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How it Works
FAQs
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Features
Grocery Funds
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Using "My Account"
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Our care for you groceries
Delivery details


 
Frequently Asked Questions

General

Q: I just placed an order with my credit card and noticed the pending charge was slightly higher than the actual order, why is this?
A:
Customers often choose the convenience of leaving a tip for the delivery driver on their credit/debit card. In order for One Click Grocery to be able to accept tips, we must place a pending charge $10 above the order total at the time your order is placed. Once your order is delivered, the transaction will be settled for the exact amount you choose when you sign your receipt.

Q: What days and times do you deliver?
A:
We deliver multiple days a week. Our current delivery days are Tuesdays,Thursdays and Fridays. You can place orders on any day of the week. Please note that you must place your order by 4pm the evening before your delivery day. As delivery demands increase, we will be adjusting our current delivery times/days.

Q: How can I contact you?
A:
The easiest way to contact us is by filling out our contact form. We receive this form immediately and will respond as quickly as possible. Visit our contact us page for other methods of contacting us.

Q: I would like my parents/guardians to deposit Grocery Funds for me to withdraw from, how can I do this?
A:
It's simple! There are a number of ways your parents/guardians can setup an account for you.

  1. Contact your parents or guardians and have them click the link for parents on www.OneClickGrocery.com. This will walk them through depositing Grocery Funds into your account.
  2. Click here to send them an email that leads to depositing Grocery Funds.
  3. Contact us for additional help.

Q: How does your Loyalty Program work?
A:
We really appreciate customers making One Click Grocery their primary grocery source. To show our appreciation, we give free grocery funds to customer that place repeat orders. For every 5 orders under $50, you will receive $5 in free grocery funds. For every 5 orders over $50, you will receive $10 in free grocery funds. Your orders are tracked automatically for you and can be viewed anytime in the "My Account" section of our website. Once you complete either level of our loyalty program, we will deposit the respective amount into your grocery fund account.

Delivery

Q: What is your delivery range?
A:
One Click Grocery will deliver anywhere within five miles of the campus area. If you are unsure if we will deliver to your location, type in your zip code to see if delivery is available. If we do not deliver to your area, simply fill out the form and we will contact you when we begin delivering in your area.

Q: What days and times do you deliver?
A:
We deliver multiple days a week. Our current delivery days are Tuesdays,Thursdays and Fridays. You can place orders on any day of the week. Please note that you must place your order by 4pm the evening before your delivery day. As delivery demands increase, we will be adjusting our current delivery times/days.

Q: Can I order the same day I want it delivered?
A:
Unfortunately you cannot. Your order must be made by 6pm the day before your chosen delivery date. We must have time to pick out and prepare your groceries in order to offer the highest level of service.

Q: Do you have a delivery fee?
A:
We do not charge a fee for delivering your groceries.

Q: What if I am not there during the delivery time?
A:
It is imperative that you do your best to be present during the delivery time you choose. If you are not present during your delivery time, you will be subject to a $15 redelivery charge. If you are not present during your delivery time, or do not attempt to have a redelivery, you will be charged a $30 restocking fee. We will email you several times prior to your order to remind you of your order time and details.

Q: Do I have to be there to receive my groceries?
A:
Yes, you must be there to receive your groceries. If you cannot be there for your groceries, you must contact us immediately. If you have another person that will be accepting your groceries, you must notify us ahead of time. This can be done by contacting us - be sure to include your order number, delivery date, and delivery time.

Q: If I know I will not be present during the delivery time, can I instruct the driver to leave my groceries somewhere?
A:
We do not currently do grocery drop-offs. If you would like to have a roommate or friend sign for you, please contact us and let us know.

Q: Can I have my groceries delivered to a different address than my own?
A:
Yes. During the checkout process you will be asked for your delivery address. Simply change this address to the one you wish to have the delivery. Your selection will be delivered to the location you enter.

Q: Do I have to tip the driver?
A:
Leaving tips is entirely up to you. Tips are not expected, but are always appreciated by our employees.

Q: Do you only deliver to students?
A:
No! Anyone can take advantage of our service. We deliver to anyone living in the campus area as well as to Baldwinsville. We deliver within 5 miles of the campus area, but are willing to deliver out of this range in special cases. If you are unsure if we will deliver to your location, type in your zip code to see if delivery is available in yoru area. If we do not deliver to your area, simply fill out the form and we will contact you when we begin delivering in your area.

Customer Service

Q: What if I am missing an item?
A:
Please contact us immediately if you feel you are missing an item from your order. We will locate the item and bring it to you immediately. After 48 hours, we can no longer be responsible for missing items. We double check all orders when they are picked up and before they are delivered. It is extremely important for us to know if we made any mistakes so we can fix them.

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.

Q: There is a problem with my groceries, what should I do?
A:
We handle all customer complaints seriously. Please contact us immediately 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 the freshness of our groceries. We require you to contact us within 48 hours if you feel an item is missing. Our business rests entirely on delivering the highest quality of groceries 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 and withdrawals from your Grocery Funds. You can determine which method you wish to use during the checkout process. Click here for a more detailed explanation of Grocery Funds.

Q: I just placed an order with my credit card and noticed the pending charge was slightly higher than the actual order, why is this?
A:
Customers often choose the convenience of leaving a tip for the delivery driver on their credit/debit card. In order for One Click Grocery to be able to accept tips, we must place a pending charge above the order total at the time your order is placed. Once your order is delivered, the transaction will be settled for the exact amount you choose when you sign your receipt.

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 your 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: How do Grocery Funds work?
A:
To learn about grocery funds, visit out site tour.

Q: Can I change my order after it has been placed?
A:
If you wish to change an order, please contact us with the items you would like to change. We will accept any order changes prior to 4pm the day before your delivery date.

Q: How do I cancel an order?
A:
Canceling an order can be completed by contacting us and stating your name, order number, and request for cancellation. Orders can only be cancelled prior to 4pm the day before the delivery date.

Q: I would like my parents/guardians to deposit Grocery Funds for me to withdraw from, how can I do this?
A:
It's simple! There are a number of ways your parents/guardians can setup an account for you.

  1. Contact your parents or guardians and have them click the link for parents on www.OneClickGrocery.com. This will walk them through depositing Grocery Funds into your account.
  2. Click here to send them an email that leads to depositing Grocery Funds.
  3. Contact us for additional help.

Membership

Q: What do I need to become a member?
A:
You will have to submit your name, email address, contact and delivery information, and an active debit/credit card to become a member. Your information will not be traded or sold and your credit card will not be charged unless you request or you purchase groceries and are not present during delivery and redelivery. See below for more information.

Q: If membership is free, why do I need to put a debit/credit card down?
A:
We require a debit/credit card for all members to protect our business. In rare cases where a significant amount of groceries are purchased and a customer is unavailable for delivery, we are left with significant losses; having your information on file helps protect us from these rare cases. Your credit card will only be charged upon your request or for restocking fees if you are not present during your chosen delivery time.

Q: How do I cancel my membership?
A:
Contact us if you would like to cancel your membership.

Q: How do I change my profile?
A:
Changing your profile requires you to be signed in. Once signed in, simply click the "My Account" tab on top of our website to access and edit your profile.

Q: How can I retrieve my username and/or password?
A:
Click here to retrieve your username and password.

Grocery Questions

Q: Do you have a minimum order amount?
A:
Yes, our minimum order amount is $25. You will not be able to checkout until your shopping cart amount is above $25.

Q: How do I know my groceries are fresh?
A:
One Click Grocery guarantees the freshness of your groceries. We spend an extensive period of time picking only the finest and freshest groceries for you. One Click Grocery offers customers a 24 hour period to return groceries they may feel are not fresh. In the rare cases you feel your groceries could be fresher, we will come to your location, replace your groceries for you, and credit your account. Click here if you would like to learn more about our care for your groceries.

Q: How do you select your groceries?
A:
One Click Grocery has two specialized employees shopping for you. One shopper focuses on quickly picking out the basic groceries you select. Our other shopper slowly and carefully chooses only the best fruit, vegetables, and other perishables for you. Our employees understand the only way to keep customers coming back is providing them with the best groceries possible. We spend extra time ensuring your perishables are of extremely high quality.

Q: Where do your groceries come from?
A:
We currently shop at a number of grocery stores in the area. Our shoppers search for the highest quality groceries they can find. Our goal is to offer you the largest selection of high quality groceries at the best price. In the future, One Click Grocery will be partnering with the grocery store that offers our customers the best overall grocery experience. From customer service and prices to grocery quality and selection, the grocery stores we partner with must offer our customers substantial value.

Q: What do you do if an item is out of stock?
A:
We attempt to get every single item on your list. At times, the items you choose may be out of inventory. If this is the case, we will purchase an equivalent item and adjust the price lower if necessary.

Q: I want an item that is not in your store, what do I do?
A:
We will look into adding any groceries you suggest. Please click here to suggest items you would like us to add.

Q: What is your alcohol/tobacco policy?
A:
We currently do no deliver tobacco or alcohol at the present time.

Security & Privacy

Q: Do you sell or trade my personal information?
A:
No we do 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 One Click Grocery's Privacy Policy?
A:
Read our Privacy Policy.

Q: How do I know my order is secure?
A:
At One Click Grocery, we want you to feel safe while shopping with us. That's why we use the THAWTE brand to verify our standing. THAWTE 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 Webserver. Once received, your personal information is stored in our secure data center.

Q: Can I give you feedback/suggestions?
A:
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 One Click Grocery. Send any comments, suggestions, or feedback to us.


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