FAQ

 

General FAQs

1. How does the platform ensure the quality of the groceries I receive?
   We work closely with trusted suppliers and implement rigorous quality checks to ensure the freshest and highest-quality products. Our team handpicks each item based on your preferences, and any perishable goods are handled carefully during selection and delivery to maintain freshness. We also encourage feedback, so if you’re ever unsatisfied, please let us know.

2. What safety measures are in place for delivery?
   Safety is our top priority. Our delivery team follows strict hygiene protocols, including regular hand sanitization and wearing masks as needed. In addition, we offer contactless delivery options so you can receive your groceries with minimal interaction, ensuring both your safety and that of our team members.

3. Can I customize my order preferences?
   Absolutely! We offer customization options to ensure your order meets your preferences. For example, you can request specific produce ripeness levels, brand preferences, or ask for no substitutions. Our platform’s customization features allow you to tailor each order to your specific needs, making grocery shopping a personalized experience.

4. Is there a membership or subscription requirement to use the service?
   No membership is required to place an order! We do offer subscription packages with benefits for regular customers, but anyone can use our platform and enjoy the convenience of home delivery, whether for a one-time order or more frequent shopping.

5. What should I do if an item is unavailable?
   If an item is unavailable, you can specify whether you prefer a substitution or would like the item omitted. Our team will do their best to find a comparable replacement. You’ll also be notified before checkout about any substitutions, so you stay in control of your order.

6. How do I contact customer support if I have an issue?
   Our customer support team is available through our in-app messaging feature or via phone for immediate assistance. Whether you have questions about your order, delivery status, or general inquiries, our team is here to help resolve any issues promptly.

 

Pricing & Payment FAQs

1. What payment methods do you accept?
   We accept all major credit and debit cards, as well as digital payment options such as Apple Pay and Google Pay. At checkout, you can select your preferred method for a fast, secure transaction.

2. Are there any hidden fees?
   Our pricing is transparent, and we make every effort to avoid hidden fees. The only costs are the price of the items, delivery fees (if applicable), and any optional add-ons or tips. You’ll see a full breakdown before completing your purchase.

3. Can I receive a refund if there’s an issue with my order?
   Yes, we offer refunds for specific issues such as damaged goods or incorrect items. If you’re unsatisfied with an item, contact our support team within 24 hours to initiate a refund or credit.

4. Is there a delivery fee, and how is it calculated?
   Delivery fees vary depending on your selected package. While some subscription packages include free or discounted delivery, a standard delivery fee applies for one-time orders. The fee is clearly displayed at checkout.

5. Do you offer discounts for regular customers?
   Yes, we offer discounts through our Rewards & Loyalty Program. As you shop and earn points, you can redeem them for discounts on future orders. We also occasionally provide special promotions and seasonal discounts.

6. How do I update my payment information?
   You can update your payment information in the account settings. Simply go to the “Payment” section, where you can add, remove, or edit your payment methods securely. All changes are immediately saved for future orders.

 

Service-Specific FAQs

1. How does the delivery scheduling work?
   You can schedule your delivery during checkout by selecting a preferred time slot. For added flexibility, we offer same-day and next-day delivery options, as well as advance scheduling for regular orders. Our goal is to fit deliveries seamlessly into your routine.

2. Can I order non-grocery items through the platform?
   Yes, we offer a variety of household essentials beyond groceries, including wellness products and select personal care items. Our goal is to provide a one-stop shop for all your household needs, making shopping as convenient as possible.

3. What if my delivery is delayed?
   While we strive for timely deliveries, occasionally delays may occur due to traffic or weather. In such cases, we’ll keep you updated through notifications and provide an estimated time of arrival. Our support team is also available for any questions or concerns during the delay.

4. Do you offer organic or specialty items?
   We offer a range of organic and specialty items to meet various dietary preferences. From gluten-free to vegan options, our platform is stocked with choices for customers with specific needs. You can filter for these items during the browsing and shopping process.

5. How does the platform handle perishable items?
   Our delivery team takes extra care with perishables, using insulated bags and temperature-controlled environments to keep items fresh. We prioritize these items during delivery to ensure they arrive at their best, even in warmer climates or extended delivery times.

6. Can I leave delivery instructions for my driver?
   Absolutely. You can leave specific delivery instructions during checkout, such as a preferred drop-off location or any access instructions for apartment buildings. This helps our drivers ensure smooth and accurate deliveries every time.