FAQ/Customer Service

Celebrating Over 33 Years

Where does Mr. Case deliver?

Mr. Case delivers throughout the Greater Toronto Area including Brampton, Caledon, East York, Etobicoke, Mississauga, North York, Scarborough, York, Hamilton and Burlington. We also make grocery deliveries to Aurora, King, Markham, Newmarket, Oakville, Pickering, Richmond Hill, Uxbridge, Vaughan and Whitchurch - Stouffville.

NOTE: Delivery charges vary if outside the Greater Toronto Area based on the distance, please email customer service to find out more.

What are Mr. Case's delivery charges?

For Greater Toronto Area orders, there is a delivery fee of $5.00 for orders of $75.00 or more. A $8.00 delivery fee will be applied to orders under $75.00. Any order placed before 11:30 am may be delivered the next business day or you may choose a future delivery date. Mr. Case delivers Monday to Friday between 9:00 am and 5:00 pm.

For Hamilton and Burlington orders, there is a delivery fee of $9.00 for orders of $100.00 or more. A $14.00 delivery fee will be applied to orders under $100.00. Any order placed on Mondays or Wednesdays before 11:30 am may be delivered the next business day, or you may choose a future delivery date. Mr. Case delivers Tuesdays and Thursdays between 10:00 am and 4:00 pm.

Is there a minimum order requirement?

No, Mr. Case does not have a minimum dollar or quantity requirement for orders. You may order as little or as much as you'd like.

What is Mr. Case's tipping policy?

Our drivers are expected to provide excellent service with every delivery. Tips are never required to maintain our high standards of customer service.

When can I expect delivery of my order?

Mr. Case delivers to the Greater Toronto Area Monday to Friday between 9:00 am and 5:00 pm. We can accommodate specific time requests within a three hour delivery window. Deliveries to Hamilton and Burlington are made on Tuesdays and Thursdays between 10:00am and 4:00pm.

Can I request to have a regularly scheduled delivery?

You may set up a standing order with any of our Customer Service Representatives at (416) 661-2273 and specify if you want your order delivered to you on a weekly, bi-weekly, or monthly basis.

Can I pick up my order from Mr. Case?

Yes, you can! Your order must be placed before 11:30 AM in order to be available for pick-up from our Toronto location the next business day. If you would like to pick up an order, please contact our office at (416) 661-2273 and one of our Customer Service Representatives will be happy to assist you.

What are Mr. Case's Returns Policies?

Mr. Case believes in supplying our customers with only the best products. However, we do realize that problems can occur and mistakes do happen. So, if you need to return a product please follow the guidelines listed below and email us or call our customer service department at (416) 661-2273.

1. All merchandise must be in the original carton with all packaging intact, unmarked and in new condition.
2. All merchandise must be returned within 30 days of the invoice date.
3. A 10% restocking charge will be applied to all returned merchandise.

How do I start online shopping?

The first step is to register. We will ask you for your name, address, email address and phone number. We need this information to know where to deliver and to confirm your order. It takes just a few moments and registration is free. There are no monthly fees.

Can I place an order by fax or by phone?

Yes, you can place an order by phone at (416) 661-2273 or by using our toll free number at 1 (877) 865-9097 or by using our fax at (416) 661-8788

What are Mr. Case's office hours?

You may contact our Customer Service Representatives at our office Mondays through Fridays from 8:30 AM to 5:30 PM.

How can I modify or cancel my order? Can I change the delivery time or date?

If you would like to add or remove anything from your order, or if you would like to change the time slot on your order, you may modify it on our website using the “modify” button on your dashboard, or contacting our office at (416) 661-2273 to speak with any of our Customer Service Representatives. Please note, any changes to your order must be made before 11:30 AM in order to be delivered the next business day.

If you would like to cancel your order, you may do so by using the "cancel" button on your dashboard, or contacting our office at (416) 661-2273 to speak with any of our Customer Service Representatives.

How do I pay for my order?

Mr. Case accepts Visa, MasterCard, American Express and Paypal.

Corporate billing accounts are available to businesses upon credit approval. You can email us or call us at (416) 661-2273 to set up a corporate account.

What is a Business/HST number?

A business/HST number is issued for a business by the government of Canada. When you register your account with us you will need to provide your Business/HST number. Please download the Mr. Case Foodservice Application Form and email or fax the completed form to (416) 661-8788. A customer service representative will contact you upon approval. If you have any questions, please email us or call at (416) 661-2273.

What is a business credit application form?

New business customers are asked to fill out a credit application form when they are requesting 30 day credit terms upon signing up. A Mr. Case customer service representative will fax or email you this form when we receive your request.

What are Mr. Case coupons?

Mr. Case coupons are one of the ways we show our appreciation to our customers. Type in the coupon code in the appropriate box during checkout and click on "redeem" to get the equivalent money deduction.

Do you make cottage deliveries?

Mr. Case delivers to cottages on weekends for an additional delivery charge, depending on the distance to your cottage. Please call our customer service at (416) 661-2273 or email us to arrange delivery.

I cannot find my postal area, will you be delivering there soon?

Mr. Case currently delivers throughout the Greater Toronto, Hamilton and Burlington Areas. If your postal code is not included in our current delivery area, you may contact us by phone at (416) 661-2273 or email us to see if we can have your postal code added to our delivery area.