Frequently Asked Questions

Have a few anxieties about using The GoodGrocer service? Want an explanation on how it all works? Find some clarity with these Frequently Asked Questions (FAQs).
Is your question not answered here? No problem! Please feel free to contact us here, via WhatsApp (081 352 8922) or through any of our social media accounts.
You might also find helpful information in our Delivery, Returns & Cancellations or Privacy Policies.
Please also ready through our COVID-19 FAQs and the Protocols we have put in place to protect everyone whilst using our services.
 

ORDERING

We're pleased to introduce our very first offering to you, the Essentials Baskets!

These Baskets offer you a choice of your favourite essential goods that every household needs regularly, delivered straight to your door!

We currently have the following Essentials Baskets to offer:

  - Pantry Essentials

  - Cleaning Essentials

  - Household & Laundry Essentials &

  - COVID-19 Lockdown Essentials

We currently only offer a few selected items to ensure that we have all your basics covered so you make less trips out to the stores. However, we are working on adding more essential items as soon as we can guarantee you freshness and supply.

We're a brand spanking new business and are constantly adding new products and items as we grow. We're hoping you'll grow right along with us!

The GoodGrocer is an online grocery store. Placing an order is as easy as:

  - Visiting our website,

  - Navigating to the "SHOP" menu,

  - Select the Department you're interested in,

  - Select the product you want,

  - Click the brand you like (make sure the correct size is selected),

  - Select the Quantity you want & Add to cart,

  - Rinse & Repeat until you have all the items you need.

  - Checkout and we'll take care of the rest!

Yes, you need to have a minimum amount of R250,00 (excluding Delivery Fees) in your basket in order to place an order with us.

Don't stress, we have made it easy to make sure you qualify. You can check the banner at the top of the page that updates whenever you add something to your cart or you can just as easily check your cart.

Well, all that's left to do is sit back and relax.

After you have placed your order online, you will receive confirmation of your successfully placed order via the email address you registered. This will mean that we have received your order and are processing your order for fulfilment.

 If you have anything to query regarding your order, please contact us via email orders@thegoodgrocer.co.za (with your order number in the email title).

Or you can always check the details of your order from your Customer Account page.

No! We want you to have a GOOD shopping experience so we’ve designed a manner to reorder quickly.

You can reorder from the Order Confirmation email sent to you after completing your last order in two ways:

   1. Selecting the View your Order button will take you the Order Summary page where you can place a reorder under the 'Order Actions' section.

   2. At the very bottom of the email there is an option to place Reorder.

When you click the ‘Reorder’ button, you will be taken to the checkout page where all the items that you last ordered will be placed into your cart. All that is left to do is complete payment and Boom! you have placed your order again with no stress!

That’s not a problem, we allow you to make changes to your order up until 8PM (20:00) the night before your order is scheduled to be delivered.

You can edit your order from:

  1. The confirmation order page after checkout on our website.

  2. The Order Confirmation email sent to you after completing your order.

Your original order will be cancelled and all the items initially ordered will be reloaded into your shopping cart. This allows you the flexibility to edit payment, delivery details and items without any mistakes.

You can always contact us via email at orders@thegoodgrocer.co.za  with your order number and we will happily assist.

DELIVERIES

The GoodGrocer delivers to residential and business addresses within Polokwane, Limpopo.

To find out whether we deliver to your suburb, read our Delivery Policy.

Yes, we have a flat rate of R75.00 to all our Delivery Zones.

However, due the constraints on all our pockets during COVID-19 times, we now offer 10% OFF your 1st order.

Even better, we will give you FREE Deliveries for orders over R750.00 (automatically calculated at checkout)!

The GoodGrocer currently offers a deferred (delayed) delivery service. This means that when you place an order today, your order will be delivered the NEXT DAY.

Here's an example of the day you will receive an order:

          ORDER DAY         DELIVERY DAY

             Monday      --     Tuesday

            Tuesday      --      Wednesday

          Wednesday  --     Thursday

            Thursday    --    Friday

                 Friday    --    Saturday

   Sat & Sunday     --    Monday

Don't worry about trying to remember when your order is due to arrive, we will be in contact with you consistently, starting from when you place an order.

Please take a look at our Delivery Policy for more information.

We're living in unprecedented times in South Africa due to the COVID-19 pandemic meaning supply chains are no longer what they used to be. We make it our mission to deliver to you exactly what you want and you receive it when we say you will.

To do so, we might have to go looking for your preferred items. Along with lines into all stores and wholesalers, it will take time to fulfill your order.

We're a small business that aims to give you the best possible service, this will take a some time to achieve but we hope it will all be worth it in the end!

During checkout, you will be able to choose between our 3 different Time Slots for deliveries.

** The Time Slots for Monday to Friday are:

          Morning:     10:00 - 13:00

          Afternoon:  14:00 - 17:00

          Evening:      18:00 - 21:00

** The Time Slots for Saturdays are:

          Morning:     10:00 - 14:00

 Late Afternoon:  15:00 - 18:00

Choose the Time Slot that is most convenient to you where you'll be able to easily accept our delivery at your registered address.

The GoodGrocer will send you regular email notifications whenever the status of your order changes. You can check the status of  your order from the “Order History” page within your Customer Account page.

On the day of your delivery,  you will receive a ‘Tap to Track’ link which allows you to track your order live on a map with an estimated time of arrival (ETA) so you’ll know when we are right around the corner. Neat huh?

Please read our Delivery Policy to see how to track your delivery or contact us via email orders@thegoodgrocer.co.za (with your order number in the email title).

Yes please!

Since we perform contactless deliveries, we prefer our drivers not to accept cash. We have added an easy-peasy way to add a tip to your order during the checkout process.

Tipping is completely optional and at your discretion. Just choose the % of tip you want to add to your order and we'll calculate everything for you.

If the Time Slot you were to receive your order has come and gone with no order in sight, please contact us via email orders@thegoodgrocer.co.za (with your order number in the email title) and we'll get to the bottom of it!

Sure. As long as that someone is over 16 years old and is able to complete our contactless Proof of Delivery (POD) process for your order. We assume that any person other than yourself who receives your order at the delivery address is authorised to accept delivery on your behalf.

You will receive an email with a digitally signed POD note after we have fulfilled your order so you can see who received your order from us and at what time.

Good luck with that escape plan BTW.

PAYMENTS

The GoodGrocer aims to be completely contactless during the COVID-19 pandemic. We therefore only accept online payments and direct deposits.

The GoodGrocer makes use of the Payfast payment gateway for ecommerce websites which allows you to make safe and secure online payments.

With the use Payfast’s Instant EFT, The GoodGrocer is able to accept electronic banking transfer (EFT) payments from the following banks: 

      ▪︎ ABSA                   ▪︎ African Bank  

      ▪︎ Capitec Bank       ▪︎ FNB 

      ▪︎ Investec               ▪︎ Nedbank         

      ▪︎ Standard Bank    ▪︎ TymeBank 

As long as you have an account with any of the above banks & you have your bank account’s login details, you will be able to make online payments on our website. Please make sure online shopping is activated for your account with your bank.

Don't panic! You can just make a direct deposit into our account. All you need to do is select the "Direct Deposit" option during checkout.

Please note that we will then require you to send your Proof of Payment to us before we can start fulfilling your order via email (orders@thegoodgrocer.co.za) or via WhatsApp (+27 81 352 8922).

All the information needed to do will be available during checkout.

RETURNS

Your complete satisfaction with our service is our number one goal, we therefore strive to make sure that we deliver quality items in good condition. However, in the unlikely instance that you are not happy with the items delivered to you, we have put together policies to tackle the problem as painlessly as possible.

Please read through our Returns & Cancellations Policy for full details.

Yes. You can return or exchange an item up to a week (7 days) of receiving an order.

Please read through our Returns & Cancellations Policy for full details. Once your return has been approved by us, we will then start the returns process.

If you catch a problem with an item in your order BEFORE the delivery person has departed, you can hand the unsatisfactory item back to our delivery person. They may take a picture of the problematic item and make a note of it before you digitally sign for your order. You will receive an email notification confirming that your order was partially delivered.

This email will include a “Returns” link that you can select to start the returns process. Alternatively, you can always visit our website, scroll to the ‘Get Info’ section at the bottom (footer) and select the “Make a Return” button to start the returns process.

Please read through our Returns & Cancellations Policy for full details. Once your return has been approved by us, we will then start the returns process.

If you realise there is an issue with an item in your order after delivery, you can start the returns process anytime within that week by referring to the ‘Order Confirmation’ email and clicking on the ”Returns” link.

Or you can always visit our website, scroll to the ‘Get Info’ section at the bottom and select the “Make a Return” button to start the returns process.

Please familiarise yourself with our Returns & Cancellations Policy to make sure you know all your options and the process to follow in order to make a return on our website. Once your return has been approved by us, we will then start the returns process.

Yes you can!

You can cancel from the Order Confirmation email sent to you after completing your last order in two ways:

   1. Selecting the View your Order button will take you the Order Summary page where you can place a reorder under the 'Order Actions' section.

   2. At the very bottom of the email there is an option to place Cancel/Edit.

Depending on when you cancel your order, you may qualify for a full refund, store credit or both.

Please read through our Returns & Cancellations Policy for full details. If you have any issues cancelling an order on our website, email us at orders@thegoodgrocer.co.za (with your order number in the email title) for us to cancel your order manually.

If approved, we will send you confirmation that your order has been cancelled.

We treat any return, cancellation or exchange as a new order therefore it may take up to 72 hours to resolve completely. We will keep in-contact with you in the same manner as for normal orders.

Please read through our Returns & Cancellations Policy for full details.

GENERAL

The beauty of ordering online is that you can order anytime and anywhere.

Delivery Hours

  Monday - Saturday: 10AM - 8PM

  Sundays & Public Holidays: Closed

Operating Hours

  Mon - Friday: 9AM - 8PM

  Saturdays: 10AM - 5PM

  Sundays:    Closed

However, if you reach out to us on social media we may be active outside of these hours. So make sure you follow us on Facebook, Twitter & Instagram!

Why thank you very much!

After an order has been successfully delivered to you, you will receive a message with a link where you will be able to leave feedback for the service you received.

We welcome (and encourage) you to leave a message on any of our social media platforms (@thegoodgrocerza on Facebook, Twitter, Instagram & Messenger) or drop us an email.

Good or bad, we welcome any feedback as this helps our little business to grow into a big business!

We're available almost everywhere and in every way possible!

You can find us via email, WhatsApp (+27 81 352 8922), social media (@thegoodgrocerza on Facebook, Twitter & Instagram) and Messenger!

COVID-19

The GoodGrocer wants to protect you, our employees and the public in general as much as possible from the COVID-19 pandemic, therefore we’re following the protocols as set by the National Institute for Communicable Diseases (NICD), the World Health Organization (WHO) and the Department of Health (DoH).

This includes:

  - Practicing social distancing and staying 1.5 metres from others at all times

  - Washing/sanitizing hands and equipment regularly

  - Practicing good hygiene

  - Wearing a face masks (correctly!)

  - Making contactless deliveries.

As a business, The GoodGrocer recognises its role in preventing the spread and impact of the COVID-19 pandemic & have therefore created a COVID-19 Prevention Guideline that all employees of The GoodGrocer are stringently required to follow.

Please read details of our Guideline here.

When you receive an order from us, make sure that:

 - You and anyone else near you, wears a mask the entire time whilst you receive your order

 - Avoid contact with our drivers as much as possible

 - Maintain 1.5 metres from our delivery person

 - Sanitize the door handle inside and outside your home.

According to the World Health Organization “There is no evidence to date of viruses that cause respiratory illnesses being transmitted via food or food packaging”. However, a good rule of thumb would be to wash your hands with soap and water, after packing groceries away, and before & after preparing or eating food.

As a business, The GoodGrocer recognises its role in preventing the spread and impact of the COVID-19 pandemic & have therefore created a COVID-19 Prevention Guideline that all employees of The GoodGrocer are stringently required to follow.

Please read details of our Guideline here.

We follow the guidelines for screening employees for COVID-19 by Department of Health (DoH). This includes:

 - Screening daily at the time they report for work by testing their temperature. 

- Employees are also required to fill in a short survey to determine if they have any of the observable symptoms of COVID-19.

- Encouraging our employees to not come to work if they feel unwell.

- We will immediately send an employee home if they feel unwell during the work day.

If any employee shows worrying signs they will immediately be isolated and transported to an appropriate place for self-isolation.

As a business, The GoodGrocer recognises its role in preventing the spread and impact of the COVID-19 pandemic & have therefore created a COVID-19 Prevention Guideline that all employees of The GoodGrocer are stringently required to follow.

Please read details of our Guideline here.

The GoodGrocer is a small business with a handful of employees. Our delivery personnel, specifically, don’t typically interact with each other due to shifts. That means, alongside our COVID-19 Protocols, our drivers should not be able to spread the virus to each other.

However, we will test our remaining employees, disinfect all work areas/equipment and monitor employees carefully thereafter. So even if an employee tests positive, you can rest assured that you will still receive your order, some way, somehow!

Don’t worry, if an employee tests positive, we will keep all our customers up-to-date of the situation. This will include letting anyone who has received an order from a positive employee know that have been in close proximity with someone who has COVID-19.

To find out more about our COVID-19 Protocols, please read our COVID-19 Prevention Guideline here.

We will only close our operations if the Limpopo Department of Health decides it is necessary to do so after we have reported to them a positive test from an employee.

If we are instructed to close, we will offer customers with unfulfilled orders:

  - a refund,

  - store credit to be used when we re-open or

  - delivery of their order once we have re-opened.

In the meantime, we will thoroughly clean and disinfect all work areas and equipment to ensure the safety of everyone once we are permitted to resume our services.

To find out more about our COVID-19 Protocols, please read our COVID-19 Prevention Guideline here.

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