FAQ and Terms | Ohgraze

Frequently Asked Questions and Terms/ Policies

Q: Can I pick up my grazing box?

A: Yes, you can pick up your order for free from the OhGraze fully licensed and commercial kitchen.

Please review pick-up policies below.

Q: Do you charge for delivery?

A: Yes, we charge a $20 delivery fee. (within KW and Cambridge, additional fees for other areas may apply)

ALL delivery orders must include a contact name and phone number, orders without a name and number cannot be delivered. For gift deliveries please also write the recipient’s name and phone number in the box provided upon item selection

Q: I need to modify or cancel my order?

To change the date and/or contents of your order please contact us by email at info@ohgraze.com with your order number and name. Orders will not be modified over the phone or messenger, only through email.

Please review our cancellation policy below.

Q: Do you delivery outside of opening hours?

Yes, please contact us directly (info@ohgraze.com) and we can arrange something.

Q: Do you do corporate deliveries?

Yes, contact us directly (info@ohgraze.com) for more information!

Q: Can I customize my table or box?

A: Yes, let us know what you would like and we will do our best to make your vision come true!

Q: Do you accommodate different dietary requirements and allergies (i.e. Vegan, Gluten-free, Halal, etc)?

A: Yes, just let us know ahead of time of your event and we will cater accordingly. An additional fee may be required for certain substitutions or additions.

Please be aware we are not a nut-free or gluten-free facility. We will to try accommodate any requests, but due to these circumstances, we are unable to guarantee that any menu item can be completely free of allergens.

Q: Do you service Grazing Tables outside of the KW Region (i.e GTA, Toronto, Etc.)?

A: Yes, Just send us an email and let us know where you are located.

Please note we do not deliver grazing boxes to all areas.

Q: Can I include a message with my order?

A: Yes, just let us know what you want your message to be when you place your order!

Q: Can I get a grazing box made into a platter?

A: Yes, all grazing boxes can be made into platter format for an additional fee. We sell various platters and boards shapes. Please contact us directly for more information!

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PICK-UP POLICY:

ALL pick-up orders must have a designated pick-up time, please select a time slot during our opening hours at check out.

Due to food freshness, orders must be picked up promptly at your selected pick-up time. For any changes to your pickup time (within the same day) contact us minimum 1 hour in advance.

Please respect your chosen pick-up time slot. We cannot hold orders. Orders not picked-up will not be refunded or credited.

Please review our operational hours and contact us directly for any questions. Thank you.

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Delivery Policy:

To ensure a successful delivery, please make sure you include:

Full Delivery Address
Recipient Name
Recipient Telephone Number
Additional Delivery Instructions (buzzer code, apartment number etc.)

ALL delivery orders must include a contact name and phone number, orders without a name and number cannot be delivered. Gift deliveries must also include the recipient’s name and number, please refer to our gift delivery policies.

Gift delivery policy:

Please note all gift recipients will be contacted prior to the delivery to ensure they will be home or to change the scheduled delivery time to a time that suits the recipient best.

As our products are fresh and perishable, we are unable to leave our products outside, due to this recipient availability is coordinated prior to delivery. The gift recipient will be told they have a gift delivery of a beautiful charcuterie arrangement.

If you would like to arrange a “surprise” delivery, you can add an additional recipient (i.e. A partner, roommate, spouse, or child over the age of 18) that will be at the delivery address to receive the call and accept the order on behalf of the gift recipient.

Orders with gift deliveries must include the recipient’s name and number and will not be shipped out if not included.

Delivery Radius and Time:

Residential orders will de be delivered within a 1-hour time frame. While we will always try to delivery at the clients desired time, we cannot guarantee an exact time for residential orders.

Orders outside of our regular delivery radius will be subjected to a 2+ hour time frame.

Please review our delivery times below:

We deliver to:

Guelph, Cambridge, Kitchener, Waterloo, and surrounding areas.

How much does delivery cost?

Our delivery fees are based upon location. Your delivery fee will be provided at checkout prior to payment.

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CANCELLATION AND REFUND POLICY:

If your cancellation is at least 24 hours in advance of your scheduled pick-up or delivery date, you will be issued a credit for a future order with us.

If your cancellation is less than 24 hours in advance of your scheduled pick-up or delivery date, order will not be credited and will be completed as normal.

Orders not picked-up will not be refunded or credited. Please respect your chosen pick-up time slot.

Please note at this time we not offering refunds.

Grazing Tables and Event Deposits:

ALL grazing table and event deposits are non-refundable.

You may be entitled to a credit or a date transfer if event/ order is cancelled a minimum 2 weeks in advance of the original date. All event and grazing table credits are to the discretion of the Oh Graze event planner and will be handled on a case by case basis.

Full Payment for all event catering or grazing tables, must be received minimum a week in advance of the scheduled date and is non-refundable.

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HANDLE AND CARE:

From the time of pick-up or delivery, the client and any third parties of the client assume full responsibility, including, but not limited to: storage, food temperature, and appropriate food handling for all items delivered from Sopas Kitchen and Oh Graze by Sopas Kitchen.

We are not responsible for any mistreatment of product after the order has been picked up from our facilities or after the delivery has been completed. Boxes and platters must be consumed immediately at delivery or pick-up. If not consumed during this time, they must be refrigerated.

Orders left on doorstep/porch / outside by customer requests are the sole responsibility of the client. As our products are fresh and perishable, please ensure the delivery will be accepted during the scheduled time.

DIETARY RESTRICTIONS:

All vegan and vegetarian products are made with extreme care, and we ensure no cross-contact of restricted items within our facilities.

Please be aware we are not a dedicated or certified nut-free or gluten-free facility. We will to try accommodate any requests, but due to these circumstances, we are unable to guarantee that any menu item can be completely free of allergens.

Any dietary requirements/adjustments/ customizations may require individual pricing and additional fees.

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ALCOHOL POLICY:

When you submit an order, you are representing that you are aged 19 years or older and that you are not purchasing products for anyone who is younger than 19 years of age.

Please read our entire alcohol policy here: https://www.ohgraze.com/alcohol-policy

Responsibility:

Please drink responsibly and with moderation. We do not, under any circumstances, accept responsibility for any damages that result to yourself or anyone else due to the consumption of alcoholic beverages.

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*all prices and availability subject to change

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FAQ

Pick-up Policy

Delivery Policy

Cancellation and Refund

Handle and Care

Alcohol