Everything You Need To Know Before Your First Surprise Bag!

1. How does Too Good To Go work?

To meet demand, stores usually have to produce more food than they can sell, which often leads to unsold food being thrown away.

Our app gives that unsold food a second chance by offering Surprise Bags to our users. The app is free to download at the link in our bio, and you just pay 1/3 of the cost for your Surprise Bag of delicious, surplus food!

2. Why can’t I choose what’s in my bag?

The surprise element is actually one of our users' favourite features!

Surplus food is hard to predict. That’s why our app's users buy a ‘Surprise Bag’ of food—it’s a way to cut down on food waste, while still navigating this unpredictability. We've found that the best way to combat wasting surplus food is by giving stores the flexibility to distribute whatever they have left at the end of the day, which can vary.

We ask that you please do not contact the store ahead of time to find out what’s in your Surprise Bag.

3. What if I have allergies or dietary restrictions?

Due to the unpredictable nature of the food industry, it’s nearly impossible for stores to guess what will be left over.

While lots of our stores will try to accommodate dietary requirements, unfortunately we can’t guarantee their ability to do so. If you would like to rescue vegetarian and vegan food in the future, try using our "Vegetarian" and "Vegan" filters in the app. You can find this under 'Browse' and then click the Filter button.

4. How do I know when to pick up my Surprise Bag?

You can pick up your Surprise Bag during the defined pick up window listed on the store’s profile and on your order confirmation email. It is not possible to pick your order up before or after the defined pick up window.

Please do not directly contact the store for alternate pick up times - simply cancel the order if you aren’t able to make it.

5. I can’t pick up my Surprise Bag - how do I cancel my order?

You can cancel your order up to 2 hours before the pick up window begins. For example, if the pick up begins at 2PM, you must cancel your order before 12PM to receive a refund.

To do so, open the app and tap your order at the bottom of the screen. Click “cancel reservation” (written in red text). You will receive a confirmation email and a refund within 5 business days.

6. I had an issue with an order. Who can I contact?

To get any order-related issue solved with our Customer Care team, simply reach out via the app by clicking "More" at the bottom right side of your screen > "Orders" > Click on the order you're referring to. They'll get in touch with you ASAP.

7. What if I don’t like the items in my Surprise Bag?

We’re sorry to hear that and understand that this can happen. To ensure no food gets wasted, we encourage you to give the food items to friends, family, and neighbours who will enjoy it!

8. Do you work with non-profit partners?

We’re proud to support and work with non-profit partners in every city we operate in to help raise awareness for the important issue of food insecurity in our cities. You can donate directly to one of our local food bank partners through the donation feature in our app.

Our non-profit partners include:

• Daily Bread Food Bank
• FoodShare Toronto
• Moisson Montreal
• Moisson Québec
• Food Stash Foundation
• Calgary Food Bank
• Edmonton's Food Bank