

Q How do I access my account?

A
To sign into your account on your mobile device, use the same username and password you set up when you first created the account. Was this article helpful? Have more questions? Submit a request Comments

Q How do I add the Instafoods tab to my Facebook page?

A
Click the share tab and link it to your Facebook.

Q How do I cancel my order?

A
Once your order have been placed and have been assigned to a driver, you cannot cancel the order. If you want to make changes please contact out customer service for further help.

Q How do I delete my wishlist?

A
Select the folder you want to delete and the delete or rename button will appear and select the delete button

Q How do I delete products from my wishlist?

A
You will have access as the profile owner to edit the comments on your wishlist. just click on the comment and select edit button, and start editing the comments. You can only edit comments you made. You cannot edit comments others made, if you don’t like them the only choice will be to delete those comments

Q How do I edit comments on products in my wishlist?

A
You will have access as the profile owner to edit the comments on your wishlist. just click on the comment and select edit button, and start editing the comments. You can only edit comments you made. You cannot edit comments others made, if you don’t like them the only choice will be to delete those comments

Q How do I find my messages?

A
When customers make orders or send you inquires you get a notification in your message center inbox, set on your Profile page. A link will also be send to an email you have associated with the profile.

Q How do I get reviews on Instafoods?

A On your Profile page we have put a link for you to get your store reviews. The link is located at the bottom of your profile page.

Q How do I make my products more discoverable?

A
Our daily deals section is the best place to advertise your products for them to be more visible. Also contact us to find out how we can have your products appear on our homepage.

Q How do I make my Wishlist and ideal gift registry private?

A Your wishlist and ideal gift registry is normally set on private to you only. You are free to share and invite friends and family to your gift registry by sharing the registry link.

Q How do I print, email or share my wishlist?

A You can print, email or share your wishlist by selecting the those icon on the top corner drop down arrow next to the wishlist.

Q How do I request specific dimension of a product.

A
Instafoods provides a storefront for vendors who sell their products through our website. As such, specific dimensions for the products on Instafoods, other than what is listed on the product detail page. These details are uploaded and maintained by the company that sells them through our storefront. For specific questions about a product contact the vendor directly through the contact information provided on their Instafoods profile page and the seller can give you an accurate answer.

Q How do I see and answer customer questions?

A Vendors have the access to a chat window where customers can chat with you and you can respond.

Q How do I sell my products on Instafoods?

A
You will have to register or an account with Instafoods, once you are done you will be able to log in, and create your profile, upload your products, description e.t.c. When you are done you will then be redirected the the fees and packages table for you to choose one that fits your business best. After everything have been done and the transaction goes through your Profile will be uploaded and live within 3-5 business days to Launch. The process is easy and fast, to complete and you are ready to start selling on our website. Also take advantage of our Instafoods daily deals section to promote your products and get in touch with your customers. Was this article helpful? Have more questions? Submit a request

Q How do I stop my activity from posting to Facebook?

A
All activities you do on Instafoods profile stay on your profile. the only way your activity will appear on other social media sites like facebook is if you share it yourself.

Q How do I turn device notifications on or off?

A
You have to go to the settings on your device and change the notification settings.

Q How do I update my credit card?

A
You can go to your profile and check under my payment details and select the Credit card details currently on your profile and select change and put in the new credit card details. Was this article helpful? Have more questions? Submit a request

Q How do I update my email address?

A To update your email address, sign in to your account. Click Your Houzz, then click Edit Profile. You can update your contact information from there. Was this article helpful? Have more questions? Submit a request

Q How do I update or reset my password?

A
To update your password, sign in to your Instafoods account and go to Your Instafoods. Click Edit Profile, then click the Change Password button. If you have forgotten your Instafoods password and cannot sign in, click here and enter the email address that is registered to your Instafoods account. Instructions to reset your password will be sent to that email address. Was this article helpful? Have more questions? Submit a request

Q I am unable to sign in. What should I do?

A
If you are having trouble signing in, there are a few things to check. • Double check that you are using the correct email or username and password combination. • If you have forgotten your username or password, you can reset it here. • If you are still having trouble email us and we can see if there is another issue with your account. Was this article helpful? Have more questions? Submit a request Comments:

Q I made a mistake when I placed my order - how do I contact the Seller?

A When you realize you made a mistake when you placed an order please contact our Customer support as soon as possible before the driver is done doing your shopping to see if you can make changes. Once the driver have finished shopping and is already on his way to deliver the product or the products have been delivered you cannot make any changes.

Q Are there returns with groceries

A
No there are no returns with groceries unfortunately.

Q I'm not receiving the Instafoods newsletter. What should I do?

A
When you are creating your profile you will be asked if you want to sign up to receive our newsletter and if you said yes you are added to our list of individuals who gets our newsletter. if you selected no you won’t receive our newsletter. If you selected no and want to change that to yes, just go to your profile page and change the selection from no to yes and you will be added to our newsletter list.

Q What happens when an order fails to charge?

A
Instafoods will hold payment from your card and it have to clear before your order is assigned to a driver. If an order fails it’s because you have insufficient funds and you will not be able to place your order.

Q What is the Instafoods Message Centre?

A
Instafoods Message Centre is your inbox to view mostly orders that have been made on your products and process them. You use this Message Center when customers come to pick up their products in your store and use it to verify the invoice numbers. you use it also to check for any online orders that have been made, see the product and details and shipping arrangement chosen. You can also use your message Centre to contact your customer if you have any questions in regards to their order.

Q What may sellers include in messages to Instafoods customers?

A You can let your customers know about the product promotions you are offering and more on your Instafoods social shopping profile and newsfeeds.

Q Who is responsible for shipping?

A
On the Instafoods, all products sold on our platform are delivered by Instafoods drivers. You cannot place an order on Instafoods and go and pick it up at the store. Point of contact between vendor/ store and customer is our drivers.

Q Will l get an invoice receipt from the driver after l get my groceries delivered.

A
No your invoice is sent to you by email and the drivers cannot produce a receipt to you. All transactions are done online.

Q How does Instafoods make its revenue?

A
Instafoods makes money through a small mark up made on products of 10% of the original price set by the store. Customers who wants to be on Instafoods also have to purchase a membership for year for them to be able to shop using Instafoods. Vendors also pay a membership fee for them to appear on our platform. We also charge vendors for Ad space on our site and Daily deals.

Q How do drivers gets paid?

A Customers pay for services rendered on each order. The delivery fee differs based on area and distance to store. The delivery fee is given to the driver and also drivers receive all the tip given to them by the customer as well. So our drivers are paid based on transit fee and Tips.

Q Who sets price on Instafoods?

A
Instafoods sets the price to match closely what the vendor is selling.

Q Why does my credit card statement show a "recurring" charge from Instafoods?

A
The reason for the "recurring" tag is because of the way our payments are handled by our payments gateway, Braintree Payment Solutions (https://www.braintreepayments.com/). Their explanation for the "recurring" tag is: For all transactions, Braintree (and all other gateways) must pass along an E-commerce Indicator (ECI) value to let card-issuing banks know the type of transaction. Some examples of ECI values are: "e- commerce," "recurring," etc. Essentially, the banks want to know as much as they can about each transaction and the "recurring" value is the best way to indicate to them that the transaction is being created from a card on file. The more information the banks have, the more likely they are to approve your transaction. We've done the research and you will have significantly higher approval rates than you would if we did not pass the "recurring" ECI value for Vaulted cards. Was this article helpful? Have more questions? Submit a request Comments

Q Are there returns with groceries

A No there are no returns with groceries unfortunately.

Q With Covid 19 pandemic going on how can we know that our products and us as customers are safe?

A All our drivers are expected to wear masks and gloves at all times and use hand sanitizers often. Our Drivers, Customers and Vendors safety is our most priority.

more
Vendor Q&A: Q Can I update my listing?

A
Yes you can update your listing anytime, you have free access to do that. Just make sure when you are doing that it does not cause confusion when your customers see a price on our platform and when they get to the store the price have changed. Our recommendation is that you set your price changes at night when they is low traffic, and less confusion.

Q Conflict and Resolution Center

A
Conflict and Resolution Center is used when a customer and the vendor have gotten into a disagreement and cannot resolve the issue between themselves and the customer files a complaint about a vendor and wants us to follow through with their investigation. Our Conflict and resolution team will contact the customer and the vendor and try to resolve the issue, if the issue become more complex and needs legal advice our conflict and resolution team will advice both parties to involve their legal team in the matter. Was this article helpful? Have more questions? Submit a request Comments:

Q Do you have a physical ("brick & mortar") store?

A
No, we do not have physical stores, and we don't maintain any physical inventory. However, Instafoods
does provide an online storefront for vendors who sell their products through our website.

Was this article helpful?

Have more questions? Submit a request

Comments

Q Do you ship internationally?

A
Instafoods does not currently provide deliveries outside of Canada.

Q How can I contact Customer Support?

A
You can contact Customer Support anytime by clicking on the "Submit a Request" link at the top of this
page. We strive to respond to all inquiries within 24-48 hours.. At this time, we do not provide support
by telephone, but plan to in the near future. Was this article helpful?

Q How can i create more wishlist folders?

A
INSTAFOODS FAQ When creating you wishlist it will give you the opportunity to select which folder you want to place your product image and if you want to place it on the folders you created already just select the folder and the product image will be placed there, if you want to create a new folder just click on new folder and you will have access to name the folder and place the product image in that folder.

Q How can I email my shopping list to my friends/ Family?

A
You can email your shopping list to friends or family, all you have to do and click the email button and the list will be send to the person of choice. they will receive the email with all the content you have like the store information, shopping list, and the amount. if the friend or family does not have the account with Instafoods they can only access what you send them, they won’t have access to more products or view the site. if they want more access they will have to sign in first and they will have access to make changes or suggestion on your shopping list.

Q How do I upload Product image?

A
For customers once you have seen the product picture you are interested in click the upload button at the bottom of the page and and select where you want to place the image. mostly is you are selecting photos for your social shopping, they will be stored in the my photos folder, from there you can decide to place them in appropriate folders like my wishlist, ideal gift registry of use it when doing online social shopping with friends and family.

Q Why does my credit card statement show a "recurring" charge from Instafoods?

A
The reason for the "recurring" tag is because of the way our payments are handled by our payments gateway, Braintree Payment Solutions (https://www.braintreepayments.com/). Their explanation for the "recurring" tag is: For all transactions, Braintree (and all other gateways) must pass along an E-commerce Indicator (ECI) value to let card-issuing banks know the type of transaction. Some examples of ECI values are: "e- commerce," "recurring," etc. Essentially, the banks want to know as much as they can about each transaction and the "recurring" value is the best way to indicate to them that the transaction is being created from a card on file. The more information the banks have, the more likely they are to approve your transaction. We've done the research and you will have significantly higher approval rates than you would if we did not pass the "recurring" ECI value for Vaulted cards. Was this article helpful? Have more questions? Submit a request Comments

more

Q	Can I collect from you?
A	No you cannot collect from us, Instafoods works with different grocery stores in your area and that’s where all the inventory is stored and our drivers will go to those location to collect your products on your behalf and deliver them to your home.

Q	Can a discount code be applied after my order has been placed?
A	No, discount codes are to be used at the shopping basket while your order is being placed, and cannot be applied after an order has been placed. See our promotions page for more information -

Q	Can I just check for product and pricing to choose which stores have the best price?
A	Yes you can just come on our site to look for your product and find the store that suit your needs financially. You will have the option to save your shopping if you are not purchasing online for store reference.

Q	Can I update my listing?
A	Yes you can update your listing anytime, you have free access to do that. Just make sure when you are doing that it does not cause confusion when your customers see a price on our platform and when they get to the store the price have changed. Our recommendation is that you set your price changes at night when they is low traffic, and less confusion.

Q	Do you have a physical ("brick & mortar") store?
A	No, we do not have physical stores, and we don't maintain any physical inventory. However, Instafoods does provide an online storefront for vendors who sell their products through our website. Was this article helpful? Have more questions? Submit a request Comments

Q	Do you ship internationally?
A	Instafoods does not currently provide deliveries outside of Canada.

Q	How can I contact Customer Support?
A	You can contact Customer Support anytime by clicking on the "Submit a Request" link at the top of this page. We strive to respond to all inquiries within 24-48 hours.. At this time, we do not provide support by telephone, but plan to in the near future. Was this article helpful?

Q	How can I move a product to a different folder?
A	When you click the product image you will have access to choose which folder you want to place your product image.

Q	Can I have a product image appear in 2 folders?
A	You have access to move and change locations for your product. if you want it in 2 folders just select both folders and your product will appear in both folders. If you don’t want it to appear in both folder and only want it to appear in one folder just delete the other image in the other folder.

Q	How can I share my activity on Instafoods platform on my other social media sites?
A	You can share your activity on social media site by clicking the share button, it will give you a couple of social media site available and you can select on and redirect your activity to that site.

Q	How do I make my Wishlist and ideal gift registry private?
A	Your wishlist and ideal gift registry is normally set on private to you only. You are free to share and invite friends and family to your gift registry by sharing the registry link.

Q	How do I print, email or share my wishlist?
A	You can print, email or share your wishlist by selecting the those icon on the top corner drop down arrow next to the wishlist.

Q	How do I turn device notifications on or off?
A	You have to go to the settings on your device and change the notification settings.

Q	Are there returns with groceries
A	No there are no returns with groceries unfortunately.

Q	How do I access my account?
A	To sign into your account on your mobile device, use the same username and password you set up when you first created the account. Was this article helpful? Have more questions? Submit a request Comments

Q	How do I add the Instafoods tab to my Facebook page?
A	Click the share tab and link it to your Facebook.

Q	How do I cancel my order?
A	Once your order have been placed and have been assigned to a driver, you cannot cancel the order. If you want to make changes please contact out customer service for further help.

Q	How do I delete my wishlist?
A	Select the folder you want to delete and the delete or rename button will appear and select the delete button

Q	How do I delete products from my wishlist?
A	You will have access as the profile owner to edit the comments on your wishlist. just click on the comment and select edit button, and start editing the comments. You can only edit comments you made. You cannot edit comments others made, if you don’t like them the only choice will be to delete those comments

Q	How do I edit comments on products in my wishlist?
A	You will have access as the profile owner to edit the comments on your wishlist. just click on the comment and select edit button, and start editing the comments. You can only edit comments you made. You cannot edit comments others made, if you don’t like them the only choice will be to delete those comments

Q	How do I find my messages?
A	When customers make orders or send you inquires you get a notification in your message center inbox, set on your Profile page. A link will also be send to an email you have associated with the profile.

Q	How do I get reviews on Instafoods?
A	On your Profile page we have put a link for you to get your store reviews. The link is located at the bottom of your profile page.

Q	How do I make my products more discoverable?
A	Our daily deals section is the best place to advertise your products for them to be more visible. Also contact us to find out how we can have your products appear on our homepage.

Q	How do I see and answer customer questions?
A	Vendors have the access to a chat window where customers can chat with you and you can respond.

Frequently Asked Questions

FAQ Topics

General

Vendor Q&A

Q	How do I stop my activity from posting to Facebook?
A	All activities you do on Instafoods profile stay on your profile. the only way your activity will appear on other social media sites like facebook is if you share it yourself.

Q	How do I update my credit card?
A	You can go to your profile and check under my payment details and select the Credit card details currently on your profile and select change and put in the new credit card details. Was this article helpful? Have more questions? Submit a request

Q	How do I update my email address?
A	To update your email address, sign in to your account. Click Your Houzz, then click Edit Profile. You can update your contact information from there. Was this article helpful? Have more questions? Submit a request

Q	I made a mistake when I placed my order - how do I contact the Seller?
A	When you realize you made a mistake when you placed an order please contact our Customer support as soon as possible before the driver is done doing your shopping to see if you can make changes. Once the driver have finished shopping and is already on his way to deliver the product or the products have been delivered you cannot make any changes.

Q	What happens when an order fails to charge?
A	Instafoods will hold payment from your card and it have to clear before your order is assigned to a driver. If an order fails it’s because you have insufficient funds and you will not be able to place your order.

Q	What may sellers include in messages to Instafoods customers?
A	You can let your customers know about the product promotions you are offering and more on your Instafoods social shopping profile and newsfeeds.

Q	Who is responsible for shipping?
A	On the Instafoods, all products sold on our platform are delivered by Instafoods drivers. You cannot place an order on Instafoods and go and pick it up at the store. Point of contact between vendor/ store and customer is our drivers.

Q	Will l get an invoice receipt from the driver after l get my groceries delivered.
A	No your invoice is sent to you by email and the drivers cannot produce a receipt to you. All transactions are done online.

Q	How does Instafoods make its revenue?
A	Instafoods makes money through a small mark up made on products of 10% of the original price set by the store. Customers who wants to be on Instafoods also have to purchase a membership for year for them to be able to shop using Instafoods. Vendors also pay a membership fee for them to appear on our platform. We also charge vendors for Ad space on our site and Daily deals.

Q	How do drivers gets paid?
A	Customers pay for services rendered on each order. The delivery fee differs based on area and distance to store. The delivery fee is given to the driver and also drivers receive all the tip given to them by the customer as well. So our drivers are paid based on transit fee and Tips.