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Frequently Asked Questions
The GIST: 1-2-3-4
1. You shop and pay for your groceries on our site

2. Our Team shops multiple stores to best fulfill your order

3. We coordinate all details with the rental agency to enter the property before you arrive

4. Cold items will be placed in the refrigerator, Dry items sealed in boxes.
General
Q: How do I get my order delivered to my Vacation Rental?
A: Please provide the address of your rental property including unit number when applicable AND your Rental Agency’s Contact Information on your order form. We will coordinate all delivery details, including entry to the property. Please leave us your number as well just in case we need to reach you.
Q: What if I am renting a VRBO Property?
A: It is essential we have the contact information for the Property Owner and Management Company. We will coordinate all other details. Please book your grocery order early as some properties are keyed entrances only.
Q: What if I have special instructions or items I can’t find on the site?
A: There is a section for special instructions on your order form. We will do our best to get everything you want but additional items are not guaranteed. We will charge the total to your credit card for additional items after they are delivered. Text requests to 843-505-8568 (or call).

Produce, Substitutes, Stock:
Produce in the Low Country is hit or miss. Stock in the stores varies so much it can be maddening.

Here’s how we handle it:
If the quality of produce is not up to par, we won’t purchase the item, and we’ll adjust your bill accordingly. Bags of Salad: I’m not a fan as they don’t keep. Unless you plan to use them immediately, I encourage you to buy a tub of greens and some romaine/iceberg.

Stock:
Our team hustles around to several different grocery stores trying to track down your items. After the 3rd store, we will grab a substitute. As stock varies, we will always error in your favor. We grab the larger size (24oz salsa if there’s not 16, and you ordered 16). We will absorb the cost.

Special Dietary Needs:
We encourage you to bring what you can, especially if you have brand preferences. That being said, we will do our best to accommodate you!
Q: What are the delivery days and times?
A: We deliver Monday through Friday 12-7 P.M. and Saturday & Sunday by appointment only. Saturday and Sunday are busy days during vacation season so we take many orders and set them to a logistical delivery route instead of a specific delivery time. Most orders are delivered prior to arrival. (except Daufuskie Island) Please call for details.
Q: Does CVG deliver to Daufuskie Island?
A: Yes! We send groceries and supplies to Daufuskie almost daily. We do not; do pre-arrival delivery or deliver to the house on Daufuskie as we do on Hilton Head Island. The procedure is that we deliver to the boat you travel on and a staff member from the boat service, if available or Daufuskie Transportation Services will deliver to your house. Before departure please ask if your groceries are on board. We also send groceries once you are on the island but unless other arrangements are made you must meet the boat to pick up the groceries from the dock. Feel free to call for further details.
Q: What is the delivery fee?
A: Our local delivery fee is $14.95 which includes shopping and delivery. Vacation deliveries are $29.95 to cover the logistics of shopping + $7 supplies such as boxes, tape, markers and dry ice. We deliver and put the groceries away before the guest arrives. (except Daufuskie Island) Please call for details.
Q: What types of payment do you accept?
A: We accept all major credit cards.
Q: Do you have a minimum order amount?
A: No minimum. Maximum: for orders over 10 boxes and 4 cases of water, we will have to add an additional $10 to your order.
Q: How much time do I have to place my order before my requested delivery day?
A: Minimum 1 week Prior to Arrival. More during peak season. You can book months in advance! Local residential orders need to be in before 5 pm the day before the delivery date. We recommend vacation orders to be placed as soon as possible to reserve a spot; you can, however always touch base to see if we can fit in a late order. We hate to turn our guests away! 843-505-8568
Q: Can I change my order after it has been placed?
A: Additions only.
Q: How do I cancel an order?
A: Cancelling an order can be completed by contacting us keri@lowcountrygroceryrunner.com . Orders must be canceled 72 hours or more prior to your delivery date. We will refund your total less 3% administrative fees.
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 inventory. If this is the case, we will purchase an equivalent item.
Q: I want an item that is not on the website, what do I do?
A: Best Practice: Text 843-505-8568. If you are looking for an item, but don't see it in our store you can let us know by adding the item in the provided space on your order while checking out or simply call 843-505-8568..
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. Please understand you must contact us within 24 hours after your delivery if you have a concern about the freshness of our groceries. We require you to contact us within 48 hours if you feel an item is missing. Be assured we double-check all orders when they are picked up and before they are delivered.
Q: Do you deliver during holidays?
A: Sometimes... Call for availability! 843-505-8568
Q:Do I have to be home when I want my food delivered?
A:NOPE! We will coordinate all details. That’t the magic of our service – YOU DO NOT NEED TO BE PRESENT when we deliver. We will coordinate all details with your rental agency.
Q: Do I have to tip the driver?
A: Leaving tips is entirely up to you. Tips are not expected, but are always appreciated by our employees.
Q: How do I change my profile?
A:Changing your profile requires you to be signed in. Once signed in, simply click the My Account tab on top of our website to access and edit your profile.
Q: How can I retrieve my username and/or password?
A: Retrieve your username and password.
Security & Privacy
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. Your information can only be accessed when you sign in or by request.
Q: What is Cyber Valet’s Privacy Policy?
A: Read our Policy
Q: How do I know my order is secure?
A: At Cyber Valet Grocery, we want you to feel safe while shopping with us. That's why we use the THAWTE brand to verify our standing. THAWTE THAWTE verifies our address and business standing for your comfort. In addition they encrypt all of your personal information, including name, address and credit card number, as it is submitted to our Web server. Once received, your personal information is stored in our secure data center.
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 Cyber Valet Grocery. Send any comments, suggestions, or feedback to us.


 
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