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Frequently Asked Questions
WHAT IS KTA DELIVERY?
We’re excited to launch our beta grocery delivery service also known as KTA Delivery. KTA Delivery is BRAND NEW and available only in Hilo (for now)! This service is new to us and our customers, so let’s learn together in servicing our Hilo community.
WHEN CAN I HAVE MY GROCERIES DELIVERED?
Schedule a delivery between 9am to 8pm daily!
WHERE DO YOU DELIVER?
We are currently delivering from Pepeekeo to Hilo and Keaau! Want to see if your address is in our delivery zone? Put your address in at checkout to verify. Live outside of the delivery area? We offer select items available for shipping at <a href="https://shop.ktasuperstores.com" target="_blank">shop.ktasuperstores.com</a>.
ARE ALL OF THE PRODUCTS IN-STORE OFFERED FOR DELIVERY?
Not all of the products available in-store are available for delivery. If you have a specific item unavailable for ordering online, leave a note for your shopper at the checkout. They may be able to add it to your order if it’s available. However tobacco products are unavailable for delivery at this time.
HOW MUCH IS THE DELIVERY FEE?
The delivery fee is based on the distance and driving time from our store to your home. Delivery fees typically range from $5 to $8 and may vary depending on the time of day. All delivery fees are collected by our delivery partners, Express Waiters. The delivery fee does not include tips for the shopper.
WHY ARE ONLINE PRICES DIFFERENT THAN IN-STORE PRICES?
Our online prices include a service fee charged by our delivery partner. KTA Super Stores does not collect any profits from delivery, tips, convenience or service fees charged by our delivery partner. Due to the service charge by our delivery partner, coupon book or newspaper advertised prices are not available for KTA Delivery orders.
DO I NEED TO BE PRESENT AT THE TIME OF DELIVERY?
Yes, someone over the age of 18 must be present. If someone over the age of 18 isn't present at the time of delivery, the shopper will return your items and issue a refund to the credit card used, less any delivery and/or convenience fees. If your order contains alcoholic beverages, tobacco products or other age-restricted items, someone over the age of 21 must be present to accept and sign for the delivery. Valid (non-expired, government issued) identification confirming the age of the person signing for the delivery or pick up of any age-restricted items is required where that person reasonably appears to be under the age of 50. If you do need to reschedule a delivery, you must contact our <a href="https://delivery.ktasuperstores.com/shop/contact_us">Customer Care</a> team at least two hours prior to the beginning of your scheduled delivery window in order to avoid any additional fees.
CAN I GET DELIVERY THE SAME DAY?
Yes, we have same-day delivery with as little as two-hour notice, Monday through Saturday between 10am to 5pm. However, delivery slots are filled on a first-come-first-served basis, so at peak periods two-hour and/or same-day delivery may not be available
CAN I MAKE CHANGES TO A SUBMITTED ORDER?
Yes, however, at this time, orders cannot be edited online. You will need to contact our <a href="https://delivery.ktasuperstores.com/shop/contact_us">Customer Care</a> team to make changes to your order. Changes must be made no later than two hours prior to the beginning of your scheduled delivery window. Please note that changing your delivery date may affect prices and promotions. Also, promotional codes can not be added to an already submitted order.
IS THERE A MINIMUM ORDER AMOUNT?
Yes, there is a minimum order amount of $25.00.
WHY DOES MY ORDER CONFIRMATION SAY THAT PRICES ARE ESTIMATES ONLY?
The prices quoted at the time of your online order are estimated prices only. The actual order value cannot be determined until the day of delivery because of variations in product weights (e.g. variable weight items such as produce), available prices between the date you submit your order and the date/time your order is filled and delivered, substitutions, taxes, bottle deposits and item availability.
HOW DO YOU KEEP MY GROCERIES FRESH?
Your order is picked and delivered straight to you, door-to-door, typically from the aisles to your home in less than an hour. Each package is sealed by a KTA Associate for your safety. Please do not accept packages if the seal is not intact. Each one of our personal shoppers uses insulated bags and coolers to ensure your perishable items arrive in the best possible condition.
CAN I PLACE A DELIVERY ORDER FOR SOMEONE ELSE?
Certainly. At checkout, you can specify a different delivery address. This is helpful if you want to order groceries for a parent, friend or a student away at college. You can arrange the delivery at no cost to your recipient as long as someone is present to receive the delivery.
HOW DO I PAY FOR MY ORDER?
We accept Visa, MasterCard, American Express, Discover cards processed in the checkout procedures online. KTA Gift Cards, Cash, personal checks, and other charge accounts are currently not accepted. <p></p><p></p>G.E.T. will be applied to all orders at 4.71%.<p></p><p></p>An estimated amount as reflected in your online order during checkout will be applied to your credit card. Once the shopper completes your purchase and checkout at the register in-store your payment will reflect the actual amount purchased. A duplicate receipt will be provided to you with your grocery delivery.
WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?
Occasionally, we may run out of an item. Before checkout our shopper will ask you if you would like us to attempt to substitute a similar item. You always have the option of returning an eligible substituted item for a full refund. If you are dissatisfied with an eligible item when it is delivered, notify your shopper, and he/she will return it and your credit card will receive a refund for the price charged for the item. If an item is missing from your order, you have 48 hours from the time of delivery to notify <a href="https://delivery.ktasuperstores.com/shop/contact_us">Customer Care</a> for a full refund. Note that certain items, including perishable, damaged, all sales final, alcoholic beverages, baby formula and tobacco products cannot be returned or refunded once you have accepted delivery. Convenience fees, delivery fees and tips are non-refundable. Any refunds conducted after the delivery of goods has completed shall fall under the current Company return policy and must be conducted at the originating store, in-person.
DO YOU DELIVER TO BUSINESSES?
Yes! Many businesses use this service to stock their break rooms with beverages, fruit, energy bars and other snacks. Business customers also order party trays for working lunches and company events. Our business delivery fees are the same as residential delivery fees.
IS MY PERSONAL INFORMATION KEPT CONFIDENTIAL?
Yes, your personal information is handled in accordance with our <a href="https://delivery.ktasuperstores.com/shop/privacy_policy">Privacy Policy</a>. All payment cards that remain on file for quick checkout are stored by our financial institution and not stored in any store systems.
DO YOU HAVE A SMARTPHONE APP FOR SHOPPING ON THE GO?
Our website is designed to work well on mobile-sized screens without the need for an application.
CAN I RETURN UNSATISFACTORY OR UNWANTED ITEMS?
If you are dissatisfied with an *item eligible for returns when it is delivered, notify your shopper, and he/she will return it to the store and your credit card will receive a refund. Upon delivery, you will be provided with a receipt.<p></p><p></p> If your shopper is no longer present, you may return the items directly to our store using the original receipt following the standard <a href="https://www.ktasuperstores.com/return-coupon-and-privacy-policy" target="_blank">KTA Super Stores return policy</a>. Returns must be made, in-store within 5 days of purchase with proof of purchase. Returned merchandise must be surrendered when entering the store at our courtesy counter. Returns should be in saleable condition. Certain items, including, but not limited to perishable items, rice, alcoholic beverages, baby formula and tobacco products, products labeled as All Sales Final such as clearance items, are not eligible for a refund or credit. Convenience fees, delivery fees and tips are non-refundable. Whenever possible, refunds will be returned in the same method as payment to the store.
WHAT SHOULD I DO IF PART OF MY DELIVERY IS INCORRECT?
If you receive an incorrect order, please notify your shopper upon delivery and you will receive an appropriate refund. If your shopper is no longer present, please contact our <a href="https://delivery.ktasuperstores.com/shop/contact_us">Customer Care</a> team. To receive a refund for an issue with an order and/or delivery, you must contact us within 24 hours of your delivery.
WHAT ITEMS CANNOT BE RETURNED?
Certain items, including, but not limited to perishable items, rice, alcoholic beverages, baby formula and tobacco products, products labeled as All Sales Final such as clearance items, cannot be returned or refunded once you have accepted delivery.
WHAT SHOULD I DO IF I HAVE ANOTHER ISSUE?
We strive to make your shopping experience quick, convenient and simple. If at any time your expectations are not being met, please reach out to our <a href="https://delivery.ktasuperstores.com/shop/contact_us">Customer Care</a> team and we'll do our best to make it right.
CAN I USE COUPONS?
Sorry no, coupon book and newspaper advertised prices and coupons are not accepted on KTA Delivery orders.
HAVING TROUBLE LOGGING IN USING YOUR FACEBOOK ACCOUNT?
If you're having trouble logging in using your Facebook account, please use the <b>"Create New Account"</b> button as an alternative.
WHO PICKS MY PRODUCE?
Your produce is hand picked by our Delivery Service partner, Express Waiters. Have a specific preference or request? Leave a note for your shopper during checkout.
CAN YOU SHIP MY ORDER TO ME?
We offer local in-store pickup and/or delivery within our community. Unfortunately, we are unable to otherwise ship products. For mail delivery please visit <a href="https://shop.ktasuperstores.com">shop.ktasuperstores.com</a> for our selection of products available for shipping.
CAN'T FIND A PRODUCT ONLINE?
We're doing our very best to improve our product offering online. Can't find the product you're looking for? Please submit a product request to us through our <a href='https://forms.gle/DCRBukyB1STWCpFJ7' target='_blank'>Product Request Form</a>.