Shipping policy

Shipping Policy — Duo Grocery

Thank you for shopping at Duo Grocery. This policy explains how we process, ship, and deliver orders placed on duogrocery.com.

1. Processing Time

Orders are processed within 1–2 business days.
Orders placed on weekends or holidays are handled on the next business day.

If an item is out of stock or delayed, we’ll notify you through the email or phone number on your order.

2. Shipping Methods & Delivery Time

We ship across the United States using reliable carriers like USPS, UPS, and FedEx.

Delivery estimates:

  • Economy Shipping: 5–8 business days

  • Standard Shipping: 2–4 business days

  • Express Shipping (if available): 1–2 business days

Delivery times may vary during peak seasons or due to carrier delays.

3. Shipping Fees

Shipping costs are calculated at checkout based on weight, size, and delivery location.
Free shipping promotions apply only when listed on the website.

4. Perishable Items

Perishable, frozen, and refrigerated products need special care.
To keep them fresh:

  • These items ship on limited days (usually Monday–Wednesday)

  • We use insulated packaging and ice packs where required

  • Orders must be delivered within the carrier’s estimated time

We can’t replace or refund perishable items if spoilage occurs due to:

  • An incorrect address

  • Missed delivery attempts

  • Packages left outdoors for long periods

5. Delivery Issues

If your order shows as “Delivered” but isn’t received:

  • Check with neighbors or building staff

  • Confirm the delivery address

  • Contact the carrier with your tracking number

If the carrier confirms an error, we’ll assist you in filing a claim.

6. Incorrect Addresses

Customers are responsible for entering the correct shipping address.
We can’t refund or replace orders shipped to incorrect or incomplete addresses supplied at checkout.

7. Order Tracking

Once your order ships, you’ll get an email with:

  • Tracking number

  • Carrier details

  • Delivery updates

Tracking can take up to 24 hours to update.

8. Damaged Packages

If you receive a damaged order:

  1. Take photos of the product and packaging

  2. Email Orders@duogrocery.com within 48 hours

  3. Include your order number and a short description

We’ll review and arrange a replacement or refund when appropriate.

9. Shipping Restrictions

We currently do not ship to:

  • PO Boxes (for heavy or oversized items)

  • APO/FPO/DPO military addresses

  • Alaska, Hawaii, or U.S. Territories, unless specified

Temperature-sensitive items may have additional restrictions.

10. Contact Us

For any shipping questions or support, reach us at:

Orders@duogrocery.com

We’re here to help.