Terms of service

Terms and Conditions

ORDERING AND PAYMENT
We are open for business 24/7 when ordering online. We also employ a staff of customer service representatives who are available to answer your questions and assist you with orders Monday - Friday from 8:00 am – 5:00 pm Pacific Standard Time, excluding national holidays. We accept all major credit cards for payment, as well as payments with PayPal. We do not accept payments by check at this time. If you have any problems using your credit card to complete an order, please call our customer service department at (619) 786-6351 and we'll be happy to assist you.

We sell a number of products that are priced by the pound shipped. You’ll be able to easily notice these, as it will show the price per lb on the product detail page, your shopping cart, and in your order receipt. Any product priced by the pound shipped is charged by the stated price per pound by the actual weight of the item shipped. All of these priced per pound items vary in weight, just like different steaks, meats and cheese do when you buy them at the grocery store. We do provide estimated weight ranges, but even these can vary further at times – we do our best to provide items within the weight range

When placing your order, we will be authorizing your credit card based on the total stated amount in your order summary. Your order will then be charged when it ships. If your order contains products priced by the pound, your final charge to your credit card may be more or less than this initial order summary total, as you are being charged based on actual weights being shipped.

If you choose to pay with PayPal, an additional fee may be initially assessed to you order to cover any potential for weight variation in your order for products priced by the pound. Once your order is shipped, your PayPal account will be automatically credited based on any differences. Should larger weights ship than what was anticipated for originally, you will be sent a PayPal payment request for the remaining balance.

WHERE WE DELIVER
At this time we are unable to offer delivery to P.O. boxes, or APO/FPO addresses. Perishable food items can only be delivered within the continental United States, Alaska and Hawaii. We will also deliver perishable food items to certain areas of Puerto Rico if USPS offers overnight service to that zip code. Non-perishable food items we are happy to deliver worldwide.

SHIPPING TO AN APARTMENT, CONDO, OR GATED HOME
If you are shipping to an apartment building or condo, the shipping carrier will not leave the package outside of your door. If you have a doorman or reception that typically receives packages the shipping carrier may leave the package with them. We cannot be responsible for a package if it is delivered to an apartment or condo and then not left at the door because nobody is home to receive the order. Also note that any order above $700 will require a signature, and someone must be home to receive the shipment.

If you are shipping to a gated home, you must make sure that someone is available to open the gate when the shipping carrier arrives, as packages will not be left at the front of the gate. We cannot be responsible for packages that are not left at a gated home because nobody is at the residence when the delivery is made.

SIGNATURE RELEASE OR SIGNATURE REQUIRED OPTION
Although we do provide the option for you to select whether you want an order to be left at the door if nobody is home to sign for it, the decision to leave the package or not is at the sole discretion of the shipping carrier's delivery driver. If your area is deemed to be a high-crime or unsafe area, the driver will not leave the package. If you are delivering to an apartment or condo that does not have a receiving area for packages, the carrier's delivery driver will also not leave the package outside of your door. We cannot be responsible for packages that are not left due to the named circumstances above. Please take care in having orders delivered to an address where you know someone will be home. Packages over $700 in value will require a signature and someone will need to be home to receive it.

SHIPPING OPTIONS
Packages are shipped using UPS and we have several shipping options. 

ORDER FULFILLMENT TIME FRAMES
Please allow 1-3 business for your order to be processed for shipping. 

PRODUCT FRESHNESS
We hold the highest standards of freshness and quality. To ensure that you receive all your products in optimal condition, we carefully pack them with frozen gel packs depending on the products included in the order. 

We strongly recommend selecting expedited shipping for orders that include perishable items. Opting to choose a slower shipping method may result in a longer transit period, and does not guarantee that your perishable item(s) will arrive in the recommended timeframe. Customers who wish to ship items that require refrigeration via UPS Ground or other less expedited shipping methods do so at their own discretion.

We strongly encourage that you or someone else be available at the delivery address to sign for the package and refrigerate perishable items upon delivery. You may choose for the package to be left at your door, but we cannot take responsibility should the items spoil while being left at your door. To safeguard against unforeseen and unlikely delays in the transportation process, part of the product may be frozen to preserve freshness. Some products have been subjected to thermal treatment to preserve their freshness and taste.

COMBATING FRAUD AND THEFT
We take a very active approach to combating fraud and theft, both with orders placed for our products and keeping your information safe and secure. It is a violation of State and Federal law to place orders under a false name or with an invalid or stolen credit card. We will take all steps possible to prosecute all people placing fraudulent orders to the fullest extent of the law possible. We actively work with the U.S. Secret Service, the FBI, and local law enforcement to prosecute anyone committing fraud online. If we deem any order as a potential for fraud, we may require additional information to confirm the validity of your order, including a picture of the credit card used along with a valid government issued identification.

We take equal steps to ensure that when you order with us your information is protected and secure.

YOUR INFORMATION AND PRIVACY
INFORMATION YOU PROVIDE TO US
In the course of doing business with either by shopping on our website or by talking with our customer service representatives, you will willingly provide us with some personal information, such as your name, address, contact information and shopping choices. By providing this information to us, you authorize us to store this information, use it to complete the fulfillment of your order, use it to provide suggestions to make your shopping experience better, and for following up with communications regarding your order. We may also use this information for future marketing to you. At times we work with other third-party companies and we may share information about you with them, such as with USPS to complete the fulfillment of your order, or with companies in a cooperative marketing effort. Any credit card information you provide to us for completing your order is never shared with anyone and is only ever used to complete an order transaction. If you only wish to have your information used by us and for the fulfillment of your order and not shared with any third-party companies, simply email us to let us know.

INFORMATION WE COLLECT FROM YOUR SHOPPING EXPERIENCE
Our system automatically collects and stores certain pieces of information about your visit to our site. Like many web sites, we use cookies and obtain browser information like referring pages, browser brand and version, and date and time information. Cookies are small files that reside on your computer that identifies your computer uniquely to a website. This allows us to enhance your shopping experience by storing certain information about you. For example, if you start placing an order with us but then leave our site, when you return your order will be stored so you don't have to start again from the beginning. We will also record your IP address when placing or attempting to place an order.

ORDER CANCELLATION / MODIFICATION
We will honor all order cancellation and modification requests as much as possible. However, we do pack many orders a day, and if your order has already been packed it may be impossible to cancel or modify it simply because it can be one box out of hundreds shipping out and we might not be able to find it. During November and December simply due to the sheer volume of holiday orders, we are not able to cancel or modify orders once they are placed.

RETURNS
We cannot accept returns of any perishable items. We just wouldn't feel comfortable reselling a perishable food item that hasn't always been in our control, and we hope you'll feel comfortable knowing that you're only ever going to receive products that are always within our control. We can however accept the return of any non-perishable, canned or packaged food item. If you are looking to make a return though you must contact us within 2 business days of receiving the product to request a return. Any returned merchandise can only be accepted if it is in perfect resalable condition. Note that there will be a 5% or $5 restocking fee, whichever is greater. Returning mail costs fees may be your responsibility depending on the circumstances.

DEFECTIVE OR DAMAGED MERCHANDISE
We take all measures possible to assure your order is received intact and in proper condition. Sometimes though the route to your house gets a bit more bumpy than anyone can control. In the event that you receive a defective or damaged product, please contact us immediately after receiving your order. Do not throw anything out or discard any items, as we may require them to be sent back. The easiest way to help us resolve any defective or damaged merchandise is to take a picture of the item and then email it to us at orders@gustogrocery.com. Depending on the issue, order issues may be resolved with a replacement product being issued, a store credit, a credit to your order, or any other means we feel is appropriate.

PRICING CHANGES
Our products are subject to availability due to weather and seasonal variations. We reserve the right to make changes to its pricing to reflect changes in market supply. We pledge to make the customer aware of any changes as soon as it is possible.