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Order Changes,Returns and Cancellations

How do I make a change to an order?

You can add to or reduce an order the business day (M-F) prior to delivery, up to 5PM. If you'd like to reschedule your delivery time you need to contact us as soon as possible, no later than the business day before delivery. You may contact us at service@yourgrocer.com or 1-914-347-0006. In the event that you make changes the day of your delivery, we will contact you and let you know if we were able to make the change. Your order may have already been selected and prepared.

How do I cancel an order?

If you decide to cancel an order, contact us the business day before delivery is due. You must notify us by 5PM. Call Customer Service Monday-Friday: 9AM - 5PM at 914-347-0006, or email service@yourgrocer.com and we will process your request. There will be a delivery charge for orders cancelled on the day of delivery, or after 5pm the day before. In addition, you will be charged for any perishable items (such as fresh vegetables and frozen items) in such orders since they cannot be reused.

How do I return or exchange an item?

When our driver delivers your order you may give him back the item(s) you do not want, right away. However, please note, perishable items and alcoholic beverages are non-returnable, unless there is a quality issue. If an item is marked on the driver's invoice copy as a return, you will not be billed for it. (We bill you the business day following delivery.) If you receive an item you are not satisfied with, contact us and we will arrange for a replacement or credit. Requests for a replacement or credit must be made within 7 days of delivery. Unless there is a quality issue, returned items must be unopened/undamaged and in its original packaging.

What should I do if an item is missing from an order?

Our delivery person will check through your order with you when he makes the delivery for any item that is missing or not acceptable. A note should be made on the driver's copy of the invoice and customer service will issue you a credit automatically within 48 hours. If your order was left for you, please contact us at service@yourgrocer.com or 1-914-347-0006 and tell us your name, the order ID number and exactly what was missing or unacceptable about your order. Depending on your location, we will either arrange for a re-delivery or issue a credit for the item to your credit card. Same day re-delivery is not available.

What if no one is available to receive an order?

If no one is available to receive your order during the scheduled delivery time window, you will be charged the delivery fee and 100% of the cost of perishable items in your order (such as fresh vegetables and frozen items).

We will be happy to set up another delivery date if you call customer service at 914-347-0006. There will be an additional delivery charge.

Substitutions
 
What happens if an item I ordered is out of stock?

We try to keep the products in our inventory in stock at all times. However, from time to time, due to increased demand, an item you ordered may be out of stock. In these cases, we will try to substitute the out of stock item for an item of equal value and quality. If the substituted item is a "lesser brand," it has been offered to you for your convenience and not to save us money. The substitution will be brought to your attention when your order is delivered unless we are able to reach you by phone earlier. You will always have the option of refusing any substitution. If an order with a substitution is left with your doorman or on your porch, you have the option of calling us to have the substituted item exchanged or for a credit to your credit card.

Bottle Deposits

Why is there a bottle deposit charge on my bill?

When you purchase a case of soda or seltzer a charge of 5¢ per container is assessed. Effective 10/31/09, bottled water (including flavored or nutritionally enhanced water, which does not contain sugar) is charged a bottle deposit.

You can return these empty cans and bottles to our office at 258 Saw Mill River Road, Elmsford, NY. Please call 914-347-0006 for current hours and to arrange a drop-off time.
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