Frequently Asked Questions
HOW CAN I PLACE MY ORDER?
We have FOUR ways you can place your order with us all guaranteed with the same convenience and stress free experience that you would have coming into our store! You can place a order via email, website form, gourmet online catalogue, or phone order. All free of charge.
WHAT IS THE STORES EMAIL?
WHO PICKS MY PRODUCE?
Your produce is picked by our staff of personal shoppers. They are regularly trained in a hands-on produce course to ensure the highest quality selection.
DO I NEED TO BE PRESENT AT THE TIME OF DELIVERY?
Yes, someone over the age of 18 must be present. If someone over the age of 18 isn't present at the time of delivery, your driver will return your items and issue a refund to the credit card used, less any delivery and/or convenience fees. If your order contains alcoholic beverages, tobacco products or other age-restricted items, someone over the age of 21 must be present to accept and sign for the delivery. Valid (non-expired, government issued) identification confirming the age of the person signing for the delivery or pick up of any age-restricted items is required where that person reasonably appears to be under the age of 50. If you do need to reschedule a delivery, you must contact our Customer Care team at least two hours prior to the beginning of your scheduled delivery window in order to avoid any additional fees.
CAN I GET DELIVERY THE SAME DAY?
Yes, we have same-day delivery with as little as two-hour notice. However, delivery slots are filled on a first-come-first-served basis, so at peak periods two-hour and/or same-day delivery may not be available.
DO YOU HAVE ONE-HOUR DELIVERY WINDOWS?
Yes. With our one-hour delivery windows you can schedule a delivery at a time that suits you. We know you're busy, so we'll make sure you're not waiting around all day. Our innovative GPS-based technology will send you a SMS text message when your driver is approximately ten minutes away from reaching your delivery address.
CAN I MAKE CHANGES TO A SUBMITTED ORDER?
Yes, however, at this time, orders cannot be edited online. You will need to contact our Customer Care team to make changes to your order. Changes must be made no later than two hours prior to the beginning of your scheduled delivery window. Please note that changing your delivery date may affect prices and promotions. Also, promotional codes can not be added to an already submitted order.
IS THERE A MINIMUM ORDER AMOUNT?
No, there is not a minimum order amount. Note that some promotions require minimum purchases.
HOW MUCH IS THE DELIVERY FEE?
The delivery fee is based on the distance and driving time from our store to your home. Delivery fees typically range from $4 to $12 and may vary depending on the time of day.
WHY DOES MY ORDER CONFIRMATION SAY THAT PRICES ARE ESTIMATES ONLY?
The prices quoted at the time of your online order are estimated prices only. The actual order value cannot be determined until the day of delivery because of variations in product weights (e.g. variable weight items such as produce), available prices between the date you submit your order and the date/time your order is filled and delivered, substitutions, taxes, bottle deposits and item availability.
HOW DO YOU KEEP MY GROCERIES FRESH?
Your order is picked and delivered straight to you, door-to-door, typically from the our aisles to your home in less than an hour. Each one of our personal shoppers uses insulated bags and coolers to ensure your perishable items arrive in the best possible condition.
CAN I PLACE A DELIVERY ORDER FOR SOMEONE ELSE?
Certainly. At checkout, you can specify a different delivery address. This is helpful if you want to order groceries for a parent, friend or a student away at college. You can arrange the delivery at no cost to your receipient.
CAN I FIND ALL THE PRODUCTS ONLINE THAT I BUY IN THE STORE?
At present, we do not have all the items in our store on the site. However, if you do not find something on the site that you know is in store you may add it to special requests and the end of checkout.
HOW DO I PAY FOR MY ORDER?
We accept Visa, MasterCard, American Express, Discover cards. Cash, personal checks, and other charge accounts are currently not accepted.
WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?
Occasionally, we may run out of an item. At checkout we ask you if you would like us to attempt to substitute a similar item. You always have the option of returning a substituted item for a full refund. If you are dissatisfied with an item when it is delivered, notify your driver, and he/she will return it and your credit card will receive a refund for the price charged for the item. If an item is missing from your order, you have 48 hours from the time of delivery to notify Customer Care for a full refund. Note that certain items, including alcoholic beverages, baby formula and tobacco products cannot be returned or refunded once you have accepted delivery.
DO YOU DELIVER TO BUSINESSES?
Yes! Many businesses use this service to stock their break rooms with beverages, fruit, energy bars and other snacks. Business customers also order party trays for working lunches and company events. Our business delivery fees are the same as residential delivery fees.
IS MY PERSONAL INFORMATION KEPT CONFIDENTIAL?
DO YOU HAVE A SMARTPHONE APP FOR SHOPPING ON THE GO?
Not at this time, but our website is designed to work well on mobile-sized screens.
CAN I RETURN UNSATISFACTORY OR UNWANTED ITEMS?
If you are dissatisfied with an item when it is delivered, notify your driver, and he/she will return it to the store and your credit card will receive a refund. Upon delivery, you will be provided with the a receipt. If your driver is no longer present, you can return the items directly to our store using the original receipt. Note that, depending on particular policy regarding the item returned and the date of purchase, we may only issue store credit in refund rather than issue a cash refund to your credit card. Also note that delivery times are not guaranteed and convenience fees and delivery fees are not refundable.
WHAT SHOULD I DO IF PART OF MY DELIVERY IS INCORRECT?
If you receive an incorrect order, please notify your driver upon delivery and you will receive an appropriate refund. If your driver is no longer present, please contact our Customer Care team. To receive a refund for an issue with an order and/or delivery, you must contact us within 48 hours of your delivery.
WHAT ITEMS CANNOT BE RETURNED?
Certain items, including, but not limited to alcoholic beverages, baby formula and tobacco products, cannot be returned or refunded once you have accepted delivery.
WHAT SHOULD I DO IF I HAVE ANOTHER ISSUE?
We strive to make your shopping experience quick, convenient and simple. If at any time your expectations are not being met, please reach out to our Customer Care team and we'll do our best to make it right.
CAN YOU SHIP MY ORDER TO ME?
We offer local in-store pickup and/or delivery within our community. Unfortunately, we are unable to otherwise ship products.