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Frequently Asked Questions

  • How far in advance should I place my order?
    We recommend placing your order at least 3 days in advance. We monitor orders in queue to ensure appropriate staffing on your delivery day.
  • Where do you shop?
    We work with some of Maui's best food and beverage vendors to bring you top quality products. We have access to a great selection of specialty items and Hawaii products. We shop as close to delivery time as possible to ensure the freshness of your groceries. We also do our best to source local produce, fresh-catch local fish and island grazed meats.
  • Do you deliver on Holidays?
    By special request only. Please contact us prior to placing an order.
  • How do you get into my vacation house or condo?
    We ask that you supply a door code and/or contact information for who you reserved with. We contact the owner/company prior to delivery to inquire about getting into the house or condo.
  • Do you guarantee to have my order delivered prior to arrival?
    No. Depending on scheduling, housekeeping, access to your home/condo, weather, and traffic, we are unable to guarantee delivery prior to arrival. It is our goal, however, to deliver your order before you arrive.
  • How will you handle my personal information?
    We we only use your personal information to fulfill your order. It will never be sold or given away.
  • Will you accept last minute orders?
    Please call for availability if placing order within 24 hours of arrival. We are not able to do SAME DAY delivery. There will be a $50 "late" charge for orders placed within 24 hours of arrival.
  • How do I make changes to my order after it has been submitted?
    Call us at (808) 868-4416 or email us at reservations@primovip.com
  • When can I make changes to my order?
    You can make changes to your order up to 48 hours prior to the delivery date.
  • What if I’d like to order additional items during my stay?
    Please submit an additional order. Additional orders received after 12:00pm may need to be delivered the following day depending on delivery schedule availability.
  • What if I don’t see the exact item I want on your form?
    Please add it to your order using our “Custom Item” product. "Custom Item" is listed first in each category.
  • What if an item I have requested is out of stock?
    Your personal shopper will substitute a similar item. If you have specific substitutions in mind please enter a note for your shopper in the product "Notes" field.
  • What if I have specific dietary or religious needs?
    Please enter a note for your shopper in the Instructions/Comments field for the product. You must let your shopper know if they should select a substitute product that meets a special requirement. If no substitution is acceptable make sure to note “No Substitutions” at checkout.
  • What should I do if there is a problem with my grocery order?
    Your satisfaction is important to us! Please let us know of any issues immediately so that we can work with you to resolve the problem while you are in town.
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