Frequently Asked Questions:
General, Delivery, Ordering, Customer Service, Grocery Questions, Membership, Security & Privacy
Q: What days and times do you deliver?
A: We deliver seven days a week in 3 schedules - from 10:00 am to 12:00 pm, 2:00 pm to 4:00 pm, and 6:00 pm to 9:00 pm. Please note that you must place your order a minimum of 48 hours before the day of your delivery. Limited delivery hours on holidays and variable rates may apply. Please ask us for these rates and hours
Q: How can I contact you?
A: The easiest way to contact us is by e-mail to email@example.com or, from North America toll free 1-855-229-8687 or 011-52-998-884-2293, in Mexico 01-998-884-2293 or, in Cancun area code of 998 at 884-2293. We will respond the same day if received between the hours of 8:00am to 6:00pm. Otherwise we will respond the following day.
Q: What is your delivery range?
A: We Deliver Cancun will deliver to the following areas: Use AGI map
The above delivery charge is for shopping, transportation of groceries, timely delivery, and a verification of your order at your residence.
Q:Why do I need to show ID?
A:We need to know that we are delivering your groceries to the right person.
Q: What if I am not there during the delivery time?
A: You may designate someone to be available at the residence to let us in, receive the groceries and sign for them on your behalf. You can add this name to the comments box on the order form or write us in advance of your arrival. We need this request to be in writing. We will require ID from the designee.
Q: Do I have to be there to receive my groceries?
A: Yes. We need you to check the groceries with the driver to ensure that your order was filled completely and to sign off on the delivery. Or you can designate someone to receive them on your behalf – see above.
Q: If I know I will not be present during the delivery time, can I instruct the driver to leave my groceries somewhere?
A: You can let us know who will be receiving the groceries and where, if not at your residence. You need to authorize them to sign off on the groceries on your behalf in writing on the order form or via e-mail
Q: Can I have my groceries delivered to a different address than my own ?
A: Yes. During the reservation 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 give an exact time of when I want my food delivered?
A: You will be given an option at time of reservation of what date, and what 2 - hour time slot you would like your food delivered. During this 2 - hour time slot, your food will arrive. However, we cannot specify exactly when the delivery will be made during your scheduled time slot. If you are arriving by plane your food will be delivered at the time you arrive to your residence only if you book your airport transfer with us. If you don't plan to go directly to your residence from the airport we ask you to tell us the time you will be at the residence, in the comments box.
Q: Do I have to tip the driver?
A: Leaving tips is entirely up to you. Tips are always appreciated by our employees. We always strive to give you our best Five - Star 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 reservation process. All tips, whether it is cash or added onto the credit card charge, go to the shoppers and delivery personnel that worked on your order.
Q: Do you only deliver to vacationers?
A: NO! Anyone can take advantage of our service: vacationers, residents and businesses.
Q: What types of payment do you accept?
A: We accept Visa, Discover, Amex and MasterCard credit/debit cards through PayPal. Or you can choose to pay through your own PayPal account. You can determine which method you wish to use during the reservation process. We do not accept cash or personal checks. We use PayPal because they charge you in the currency of your country, refunds are at no charge to you, there is no peso exchange, and it is a well known secure payment system.
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 up to 48 hours before the 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. This can be done via e-mail or phone. Orders can only be canceled prior to 48 hours before the delivery date.
Q: Can I place a custom order?
A: Let us know what you need and we'll let you know if we can help. In some cases clients needs specialty items that we do not usually carry on the website and we are happy to help you with those if possible. Due to the complex nature of them it may require multiple stores to be used so please note we do charge 35% mark up on the bill. We would love to help you out so please contact us directly and we can assist you with the order.
E-mail to firstname.lastname@example.org or, from North America toll free 1-855-229-8687 or 011-52-998-884-2293, in Mexico 01-998-884-2293 or, in Cancun area code of 998 at 884-2293. We will respond the same day if received between the hours of 8:00am to 6:00pm. Otherwise we will respond the following day
Q: I have done my own shopping. Can you deliver it for me?
A: Sorry but no. We only deliver items that we have purchased on your behalf.
Q: What if I am missing an item?
A: The orders are checked before delivery. You will be signing for the order once it is unpacked at your residence. Please let us know on the order form when you sign for delivery what is missing and we will refund that amount.
Q: How can 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. We require you to let us know on the order form you sign if you feel an item is missing. Be assured that we triple check all orders when they are picked up and before they are delivered. Our business rests entirely upon delivering the highest quality of groceries available on schedule, so we always want to know if you are unhappy with your order. We do not list all brand names on the order form since you are coming to Mexico. All goods must be trucked into the state so not all items are always available. Substitutions will be made where possible on items not available. If you don't want substitutions please indicate this by checking the box on your shopping cart and you will not be charged for the item that is not available.
Q: What is your return and refund policy?
A: Your complete satisfaction is our number one goal. We promise to make it right on every order every time. If for any reason you are dissatisfied with any product in your order, please call us, toll free at 1-855-229-8687 or in the Riviera Maya at (998) 884-1662, immediately and we will be happy to assist you.
You can change any item or items up to 48 hours or more before the day of delivery. Changes can be made without a fee or penalty.
Any order can be canceled up to 48 hours or more before the day of delivery. Any deliveries canceled by you result in a 10% administrative processing fee.
Cancellations must be made by e-mail by the person that made the purchase or a representative that you have named. This is to protect you from someone canceling your order without your knowledge.
Notification of a cancellation must be received by We Deliver Cancun, 48 hours before the day of delivery via: E-mail – email@example.com.
There will be no refunds after the delivery has been signed for and the driver has left.
Q: How do you select your groceries?
A: We Deliver Cancun has specialized employees shopping for you. They quickly pick out the basic groceries you select and then slowly and carefully choose 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 the highest quality available.
Q: Where do your groceries come from?
A: We currently shop at a number of grocery stores in the area depending on your order.
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 stock. If this is the case, we will purchase an equivalent, if you have authorized it. If not, then you will not be charged for that item.
Q: I want an item that is not in your store, what do I do?
A: Please contact us and let us know what that product is that you want. If available, we will send you the price and you can then decide if you'd like to purchase it.
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.
Q: Can I give you feedback/suggestions?
A: 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 We Deliver Cancun. Send any comments, suggestions, or feedback to us. firstname.lastname@example.org