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Frequently asked Questions |
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Q: How does this work? |
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| A: We send a personal shopper to the store on your behalf, they pick the orders and load them into specialized insulated shipping containers as needed. Goods are then brought to your location and unloaded. We can also run additional errands that you specify when you submit your order. | |
Q: What is your refund policy? |
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A: You are given a copy of the store receipt upon delivery, so have the ability to return incorrect products to the store yourself if you like. If your shopper really goofed up we'll get you into contact with them to decide the best way to proceed. Most of the labor fees go directly to the shoppers - accordingly any refunds will typically come out of their pocket. In any case Austin Grocer will only guarantee your order up to the total amount of the concierge delivery fee, so please check your order upon delivery for accuracy. You always have the ability to refuse products upon delivery if they are incorrect or damaged. As long as you check your order upon delivery you shouldn't have any problems. CLICK HERE for more details on how it works. |
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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 ship the groceries? |
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| A: Independent contractors transport the goods to your location in their own vehicles. They are required to keep insulated shipping containers and a dolly with them for the purposes of facilitating the delivery. | |
Q: How quickly can I receive my groceries if I order today? |
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| A: The online options allow you to choose delivery next business day when you check out. This allows us time to schedule someone to cover your order. If you really need it today you can call 576-7615 to see if we have anyone available to run your order. Same day delivery is not guaranteed to be available. There is a 1 hour surchage for same day delivery (in addition to the regular 1.25 hour minimum). If you would like it today, but would also accept it next business day, then you can go ahead and place your order online - then call 576-7615 (and leave a message if necessary). If we have someone available to run it same day we will get back to you asap. | |
Q: Do you bring the groceries inside? |
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| A: Yes the shoppers can bring the groceries inside for you, help you unload them, whatever you need. Keep in mind that the hourly rate will apply until the shopper is ready to leave your location. | |
Q: Can I pay with check or company account? |
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| A: Billing accounts are available to business customers with approved credit. We do not take personal checks from new customers. After you've used our service a few times you will see that the option to pay with personal check has been added to your checkout options. Corporate accounts are mailed a monthly statement fee for a processing fee of $4.50 and are given a NET 30 payment contract. 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 the day before delivery. You can also request that your shopper calls you when he begins your order (at check out). | |
Q: What if an item is out of stock or unavailable? |
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| A: You can tell us what to do in your shopping list. You can authorize additional stops for products that are particularly important to you. Some products are frequently out of stock so if you really need something particular this can be a good idea! | |
Q: Should I expect 100 percent accuracy for each delivery? |
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| A: Our shoppers are highly trained - but they're human. Occasional errors do occur. You can eitehr contact us or you can let your them know directly if your shopper goofed! We'll give you their phone number upon request. | |
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