Shipping and Delivery Policy (As of June 13, 2023)
- We ship across continental U.S EXCEPT California.
- We DO NOT ship to PO Boxes at this time.
- Shipping via UPS and USPS will be available for customer to choose from during checkout. FedEx will be available upon request and maybe have additional costs.
- Sales Tax is charged on a local tax rate (PA and Philadelphia – 8%)
- Orders made on Friday or weekends will be shipped on the following Monday or next business day in case a Holiday falls on a Monday.
- FREE SHIPPING for Orders OVER $85 AND Under 30lbs.
- For states Hawaii, Puerto Rico, Alaska, American Samoa, US Virgin Islands, Micronesia, Palau, Marshall Island, Northern Mariana Island, these States ARE EXCLUDED FROM THE FREE SHIPPING. Retail Rates will be applied.
- For orders UNDER $50, $10 Shipping Fee will be applied. For orders BETWEEN $50-$85, $15 Shipping Fee.
- Excessive bottle goods and frozen goods may incur additional fees for the additional ice packs and packaging/cooler.
- Order exceeding 30lbs may incur additional fees. Note that for every $85 worth of order excluding discounts and taxes, is entitled to a 30lbs weight limit. Similarly, if your order $170, your order weigh up to 60lbs and so on.
- Expedited Shipping will be available for an additional cost.
FROZEN/BAKED GOODS/PERISHABLE ORDERS
- If your cart includes a Frozen Items, there is a FLAT RATE FEE OF $20 that will be added to your shipping cost EVEN IF YOU QUALIFY FOR FREE SHIPPING. This $20 is for the Frozen Packaging Fee (Cooler, Liners, Ice Packs). Whether you qualify for FREE Shipping or not, or selected a faster shipping service, the $20 Fee will always be added if you have a frozen item in your cart.
- Additional fees may be invoiced for orders with EXCESSIVE FROZEN ITEMS that will require more than one frozen packaging.
- FROZEN GROUND SHIPPING SERVICES are NOT AVAILABLE for the following states during Late Spring, Summer, and Fall: CA, OR, WA, NV, AZ, UT, ID, MT, WY, CO, NM, TX, OK, KS, NE, SD, ND, MN, WI, MO, AR, MS and LA. However, 1-DAY/EXPRESS or 2-DAY SHIPPING is available at the checkout when a frozen items are included in the cart. Consider separating the frozen from dry goods when ordering (if you’re on the aforementioned states) to reduce the shipping cost.
- We highly recommend customers to select a EXPRESS SHIPPING SERVICES (i.e., UPS Next Day Air, USPS Priority Mail Express). WE CANNOT GUARANTEE THAT THE QUALITY OF THE FROZEN ITEMS UPON YOUR RECEIPT. NO REFUND OR RETURN OR EXCHANGE WILL BE MADE FOR FROZEN ITEMS ESPECIALLY DURING SUMMER SEASON.
- Since Frozen Items are perishable due to varying temperature, the customer should carefully track the shipment and MUST RECEIVE THE SHIPMENT IN-PERSON at the day of the scheduled delivery. Also, Shipping with SIGNATURE REQUEST Service is available upon request for an additional cost. NO REFUND WILL BE ISSUED FOR ORDERS WITHOUT EXPRESS SHIPPING SERVICE, NOT RECEIVED IN-PERSON AND ORDERS WITHOUT SIGNATURE REQUEST SERVICE.
- Frozen items may be delivered or come as “Thawed” due to varying temperatures during transit specially for states in Mid-West and West Coast or states having 3-7 business days transit duration.
- Neither we nor our carriers, UPS/Fedex/USPS, can provide 100% guarantees on the shipment arrival.
- PINOY GROSERI reserves the right to cancel an order with Frozen Items if the weather/temperature is too hot and transit deemed risky and potentially may cause the frozen items to spoil.
- We will not be held liable for the delays due to carriers delays or issues during Christmas Holidays.
- Please order early or use select Express Shipping to expedite you’re the delivery and transit time.
IN-STORE PICK UP
- If Store Pick-Up is selected at the check-out, we will call you once your order is ready.
HOURS OF OPERATION
- Our online and shipping operation is from Monday to Friday, 9am-5pm.
- Emails and voicemails received outside the hours of operations will be addressed on the next business day.
- We are close during the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day.
- At this time, we only provide Saturday and Sunday local delivery services (Within 10-15miles of the store at Philadelphia.
- Orders must be made one (1) day ahead. We will call you to confirm the day and time of delivery.
- Select Store-Pick at the checkout and call us at (215) 516-6952 if you need delivery services.
- We can only deliver up-to 10miles.
DAMAGED/RETURNS/MISSING ITEM/WRONG ITEM
- Customers must carefully inspect their order upon receipt. Pinoy Groseri Team has meticulously packaged the orders to ensure that the package will be received in good condition have used cushioning materials to protect items on your order; however, we will not be held responsible for any damages or lost packages occurred during transit OR when delivered as noted in the tracking status, as this is beyond Pinoy Groseri control. PLEASE CONTACT UPS OR THE CARRIER SELECTED DURING CHECK-OUT AND FILE A CLAIM DIRECTLY WITH THE CARRIER. The customer can opt to purchase an additional insurance and Pinoy Groseri will send an invoice. The customer shall monitor their orders via the tracking number sent directly and automatically to the email provided by the customer. Customers are recommended to provide email address and phone number as this is the form of communication we will use.
- In order to submit a claim, the customer must perform the following:
- Provide a clear colored photo of the damage product within 3 calendar days from the date of receipt/delivery.
- Notify Pinoy Groseri via email about the issue.
- For orders with Frozen/Baked Goods Items, the customer MUST NOTIFY PINOY GROSERI at the day of scheduled delivery day via email only should the frozen items received have spoiled. NO REFUND WILL BE ISSUED FOR CLAIM AFTER THE SCHEDULED DELIVERY DAY.
- Pinoy Groseri will provide response within 7 days upon receipt of the claim.
- Once a return label is generated and issued to the customer via email, the customer shall return or mail the items back within 7 business days from the day the label is created. There will be no refunds or returns accepted once the items were not sent back within 7days grace period.
- In case of charge backs or a refund by the buyer, customer/recipient agrees to return all the items received in their original state and packaging to us. In the event that this cannot be done, customer/receiver will pay for the damaged merchandise in full. The bill will be paid in US dollars unless otherwise specified. A penalty of 10% per month will apply on unpaid/unreturned merchandise and overdue accounts, plus all costs of collection, including but not limited to reasonable attorneys' fees and office administrative fees.
- Our system flags a potential fraudalent/suspicious purchase due to multiple purchase attempts, inconsistent customer information, purchase by someone outside US but delivery to a customer within US OR Shipping Address is different from the Billing Address.
- Pinoy Groseri will reach-out via email or phone to request for additional US government issued ID to verify address and names.
- Should the customer fail to provide additional information, Pinoy Groseri reserves the right to cancel or hold the order until the information is provided.
- Order cancellation must be done via email indicating their name, and the order number. If the name given is different from the registered name on the account, Order cannot be cancelled. Additional verification will be made.
- Once the order is packed and loaded to our truck, there will be a $15 cancellation fee.
- Pinoy Groseri cannot guarantee that all items included into the customer's cart will be fulfilled at the time the order is processed. Items not available at the time of packing will be refunded.
- Pinoy Groseri will try to reach out to the customers via email or phone to offer substitute whenever possible.
- Request for modification shall ONLY be made via email.
- An invoice will be sent if the additional order has caused to exceed the weight limit of the promo.
- If the order is packed and a modification request is received or made, the order will be shipped the next business day.
- If there is/are product (s) that a customer needs critically, please send us an email or add a note too your order prior to completing your check-out. Should this critical item is not available, we will certainly reach-out vial email or phone.
MAP FOR ESTIMATED TIME OF DELIVERY
Pinoy Groseri reserves the right to update its policy anytime without prior notice to protect its interest.