FREQUENTLY ASKED QUESTIONS (FAQ)
What Does Your Service Cost?
Groceries: Kauai KISS does not mark-up your groceries, and strives to find the best value for our customers. We are happy to share the actual store receipts with you.
Shopping: For Your Kauai KISS Personal Shopper’s shopping time, a 25% Shopping Fee is added to your bill.
Minimum Shopping Fee: There is a $50 minimum Shopping Fee.
Delivery Fee: For our island-wide delivery service, there is a $50 – $70 zip-code based delivery charge, including our pre-stocking service (see rates below).
What is Your Delivery Fee?
Island-wide distance-based Delivery Fee by Town & Zip Code:
- Lihue (96766), Hanamaulu (96715), Kapaa (96746), Kealia (96751), Anahola (96703): $50
- Kilauea (96754), Princeville (96722), Lawai (96765), Kalaheo (96741), Koloa & Poipu (96756), Ele ele (96705), Hanapepe (96716): $60
- Makaweli (96769), Kaumakani (96747), Waimea (96796), Kekaha (96752), Hanalei & Haena (96714): $70
What is your delivery range?
We deliver to the entire island of Kauai.
Can we order groceries to be delivered today?
SAME DAY orders will incur an additional $30.00 “RUSH FEE”, and will be filled on an ‘as available’ basis by Your Kauai KISS Personal Shopper. We will make every effort to fill your request.
How does the deposit work?
Kauai KISS charges a $100.00 fully refundable deposit on your grocery purchase, plus the pre-determined delivery fee, to ‘lock-in’ your grocery order and get Your Kauai KISS Personal Shopper right to work arranging for your grocery shopping and delivery. If you cancel your order at least 72 hours prior to the scheduled delivery time, we will gladly refund your deposit.
How Does Your Pre-stocking Service Work?
Your Kauai KISS Personal Shopper contacts your vacation rental property manager or resort front desk and makes all the arrangements to deliver and stock all the groceries you ordered in your vacation rental kitchen prior to your arrival. In some cases, we may need to ask you to contact them to give your approval to provide us this access to your vacation rental.
Where do you shop?
Your Kauai KISS Personal Shopper shops primarily at Safeway Kapaa, seeking the healthiest and highest-quality groceries at the best prices for our discriminating customers. We also shop at Papaya’s Natural Foods.
What about other Taxes & Fees?
We do have to charge the 4.7% General Excise Tax, based on our shopping and delivery services only.. In an effort to be fully transparent, we also charge the 3.5% credit card processing fee we incur when charging your credit card, based on the entire amount of your charges. We prefer to show our customers this fee rather than ‘hiding it’ in higher rates.
When do you deliver?
We deliver daily, 7 days a week, 365 days a year. If pre-stocking your vacation residence, we deliver at a time to make sure your items are in your vacation rental and put away prior to your arrival. If you are ordering on a pre-arrival basis, we request the date and your estimated time of arrival to schedule the delivery appropriately. If you are already on Kauai, we can arrange to deliver your groceries anytime between the hours of 10:00 am and 6:00 pm.
How much do groceries on Kauai cost?
Please understand that you can expect to pay approximately 30% more for Kauai groceries than you would at your local mainland market.
Can I give a gratuity to my Kauai KISS Personal Shopper/Delivery person?
Our Personal Shoppers and delivery drivers are allowed to accept gratuities. If you feel the service you received was exemplary and feel like showing your appreciation with a tip/gratuity, you are welcome to do so. but it is certainly not expected or required.
What is your substitution policy?
When creating your grocery list, be as specific as you can with item details such as size and any brand preference, understanding that Your Kauai KISS Personal Shopper will attempt to find those specific items, but sometimes substitutions for similar products may be necessary. Please let us know if you do NOT want any substitutions for specific items on your shopping list.
How can I contact you?
The easiest way to contact us is by filling out our contact form, email us at firstname.lastname@example.org, or talk to a live person by calling (808) 822-5477 (KISS) between the hours of 8:00 AM – 6:00 PM Hawaii time (please remember the time difference – 2 or 3 hours – Hawaii does not do daylight savings time). We will respond promptly.
Can I place additional orders once I arrive at my vacation destination?
If you placed a pre-travel order with us and need to re-stock, we will gladly fill your order for delivery by tomorrow by 3 pm or at a later time of your choosing. Delivery for today will incur a $30.00 Rush Fee.
What if I am not there during the delivery time?
We will work with the property management to gain access to your vacation rental prior to your arrival to deliver your groceries; alternatively we will make arrangements to deliver your order shortly after your arrival. We will not leave your groceries and other shopping items unattended outside your residence, to avoid possible food spoilage, animals, potential theft and other unanticipated problems.
Do you only deliver to vacationers?
No! Kauai Island Shopping Service is here to be your personal shopping concierge and grocery delivery service, whether you are a visitor or local!
What if I am missing an item?
If you are missing an ordered item please let us know as soon as possible. We will locate the item and bring it to you. We “triple check” all orders when they are picked up, packed and before they are delivered, but still mistakes are occasionally made. It is extremely important for us to know if we made any mistakes as soon as you realize it, so we can fix them immediately.
How do I cancel an order?
Canceling an order can be completed by contacting us at least 2 days prior to your arrival date to assure we haven’t already purchased your groceries. No refunds allowed if you don’t inform us of this change by 3:00 pm Hawaii time 2 days prior to your arrival.
How do I contest a charge on my credit card?
If you feel there is an incorrect charge on your credit card, please contact us immediately. We will work with you to identify the charge and settle any issues quickly and to your satisfaction.
There is a problem with my groceries, what should I do?
We handle all customer complaints seriously. Please contact us immediately if you have any concerns about your groceries. Our business rests entirely on delivering the highest quality of groceries in a timely manner so we always want to know if you are unhappy with your order, and we will do what is needed to make it right!
What types of payment do you accept?
We accept all 4 ‘major’ credit cards – Discover, Visa, MasterCard & American Express.
How does the deposit work?
We charge a $100 deposit at the time you place your order, then reconcile the difference after your grocery shopping and delivery has been completed.
Can I change my order after it has been placed?
If you wish to change an order, please contact us with the items you would like to change (add or delete) at least 48 hours prior to your scheduled delivery time. We will confirm the changes and make the necessary adjustments on your credit card.
How do I know my groceries are fresh?
We check each item for an expiration or pull date to make sure that you are only receiving the best possible quality item. Our Farmer’s Market produce is purchased within 24 hours of delivery.
How do you select your groceries?
Kauai KISS Personal Shoppers focus on purchasing only the highest quality items. We understand the only way to keep customers pleased is providing them with the freshest and highest quality groceries possible.
What do you do if an item is out of stock?
We attempt to obtain every single item on your list. If an item happens to be unavailable, we will make every effort to find an equal or better replacement.
Do you sell or trade my personal information?
ABSOLUTELY NOT! We value your privacy and ensure your information is protected and only used internally to improve your experience. Your information can only be accessed when you sign in or by request.
How do I know my order is secure?
We utilize secure socket layer (SSL) servers to process your credit card information. Your sensitive financial information is encrypted and protected with encryption software.