Frequently Asked Questions

General

How much does the Grocery Butlers service cost?

Grocery Butlers charges a 35% Service Charge and a $50 Delivery Fee on the total of your order. There is a minimum order size of $150. A $20 Authorization will be charged at checkout as a reservation fee. Reservation fee will be refunded if order is cancelled within 48 hours prior to scheduled delivery time. We shop in Montrose which will save you money.

**We need 36 hours advance notice for all orders.**

There will be a 3% processing fee added to your order.

Please note: any delivery that requires a gondola or chairlift to access the property will be charged an additional $150.00 sur charge plus $150.00 per hour. A $75.00 sur charge will be added to any delivery North of the Telluride Airport including Last Dollar Road and Gray Head.

How can I contact you?
The easiest way to contact us is by filling out our contact form. We receive this form
immediately and will respond as quickly as possible. Visit our Contact Us page for other
alternatives.

What is your tipping policy?
Tipping is optional. Our mission is first-class customer service and this never depends on a tip.
For the convenience of customers who desire to give their delivery person a tip and prefer to
have it added to their credit card charge, there is an option to do so during the checkout process.

What is your policy as it relates to alcohol delivery?
All Wine and Spirits you select will be charged a 35% processing fee. Grocery Butlers is a
delivery service and all liquor products, along with the accompanying liquor sales tax, will be
charged to your credit card. In the State of Colorado, the legal drinking age is 21 years of age. To
purchase any alcoholic beverages (beer, wine, and spirits) you must show proof of age with a
valid ID. You will be required to send a copy of a valid ID with the same name on the credit card
being used for purchases, which will be kept on file.

Do you carry organic products?
Yes, we provide many organic products including fruits and vegetables, dairy items, frozen
meals, and other packaged goods. All organic selections are identified in the product description. As always, feel free to contact us with any questions or special requests.

Delivery

What days and times do you deliver?
Our service is available 7 days a week throughout the year. As part of our order checkout
process, simply select the date of your arrival. We strive to complete our deliveries between
10:00 a.m. and 1:00 p.m. MST. Of course we must work with property managers to gain access

and ensure housekeeping has your accommodations ready prior to our stocking the kitchen. If for some reason we are not able enter your unit, we will contact you to set up a delivery time.

Where do you deliver?
We deliver in the Telluride and Ouray resort areas. We also serve the greater San Miguel,
Gunnison, Montrose, and Ouray Counties. You will be prompted to provide a delivery address
and zip code before placing your order with us. Any special delivery requests can be made on the order form.

What if I am not there at the delivery time?
You do not have to be present to accept delivery. We work with your property manager to gain
access to your unit to unpack your order. Generally, there is not a problem. However, if for some
reason we are unable to get in, we will contact you to set up an alternate delivery time when you
can be there. It’s helpful if you inform the front desk or property manager you are expecting this
service.

Ordering

Do you have a minimum order amount?
Yes, our minimum order amount is $150 plus the $50 delivery fee.

When can I place an order?
Our website is available to you 24 hours a day, 365 days a year! You may place an order as far in
advance as you like; however, we ask that you complete the checkout process by 7 a.m. MST
48 hours before your requested delivery date. This will ensure that Grocery Butlers will have
enough staff to get your order delivered.

Can I order the same-day delivery?
In order to process and schedule efficiently, we ask that you have your orders completed 36
hours prior to your requested delivery date. If past this deadline, please email or call to see if we
can accommodate your needs. We do charge a $50 RUSH delivery fee to deliver within a 24
hour time frame.

What forms of payment do you accept? When is my credit card charged?
We accept credit card payments (Visa, MasterCard, American Express, or Discover). We do not accept cash or personal checks. Upon checkout, you will be asked to enter your billing address, credit card number, and expiration date. Your credit card will be charged a $20 authorization upon checkout of your order. If for some reason, you need to cancel your
order, you may do so no later than 48 hours before your requested delivery date. To make future orders even easier, you can check the box that requests we save your credit card information. We use a safe and secure merchant account which saves your information confidentially.

If I am ordering from outside the United States, how do I use my credit card?
We process orders placed by customers living abroad.

Can I change my order after it’s been placed?
If you want to change an order, please contact us with the items you want to remove, add, or
modify. We will accept any order changes prior to 48 hours of your requested delivery date.

How do I cancel an order?
Canceling an order can be accomplished by contacting us and stating your name, order number,
and request for cancellation. Orders can only be cancelled before 48 hours of your requested
delivery date. If an order is cancelled within the 48 hours of requested delivery date, there will
be a $50 re-stocking fee plus the order amount.

Can I save items in my shopping cart until I’m ready to checkout?
Yes, you can create a username and password which will allow you to start shopping and save
any items in your cart. This allows you to start shopping early and prepare your shopping lists
before you checkout. You will be able to log into your account and add any last minute items
before you checkout.

Customer Service

What if I am missing an item?
Please contact us immediately if you feel that you are missing an item from your order. We will
locate the item and get it to you as soon as possible. We double check all orders during the
shopping and packing stages before delivery. It is extremely important for us to know if you are
missing an item that you have been charged for. We strive for excellence and will rectify the
situation. Customer Service is our top priority.

How do I contest a charge on my credit card?
If you feel there is an incorrect charge on your credit card, please contact us immediately. We
will work with you to identify the charge and settle any issues quickly.

There is a problem with my groceries. What should I do?
We treat all customer complaints seriously. It is our desire that you be 100% satisfied with our
service and the quality and freshness of the goods. If something does not live up to your
standards, please contact us immediately so we can work with you to make things right.

What if I don’t see an item I want?
Select "Custom Item" while shopping and use the notes box to enter specifics of your item.

What if an item is out of stock?
We attempt to get every item on your list. At times, some items may be unavailable. In this case,
we will try to substitute with an equivalent product. The order price will be adjusted accordingly.

Security & Privacy

Do you sell or trade my personal information?
Your personal information is safe with us and is not given, sold, or traded to anyone else.

Are my orders secure?

Your personal security is our main concern. That is why we use leading industry solutions to
ensure that all personal information is secure and transmitted through SSL encrypted channels.

Can I give you feedback/suggestions?
We welcome all feedback and suggestions. For your convenience, please use our Online Contact
Form.

FAQ’s

What products do you offer?
We strive to carry the freshest and highest quality products available. All items must meet our
high quality standard requirements. We also offer natural and organic products as well as
Colorado items.

What if I’m not happy with something I received in my delivery?
If you are not completely satisfied with your order, please contact us immediately and we will
rectify the problem.

Do you have a retail store where I can shop?
We use the local markets and grocery stores in the area to find the highest quality and freshest
products available to you. We deliver the finest products to you so you don't have to waste your vacation time in an unfamiliar grocery store.

How do I set up a standing order?
You can create a shopping cart by creating an account that you can access at anytime. Whenever
you are ready, just simply checkout and schedule a delivery date.

Do I have to be present to receive my delivery?
You do not have to be present to receive your order. Please leave any special delivery
instructions during your checkout process.

How do I place my order?
Our on-line virtual grocery store makes it easy and fun to place your order. If you are
experiencing difficulties placing your order, feel free to contact us and we can help you through
it.

Do you accept special requests?
We strive to carry a variety of the highest quality and freshest products available. If you don't see an item that you would like or have a special request, please contact us so we can try to get the item requested.

How does the delivery program work?
Please visit the How it Works page and feel free to contact us if you have any further questions.

How do I pay for my order?
We use a SSL certified safe secure merchant account to process payments. We accept all major Credit Cards for payment.