Frequently Asked Questions

Preordering is free at all our Longo’s store locations! We know how valuable your time is and we want to help you save more of it by offering you convenient and cost-friendly ways to get your favourite products.

The availability of preorder offerings varries by store location. To determine if preordering is available at a Longo’s location:

1. Sign-in to Longos.com.
2. Select Preorder for In-store Pickup.
3. The dropdown menu will appear, then select the preorder offering you’re interested in i.e., Catering, Floral, etc.  
4. Once on the preorder landing page, add a product to your cart.
5. Select your cart (the shopping bag icon located at the top right of the page).
6. Below the Subtotal, scroll through the list of locations the preorder offering is available at.

To place a preorder:

1. Sign-in to Longos.com.
2. Select Preorder for In-store Pickup.
3. The dropdown menu will appear, then select the preorder offering you’re interested in i.e., Catering, Floral, etc. 
4. Once on the preorder landing page, add the products you’d like to purchase to your cart.
5. Select your cart (the shopping bag icon located at the top right of the page).
6. Select your pickup location and time.
7. Select Checkout.

An order confirmation email will be automatically sent to you. If you do not receive confirmation within one hour, please contact us to verify the status of your order.

Collecting your order is quick and easy. Upon arrival, visit our Guest Services Counter, where one of our Team Members will be happy to assist you.

You can preorder our most popular specialty products, like Festive Meal Kits, Lobsterfest, floral, catering and more.

Currently, preorders cannot be modified after they are placed. If you need to make a change to your order, you’ll need to cancel your existing order and place a new one. Since refunds are processed instantly, you can immediately place a new order including your changes.  

To cancel an order, navigate to My Account then My Orders and select “Cancel” next to the order you wish to cancel. Please keep in mind that the cut-off time to cancel and order is 48 hours before your scheduled pickup window. 

The cut-off time to cancel a preorder is 48 hours before the scheduled pickup window. The time will be indicated on your order confirmation. To cancel an order, navigate to My Account then My Orders and select “Cancel” beside the order you wish to cancel.

We hate when this happens, but from time-to-time we may be temporarily out of stock of a product or ingredient needed to prepare your order. We will happily substitute a missing item with similar product. Your substitution will always be a product of the same or better quality. If a substitution is required when preparing your order, one of our Team Members will contact you to confirm your approval before making any changes to your order.

Occasionally, products or ingredients that were in stock when you placed your order will be out of stock when your order is being prepared for pickup. If a product or ingredient is out of stock, we will try to provide a suitable substitute, but only if you authorize it. Your substitution will always be a product of the same or better quality. If a substitution is required when preparing your order, one of our Team Members will contact you to confirm your approval before making any changes to your order.

Substitute items are selected to be as close to your original product choice as possible. For example, if you preorder a cheese tray, and marble cheddar is out of stock when we’re preparing your order, we may provide you with old cheddar instead. However, we will not substitute in a completely different product such as grapes or figs, instead. Any substitutions made will not affect the price of your preordered product.

If you are not completely satisfied with an item, simply return the item with your receipt to our Guest Services Counter at your pickup location and we will gladly offer a refund or exchange within 14 days of purchase.