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Frequently Asked Questions:
1. What time will my order be delivered?
Your delivery time depends on your check-in time:
Weekend delivery time is between 1pm-4pm
for early 1 pm check-ins.
Weekend delivery time is between 4pm-7pm
for 4 pm standard check-ins.
Weekdays deliveries have options for
12pm-3pm, 3pm-5pm, 5pm-7pm delivery windows.
2. What
if I am not sure what time we will get to the house?
You
can leave a comment in the comment box at the checkout. We are always open to
communication and coordination about delivery time. We can work around your
arrival time as long as we have clear communication on the arrival day. Please
call us on the day of the arrival as soon as you know that your arrival time is
delayed.
3. What happens to my
groceries if I am not at the house, will you leave them outside by the door?
We
will never leave the groceries outside unless specifically instructed by the
customer to do so. We will make sure to get in touch with you or your real
estate company to come to a solution.
4. How
much are the delivery fees?
Our
delivery fees are listed on the main/home page. Please scroll down the main page
for more information.
5. Do
you substitute if an item I picked is not available at the store?
This
is one of the options at the checkout. If you would agree on substitutions, a
shopper would just pick the closest item (always a very reasonable substitution
with a compatible price). If you choose that substitutions are not allowed, a
shopper will give you a call once they are finished shopping for your order and
suggest available substitutions that you can approve or deny. We only make one
phone call and if you are not available to answer, the missing items won’t be
substituted. A refund for the missing items will be issued in the form of
payment that was received for the original order. Please read more about
Substitutions in our “How It Works” page.
6. How
soon should I place my order?
Please
refer to “How it works” page, section 1. Scheduling a delivery
7. We have multiple
families staying at the house. What is the most efficient way to place an order?
You can register an account and distribute login information among all of the family members so they can all take turns working on the order form different locations. Please make sure to tell them to SAVE CART after each session, so that they don’t lose what they just worked on.
Another option is for
all the families to place separate orders and put a comment at the comment box
“additional order for (and you can indicate the main customer’s name or order
number that was placed by the first family)”. In such case we will combine
orders together and treat all these orders as one with only 1 service fee based
on the total amount of all the orders combined.
8. We have a few families that
are placing orders for the same home. Can you keep all of the orders
separately?
Yes,
we can absolutely do that. Every customer would place a separate order and
inquire separate invoices. The driver will arrive with the order/orders on the
time requested by each order. And all the orders will be completely separated
from one another. All orders will be kept separated and have their own spots in
the kitchen/fridge.
9.
Can we split payments?
Yes, you can split payments. Please send us an email indicating how you would like to split the payment and we will send separate invoices to all the parties. We would need each party’s names and email addresses in order to send the invoices.