Customer Service Q&A

Q: How do I get in contact with the customer service team? How long does it take for me to hear back?
A: If you are a WeChat user, please scan the below QR code to get in contact. Otherwise, please email us at support@grfreshmarket.com. Our customer service team will get back to you within 24 hours.

 

 

 

Q: How to I place an order?
A: Please head to https://grfreshmarket.com/news/home-delivery-instruction/ to view detailed instructions.

Q: How do I get a refund if my order is missing items?
A: Our backend will detect it when we are missing your item. You will receive an email on the day of your delivery about missing items and refund if applicable. If you have any other questions such as items with quality issues that needs to be returned and exchanged, you can contact our customer service team at support@grfreshmarket.com. After your refund is processed, you will receive a confirmation email.

Q: How long does it take for the refund to go back to my original form of payment?
A: After you receive the refund process confirmation email, the further processing time is subject to your bank. Please contact your bank if you do not receive the refund for a prolonged period of time.

Q: I sent a message to the WeChat group about my missing items, but I never got a refund. Why?
A: Our customer service team only process emails refund request to avoid missing crucial information. Please contact our customer service team at support@grfreshmarket.com for any refund related questions.

Q: Can I call customer service?
A: We currently do not accept calls. Text and emails help us keep track of your customer service journey.

Q: How do I know if I’m within your delivery range?
A: Please send your zip code to our customer service team for a quick lookup.

Q: I need to edit my confirmed order. How do I do that?
A: Please send your order number, name, and the item(s) you want to edit to support@grfreshmarket.com, and our team will process it for you.

Q: I am overcharged for my delivery fee. What do I do?
A: Please contact our customer service team. We will verify your information, and if applicable, we will issue you a refund.

Q: When is my order arriving?
A: The order portal opens from Sunday 10 p.m. to Tuesday 10 p.m. The orders placed on Sunday and Monday will be delivered on Friday, and those that are placed on Tuesday will be delivered on Saturday.

Q: What do I do if I forgot my password?
A: Please click on “Forget my password” at the login page. Please email us at support@grfreshmarket.com if you are still having trouble after.

Q: I have not received my order yet, but I received a confirmation email. Why is that?
A: The email is to confirm that your order has been placed.

Q: How to cancel an order?
A: Please email us at support@grfreshmarket.com. We’ll process it for you before the cut off time of your order week.

Q: Do you pick up and recycle the delivery boxes?
A: We do not have this service yet.

Q: Why do my produce vary in sizes?
A: Our produce come from the local farms. With different seasons and harvest time, it is normal for your produce to come in different sizes.

Q: How do you store the frozen products during transportation? Will they melt?
A: We use coolers to keep your frozen products in shape. They will not melt.

Note: If you have fresh produce in your order, please verify your items as soon as you receive them. We will process produce quality issues within 3 days of you receiving the order.