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Refund policy

Truly Fresh Grocery Delivery - Shipping, Return and Refund Policy

Shipping Policy


欢迎您了解 Truly Fresh 的配送政策！我们非常感谢您的惠顾，并致力于为我们的新鲜和冷冻产品提供最佳的送货服务。考虑到我们商品的易腐性，请仔细查阅以下的配送政策：

1. 送货安排：
所有订单将尽快送达。请确保有人在送达时收取商品，以保持产品的质量。

2. 送货流程：

- 独立房屋: 对于住在独立房屋的客户，我们的送货司机会：
- 将商品放在前门。
- 按门铃提示已送达，并发送电子邮件。

- 公寓/住宅楼: 对于公寓客户：
- 我们的司机会首先尝试拨打提供的电话号码，通知客户下楼取货。
- 如未接电话或暂时不能下楼，司机会向发送电子邮件，照片会显示送到的物品和位置。

3. 送货后的责任：
成功送达后（电话或电子邮件通知后），商品的责任将转移到客户。Truly Fresh 对于在通知后丢失或任何损坏/损失的产品概不负责。请确保在收到通知后立即取货，确保商品的质量和安全。

4. 重要提醒：

- 请确保在结账时提供的电话号码是准确和可以联系到的。
- 由于我们产品的易腐性，立即取货是维持其新鲜和质量的关键。
- Truly Fresh 保留随时修改此政策的权利。变更通知将在我们的网站上发布。

5. 咨询与支持：
如果您对我们的配送政策有任何疑问或需要帮助，请联系我们的客服：support@truly-fresh.ca 或者 647-886-5917。

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Shipping Policy

Welcome to Truly Fresh Grocery Deliveries's Shipping Policy! We appreciate your business and strive to provide the best delivery service for our fresh and frozen products. Given the perishable nature of our items, please review our shipping policy below:

1. Delivery Scheduling:
All orders will be delivered as promptly as possible. Kindly ensure that someone is available to collect the items upon delivery to maintain product quality.

2. Delivery Process:
- Houses: For customers residing in standalone houses, our delivery driver will:
- Place the items at the front door.
- Ring the bell to notify the recipient of the delivery.

- Condominiums/Apartments: For condo customers:

- Our drivers will first attempt to call the provided phone number to inform the customer of the delivery.
- If the call is unanswered, our drivers will send an email to the customer. This email will include details about the delivery and the specific location where the products were placed.


3. Responsibility After Delivery:
Upon successful delivery (after the call or the message), the responsibility of the products shifts to the customer. Truly Fresh Grocery Deliveries is not liable for any products that go missing or any loss/damage that occurs post-notification. Please ensure that you pick up your order immediately after being notified to ensure the quality and safety of your items.

4. Important Reminders:

- Please ensure that the phone number provided during checkout is accurate and reachable.
- Due to the perishable nature of our products, immediate pickup is crucial to maintain the freshness and quality.
- Truly Fresh Grocery Deliveries reserves the right to make amendments to this policy at any time. Notification of changes will be published on our website.

5. Queries & Support:
For any questions or assistance related to our shipping policy, please contact our customer service at tfreshgroceries2@gmail.com or 647-886-5917.

Return & Refund Policy

Satisfaction Guaranteed

At Truly Fresh Grocery Delivery, we are committed to providing you with the freshest and highest quality products. If you find any item in your order that does not meet our quality standards, we are more than happy to assist you with a refund or exchange.

Quality Concerns

Please be aware that dissatisfaction due to personal preferences such as taste, color, sweetness, size, or fat content does not fall under quality issues. We encourage our customers to review product descriptions carefully before making a purchase to ensure satisfaction.

Return Process

If you decide to return an item, please follow these steps:

  1. Confirm with Us: Contact our customer service team to initiate the return process.
  2. Return Within a Week: After confirmation, you have one week to return the product to our store.
  3. Maintain Good Condition: Ensure the product is stored properly (frozen or refrigerated) and remains undamaged during the return process.
  4. Return Location and Hours:
  • Address: 2710 14th Ave, Markham, Ontario
  • Business Hours: Tuesday & Friday, 10:30 AM - 3:30 PM

Limitations

- Pick-up Service: We regret to inform you that we currently do not offer a pick-up service for returns. We appreciate your understanding and cooperation in bringing the items back to our store.
- Refund Process: Refunds will be processed to the original method of payment within a certain number of business days upon receiving the returned item in good condition.

Customer Support

For any queries or assistance, feel free to contact our customer support team. We are here to help you with any concerns or questions regarding our return and refund policy. Email: support@truly-fresh.ca

Appreciation

Thank you for choosing Truly Fresh Grocery Delivery. We value your trust and strive to provide you with a pleasant shopping experience.