FAQ - OrlandoGroceryExpress.com
If you have any questions, please email us at
We can also be reached via phone or text at 407-952-9373.
I received my order and items are missing. What do I do?
IMPORTANT: You have 24 hours after your delivery window expires to notify us of any discrepancies with your order. After 24 hours we will not honor any requests for replacement items. Please check your entire order as soon as it arrives.
We make every effort to keep our product quantity description accurate. Unfortunately, with thousands of products listed and hundreds of food suppliers and companies constantly changing their quantity and volume labels, you may receive slightly more or less of an item than was originally ordered. We will not adjust prices for slight variations in manufacturer quantity. Examples: A 12oz bottle of ketchup is changed to 11.5oz or a 54 count box of diapers is changed to a 51 count.
Every order is checked for accuracy before it is delivered but sometimes we do make mistakes. If you feel something is wrong or missing, please contact us immediately. For guests staying at a resort where groceries are held by bell service, if you receive your order and several items, especially cold items are missing, please contact bell services immediately. In some cases, bags are accidentally left on the shelves or in the fridge or freezer at bell service. A quick call to bell service or the front desk will normally resolve the problem.
Hotel and Resort Delivery
IMPORTANT: Disney resorts will hold groceries for their guests so you do not need to be present when your groceries are delivered. This policy is subject to change at any time. Disney also requires that all grocery orders be delivered to bell service and not to individual rooms.
Many hotels and resorts will hold your grocery delivery (if space is available or if your room is ready), however you should still select a time slot when you will be present at the resort. Resorts have limited space in bell service refrigerators and freezers and once they are full, no more cold items can be stored. If the hotel will hold the order and space is available for any cold items, we may deliver the order before your selected time. We will notify you via text message that your order has been delivered. If you are not available during your time slot, or cannot be reached by phone, and the hotel/resort will not hold your groceries or cold items, we will reschedule your delivery, which could take up to two days and you will be charged a $25 rescheduling fee.
IMPORTANT: If your resort will not hold your groceries, a delivery driver will call you 5-15 minutes prior to arriving and arrange to meet you in a common area. Whenever possible, we will deliver the groceries right to your door, hotel policy permitting.
If your resort will hold groceries, after you check in, call bell service or the front desk and arrange to get your groceries.
IMPORTANT: Please include the name on your hotel reservation if different from the name on your grocery order. Most hotels will not hold groceries without confirming a valid reservation.
Every hotel is different so we strongly recommend calling your hotel, speaking with bell service or a manager, and inquiring about their policy. Please ask your hotel if they will hold your order, including any refrigerated or frozen items that you plan to purchase. If your hotel/resort will NOT hold your order, someone from your party MUST be present during the full 2-hour time window (and accessible by phone) to accept the delivery.
Attention Kingdom Stroller Customers:
Your personalized coupon code is the word "kingdom" following by your Kingdom Strollers order number (example, kingdom1234). The coupon is good for free grocery delivery (to Disney resorts only) on any grocery order under $200. The coupon offsets the $14 delivery fee. Orders over $200 in groceries are delivered free and the $14 coupon will not be accepted.
**IMPORTANT**: Having a coupon code does not guarantee you a delivery date and time. We offer a limited number of delivery time slots each day. Once those time slots are full, we cannot provide any additional deliveries for that day. **Limit one coupon code per order**
Will the groceries be delivered right to my hotel room?
In some instances, the groceries will be left with the bell service at your hotel. The hotel will store the order, including refrigerated/frozen items until you pick them up. Some hotels will deliver the order directly to your room after you check in. You just need to call bell service from your room and ask for your delivery. Other hotels will require you to come to the bell service or front desk and pick up your order. Every hotel is different.
Do you deliver to Universal Resorts?
Yes, but with some conditions. We only deliver to Cabana Bay Beach Resort, Sapphire Falls and Hard Rock between 9am and 11am. These resorts will not hold groceries and you MUST be available during the entire 2 hour window to personally accept your groceries. Portofino and Royal Pacific will accept groceries at bell service. These policies are subject to change at any time so make sure you contact your resort.
How does grocery delivery work?
Grocery deliver is as easy as 1-2-3. 1. Shop the aisles or use the search button to add items to your shopping cart. 2. Select a delivery date and time. 3. Check out and pay for your order. All credit card payments are processed through Authorize.net. We accept Mastercard, Visa, and Discover. Your information is never visible to others.
Is there a minimum order or delivery fee?
The minimum order amount for grocery deliver is $40. The standard grocery delivery fee is $14. Orders with over $200 in groceries are delivered free.
Do you sell beer, wine, and spirits?
We have a nice selection of popular beer and wines. We do not sell hard liquor or spirits. All beer and wine are delivered warm. You MUST supply us with a copy of your driver's licence, photo ID, or passport before we will deliver beer or wine to you. The name on the ID MUST match the name on the order. This is required by law. The easiest way to send us a photo is to take a picture of your driver's license with your camera phone and email the image to firstname.lastname@example.org Please include your order number. We will not deliver alcoholic beverages without first receiving proper identification. Failure to send identification may result in a partial cancellation fee equal to 50% of the cost of the alcoholic beverages.
Where do the groceries come from?
The groceries you receive are purchased fresh from local grocery stores. We constantly look for the best deals so we can pass the savings on to you. We purchase only the highest quality items from established and trusted vendors. Every item sold is checked for quality, expiration, and freshness before it is delivered. We will never deliver an item to you that we would not personally serve to our own children.
Where do you deliver?
We deliver to most locations within the Orlando metro area, including most suburbs. Click here for a list of zip codes where we currently offer daily delivery service. The list is not complete since our delivery area is constantly expanding. If you do not see your zip code listed, call or email us and we will do our best to accommodate you. We do not deliver to the Walt Disney World Swan and Walt Disney World Dolphin
Do you deliver to all Orlando area resorts, hotels, and vacation homes?
We deliver to all Disney, SeaWorld, and Universal area hotels and resorts. We also deliver to vacation homes and rental communities. See additional FAQ's below regarding hotel/resort delivery.
When should I place my order?
**We have a limited number of delivery slots available each day and once those are full, we can not accommodate additional order requests. If the date and time you want is unavailable, try placing the order for the next available day or time slot.**
We recommend that you place your order as far in advance as possible. Orders must be placed no later than 5 AM EST on the day prior to the delivery, if slots are still available. This allows us time to process the order, purchase your groceries, and add it to the delivery schedule.
Do I need to be present when the groceries are delivered?
Yes, unless you are staying at a hotel/resort that will hold your groceries, including any cold items. If you are a resort customer, we strongly recommend selecting a time slot when you will be present at the hotel/resort. Many hotels will hold cold items but only if they have available space in their refrigerator or freezer. We will not leave an order unattended. We require you to select a 2-hour delivery window when you place your grocery order. You MUST be available during the full 2-hour time window. We cannot guarantee a specific delivery time. If no one is available to accept the delivery, your delivery will be rescheduled and a $25 rescheduling fee will be charged to your account.
What is the best way to find a specific item?
We have thousands of items organized into aisles, just like at your local grocery store. You can also use the search box. Type in the item you want and choose from the options. Try different keywords to produce different results.
What if an item from my order is unavailable? Do you substitute?
We try to complete every order exactly as requested, however, there are times when items are unavailable or out of stock. If necessary, we may substitute unavailable items with comparable items of equal or higher quality. We never charge a price difference for substitution. If a suitable replacement is not available, we will refund the cost of the original item. A common example of a substitution would be a frozen entree that comes in 10 different flavors.
What is the Concierge Charge?
At certain resorts, if the guest is not present to accept their groceries, our delivery drivers must endure very lengthy waits in the check-in line and then again waiting for access to a room in order to store groceries. This often results in a delay of 30-45 minutes per delivery. A $20 concierge charge will be added to all deliveries made to resorts where the guest is not present during their time slot and our delivery driver must store the groceries directly in the guest's room. This does NOT apply to Disney resorts or vacation homes where we have a valid entry code AND the home is available during the time slot you selected. If the bell service or front deck at your resort will accept the groceries, this charge will not apply.
What if I am not home during the two hour delivery window?
It is important that someone be available to accept the delivery. We will not leave orders unattended. If no one is home, we will make every effort to contact you before leaving. If we have to reschedule your delivery, a $25 rescheduling fee will be charged.
What information do you need when delivering to a business?
We need the business name and address, including a suite number or building number, if applicable. You should also include the name of a contact person who will be present when the delivery arrives.
Can I change or add items to my order before it is delivered?
Orders can be changed and items added or removed up to 5 days before the scheduled delivery date. To edit your order follow these simple steps:
1. Log in to your account and scroll down to Order History
2. Locate your order number and click on "edit order". Add items using the aisles on the left side of the page. Do NOT use the "SHOP" button when you edit your order.
3. Make the change and then follow the steps to check out.
What is your cancellation policy?
You must email us at email@example.com if you want to cancel your order. You will receive a email confirmation once it's been processed. We manually process all cancellations to ensure accuracy. Orders cancelled more than 48 hours in advance will receive a full refund. Orders cancelled or orders with the delivery date changed 24-48 hours in advance will be charged a restocking fee equal to 50% of the total order. Orders cancelled or orders with delivery date changes less than 24 hours before the scheduled delivery are not eligible for a refund. Please call us and we will do our best to accommodate your circumstances.
Why does my credit card statement show Strollers and Groceries?
Orlando Grocery Express is owned and operated by Strollers and Groceries, LLC