Customer Policies
As a Store to Door® Customer, We Ask You To:
- Work with our Order Takers (or independently online) to create a grocery order on a scheduled bi-weekly basis;
- Be available between 10:00 AM - 3:00 PM to receive your groceries on your scheduled delivery day;
- Pay for your groceries and delivery fee (where appropriate) upon receipt of the groceries.
Ordering
Working With Your Volunteer
Store to Door® couldn’t operate without the dedicated efforts of over 100 Volunteer Order Takers. When you initially enroll for Store to Door®’s service, you will be assigned to a Customer Service staff member who will call from Store to Door®’s office to take your order. After a few months, you may be assigned to a Volunteer Order Taker who will call you from his or her home to take your order. Volunteers do not receive compensation; they support Store to Door®’s mission and give their time to serve others. The Volunteer Order Taker will call you every two weeks on your order day, at a time that works for both of you. If, over time, you find you miss your Volunteer Order Taker’s call to take your order for more than a couple shopping cycles, please contact the Store to Door® office regarding your schedule. We work to maximize the efforts of the Volunteer Order Takers, since the work of each one of them allows us to stretch our financial resources to serve more customers.
If you miss your Volunteer Order Taker’s call, or need to add on to your order, please contact the Customer Service staff in the Store to Door® office directly before NOON on the next business day.
We ask that you do NOT call your Volunteer Order Taker for any reason. Please be considerate of their time and privacy. If you have any concern with your Volunteer Order Taker, please contact the Volunteer Coordinator at the Store to Door® office.
Pharmacy Orders
Along with your grocery order, Store to Door® will pick up and deliver your pharmacy order from Cub Foods. Call in your order directly to the pharmacy; inform your Order Taker you have a “Pharmacy Order” to be picked up for delivery so it can be noted on your order. Most frequently, customers pay for prescriptions through a health care plan or with a credit card. Prescriptions can be run through the register with your groceries. A delivery charge is not applied to pharmacy orders. A prescription will not be delivered if a grocery order doesn’t accompany it.
Special Orders
If you want to ensure that special order items are available the morning we shop, call the Cub Foods deli, bakery and /or meat department of the store where we shop your order the day before we shop. Ask the specialty department staff to put in a “Special Order” for Store to Door® pickup. Reserve this order under your name and inform your Order Taker that you have a “Special Order” for pickup. Be sure to mention which store department is holding your order. It will be noted on your order.
Gift Cards, Phone Cards and Stamps
Cub Foods sells Cub Foods gift cards as well as many other gift cards in many denominations. Phone cards and U.S. Postal Service stamps are sold by Cub Foods as well. Order these items with your Order Taker; they’ll be included on your Cub Foods register receipt and delivered with the rest of your purchases.
Substitutions
When working with the Order Taker, be clear whether you will accept a substitution for a specific product or products on your order. All the Store to Door® shoppers are volunteers. They are extremely conscientious and do want you to have as complete an order as possible. If they have a question about an item, they will attempt to contact you while at the store (very early in the morning on your day of delivery) or, if given permission to do so on the order, may substitute another item.
Coupons
Cub Foods honors all their own advertised coupon prices for Store to Door® customers without your having to provide the Cub Foods flyer coupons. Please tell your Order Taker if your item is an advertised special to assure the correct product is obtained.
Manufacturer’s coupons, (current as of the day you receive delivery) are accepted as well. Upon delivery of your groceries, the Delivery Coordinator deducts the actual coupon amount from your bill, then includes the actual coupons with your payment that’s submitted to the Finance area at Store to Door®. (If placing your own order on line, DO NOT enter coupon amount into the order entry system).
Order Item Minimum
The mission of Store to Door® stresses the work we do is to “enhance independent living”, which mandates a level of grocery-purchasing to sustain an adult for two weeks. To help us continue to serve our mission, we’ve set a minimum order level: $25.00. We hope you understand our need to conserve our resources to deliver to those most in need of basic food.
Weight Limitations
Store to Door® Delivery Coordinators must deliver to several customers each day, using a van that holds only so many boxes of groceries. To assure all customers’ orders can fit in a van, we’ve developed a maximum weight restriction per order:
- Two 24-packs or 4 12-packs of pop (An exception to this restriction is when Cub Foods promotes 3 24-packs for the price of 2)
- Six gallons of milk or water
- 2 large pet items (25# each)
Rainchecks
Store to Door® cannot accept rain checks issued by Cub Foods for out-of-stock advertised items.
Shopping at Cub Foods
Every week, Tuesday through Friday, around 6:00 AM, Volunteer Shoppers arrive at Store to Door to shop your order. Many of these shoppers have donated their time and energy for years. They’re very familiar with the store’s contents and layout and work hard to shop your order just as you gave it to the Order Taker. Sometimes we make mistakes. Sometimes Cub Foods is out of stock. If you’re able to be home on the morning of your delivery day, it’s very helpful. As we shop your order, you may hear from a Store Coordinator, with a question about a specific item. Otherwise, we do the best we can, selecting fresh produce and meats based on your specified size and brand.
Store to Door® and Cub Foods’ stores are totally separate companies. Store to Door® is a non-profit community service provider. Cub Foods is our corporate sponsor. Our shoppers and delivery staff use the front end of five Cub Foods stores fourteen times a week. If you have a question about your order, Cub Foods has no record of it. Please call Store to Door® at 651.642.1892 with any questions.
Delivery
On the day of your delivery, Delivery Coordinators will bring the groceries into your kitchen and unload them. If requested, we will also help you put items in your refrigerator or freezer. We will then accept any valid manufacturer coupons which will be subtracted from your grocery total. You then pay for the amount due using a check or credit/debit card.
It is MANDATORY that you are home on the day of your delivery! If for some reason this is not possible, it is YOUR responsibility to make other plans. You may ask a trusted friend, neighbor or your management office to accept the groceries for you. Leave a blank signed check and ask them to fill in the amount due to Store to Door®.
BE SURE to notify the Store to Door® office of any new address for delivery. Failure to be available for delivery may make you ineligible for future service.
Payment
Store to Door® accepts checks for payment. Our drivers aren’t equipped to handle cash so we do not accept cash payment. We currently cannot accept EBT or food stamp cards.
We do work with family members or conservators to assist those unable to generate a check to pay for groceries directly to Store to Door®.
Delivery fees of 15-20% of the value of the grocery order are charged depending on the income reported at registration. Many customers’ delivery fees are fully subsidized. Applicable delivery fees, if any, are reflected in the total invoice amount. The maximum delivery fee is $30.00.
Incorrect Items
Store to Door® Volunteer Order Takers and Volunteer Shoppers work hard to deliver the groceries you desire and order. If, upon delivery, you identify a problem with a specific item, your Delivery Coordinator may adjust your payment due for returns of non-perishable items only.
If you want to return a non-perishable product from a previous delivery, your Delivery Coordinator may take the product and deduct the cost from your current bill if you have the cash register receipt showing the price you paid for the item.
Perishable items (produce, meat, bakery, dairy, deli) typically can’t be returned to Cub Foods and cannot be recycled. We ask your cooperation in taking care when ordering perishable items.
If there is an error with a perishable item or in the pricing of a product, please call our Customer Service staff in the office. They will promptly review the problem and adjust your account appropriately. Our Delivery Coordinators don’t have the resources available to make this adjustment.
Incorrect items must be brought to the attention of the Customer Service staff within 48 hours of delivery. This allows us to research and resolve any delivery concerns while the information is still readily accessible. Call within 48 hours if you have any questions about your order.
Delivery Coordinators
Store to Door® is proud of its dedicated Delivery Coordinator work force. These men and women conscientiously review the shopped orders, load the groceries into tote boxes, haul the boxes to their trucks, unload the totes at your residence and carry them into your kitchen. Their primary responsibility is to deliver accurate grocery orders. Please refrain from asking them to move furniture, empty trash or change your light bulbs. They’re committed to delivering all their orders between 10:00 AM - 3:00 PM; doing odd jobs makes it less likely they’ll be on time for their last customer.
Tipping Policy
Store to Door® requests that you do NOT tip the Delivery Coordinators. Delivery Coordinators are paid staff. If you would like to make a donation to Store to Door®, we enclose envelopes into which you can tuck a check in each of our quarterly newsletters. We also launch two annual appeal campaigns: Thanksgiving and Older American’s month in May. Store to Door® is a nonprofit organization whose mission is to serve you.
Again, we welcome you as a valued customer. If you have any questions or comments, please contact Store to Door® at 651.642.1892.
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