FAQ's

How can you contact us regarding an order?

If you have any questions please contact us by email at contact@alpinegrocers.com. Please don't forget to mention your order number in the subject of email. Please try to provide as much as information you can and we will try our best to assist you.

Can I make changes to my order after I have submitted it?

We do our best to get your orders processed as quickly as possible. Due to the swiftness of most of our deliveries, we are not able to make any changes once an order has been submitted. If you need to cancel an order, please contact us immediately at contact@alpinegrocers.com.

We do not offer exchanges. Please do not request an exchange, place a new order instead for your required items.

Can I cancel my order once it has been submitted?

Our system is automated and we have a small window during which we can manually cancel the order before it ships. Please contact us immediately at contact@alpinegrocers.com if you need to cancel your order and we will try our best to help you.

Cancellations are also subject to a 25% restocking fee.

How can I find out the status of my order?

We send a number of emails with status updates. Check your inbox for the latest! If we're shipping to you, there will be a simple link to take you directly to info. If you still can't find what you are looking for please feel free to contact us contact@alpinegrocers.com

When will my order ship?

Most orders process within 1-2 business days, however certain products may take as long as 3-7 business days to reach you. Transit time varies depending on zip code and availability.

Can I pick up my order at your warehouse or office location?

We do not offer customer pickups at our office or warehouses. Our warehouses are not open to the public.

Is my credit card information kept secure?

We have special technology called Secure Socket Layer (SSL) to prevent unauthorized people from intercepting your credit card information. Our system is Level 1 PCI DSS compliant and we are very serious about security issues.

I don't wish to give my credit card information online. Are there other ways to order?

If you don't want to use your credit card online, consider using PayPal or any other payment methods available on our website. However, the most secure way to process order is online.

Do I need to set up an account to shop on the website?

You must set up an account if you are planning to purchase products online. However, you don't need to set it up until you are ready to check out.

What forms of payment do you accept?

We accept the following payment methods:

Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, Bank Wire.

Do I need to pay sales tax with my order?

Sales Tax will only be charged for all shipments within the State of Texas at the rate of 8.25%. If you have a resale certificate, please email us at contact@alpinegrocers.com and we will be happy to help you with sales tax exemption.

What shipping carriers do you use?

We ship orders via UPS, USPS & FedEx, you will receive an email with a tracking information as soon as your order is on the way to you.

Do you ship Internationally?

We do not offer international shipping. We only offer shipping within continental U.S. only (excluding HI, AK and other US territories)

I'm missing an item from my order. What do I do?

If an item is missing from your order, please check your invoice to ensure that missing item is not on back-order or check your email confirmation for possible multiple tracking numbers. (order may have been sent in multiple packages). IF you still can't find anything please contact us at contact@alpinegrocers.com.

What happens if my order is delayed?

If delivery is delayed for any reason, we will let you know as soon as possible and will advise you of a revised estimated date for delivery.

What happens if your package is not moving or stuck in transit?

If you have already wait longer than five days and your package is stuck in transit, you should contact the courier service as soon as possible. If they are not able to help you then please email us with the details you have available & your order information and we will be happy to assist you.

What if your order tracking shows delivered but you didn't receive the package or not able to locate the package?

Please take the following steps if you are unable to locate your package and the tracking information shows it has been delivered:

1. Search all around the delivery location. Be sure to check your mailbox and anywhere else you've previously received packages.
2. Look for an "attempted delivery sticker" left on your door.
3. Verify your shipping address was entered correctly.
4. Check to see if somebody else may have received delivery at your shipping address on your behalf.
5. Occasionally, packages may show a "delivered" status up to 48 hours before their actual arrival.

If you are still unable to locate your package(s) please let us know if we have permission to provide the shipping carrier with your information so we can start a claim. We cannot start a claim until one week after a package is showing as delivered and the investigation from UPS can take roughly a month to complete.

What happens if my ordered products are discontinued or out of stock?

If an ordered product has been discontinued or is out of stock, we will contact you and issue a refund for those items.

I have returned the item but still not received my refund?

Please allow up to 3-5 business days for the refund payment to appear in your account. If you haven’t received a refund yet, first check your bank account again. Then contact your bank or credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please feel free to contact us at contact@alpinegrocers.com

Is shipping cost refundable?

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Why hasn't my tracking number updated yet?

When we ship packages out, they get picked up in bulk by USPS and scanned at a Central Distribution facility. This is when the tracking number is updated. The packages then get scanned when they are in route. Sometimes, when the item is shipped out by the end of the business day, it doesn't get scanned in the Central Distribution facility until the next day. That creates a delay in updating the tracking number, leaving many customers confused.