Our Mission in Your City?

Welcome to Vroom. We are the on-demand whatever you want delivery platform that brings you the best of your city. Whatever, Anything and delivered wherever or anywhere you want. Whether you want your groceries, restaurant takeout, fast food delivery, or an umbrella, we are the one-stop shop for all of your delivery needs. Vroom is making the revolution of your city possible by enabling goods to move around between local stores and you. Our platform connects customers to professional couriers who can deliver anything in minutes. It is now possible. Groceries, hot meals, gift cards, luxury goods, all at the tip of your finger. You give us an address, we send you the goods. Sitting on your couch has never been easier.  

HOW DOES IT WORK

How do I place an order?

Vroom is very simple, easy and convenient. Here are the few steps: 1) Enter your, 2). Select your favourite merchant, 3) Select items you want and then 3) Review your order and confirm payment.

Once you have ordered, a courier gets a notification to go and pick your order. The ordering process is seamless, you have no one to contact directly. If all condition are good, expect your delivery within 35 minutes. Otherwise, your courier will contact you and give an estimate time of arrival (ETA). 

When can I use Vroom?

Our Montréal delivery hours are:
Mon – Wed: 10am – 1am. Last call at 12:30am
Thu – Sun: 10am – 3am. Last call at 2:30am (Downtown restaurants)

Our Quebec City delivery hours are:
Mon – Sun: 10am – 10pm. Last call at 9:30pm

What is your delivery zone?

Check here to see if you are in our delivery zone:

MONTREAL

https://www.google.com/maps/d/u/1/embed?mid=1MUBN98qzG40WEtd56Nj7yxhrfuiqQAdD&ll=45.52867388377316%2C-73.61796014685461&z=11

QUEBEC

https://www.google.com/maps/d/u/0/embed?mid=11WgXaAIwPxuQikwlre5ZbnxPI-Iiz1MV&ll=46.803966339201395%2C-71.2472817644043&z=12

 

How do I know if my order was placed?

Once you place your order, you will receive a confirmation email with an order code. If you do not receive an email within a few minutes of placing your order, we may not have received your order and recommend that you contact us at [email protected] or on our live chat feature.

 

CUSTOMER SUPPORT

When can I use Vroom?

Vroom is open 24/7, 365 days a year! As long as the merchant you want to order from is open and accepting to go orders, we’ll deliver.

Which cities is Vroom available in?

Vroom is available in all over the island of Montreal, Laval, Longueil, Rive-Nord and Rive Sud. 

What can I have delivered with Vroom?

You can have whatever you want at your doorstep. Like Anything! We will deliver it. However we do not deliver animals, controlled substance and gift cards. 

What is the delivery and service fee? 

Vroom is all about convenience and service. Delivery fee is between $5.99–$9.99 in a radius of 3 km. There is a 9% applicable service fee to all purchase price of your items. Both fees will always showed for your review at checkout.

What are the fees associated with delivery?

All orders are subject to a delivery fee and service fee. Delivery fees may vary depending on location and distance. The starting rate, under 3 kilometer is a minimum $6.99. 

How do I browse restaurants and local businesses?

To see what options are available for you, simply enter your postal code into the search bar and hit enter. This will display the list of businesses that are available to deliver to that address. Alternatively, you can see some of our partners on our home page. 

How do I tip my courier?

Tipping your courier is much appreciated and helps to give you a better service and get your order delivered as fast as possible. When you place an order on our platform, you will be prompted to select a tip amount at checkout. The percentage may vary between 12.5 to 20%

Can I extra tip my courier?

When you order with Vroom, you already add a tip. But, if you think your courier deserve more, you can? However, a courier is free to accept or decline tips. But they should never ask for it.

How do I use a promo code?

In order to use a promo code, simply insert your code by clicking on “Have a promo-code?” on the payment page before completing your order. Enter your promo code during checkout, and we’ll adjust your order total to factor in the discount. You can only use one discount per order, and promo codes can’t be used with cash orders.

How can I contact customer service?

Our customer service team is available 24/7 to assist with your delivery requests.

How do I join Vroom as a client?

If you’re interested to join Vroom as a client, just register as a client by adding your address and email. The platform will also ask you to enter a credit card. All our online transaction are very secure.

COURIER, ORDERS AND ITEMS

How long does it take to deliver the order?

Vroom will make every attempt to coordinate a delivery as quickly as possible. In most cases, you can expect your food to arrive 35-55 minutes from the time you place your order. For other items, it will depend on the time you have requested. 

Please note that delivery times will vary on a number of circumstances, such as: weather and traffic conditions, distance from merchant location to destination, special events and order preparation time. Please remember that all of our participating merchants will be preparing your order to delivery. We strongly suggest customers order in advance whenever possible to ensure a specific delivery time.

Is there a minimum amount I have to spend to order?

Yes. The minimum is $15 for delivery. Keep in mind that delivery fees, tax, and tip don’t apply to order minimums in most cases.

I have a confirmation email but the merchant said they never got my order?

The restaurant or merchant may be able to look up your order with the order number, which you can find in your confirmation email. If the restaurant still hasn’t received your order, contact us at [email protected].

Can I schedule my order in advance?

Yes you can! You are able to schedule a delivery for a later date or time.

Can Vroom team place an order for me?

The Vroom Support team can’t place an order for you by phone or chat. If you’re having trouble placing an order, please clear the cache and cookies in your web browser. If you’re still having difficulty placing an order after taking these steps, please contact us at [email protected]

Who are your couriers?

Our couriers are freelancer with extensive experience as courier, driver and delivery guys. Their experience matter to us. They are screen and their past experience checked. You safety is important to us. You want to join our team, well you can make over $20/hour and make your own schedule. Work wherever and whenever you want.

Are all couriers on bike?

Most of our couriers deliver by bike, but we also delivery by scooter and by car.

 

Food ordering

What if I have a food allergy? 

If that is the case, before ordering, please contact the restaurant first to ensure that they can meet your request. Once confirmed, you let the restaurant know by filling in the special instructions on your order. 

What if I don’t get an email confirmation of my order?

Check your spam folder—it’s possible your order confirmation wound up there. Keep in mind, it can take restaurants a few minutes to confirm they’ve received your order. If you have not received a confirmation email within 20 minutes of placing your order, chat with us or call us.

Why is the estimated delivery window longer than expected?

This is likely due to one of two reasons: 1) The restaurant that you’ve ordered from is experiencing high demand and is not able to take on additional orders. In this case, you could try placing an order at another restaurant; and 2) We’re experiencing higher demand than usual. Our riders are busy with orders from other customers. We apologize for this inconvenience!

What happens if the courier doesn’t reach or find me?

If your rider cannot find you, they will try to reach you by phone as soon as they have reached the destination. Please ensure your phone is switched on during the delivery process. If you are using an international/long distance number, please indicate alternative method of contact in the delivery instruction.

What do I do if I need to change my delivery address?

You can contact us at [email protected] or live chat and we will try our best to adjust your address in time. Please include your order number.

What if I need to change my order after I have placed it?

Contact us at [email protected] or live chat us. If you’re removing items from your order, the restaurant may be able to meet your request. We’re unable to add items to an order after the order has been placed.

What happens if there’s an issue with my order?

If there’s a problem with your order, please e-mail us at [email protected] or message us through our live chat. We will contact you by e-mail to discuss a solution.

Can I order to multiple locations?

Just to make sure that order arrives on time and to make sure that customer are totally satisfied, we are currently unable to pick up goods from multiple locations. However you can place multiple orders at the same time. 

Does Vroom deliver alcohol?

Vroom is very careful and strict when it comes to deliver alcohol. You must be over 21 or older to order and receive delivery. The account owner and credit card owner must be present when delivery happened. The courier can refuse to deliver if at time of delivery, a valid government photo ID (passport, driver license or government ID) and the credit card is not shown. The courier may take a picture of ID and credit card but it won’t be saved on its device. If the alcohol is not delivered and cannot be delivered, you will charged a non-refund fee of 25$. Considerer that your delivery cannot be completed if the account owner is 1) Is not present 2) Does not have a valid photo ID, 3) Is under 21 and 4) Appears intoxicated.

Can I send items to someone in another city?

Yes you can! A friend and loves one really appreciate to get something delivered to them from someone from another city. It is very simple to place an order to someone that live in another city. Just enter their address and see which merchants are available in this city and make your purchase. 

Local merchants

Is it possible that some merchants do not deliver in my area?

All merchant service areas are determined by each individual merchant. When browsing by neighborhood instead of a specific address, there is a chance that a merchant does not deliver to your specific address. If you enter a specific address on the homepage, then you will be brought to all businesses that do deliver to you.

Why you don’t have certain merchant on your list?

Vroom is a demand-based system designed to bring you a wide variety of the best delivery merchant in your area. If there is a merchant you know and you think would be a good addition, just suggest it to us and we’ll do our best to add them on.

What happens after I submit my order?

Your order is sent electronically to the merchant the moment you click « Place Your Order ». When the merchant receives your order, you will receive an Order Confirmation email!

How do I change or cancel my order after I have placed it?

If the merchant is a partner, to change or cancel an order, please call the merchant directly. The merchant’s phone number can be found in your email confirmation or by logging back onto the Vroom site. Once you have canceled or changed the order with the merchant, please notify us of the change or cancellation by responding to your order email confirmation.

Who should I call to check the status of my order?

If the merchant is a partner, you will see a green check next its business name and then, you can call to find out the status of your order. If you are unable to reach them, or are unable to resolve your problem then feel free to contact us at [email protected]

What if I have a confirmation email, but the merchant has no record of my order?

If that is the case, please contact us at [email protected] 

 

METHODS OF PAYMENT AND INCIDENTS

When is my credit card processed?

Vroom will process your credit card when you place your order whether the order is for the same day or scheduled in advance. The charge may appear as “pending” and may post to your bank account over the next few business days. The merchant you ordered from will be listed after “Vroom” on the charge in your statement.

Is my credit card information secure?

You can safely enter your credit card number via our secure server, which encrypts all submitted information and transmits and stores such information in an encrypted state. Vroom uses Astral Internet to ensure all credit card data is transmitted and secured. Your credit card information is processed by Vroom and never shared with any restaurant.

What type of payment cards do you accept?

We accept debit card with Interac and credit card with Visa, MasterCard, and American Express.

What are the payment method options?

Vroom is currently operating with different payment methods. You will see the methods available when placing an order and will be able to choose from different options menu. When card payments are enabled, we accept credit or Interac debit cards, including Interac, Visa, MasterCard or American Express. 

What if my credit card does not work?

If your credit card isn’t working, please make sure you’re entering your information exactly as your bank has it on file. If you’ve triple-checked that your information is correct, please reach out to your financial institution. They’ll be in the best position to provide insight on why your payment method isn’t working. 

What about my satisfaction about the delivery service or the merchant?

All Sales are final and no reimbursement. Vroom will make every effort to make sure you are satisfied with our service and your order. Vroom requires all participating merchants to package your order accordingly. Courier will NOT open the packaging to verify the accuracy of your order.

What if there is something wrong with my order after delivery?

If the merchant is a partner, the merchant’s phone number is provided with your email confirmation and on the store’s page on the website. Otherwise, you can reach us at 888-601-1615.

There are missing or incorrect products in the order.

If you received an incomplete or incorrect order, please contact us at [email protected]. We’ll get back to you with a resolution as soon as possible.

The order has arrived in poor condition.

If your order arrived in poor condition, please contact us at [email protected]. We’ll get back to you with a resolution as soon as possible.

I want to cancel my order. Will I be charged for cancellation?

You can cancel orders but cancellation fees may apply. Cancellation fees is a minimum of $25
For food related orders, you’ll be charged an amount depending on the following factors, (1) If the store has already accepted and started to prepare your order, you’ll be charged the price of the products, (2) If a courier has already been assigned to your order, you’ll be charged a cancellation fee, (3) If the store has already accepted and started to prepare your order, and a courier has been assigned to deliver it, you’ll be charged the price of the products and a cancellation fee. (4) If the courier reaches the delivery area and finalises the order, you’ll be charged the price of the products and the delivery fee. Please bear in mind, food related orders cannot be returned.

For non-food related orders, you can cancel an order free of charge, up until a courier accepts your request. However, if you cancel after a courier has been assigned to your order, you’ll be charged the total cost of the basic delivery service. If a courier has already picked up the order or is couriering at the time of cancellation, you can ask the courier if it’s possible to return the product. If this happens, you’ll still have to pay the full price of the products and delivery fee, as well as the cost of the return service. If the courier is able to return the product, the value of the product will be refunded back to you. To clarify: you’ll be charged for the total cost of the delivery service, including the cost of the product and delivery fee, and the return service.

What if I just want to modify my order?

If you want to change your order, you just have to contact your courier. From the moment a courier accepts your order, you can contact each other by phone to answer any queries that may arise.

I didn’t order this. What do I do?

Is the product not exactly what you expected? Please let our Support team knows, as we’d like to avoid situations like this in the future. However, any returns or complaints about products should be made directly to the establishment, without the involvement of couriers or Vroom. 

Which browser do you support?

We support the following browsers 1) Internet Explorer 11 and above, 2) Edge, 3) Firefox, 4) Safari, 5) Chrome. If you’re running into issues, please try clearing your cache and cookies or switching browsers. If you’re still having issues, please contact at [email protected]

How can I keep my Vroom account secure?

Use a password that is unique to Vroom and change it regularly. We encourage you to create strong passwords, using the following tips 1) Create passwords that are at least eight characters long, 2) Use a mix of uppercase and lowercase letters, numbers, and symbols, 3) Do not use a word in the dictionary, a name, or other personal information like a birthday, address, or anniversary, 4) Do not share your password with others, 5) Do not send your password or credit card information to us in a chat or email, 6) To terminate account access, be sure to log out completely from Vroom, 7) Consider using a password manager from your browser or a third-party provider, 8) Change your Vroom password frequently by selecting the “Forgot password?” link on the sign in screen and following the prompts, 9) Vroom will never ask for your credit card or password in an email or chat. If you ever receive an email asking for your Vroom password, please contact us by phone or chat immediately and do not respond to the email.

FOR HELP AND SUPPORT, CONTACT US

How can I contact you?

You can email us at [email protected], live chat us every day during 11am-10pm EST, or reach us on Facebook or Twitter. If you have any other questions regarding an order with Vroom, please feel free to visit our FAQ.