Customer Service
Q: What if I am missing an item?
A: If you are missing an ordered item please contact us immediately at (604) 966-7770 this is a Whistler number so if you are using a cell phone you may need to add a 1 and 604 when dialing. We will locate the item and bring it to you as soon as possible. After 24 hours, we can no longer be responsible for missing items. We “triple check” all orders when they are picked up, packed and before they are delivered. It is extremely important for us to know if we made any mistakes so we can fix them immediately.
Q: How do I contest a charge on my credit card?
A: If you feel there is an incorrect charge on your credit card, please contact us immediately. We will work with you to identify the charge and settle any issues quickly and to your satisfaction.
Q: : There is a problem with my groceries, what should I do?
A: We handle all customer complaints seriously. Please contact us immediately at 604-966-7770 if you have any concerns about your groceries. We require you to contact us within 24 hours if you feel an item is missing. Our business rests entirely on delivering the highest quality of groceries in a timely manner so we always want to know if you are unhappy with your order.
Ordering
Q: What types of payment do you accept?
A:We accept Visa or MasterCard. You can determine which method you wish to use during the checkout process. All orders must be prepaid prior to delivery.
Q: My credit card got denied – I double checked the number and expiration date, and I know for sure there is enough credit on my card. What gives?
A: If you entered in the number and the expiration date correctly, your card may have been denied because the billing address you supplied us with does not match the address on file with your credit card company. Some credit card companies will not authorize the transaction unless we have the correct address – it’s for your own security.
Q: Can I change my order after it has been placed?
A:If you wish to change an order, please contact us (prefer email for clarification purpose) with the items you would like to change (add or delete) at least 24 hours prior to your scheduled delivery time and we will make adjustments on your credit card.
Q: How do I cancel an order?
A: Canceling an order can be completed by contacting us (again email preferred) and stating your name, order number, and request for cancellation. Orders need to be cancelled 24 hours prior to your delivery date. Due to health regulations, we cannot accept returns on any groceries once they have been delivered.
Grocery Questions
Q: Do you have a minimum order amount?
A: No. A delivery fee of $25 for grocery or alcohol, or $35 for a combination groceries & alcohol is added to every order regardless of the size of the order.
Q: How do I know my groceries are fresh?
A: We check each item for an expiration or pull date to make sure that you are only receiving the best possible quality item.
Q: How do you select your groceries?
A: Whistler Grocery Delivery employees focus quickly on picking only the groceries you select. Our employees understand the only way to keep customers pleased is providing them with the best Groceries, Produce or Meat items possible. We want you to be happy with our service.
Q: Where do your groceries come from?
A: We currently shop at a number of local grocery stores and specialty stores in the area. Our goal is to offer you a large selection of groceries. From customer service and prices to grocery quality and selection, the grocery stores we shop at must offer our customers a great selection.
Q: What do you do if an item is out of stock?
A: We attempt to obtain every single item on your list. At times, the item (s) you choose may be out of inventory. If this is the case, we will make every effort to find a suitable replacement.
Q: I want an item that is not in your list, what do I do?
A: We will be more than happy to add any groceries you suggest and do our best to acquire it for you. Please email us at info@localhost with your special requests, and we will make every effort to make it happen.
Q: What is your alcohol policy?
A: Alcohol, Beer, Wine and Spirits can be included with your grocery order. ID will need to be checked at delivery. (Canada law states you must be 19 years of age to purchase alcohol).
Q: What is your tobacco policy?
A: Tobacco products can be included with your grocery order. ID will need to be checked at delivery. (Canada law states you must be 19 years of age to purchase tobacco products). Please complete your request for tobacco products in the “special services” section.[/vc_column_text][/vc_column][/vc_row]
