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Store Frequently Asked Questions General Giant Eagle Special Order Questions 1).  What PAYMENT METHODS are available? 2).  What SECURITY is provided for my personal and credit card information? 3).  What is "REQUEST IT!"? 4).  What does "BACKORDERED" status next to an item mean? 5).  What does "COMING SOON" status next to an item mean? 6).  What does "TEMPORARILY UNAVAILABLE" status next to an item mean? 7).  What does "SPECIAL ORDER" status next to an item mean? 8).  What does "SEASONAL" next to an item mean? 9).  How do I use the SEARCH function? 10).  What do the DATES on food labels mean? 11).  How do I CONTACT SOMEONE with my questions or comments about this Store? Ordering Questions 12).  How do I PLACE AN ORDER? 13).  Is a HANDLING FEE charged? 14).  Is SALES TAX charged? 15).  How do I know my ORDER was SUBMITTED? 16).  How do I check on the STATUS of my ORDER? 17).  What do the different ORDER STATUS' MEAN? 18).  How do I CHANGE, CANCEL or TRACK my order? 19).  My order status shows CREDIT CARD DECLINED. What do I do now? 20).  When I placed my order, nothing was on BACKORDER, but my order now shows an item(s) on Backorder. What happened? 21).  Can I RETURN my order? 22).  How do I REPEAT an ORDER so I don't have to enter my information again? Shipping & Delivery Questions 23).  Do you SHIP PARTIAL ORDERS if an item is backordered? 24).  WHERE can you SHIP? 25).  What are the SHIPPING CHARGES when purchasing from this Store? 26).  What are UPS PUBLISHED SHIPPING RATES? 27).  WHEN will my ORDER be SHIPPED? 28).  HOW will my ORDER be SHIPPED? 29).  HOW LONG will it take my order TO ARRIVE once shipped? 30).  I need my order IN A HURRY! What are my options? 31).  How can I MINIMIZE my SHIPPING charges? 32).  Do I have to BE HOME to get my order? Question #1:  What PAYMENT METHODS are available? Answer:  We accept Visa, Mastercard and American Express. We are currently unable to accept personal checks or C.O.D.'s. Question #2:  What SECURITY is provided for my personal and credit card information? Answer:  All order information is encrypted using the leading provider of digital trust services, Verisign, before being transmitted over the Internet. Once we receive your credit card information, it is immediately stored in its encrypted form securely in our data center. Once encrypted, no one except us and the credit card authorization company can decrypt it. In addition, your personal information is stored in a secure server, and we reveal only the last four digits of your credit card number when confirming your order. Question #3:  What is "REQUEST IT!"? Answer:  This service is provided by the single largest Specialty Food warehouse in the U.S.. We have access to hundreds of manufacturers and thousands of Hard-to-Find food products in addition to what is shown in this Store. Though we certainly don't have every product ever made, we'll do our best to find what you want or suggest similar alternative products that may work for you (e.g. another brand, size, etc.). Through "Request It!", items are available in case quantities only. Our team typically responds within 2-5 business days. Thank you for your request! Question #4:  What does "BACKORDERED" status next to an item mean? Answer:  Backorders (items temporarily out of stock) are infrequent and typically last less than 2 weeks. In rare instances, a backorder can last 3-4 weeks or more. During the checkout process you have three options to choose from to let us know how to manage your order if an item(s) you've ordered becomes backordered. You can always change or cancel an order with a status of "Pending", "Backorder", or "Card Decline". If an item you've ordered remains backordered, we will notify you and present available options. You will receive a Shipment Confirmation e-mail as soon as your order has shipped. Question #5:  What does "COMING SOON" status next to an item mean? Answer:  "Coming Soon" designates an item recently added to the Online Store, but not yet in warehouse stock. Stock will typically arrive for shipment within a couple weeks. Question #6:  What does "TEMPORARILY UNAVAILABLE" status next to an item mean? Answer:  "Temporarily Unavailable" indicates some type of extraordinary delay in the ability to produce the item has resulted in an extended backorder. The item is not discontinued. Reasons for delays can be a difficulty in sourcing an ingredient, manufacturing facility production schedules, among others. Unfortunately we don't always know the cause of the delay, nor when it is expected to be resolved. As soon as stock arrives, the "Temporarily Unavailable" status will be removed and the product will be available for ordering. Question #7:  What does "SPECIAL ORDER" status next to an item mean? Answer:  "Special Order" designates items that aren't currently stocked due to small demand, but are available for your convenience as a Special Order from the manufacturer. Special Order items usually ship 6-8 weeks after receipt, sometimes sooner. And since these items aren't stocked, they're available in case quantities only. Question #8:  What does "SEASONAL" next to an item mean? Answer:  Products whose quality can be compromised if shipped during certain seasons (melt in the summer or freeze in the winter) are marked "Seasonal" during the appropriate period. In some cases, an item is only available in certain seasons. If you would like to order a product marked "Seasonal", contact us and let us know (click on "Contact Store"). If it's available, we'll be glad to ship it to you, at your risk of course. Question #9:  How do I use the SEARCH function? Answer:  By Keywords: Search can be wide (e.g. "Store") or narrow (e.g. "Current Store Aisle"). Using FEWER keywords returns MORE GENERAL results. Using MORE keywords returns NARROWER results. Make sure to try the singular form then the plural form, next time. Mis-spellings will not return accurate results. Results: Top 50 results will be returned. Includes matches from within Product Description first, followed by matches withinIngredients. By Brand: Displays the Brands currently listing in the online store. Products are displayed alphabetically by Brand name selected. Not finding what you're looking for? We have hundreds of additional Brands in our warehouse. Try "Request It!" and we'll do what we can to find the item you want or suggest similar alternatives, if you'd like. Question #10:  What do the DATES on food labels mean? Answer:  Dates are printed on many food products. After the date expires, must you discard that food? In most cases, no. A calendar date may be stamped on a product's package to help the store determine how long to display the product for sale. It is not a safety date. Product dating is not required by Federal regulations although dating of some foods is required by 15 states. Calendar dates are found primarily on perishable foods such as dairy products, eggs, meat and poultry. Coded dates might appear on shelf-stable products such as cans and boxes of food. There are several types of dates: "Sell-by" - tells the store how long to display the product for sale. You should buy the product before the date expires, but it can be consumed after that date. "Best if Used By (or Used Before)" - recommended for best flavor or quality. It is not a purchase or safety date. "Use-By" - the last date recommended for the use of product while at peak quality as determined by the manufacturer. "Closed or Coded" Dates - packing numbers use by the manufacturer in the event they need to track their products. This enables manufacturers to rotate their stock as well as locate their products in the event of a recall. "Expiration Dates" - by law, all baby food and formula must carry an expiration date. Do not use these items past their expiration date. For more information on food safety, visit www.homefoodsafety.org. Question #11:  How do I CONTACT SOMEONE with my questions or comments about this Store? Answer:  Please click on "Contact Store" to reach the Online Store. Question #12:  How do I PLACE AN ORDER? Answer:  1) Shop for items by clicking the different Aisles or using Search. Products may appear under more than one Aisle as deemed appropriate. 2) Place items into your shopping cart by indicating the quantity you desire and then clicking the "Buy" button located next to the item. 3) Click the "Review Cart/Check Out" button to review your selections and proceed through the 6 Checkout Steps. You will receive an Order Number and Order Confirmation Number upon completion of your order. Use the "Repeat Order" function for faster re-ordering. See "How do I REPEAT an ORDER so I don't have to enter my information again?" for additional information. Question #13:  Is a HANDLING FEE charged? Answer:  Whether the order is $5 or $25, the costs associated with handling that order are nearly the same. Rather than requiring a minimum order amount, a $2.50 handling fee is added to all orders under $25 to help defray the costs of picking and packing the order. For all purchases $25 and above, there is never a handling fee. Question #14:  Is SALES TAX charged? Answer:  Sales tax will be applied to all orders billed to or shipped to an Illinois address. Question #15:  How do I know my ORDER was SUBMITTED? Answer:  At Checkout Step #6, your Order Number and Order Confirmation Number will be displayed to verify receipt of your order. We recommend printing this screen for your records. An Order Confirmation e-mail is also sent when an order is entered and an e-mail address is supplied to us in the Checkout process. If in doubt, contact us (click on "Contact Store"). Question #16:  How do I check on the STATUS of my ORDER? Answer:  Click on "Order Review". Enter your Order Number and Order Confirmation Number and click on "Order Status/Track Order". The status of your order will be shown. Question #17:  What do the different ORDER STATUS' MEAN? Answer:  Pending - order is waiting to be processed In Process - order is being prepared for shipment Shipped - order has been shipped. Clicking on the tracking number(s) provides you a scheduled delivery date for your order BackOrder - order is waiting for a product(s) to arrive into stock (see "Do you SHIP PARTIAL ORDERS if an item is backordered?" for more information) Cancelled - order has been cancelled Credit Card Declined - Your credit card company declined authorization of the credit card information entered on the order (See "My order status shows CREDIT CARD DECLINED. What do I do now?") Question #18:  How do I CHANGE, CANCEL or TRACK my order? Answer:  You can always change or cancel an order with a status of "Pending", "Backorder", or "Card Decline". Click on "Order Review". Enter your Order Number and Order Confirmation Number and click on the appropriate button for the function desired. Any order information can be changed while in Edit Mode. You will receive a new Order Confirmation showing any changes you've entered, or a Cancellation e-mail showing your order has been cancelled. Clicking on "Order Status/Track Order" shows the status of your order. If "Shipped", clicking on the tracking number(s) provides you a scheduled delivery date for your order. Question #19:  My order status shows CREDIT CARD DECLINED. What do I do now? Answer:  Credit Card companies decline authorization for various reasons. Most frequently the Card Number or Expiration Date were keyed incorrectly. If you believe this may be the reason, re-enter the same card again (in case of keying error) or try a new credit card and resubmit (see "How do I CHANGE, CANCEL or TRACK my order?" for additional order editing instructions). You may also contact your Credit Card company via the 800 number on your card to inquire about recent authorization attempts and reasons for authorization declines. This service requests authorizations under the business name "Food - Home Delivery". Question #20:  When I placed my order, nothing was on BACKORDER, but my order now shows an item(s) on Backorder. What happened? Answer:  For a variety of reasons, despite diligent efforts in warehousing, inventory levels on computer systems can differ from what is physically in stock. When you placed your order our systems showed stock. However, when we began to process your order, we discovered the physical stock wasn't there - an infrequent occurrence. Subsequently your order was changed to Backorder status. See "What does "BACKORDERED" status next to an item mean?" and "Do you SHIP PARTIAL ORDERS if an item is backordered?" for more information on managing your Backorders. Question #21:  Can I RETURN my order? Answer:  Due to the concern of our citizens and dangers regarding food product tampering, we have chosen to err on the side of caution by not re-shipping products that have been delivered to someone's home. Therefore we cannot accept returns, so be sure you’re ordering the right product. If the product was found to be damaged upon arrival, the wrong item was shipped or some other problem occurred with your shipment, please contact us through the "Contact Store" section. We apologize for any inconvenience. Question #22:  How do I REPEAT an ORDER so I don't have to enter my information again? Answer:  You can repeat any order regardless of its status to reload your address data for faster ordering. Click on "Order Review". Enter your Order Number and Order Confirmation Number and click on "Repeat Order". Items and checkout information will be pre-loaded from previous order. Add and remove items and change quantities from Shopping Cart as needed. Click through pre-loaded checkout steps to submit your new order. NOTE: For security & fraud prevention reasons, we do not pre-load credit card information from previous orders. Credit card information is the only information required to be re-entered to complete your order. Question #23:  Do you SHIP PARTIAL ORDERS if an item is backordered? Answer:  Only if you tell us to! As a rule, we'll hold your order if an item is backordered and ship complete once all items are in stock. In Step 3 of the Checkout, you'll have the option to instruct us to: a) Delete any backordered items off your order and ship the remaining items, OR b) Ship available items now. Create a 2nd order for backordered items that will ship once all items are in stock. A additional freight charge applies for the 2nd order. Question #24:  WHERE can you SHIP? Answer:  We ship to locations within the United States, including Alaska and Hawaii. Sorry, we're currently unable to ship to APO, FPO and PO Boxes. Question #25:  What are the SHIPPING CHARGES when purchasing from this Store? Answer:  Shipping is not charged on the basis of order amount, we don't feel that’s fair. We simply calculate the weight of your order and using your zip code, charge the actual UPS Published Shipping rate (the same rate you'd pay if you shipped it yourself from our zip code to yours). Want to know shipping charges before beginning the checkout process? Use our "Shipping Fee Calculator" by placing your items in the Cart and clicking on the "Review Cart/Checkout" button. Question #26:  What are UPS PUBLISHED SHIPPING RATES? Answer:  The amount you'd pay if you took a package to UPS to ship it from our zip code to yours. This is the amount you'll pay for shipping when ordering from this Store. Want to know shipping charges before beginning the checkout process? Use our "Shipping Fee Calculator" by placing your items in the Cart and clicking on the "Review Cart/Checkout" button. Question #27:  WHEN will my ORDER be SHIPPED? Answer:  Orders usually ship within 2 - 5 business days unless a backorder is indicated next to an item on the order. A Shipment Confirmation e-mail with tracking number is sent when an order is shipped and an e-mail address is supplied to us in the Checkout process. See "I need my order IN A HURRY! What are my options?" for additional information. Question #28:  HOW will my ORDER be SHIPPED? Answer:  Your order will be shipped via UPS. Available services include Ground, Next Day Air or 2nd Day Air. For transit times to your state, see "HOW LONG will it take my order TO ARRIVE once shipped?". NOTE: Air shipping methods reduce the time in transit with UPS, not the time to ship of usually 2 - 5 business days. See "I need my order IN A HURRY! What are my options?" for additional information. Question #29:  HOW LONG will it take my order TO ARRIVE once shipped? Answer:  After your order leaves our warehouse, typical UPS Ground transit times are: 1-2 Business Days: IA, IL, IN, MI, WI 2-3 Business Days: AL, GA, KS, KY, MN, MO, NE, NY, OH, PA, TN, WV 3-4 Business Days: AR, CO, CT, DE, FL, LA, MA, MD, ME, MS, NC, ND, NH, NJ, OK, RI, SC, SD, TX, VA, VT, WY 4-5 Business Days: AZ, CA, ID, MT, NV, NM, OR, UT, WA. Question #30:  I need my order IN A HURRY! What are my options? Answer:  Two options are available. One or both options can be used. 1. Air Shipment. You can select Next Day Air or Second Day Air shipment services to reduce the time in transit with UPS. For transit times to your state, see "HOW LONG will it take my order TO ARRIVE once shipped?". NOTE: Air Shipping Methods reduce the time in transit with UPS, NOT the 2 - 5 business days for usual order processing. 2. Rush Order Service. Whether Ground shipment or Air, your order will receive Priority Processing for immediate shipment. Reduces order processing time from the usual 2-5 business days. Check the box for Rush Order in Step 3 of the Checkout. Orders ship same day for orders received by 11:00 AM CENTRAL TIME, Monday - Friday, and next business day for orders received after 11:00 AM. Holidays may affect this schedule. A $5 charge will be added to your order for Rush Order Service. Question #31:  How can I MINIMIZE my SHIPPING charges? Answer:  The most expensive pound to ship is the 1st pound that goes in the box. Each pound after the 1st adds an incremental charge MUCH less than the 1st lb. In fact, depending on your zip code, you can typically add 5 - 25 additional lbs of product to your order for LESS than the 1st lb cost you. Want to know shipping charges before beginning the checkout process? Use our Shipping Fee Calculator by placing your items in the Cart and clicking on the "Review Cart/Checkout" button. See "What are the SHIPPING CHARGES when purchasing from this Store?" for additional information. Question #32:  Do I have to BE HOME to get my order? Answer:  If you live in a Single Family Residence UPS will normally leave your package if you're not at home. If you live in a Multi-Family Residence (2 or more units share the same entry door to the facility) UPS will NOT leave your package for security reasons. Someone must be present to sign for the package due to UPS' experience with packages being inadvertently taken or stolen. Note: Signing the release section of the UPS InfoNotice left on your door will not result in delivery. UPS will make a total of three (3) delivery attempts, sometimes 2 on a single day (M-F). After each delivery attempt UPS will leave a UPS InfoNotice telling you the approximate time of the next delivery. If after 3 attempts they still have not found you at home, they will hold your package at the local UPS office for five (5) additional days, during which time you can pick the package up. Call 800-833-9943 to schedule a delivery date or make arrangements for pick-up at your local UPS facility. If after five days you have not picked up the package from the UPS office, it will be returned to us. Reshipment charges apply for orders returned for non-delivery. AIR SHIPMENT SPECIAL NOTICE - If your package is being sent Next Day Air or 2nd Day Air, it will IMMEDIATELY be returned to our warehouse after the 3rd delivery attempt. AIR PACKAGES ARE NOT HELD AT THE UPS OFFICE FOR FIVE (5) ADDITIONAL DAYS, unless you call 800-833-9943 BEFORE the 3rd delivery attempt.