We know that our customers need all of the products that they order, and when these are not available it can make meal planning more challenging. Our purchasing team works really hard to try to never short you on an item. Unfortunately, there are sometimes circumstances out of our control that can result in a product being shorted from your order. We recognize that shorted items can be a huge inconvenience, which is why we try to substitute shorted items whenever possible.
Shortages:
As our orders are packed fresh we often will not have visibility on products until the day the order is packed in our warehouse. The main reason for this is that many freshly made items such as baked goods or specialty ordered items are not stored at our warehouse and we are often left waiting for the vendor to deliver the order in time before customer orders are packed. There are times that if there are delays from the vendor or if the purchase order is incorrect, this can affect the overall physical inventory compared to what the system may show. This is why we don’t always have visibility until the orders are being packed.
To learn more about Fresh Daily items & Vendor deadlines, check out this Article.We will also do our best to notify you ahead of time when possible if an item is not available in your order. If you have substitutions enabled in the preferences section on your account, we will also try our best to match a similar product to replace the shorted item with.
Please note we don’t offer replacements for all items and substitutions can be heavily dependent on what current stock we may have on the replacement item.
If for any reason we are unable to provide a substitution, your billing will be adjusted and the shorted item removed. We will also send out an automated email that will indicate the change to the order.
Substitutions:
Every so often, we are shorted on items from our suppliers on the day of delivery, our supervisor may decide to pick a product to substitute the shorted item with. This can be difficult to predict in terms of what you may receive.
If you would prefer not to receive a substitution at all, you are able to opt out of this at any time.
Please note that substitution preferences are for Grocery items only.
Produce substitutions may be made in your order because we're working to give you the freshest, best-looking produce available each week. We will apply a 5% discount for any produce substitutions made in your order, and this change will be noted on your invoice. If the substitution is not acceptable to you, you can request a refund.
For Grocery items, in the event that we are out of stock of a particular product, we will give you a 10% discount whenever we provide a substitute product. If you choose to have no substitutions made in your orders, no substitute product will be sent and the price of the original item will be removed from your order.
To update your substitution preferences please follow these steps:Login to your Spud account
Hover your mouse over the area with your name.
From the drop-down menu select “Substitutions”, found in the "More Preferences" section.
From here you will be able to update your substitution preferences
Don’t forget to click the blue “Save Settings” button at the bottom of the page
If you still need help or have any other questions please contact us