Frequently Asked Questions
1. General Questions
2. Hotel/Resort Delivery
3. Vacation Home Delivery
1. General Questions
Can I change or add items to my order before it is delivered?
Orders cannot be changed, edited, or cancelled within 72 hours of the scheduled delivery date. To edit your order before then, click on the "Edit or Cancel Your Order" link at the bottom of your email confirmation.
How many coupon codes can I apply to my order?
A limit of 1 (one) coupon code can be applied to an order.
- Note: Kingdom Stroller customers must include their order # in the notes. Kingdom Stroller coupons are valid ONLY for deliveries to Disney Resorts.
I received my order and something is wrong or missing. What do I do?
IMPORTANT: You have 24 hours after your delivery to notify us of any discrepancies with your order. After 24 hours we will not honor any requests for replacement items or refunds. 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.
What is your cancellation policy?
Orders cancelled more than 72 hours before the scheduled delivery date will receive a full refund. Orders cancelled within 72 hours of the scheduled delivery date will NOT be refunded. To cancel your order, click on the "Edit or Cancel Your Order" link at the bottom of your email confirmation. You will receive an email confirmation after we process the cancellation and refund your credit card.
Why does my credit card statement show Strollers and Groceries, LLC?
Orlando Grocery Express is owned and operated by Strollers and Groceries, LLC
Is there a minimum order or delivery fee?
There is no minimum order amount. The 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 email@example.com Please include your order number. We will not deliver alcoholic beverages without first receiving proper identification. Failure to send identification may result in a 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.
When should I place my order?
**We have a limited number of delivery slots available each day and once those are full, we cannot accommodate additional orders. 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.
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.
2. 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. Your groceries will be delivered to bell service per Disney's policy. That 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. We do NOT deliver to the Walt Disney World Swan and Dolphin.
We are aware of the changes Disney is implementing with outside vendors. At this time, grocery orders will still be delivered to Disney resorts and stored with bell service. If Disney makes additional changes to the vendor procedure, we will promptly notify our customers.
Do I need to be present to accept my groceries?
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 and you will be charged a $25 rescheduling fee.
IMPORTANT: If your resort will not hold your groceries, we will contact you 10-30 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.
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 time window (and accessible by phone) to accept the delivery.
Will my groceries be delivered right to my hotel room?
In most instances, the groceries will be left with the bell service or front desk at your hotel. The hotel will store the order, including refrigerated/frozen items until you pick them up. Most 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.
Do we work with travel agents?
Yes, please email us at firstname.lastname@example.org for more information. We offer a great commissionable rate available to all travel agents.
3. Vacation Home Delivery
Do I need to be present when the groceries are delivered?
Yes, unless you are able to provide us with a valid entry code (and alarm code if applicable) for the home. We work with many vacation home companies, and most will allow us access to the home to store the groceries before your arrival. If you are unable to provide us with a valid code, you must be at the home during your entire time window to personally accept your groceries. If no one is available to accept the delivery and we do not have a code (or the code doesn't work), your delivery will be rescheduled and you will be charged a $25 rescheduling fee.