No, customers are encouraged to place their orders online. However a sales representative is always available to assist with any questions or concerns.

iWebGrocer.com accepts the standard secured International methods of payment:

• International Bank Transfers: made in the seller’s currency (US Dollars)
• Irrevocable Letter of Credits (Depending on the country)
• Cash Against Documents (Through Foreign Bank and US local Bank)

Yes, the preference is a single layer of each item but we also accept lower quantities (price varies based on quantities). Contact your sales representative for details.

Each order has a weight and volume calculator next to the container truck icon on top of the page, also refer to the container builder page 101 for guidelines.

Our corporate office and warehouse is located in Doral, Florida, USA. Orders that are loaded from this warehouse are shipped from Port of Miami or Port Everglades depending on the shipping line. We also ship from various other ports around the USA.

The status of an order can be tracked through the "My Account" portal. Once the container is shipped you will be provided with a tracking number to connect to the shipping company’s tracking page.

Refer to the Export documentation page for details.

We want to make this process as easy as possible for customers to submit a claim. Below are the steps that need to be follow to file a claim:

• Please download our claim form
• Complete the claim form with all the information pertaining to the order. (i.e. Invoice number, Invoice date, Container Number, etc.)
• Attached all relevant pictures and documents to support the claim, this will help us expedite the review process.
• All claims will have a 72 hours processing time. An e-mail with our approval/denial will be sent to the customers within this time frame.
• Claims related to transportation only apply if the container was loaded by iWebGrocer.com.

All claims are subject to an internal review based on information provided by the customer to support the claim. Lack of information may result in the claim being rejected.

iWebGrocer.com offers both, product filtering on the left hand column of the category /product pages and a product search feature. Customers can use these tools to locate products with particular characteristics such as Kosher, Gluten Free, Halal, etc.

After an order has been placed and it has been confirmed by your sales representative; iWebGrocer.com will allow a 48 hour window for changes, after this timeframe has expired the order will be considered final and no changes will be accepted.

Each shipping line has its own regulations on demurrage, detention time & rates:

• Maersk Shipping Line allows 5 days of free detention time
• MSC shipping line allows 8 days of free detention time

UASC Shipping Line, on special request, allows 10 or more days For additional free detention time, please send in a request at the time of booking. This would depend on the port of destination and/or the shipping lines’ discretion.

To ship refrigerated or frozen items we have to book a refrigerated container (known as a “reefer”) with a specific temperature respective of the products. For example, chocolates are shipped 16.5C with vents closed. The temperature has to be predetermined before booking. All of the items in a reefer container have to be placed on pallets due to moisture and/or condensation. For container sizing details, please visit the container builder 101 page.

You can manage all of your account settings, including resetting your password, from the My Account page.

There are a number of reasons that an order could be delayed. Some of the most common reasons are delays in product delivery from a supplier or weather problems while in transit. For specific answers to any delay in your order, it is always best to contact your sales representative.