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MPriority

Online Grocery FAQ - View the page page
Metro Priority FAQ
Metro Priority

Getting Started

The Metro Priority service is available to all customers, but there will be priority processing of orders for those most at risk:

  • Aged 70 and over
  • Reduced mobility
  • Shoppers with COVID-19 and/or self-isolating

The Metro Priority service simplifies your grocery shopping in just a few easy steps:

  1. Place your order at metro.ca*.
  2. Add products to your cart just as you would in store.
  3. We’ll send you an order confirmation email after you check out.
  4. We’ll call you within 48 hours (excluding holidays) to schedule a pickup time and give you all the information about your order. This is the best time to ask any questions you many have.
  5. Our team will prepare your order.

IMPORTANT: If you have tested positive for COVID-19, are in self-isolation/mandatory quarantine or are showing any symptoms, we ask that you arrange for a friend or relative to pick up your order. Please inform us of your situation when we call to confirm pickup time.

*Minimum purchase required. Service available in select areas.

The Metro Priority service is available in select areas/stores for now. Click here and enter your postal code to check if you're eligible. Not available yet? We're working to broaden our service areas and add new stores to reach more customers. Please check back soon.

Sameday service is not available for the Metro Priority service.

You can browse products and add items to your cart without an account, but you'll need to create an account before you can check out.

Your order will be prepared by our team who will select the freshest items using the same care you'd use if you were doing it yourself!

There are no additional fees for pickup orders.

Ordering

Finding the items you love is easy! Try one of these ways:

  • Shop by the current week's Flyer Deals.
  • Shop by Aisles, just like you would if you were in-store.
  • If you know what you're looking for, enter it in the search bar near the top of the page.

Click on the shopping cart icon and then increase or decrease the quantity using the "+" or "-" buttons. Then click "Add" to add the item(s) to your cart. You can adjust quantities or remove items any time before confirming your order. Purchase limits per product and person apply to serve a maximum number of customers.

To place an order, it needs to be $35 or more before taxes.

You can place an order at any time. To make sure you get this week's flyer deals, schedule your pickup no later than Monday of this week.

Promo codes cannot be used on Metro Priority orders.

Metro Priority orders cannot be changed once you’ve checked out.

Please call your store if you need to cancel your order.

There are no fees to cancel your order. If your order has already been assembled and your credit card has been charged, a refund will be issued.

It's rare that a product is unavailable, but it sometimes happens and when it does, we'll do our best to choose a similar product as a substitution. When a substitution is made, you'll be charged the price of the replacement item. If you're not entirely satisfied with the substitution we make, we'll refund you.

Allergies? Be sure to check the ingredients of substituted products.

Due to the current situation, purchase limits per product and person may apply.

Pick-Up

If you're unhappy with any of the items you receive, return them to your Metro store within 14 days. See Metro's return policy for more details.

A store employee will call you within 48 hours (excluding holidays) to schedule a pickup time within the next two days and provide your final order details and pickup information.

Sticking to your chosen time slot helps our team prepare orders on time for all our customers. I'm running late/can't pick up my order at the agreed upon time. What should I do?
If you need to reschedule your pickup, change your selected service or cancel your order, please call your store.

Orders are packed in recyclable plastic bags. For now, it's not possible for us to use your reusable bags.

Your order will be packed in recyclable plastic bags. You can reuse these bags or recycle them with your usual household recycling program (as permitted by your municipality).

Pricing

Items priced by weight (e.g. apples) appear in your Cart at an estimated unit price based on their average weight. Once your order has been prepared, your items are weighed and their actual weight and price will be shown on the printed receipt included with your order. Payment will be processed on the day your order is prepared, so the price you pay will be the price that's in effect on that day.

Your order total may vary based on savings, promotions and prices in effect at the time of order pickup or delivery, product availability and actual weight, selected store and service. Air Miles and certain savings and taxes will be calculated at checkout. To make sure you get the current week's flyer deals, schedule your pickup no later than Monday of the flyer period.

You'll generally enjoy the same promos and offers currently available in your store, but there can be slight variations between stores.

Prices shown on Metro's Online Grocery will be the same as the current prices in your selected pickup location.

Payment

We accept credit cards (Visa, Mastercard, American Express) and Visa Debit. You can have more than one credit card in your saved payment methods, but you can only use one to pay for each online order.

Here are a couple of ways to modify your payment information:

  1. Under "My Account Settings", click “Saved Payment Methods” to see or update your payment info.
  2. During step 2 of the checkout process, you’ll be asked to enter your payment info; you can add/update your payment details at that time.

Your credit card will be charged on the day of your online grocery pickup.
Once your order has been prepared, the total amount will be finalized based on discounts, promotions and prices in effect, availability and actual weight of products, applicable fees, taxes and the selected store.

A printed receipt with details about the final charges for your order will be included in your order.

Credit cards and Visa Debit are the only payment methods currently accepted online.

Metro.ca complies with the highest standards of information security. Other than your billing address, Metro doesn't store any of your banking information on its site.

Gift cards are currently not accepted online.

Products

Most of our in-store products are well-represented on metro.ca but there still might be some items you see in your local store that aren't available online. Also, products like tobacco, newspapers, gift cards, flowers, prepared platters, ready-to-eat dishes and hot rotisserie foods are not currently sold online.

Your order will be prepared by an in-store shopper, who will select the freshest items using the same care you'd use if you were doing it yourself!

Are the photos I see online representative of the products I'll get?

To learn more about a product, click on it and you'll be taken to the product details page.

While we work hard to ensure each product's info is accurate, sometimes manufacturers update their ingredient lists. Please don't rely solely on the information presented online and always read and follow labels, warnings and directions before using or consuming a product as actual product packaging and materials may contain more and/or different information than what is shown on our website.

You cannot buy tobacco or alcoholic products online.

Returns & Exchanges

Sometimes, an item that was in stock when you placed your order goes out of stock by the time your order is prepared. When that happens, we'll do our best to choose a similar product as a substitution.

When a substitution is made, you'll be charged the price of the replacement item.

If you're unhappy with any of the substitutions, simply return them to your Metro store within 14 days. See Metro's return policy for more details.

Allergies? Be sure to check the ingredients of substituted products.

Your satisfaction is important to us. If there's a problem with your order, please call your store. They’ll help find a solution.

If you're unhappy with any of the items you receive, simply return them to your Metro store within 14 days. See Metro's return policy for more details.

Technical Assistance

Sometimes it's as simple as entering the wrong password or email address. Try entering them again.

If you've forgotten your password and need to reset it, click on Forgot your password on the Sign in page.

If you're still having trouble, get in touch with our Customer Care team. Don't worry, the items you've added to your cart will still be there after we help you out.

Your Metro Priority reservation will be held for 2 hours or until checkout. After this time, it will no longer be reserved, and you will have to check availability again. A service fee may apply.

If you're getting an error message, check the following requirements:

  • The credit card you've entered is a Visa/Mastercard/Amex or Visa Debit.
  • The credit card you’ve entered is not expired.
  • The laptop, smartphone, etc. you're using has a Canadian IP address.
  • The billing address linked with your saved payment method is Canadian.

If all of the above is correct and you're still getting an error message, connect with the bank that issued your credit card to check that the address and postal code associated with your card are correct.

If you use a public computer, just remember to close your session once you've placed your order and delete your username or password used during your session.

Whether you use a public or home computer, you can rest assured that metro.ca is a secure site; your confidential information is protected while browsing and a banking service provider protects your credit card information.

You can call your store if you need help or have any questions about your order.

Air Miles®

Yes! Add your Air Miles® card to earn points on every order and enjoy exclusive prices for members only. To do this, enter the 11 digits of your Air Miles® card in the field provided for this purpose during registration, in your account settings, or when you check out.

These promotions are clearly indicated on the product images.

Exact details of your Metro Priority order (prices, weights, savings, promotions, product substitutions etc.) will not be reflected in your order history. Please refer to the official receipt included in your order for final details.

Note: The refund form in the help centre is not available for Metro Priority orders. For refunds, please return your products in store.

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