BigAppleGrocer - Your online grocery store

· Register or login
If you are a first time shopper you will need to set up a new account. To do this go to the "My Account" link and click "New Customer". Afterwards, follow the prompts to fill in your information. This will take a few minutes but you will only have to do it once.

If you are a registered user click the “My Account“ link, enter your User ID and password and begin shopping. Please remember to use lower case letters for your email address.

· Finding an item
Finding an item is very easy. In the top left hand portion of our web page is a Search Items window. Enter the item you are trying to find, e.g. Snapple or diapers then click the Search button. The items matching the description will appear. Click on the item you are interested in to see the description. You may add the item directly to your cart from this product page.

· Browsing an aisle and selecting an item
BigAppleGrocer’s products are arranged by aisle, just like in a supermarket. To see the list of available aisles click on the "Browse aisles" button. Click on the aisle you would like to visit and you will be shown all our products in that aisle. Click on an item to see a picture and a description.

· Adding Items to your shopping cart
As in a supermarket the items you want to buy are stored in a "Shopping Cart". To add items to your cart click the " + and - " buttons next to the product or fill out the quantity desired and click enter.

· Editing an order
You can change an item in your shopping cart at any time before you check out. Just click on the "Review Order" button on the right hand side of your screen under the cart. Once there, to change the quantity of an item, enter the new quantity for that item and click update at the bottom of the screen. To delete an item click on the “Delete” button.

· Checking out
When you have finished selecting your items click the "Check out" button. Follow the prompts to finalize your order.

How do I know my order has been successful?
An itemized email confirmation will be sent to the email address you entered in your account profile.

Can I continue shopping on an order that hasn’t been saved?

Yes. You must have been logged in when you shopped these items. You will need to go to your account and the items will be in “pending orders”. Just click on the pending order and continue shopping.

Product Quality

Who is selecting the items for my order?
We have our own Product Pickers who select items for your order with the same care and eye for quality as if they were shopping for themselves.

How is my order kept fresh during delivery?
Your perishable items are selected the day of your delivery and stored in special refrigerated coolers from our warehouse to your door.

Substitutions

What happens if an item I ordered is out of stock?
We try to keep the products in our inventory in stock at all times. However, from time to time, due to increased demand, an item you ordered may be out of stock.

We will do our best to redeliver the items within a few days, and if not, we will credit your account.

Adding to an existing order

Can I add items to an order I already placed?
Yes. You can add to an order that you have already placed until the evening before delivery is due.

It's easy to do this online:

Delivery Charges

The following fees will apply to orders delivered via our own trucks in the New York Metro Area:

I forgot my Password
If you can't remember your password go to our "Forgot my Password" page and we will email it to you. If you are still having problems give us a call at 877.746.7123.

Delivery Schedules and Payment Options

Do you deliver to my area?
Enter your zip code in the “Do We Deliver To You?” field on the home page.

How will my order be delivered?
Your order will be delivered by a driver in one of our vans.

When will my order be delivered?
BigAppleGrocer has its own fleet of vans and dedicated drivers. We make every effort to ensure your order arrives within the time slot you have selected. Although we schedule our vans conservatively, traffic density may slow a van down. In addition, new security precautions are increasing the time to deliver to certain buildings. Hence, BigAppleGrocer is unable to guarantee on-time arrival, despite our best efforts. We have equipped our drivers with 2-way cell phones. They are under instructions to alert customers if they are running late. Also, customers are welcome to call Customer Service at 877.746.7123. (M-F: 9 am - 6 pm) on the day of delivery, to obtain updated arrival time estimates.

Do I need to be home to receive a delivery?
No. When placing an order you can type a note in the " Special Instructions" field that our delivery person will see. For example, you may type, "Leave with doorman" or "Leave on porch" and our delivery person will follow your instructions.

How do I select a delivery time?
In the process of checking out you will be given an opportunity to select a convenient delivery time from our schedule. This schedule will be available when you are completing the Shipping Information portion of your order. Select the time most convenient for your schedule and continue with your order.

How do I pay for my order?
We accept all major credit/debit cards and company checks. We do not accept personal checks.

In accordance with state laws all carbonated beverages are charged 5¢ per container. If you wish to recover this deposit, empty containers may be redeemed at any redemption center. Our drivers cannot accept bottles and cans for redemption.

Order Changes/Returns/Cancellations

How do I make a change to an order?
If your order is scheduled to ship the following day after you placed it, you need to contact us as soon as possible at info@bigapplegrocer.net or 877.746.7123. Since your order may have already been selected and prepared, we will contact you and let you know if we were able to make the change. There will be a charge for orders cancelled on the day of delivery.

How do I cancel an order?
If for any reason you decide that you want to cancel an order, contact us as soon as possible at info@bigapplegrocer.net or 877.746.7123 and we will process your request.

How do I return or exchange an item?
If you receive an item you are not satisfied with, give it to the delivery driver and we will arrange for a replacement or credit.

What should I do if an item is missing from an order?
Our delivery person will check through your order with you when he makes the delivery and will note any item that is missing. If your order was left for you and you find an item is missing please contact us at info@bigapplegrocer.net or 877.746.7123. Depending on your location, we will either arrange for a re-delivery or issue a credit for the item to your credit card.

Security and Privacy

Is it safe to use my credit card to order on your web site?
We're committed to maintaining a security architecture that protects customer data. At BigAppleGrocer, all customer data travels to us via secure HTTPS connections using the Secure Sockets Layer (SSL) technology. This means that your private information is always strongly encrypted before it leaves your computer, and remains so until it's safely stored on one of our secure servers. BigAppleGrocer’s Web servers reside on a secured network behind firewalls. Customer and credit information is not stored on machines that are accessible via the Internet. Our servers are stored in a secure facility, which is only accessible to authorized BigAppleGrocer staff.

Is my information kept private?
All information that you furnish to us will be kept private and will be for our records only. See our privacy policy for details. You have the option of receiving emails from us regarding specials or promotions. If you choose not to receive such mail, the only time you will receive email from us is when you place an order. The email you receive will be your receipt with an itemized list of what you purchased and an ID number in case you have a question about your order.

Shopping Lists

Using our shopping lists is the most efficient and economic way to shop for groceries and beverages. We suggest that before you start shopping to build your shopping lists. You can have an unlimited amount of lists. (Weekly, monthly …).

Return Policy

How do I return or exchange an item?

All our items come with a 100% guarantee. If you receive an item you are not satisfied with, contact us and we will arrange for a replacement or credit.

What should I do if an item is missing from an order?

Please contact us at info@bigapplegrocer.net or 877-746-7123 and tell us exactly what was missing or unacceptable about your order and the order ID number. We will either arrange for a redelivery or issue a credit for the item to your credit card.