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How It Works
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FAQs
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Frequently Asked Questions

General

Q: How much does the SkiCountryGrocer.com service cost?

A:
The prices you find on our website should be close to the regular retail prices which you would find in our local supermarkets. We periodically update our prices to keep current with the changing marketplace. The shopping and handling fee is 20% plus a $35 delivery fee. The service includes gaining entry to your accommodations and unpacking your order.

 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 alternate means of contacting us.

Q: What is your tipping policy?
A:
Tipping is completely optional. We always strive to give you first class customer service and this is in no way dependent on a tip. For the convenience of those customers that are inclined to give the delivery person a tip and prefer to have it added on to their credit card charge, you will be given the option to do so during the checkout process.

Q: What are Grocery Bucks?
A:
It is money associated with your account which you can use to pay for your order. Funds can be deposited into your account in various ways: You can earn dollars through our "Frequent Shopper Rewards Program", by referring a friend(s) or by receiving a gift certificate or deposit from a friend or relative. This fund can be used by roommates or families sharing accommodations to shop together and "pool" their grocery money. For more information and instructions on how to deposit funds, visit the Grocery Bucks page. When you first sign up, as a thank you for trying our service, we will automatically deposit $5 into your Grocery Bucks account for you to use on your first order.

Q: How does the Frequent Shopper Rewards Program work?
A:
We really appreciate customers making SkiCountryGrocer.com their primary grocery source. To show our appreciation, we give free Grocery Bucks to customers that place repeat orders. For every 5 orders under $100, you will receive $5 in free Grocery Bucks. For every 5 orders over $100, you will receive $10 in free Grocery Bucks. Your orders are tracked automatically for you and can be viewed anytime on your "My Account" page. Once you complete either level of our loyalty program, we will automatically deposit the respective amount into your Grocery Bucks account.

Q: How do I get free Grocery Bucks for referring someone to your service?
A:
If you are happy with our service, spread the word! Whether you tell someone or use our referral email from the refer your friends page, just make sure that when they sign up to create an account that they enter your name where it asks "How did you hear about this site?" Once they place their first order, we will deposit $5 in your Grocery Bucks account and you will be notified via email.

Q: How do I change my profile?
A:
Changing your profile requires you to be logged in. Simply go to your "My Account" page 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.

Q: What is your policy as it relates to Alcohol delivery
A:
Any liquor products which you select you are purchasing from Eagle Liquor Mart in West Vail. SkiCountryGrocer.com is acting as a delivery service and all liquor products plus the accompanying liquor sales tax will be charged separately by Eagle Liquor Mart. In the State of Colorado the legal drinking age is 21. To purchase any alcoholic beverages (beer, wine and spirits) you must show proof of age with a valid ID. If you will be present during the delivery, you can show it to our driver at the time of delivery. If we will be stocking your lodging accommodations prior to your arrival or while you are out, you must fax us a copy of your id which we will keep on file.

Q: Do you carry organic products?
A:
Yes. Throughout our various aisles and shelves we have lots of organic products including fruits and vegetables, dairy items, frozen meals, and other packaged goods. All organic selections are noted as such as part of the product description. As always, feel free to contact us with any questions or special requests.

Q: Do you carry kosher products?
A:
Yes. A large percentage of the products which we carry have a manufacturer designation as being kosher ("K" or "OU"). This is not noted for every item in our inventory, however, feel free to give us special shopping instructions upon checking out your order. It is our thought that most customers interested in kosher items are familiar with what is and what isn't. As always, feel free to contact us with any questions or special requests.

Additionally, we carry a menu of prepared glatt kosher meals. These meals are prepared fresh daily in the Chabad of Vail kitchen under the supervision of co-directors Rabbi Dovid Mintz and Mrs. Doba Mintz. For information on koshering the oven and/or microwave in your vacation accommodations, or for any other Jewish related services during your stay, please feel free to contact Rabbi Mintz. He can be reached by phone at (970) 476-7887 or via their web site www.JewishVail.com.

Delivery

Q: What days and times do you deliver?
A:
As part of our order checkout process, you simply select the date of your arrival. Our service is available 7 days a week throughout the year. We generally complete our deliveries between 1:00 PM and 6:00 PM MST. Of course we must work with the property managers to gain entry and to be sure that housekeeping has your accommodations ready prior to us stocking the kitchen. If for some reason we cannot gain entry to your unit, we will contact you to set up a delivery time.

Q: Where do you deliver?
A:
We will deliver anywhere in Colorado's Eagle and Roaring Fork Valleys including the ski resorts of Aspen, Snowmass, Beaver Creek & Vail. When you give us your delivery address, please specify the specific locale. Also, upon checkout, when confirming the delivery address, you can give us any special instruction or directions relative to the delivery.

Q: What if I am not there during the delivery time?
A:
You do not have to be present to accept delivery. We will make every effort to gain entry to your lodging accommodations to unpack your order. In the vast majority of cases there is no problem, however, if for some reason we are unable to get in, we will contact you to set up an alternate delivery time when you will be there. It may be helpful if you let the front desk or the property manager know that you are expecting this service.

Q: Can I have my groceries delivered to a different address each time I order?
A:
Yes. During the checkout process you will be asked to confirm the delivery address. At this time you can change the address to where you want this order delivered. The address which appears is the default address which you have on record in your profile. This can also be changed from the “My Account” page. This allows you to do all your ordering from a single account even if you will be in Vail for one trip and perhaps in Aspen on your next one.

Ordering

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: When can I place my order?
A:
Our website is available to you 24 hours a day, 365 days a year! You can place your order as far in advance as you like, however, we ask that you complete the checkout process no later than 6:00 AM (MST) on the day before your requested delivery date.

Q: Can I order the same day I want it delivered?
A:
So that we can efficiently process and schedule all our orders, we ask that you have your orders completed by 6:00 AM (MST) on the day before your requested delivery date. If it is past this deadline, contact us by phone at (970) 328-8037 to see if we can squeeze you in – if we can accommodate you we will.

Q: What forms of payment do you accept? When is my credit card charged?
A:
We accept payment by credit card (Visa, MasterCard, American Express or Discover) or by using Grocery Bucks. We do not accept cash or personal checks. Upon checkout, you will be asked to enter your billing address (exactly as it appears on your statement), credit card number, and expiration date. At checkout time the charge will be "pending" and your card won't actually be billed until the delivery date. This allows us to adjust the total once the shopping has been completed in case items were not available or we had to make substitutions. To make paying for future orders even easier, you can check the box which requests that we save your credit card information. If you have any Grocery Bucks in your account, they will be used to reduce the credit card charge amount.

Q: If I am ordering from outside the United States, how do I use my credit card?
A:
We process many orders placed by customers living abroad. If your credit card is issued by a non-U.S. bank, address verification is not performed. Simply leave the address fields blank on the payment page. All we need is the card number and expiration date.

Q: My credit card got denied - I double checked the number, expiration date and security code, and I know for sure there is enough credit on my card. What happened?
A:
If you entered the number and 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 want to change an order, please contact us with the items you would like to remove, add or modify. We will accept any order changes prior to 6:00 AM (MST) on the day before your requested delivery date.

Q: How do I cancel an order?
A:
Canceling an order can be accomplished by contacting us and stating your name, order number and request for cancellation. Orders can only be cancelled prior to 6:00 AM (MST) on the day before your requested delivery date..

Q: What if during my stay I need some additional items?
A:
For Vacationers: If you've run out of some staples, forgot some items in your original order or just want to place another order during your stay, simply login and place another order. During the checkout process, enter the coupon code "RESTOCK" and we will give you $15 dollars off of the delivery charge.

Q: I know that I selected a bunch of items but now my shopping cart is empty, what happened?
A:
If you start shopping and then leave before completing the order, it is possible that your computer has timed you out and you may lose all of your work. This can be very frustrating and whether or not it happens or how long the idle time must be for this to occur depends on your browser and how it is configured. If you must leave to take care of something else while you are in the middle of your shopping, simply save your list up to that point by going to the “View Cart” page and hitting “Save This List”. When you get back to your shopping, if your cart is empty, log back in and just click on “My Shopping Lists”. Select the list which you previously saved and click on the “Add All Items” button and you will be right back where you left off.

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 get it over to you as soon as possible. We double check all orders during the shopping and packing stages before delivery. It is extremely important for us to know if we have mistakenly omitted something for which you were charged so that we can rectify the situation and keep our customers satisfied.

Q: How do I contest a charge on my credit card?
A:
If you feel that 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 treat all customer complaints seriously. It is our desire that you be 100% satisfied with the quality and freshness of the goods as well as our service. If you feel that something does not live up to your standards, please contact us immediately so that we can work with you to make things right.

Q: What if I don't see an item I want?
A:
We will look into adding any groceries you suggest. Please click here to suggest items you would like us to add. In the meantime, contact us and we will make every effort to try and include the item(s) in your current order.

Q: What if an item is out of stock?
A:
We attempt to get every item on your list. At times, some items may be unavailable. In this case, we will try to substitute with an equivalent product. The order price will be adjusted accordingly.

Security & Privacy

Q: Do you sell or trade my personal information?
A:
Your personal information is safe with us and is not given, sold, or traded to anyone else.

Q: What is SkiCountryGrocer.com Privacy Policy?
A:
Please review our Privacy Policy.

Q: Are my orders secure?
A:
Your personal security is our main concern. That is why we use leading industry solutions to ensure that all personal information is transmitted through SSL encrypted channels.

Q: Can I give you feedback/suggestions?
A:
We welcome all feedback and suggestions. For your convenience, please use our Online Contact Form.


Use of SkiCountryGrocer.com and this web site constitutes acceptance of our Terms of Use and Privacy Policy .
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