How It Works | Help > FAQs
Frequently Asked Questions (FAQs)
When can I get my order delivered?|
MaxDelivery recognizes that when you are out of toothpaste, you just used your last diaper, or want to watch a DVD,
you dont need it tomorrow or next week - you need it now. That is why we offer all of our products for
immediate one hour delivery.
When you check out from our web site, you
will choose whichever one-hour timeslot is most convenient for you.
You can have it delivered in the next hour or later that day - whatever makes your life easier.
We are open for delivery from 9AM to midnight, seven days per week.
How much does it cost to deliver?
Delivery is FREE for all orders with over $100 in products. For orders smaller than $100, delivery costs only $4.95. Delivery is guaranteed to be there when we say it will be, or we will waive the fee. See our Delivery Guarantee for details.
For a limited time, delivery is FREE for your first order. So, try it out and see how we can help you.
Where do you deliver?
Currently, we service lower Manhattan, below 34th Street on the West Side and 26th Street on the east. On our front page, type in your zip code to see if we deliver to you.
If we dont currently service your area, please give us your zip code and email and we will let you know when we expand into your area. We are aggressively expanding our service areas all the time.
How do you deliver everything so fast?
MaxDelivery orders usually leave our headquarters within 10 minutes of your order and then,
our delivery staff rapidly brings over your order by bicycle or scooter, within the hour.
We also keep our delivery area very localized to ensure that our delivery people can reach you
quickly and consistently.
All orders are handled with care and are delivered to our customers as soon as possible.
How can I check on my order?
After you check out, you can always view your orders in your account section on the web site. On this page, we strive to provide you with up to the minute information that is as accurate as possible, allowing you to know as much as possible about your order.
As the order is processed by our warehouse staff, its status will be updated on the web site for you to review. Once it is ready for delivery, an estimated delivery time will be posted to the site. This time should approximate the time when you should expect your order.
I tried to check out, but the next delivery time is not for 2 hours. What is going on?
In order to give you the best possible service, we can only service a set number of orders at a time. We are constantly striving to ensure that we have enough capacity to meet your needs, but, sometimes we are overloaded with too many requests for delivery at the same time.
To ensure that we can meet our promises, we may close down a specific timeslot if too many people attempt to use it. If this happens, that timeslot will not be offered to you during checkout.
In an attempt to keep you as informed as possible about this possibility, we always show the next available delivery time in the upper right corner of the screen.
Can I leave the delivery with my doorman?
Yes. If you want to leave the delivery with your doorman, simply put that information into the "Special Instructions" section during checkout.
Please note that MaxDelivery cannot be responsible for the freshness of frozen/perishable items if they are left with your doorman. If you are ordering fresh or frozen items, MaxDelivery strongly recommends against leaving it with a doorman.
Orders requiring ID cannot be left with doormen.
Will the delivery person know what I am ordering?
No. Our delivery people do not know the contents of your order, allowing you to receive the items without worry about what anyone will know.
Should I tip the delivery person?
You are under no obligation to tip but have the option of providing a nominal tip if you feel that youve received exceptional service.
MaxDelivery personnel are well compensated for their services and are not dependant upon tips from customers.
MaxDelivery.com delivery personnel are not permitted to solicit tips under any circumstances. If you have a comment or compliment please contact us.
What happens if I am not home to receive the delivery?
If we attempt to deliver the order to you, but you are not available to receive it, we will bring it back to our warehouse. Our customer service people will attempt to contact you to verify the address and set up a new delivery time.
Please note that multiple delivery failures will result in the imposition of a "Not At Home" fee to your account in the amount of our delivery fee.
Your order may also be subject to a 15% restocking fee, should you subsequently cancel the order.
My delivery did not arrive on time. What should I do to find out where it is or check on it?
If the timeslot that you requested for delivery has passed, please check the order details in your account section of the web site. On this page, you can verify the time and location that you scheduled your delivery, see if we have made any delivery attempts, and view the estimated delivery time, if available.
If you cannot find sufficient information about your order on this page, you can always feel free to contact us via email or via the live chat links located throughout the site.
What is your Delivery Guarantee?
MaxDelivery saves you time by getting you the things that you need when you need them. If, for some reason, we are more than 10 minutes late on our delivery promise, we will refund the full amount of your delivery fee for the late order.
Your delivery person would not deliver the order without seeing my ID. Why?
In certain cases, we may require ID in order to have the order delivered. If you have ordered any adult products (e.g. adult movies, cigarettes, beer or wine), we will require proof of appropriate age in order to deliver the order. Also, for your protection, our Fraud Detection systems may require proof of ID matching the name on the credit card in certain cases.
All ID required must be a valid, government issued ID showing name and date of birth.
If you have ordered adult products and do not have valid ID to present, your delivery will be refused and returned to our warehouse and you will be charged a undeliverable fee of $4.95. Your order may also be subject to a 15% restocking fee in this case, should you be unable to produce sufficient ID and cancel the order.
Can I cancel my order after placing it?
You can cancel your order at any time after it is placed until it has been sent out for delivery. Orders which have already been partially processed may be subject to restocking fees, as set forth below:
Items from Salume or Restaurant partners will be charged at full retail price once the item has been cooked for the order.
Perishable items will be charged at full retail price if an unsuccessful delivery attempt has been made.
All other items will be subject to a 15% restocking fee if an unsuccessful delivery attempt has been made. If the order is cancelled before any deliveries have been attempted, no restocking fees will apply.
Each unsuccessful delivery attempt will result in a "Not At Home" fee being applied in the amount of $4.95. This amount is in addition to any delivery fees on the order.
Orders which are cancelled due to MaxDelivery being unable to deliver within the promised time window will not be subject to any restocking or cancellation fees.
To cancel the order, simply view the order from your account. On the view order screen, if the order is eligible to be cancelled, a cancel order button will be visible. Simply click that button and the order will be cancelled immediately.
If you disagree with the fee assessed or have any questions, please contact us at customer service via the live chat on the right
Can I change the address to deliver the order after placing it?
Once an order has been placed, the delivery address can be changed at any time until it is sent out for delivery. To change the order, simply view the order from your account. On the view order screen, if the order is eligible to be changed, an update order section will be visible. Simply choose the new address/time and choose update.
Once the order has been sent out with our delivery people, however, it cannot be changed without contacting customer service.