FREQUENTLY ASKED QUESTIONS

1.      What Is PinoyGrocery.com?

PinoyGrocery.com is a store that offers a wide variety of mostly Filipino dry goods and a good selection of Asian items.  It allows customers to conveniently and easily purchase these items through their online grocery store and welcomes those who choose to get their groceries the old-fashioned way in their store located in Katy, Texas.

2.      Do I have to open/maintain an account on the site to order?
Currently, no registration is needed to be able to order from the site.  One only needs a computer with internet access and doing your groceries will never be any easier when you shop online with us.

3.      How do I order?

You can place your orders online anytime, any day with us by following the easy-to-do steps on your screen.  Click on the items you wish to purchase and simply add them to your cart.  You will be guided accordingly from choosing your items until payment. 

For those residing in Texas, you can simply enjoy a trip to our Katy store to check on our products.  Please click herefor our contact information. 

4.      How do I know that your store has received my order?

Your online orders will be acknowledged by email.  Door-to-door deliveries will be assigned a UPS tracking number to help monitor the whereabouts of the orders.

5.      Can I return/exchange items ordered?  How about defective items?

Yes, we accept returns and exchanges of defective/unsatisfactory items provided they are returned to us within 10 days after you have received your order.  Returned items may be brought to our store or returned via insured US mail or UPS.  All incidental fees for the return shall be shouldered by the customer. Our store’s liability will be the extent of goods replacement only.

6.      How do I get my order? 

Customers may pick up their orders from our store in Katy, Texas (which means no shipping fees added to you) or opt to have them delivered at their shipping addresses for a fee based on standard UPS costing.

7.      When can I expect pick-up/delivery after placing my order?

For store pick-up items, orders received before 2 pm will be ready after 5 pm. same day.  Orders received after 2 pm may be picked up by 12 nn the following day. Items may be picked up during our store hours Mondays-Saturdays from 10am-7pm, and Sundays from 12nn-6pm, except on holidays.

Unclaimed items shall be retained by the store until 7 days from order date. Items will no longer be reserved for you after the hold period as they will be returned to our shelves and be made available for purchase for other customers.

Orders for delivery will follow UPS schedule as outlined under STORE POLICY.  Please click here.

8.      Do you entertain exceptions for delivery/pick-up time if requested to be scheduled earlier than store policy? Any additional charges?

Customers may avail of the express delivery service for an additional fee based on UPS rates.  For store pick-up items, we may allow exceptions depending on the volume of orders placed for the day. However, we always encourage our customers to place their orders earlier than 2 pm. so that they can get their goods from the store the same day.

9.      What are your acceptable modes of payments?

We currently accept VISA, MASTERCARD and PAYPAL.

10. When do I get charged for my order?  When do you start processing my order?  

Orders will be processed immediately on a first-come, first-served basis following the store’s delivery schedule.  Your credit account will be charged 2 working days after your order has been processed.

11. How do I suggest a product that is not available in your store?

PinoyGrocery.com welcomes any suggestions you may have, requests for new items, comments, or simply anything that you wish to tell us!  Please click here for our contact information or simply check on our HOME page (STORE POLICY) for instructions.

12. Can I track my order online?

Yes, you can trace your orders via internet at www.UPS.com.  Just key in your tracking order number as it is asked on the UPS website and it will give the delivery status of your order.

13. Do you offer virtual delivery for phone cards?

Incidentally, we do not offer this for our phone cards. This is to protect your PIN and to ensure exclusivity of the phone card’s use to you.