FAQ
What is your replacement and refund policy?
Our aim is to deliver top-quality products that meet your satisfaction so you won’t need to return anything. However, in the rare event that a return is necessary, we are happy to replace any unsatisfactory items.
If you prefer a refund instead of a replacement, please present the receipt. Refunds will be issued in the original form of payment (cash for debit card transactions, credit back to the credit card).
Store Management reserves the right to refuse any refund at their discretion.
Who delivers my order?
We use trusted courier partners to bring you on-demand same-day or next-day delivery. The courier will pick up the order from the store and drop off your order at the address listed on the order. When an order is delivered, you’ll receive a text notifying you of the delivery of your package.
How do I report an issue with the courier who delivered my order?
If a courier breaches our policies, we will flag them to prevent further deliveries for Fresh Groceries. To report any issues with your courier, please contact Customer Support.
Why is my delivery late?
Deliveries may be delayed due to various factors, including:
- Traffic conditions
- Weather conditions
- Incorrect delivery address
- Missing Apt/Unit/Floor number in the address
- Invalid or incorrect phone number
- Merchant stock availability
- Courier availability
- Order size
How can I prevent delivery delays?
To avoid delays in your delivery, we suggest the following:
- Double-check that your delivery address is accurate
- Ensure that any Apt, Unit, or Floor numbers are included
- Verify that your phone number is correct
- Keep your address and phone number updated in your account settings
- Provide the driver with clear drop-off instructions