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How does it all work?

How do I make an on-line order?

Orders can be made once you have registered via our on-line shopping site.   When registering you will need to enter a few details like your name, contact details and delivery address and choose a password.

Once you have registered and have your password you then won’t have to re-enter all your personal or address details next time you shop.

Please keep your account details and password secret, as you would be liable for any unauthorised use of your account.

How do I pay?

Payment is made by secure on-line payment using Mastercard or Visa.  We are unable to accept cheques or cash on delivery.

We can accept cash, Mastercard or Visa if you are collecting your order in person at our New Town store and have not yet paid on-line.

Do you deliver to my suburb?

We deliver to all CBD, inner suburbs and many outlying suburbs around Greater Hobart, in our refrigerated Hill Street Grocer van.  Please check whether we deliver to your area here.

If you live outside our delivery area, please register your interest by emailing online@hillstreetgrocer.com.  If we receive enough interest from others in your area we may consider a special service, for example, once a week to the East Coast of Tasmania, Midlands or Bruny Island.

I live nearby. Can I pick up my order rather than have it delivered?

Yes.   Instead of requesting home delivery, you can specify that you would like to pick up your order from our New Town store on a nominated day and time.  Your order will be packed, and ready for you to collect. You can pay on-line in advance, or when you pick up your order.

Do I have to be home to receive the order?

You need to be home the first time you order, and you or  someone authorised by you needs to be home to receive subsequent orders. You or the person you authorise might be asked for photographic ID when your order is delivered. We cannot leave orders at unattended houses due to the possibility of theft, damage or spoilage.

The driver will deliver your order to the front door, or, if you ask, may bring your order inside.

Do you deliver to offices and businesses?

Yes, as long as they are within our delivery area.  You or a person authorised by you needs to be at the premises to receive the order.

Do you charge for delivery?

We charge a flat fee of $10 per delivery Monday to Friday, regardless of your location, as long as you are within our delivery area.

Your delivery fee will be added to your total at checkout.

Is there a minimum order?

The minimum order is $30.

What time will my delivery come?

When you check out you can select your preferred delivery date and time.  Monday to Friday we have delivery time slots of 1pm-3pm, 4pm-6pm and 5pm-7pm.

What if I am running late?

Call us on 6228 2908 and we will try to contact our driver who may be able to deliver your order later in his run, so you have time to get home.  In some cases this will not be possible and we may have to bring your order back to the store.  If this happens we may charge to a re-delivery fee and also may charge you for perishable items which may have spoiled in transit or storage.

Can I change my delivery time and day?

Yes.  Contact us on 6228 2908 Monday to Friday between 7.30 am and 7pm or email online@hillstreetgrocer.com.  If you change your delivery time or day before your original  day of delivery, then no fees or charges will apply to that change.  If you change delivery time on the day of delivery, then we may charge you a re-delivery fee equal to your original delivery fee and the charges for any perishable items which may have spoiled in transit or storage.

How do I cancel an order?

We understand that life is busy and plans can change.  Should you need to cancel an order, contact us on 6228 2908 Monday to Friday between 7.30 am and 7pm or email online@hillstreetgrocer.com.  If you cancel your order before the day of delivery, then no fees or charges will apply to that cancellation.  If you cancel on the day of delivery, then we may charge you a cancellation fee of $20.00 and the charges for any perishable items which may have spoiled in transit or storage.

Do you charge more for products in your on-line store than in your actual stores?

No.  Unlike the major supermarkets who charge approximately 10 to 15% more for products bought on-line, our prices are exactly the same as what you will find in our stores.

What if something I order is not available?

Sometimes we will sell out of a particular item you have ordered or it may not be available from our supplier for some reason. If that happens we may substitute that product for another product of similar type and price, if you have selected the “substitutions ok” option when ordering.  If  there is no appropriate substitute or you have not requested substitutions then we will credit your account with the relevant amount within 3-5 business days.  This balance can be applied to your future orders.

In the case of orders which are picked up from our New Town store and paid for there, rather than home delivered, we will credit you with the relevant amount off your total when you collect and pay for your order.  If you have paid on-line we will credit your account with the relevant amount within 3-5 business days. 

What if there is a price difference for a substituted product?

If the substituted product is equal or more in price than your ordered item, we will not charge you the difference.

If it’s less, we will credit you the price difference to your account within 3-5 business days, or, if picking up and paying for your order in person at our New Town store, we will credit you with the relevant amount off your total when you collect and pay for your order. 

What if something is missing from my order?

If something is missing from your order and has not been indicated on your receipt as out of stock, not substituted or not credited to your account, please contact us on 6228 2908 Monday to Friday between 7.30 am and 7pm or email online@hillstreetgrocer.com and we will assist you in determining what has occurred.  If it is agreed that that product was left out of your order in error, will arrange for its re-delivery to you at your convenience, or a credit will be made to your account.

What if I am not happy with an item and would like a refund?

Hill Street Grocer prides itself on the quality and freshness of its produce.  If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund.

Please contact us within 8 hours of the delivery on 6228 2908 Monday to Friday between 7.30 am and 7pm or email online@hillstreetgrocer.com and we will assist you in determining what has occurred. 

If it is agreed that that product should be refunded, the item can be brought back to one of our stores for a refund, or the item can be collected from you by our driver next time we deliver to you. The relevant amount will then be credited to your account within 3-5 business days.

*This Quick User Guide should re read in conjunction with the Hill Street Grocer Terms and Conditions and does not override those Terms and Conditions.  Should any ambiguity exist between this Quick User Guide and the Terms and Conditions, the Terms and Conditions prevail.


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