Frequently asked questions

Online Orders

I don't have a debit or credit card. Can I place an order with cash?


Unfortunately, we are not accepting cash payments at this time due to COVID-19 safety concerns. However, we encourage you to contact the site supervisor at your location to inquire about accomodating your needs.




Can I place my order over the phone?


If you require assistance with placing your order, we offer a Phone Order service. Available Thursday 9PM to 4PM. (613) 745-0073 ext. 122




When can I place an order?


Our online store is open from Wednesday 9AM to Monday 9AM. If you require assistance with placing your order, we offer a Phone Order service. Available Thursday 9AM to 4PM. (613) 745-0073 ext. 122 We are now offering Free Home Delivery on orders over $20. A small fee of $3 is applied on orders less than $20.

Our pick-up locations are still available for Free Order Pick-Up. Please vist our Locations page for a list of available pick-up locations.




I haven't received my order confirmation email!


Our system automatically sends customers a confirmation email upon purchase. Please check your junk or spam folder for an email from Good Food on the Move. If you cannot find any email from this address, we apologize for the difficulties. Please c ontact us for help placing your order.




Why did I receive an email that my scheduled pick-up time got cancelled?


Customers must schedule a pick-up time AND purchase items from our online store at the same time with the same name and email address. If you received an email notification that your scheduled pick-up time was cancelled, our staff could not match your pick-up time with an order from our online store under the same name and email address. Please contact us by filling out this form WITH YOUR ORDER # if you placed an online order but your pick-up time got cancelled.




Why did I receive an email that my online order was refunded before I was able to pick it up?


Customers must schedule a pick-up time AND purchase items from our online store at the same time with the same name and email address. If you received an email notification that your order was refunded back onto your card, our staff could not match your grocery order with a scheduled pick-up time under the same name and email address. Please contact us by filling out this form if you have further questions.




How do I change or cancel my online order?


Customers who wish to cancel part of OR their entire order will be charged $0.50.

Customers who wish to add to their order after they have already paid, please follow the below instructions:
  • Do not schedule a second pick-up time. Go straight to our online store.
  • Before paying, please include the note ADD TO PREVIOUS ORDER at the bottom of My Cart page in the " Add note" section.




I've already paid for an order but I'd like to add more items!


That's great! If you've already scheduled a pick-up time, please skip this step and go straight to our online store. Before paying, please include the note ADD TO PREVIOUS ORDER at the bottom of My Cart page in the " Add note" section.





Pick-Up Markets

How do the pick-up markets work? What sort of safety precautions are there?


You will need to arrive at your chosen location at your scheduled time. Face masks, either medical or personal, are required. The pick-up area will be setup to promote physical distancing. Please wait in line, ensuring sufficiant distance from other customers. When it's your turn, the market staff will pack your order in biodegradable plastic bags. All market staff will be wearing masks and gloves at all times. Before leaving, please look over your order to make sure all items are there and look fresh. Refunds cannot be issued after leaving the market. There will be NO item for sale at the pick-up locations. Customers MUST pre-order through our online store and MUST schedule a pickup. Please visit our website for more detail on Pick-up Procedures and Safety Guidelines.




Am I able to purchase produce at the pick-up markets without pre-ordering?


No, there will not be any items for sale at the pick-up locations. Customers must pre-order through our online store and must schedule a pick-up time.




Do you offer home deliveries?


We are now offering Free Home Delivery on orders over $20. A small delivery charge of $3 is applied on orders less than $20. Home Deliveries take place Wednesday, Thursday, or Friday, between 1PM - 5PM, during the following week after you place your order.

Our pick-up locations are still available for Free order pick-up. Please vist our Locations page for a list of available pick-up locations.





Donations

How can I donate to Good Food on the Move?


We are accepting monetary donations which will go directly to supporting households who are struggling with food insecurity. If you'd like to donate $20 or more and receive a charitable tax receipt, please donate our Canada Helps page and donate to "Market Mobile - Share Some Good". Thank you for your generosity!





General Information

Who can shop at Good Food on the Move?


Everyone is welcome to shop! Good Food on the Move is a community collaboration program with the MarketMobile, the Ottawa Good Food Box, and Rideau-Rockcliffe Community Resource Centre. Weekly pick-up markets will operate at designated sites throughtout the City of Ottawa, so you can find one near you.




Which areas of Ottawa is Good Food on the Move operating?


We operate weekly pick-up markets at designated sites throughout the City of Ottawa, so you can find a pick-up site near you. Orders can be placed at any time on our website. You MUST pre-order through our online store and MUST schedule a time for your pick-up.




Do you offer home deliveries?


We are now offering Free Home Delivery on orders over $20. A small delivery charge of $3 is applied on orders less than $20.

Out pick-up locations are still available for Free order pick-up. Please vist our Locations page for a list of available pick-up locations.




How does the home delivery system work?


In response to the provincewide COVID-19 public health measures and restrictions, we are now offering Free Home Delivery on orders over $20. A small fee of $3 is applied on orders less than $20. Home Deliveries take place Wednesday, Thursday, or Friday, between 1PM - 5PM, during the following week after you place your order.
Our pick-up locations are still available for Free Order Pick-Up. Please see below for a list of available pick-up locations, you can Schedule Pick-Up here. If you require assistance with placing your order, we offer a Phone Order service. Available Thursday 9AM to 4PM. (613) 745-0073 ext. 122




Delivery notification sent to customers


Here is an example of the delivery notification that is to be sent to people who make an order for home delivery. Hi Name, We wanted to let you know that you will be receiving your Home Delivery of your order #00000 on Wednesday or Thursday or Friday, January 00, between 1PM and 5PM to Address. Closer to your delivery time, our volunteer delivery drivers will give you a call at Phone Number to let you know they are on their way. Please ensure you are home between this time to receive your delivery. If you live at an apartment complex, you must receive your delivery at the main entrance. Our volunteer drivers cannot enter residences. If you are unable to meet at the main entrance, please have a friend collect your order. If you are unavailable to receive your delivery, your order will be returned. As the food items are perishable, they cannot be left outside.





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ONLINE STORE HOURS

Wednesday 9AM - Monday 9AM

CUSTOMER SERVICE HOURS

Monday to Friday: 9AM - 4PM

Saturday / Sunday: CLOSED

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