Frequently asked questions
What is TOTERS?
TOTERS is a service that allows customers to get deliveries from local stores.
What products does TOTERS deliver?
TOTERS works with local stores to get you deliveries. We are forming partnerships with restaurants, grocery stores, coffee shops, etc... that are in your area to have their products delivered to you.
Where does TOTERS deliver?
TOTERS delivers in the Middle East and USA. Enter your address information into the app to see if you are covered by the TOTERS service. We are working on expanding into more areas and will notify those who downloaded our app once we reach their areas.
What are your hours of delivery?
Our hours of delivery are generally dependent on the stores we deliver from.
When do you deliver products?
We give our customers the ability to have their products delivered as quickly as possible (within 1 hour) or schedule for delivery within 1 hour slots in the future.
How much does delivery cost?
Delivery cost varies depending on the store, hour, and your location.
What payments methods do you accept?
We accept all major credit cards (Visa, Master Card, etc…)
How can I review my receipt?
Your receipt will be emailed to the email address you provided during sign up.
How do I update my payments options?
Inside the TOTERS app, select PAYMENTS from the side menu. In there, you can manage your payment methods, by adding, editing, and/or deleting credit cards.
When is my credit card charged?
Your credit card is charged as soon as the shopper drops off the items you requested at the location you specify.
How can I order using TOTERS?
You can order using TOTERS very easily. After selecting where you would like to receive your delivery, choose the store you want to place an order from. Then, browse through the available products using the categories, sub categories and search functionalities. You have a cart where you can add or remove quantities of any products you want to order. Once you've added all the items you would like to the cart, select checkout and confirm payment and address. Once you've verified all information, you can select place order to finalize your order.
What if one or some of the products I want are not available?
The partner store will call you to confirm availability of all products. If a product is not available, you can ask for a replacement. Alternatively, you can drop it all together from your order.
How can I leave a delivery note for the Shopper?
During checkout, you can select from one of the preset delivery instructions for the Shopper. You can also add a custom message.
How can I track my order?
TOTERS allows you to track your order status live. We will keep you informed along all steps of the shopping and pickup process. And once the driver is on the way, we will let you know where your Shopper is exactly until you receive your order.
How can I modify my order?
At the moment, you cannot modify your order once you've placed it. We are working hard on making this features available but until then, an alternative would be to cancel your order and re-place your updated order.
Note that once the order has been accepted by a store, you cannot cancel anymore.
If you have further inquiries, please contact customer support at support@totersapp.com
What’s the cancellation and refund policy?
You can cancel your order free of charge before the order is assigned to a Shopper or before the partner store starts preparing the order. In such case, you will get a full refund of your order.
Once an order is accepted by a store, canceling the order is not possible and TOTERS may charge the full amount of the order less the delivery charge.
Once the Shopper is on the way to deliver your order, cancellation is not permitted and you will be charged the full order and delivery charge amount.
If you have any questions, please contact support@totersapp.com
What’s the cancellation and refund policy for grocery stores?
In the event you receive a wrong or damaged item from a grocery store, you can return the item only on the same day of receiving the order as long as it remains in the condition in which it was received.
The store has the right to refuse a return if the item (s) in question was used, and/or removed from its seal.
Refunds are issued in the form of Toters credits exclusively and are limited to cases of returns for wrong or damaged items only. Exchanges are at the discretion of the grocery partner.
How do I report problems with my order?
Once you receive your groceries, you can rate your order by choosing from 1 to 5 stars (1 being very poor and 5 being very good). You can leave us a note with each order and we'll address your concern within 24 - 48 hours.
You can always contact us at support@totersapp.com.
Can I place more than one order with TOTERS?
Currently, you can only place one order at a time with TOTERS.
How do I return items?
We do not accept returns, unless we made a mistake with one of your items.
If you believe there's an issue with one of the items delivered to you, please contact us at support@totersapp.com and our customer care team will investigate the issue and get back to you.
Where are your Terms and Conditions?
You can find out more about our terms and conditions by clicking here
How do I become a Shopper with TOTERS?
Email us at support@totersapp.com and we will contact you with further information.