Localie - Frequently Asked Questions


Making your life more practical, this is Localie’s main mission. From the moment you order your favorite dish, to shopping at the supermarket, you can count on our services day-in and day-out, to solve unforeseen events and make everything simpler.

So that you can understand how each of our services works, we have put together frequently asked questions on this page. This is the place where you will find the answers you need to use Localie to the fullest.


  • Nothing better than starting at the beginning.

    Localie is a platform and an application that offers order pickup, and vendors’ own deliveries of food and any product. Unlike other services, Localie goes far beyond food delivery. Whether via smartphone or website, you can order everything you need from wherever you are.

    A simple way to understand Localie is to think of the service as a personal assistant that helps you in different situations. With Localie you can:

    • Shopping in supermarkets
    • Order food in restaurants
    • Order from pharmacies
    • Buy your next gift
    • And much more!

    In the Restaurants tab, you can select your favorite establishments and dishes to be picked up, or if the vendor offers delivery, you can wait for it in the comfort of your home or office. In the Stores section, you can find supermarkets, 24-hour pharmacies, liquor stores, and other specialized establishments, such as for the care of your baby.

    The truth is that, with Localie, you can order anything you need, wherever you are.

  • Like those well-known delivery apps, Localie is also a food ordering service. But not only that, ordering meals from our partner restaurants is just one of the things we offer. Unlike the others, Localie also offers products from many different stores like pharmacies, supermarkets, and even your pet shop. You can order pretty much “anything”, the sky is the limit.

  • Localie was created in Canada in 2020. The idea came from the crisis situation we are living in at the moment and as a solution to help our community to get what they want and need, in a safe and more affordable way.

  • The number of cities in which Localie is present grows every week. To find out if your city already has Localie, be sure to follow our social networks – Instagram, Facebook, and Twitter – these are the official channels where we always announce new cities.

Account & Membership

  • Localie is an ordering service app that allows you to find anything, wherever you are.

    To use the service, simply register, using the application (Android or iOS) or the website, and by filling out your profile.

    To use Localie, simply download the app, choose the service, add the desired product to the cart, and make the payment. Simple and fast.

  • Paying for your order at Localie is very easy. The application offers several payment methods. When confirming your purchase, you will see the available payment options:

    • Credit card.
    • Debit card.
    • PayPal.
    • Stripe
    • and many more coming soon!

    Localie is constantly developing and looking for partners to offer new forms of payment.

  • Localie will charge the vendor a small fee, only if we bring a buyer to purchase on their online store; if no sales are made, no fee charges will be presented. Registering and gaining access to your online store is completely free of charge, and all features in the eCommerce system are available to you, always free.

    Our Localie admin fee is only 3.9% per transaction, that’s way lower than any delivery app out there, which can vary from 20% to 30% depending on the app! Our aim is to allow vendors to present their best and lowest price to our network of buyers and at the same time, give them the opportunity to build their business without the hassle of giving away up to 1/3 of their revenue. Our focus is to foment the local market with the “Buy Local” initiative, helping businesses to get recognition in their area and beyond.

    Localie accepts all kinds of credit card payments through Paypal and Stripe, with many other options coming soon such as Apple Pay, Google Pay, and more. Depending on the selection of the payment processing company the user/buyer chooses to process their payment with, these companies will apply their own processing fee on the transaction, thus eliminating any third-party fees that your physical store actually has with payment processing companies such as Interact, Square, and others, allowing you to receive your money fast, securely, and directly in your bank account.

    So you see, Localie fees are considerably lower than those delivery platforms you are so familiar with. Our objective is to increase your revenue and foment sales at the same time, for you and our user base. Register now, and start increasing your sales with Localie!

Benefits & Features

  • If you are always shopping with Localie, LocaliePlus is for you. The service is a monthly subscription plan, for which $20 per month, ensures that your purchases over $20 on your credit card have free shipping. In addition, you do not pay any extra fees, either for busy days or delivery times.

    LocaliePlus is automatically renewed every 30 days but can be canceled at any time in your settings.

  • Localie Rewards or Credits is an exclusive payment method for Localie. The service works as a rewards program for using the platform. Every time you shop at Localie, you will receive a 1% reward from your shopping. You will be able to use these credits in the future for any purchase you make in the platform, giving you even more for your money.

    To use your Localie Rewards simply check the option before completing the order, when choosing the payment.

  • Unlike Localie Rewards, discount coupons are promotions created by Localie and partners to offer temporary and limited-use promotions. Discount coupons are offered through social networks and other channels.

    To use your discount coupon, you must add it at the time of order payment in the specific field. When inserting the coupon, the discount amount will be applied to the total of your order. Remember that each coupon can only be used once, even in cases of order cancellation.

    Always remember to check the terms and conditions of each coupon, as the rules may change from one promotion to another.

    If you have a problem with your coupon, for example, the discount is not applied automatically, send screenshots from where you got the coupon and contact Localie.

  • The number of cities in which Localie is present grows every week. To find out if your city already has Localie deliveries, be sure to follow our social networks – Instagram, Facebook and Twitter – these are the official channels where we always announce new cities.

Orders, Returns & Exchanges

  • Unforeseen events happen. So don’t worry if you need to cancel a Localie order. The best time to cancel your order is before it is even accepted by one of our merchants. However, if this has already happened, don’t worry, just follow the instructions:

    1. Click the help button
    2. Cancel my order
    3. Select the reason for the cancellation
    4. Cancellation is done

    In the process of cancellation, Localie will display a message explaining the refund terms and conditions for cancellation.

  • When canceling an order, Localie will indicate the information regarding the cancellation policies. If the order has already been accepted by the establishment, unfortunately we have to charge you both the value of the product and the freight. If the charge is not required, the money will be refunded to you.

    It is important to be aware of the deadline for the refund of the amount, which can be up to ten business days. In addition, it is necessary to take into account the closing of your invoice, and you can extend the period up to 60 days. In case of payment with PayPal, the return is faster and you will be notified by email.

    An important tip: always remember to take a screen print, as Localie may need this information in some cases.

    If necessary, you can contact Localie Account through the help center, in the lower right-hand corner of the application.

    Do not forget to attach a screenshot of the screen showing the problem and soon, we will return you with a solution.

  • Of course, we don’t want that to happen, but sometimes it may be that your order is canceled by Localie.

    There are different reasons that can explain the cancellation. But, if it happens to you, don’t worry. Create a request in our help center and our customer service will contact you as soon as possible. As each situation has its specificity, wait for our contact to be guided on the next steps.

  • Our couriers work to take your order at the agreed time. But, unforeseen events can happen.

    If your Localie order is delayed please contact the vendor directly via the vendor store support chat or contact form. In this way, we will help to resolve the situation as soon as possible. Another option you have is to open a request through the Localie help center.

Other Questions

  • First of all, we are sorry that you are experiencing this situation. We want to help you resolve this as soon as possible.

    In order to resolve this situation, we ask that you take a picture of the damaged order / product and send a message to our service center explaining in detail what happened.

    We will contact you as soon as possible to help resolve the situation.

  • We are sorry that your order has not arrived and we want to help you resolve this as soon as possible. For this, you need you to send us screenshots with the order through a detailed message to our call center.

    When we receive your message, we will contact you to resolve it as soon as possible.

  • To resolve technical issues, send us a message in the help center. We will come back to you with a solution to the problem as soon as possible.

  • There are a few reasons why we block accounts. If you think there was an error this happening, please contact us. Just leave a message in the help center and we will get back to you with a solution.

  • Every time you make a purchase using the “credit card” payment method, we issue a pre-authorization to certify the validity and limit of your card. It’s like a test. The amount we use for this transaction is the total order amount.

    As soon as the order is completed or canceled, we will revert this authorization immediately. It may be that, according to your bank, the amount still takes about 10 days to disappear from your invoice.

    If the improper charge you identified is not related to this issue, or if the chargeback is taking too long, talk to us at the customer service center. The more details we have, the faster we will get back to you with a solution.

  • If you’ve made it to the bottom of this page and still haven’t found your answer, no problem.

    If you have a question or problem that you do not know how to solve, just access our help center in the lower righthand corner of the application, search for a problem similar to yours and contact Localie.

    Then, just wait for us to contact you via email, SMS, or even a phone call. We want to resolve your situation as soon as possible, so count on us.