Shipping & Delivery Policy
Last Updated: April 19, 2025

Pinoy Groseri is committed to delivering your favorite Filipino products in a timely, safe, and affordable manner. Please carefully review our shipping and delivery terms before placing your order.

🚫 Shipping Restrictions

• We currently DO NOT ship to the State of California due to compliance limitations under California Proposition 65.

• We do not ship to P.O. Boxes except for FPO/APOs.

• International shipping, including to Canada, is not available.

All products sold by Pinoy Groseri are sourced from licensed distributors, importers, and wholesalers in New York, New Jersey and California. While these products comply with U.S. federal regulations, we have no control over whether these products meet California's Prop 65 labeling requirements, and therefore cannot fulfill orders shipping to California.

📍 Shipping Coverage

We ship to the continental U.S., excluding California. Shipping to Alaska, Hawaii, Puerto Rico, and U.S. territories (e.g., American Samoa, Guam, USVI, Palau, etc.) is available at standard retail carrier rates and is excluded from free shipping promotions.

🚚 Shipping Methods

• Customers may select UPS, USPS or FEDEX at checkout.

• EXPRESS SHIPPING is available upon request and may incur additional fees.

🛆 Shipping Rates & Promotions

Orders over $85 qualify for free shipping only if the total package weight is under 30 lbs.

Each $85 threshold corresponds to a 30 lb weight allowance:

• $85 = 30 lbs

• $170 = 60 lbs

• $255 = 90 lbs

Orders exceeding the weight allowance may incur additional charges.

❄️ Frozen, Baked & Perishable Goods

If your cart includes frozen, baked, or perishable goods:

• A $20 Frozen Packaging Fee is automatically added to cover the cost of cooler, ice packs, and liners.

• If the system or apps fail to automatically apply this fee, a separate invoice will be sent via email before shipment. Your order will not ship until the invoice is paid.

• Large frozen orders that require extra packaging may incur an additional $20 fee, billed separately.

⚠️ Frozen Shipping Restrictions

Ground shipping is not available for frozen/perishable goods during late spring to fall in the following states: CA, OR, WA, NV, AZ, UT, ID, MT, WY, CO, NM, TX, OK, KS, NE, SD, ND, MN, WI, MO, AR, MS, LA

• Express shipping (1-Day or 2-Day) is required to these states and can be selected at checkout.

• For cost efficiency, we recommend placing separate orders for dry and frozen goods.

✍️ Waiver Requirement

Due to the nature of frozen/perishable and bottled goods (e.g., glass bottles, sauces), a written and signed waiver must be completed before your order is packed and shipped. This waiver confirms:

• Frozen items may arrive partially thawed.

• Bottled goods carry breakage risk.

• No refunds, replacements, or returns will be issued once shipped, especially during summer or if delayed.

Waivers will be emailed to applicable customers and must be completed prior to fulfillment.

🕒 Order Processing Times

• Orders placed Monday to Thursday are processed within 1–3 business days.

• Orders placed Friday through Sunday will ship on the following Monday or next business day after a holiday.

You will receive a shipping confirmation and tracking number by email.

🎄 Holiday Shipping

We are not responsible for carrier delays during major holidays. Order early or select express shipping for time-sensitive deliveries.

🏥 In-Store Pickup

• Select Store Pickup at checkout.

• We will contact you via phone when your order is ready.

Pickup Location:
7925 Bustleton Avenue, Floor 1
Philadelphia, PA 19152

🚗 Local Delivery (Philadelphia Only)

• Available Saturday and Sunday within a 10-mile radius of the store. Special Delivery can be arranged upon request.

• Orders must be placed at least 1 day in advance.

• Choose Store Pickup at checkout and call us at (215) 516-6952 to schedule delivery.

🛄 Damaged, Missing, or Wrong Items

Please inspect your order upon delivery.

If an item is missing, damaged, or incorrect:

1. Contact us via email within 3 calendar days of delivery.

2. Include your order number, description of the issue, and clear color photos.

3. For frozen/perishable items, you must contact us on the day of delivery.

We are not responsible for issues occurring during transit. File claims directly with the carrier (UPS, USPS, FedEx). Optional insurance is available upon request.

↺ Returns & Refunds

• Return labels must be used within 7 business days of issue.

• Unreturned items after 7 days will not be eligible for a refund.

• Customers initiating chargebacks agree to return items in original condition or pay in full.

• A 10% monthly penalty applies to unreturned or unpaid items plus collection and legal fees.

🔐 Fraud Protection & ID Verification

Shopify may flag and hold orders for review if:

• Multiple payment attempts are detected

• Billing and shipping info do not match

• International orders are attempted

We reserve the right to request a valid U.S. government-issued ID. Orders may be canceled or delayed if information is not provided.

❌ Order Cancellation

• Email cancellations must include the order number and the name on the account.

• Once the order is packed cancellations are subject to a $30 fee.

• Once the order has been shipped, order cannot be cancelled.

• Cancellations requested by someone other than the account holder will not be processed without verification.

📦 Product Availability & Substitutions

• Inventory may change quickly. We do not guarantee availability.

• Unavailable items will be refunded. We may offer substitutions and will contact you if so.

✏️ Order Modifications

• Modification requests must be emailed before packing.

• Additional fees apply if your changes increase order weight beyond promo thresholds.

• If your order is already packed, changes will delay shipment until the next business day.

📊 Special Requests

If you urgently need a specific item, please leave a note at checkout or email us before completing your order. If the item is unavailable, we will reach out via email or phone.

MAP FOR ESTIMATED TIME OF DELIVERY

Pinoy Groseri reserves the right to update its policy anytime without prior notice to protect its interest.