WHERE IS CLICK AND COLLECT AVAILABLE?
The Click and Collect service is currently only available at the Marabella branch. Other Massy Stores will be added as collection points as we expand the service.
HOW DOES OUR CLICK AND COLLECT SERVICE WORK?
Simply choose to pick up in store during checkout and you will be prompted to select a store, pickup date, and pickup time for your order.
- For store pickup orders, ensure that all items selected are in stock for the location you indend to collect at.
- If an item you selected is not in stock at your desired pickup location, that location will not be availabe as an pickup option during checkout
Read more on Click and Collect here.
HOW CAN I CHANGE MY SHIPPING ADDRESS?
By default, the last used shipping address will be saved to your account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.
HOW DO I ACTIVATE MY ACCOUNT?
Your new account confirmation will be sent to your email once you have submitted the registration form. No futher validation is required. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at firstname.lastname@example.org
WHAT DO YOU MEAN BY POINTS? HOW DO I EARN IT?
Points are calculated based on completed orders, and are updated on your Massy Loyaly account every 2 weeks.
Please visit our points website here
CAN I PURCHASE APPLIANCES ON TERMS ONLINE?
- Job letter
- Two forms of ID
- Recent utility bill (as proof of address)
- Two references (names, addresses and contact info)
WHY IS THERE A CHECKOUT LIMIT? / WHAT ARE ALL THE CHECKOUT LIMITS?
These limits are in place to make sure everyone has a fair chance at availability in purchasing their products, and also to help make our internal processes more efficient. So...
- Each order must be a mimimum of $100 before handling or shipping fees
- Each product added to the cart has a per item limit of 10 per order
HOW CAN I TRACK MY ORDERS & PAYMENT?
After logging into your account, the status of your checkout history can be found under "My Orders".
HOW DO I CANCEL MY ORDER?
Email us at email@example.com with your order number prior to midnight before the day of pick up, we will cancel your order and initiate a refund of payment.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?
Click and Collect offers next day pickup on orders made before midnight. For example, order made before midnight on Monday, will be available for pickup between 12 noon and 6pm the following day. You will be allowed to select your desired pickup time during the checkout process.
If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.
HOW MUCH IS THE HANDLING FEE?
Handling fee covers the packing, cashing and dedicated storage for your items including dedicated chilling and freezer equipment for applicable items.
The fee is calculated in order total bands, and at an approximate rate of 5%. Please see the rate table below:
|Order Tier||Min||Max||Handling Fee|
|Small||$ 0||-||$ 500.00||$ 25.00|
|Medium||$ 501.00||-||$ 800.00||$ 40.00|
|Large||$ 801.00||-||$ 1,000.00||$ 50.00|
|X-Large||$ 1,001.00||-||$ 1,500.00||$ 65.00|
|XX-large||$ 1,500.00||+||$ 100.00|
WHAT ARE THE PAYMENT METHODS AVAILABLE?
At the moment, we only accept VISA and Mastercard credit cards. This includes pre-paid cards that use the VISA and Mastercard payment networks.
WHY AM I BEING REDIRECTED TO FIRST ATLANTIC COMMERCE TO PAY FOR MY ORDER?
We currently use the secure First Atlantic Commerce (FAC) payment gateway which accepts credit card payments on our behalf. During checkout you will be redirected to the secure FAC payment page and then returned to the Online Grocery once the transaction is completed.
WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG/MISSING ITEMS?
We take such matters very seriously and will seek to ensure such incidents are resolved quickly.
Please see our policy on Returns and Warranties here
I AM HAVING PROBLEMS ACCESSING THE STORE. SOME OF THE PAGES LOOK WEIRD. AM I USING THE RIGHT BROWSER?
This Store uses some of the latest graphics designs which may not be supported in lower versions of browsers. It is recommended that you use the following browsers:
1. Microsoft Internet Explorer Version 10 onwards.
- Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internet-explorer/download-ie
2. Mozilla Firefox Version 10 onwards.
- Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/
3. Google Chrome Version 40 onwards.
- Download the latest Google Chrome at: https://www.google.com/chrome/browser/desktop/