How It Works
When checking out, we will ask you to choose a pick-up spot where Relay can meet you with your groceries. Think of two things: 1) What day is convenient to my schedule? and 2) What location is convenient to my life? (Below is Relay's pick-up schedule.) When you arrive at the site you selected, Relay's Operation Associate will meet you with a smile and your order.
If you have any questions please contact us.
- Where do I pick up my order?
- Can I return an item?
- What if I forget to come to the Pick Up spot?
- Why were there "changes to my recent Relay order" and what do they really mean?
- If my product is out-of-stock, why is it listed on the website?
- How do you keep my milk cold and my ice cream frozen on a hot day at the pick-up site?
Where do I pick up my order?
Use our handy pickup location map to find a Pick Up spot close to you.
Can I return an item?
The Relay Team takes pride in providing you with the best in fresh food, prepared food, farm produce and packaged goods. We understand that you are taking a leap of faith in allowing us to serve you. That's why we guarantee your satisfaction with every product, every time. If you are dissatisfied with any item in your order, please contact us right away -- we'll either replace it with an item acceptable to you, or refund 100% of the cost for that item.
What if I forget to come to the Pick-Up spot?
Don't worry, we understand that this can happen! In the event that you forget to come to the Pick-Up spot, we will call the number you give us when you check out. (Note: if you input your home number we will not be able to reach you at work! And vice versa.) If we still haven't succeeded in contacting you by 7 PM, we will try to deliver your order to your address -- but we cannot make any promises. If all else fails, we will transport your order back to our Fulfillment Center where we will refrigerate any perishables and will try again the following day. We will work with you to get you your groceries.
What does the "Notes" column on my receipt really mean?
We always do our best to fulfill 100% of our customers' orders, but sometimes it just isn't possible (stores and vendors are always out of stock on something!). If we've made any changes to your order, you will see the changes in the "notes" column and receive an email receipt and explanation after we've gathered everything -- usually around the same time you're picking up. If any of our vendors were out of the product you asked for and our team members had to do their best to "substitute" that item, we will let you know the price difference (we will never charge you more for a substitution, but we will always reduce the price if the substituted item was less expensive). If any items were out of stock and we could not find substitutions (or if you chose "do not substitute" as your default preference on your account page), your email will let you know that we refunded you. We will also adjust your final order price once we have final weights for your bulk items. Your receipt email will give you the final total your credit card will be charged. If you ever have questions about any of our changes, please don't hesitiate to contact us!
If my product is out-of-stock, why is it listed on the website?
All grocery stores occaisonally run out of specific products. At Relay, we work with vendor partners who sometimes just run out of the product on their own shelves so they can't place it in your order. We don't know until we go by to pick up your order in the morning whether or not it's in stock, just like you wouldn't know whether an item in the grocery store was in stock until you looked on the shelves. However, if you choose the "it's okay to substitute my products" option, we will do our very best to find a suitable substitute.
How do you keep my milk cold and my ice cream frozen on a hot day at the pick-up site?
When you arrive at your pick-up site, you'll see that our folks have packed all of your grocery goodies into plastic totes and coolers. We actually have three temperature-controlled zones: dry, refrigerated and frozen. You'll find your dry goods in our standard plastic totes. For refrigerated items, we actually had a pharmaceutical shipping supply company design 1 inch eco-friendly liners specially made for our plastic totes that keep your milk to tempurature for up to 5 hours. Frozen items, like your ice cream or local frozen ravioli, stay in coolers packed with dry ice. Rest assured, we regularly test all of the tempurature zones to make sure all of your groceries are exactly as you expect them to be!
How It Works
I just want to say THANK YOU. Being able to order my groceries through Relay is the single biggest stress-reliever in my life in the last year. Not to mention saving on gas, time, and expanding my options.
- Amy B.