Shipping & Returns Policy
Our hardworking fulfillment team makes every effort to ship orders out as quickly as possible but shipping is complicated and there are several factors that might affect your order. Take a moment to peruse our shipping policy below. If you still have questions, email the Greene Grape Customer Care team: firstname.lastname@example.org or give us a call at 718.233.2700.
Our Customer Care hours are Monday - Friday 9:00am - 5:00pm. Online orders can be placed 24 hours a day, 7 days a week at greenegrape.com. All orders are shipped from our store in Brooklyn, NY. We ship to every state in the continental U.S. Unfortunately, we are unable to ship to PO Boxes, APO's or FPO's, or outside the United States at this time.
Shipping charges are calculated per ship-to address depending on type of order (gift box, gourmet food and gift items, or perishables). For Ground service we work with a variety of carriers and services including USPS Priority Mail, UPS Ground and FedEx Ground. For Express service we use UPS Overnight, UPS 2Day, FedEx 2Day, FedEx Express Saver and FedEx Overnight. Our fulfillment team's goal is to get your order to you in good condition and as quickly as possible.
When will my order ship?
For all orders it may take 1-2 business days to process your order. The delivery clock starts once the package is picked up by the delivery service, not when you submit your order.
Please note, due to COVID-19 some orders may experience processing delays.
If your order is listed as 'processing' on the tracking page, the shipping label has been prepared but has not yet been transferred to the carrier. Certain perishable orders will be held to maintain freshness while still arriving on time. Your tracking link will show movement and update automatically once your package is in the carrier's possession.
How long will it take for my package to arrive?
If your order is shipping to an address on the Eastern seaboard, it will will take 1-4 business days to arrive. The further away the destination is, the more time it will take for your package to arrive, up to 8 days for West Coast orders (especially during the busy holiday season). Unfortunately once we hand your package off to the carrier, possible delays, for weather or holiday volume, are out of our hands.
I need my order to arrive by a specific day, what should I do?
We encourage you to place your order as early as possible. If you have a specific date by which you want a package to arrive, please choose 2Day or Overnight shipping (taking the potential 1-2 day processing time into account). We can’t guarantee a specific arrival date, although we’ll do our best.
Whoops! I put the wrong address. How can I correct that?
Our online shopping cart captures the ship-to address exactly as you enter it. We do not edit or alter any address information without your explicit direction.
When placing your order please be sure to verify the correct address information has been entered before checking out. Please inspect your order confirmation immediately upon receipt. If you made any errors, email the Greene Grape Customer Care team as quickly as possible: email@example.com or give us a call at 718.233.2700, and we'll amend your address if we haven't shipped your order yet.
If the address is incorrect and delivery to the supplied ship-to address is not possible, we will attempt to contact you via phone or email to redirect the package. If we can't reach you, your order will be returned to our facility. If the package is in good condition, we can resend it once you pay the additional shipping costs. If the package is returned to us damaged, you will be responsible for placing a new order.
Wait! I want to add more products to my order! / I want to remove a product from my order!
Reach out to us at firstname.lastname@example.org or call us at 718.233.2700, and if your order hasn't shipped yet, we'll be happy to amend your order! When removing products from an order, you will be refunded the cost of the removed products; the timing of the refund is dependent on your financial institution. When adding more products, you will receive an email with a payment request link for the additional cost of the products. Simple!
How do you ship cheese and charcuterie?
Care and handling of cheese and charcuterie is of utmost importance to us. We ship cheese and charcuterie in heat resistant packaging with ice packs to keep products cool for up to three days. It is natural for ice packs to thaw during shipping. When you unpack your cheese & charcuterie, simply place it in your refrigerator until ready to serve.
Ground shipping estimates beyond the Eastern seaboard average 3-8 business days, with orders delivered between Tuesday and Friday. Some destinations may require an additional fee for Saturday delivery.
Standard Shipping for Perishable Items:
We don’t ship perishable items over the weekend or on holidays. If you order cheese or other perishables after 7am on Wednesday for destinations on the Eastern seaboard and select Standard Shipping, our fulfillment team will hold your shipment to ensure its safe arrival. All items requiring cold shipping will be marked as such on the product page and in the cart. We may contact you to discuss expedited shipping options if you would like your order to arrive sooner.
Check out the map below for approximate Standard Shipping delivery times from our Brooklyn store to your destination!
If you would like your order to arrive more quickly, select 2Day or Overnight shipping. Cheese, cheese subscription boxes, or cheeseboards shipped outside of our 2Day zones (orange, green, and purple on the map) require 2Day Shipping. If you order before 7am EST on Wednesday, we estimate you’ll receive your order by Friday. Other than those upgrading to Saturday delivery, any orders placed after 7am EST on Wednesday will ship the following Monday to ensure your items arrive in good condition.
If it's a cheese-mergency (we've all been there), select Rush Shipping. Orders placed 7am Monday - 7am Wednesday will ship out the same day to arrive the next day. Any orders placed before 7am EST on Thursday are estimated to be delivered by Friday. If placing an order on Thursday after 7am or by 7am on Friday, a Saturday delivery may require an additional fee. In most cases, customer service will contact you to confirm whether you would like to upgrade to Saturday delivery. Sunday delivery is not available. Other than those upgrading to Saturday delivery, any orders placed after 7am EST on Thursday will ship on Monday and the estimated arrival is Tuesday. (Phew! Overnight shipping sure is complicated!)
To choose Saturday delivery, you'll need to order by 7am on Thursday for 2-Day service, or Friday at 7am for Overnight. Please email us at email@example.com and a member of the Greene Grape Customer Care Team will be happy to assist you with setting up and confirming a Saturday delivery upgrade. Additional charges may apply.
CLAIMS & EXCEPTIONS
If a package arrives with damaged items, please send a photo of the item to firstname.lastname@example.org with the subject line: DAMAGED GOODS. The Greene Grape Customer Care team must be contacted within 48 hours if you wish to file a claim.
The Greene Grape cannot be responsible for damaged or spoiled product due to the following:
- Incorrect addresses – Please verify any apartment, suite, floor numbers with recipient before completing your order.
- Extended transit time due to weather or other “Acts of God”
- Shipments not opened immediately upon receipt. There will be a bright orange "Perishable" sticker on all packages containing perishable items.
- Orders sent to recipients who are out of town or otherwise unavailable at the time of initial delivery attempt. Please notify the recipient of the pending arrival of a perishable delivery.
The Greene Grape strives to deliver the best-quality, freshest products to our valued customers. Because of the artisanal nature of many of our products, we cannot guarantee that every item will be in stock at all times. We will reach out to you via phone or email if you have ordered an out-of-stock item and will recommend a suitable substitute of comparable quality. If you choose not to accept substitutions, you will be refunded for any product(s) that are out of stock and not substituted. In the case of gift baskets, we reserve the right to substitute an item of equal or greater value for any out of stock items. Please Note: we do not backorder any products.
Due to health regulations, we are not able to accept returns of food or beverage items. See Claims & Exceptions section above for instructions on making a claim for damaged items. We are able to accept returns of non-food items. If you are interested in returning an item, please send an email to email@example.com with the subject line: RETURN LABEL REQUEST to request a return label. Return requests will be honored within 30 days of receipt of the item.
If you have any questions about when your order will be processed, handled, and/or shipped, email the Greene Grape Customer Care team: firstname.lastname@example.org or give us a call at 718.233.2700.