Questions & Answers

  1. I have been trying for days yet never see an available time or day. Is there a problem?

    • No, there is nothing wrong with the site. You will not see or be able to select a day or time for your order until a slot is available

  2. When are new slots made available?

    • Our new slots become available each day. They are not released during off-hours such as the middle of the night. They are progressively made available throughout the day, beginning at 9am and typically ending at 6pm. The slots are released at the top of every hour.

  3. Am I able to change my order once it has been submitted?

    • No, unfortunately at this time, orders cannot be changed after they are submitted

  4. I selected the date and time, does this mean my order is complete?

    • No, simply selecting a date and time does not ensure you will have secured a pickup or delivery slot. Once you have selected your day and time and continued on to the next page, you will only have a short period of time to complete the checkout process before that slot is re-released to the public.

  5. How will I know for sure that my order went through?

    • You will be directed to a confirmation page where an ORDER NUMBER will be provided. Furthermore, you will receive an email confirming the order, which will also have the same ORDER NUMBER. Please understand that if you did not receive a page and email confirmation with an ORDER NUMBER, then your order did not go through and you must try again.

  6. Why am I being charged the full amount of my order before I’ve picked it up?

    • You are not being charged the full amount. Our credit card processing company “Authorizes” your account for the full amount of the submitted order. This authorization is not a withdrawal, rather a hold on your account. The authorization is released once the final order is fulfilled and picked up. This is when your account will reflect the final charges for your order. This process may sometimes take 1-2 business days after the date of your fulfilled order.

  7. Why am I seeing an additional smaller charge on my credit card/bank account?

    • Aside from our credit card processor, our website mandates a “Provisional Hold” of either $5 or 10% (whichever is higher). This will be released once the final order is fulfilled and picked up.

  8. Why am I missing items from my order?

    • We do our best to substitute a “like” item with a comparable price if the item you selected is unavailable. Occasionally, we are not able to fulfill all items in your order, which can be reviewed at any time after your order is picked by logging into your account and viewing your current order in the “My Orders” section of your account. Rest assured, you will not be charged for any items that we were unable to fulfill.

  9. Who do I contact if I have questions about my order?

    • Please send us an email by clicking on the “Contact Us” link at the top of this page. Please refrain from calling the store as emailing will give us time to properly research any issues.

  10. Why did the price change on an item after my purchase?

    • We do our best to give our customers the most competitive price available. All pricing is based on daily supplier cost which can cause the price of an item to decrease or increase.