Frequently Asked Questions (FAQS)
SnapGrab is available through the web or via our IOS and Android app.
General Information
What is SnapGrab? SnapGrab - Montreal delivery app
SnapGrab is the delivery app in Montreal that really delivers anything the city has to offer on-demand. We pick up items, products, and food from any store or restaurant and bring it right to your location. Instead of needing a separate app for food delivery, grocery store delivery, and other items, we are the all-in-one solution for delivery in downtown Montreal. If you’ve run out of your favorite tea, simply snap a picture of the item and we will bring it right to your location in under an hour. The SnapGrab app is available on the Apple App Store for IOS devices and on the Google Play Store for Android devices.
What can I get delivered with SnapGrab?
SnapGrab is the only true everything-delivered-on-demand delivery app. If a store or restaurant has it, we deliver it! It’s that simple. Send in your order through the SnapGrab app. We can deliver products, fast food, and even your groceries. When we mean everything, we mean EVERYTHING!
I can't find the store I need a delivery from in the menus.
SnapGrab may not have partnerships with every single store and restaurant in town yet (but it's coming). However, you can still place a custom order from literally anywhere in the city. No need to do anything else, the SnapGrab team will take care of locating the items or food and deliver it right to you as soon as possible.
How do I find an item that I need to be delivered?
To find items quickly and at the best delivery rates, use the search bar on the main screen and type in what you are looking for. SnapGrab will then search through our partners to see if that item is available. If our partners do not have the requested item available, SnapGrab will offer to place a custom order for that item. In order to place a custom order, you must know what store or restaurant has the item available.
What is a custom order?
A custom order lets you order from anywhere even if SnapGrab does not have a partnership with the store, restaurant, or location. Simply head over to the custom order, search for your pick-up location, describe as accurately as possible what you want picked up, and watch your order get delivered.
Payment
How do I pay for SnapGrab?
SnapGrab delivery is completely cashless. Payments are processed at the time of delivery using any major credit card, PayPal, or Apple Pay.
What payment methods are accepted?
We accept all major credit cards, Visa Debit or MasterCard Debit, PayPal, and Apple Pay. We do not accept cash.
Why was my credit card charged 50$ for a Custom order?
For all custom orders, SnapGrab places a temporary hold (pre-authorization) on your method of payment for around $50 to secure funds. We do this because SnapGrab does not know the final value of your order before our Grabber arrives at the pick-up location. The final amount you are charged is automatically adjusted once the order is picked up.
What is SnapGrab's fee from partner merchants in the "Explore" tab?
For orders from partner merchants in our "Explore" section, SnapGrab charges a one-time flat rate of $4.99 per order.
What is SnapGrab's fee for "Custom" orders?
For a "Custom" order, SnapGrab charges a flat delivery fee + 7% processing fee of the total ordered. The delivery fee will always be displayed on the checkout screen before you confirm your order. The delivery fee includes five minutes at the pick-up location. Additional time to pick up your order will incur an added charge at a rate of $0.20/minute for each minute over the included five minutes.
For example, you order a pair of shoes from your favorite sneaker store and those shoes have a price tag of $20.00. The SnapGrab delivery app will now calculate your flat delivery fee based on the criteria listed above. In this case, that delivery fee is $10.00. SnapGrab will also add 7% of the total amount of items purchased by your grabber and 7% of the delivery fee to your bill. In this case, that would come to $2.10. Your total would then be $20.00 + $10.00 + $2.10 + taxes for a grand total of $36.91.
What is the service fee for Custom orders
A service fee of 7% is added to your cost of items ordered and the delivery fee. The service fee applies only to "Custom" orders.
Why was I charged two partial amounts for a single order instead just once for the full amount?
It may happen that you are charged two partial amounts for an order because of the way SnapGrab processes that particular order. You will be able to see the breakdown of your bill for any order in your order history.
Can I tip my Grabber?
Tips are greatly appreciated by our Grabbers and can be done right on the checkout screen before an order is placed. It can also be done within the app after the order is delivered. Our Grabbers are highly trained to provide you with the best service in the industry. A tip shows your appreciation for their hard work and attention to detail.
How is the "Custom" order delivery fee calculated?
The delivery fee for "Custom" orders starts at $12.99 and increases the farther the pick-up location is from the drop-off location. There is an additional fee for orders that take longer than five minutes to pick up, at a rate of $0.20/minute for each additional minute over five
Ordering
What happens once I place my order?
Once your order has been placed, it is assigned to a Grabber. You can track the progress of your order through the Order History page. Your order is in good hands and can be tracked thanks to our real-time GPS tracking system. Forgot to mention something? Contact your Grabber through the tracking page and let him know.
How long does the delivery take?
Orders are fulfilled by a delivery driver the moment they are received. We are fast (real fast!) and our average delivery time is 38 minutes. Depending on the type of order you make, the delivery time may vary.
Why has my order has not been accepted?
SnapGrab dispatches your order to the closest available driver. Sometimes it may take a little while for a Grabber to be available. Don't worry; this is normal. Once one of our fleet members is ready, your order will be assigned and delivered right away. If ever you want to check up on your order, you can track it in the app or give us a call at 1-855-927-SNAP.
Can I order in advance for a later time and date?
Not at this time. Currently, all orders are carried out immediately at the moment the order is received. You can expect your driver to start working on completing your delivery order right away.
Contact Us
We at SnapGrab have the goal to be the best delivery app in Montreal, and your feedback helps us reach that goal.
When contacting us about an order, please have your order number on hand.
When contacting us about an order, please have your order number on hand.
1-855-927-SNAP(7677)
COVID-19
To our SnapGrab family,
We believe it is critical to do our part to help reduce the transmission of COVID-19. The SnapGrab app can help you avoid crowds and make times of quarantine or self-isolation a little more bearable. For anything you may need while at home during these hard times, whatever it may be, make use of the SnapGrab app. Our team can go out to any store or restaurant and get that grocery item or favorite meal for you.
We hope you and your loved ones remain safe during these unprecedented times. As the COVID-19 pandemic continues to spread, please rest assured that we are implementing additional measures to ensure the health of our community and to help curve the spread.
These measures include our Grabbers wearing hand gloves while completing and delivering your orders. Also, to avoid all physical contact, you can send a message to your Grabber by SMS through the app to have your order dropped off in front of your door instead of delivering it in person. We will simply notify you once your order has been dropped off and you can safely pick it up from your doorstep.
Across all our delivery operations, we have improved our daily cleaning routines, including more frequent handwashing, use of sanitizers, and increased frequency in cleaning all equipment.
Our customer service team is available to answer any questions about your experience, work with you on the best delivery option, and provide more information on the many precautions we're taking to protect your health and safety.
Thank you for being a part of our SnapGrab community. We will do everything in our power to safely delivery everything you and your loved ones may need during this crisis.
For Merchants Accounts
How do I create a merchant account?
Simply follow the registration link here and create an account by filling in your business information. A SnapGrab Merchant Specialist will reach out to you to confirm the information on your account. It's that easy!
What businesses are eligible for a Merchant account?
All Canadian business that have a physical pick-up location situated in Montréal are eligible. Please consult our service area to confirm if your business location is serviced by SnapGrab. SnapGrab for Merchant works for businesses across all industries. We work with restaurants, retail, and service companies—big or small.
What can I do with a Merchant account?
A Merchant account gives local businesses access to SnapGrab's delivery services. Bookings, Marketplace, and the API are all managed within the SnapGrab Merchant Platform.
What is SnapGrab Bookings?
SnapGrab Bookings is our white-labelled delivery service for businesses. It gives local merchants access to our fleet of delivery drivers as if it were their own. Merchants can request and schedule delivery pick-ups with ease and track their delivery until it has been dropped-off. Deliveries are executed on-demand and can be completed in as little as 60 minutes.
What is SnapGrab Marketplace?
SnapGrab Marketplace is the online platform where local merchants can showcase their products and menus to SnapGrab users and offer on-demand delivery. Merchants get discovered by new customers who shop directly on our platform. When a purchase is made by our customers, the merchant receives the order information directly in their Merchant account for fulfilment and a SnapGrab driver takes care of the delivery.
What is the SnapGrab Bookings API?
The SnapGrab API gives local merchants all the benefits of SnapGrab Bookings directly integrated into their website or app. Our robust API handles everything from getting delivery quotes to tracking orders. Take a look at our API docs here.
What are the fees for SnapGrab Bookings?
SnapGrab Bookings charges a flat rate for each delivery. The delivery rates start at CAD$12.99 and can vary depending on distances and driving conditions. Your exact delivery quote will always be shown to you in the SnapGrab Merchant platform before any delivery is confirmed with SnapGrab.
What are the fees for SnapGrab Marketplace?
SnapGrab Marketplace charges local merchants a small commission fee per successful order. The commission rate varies by industry, average bill, and volume. A SnapGrab Merchant specialist will reach out to you before going live to discuss a commission rate for your business.
What are the fees for SnapGrab Bookings API?
SnapGrab Bookings API charges a flat rate for each delivery. The delivery rates start at CAD$12.99 and can vary depending on distances and driving conditions. Your exact delivery quote will always be available to you before any delivery is confirmed with SnapGrab by using the "v1 /prepare" API call.
What are the fees for creating a SnapGrab Merchant account?
Having a SnapGrab Merchant account is 100% FREE. SnapGrab for Merchant is a pay-as-you-go service. You will only be charged for the services that you use whenever you use them.
How do I pay for SnapGrab Bookings?
SnapGrab Bookings can be paid with any major credit card at the checkout screen. When confirming your first Bookings delivery with us, the SnapGrab merchant portal will request your payment details to pay for that delivery order. Your payment card will be saved on your account for easy future use.
What options do I have when requesting a delivery with SnapGrab Bookings?
Merchant have several options when delivering with Bookings. You can request age verification for age-sensitive items and you can also request a return trip if there are items to bring back to your pick-up location(s).
What if I have multiple delivery orders going out at the same time?
Merchant who have more than five (5) deliveries going out at the same time can request a TRIP delivery in the SnapGrab Merchant platform. TRIP gives merchants discounted delivery rates for having one single pick-up by one single driver for all the orders included in the TRIP. The SnapGrab driver will then execute all the deliveries in an optimized sequence.
What if a customer is not available during a SnapGrab Bookings delivery attempt?
Before confirming a delivery with Bookings, the merchant will decide what the driver should do in the event that a customer is not available at the time of delivery. The merchant can choose between leaving the order at the lobby/front door or bringing the order back to the pick-up location, in which case an extra fee may be charged for the return trip.
What is a surge time for Bookings?
A surge time is when SnapGrab is experiencing higher-than-average delivery volumes or when traffic conditions are worse than normal. A surge time fee may be added to your delivery quote to maintain delivery reliability.
How do I edit my product list or menu in the SnapGrab Marketplace?
Directly within your SnapGrab Merchant platform, you can access your menu from your account settings. From here, you can add items, edit prices, add inventory count, and disable sold-out items. Your menu is customizable at any given time.
Why are my edits not immediately visible in the SnapGrab Marketplace?
Edits can take up to 24 hours to take effect. Some changes require a merchant account specialist to review them.
Can SnapGrab for Merchants work with large Excel or CSV lists for delivery information?
SnapGrab can work with merchants who have many deliveries in a CSV list. Please speak with a SnapGrab Merchant specialist for further assistance. We currently work with merchants in this fashion, yet we find it helpful to go over the details with you to make your deliveries run as smoothly as possible.
Will a merchant be paid out for a cancelled order through Marketplace?
Cancellations will always be verified with the merchant before any refund is processed for the customer. If the order is being prepared and the merchant refuses an order refund, then the customer will be charged for the order and the merchant will receive a payout for that order.
Can a merchant cancel a Marketplace order?
Yes. At any time, a merchant can cancel a Marketplace order. Depending on the progress of the order, a fee may be charged for the cancellation. Please consult the cancellation fee board for more information.
Can a merchant cancel a Bookings order?
Yes. At any time, a merchant can cancel a Bookings order. Depending on the progress of the order, a fee may be charged for the cancellation. Please consult the cancellation fee board for more information.
Drivers
Who are the Grabbers?
Our Grabbers are highly trained and vetted employees who pass security screening tests before joining our exceptional team If you are interested in becoming a Grabber
Will the same driver always be picking up my orders?
No. SnapGrab will dispatch your delivery order to the closest or most available driver at the time of delivery click here.
Can I have a dedicated drivers to take care of all my orders?
No. SnapGrab will dispatch your delivery order to the driver who is closest or most available at the time of delivery.
Can I contact my driver?
Yes. Your driver's contact information will be available to you in case you need to reach out to him. Please keep in mind that your delivery driver cannot answer all inquiries you may have. For most issues, please call SnapGrab Customer Help at 1-855-927-SNAP or email at Support@SnapGrabDelivery.com
Cancelations
How can I cancel my SnapGrab order?
On the order tracking page, you may be able to cancel an order by selecting "Help" and then "Cancel order". Orders can be cancelled any time until they are completed and may be entitled to a full, partial, or no refund.
Will I be refunded for a cancelled order?
If your order has been successfully cancelled within the cancellation window, you will receive a full refund for your order and a refund for any SnapCash that may have been redeemed for that order. You will receive a cancellation email with the refund information. Your full refund cancellation window expires one minute after the order has been received by SnapGrab.
If your cancellation window has expired, you can still request an order cancellation. Refunds will be at SnapGrab's discretion and you may still be fully or partially charged for that order. The status and fee for the cancellation will be indicated before you fully confirm the cancellation.
Please consult the cancellation fee board for more information.
Merchant account cancellation for Bookings, Bookings API and Marketplace.
Please refer to the Merchant section of the FAQS.
SnapGrab is only available on mobile devices using IOS or Android operating systems. From your mobile device click on the store that applies to your operating system.
