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How It Works
FAQs
About Us
Delivery Information
Contact Us
Participating Hotel/Rental Properties
Aston Properties
Castle Properties
Aqua Hospitality
Captain Cook Resorts
 


FREQUENTLY ASKED QUESTIONS:
You're here to enjoy the Shore...while we are at the Store.. for you!

GENERAL INFORMATION:

Q: What days and times do you deliver?
A: We deliver daily
to our contracted hotels (please see list below) at a time to make sure your items are in your room and put away prior to your arrival. OR if you are already here between the hours of 3 PM and 6 PM. If you are ordering on a prearrival basis we request your hotel, airline, its flight number and estimated time of arrival. Presently we are serving these listed hotels in Waikiki with more to come in the coming months.

Aloha Towers
Aqua Bamboo & Spa
Aqua White Sands
Aston Executive Centre Hotel
Aston Pacific Monarch
Aston Waikiki Banyan
Aston Waikiki Beach Tower
Aston Waikiki Sunset
Aston Waimea Plantation Cottages
Canal House
Captain Cook Resorts
Castle Hokele Suites
Castle Kaha Lani
Castle Kiahuna Plantation
Castle Lae Nani
Castle Lanikai
Castle Makahuena at Poipu
Castle Poipu Shore
Castle Waikiki Grand
Castle Waikiki Shore Beachfront Condominiums
Diamond Head Beach Hotel
Discovery Bay
Disney Aulani
Distinctive Homes Hawaii
EWA Hotel Waikiki
Fairway Villas
Four Paddle
Hawaii Student Housing
Hawaii Student Suites
Hilton Grand Vacations
Hot Homes in Hawaii
Ilikai Hotel & Suites
Ilikai Marina (different than Ilikai Hotel)
Ilima Hotel
Island Colony
Island Colony Hotel
KoKo Resorts
Marina Hawaii Vacations
Marine Surf
Ohana Beach Rentals Hawaii
OHANA East
OHANA West
Royal Aloha
The Imperial Hawaii Resort @ Waikiki
Waikik Banyan
Waikiki Beach Tower
Waikiki Park Heights
Waikiki Shore
Waikiki Sunset
Wyndham at Waikiki
Please click on the following links to be connected to our affiliates:
on Kauai: www.groceryguys.org

Q: How can I contact you?
A:
The easiest way to contact us is by filling out our contact form or by calling (808) 922-4670 between the hours of 7 AM - 7 PM Hawaii time or 9 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.

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 your order for next day delivery as long as it is sent to us via email by Noon and we will deliver your order between 3 and 6 PM 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.

DELIVERY INFORMATION:

Q: What is your delivery range?
A:
We only deliver to hotels listed above but soon will be working with other hotels in the Waikiki area on the Island of Oahu so we know 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 3 PM and 6 PM the next day.

Q: Can I order the same day I want it delivered?
A:
Unfortunately at this time we cannot accept orders for same day delivery. We need to have time to pick out and 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 3 PM and 6 PM.

Q: Do you have a delivery fee?
A:
YES. Our delivery fee is $27.50 for all of Waikiki (zip code 96815). For other areas on the island please refer to our Delivery Information Page on our Home Page which will show additional delivery charges for various areas on Oahu.

Q: What if I am not there during the delivery time?
A:
No need to worry and we ONLY work with hotels (please see above list) that we have contracts with to insure your order is delivered and put away in a timely manner.. Please check here for an updated list www.updatedlist.com

Q: Do you only deliver to vacationers?
A:
Yes, as of now we only deliver to hotels, timeshares and vacation homes or arrangments made through vacation rental companies.

CUSTOMER SERVICE:

Q: What if I am missing an item?
A:
If you are missing an ordered item please contact us immediately at 922-4670 this is a Waikiki number 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.

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 922-4670 if you have any concerns about your groceries. Please understand you must contact us within 24 hours after your delivery if you have a concern 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 credit/debit cards. Presently, they are Visa, MasterCard, JCB and Discover. 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 arrival date. If it is later than that a $20.00 cancellation fee will be incurred.

GROCERY QUESTIONS:

Q: Do you have a minimum order amount?
A:
Yes, our minimum order amount is $75. You will not be able to checkout until your shopping cart amount is above $75 which does not include the aforementioned delivery charge of $27.50.

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:
Island Grocery Service 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 possible. Produce or meat items as there is always a chance that what we pick is not the ripest or freshest and we do not want you to be unhappy in anyway with our service.

Q: Where do your groceries come from?
A:
We currently shop at a number of grocery 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 as about 80% of all grocery items are transported by ship or in poor condition at the store. If this is the case, we will make an effrot to find a suitable replacement.

Q: I want an item that is not in your list, what do I do?
A:
We will look into adding any groceries you suggest and do our best to acquire it for you. Please click here to suggest items you would like us to add and we will do our best to obtain the requested item (s).

Q: What is your alcohol/tobacco policy?
A:
We do not offer for sale any alcohol or tobacco products for sale.

SECURITY & PRIVACY:

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.

Q: What is Island Grocery Services Privacy Policy?
A:
Read our Privacy Policy.

Q: How do I know my order is secure?
A:
At Island Grocery Service, we want you to feel safe while shopping with us. That's why we use VERACITY for our credit card processing. VERACITY 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.

VERACITY 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.

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 Island Grocery Service. Send any comments, suggestions, or feedback to us.

Mahalo for your time and we look forward to serving your needs. Now it's time to look forward to your vacation in Hawaii. Mahalo.


Same Day Delivery:

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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