How does it work?

Mailpac Groceries has made supermarket shopping so easy we know it might be hard to believe. So we decided to write some instructions for you, but at the end of it you’ll realize we weren’t kidding… it couldn’t be easier!

How do I make an on-line order?

Scroll to browse through items, just like you would when strolling the aisles at any other store. Or, search for specific items by typing it in to the search bar. Add items to your basket by clicking the "+" on the“add” button. As you add items they show up in your basket on the right. To remove an item simply click the "-" on the “add” button. Note a line appears through the item as it is removed from your basket.

Once you've filled your basket, you will need to register to complete your order. When registering you will need to enter a few details like your name, contact information, and delivery address.

Once you have registered and created a password you won’t need to re-enter your details next time you shop.

Do you deliver to my area?

Currently, we offer Same Day delivery in Kingston, and our Next Day delivery service is offered in Kingston, St. Andrew and St. Catherine. However, we also deliver islandwide within 48 hours of ordering. 

Do I have to be home to receive the order?

You need to be home the first time you order, and you or someone authorized by you needs to be home to receive subsequent orders. You or the person you authorize might be asked for photographic ID when your order is delivered. We cannot leave orders at unattended houses due to the possibility of theft, damage or spoilage.

The driver will deliver your order to the front door, or, if you ask, may bring your order inside.

Do you deliver to offices and businesses?

Yes. You or a person authorized by you needs to be at the premises to receive the order.

Do you charge for delivery?

We do not charge a delivery fee for deliveries in Kingston. However, we charge an $800 handling fee islandwide on all orders, and an additional delivery fee of $300 for Port Royal and Harbour View, $700 for St. Andrew and St. Catherine, and $2,100 for all other areas.

If you are unavailable to receive your delivery on the first attempt, you will be charged a re-delivery fee of $1,000.

Is there a minimum order?

There's no minimum order amount

What time will my delivery come?

When you check-out you can select your preferred delivery date and time.

What if I am running late?

Call us on (876) 778-7467 or (876) 806-7467 and we will try to contact our driver who may be able to deliver your order later in his run, so you have time to get home. In some cases this will not be possible and we may have to bring your order back to the store.  If this happens, we may charge a re-delivery fee and also may charge you for perishable items which may have spoiled in transit or storage.

Can I change my delivery time and day?

Yes.  Contact us on (876) 778-7467 or (876) 806-7467 Monday to Friday between 8am and 7pm or email support@mailpaclocal.com.  If you change your delivery time or day before your original day of delivery, then no fees or charges will apply to that change.  If you change delivery time on the day of delivery, then we may charge you a re-delivery fee and the charges for any perishable items which may have spoiled in transit or storage.

 

How do I pay?

You have multiple payment options. We accept cash, cheque, and credit card on delivery, or you can also pay by electronic transfer to our account. We don't currently accept payment online, but we're working on it!

If you would like to receive the order at one location, and need us to collect payment from another, we will do so at an additional fee of $500.

What if something I order is not available?

Sometimes we will sell out of a particular item you have ordered or it may not be available from our supplier for some reason. If that happens, one of our shoppers will call you to ask what substitute of a similar type and price you desire, if you have selected the “Substitutions OK” option when ordering.  If there is no appropriate substitute or you have not requested substitutions then we will simply remove the item from your order, and adjust your total.

What if there is a price difference for a substituted product?

If the substituted product has a different price tag than the item you originally ordered, we simply adjust the price to reflect the new rate, after you have confirmed the substitution.

What if something is missing from my order?

If something is missing from your order and has not been indicated on your invoice as "Not Supplied", or "Substituted" please call us at (876) 778-7467 or (876) 806-7467 Monday to Friday between 8am - 7pm or email support@mailpaclocal.com and we will assist you in determining what has occurred. 

If it is agreed that that product was left out of your order in error, we will arrange for its re-delivery to you at your convenience, or we will credit your account if you request. 

What if I am not happy with an item and would like a refund?

Mailpac Local prides itself on the quality and freshness of its produce.  If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund NO QUESTIONS ASKED!

Please contact us within 8 hours of the delivery on (876) 778-7467 or (876) 806-7467 Monday to Friday between 8am and 7pm or email support@mailpaclocal.com and we will assist you in determining what has occurred.

If the issue with the item is a fault of ours, we will collect the item and refund the relevant amount within 3-5 business days. Refunds can be done by cheque, or as a credit to your account. The choice is yours.

How do I cancel an order?

We understand that life is busy and plans can change.  Should you need to cancel an order, contact us on (876) 778-7467 or (876) 806-7467 Monday to Friday between 8am and 7pm or email support@mailpaclocal.com.  If you cancel your order before the day of delivery, then no fees or charges will apply to that cancellation.  If you cancel on the day of delivery, then we may charge you a restocking fee of $1,000 and the charges for any perishable items which may have spoiled in transit or storage.

** All customer service queries will be addressed in 2 business days. Please retain a copy of your receipt so we can better assist you.

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