Client Policies-- April 2015

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1 Client Policies-- April 2015 REGISTRATION Registration is completed by phone. Clients are asked to provide basic demographic information and two emergency contacts. Emergency contacts are typically contacted if a client is not home at the time of delivery. SHOPPING AT CUB FOODS Store To Door shops at the following Cub Foods store locations: Bloomington, Chanhassen, Crystal, Maplewood, St. Anthony & St. Paul Midway. Store To Door and Cub Foods stores are totally separate organizations. Store To Door is a nonprofit community service provider. Cub Foods is a corporate partner where we shop for groceries. If you have a question about your order, do NOT call Cub Foods. Call the Store To Door Office at ORDERING Clients are asked to prepare a grocery list prior to placing an order. The list should include specific brands, sizes, flavors and quantities for each item. Please plan at least one half hour to place your order with a Volunteer Order Taker. Each order is read back in full at the end of the phone call. Reading the order back ensures that all your items are ordered correctly. Clients are encouraged to place an order through Store To Door at least monthly. After two months of inactivity, your account may be placed on a closed or inactive status. Page 1 of 6

2 WORKING WITH YOUR VOLUNTEER ORDER TAKER Clients place their first grocery order with Store To Door staff before being matched with a Volunteer Order Taker. Once assigned, your Volunteer Order Taker will call you every two weeks during an agreed upon day and time. If you miss your Order Taker s call or need to change your order, please call the Store To Door office before NOON on the day before your scheduled delivery. Please do NOT call your assigned Volunteer Order Taker. If you have any questions or concerns, contact the Store To Door office at (651) SUBSTITUTIONS Please indicate to your Volunteer Order Taker if you will not accept a substitution when a specific item is unavailable. If a substitution is needed on a PERISHABLE item, and no information is provided, a volunteer will call you from the store between 8 9 a.m. on the morning of your delivery. If we are unable to reach you, we will NOT purchase a substitution. Volunteers may substitute non-perishable items without phoning for approval because these items may be returned. Volunteer Shoppers are NOT able to add items to an order at the store. RAINCHECKS Store To Door cannot issue or accept rain checks for out-of-stock items. SPECIAL ORDERS Due to food regulations, we cannot deliver HOT items from the deli or bakery. Clients can place special orders for customized items such as birthday cakes and deli platters. Items routinely carried by the deli or bakery department should be requested through your Volunteer Order Taker. To order directly from the store, call the pertinent department at your assigned Cub Foods store the day before we shop. Bloomington (952) Chanhassen (952) Crystal (763) Maplewood (651) St Anthony (612) St Paul (651) If you do not know the assigned store, contact the Store To Door office. When placing an order directly with Cub, reserve the item under your first and last name and indicate that it is a Special Order for Store To Door. Page 2 of 6

3 Let your Order Taker know at which department you have a Special Order. Special Order items will be delivered with the rest of your ordered groceries. Special Order items may not be returned. Store To Door is not responsible for the quality of Special Order items. COUPONS Cub Foods honors all their advertised and product specific coupon prices for Store To Door without clients having to present an actual coupon. Please tell your Order Taker if an item is an advertised special or coupon to ensure the correct product is entered on your order. (The advertised special or coupon needs to be current on the scheduled delivery date in order to be applied to the purchase.) Store To Door honors manufacturers coupons that are current as of the day you receive delivery. To receive deduction, present coupon to your Delivery Coordinator at the time of delivery. (Coupons cannot be accepted after the Delivery Coordinator has left your home.) Coupons for stores other than Cub Foods, expired coupons or coupons for items not purchased will not be accepted. GIFT CARDS and STAMPS Clients may purchase Cub gift cards up to $50 and postage stamps. A purchased gift card may not be redeemed on the same day it was purchased. All gift cards and postage stamp purchases must accompany a grocery order and are non-returnable. ORDERING MINIMUMS/MAXIMUMS Store To Door s minimum order amount is $40.00 Store To Door s maximum order amount is $ PHARMACY ORDERS Store To Door picks up prescriptions for clients at the Cub Foods Pharmacy where their grocery order is shopped. Please let your Order Taker know if you have a prescription scheduled for pick up. You will need to arrange for payment directly with the Cub Foods Pharmacy. (The cost of the prescription does not count towards the $200 maximum limit.) Page 3 of 6

4 DELIVERY Clients must be home between 10 a.m. 3 p.m. to receive groceries. If you are not able to be home, call the Store To Door office BEFORE placing your grocery order in order to make other arrangements. If you are unavailable for your delivery and we cannot deliver your groceries, you may be charged for perishable items that cannot be returned to the store in addition to the service fee. PAYMENT All clients pay for their own groceries. Store To Door accepts checks, credit cards, debit cards and EBT cards (with food benefits on them) for payment at the time of delivery. Store To Door does NOT accept cash. A fee will be charged for checks written with insufficient funds (or returned by the bank for any reason) and a hold may be placed on the account suspending future orders. EBT cards with cash only benefits cannot be accepted. If you would like to make payment arrangements prior to your delivery date, please contact the Store To Door office at (651) and ask to speak with an Accounting team member. SERVICE FEES All clients are charged a service fee, based on a sliding scale. Fees range from $5- $15 per delivery. Service fees are included in the total amount due upon delivery. Fees are determined by annual income and household size. Store To Door accepts Elderly Waiver and Alternative Care. Prior authorization is required, so please notify Store To Door if you are using one of these programs. WEIGHT LIMITS Due to delivery constraints, Store To Door reserves the right to limit the amount of large items ordered. These limits include: Two 24-packs of pop/water OR Four 12-packs of pop/water OR Six gallons of milk/water/juice OR 2 large household/pet items (25 lbs. each) Page 4 of 6

5 RETURNS Non-perishable items may be returned to the Delivery Coordinator at the time of delivery or on the following delivery when accompanied by a Cub receipt. Perishable items (produce, meat, bakery, dairy and deli) are NON-returnable, so please take care when ordering perishables. If there is an error with a perishable item or in the pricing of any product, please call our office within 48 hours of delivery. We will promptly review the problem and make appropriate adjustments. TIPPING POLICY Store To Door requests that you DO NOT TIP the Delivery Coordinators. They are paid staff. As such, they are specifically required to decline tips. If you want to contribute to the cost of your service, donations to Store To Door are accepted by Delivery Coordinators or you can use a donation envelope from our newsletter mailed to your home. CHANGE OF INFORMATION Call the Store To Door office BEFORE NOON on the day before your delivery day, if you change your address, phone number or emergency contact. HOLIDAYS When a holiday falls on your regular ordering or delivery day, we will inform you in advance of schedule adjustments to keep your groceries coming to you. COMMUNICATION If you have any problems or complaints about Store To Door s service, volunteers or staff, notify our office at as soon as possible. Please do not call your Volunteer Order Taker or Cub Foods. We will do our best to correct the problem. Page 5 of 6

6 RECORD-KEEPING Store To Door collects statistical information about clients that is used by the Minnesota Board on Aging. This information is not released to any other entity. CIVIL RIGHTS POLICY The services, facilities and benefits of this program are for the use of all older people regardless of race, color, sex, sexual orientation, religion, disability or national origin. Any individual who feels he/she has been denied the opportunity to participate in this program and wishes to file a complaint of discrimination should write to the following office: Executive Secretary, Minnesota Board on Aging 540 Cedar Street St Paul MN COMPLAINT PROCEDURE It is the policy of Store To Door to provide service to all eligible persons without regard to race, color, sex, sexual orientation, religion, disability or national origin. The same requirements are applied to all, and there is no distinction in eligibility for or in the manner of providing services. All persons and organizations having occasion to refer or recommend eligible persons for Store To Door services are advised to do so without regard to the person s race, color, sex, sexual orientation, religion, disability or national origin. The person designated to coordinate with Section 504 of the Rehabilitation Act of 1973 (nondiscrimination against the handicapped) is: Mary Jo Schifsky (651) Page 6 of 6

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