Frequently Asked Questions
by Shopify API
Frequently Asked Questions
- Why is the tracker not working?
- At this time we do not have a way to track our orders and are working to get that removed from our email notifications. - When will my order arrive? / My order says it has been shipped, why isn't it here?
- The best way to find out when your order will arrive is to check out our delivery schedule here.
At this time we are not able to provide exact times that your order will arrive, but our drivers will call before there arrival to give you a heads up! - Is there a delivery fee?
- Yes, there is for orders under $100 there is a $20 Delivery Fee - Where do you deliver to?
- We deliver to many locations in BC! Please look at our delivery area map to see if we come to your area! - Will I get a call when my order is being delivered?
- Yes! Our drivers will call before they arrive with your order - What happens to my order if I'm not home?
- Unless you have made a note on your order, we will not deliver it. You can leave instructions for our driver to leave your order in a location, if you know you will not be home but keep in mind any perishable items you may have ordered! - Can you deliver to a work address?
- Yes we can!
- Can I pick up my order?
- Yes! You can pick up your order at our warehouse. Please see our Delivery Schedule Page for more information - Can I just come to the warehouse without an order?
- No, all orders must be placed through our website.
- How can I make substitutions?
- Any subs need to be submitted by the cut off date for your area. Simply send an email to sales@valleydirectfoods.com or send a message through our contact us form!
- I placed an order, but need to add some more items. What do I do?
- You can reach out to our support team and we can edit your order for you. Or, you can submit a second order. - I already have an order coming, but have added a new order. Do I need to pay shipping?
- If you have 2 orders coming at the same time, you can reach out to our support team for a code to remove the shipping fee, or send us what items you would like to add and we can edit your order as long as it is before the cut off date
- How do I redeem and manage my reward points?
-At the bottom right hand corner of the screen is a box that says "Rewards". Simply click on that box and log in!
- How do I redeem my discounts?
- At Checkout there will be a box asking for your discount code
- Why can't I enter my discount code?
- If you are not able to enter your discount code, there may be another discount code already applied The discounts can not be stacked. If there is no discount code on your order, please reach out to our customer service team so we may assist.
- When do weekly sales start and end?
- Sales begin on the Thursday of the week (normally by 5pm), and continue until Thursday at 8am the following week. (These times do not apply to special sales such as our Truck Load Sale)
- What is my log in for the app?
- Your log in info is the same as the website. - I'm having issues with the app, who do I talk to?
- Please send us an email with a detailed description of the issue, any screenshots you can provide, and the type of phone/device you are using so we can pass this along to the developer.
- I didn't receive my order confirmation/I am not receiving emails from Valley Direct
- Make sure our emails are not going into your spam folder and add us to your whitelist to ensure all notifications can reach you! - Are your products local?
- We do our best to support local suppliers and producers, but we are not always able to find a local source for all of our items (for example: There are no Mangoes or Kiwis in Canada, though that would be neat!) - Do you have a retail location?
- We do not.