Frequently Asked Questions

How fast do you deliver?

Fast Lane Grocery delivers in as little as 1 hour! Customers can choose to have their delivery scheduled the same day as well as up to 3 days in advance, or as per the customer’s convenience, as well as schedule for a later date or time by simply placing your preferred delivery time & date in the comments section. Please note that we do not guarantee the delivery window selected, and may have delivery delays due to weather conditions, traffic and or any other unforeseen reasons. We do our very best to meet the specified window requested, and ensure that we do our very best to communicate with each and every customer, as well as be on time.

How much does delivery cost?

No minimum purchase required. $9.99 Delivery Fee.

What are your hours?

We deliver from 9am to 10pm Monday through Friday, and 9am to 7pm on Saturday and Sunday. During holidays, our delivery hours may vary.

What about produce?

We’re just as picky as you are! Our trained staff are very meticulous, and experts at picking and packing your produce and other perishables. You can request the ripeness you’d like by adding a note to any item in order to customize or make any special requests. Fast Lane Grocery also  carries a ‘freshness guarantee’ and pays close attention to the expiry dates, selecting the longest expiry date when choosing particular items.

Where do products sold by Fast Lane Grocery come from?

Products come from your local grocery stores in your city/area. Fast Lane Grocery is an independent business that has relationships and also shops from local grocery stores.

What if an item I want is not available on your site?

If you want something that is not in our inventory just create a special request – or add a note, and we’ll do our best to get it for you. We keep track of your special requests, so we can keep adding your favorite products to our inventory, and ensure that you get the most out of shopping with Grocery Heart.

What happens when something is out of stock?

When something is out of stock at the store, we do our best to offer you a replacement, substituting it with something similar. During checkout, you can choose specific replacements for any item, or ask for no replacement of an item. If you allow it, we will call you from the store to confirm the replacement items available. If we can’t reach you, and can not find a suitable substitute, the item will be marked off as out of stock, and you will not be charged for it.

Do you honor in-store sales or coupons?

The prices you see in our inventory are our own. We are not always able to honor in-store sales and coupons. However, we do frequently have our own sales and promotions. Sign up for our email updates to see what promotions and items are currently on sale.

How do I check on the status of my order?

You can view the status of your order by clicking the link in your Order Confirmation email, or by going to ‘My Account’ and checking your order status. Once your order is placed, you will receive an email confirmation with your order details.

How do I make a change to my order?

If your Shopper has not started working on your order, you can modify or edit your order. You can find these options on the Order Status page under ‘My Account’, or simply contact us at info@fastlanegrocery.com and we will be happy to assist you.

What is your cancellation policy?

You can cancel your delivery for a full refund up until we start shopping for your order, about 2 hours before your scheduled delivery time. After that, you will be charged a cancellation fee of $10.

How do I return items?

We do not currently support a return process for any items you may have accidentally purchased via Fast Lane Grocery. You are more than welcome to coordinate any issues directly with our customer service department. Keep in mind that we do keep the in-store receipts for accounting purposes, and may credit your account for future purchases on a case by case basis. If something seems off with your order, such as a missing item or an incorrect item delivered, please reach out to our customer support department by emailing us directly.

How do I review my receipt?

You may review your receipts by going into your account and viewing it there. We also email you an electronic copy of your receipt the very same day.

When will I receive my refund?

Refunds may typically take up to 7 business days to process. In some cases your bank may adjust the original charge amount instead of displaying a separate refund. Please also note that your credit card is not charged until the order has been delivered, and is only pre-authorized at the time of making your purchase.

How do I report a problem with my order?

If you have a problem with your order, please tell us right away. You can email us at info@groceryheart.com, and one of our customer support representatives will look after your concerns immediately!

What if I have to reschedule or cancel my order after it's already on the way?

If you must cancel your order during the shopping or delivery process, your order total will be refunded to your Fast Lane Grocery account as a credit for your next order. If you are unreachable at the time of delivery, we may cancel your order on your behalf and charge a $15 fee.

Who will deliver my order?

Your grocery order will be delivered by a screened and professionally trained Fast Lane Grocery Delivery Personnel.

How do I add a tip for my shopper?

There are two ways to tip your Fast Lane Grocery shopper:
1. During checkout. Once you start checkout, you’ll have the option to select a tip on the Payments page.
2. In cash when your order is delivered. Since 100% of the tips go to your Fast Lane Grocery shopper, feel free to tip them in cash when they drop off your order.

Should I tip my Personal Shopper?

Tips are not required, but Shoppers appreciate the recognition of their hard work. Shoppers receive the entire amount of your tip. You can tip using your credit card during checkout or after delivery.

Still have a question?

Please contact us for more information.

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