FAQ - Frequently Asked Questions
Q: How far in advance should I place my order?
A: We recommend placing your order 14 days in advance. We monitor orders in queue to ensure appropriate staffing on your delivery day.
Q: Will you accept last minute orders?
A: We do accept last minute orders. Orders placed within 24 hours of delivery date may incur an additional $20 expedite fee.
Q: Are you open on holidays?
A: Yes, we’re open 7 days a week, 365 days a year.
Q: How do I make changes to my order after it has been submitted?
A: Log into your account and click the “Edit Order” link beside the order you would like to edit. Your order will be returned to the shopping cart where you can update quantities, add or remove items & add special instructions for your personal shopper. Once you are satisfied with your changes click the “Place Order Now” button and go through the checkout process again. Your billing and delivery information will be maintained from your original order but you will need to reconfirm your delivery date and time. Click the “Place Order” button to resubmit your order. You will receive an email indicating that your original order has been canceled and replaced with your updated order.
Q: When can I make changes to my order?
A: You can make online changes to your order up to 48 hours prior to the delivery date.
Q: What if I’d like to order additional items during my stay?
A: Please submit an additional order. Additional orders received after 12:00pm may need to be delivered the following day depending on delivery schedule availability. We’ll waive the $20 expedite fee for additional orders during the same visit.
Q: How can I re-order from a past order?
A: Log into your account and click the “Re-Order” link beside the order you would like to reorder. Your past order will be returned to the shopping cart where you can update quantities, add or remove items & add special instructions for your personal shopper. Once you are satisfied with your new order click the “Place Order Now” button and go through the checkout process. Your billing and delivery information will be maintained from your past order but you will need to confirm your new delivery date and time. Click the “Place Order” button to submit your order.
Q: What if I don't see the exact item I want on your website?
A: We have a large selection and we’ll do our best to find the product you are looking for. Select a substitute item and enter a note in the “Special Instructions” field for your personal shopper. Special instructions may be entered from a product page or from the shopping cart page before your order is submitted.
Q: What if an item I have requested is out of stock?
A: Your personal shopper will substitute a similar item. If you have specific substitutions in mind please enter a note for your shopper in the special instructions field.
Q: What if I have specific dietary or religious needs?
A: Please enter a note for your shopper in the special instructions field for the product. You must let your shopper know if they should select a substitute product that meets a special requirement. If no substitution is acceptable make sure to select the “No Substitutions” check box.
Q: Can I submit an order via fax or email?
A: Yes. Please visit our Order Offline page for instructions. You’ll miss out on all the fancy features our website offers so make sure to order online for the best experience.
Q: What should I do if there is a problem with my grocery order?
A: Your satisfaction is important to us! Please let us know of any issues immediately so that we can work with you to resolve the problem while you are in town.