Delivery Policy

1. Delivery Policy for Individual Users

This section applies to individual (consumer) customers ordering for delivery to a home, condo or workplace. It describes how an order moves from our warehouse to your door, and who is responsible at each stage.

1.1 Daily delivery slots by city

The slots below are read directly from our live delivery schedule, so this page always reflects what is genuinely offered at checkout. Availability on any given day depends on remaining capacity in that slot.

Brampton

• Brampton Noon — 1:00 PM to 4:00 PM · free delivery
• Brampton — 6:00 PM to 11:00 PM (not available Monday) · free delivery
• Brampton Evening — 7:00 PM to 9:00 PM · free delivery
• Brampton Night — 9:00 PM to 11:00 PM · free delivery

Caledon

• Caledon (L7C) Noon — 1:00 PM to 4:00 PM · express · free delivery
• Caledon (L7C) Evening — 7:00 PM to 9:00 PM · express · free delivery

Caledon East

• Caledon East (Weekend) — 4:00 PM to 7:00 PM (not available Monday, Tuesday, Wednesday, Thursday, Friday) · express · free delivery

Concord

• Concord Evening — 7:00 PM to 11:00 PM · free delivery

Malton

• Malton Noon — 1:00 PM to 4:00 PM · express · free delivery
• Malton Evening — 7:00 PM to 9:00 PM · express · free delivery
• Malton Night — 9:00 PM to 11:00 PM · express · free delivery

Markham

• Markham Evening (Weekend) — 7:00 PM to 11:00 PM (not available Monday, Tuesday, Wednesday, Thursday, Friday) · free delivery

Mississauga

• Daily Curbside Slot 7 — 9:00 AM to 9:00 PM · free delivery
• Mississauga (exc L4T) — 6:00 PM to 10:00 PM · express · free delivery
• Mississauga — 6:00 PM to 11:00 PM (not available Monday) · free delivery

Richmond Hill

• Richmond Evening (Weekend) — 7:00 PM to 11:00 PM (not available Monday, Tuesday, Wednesday, Thursday, Friday) · free delivery

Scarborough

• Scarborough Weeend — 7:00 PM to 11:00 PM (not available Monday, Tuesday, Wednesday, Thursday, Friday) · free delivery

Toronto

• Toronto Evening — 7:00 PM to 11:00 PM · free delivery

Vaughan

• Vaughan Evening — 7:00 PM to 11:00 PM · free delivery

Woodbridge

• Woodbridge Evening — 7:00 PM to 11:00 PM · free delivery

1.2 Picking

Once your order is placed it is assigned to a picker at the fulfilment centre serving your address. Items are picked against your order, and fresh items are selected at picking time rather than pre-packed, so that produce and chilled goods spend as little time as possible out of storage. Where an item cannot be picked, the order is adjusted and you are informed rather than the item being silently substituted.

1.3 Packing at the warehouse

Picked orders are packed by category so that chilled, frozen and ambient goods are separated, and fragile items are packed to travel. Each order is sealed and labelled with the delivery address and slot before it leaves the packing bench, and is staged in the appropriate temperature zone until its route departs.

1.4 Delivery to houses

For a house, delivery is made to the front door. Please ensure the house or unit number is visible and that any gate access or entry instructions are recorded in your address details, as our driver cannot enter a secured property without them.

1.5 Delivery to condos and apartments

For a condo or apartment, please provide the unit number and a working buzzer or intercom code. Where the building permits it, our driver will deliver to your unit door. Where a building restricts access to the lobby or a concierge, delivery is completed at that point in line with the building's own policy.

1.6 Delivery to commercial establishments

For a workplace or commercial address, please provide the business name, unit or suite number, and any reception or loading-dock instructions, along with the hours the address can accept a delivery. Deliveries to a commercial address are completed at reception or the designated receiving point unless you have specified otherwise.

1.7 The delivery process

Our driver will call you on arrival. Our preference is always a handover in person, so that you receive the order directly and can raise anything with the driver at the door. If you would rather the order be left at a specific spot, tell us — either in your delivery instructions or when the driver calls — and the driver will leave it there.

1.8 Responsibility after handover

Once an order has been handed to you, or left at the spot you asked us to leave it, responsibility for the order passes to you. This matters most for chilled and frozen goods: an order left outside at your request should be brought in promptly, and we cannot be responsible for items that deteriorate or go missing after an unattended drop you have asked for.

1.9 Queries after delivery

Anything that needs attention after delivery — a missing item, a damaged item, or a question about your order — should come to our official WhatsApp channel, where our agents are available during normal working hours. Urgent situations are escalated to agents who are available outside those hours. Raising a query on the official channel keeps it attached to your order, which is what lets us resolve it quickly.

2. Delivery Address Accuracy

Customers are responsible for providing a complete and accurate delivery address during checkout or in their profile. This includes, but is not limited to:

• House number or unit number
• Basement or main floor details
• Apartment or condo number
• Building name
• Buzzer or intercom code
• Gate access instructions
• Any additional delivery notes required for successful delivery

Failure to provide accurate or complete address information may result in delayed delivery, failed delivery, or order cancellation. Go Direct shall not be responsible for orders delivered to an incorrect address provided by the customer.

3. Contact Information

Customers must ensure that their phone number and email address are accurate and active for order-related communication.

Our delivery team may contact customers regarding:

• Delivery arrival updates
• Access or gate issues
• Missing or incomplete address details
• Delivery confirmation

If the customer cannot be reached using the provided contact details, the order may be treated as a No Show or failed delivery.

4. Delivery Time Slots

We strive to deliver all orders within the selected delivery time slot chosen during checkout.

Once the order is dispatched from our warehouse:

• Notifications may be sent through email, SMS, app notification, or phone call.
• Customers are expected to remain available during the selected delivery window.
• While we make every effort to deliver on time, delays may occasionally occur due to weather conditions, traffic, operational issues, or circumstances beyond our control.

5. Delivery Rescheduling

Customers may request to reschedule their delivery up to 4 hours before the selected delivery slot.

Example: For a delivery slot between 6:00 PM – 10:00 PM, rescheduling must be requested before 2:00 PM.

Once the order is committed for dispatch or out for delivery, changes or rescheduling requests may no longer be possible.

To request a reschedule:

• Email: info@go-direct.app
• Phone: +1 (437) 999-2533

Repeated rescheduling requests may result in restrictions on future scheduling flexibility.

6. Delivery Procedure

Houses and Townhomes

• Deliveries are made only to the main entrance or side door.
• Delivery representatives will not enter inside the residence.

Apartments and Condominiums

• Deliveries are made only to the main entrance, lobby, concierge desk, or lift lobby area.
• Delivery representatives are not required to access upper floors or individual apartment doors.
• Customers are responsible for collecting their order from the designated delivery location.

7. Contactless Delivery

If contactless delivery is selected:

• The order may be left at the delivery location specified by the customer.
• Customers authorize Go Direct to leave the order unattended at the provided address.
• Once the order has been successfully delivered to the designated location, responsibility for the order transfers to the customer.

8. Delivery Confirmation & Proof of Delivery

To protect both customers and Go Direct from misplaced delivery disputes, all deliveries may include proof of delivery, including but not limited to:

• Delivery photographs
• GPS delivery location verification
• Delivery timestamps
• Driver notes
• Customer signature or acknowledgment
• Call or communication records

Proof of delivery may be retained by Go Direct for verification and dispute resolution purposes.

By placing an order, customers agree that:

• Delivery photographs may be taken at the delivery location.
• Such photographs may include the package, entrance area, unit number, or surrounding drop-off area for identification purposes.
• Proof of delivery may be shared with the customer upon request for investigation or verification purposes.
• If proof of delivery confirms successful delivery to the address and instructions provided by the customer, Go Direct shall not be liable for lost, stolen, or misplaced orders after delivery completion.

9. No Show Policy

The following situations may be considered a “No Show”:

• The customer does not answer delivery phone call(s) or communication attempts.
• The customer does not open the door or respond upon arrival.
• The customer does not arrive at the gate, lobby, or pickup point.
• The customer refuses to come to the designated delivery location.
• Family members, roommates, security staff, or friends refuse or deny the delivery.
• Contactless delivery was not selected and no one is available to receive the order.
• Access to the building or property is not possible due to missing buzzer code, access instructions, or restricted entry.

In No Show situations:

• Delivery fees may still apply.
• Re-delivery charges may be charged.
• Refunds may not be provided for perishable or temperature-sensitive products.

10. Failed or Misplaced Deliveries

If a customer believes an order was misplaced or not received:

• The issue must be reported within 24 hours of delivery.
• Go Direct may investigate using proof of delivery records.
• Claims reported after 24 hours may not be eligible for review or compensation.

Go Direct reserves the right to deny claims where proof of delivery confirms successful delivery according to customer-provided instructions.

11. Customer Responsibility

Customers are responsible for:

• Monitoring delivery notifications
• Being available during the delivery slot
• Providing safe and accessible delivery conditions
• Ensuring someone is available to receive the order when contactless delivery is not selected

Repeated failed deliveries or No Show incidents may result in account review, delivery restrictions, or refusal of future service.

12. Policy Updates

Go Direct reserves the right to update or modify this Delivery Policy at any time without prior notice. Continued use of our services constitutes acceptance of the latest version of this policy.