Shipping & Delivery
- Our shipping covers continental U.S. APO/FPOs and other states like Hawaii, Puerto Rico, Alaska, American Samoa, US Virgin Islands, Micronesia, Palau, Marshall Island, Northern Mariana Island.
- We are also shipping to CANADA
- The customer is responsible for the duties and taxes associated with the order.
- We do NOT ship to PO Boxes.
- UPS, USPS, and FEDEX Shipping options will be available for customer to choose from.
- We can only ship to the billing address or a confirmed address.
- 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.
- The $9.99 Flat Rate Ground Shipping Promo (WITHOUT FROZEN) has a weight limit 30lbs weight limit for all states EXCEPT:
- For states Hawaii, Puerto Rico, Alaska, American Samoa, US Virgin Islands, Micronesia, Palau, Marshall Island, Northern Mariana Island, these States ARE EXCLUDED FROM THE FLAT RATE GROUND SHIPPING PROMO.
- Additional fees will be invoiced for orders exceeded the weight limit.
- APO/FPOs is EXCLUDED from the $9.99 Flat Rate Ground Shipping PROMO.
- There is a FLAT RATE OF $20 for FROZEN packaging cost. This will be added on top of the flat rate ground shipping fee based on the customer's selected shipping option or rate.
- Additional fees will be invoiced for orders with excessive frozen items that will require more than one frozen packaging.
- Due to rising temperature and delays on ground shipping, we regret to inform you that we will TEMPORARILY SUSPEND FROZEN GROUND SHIPPING SERVICES effective 5/26/20 for the following states: 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).
- We highly recommend customers to select a faster or rushed delivery. 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.
- SPOILAGE DUE TO UNSIGNED DELIVERY OR CUSTOMER NOT ABLE TO RECEIVE THE DELIVERY WILL NOT BE REFUNDED.
- 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 your transit time.
IN-STORE PICK UP
- For orders made ON OR BEFORE 10AM (any day of the week except holidays), pick-up will be available after 2pm. We will call you to confirm your order is ready.
- For orders MADE BETWEEN 10:01AM TO 3PM (any day of the week except holidays), pick-up will be between 5pm-7pm. We will call you to confirm your order is ready.
- For orders made after 3PM, it will be ready after 2PM the next day.
- At this time, we only have Thursday, Friday, and Saturday.
- Orders must be made one (1) day ahead. We will call you to confirm the day and time of delivery.
- Delivery fee will automatically be calculated based on your distance from Pinoy Groseri location. If our system does not provide your the delivery fee, we will send you and invoice.
- We can only deliver up-to 20miles. For delivery beyond 20 miles, please call the store for pricing.
DAMAGED/RETURNS/MISSING ITEM/WRONG ITEM
- Customers must carefully inspect their order upon receipt. Pinoy Groseri Team has carefully packaged the orders to ensure that the package will be receipt in good condition including using materials that will protect the goods.; however, we will not be held responsible for any damages or lost packages occurred during transit as this is beyond Pinoy Groseri control. PLEASE CONTACT UPS OR THE CARRIER SELECTED DURING CHECK OUT AND FILE A CLAIM. The customer can opt to purchase an additional insurance and Pinoy Groseri will send an invoice. The customer shall monitor their order via the tracking number provided via email. 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.
- Pinoy Groseri will provide response within 7 days upon receipt of the claim.
- 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.
- 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 fails to provide additional information, Pinoy Groseri reserves the right to cancel or hold the order until the information is provide.
- 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.
- 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..
- Once the order is packed and loaded to our truck, the order cannot be cancelled.
- Some products has a short shelf-life and we will not be able to guarantee that the product will have a best by, used by, or expiration date longer than 6 months. Some products have only 1 month shelf life, some 3 months, some takes years; but, we guarantee that we do not ship expired products.
- Some products do not have "used by, best by, or expiration date. Instead, lot codes from the importer/distributor are shown.
- Returning non-expired items will be at the customer cost and will only be refunded upon receipt of the returned items.
- Request for modification shall be 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 ship the next business day.
- If there is/are product (s) that a customer need 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.