Shipping Policy

SHIPPING POLICY

New rules for local delivery fees
When will the new rules for local delivery fees come into effect?
Starting April 17, 2024 local time, new rules will be applied to local delivery charges.

What are the new rules for local delivery fees?
Under the new local delivery fee rules, order delivery fees, service fees, and their exemption policies are based on your Rewards membership status when you place an order. Users with different Rewards membership levels enjoy different amounts of local delivery fee exemptions.

Delivery Fee
In most local delivery service areas, the delivery fee rules are as follows:
Gold Rewards: Free shipping on orders over $69, otherwise a $4.95 shipping fee will be charged.
Silver Rewards: Free shipping on orders over $79, otherwise a $5.95 shipping fee will be charged.
Bronze Rewards: Free shipping on orders over $59, otherwise a $6.95 shipping fee will be charged.
Note: For some local delivery areas, the free delivery threshold for Gold, Silver and Bronze Rewards members is the same. The free delivery threshold for different delivery areas may be $69, $79 or $89, and the delivery fee may also be different. The specific free delivery threshold and delivery fee are subject to the price information on your order payment page.

Service Fee
The additional service fee will be used to support order packaging, sorting operations, and warehouse operations in local delivery. The service fee rules for all local delivery service areas are as follows:
Gold Rewards: Orders enjoy unlimited service fee reductions.
Silver Rewards: Orders over $79 will be exempt from service fee, otherwise a $1.95 service fee will be charged.
Bronze Rewards: Orders over $99 will be exempt from service fee, otherwise a $2.95 service fee will be charged.
Note: For Silver and Bronze Rewards members, the service fee exemption thresholds and rules for different delivery areas are also different. The specific service fee exemption threshold is based on the information on your order payment page.

How will the charges change if I place multiple orders with the same delivery date and delivery address?
You only need to pay one delivery fee and service fee for multiple orders with the same delivery date and delivery address.
If the combined amount of multiple orders with the same delivery date and delivery address exceeds the free delivery threshold, the delivery fee you paid when placing the first order will be refunded to you the day after the order is delivered. The same rule applies to the service fee, that is, if the combined amount exceeds the free service fee threshold, the service fee you paid when placing the first order will be refunded to you the day after the order is delivered.
The threshold for free delivery and service fee exemption for the combined amount of your multiple orders will be determined by your Rewards membership status when you place your first order.
For example, if you are a Bronze Rewards member when you place your first order on a delivery day, then for subsequent orders, regardless of whether you are still a Bronze Rewards member, you will enjoy free shipping if the combined amount of multiple orders on that delivery day reaches $59, and free service fee if the combined amount reaches $79.

When my order is cancelled, how will the fees be refunded?
If your order is cancelled in its entirety before delivery due to out of stock, the service fee and delivery fee of your order will be refunded to you in full.
If you initiate after-sales cancellation of an order during the order delivery period or after delivery, the service fee and delivery fee will be refunded at our discretion.

Are shipping costs for Pantry+, Direct Mail, and Global+ orders related to my membership status?
Shipping costs for Pantry+, Direct Mail and Global+ orders are not tied to your membership status and there are no service fees.

What kind of local delivery fee benefits are available to new users?
The first five local delivery orders can enjoy the delivery benefits of Gold Rewards members, that is, free delivery for orders over $35 in most areas, and no service fee is charged regardless of the threshold.

Top up M&M Points to upgrade to Rewards Member
How much do I need to top up to upgrade my membership status?
If you are a current Bronze Rewards member, you can
Top up $150 M&M points to upgrade to Silver Rewards membership.
Top up $350 M&M points to upgrade to Gold Rewards membership.
If you are a current Silver Rewards member, you can
Top up $200 M&M points to upgrade to Gold Rewards membership.

Can I upgrade my membership status by purchasing points on the Points Details page?
No. You can upgrade your membership only by purchasing points on the Rewards page, My Page, and Local Delivery Payment page where it is clearly marked that you can upgrade your membership by recharging points. When purchasing points to upgrade your membership, you will not receive additional point recharge rewards.

If I request a refund for my top-up points, how will my membership status change?
If you apply for a refund of points that you have recharged to upgrade your membership, your membership status will be returned to the status before the recharge.
If the points you recharge for membership upgrade have been used to pay for an order, they cannot be refunded.