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Frequently asked Questions |
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Q: How does this work? |
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| A: It's easy - just pick out the groceries you want online and we deliver it a day or two later. We buy the products from the local grocery store in the early morning and resell them to you upon delivery at the prices listed online. We now act as bonafide buyers and sellers and we do collect sales tax on taxable products. When you check out you pay $9.95 for delivery plus tip. On the checkout screen you'll be able to pick a delivery day - sometimes as soon as the very next day! We gather your orders in the morning and drop them off the same day. Delivery is available Mon-Sat 12p-9p - see the final checkout screen for exact delivery time availability on any given day. | |
Q: What is your refund policy? |
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A: Austin Grocer™
guarantees the accuracy of your delivery and that the freshness
of your groceries will be maintained from the store to your door.
If you are in any way unsatisfied with the products delivered please
let us know within 48 hours of receipt of your goods. Please do
not wait more than 48 hours to report a problem, or the guarantee
becomes void. It is your responsibility to check your order promptly
upon delivery. Please note, we cannot guarantee the availability
of special requests and we will not do a free re-delivery because
one of your special requests was not available to us. Products that were damaged upon receipt should be reported immediately and while the driver is still present. Damaged products will be refunded in full, but they must be returned to your driver (you can't keep them). Any returned products must be unopened, usable, and in their original packaging. If we ship you an incorrect product we will not refund it until you have returned it to us. Prefferably you should do so on your next order. If you do not plan to order again we will either refund it or come pick it up as necessary. Shopping and Delivery errors: Even though every order is verfied by a second person before it leaves the store, shopping errors do happen sometimes. Due the cost of drive time and gas we cannot issue a free re-delivery for every little thing that comes up. For substantial mistakes we may send a driver back out to exchange and/or bring additional items to you. However for small errors we will offer you a credit to your account. Unless the matter is super urgent you should always report problems via ***email*** |
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Q: Do you take orders via telephone and fax? |
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| A: We are primarily an online shopping service and do not generally accept orders via telephone. It is very difficult to relay a list verbatim via telephone, and in our experience errors in translation are too problematic. Furthermore the process is time consuming (and therefore expensive for you - the customer) making it even more unfeasible. | |
Q: How do you do it so cheaply? |
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| A: If you're like many of our customers, you may be wondering how in the heck we manage to provide this service. Its less than a taxi, and they don't do any shopping for you. Its less than room service, and they don't even have to drive! Even with the per item surcharge, having your groceries delivered is generally cheaper than shopping for yourself at a convenience store or higher end grocery store such as Albertson's or Randalls. If you don't believe us then take the Price Guarantee challenge - go to Albertsons.com and see for yourself. | |
Q: How do you ship the groceries? |
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| A: To fulfill deliveries in the Greater Austin area, Austin Grocer™ delivers groceries in company vehicles from 12pm-9pm. Deliveries are scheduled in 2 hour time blocks. Insulated grocery tubs and ice packs keep your refrigerated goods cool, while frozen goods in transit for more than 30 minutes are stored in an ultra-cooled freezer. | |
Q: How quickly can I receive my groceries if I order today? |
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| A: Unfortunately we do not ship express same day. You can usually get it delivered next business day (closed Sundays) as long as you complete your order before 8pm. You should click on the 'check out screen' to verify the exact time slots available to you for any given day. | |
Q: Do you bring the groceries inside? |
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| A: Generally, the answer is yes. However, your delivery driver may choose not to enter your home at his or her discretion. Please be sure that you have all pets secured before inviting your delivery driver into your home. Also be sure that the walkway is cleared of debris and well lit. Please keep in mind that we provide store to DOOR delivery service; your delivery driver is not obligated to enter your home. If you need the driver to put the groceries away for you or perform additional tasks inside your home then tipping would be good practice. | |
Q: Can I pay with check or company account? |
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| A: These options are generally available to business customers only. If you are disabled and have special needs which prohibit you from making an online payment please call us to discuss other options such as setting up a billing account. For your business, we can setup corporate spending account as needed to better work with your billing department. Corporate accounts are mailed a monthly statement fee for a small processing fee and are on a NET 30 payment agreement. Please call us with any questions you may have at (512) 576-7615. | |
Q: Oops I made a mistake on my grocery order! What can I do? |
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| A: The earlier you submit your request for a correction the better the chance that we will be able to affect the change. Orders are packed in the early morning hours, so it is always best if you submit your changes before 8pm on the evening before your delivery. | |
Q: What if an item is out of stock or unavailable? |
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| A: We will try to find the best available substitute unless you tell us not to. Your delivery driver will inform you of any substitutions upon delivery. If you are unhappy with the substitute you will have the opportunity to refuse it at the door for a full credit. When substituting an item we will first try to locate a different size or brand, and next resort to a similar flavor. If we cannot find anything we think you will accept then we will just issue a credit for the item to your Austin Grocer account or refund it as necessary. | |
Q: Should I expect 100 percent accuracy for each delivery? |
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| A: Unfortunately no, you should not. Generally speaking you can expect an accuracy rate of about 98 percent. Just as if you were shopping yourself, some items will be out of stock. Furthermore, while our shoppers are highly experienced at locating your requested items, occasional errors do occur. | |
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