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FAQ

Q: How does Patelbros.com work?

A: Our website works the same way other online shopping websites work. You can browse items through the website and add as many items as you would like. Every time you add or subtract an item, your shopping cart, on the right of the screen, will reflect those changes. After you are finished selecting your items, you can click on “checkout” which is found at the bottom of your shopping cart.

Q: You can checkout in 2 ways.

1) Checkout as Member: Initially, you must create an account with patelbrothersusa.com. As a member, your shipping and billing information can be stored if you would like. Also, creating an account will allow you to track your package, your UPS tracking number will be sent to this page.

2) Checkout without Registering: You can also checkout without registering. You simply need to supply us with your shipping and billing information and your order will be placed immediately.

Q: How do you ship?

A: We ship all of our grocery items via UPS. We carefully pack all items making sure they arrive in the best condition possible. However, because it ships in a UPS truck, occasionally items can break and become a bit damaged. We do our very best to ensure that doesn’t happen. 

Q: How many days does it take to receive the order?

A: We use a flat-rate shipping table and therefore only offer UPS ground shipping service. Orders leave our warehouse within 48 hours and often times much sooner. Depending on your shipping destination, orders will take 2-7** days for UPS to deliver it to your door. 

* Except under unavoidable circumstances
** Ground Shipping offers NO GUARANTEE of the date of arrival

Please note that few items may not be in stock that particular day however we replenish items daily. If this is the case, we will contact you with an update and ask if you would like to substitute items or cancel your order. 

Q: What is the cost of Shipping?

A: For domestic U.S. shipping we use a simple flat fee table which is based on the total dollar amount of your order. See the shipping table here

Q: What forms of payment do you accept?

A: We accept all four major credit cards: Visa, MasterCard, American Express, and Discover.

Q: Do I need to be home to receive a delivery?

A: You do not have to be home to receive your delivery. The UPS delivery driver will leave your package at your doorstep or at a reception desk if that applies. If you would like your order to be sent with a Signature Required delivery, there will be an extra $3 charge. 

Q: Can I return items purchased online at a brick & mortar retail location? 

A: No, all online purchases must be returned to Patelbros.com Please send us an email with your order # and reason for return and we'll send you further instructions. Prior to contacting us please reference our Return Policy here, and ensure your order is still eligible for return. 

Q: Does it take a long time to place an order?

A: The first time you shop at patelbros.com will be much like your first trip to a grocery store; it will take some time finding everything you want to purchase. But you can use our Express Search bar to find items as quickly as possible. Just type in the items you are looking for, and we'll take you right to those items.

Q: Can I shop for others?

A: Yes, you certainly can. While you are checking out after placing your order, there will be an option stating “this order is for someone else.” You can write any message you would like and we will generate a Gift invoice for that person. Please just make sure that your billing and shipping information is correct so your order can be processed.

Q: Why doesn’t my tracking link work?

A: Our emails with tracking information are automatically sent to our customers when we print the shipping label. Your tracking link will be activated once the package reaches a UPS shipping center. Once your package is scanned in at the center, your tracking link will become active.

Q: It says my order is shipped, but I didn’t receive a tracking link for my shipment. Where is it?

A: Please check all spam and junk folders of the email address given at the time of your order. If you still can’t find the shipping link, please email us at customerserivice@patelbros.com. Please put your order number in the subject line. One of our team members will be able to further assist you and email you another link within 24 hours of your email.

Q: How long will it take for my package to arrive?

A: If your order has been shipped, it will take 3-5 working business days for it to arrive.

All of our orders will ship by UPS Ground. UPS does not pick up or deliver packages on Saturday or Sunday or Special Holidays. Orders will always remain in “Awaiting Fulfillment” status over the weekend if they have not being fulfilled by Noon on Fridays. They will ship out the following Monday if there are no stock issues.

If your order status is “Awaiting Fulfillment,” it is still in the process of being picked by our staff. Orders usually take 24-48 hours to process, pick, and ship from the time your order has been placed. We do our best to fulfill every order as fast as possible with 90% of our orders shipping out in less than 24hours of it being placed. Orders will always remain in “Awaiting Fulfillment” status over the weekend if they have not being fulfilled by Noon on Fridays.

Q: Can you leave the package at my door?

A: It is up to the discretion of the UPS drivers on whether they feel it is safe to leave a package at the door. If they choose not to leave the package, they will leave a door tag and try to re-deliver the package 2 more times before it is sent back to us. You can often times sign and leave the door tag for the UPS driver, allowing them to leave the package on their next attempt.

You can also choose to sign up for UPS MyChoice for free and have complete control of all your UPS packages. Charges may apply with any changes made to a shipment already in transit. Sign up here --> www.ups.com/mychoice

Q: I missed all attempts by the UPS driver and my package has been sent back, what happens now?

A: You have two choices if a package has been sent back.

1) You can choose to re-ship it. You will have to pay the *True Shipping costs for both the return and re-shipment of your package.

2) You can choose to receive a refund. A refund will be issued once the package  is received back in our facility and is checked for damages. If there are no damages, we will refund the total amount of your order minus a 10% re- stocking fee and minus the True Shipping costs of the return of your package.

If damages are found, those items will not be refunded and the above stated charges will apply only to merchandise received in sellable condition. We would require your credit card information in order to process a manual payment for the charges via email or over the phone.

*True Shipping is the amount charged to us by UPS for shipping your package. It differs from the Flat Rate Shipping that is paid at the time of checkout.

Q: Can you change my delivery date?

A: Unfortunately, we cannot change your delivery date once your order has shipped. You can choose to sign up for UPS MyChoice for free and have complete control of all your UPS packages. Charges may apply for any changes made to a shipment.  

Sign up here --> www.ups.com/mychoice

Q: Do you accept International Credit Cards?

A: No, we do not. We currently only accept US Credit cards.

Q: What happens if my package is returned to sender?

A: Packages that are returned to sender because customers were not home, refused delivery, or requested this option, will be charged $15.00. This amount along with the actual shipping charges from UPS will be deducted before any refund is issued.