Support
We’ve gathered answers to our most common wholesale questions to help make ordering and managing your account easier.
Our portal makes ordering faster, easier, and more reliable, with features like real-time inventory, new products, saved favourites and order history. If you can’t find what you’re looking for, our team is always happy to help.
Frequently Asked Questions
Getting Started with Your Online Account
I'm used to ordering by email. Why should I use the online portal?
I'm used to ordering by email. Why should I use the online portal?
We created the portal to make your ordering experience easier. While you can still connect with us anytime, the portal offers features designed to streamline your operations, including:
- Live Inventory: See exactly what’s in stock, 24/7.
- Saved Favourites & Custom Lists: Reorder your essentials for different locations or menus with a single click.
- Complete Order History: Easily track your past purchases, quantities, and spending.
- Discover New Products: Be the first to see new and exciting additions to our catalogue.
Your dedicated Account Rep will send you an invitation to get you set up in minutes.
I am not sure who my account rep is, how do I find out?
I am not sure who my account rep is, how do I find out?
Your Account Rep is your primary partner here at Big League. If you're unsure who that is, or if you're new to us, please visit the Account Page and click on "My Representative". You can also reach out to our team at support@bigleaguefoodcompany.com and we'll connect you right away.
We have multiple locations with different addresses. Can we manage them all under one account?
We have multiple locations with different addresses. Can we manage them all under one account?
Absolutely. We're flexible and can set up your account in the way that works best for your business. We can provide a single master login with access to all your locations, or create separate logins for each manager. Just let your Account Rep know what you prefer.
Can I add multiple users from my team to our business account?
Can I add multiple users from my team to our business account?
Yes. We can set up multiple users with different permission levels. For example, you can give your chef the ability to place orders while restricting access to billing information. Speak to your Account Rep to configure your team's access.
Placing & Managing Your Order
How do I place an order on the portal?
How do I place an order on the portal?
It’s simple! You can browse our catalogue by category or search for specific brands and products. Just add items to your cart, confirm your quantities, and proceed to checkout.
We have our regular items. What's the fastest way to reorder them?
We have our regular items. What's the fastest way to reorder them?
We know you have your go-to items. The portal makes reordering effortless. You can view your Order History to reorder a previous purchase with one click, or create Custom Lists (e.g., "Weekly Dairy Order," "Patio Season Stock") to quickly add entire groups of items to your cart.
What is your order deadline for next-day delivery?
What is your order deadline for next-day delivery?
To help you plan your week, we have clear cut-off times:
- For all Big League Food Company products: Submit your order by 1:00 PM EST, Sunday through Friday, for delivery the next day. Orders placed after 1:00 PM EST will be scheduled for the next available delivery date.
- For Detour Coffee orders: To ensure maximum freshness, please place your coffee order by 1:00 PM EST on Sunday for same-week roasting and delivery.
What happens if a product is out of stock when I'm ordering?
What happens if a product is out of stock when I'm ordering?
If an item is out of stock, it will be clearly marked in the portal so you can plan accordingly. You can also request an email notification for when it’s back in stock. We work tirelessly with our partners to minimize stock-outs on the products you depend on.
What if an item goes out of stock after I’ve placed my order?
What if an item goes out of stock after I’ve placed my order?
On the rare occasion this happens, our team will immediately notify you. We will remove the item from your order and your invoice - you will never be charged for an item you don't receive.
Is there an order minimum, and do you charge for delivery?
Is there an order minimum, and do you charge for delivery?
For most customers (those serviced by our in-house BLFC delivery truck fleet):
- Free delivery on orders $200 and over
- Orders $100 to $199.99 are subject to a $15 delivery fee
- Orders under $100 are subject to a $25 delivery fee
Detour Coffee customers located outside our local delivery area have a minimum of $400 for free shipping (via FedEx).
All delivery and shipping fees are clearly displayed during checkout before you place your order.
Can I change or cancel an order after I've submitted it?
Can I change or cancel an order after I've submitted it?
Yes, you can make changes or cancellations to your order up until our production schedule deadline. For BLFC products, this deadline is 1:00pm EST the day of ordering. For Detour Coffee customers, this deadline is 1:00pm EST every Sunday. To make changes to an order prior to the deadline, please contact orders@blfc.ca or orders@detourcoffee.com.
I need a specific product you don't seem to carry. Can you source it for me?
I need a specific product you don't seem to carry. Can you source it for me?
We love that! Our goal is to be your one-stop shop. If there's a product you need, let your Account Rep know. We'll leverage our network to see if we can source it for you at a competitive price.
I didn't receive my complete order. What should I do?
I didn't receive my complete order. What should I do?
We're sorry to hear that. Please first check the packing slip included with your delivery against the items you received. If there is a discrepancy, contact your Account Rep or our customer service team at support@bigleaguefoodcompany.com immediately. We will investigate and make it right.
What is your policy on returns or credits for damaged/unsatisfactory products?
What is your policy on returns or credits for damaged/unsatisfactory products?
Your satisfaction is our top priority. If you receive a product that is damaged or does not meet your quality standards, please contact your Account Rep within 24 hours of delivery. We will arrange for a credit or replacement on your next order. Our full return policy can be found here.
What happens to deliveries on statutory holidays?
What happens to deliveries on statutory holidays?
We will always communicate our holiday delivery schedule well in advance via email and a notice on the portal. Typically, deliveries will be shifted by one day, but we will provide clear instructions to ensure you don't miss an order.
Where can I find allergen or detailed nutritional information for a product?
Where can I find allergen or detailed nutritional information for a product?
Detailed product information, including ingredients and potential allergens provided by the manufacturer, can be found on each product's page in the portal. If you need more specific information, please don't hesitate to reach out to our team.
Delivery in the GTA & Beyond
How do you ensure your deliveries are reliable?
How do you ensure your deliveries are reliable?
Our reputation is built on reliability. We operate our own fleet of fully-equipped, temperature-controlled trucks (refrigerated and ambient) to ensure your products arrive in perfect condition. Our vehicles undergo rigorous maintenance, and our professional drivers are committed to getting your order to you on time.
What is your delivery zone and schedule?
What is your delivery zone and schedule?
Our truck fleet delivers Monday through Saturday across the Greater Toronto Area and surrounding regions, including:
- East to Oshawa
- North to Barrie (and Muskoka in the summer!)
- West to Niagara, Guelph, and London
Please note: Some outlying areas are on set delivery days. Your Account Rep can confirm the specific delivery schedule for your location.
Can I track my delivery?
Can I track my delivery?
Yes! For local customers, you will be emailed a tracking link during the evening prior to your delivery where you can track your order's ETA and your driver's real-time GPS location.
For non-local customers, FedEx tracking numbers are available in the My Orders section of your Account page.
Can I request a specific delivery time?
Can I request a specific delivery time?
You can request a preferred 4-hour delivery window between 7:00 AM and 2:00 PM. While we can't guarantee a precise time due to traffic and routing, we will always do our best to accommodate your request.
Can I leave special delivery instructions?
Can I leave special delivery instructions?
Yes. During the checkout process, there is a "Delivery Notes" field where you can add instructions, such as an access code or a specific door to use.
Billing & Payments
How can I see my invoices?
How can I see my invoices?
For your convenience, all your invoices are stored in your Account page under the "My Invoices" section. You can view or download them at any time.
What payment methods do you accept?
What payment methods do you accept?
We accept payment by Electronic Funds Transfer (EFT), cheque, or credit card. Customers without terms must pay by credit card.
When is my credit card charged after I place an order?
When is my credit card charged after I place an order?
We charge your credit card only after your order is fulfilled - not at checkout. This gives you an accurate, final invoice on your Accounts page before payment is processed.
How is my account credited for missing or damaged products?
How is my account credited for missing or damaged products?
Contact our team right away if any items are missing or damaged. We’ll promptly issue a credit to your account for the full value. All credits are visible on your Accounts page and can be applied to future orders.
If I pay via credit card, what are my payment terms?
If I pay via credit card, what are my payment terms?
Credit card payments are processed on a Collection on Delivery (COD) basis. Your card is charged only after your order is fulfilled. At that time, the final invoice becomes available on your Accounts page, and you’ll receive a confirmation email.
I have a question about my invoice. Who should I contact?
I have a question about my invoice. Who should I contact?
Our accounting team is ready to help. For any questions related to billing, payments, or statements, please email them directly at accounts@bigleaguefoodcompany.com.
Portal Support
I need help with something else. Who can I talk to?
I need help with something else. Who can I talk to?
We're always here for you. Your first point of contact is your dedicated Account Rep, but you can also reach our support team at orders@bigleaguefoodcompany.com for any questions you may have.
Check here for known issues, product recalls, or scheduled maintenance.
Last updated: April 17, 2026