Frequently Asked Questions

Q: Where do you shop?
A:  We do most of our shopping at Publix. However, if you would like something from one of the great markets or shops on the island, just let us know. We want you to experience local, fresh food as you enjoy your stay and experience all the islands have to offer. Want something special? Just put it in the special instructions and we’ll make it happen.

Q: Why do I see a hold on my card?
A:  Three (3) days prior to your scheduled delivery we will place a pre-authorization hold on your card on file for the amount of your estimate plus 5%. The day of or day after your delivery, you will be billed the final amount and any remaining funds from the hold will be released back to you.

Q: I don’t see any prices on your website. How do I know what my groceries cost?
A:  Since we are not directly affiliated with any grocery stores, we do not list prices on our website. They change frequently based on market price. Once an order is submitted, you will receive an order estimate from us within 2-3 days of placing your order. Our estimates are built using online prices, which are typically marked up higher than in store prices. We also do no reflect any sales or deals that the store is offering in our estimate, because those could be different the day we shop for you, especially if your order is placed well in advance. We shop everything at market price and build our fees based off your actual grocery total, and not the estimate. If there are deals on your items, they will be passed along to you at final billing and our fees will be adjusted. Our final billing is almost always less than the estimate since groceries are usually cheaper when we shop the store.

Q: What is your cancellation policy?
A: You can cancel your order up to 72 hours before your arrival time. Orders cancellations less that 72 hours in advance will not be permitted. Dry goods, paper products, and alcohol are often shopped in advance so we would not be able to cancel the order once shopping has started.

Q: How do we order alcohol?
A: In order for us to deliver alcohol to your vacation rental you must complete the following steps.

  1. Place your order from the alcohol section of our website. You will use the add your own feature in the alcoholic beverage tab to order your specific beverage.
  2. Scan and email your valid driver’s license to support@theloadedkitchen.com. Please reference your order number in the email. (Please note the driver license MUST match the name of the person placing the order and the name on the credit card paying for the order. It also must match the name of the individual renting the property. We may contact you for confirmation. We reserve the right to cancel the delivery of alcohol at our discretion.)

Q: How far in advance must we place our order?
A: We have a limited number of delivery slots available, so we recommend orders be placed at least three days prior to your arrival. You may edit your order up to 72 hours prior to your arrival. In order to place an order less than 3 days in advance, you must contact us at support@theloadedkitchen.com. A service fee may apply to orders placed less then 3 days in advance.

Q: Who is delivering my groceries?
A: You can rest easy knowing that all of our concierges have been thoroughly vetted and background checked.

Q: How do you get into my vacation home/condo?
A: We work with several property management companies on the island. Most of the time we are given a “contractor code” that is only active for a certain period of time. We may also ask that you supply us with your door code or entry instructions. We will contact the property management copy or owner to coordinate delivery around the cleaning crew.

Q: Do you guarantee my order will be delivered prior to my arrival?
A: We cannot guarantee it, but we will do everything within our power to have your kitchen fully loaded when you arrive. On rare occasions things beyond our control (weather, housekeeping schedules, entry issues) prohibit this from happening.

Q: What if an item is out of stock?
A: Your concierge will substitute and out of stock item to the closest comparable item. If you do not want an item substituted, please click the “no substitutions” tab for that item.

Q: What if I don’t see something I want on your list?
A: Use our “missing product” tab and add it to your order.

Q: What is the minimum order?
A: Our minimum grocery (prior to any of our fees) order is $100. Orders less that $100 will be assessed a minimum service fee of $20.

Q: What if there is a problem with our order?
A: Your satisfaction is important to us. While we strive to be perfect, we do recognize that sometimes mistakes do happen. Our goal is to help make your vacation as enjoyable as possible and our service meets your expectations. If there is a problem with your order, simply contact us at support@theloadedkitchen.com and we’ll take care of it.

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