FAQ & Site Info
Terms of ServiceReturn and Refund Policy
Thanks for shopping at DM-Market, E-Groceries on eCrater.
You have 3 calendar days to to inform us of any problems for the package from the date you received it.
To be eligible for a refund or exchange (because we don’t take ANY FOOD ITEMS back at all), There are a few factors and steps to remember to qualify for either a refund or exchange, if the product is sent to you:
Must take pictures of any damaged, dated questionable or items that were sent to you in error. If you don’t have a camera on your phone, ask a friend to help you, and send us pictures with initial contact. Those reasons for possible refund or exchange are:
1) Out of Date sent to you by accident
2) Wrong Item sent
3) Delivered extremely late by carrier
4) or Damaged by Carrier
The reason for this strict policy is that, unlike a book or pillow cases, food is not resalable once allowed for return. As we take the utmost in extreme care of and conscious of the best by dates for all items sent. We also know the importance of all food handling procedures along with no dented cans are sent out whatsoever. So if your items are damaged at all, the carrier has mishandled the package. The photos are required so we don’t have issues with the USPS for refunds on the damaged goods. You want a refund, we need pictures. Ok?
Things that don’t qualify for consideration:
1.) I don’t like it
2.) I ordered by accident
3.) Buyers remorse
4.) Never tried the food item and want to try to exchange it. We are not an avenue to try it and return it.
Sorry, this is standard in the Grocery industry.
If at all a return is authorized, make sure that:
Your item must be in the original packaging.
(If applicable) Once we receive your item, we will inspect it and notify you that we have received your returned
item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within a certain amount of days, depending on your card issuer's policies.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs
If you receive a refund, the cost of return shipping will be deducted from your
If you have any questions on how to return your item to us, contact us.
619-417-6557 (this is our temporary phone number until Jan 2016)
Items Not Eligible
Jerky, Crackers, Cookies, Chips or perishable breads.
How To Return Your Item
Returns if applicable are addressed to
DM-Market, Online Groceries Attn RTN
PO BOX 34411
San Diego, CA 92163-4411
Thank you for looking into contacting us.
We politely ask that if you are contacting us for ANY OTHER REASON than questions about certain items, cost, mailing time, "Where's My Package" or anything else pertaining to your order, do not bother to contact us regarding your personal gain or what company you represent to gain further you, your career in terms of who "you can sign" to your companies products, or services you "think" we might "need". Let's put it this way, if we want those services, we'll look for you. Especially companies that offer commissions for services rendered AND companies that are willing to provide "Customer Reviews on Products you sell". We believe the items sell themselves. We are not a vehicle to "try and buy" nor do we want anyone's review of a product that may or may not be "true" or "real". Fake reviews are all to abundant even with Mega Conglomerate Internet Selling Avenues (which will remain nameless). So simply, NO THANK YOU.
***Amazon Customers please read statement below!
Contact Owner Directly @ Email: firstname.lastname@example.org
Our Phone (temporary until Jan 2016)
This phone can also receive texts as we do not have a full time customer service person. Either text (best method) or leave a message. We are in the warehouse packaging most of the day. Someone will get back to you as soon as possible.
First and foremost, please do not place an order and then not pay. We receive so many orders where people don't follow up and pay, if you do not want to place the order with us, please don't cause us extra work and try to email you to see if you truly want the order. Before completing the order, please know for sure if you want the order. Thank you.
We service any APO, FPO or DPO Military Addresses. Service members must know your restrictions of what can and cannot be sent to your specific zip code. If you don't know ask!
UPFRONT: OUR POLICY is NO RETURNS or REFUNDS ON FOOD, so please be aware of this when making a purchase with any Grocer on ECrater! IF THE POST OFFICE DAMAGES YOUR SHIPMENT and you have chosen PRIORITY MAIL for service, you are insured for up to $50.00, they are the shipping choice and are paid to deliver not destroy. You must complain to them about their mishandling of your package. We do as asked when sending out your order and our guarantee is your items leave our facility in the best condition possible and that is not just words it's the honest truth. We ship as if we were buying for ourselves and NO DENT or cracks or dings are sent out WHATSOEVER. Again, once your package leaves our hands, it is out of our hands. Since Food is a completely different beast of retail, we ask for your patience, your order will get to you within the delivery window provided by www.usps.com tracking once package has been delivered to the Post office, you will see a delivery expected date on that same screen, usually no later than 3-5 days into that window.
Also note that we are not responsible for Manufacturer decided changes to packaging such as new recipe or new package design, if it isn't the same packaging than what was pictured. Products advertised are subject to availability and by their USE BY dates. If we have product that is getting close to out of date, we may delay the package due to receiving/ordering more to fulfill the order. There are occasions where we may miss the dates and come to fill an order, find they are out of date, try to get more and find they have been discontinued. Out of the retail market, as you might know, food items come and go, whether or not we like these products leaving to make room for new items. Package change and recipe changes are all too common in this industry. While we try to maintain current pictured items, manufacturers can change the package or recipe at any given moment. We cannot control this If you see something on our site, that you know has changed packaging, disappeared out of your local store or you just can't get it anywhere anymore, please check with us first, because we may have that new packaging before your stores do, so you would receive the new package without warning.
ALSO, WEATHER such as HEAT causing melting is not our fault, so we will not refund based on melted goods. We cannot control the weather nor whether or not the Postal Truck is Air Conditioned or if they leave it where it can melt. So please know you are ordering melt-able goods, and use best judgment, it's at your own risk. If we were to add cold packs to the items, it would skyrocket the price you pay.
Why does food cost so much on Ecrater vs. your local Grocery Store? Well, for starters, when you place your order, it involves two companies or entities through out the whole process. There is DM-Market, whom you are buying from and the Post Office for Delivery. With two companies having their hand in the pot, so to speak, the cost gets passed on to the consumer, while sometimes, that doesn't seem fair, which in most cases it is not, the seller and the Post Office have the most involvement with getting the order processes and shipped to you. So there is a lot of work that goes into every order you place with ECrater. Most case scenarios, items that you purchase on ECrater are not readily available to you locally, which is a shame, but remains the case. So when placing your order with us, or other grocers online, please be reminded that this is where the pricing comes from. We hope that explains a little on why the prices are so high. So please keep the comments of "Pirates" or "Scammers", we are pricing the items just enough based on our time to orchestrate the products to come in and get out to you to your doorstep. It saves you time, if you shopped yourself it would save you what "you'd pay at Wal-Mart". We are not Wal-Mart, just Americans trying to make a living. We don't make a lot of money on each item.
When placing an order with us and you are making multiple item purchases, Please know that we will combine shipping.
******Late Shipments, there are a couple of reasons why you may experience a late shipment, 1) the items you ordered is nearing it's expiration date and more have been ordered (and that may take a day to three days for that to be back in inventory, usually this happens when we get low on certain items), we will set that order aside to get you as fresh food as we can and 2) the Post Office is reliable 90% of the time, but for those occasions, in my experience, will usually get to you at some point, but if there truly is a lost shipment, we both must communicate to determine if it is or isn't lost in the mail.****
****Expedited Orders, It helps us know if you are really in a rush to get this product ASAP or if you just want it sooner than regular Parcel Post would deliver. So birthday gifts of food, APO deliveries or just want it now scenarios, please follow up with an email, we can confirm it. Typical turnaround is two days after order (some may be longer for expired or so to be issues), there are some cases where it is the 3rd day after the order has been confirmed.
****"Products listed, order placed, but my order was canceled, where's my product?" On some occasions, we will come across an item that we have, now whether it's been warehoused for some time, since food goes bad and we find it to not be worthy of sending you this product once it's pulled due to quality. There have been a few occasions where you may get an email saying the item was shipped and then a day or two later, you might get one saying the order was refunded. This happens when I have product that is not worthy of the sale, such as out of date or nearing its end of life and we can't get more of this product in. The reason for the confirmation of shipping when placing the order is to print out your shipping label and prepare your order for shipping. we apologize ahead of time if this happens to your order as we don't want you getting food that you yourself wouldn't buy at the store. Any Questions, please ask.
***** When ordering canned goods, or anything that dents, it is inspected by us and be assured that WE DO NOT send these damaged products to you. YOU MUST TAKE PHOTOGRAPHIC EVIDENCE OF DAMAGED GOODS and email us those pictures before we even consider a refund. So if there is dented product more than likely it was caused in transit to you. When shipping canned goods. In order for a Postal Claim to be filed, YOU must take a picture of the box and it's wrappings and everything that came in the box and YOU must make a trip to the POST OFFICE to start the claim if insurance is purchased and requested by you, otherwise, it's a luck of the draw. Once we have receipt of that filing by YOU, we can then begin the process on our end to initiate the claim for damaged goods. Some things that are not reimbursable to anyone via the Post Office is Perishables. Perishables fall under the category of Cookies, Pasta Boxes, Breads, Crackers, Taco Shells etc. So if your box gets damaged in Shipping there are no claims to file with the Post Office. We do bubble wrap or double box most items to over extent to protect your food during the process of shipping.
*****Please also note, we only sell these products, not manufacture them, so if you come across ANYTHING that may not be right about the product, please contact the manufacturer. There usually is always Contact Information or a website address on the container if you have any concerns. By purchasing from us, you agree to that one and only term, the manufacturer is responsible for their product. Some specialty items that you purchase may have expiration dates anywhere from 14 days (bread products, donuts, chips) to 12 months depending on the product. Please use your purchase within the suggested shelf life. You may find out that products most of the time exceed their freshness date and are still good for longer periods of time, and this is just an example Velveeta (first thought it would never sell by it's manufacturer, because at the time of it's introduction, people didn't think they could eat cheese that wasn't refrigerated, but look where we are now, like the Twinkie, most Velveeta Products can sometimes out last a nuclear bomb. :-) www.eatbydate.com
APO/DPO/FPO Shipments are 100% Welcome at my store, where ever you serve, it would be my pleasure to serve you. THANK YOU FOR SERVING OUR COUNTRY!