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FREQUENTLY ASKED QUESTIONS:
Life’s a Beach! Leave the Shopping to Us
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General
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Q: What days and times do you deliver?
A: We deliver daily to all of Maui County ( Islands of Maui, Moloka’i & Lana’i). Your items will be delivered to your room and put away prior to your arrival, OR if you are already here between the hours of 8:30 am to 7pm. We are proudly serving all hotels, condos, resorts and homes throughout Maui County.
Please click here and you will be connected with
Our affiliate on Kauai, www.kauaikiss.com/
Our affiliate on Oahu, Honolulu, www.islandgroceryservice.com
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Q: How can I contact you?
A: The easiest way to contact us is by filling out our
contact form or by calling 808-866-6887 & 808-866-6403 between the hours of 8:30 AM - 7
PM Hawaii time or 10:30 AM - 9 PM Pacific time. We receive this form immediately and
will respond as quickly as possible. Please visit our contact us page for other
methods of contacting us.
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Q: Can I place additional orders once I arrive at my vacation destination if I don't have access to a computer?
A:We will accept additional orders for next day delivery via email info@mauigroceryservice.com by Noon and we will deliver your order between 8:30am to 7pm the next day. If you do not have a computer with you please check with your hotel's front desk and they will direct you to one, or you can call us at 808-866-6887 & 808-866-6403
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Delivery
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Q: What is your delivery range?
A: We deliver to all of Maui within 24 hours. For Lana’i and
Moloka’i(Please call for Molokai delivery info) Please allow 1 extra day to make Ferry arrangements, ferry +
delivery charges are $250.00. Your order will be promptly taken care of and
have it stocked in your room prior to your arrival OR if you are already here
between the hours of 8:30 am to 7pm the next day.
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Q: Can I order the same day I want it delivered?
A: Possibly *. We need to have time to shop, deliver and stock your grocery order in your room thus enabling us to offer you the highest level of service. If you order by Noon it will be delivered the next day between 8:30 am to 7pm.
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*Same Day Delivery:
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If you are ordering for same day delivery the order must be in by 8 AM to be delivered by 6 PM the same day and there is a surcharge of $10.00. You will be notified if we cannot meet the 6 PM delivery time.
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Q: Do you have a delivery fee?
A: Our delivery fee is $59.00 as that includes shopping, unpacking your order and putting your groceries away in your room.
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Q: Do you deliver to other areas or islands?
A: We deliver to Hana, Lanai and Molokai, delivery fee is $250. For Hana if you would like only a $59 delivery fee we can meet you near the Kahului airport with your groceries.
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Q: What if I am not there during the delivery time?
A: No need to worry and we work with the hotels and resorts to insure your order is delivered and put away in a timely manner, this is why we ask for your accommodation name, room number (if known), time of arrival and any local contact info we may need to coordinate the delivery.
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Q: Do you only deliver to vacationers?
A:No. We also to delivery to local residents.
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Customer Service
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Q: What if I am missing an item?
A: If you are missing an ordered item please contact us
immediately at 808-866-6887 & 808-866-6403 these are Maui numbers so if you are using a
cell phone you may need to add a 1 and 808 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
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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.
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Q: : There is a problem with my groceries, what should I do?
A: We handle all customer complaints seriously. Please contact us immediately at 808-866-6887 or 808-866-6403 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.
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Ordering
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Q: What types of payment do you accept?
A:We accept credit/debit cards. Presently, they are Visa, MasterCard, JCB, AMX, and Discover. You can determine which method you wish to use during the checkout process. All orders must be prepaid prior to delivery.
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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.
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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.
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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 arrival date. If it is later than that a $20.00 cancellation fee will be incurred.
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Grocery Questions
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Q: Do you have a minimum order amount?
A: NO minimum order
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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.
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Q: Where do your groceries come from?
A: We currently shop at a number of grocery stores in the area. Costco, Safeway, Foodland, Wholefoods and other Specialty stores, based on your order. 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 must offer our customers a great selection.
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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 stock as about 80% of all grocery items are transported by ship or can be of poor quality. If this is the case, we will make every effort to find a suitable substitution.
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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. At the end of your order please add those items not found on our site in the “special instructionsEand we will contact you about their availability. Please click here to suggest items you would like us to add and we will do our best to obtain the requested item (s).
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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. (Hawaii law states you must be 21 years of age to purchase alcohol).
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Q: What is your tobacco policy?
A: We do not offer for sale any tobacco products.
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Security & Privacy
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Q: Do you sell or trade my personal information?
A: ABSOLUTELY NOT! We value your privacy and ensure your information is protected and only used internally to improve your experience. Your information can only be accessed when you sign in or by request.
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Q: What is Maui Grocery Services Privacy Policy?
A: Read Our Privacy Policy
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Q: How do I know my order is secure?
A: At , we want you to feel safe while shopping with us. That's why we use Authorize.net for our credit card processing. Authorize.net is a trusted provider of Internet infrastructure services for the networked world. Millions of times each day, its SSL, identity and authentication, and domain name services allow companies and consumers all over the world to engage in trusted communications and commerce.
Authorize.net verifies our address and business standing for your comfort. In addition they encrypt all of your personal information, including name, address and credit card number, as it is submitted to our Web server. Once received, your personal information is stored in our secure data center.
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Q: Can I give you feedback/suggestions?
A: Definitely! Your suggestions are what created our business, and your suggestions are what will make our business grow. We love to hear what you have to say about any facet of our business and encourage you to let us know any thought you have about Maui Grocery Service. Send any comments, suggestions, or feedback to us. info@mauigroceryservice.com
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Mahalo for your time and we look forward to serving your needs. Now it's time to look forward to your vacation in Maui.
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