- When can I place an order?
24 hours a day, 7 days a week. But due to a high demand for this service and limited window availability, we strongly suggest checking at least 1 day in advance for your preferred order window.
- There are no windows available, what should I do?
Please continue to check back as availability can open up from time to time.
- What times can I pick up my order?
Monday – Sunday: 10:30 AM – 7 PM. Holiday hours may vary.
- How do I begin using this curbside service?
Download the mobile app available on both Android and iOS and sign up for a free account to begin ordering today. If using the web, go to northgatepronto.com.
- Can I make special requests for my order?
Of course! With any item there is a section called Add Notes. You can ask for shredded Carnitas, or “ready to enjoy” avocados, or a large head of cabbage, or… Our personal shoppers will work with Northgate associates to get you exactly the right items – just like if you are shopping yourself.
- If I have a question regarding my order, could I contact the store?
Of course! You can call your personal shopper and they will be able to assist you with any question you might have. Direct number is available in all three emails you will receive as the order is confirmed, being worked on, and ready for drop-off.
- What if an item is not available on-line?
If there is an item that you cannot find in our current online catalogue – you can ask for it in the Instructions section when you check out. Please be as specific as possible, such as – “Add Children’s Tylenol Pain + Fever Relief – Liquid to this order”. If the item is available in the store, we will add it to your order for you. The additional charge for the item will show up in your order details and confirmation email.
- How do I get my order once I arrive?
Due to Covid-19, we recommend that you stay in your car and allow us to bring your order right to your car. Park in the Pronto Curbside spots and follow the directions on the sign.
- Is there a minimum amount I need to order?
Yes, the minimum order is $25.
- Is there a service fee?
This service costs a flat fee of $4.99. Orders $150.00 or more pay no service fee. *Terms and conditions apply.
- How do I pay for my order?
We accept any major credit or debit cards. Please make sure the card information is entered when checking out. If paying with EBT, please select ‘For EBT and SNAP Payments Only – Pay In Store’ option.
- When should I expect to see a charge on my card?
We will put a provisional hold on your card that is 10% higher than your initial total; this is so we can account for any variances in your order due to bottle deposits, taxes, weight items, substitutions, etc. Once your order is complete, the final (correct) total will be charged to your card.
- Are online prices the same as in store prices?
Our online prices will reflect instore pricing for that same day. Please be aware that orders placed in advance may be subject to price discrepancies when picked up on a later date.
- Can I find everything online that I can find instore?
We are offering most of our top products from each of our departments – over 5000 products in total – so chances are you will find what you are looking for. If you can’t find a product, please leave a note in the Instructions section when you check out and your personal shopper will get in contact with you to further discuss.
- Can I expect the same type of quality for all my perishable items?
Yes of course! Our shoppers are highly trained and will make sure freshest items are picked for you.
- What should I expect if an item is out of stock?
We are hoping this never happens, but our shoppers are trained to provide you a suitable substitute so long as you notated you would accept substitutions.
- I forgot I needed an additional item, can I still change my order?
Yes of course, you may edit your order at any time prior to receiving a notification that the order has begun being picked. Once order is in process of being picked, you can still add items by reaching out directly to your personal shopper via phone call.
- How do I know when my order is complete?
Mobile app users will receive a push notification and an email stating that your order is now ready for pickup. Web URL users will receive an email stating that your order is now ready for pickup.
- Can I return my order?
Online orders follow the same return policies as instore purchases. Please reach out to your personal shopper for more details.
- Can I purchase alcohol?
Yes you can! There are a few rules you would need to follow though:
Purchaser needs to be 21 and over.
Purchaser picking up will need to verify age when picking up.
Purchaser can’t be intoxicated when picking up.
- What happens if I forget to pick up my order?
At Northgate, we understand emergencies happen and we will gladly refund you for your purchase; all we ask is that you let us know as soon as possible to avoid any issues with your order. Northgate does however have the right to cancel future orders at their discretion due to customer negligence.
- There was an issue with my order due to a missing item, item quality not as expected, item was damaged, etc. What should I do?
Please don’t hesitate to call your personal shopper to help assist with any of these issues you might have.
- Are there any restrictions for the promotions I receive?
Basket level promotions (with or without promotional code) excludes purchases of: beer, wine, liquor, spirits, fluid milk, gift cards, tobacco or other products subject to legal regulation. One coupon per order unless otherwise stated. No cash value, no change will be given. Offer cannot be combined with Mi Tienda dollars.