FAQ - Primal Grocery

Frequently Asked Questions

 

Ordering my groceries

How do I order?

Ordering is easy. You can visit our ordering page here and select your favorite items. Before you can check out we do require you to order a minimum of 750 Baht. If you order over 1500 Baht, the delivery will be for free. 

When will you deliver my order?

After selecting the items you'd like to purchase you will be asked to select a delivery time and date while checking out. If you'd like to have a very specific delivery time please let us know in the Comment box.

We deliver between 9am and 9pm from Monday to Saturday. For some heavy traffic areas evening deliveries are not available as traffic can get really bad and we wouldn't be able to guarantee timely deliveries. 

I have a voucher code, where do I enter it?

After you finished shopping you will see voucher box at the bottom of the page just below your contact details. Please enter your personal voucher code here.

If I order a large piece of meat, would you be able to cut into smaller pieces of steaks?

If you'd like the convenience of having smaller steaks pieces then please order the ready-cut steaks instead of the large whole piece. Our meats are cut prior to freezing. Thawing meat, cutting and then refreezing meats will yield a much lower quality meat so we do not offer to cut large meats if you order one.

Can I edit my order?

If you currently hold a Savage, Warrior or Chieftain package then you can edit or cancel your order after payment. Kindly note that we're not able to amend an order on the day of delivery, please let us know no later than the morning of the day before delivery.

Non-package holders cannot edit their order after paying. If you’d like to add to your order, please place another order and send our team an email at [email protected], and we will refund the additional delivery fee as in-store credit.

I would like to cancel my order, will I be refunded?

Please let us know two days in advance and we'll cancel the order and refund the cost of the order back to your paleo wallet as in-store credit. We would not be able to cancel the order if notified a day before or on the day.

I ordered the wrong item and I would like to return it, is this possible?

We do not accept returns of products as we do not re-sell returned items to other customers. We guarantee to all of our customers that our products are first hand, and this is only possible if we do not return products that have left our warehouses back to our stocks again. This is also to ensure food safety as once we have delivered, we do not know how the item was handled, therefore we cannot promise the integrity and quality of the item. To avoid any issues, we apologize but once we have delivered an item we're not able to take it back.  

 

Paying for my groceries

When will I receive my invoice?

Right away. After you confirm your order in the checkout you'll be taking to the payment page where you can make payment but also download the invoice.

How do I pay?

We currently accept Bank Transfers, Credit Card (Visa, MasterCard and American Express), Debit Cards and Paypal. 

Are there any transfer or handling fees on my order?

No. There are no hidden fees when you order on PaleoRobbie.com. 

When do I pay?

On our website when you make the order. The order is not confirmed until payment is received. If you make an atm/bank payment you can upload a screenshot or a picture of the payment slip/confirmation on the order confirmation page. You can pay later, but payment needs to be received within 3 hours after placing the order.

*If you by accident closed your browser you can find your order confirmation in your My Account area. 

 

Delivering my groceries

Which hours do you deliver?

We currently deliver from Monday to Saturday between 9am and 9pm. When making an order please select your preferred delivery time in the check out section. 

How are the groceries delivered?

Currently we pack your order with a lot of ice in a foam box. While this is very efficient to keep your food ice cold and safe, we also know that this isn't the best for our environment. We are looking for a better way to pack. Meanwhile we ask you to return the foam box to us when possible, so we can reuse them or dispose of them carefully.

Please do not hesitate to ask our delivery staff to wait a moment while you unpack so we can recycle them.

How will I be notified once my order arrives?

You can be notified by Line, Whatsapp, SMS, Phone call or a simply a knock on the door. Whichever you prefer. If you'd like to be notified ahead of time then please let us know in the comment box when checking out and we will give you a call in advance.

Do I need to tip the delivery staff?

It's not expected of you to tip the messengers. We pay them quite well and they don't rely on any additional income. Of course if you feel they provided an extra service to you then you are free to do so.

Where do you deliver?

Nation-wide. We deliver everywhere in central Bangkok for free above 1500THB. We also deliver for free to further out areas like Nichada Thani, Samut Prakan (Mega Bang-Na) and many places in between. If you are not sure if we can deliver to you simply send us a quick mail at [email protected] and we'll get back to you shortly. If you live outside of Bangkok please check our nationwide delivery page here.

I’d like to change my delivery times/location, how do I do that?

Please send our team an email at [email protected]. Please note we need to be informed the day before in order to amend your delivery time or location.

Anything wrong with your order?

 Of course we are diligent when it comes to your order, but things can always go wrong. If there was an issue with your order please contact us at [email protected] within 2 days after you received your order and we'll do our best to resolve any issue that may have occurred. 

 

If you have any further questions that have not been answered, please email us at [email protected]

Place your first order today and 250฿ off your first order when you use the voucher code PALEO250:

See Our Grocery List

Voucher code: PALEO250 

(250฿ off your first order, min spend 2,000฿)