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Frequently asked Questions |
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Q: How does this work? |
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| A: You order online, and our system sends 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. You can send us to run any errand, and you can choose any grocery store, or both. You can specify other errands, like dry cleaning pickup, when you submit your order. Our rates for shop / drive / errand service are $34.50/hr. [see our delivery rates info here] | |
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 directly 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 and there is no paper trail to verify who said what. Furthermore the process is time consuming (and therefore expensive for you - the customer) making it even more unfeasible. For elderly and disabled customers who do not have a computer, we offer a special plan called TOTAL CARE - which does include telephone ordering up to 20 products per order [more info]. | |
Q: What is Total Care? |
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| A: Total Care is a prepaid
monthly package that includes a weekly grocery delivery for a regular
customer at one low price. It is only available to elderly (over 65)
and disabled customers and it does allow limited telephone ordering.
When you purchase a total care package Austin Grocer will pair you
with a personal assistant who can shop for you and even run errands
for you at a set time each week. Get a weekly delivery and check up
call for someone you love at a low monthly rate. [more info on Total Care]. |
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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 small dolly with them for the purposes of facilitating the delivery and keeping your goods fresh. | |
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 512-785-1894 to see if we have anyone available to run your order. For more info on same day delivery please [click here!] | |
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. However, shoppers may refuse to enter for safety or sanitary reasons. | |
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) 785-1894. | |
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 printed in the early morning hours, but try to log into our web site and chage it yourself. It won't let you change it if the order has already been printed. Otherwise call us at (512) 785-1894 and we will see what we can do, but it may already be too late. | |
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 either contact us or you can let your them know directly if your shopper goofed! We'll give you their phone number upon request. | |
Q: What is your privacy policy? |
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| A: We value your privacy and we will not share your contact information with others. | |
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