Frequently Asked Questions:



General, Delivery, Ordering, Customer Service, Grocery Questions, Membership, Security & Privacy

 

General

Q: What days and times do you deliver?

A: We deliver every day in 3 schedules – from 10:00 am to 12:00 pm, 2:00 pm to 4:00 pm, and 6:00 pm to 9:00 pm. The minimal order time is 48 hours before the day of your delivery.

Q: How can I contact you?

A: By e-mail

Delivery
 
Q: Why do I need to show ID?

A:We need to know that we are delivering your groceries to the right person.



Q: What if I am not there during the delivery time?

A: You may designate someone to be available at the residence to let us in, receive the groceries and sign for them on your behalf. You can add this name to the comments box on the buying process.

Q: Do I have to be there to receive my groceries?

A: Yes. We need you to check the groceries with the driver to ensure that your order was filled completely.


Q: Do I have to give an exact time of when I want my food delivered?

A: We cannot specify exactly when the delivery will be made during your scheduled time slot. If you are arriving by plane your food will be delivered at the time you arrive to your residence only if you book your airport transfer with us.

Q: Do I have to tip the driver?

A: Leaving tips is entirely up to you.



Q: Do you only deliver to vacationers?

A: NO! Anyone can make an order.



Ordering


Q: What types of payment do you accept?

A: We accept Visa, Master card, Amercian Express through PayPal and Stripe. Or you can choose to pay through your own PayPal account.

Q: Can I change my order after it has been placed?

A: If you wish to change an order, please contact us with the items you would like to change. We will accept any order changes up to 48 hours before the delivery date.

Q: How do I cancel an order?

A: Canceling an order can be completed by e-mail. Just contact us.

Q: Can I place a custom order?

A: Sure! Let us know what you need and we’ll let you know if we can help. We would love to help you out so please contact us directly and we can try to assist you with the order.



Customer Service

Q: What if I am missing an item?

A: The orders are checked before delivery. You will be signing for the order once it is unpacked at your residence. Please let us know on the order form when you sign for delivery what is missing and we will refund that amount.


Q: There is a problem with my groceries, what should I do?

A: We handle all customer complaints seriously. Please contact us immediately if you have any concerns about your groceries. We require you to let us know on the order form you sign if you feel an item is missing. Be assured that we triple check all orders when they are picked up and before they are delivered. Our business rests entirely upon delivering the highest quality of groceries available on schedule, so we always want to know if you are unhappy with your order. We do not list all brand names on the order form since you are coming to Mexico. All goods must be trucked into the state so not all items are always available. Substitutions will be made where possible on items not available. If you don’t want substitutions please indicate this by checking the box on your shopping cart and you will not be charged for the item that is not available.

Q: What is your return and refund policy?

A: Your satisfaction is our goal. We promise to make it right on every order every time. If you are dissatisfied with oour service, please contact us immediately. We will be happy to assist you.


Changes:


You can change any item or items up to 48 hours or more before the day of delivery. Changes can be made without a fee or penalty.


Cancellations:

Any order can be canceled up to 48 hours or more before the day of delivery. Any deliveries canceled by you result in a 10% administrative processing fee.

Notification of a cancellation must be received by Grocery Delivery Cancun, 48 hours before the day of delivery via: E-mail.


Grocery Questions

Q: How do you select your groceries?

A: Grocery Delivery Cancun has specialized employees shopping for you. Our team understand the only way to keep customers coming back is providing them with the best groceries possible.



Q: Where do your groceries come from?

A: We currently shop at a number of grocery stores in the area depending on your order.

Q: What do you do if an item is out of stock?

A: We attempt to get every single item on your list. At times, the items you choose may be out of stock. If this is the case, we will purchase an equivalent item of equal or greater value, if you have authorized it. If not, then you will be refunded for that item.

Q: I want an item that is not in your store, what do I do?

A: Please contact us and let us know what that product is that you want. If available, we will send you the price and you can then decide if you’d like to purchase it.