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Frequently Asked Questions
General
Q: What days and times do you deliver?
A: We deliver seven days a week, from 12 p.m. to 8 p.m.
Please note that you must place your order by 4 p.m. the day of your delivery. Orders placed after 4pm won’t be delivered until the next delivery day.
Q: What days and times is your pickup service available?
A: We will gather your order and have it available to pickup any time between 12 p.m. and 10 p.m.
We request a minimum of four hours to process and prepare your order. Orders for pickup placed after 6 p.m. typically won’t be ready until 12 p.m. the next day.
Q: If I choose the pickup service, can you deliver my groceries to my car?
A: Yes. Just give us a call prior to your arrival, pull up to our portico, and we’ll load your groceries into your car.
Q: How can I contact you?
A: You can contact us by filling out our contact form, e-mailing us at onthego@thehillsmarket.com or calling us at 614.846.3220.
Q: I would like my parents or guardians to deposit Shopping Funds for the purchase of my groceries. How can they do this?
A: Contact your parents or guardians and have them click the Shopping Funds link on hillsonthego.com. This will walk them through depositing Shopping Funds into your account. Contact us if you need additional help.
Q: What is your refund policy?
A: We provide a 100% Satisfaction Guarantee on every item you purchase from HIlls on the Go. If you are not satisfied with your purchase, simply contact us at onthego@thehillsmarket.com for a replacement or store credit. Due to Ohio state laws there can be no returns on purchases of beer or wine.
Delivery
Q: What is your delivery range?
A: We deliver throughout central Ohio. A full list of our delivery areas and fees is here .
Q: Can I place an order the same day I want it delivered?
A: Yes, though, as a rule, we request a four hour lead time. To receive a same day delivery, your order must be placed by 4 p.m. Need it earlier? Give us a call at 614.846.3220 and we will do our best to accommodate you.
Q: What is the delivery fee?
A: Our delivery fees vary by zip code. You can view the fees here.
Q: What if I am not there during the delivery time?
A: We will send you an email, either the night before or the morning of delivery, to give a "window" for the time of delivery. For the best possible service and the integrity of your products, we prefer that you make an effort to be home during your delivery. When you sign up for your Hills On The Go Account, you can choose a secondary place, such as a neighbor or location near your home, for us to deliver your groceries. If you are not home, we will call you and communicate that we have delivered your groceries. We are not responsible for the state of your perishable groceries if you are not home when we deliver.
Q: Do I have to be there to receive my groceries?
A: No. See above.
Q: Can I have my groceries delivered to a different address than my own?
A: Yes. During the checkout process you will be asked for your delivery address. Simply change this address to the one you wish to have the delivery. Your selection will be delivered to the location you enter.
Q: Do I have to tip the driver?
A: Leaving tips is entirely up to you. Tips are not expected, but are always appreciated by our employees. If you would like to add a tip to your credit card total, let us know at the time you place the order.
Q: Do you deliver to students?
A:Yes! Anyone can take advantage of our service. If you have any questions, simply fill out this online form and we will get back to you.
Customer Service
Q: What if I am missing an item?
A: Please contact us immediately at 614.846.3220 or at onthego@thehillsmarket.com if you feel you are missing an item from your order. We will bring it to you immediately, no questions asked. We try to double check all orders as they are packed, but we are not above making an error. It is extremely important for us to know if we made any mistakes so we can fix them.
Q: How do I contest a charge on my credit card?
A: If you feel there is an incorrect charge on your credit card, please contact us immediately at 614.846.3220 or at onthego@thehillsmarket.com . We will work with you to identify the charge and settle any issues quickly
Q: There is a problem with my groceries, what should I do?
A: We handle all customer complaints seriously. Please contact us at 614.846.3220 or at onthego@thehillsmarket.com immediately if you have any concerns about your groceries. We request that you contact us within 24 hours after your delivery if you have any concerns about your order. You are the cornerstone of our business and we want to deliver the highest quality of groceries so we always want to know if you are ever unhappy with your order.
Ordering
Q: I want an item that is not on your site, what do I do?
A: If you are looking for an item, but don’t see it in our store, click here, and we will do our best to add it to our online store. If you are looking for a product that you think we may already carry within The Hills Market, give us a call at 614.846.3220 or leave your request in the comments section when you place your order; we will do our best to include it.
Q: What types of payment do you accept?
A: We accept American Express, Discover, Master Card, Visa, and withdrawals from your Shopping Funds. You can determine which method you wish to use during the checkout process. Click here for a more detailed explanation of our Shopping Funds.
Q: My credit card got denied. I double checked the number and expiration date and I know for sure there is enough credit on my card. What’s going on?
A: If you entered in the number and the expiration date correctly, your card may have been denied because the billing address you supplied us with does not match the address on file with your credit card company. Some credit card companies will not authorize the transaction unless we have the correct address ; it's for your own security.
Q: Can I change my order after it has been placed?
A:If you wish to change an order, please contact us at 614.846.3220 or at onthego@thehillsmarket.com with the items you would like to change. Order changes must be given four hours prior to your delivery time and date. Have a last minute request? Give us a call at 614.846.3220 and we will do our best to fulfill it.
Q: How do I cancel an order?
A: Canceling an order can be completed by contacting us at 614.846.3220 or at onthego@thehillsmarket.com and stating your name, order number, and request for cancellation. Orders must be cancelled four hours prior to your delivery time and date.
Membership
Q: What do I need to become a member?
A: You will have to submit your name, email address, contact and delivery information. Your information will not be traded or sold and your credit card will not be charged unless you request it. See below for more information.
Q: How do I cancel my membership?
A: Contact us if you would like to cancel your membership.
Q: How do I change my profile?
A: Changing your profile requires you to be signed in. Once signed in, simply click the "My Account" tab on top of our website to access and edit your profile.
Q: How can I retrieve my username and/or password?
A: Click here to retrieve your username and password.
Grocery Questions
Q: Do you have a minimum order amount?
A: No, we do not have a minimum order amount.
Q: How do you select your groceries?
A: The Hills Market has our team of Professional Foodies and Customer Specialists shopping for you. Our shoppers slowly and carefully choose only the best fruit, vegetables, and other perishables for you. Our employees understand the only way to keep customers coming back is providing them with the best groceries possible. We spend extra time ensuring your perishables are of extremely high quality.
Q: How do I know my groceries are fresh?
A: The Hills Market stands behind and guarantees the freshness of your groceries. We spend an extensive period of time picking only the finest and freshest groceries for you. Our Professional Foodies and Customer Specialists will choose fresh fruits and vegetables as they would for themselves. If they are not satisfied with the selection they may substitute a similar product and note the change on your order. If you are not satisfied with the substitution, contact us and we will credit your account.
Q: Where do your groceries come from?
A: All of our groceries come from our store. We feature the highest quality products available and try to have as many Ohio items as possible.
Q: Where does your produce come from?
A: During the Ohio growing season, we do our best to source as much Ohio produce as we possibly can.
Q: What do you do if an item is out of stock?
A: We attempt to get every single item on your list. At times, the items you choose may be out of inventory. If this is the case, we will purchase an equivalent item and adjust the price if necessary. You will have an option to choose whether or not you want substitutions when you place your order. Please indicate your preference.
Q: What is your alcohol/tobacco policy?
A: We do deliver wine, beer and tobacco, however, the buyer must be present with a valid ID to accept the order. Only items that are listed on the beer and wine sections of the website are available for delivery. Please call 614.846.3220 if you have questions about other products. If you would like to order a case of wine please call our Wine Department. Unfortunately we are not licensed to sell kegs of beer.
Q: What is your return policy?
A:  We provide a 100% Satisfaction Guarantee on every item you purchase from HIlls on the Go. If you are not satisfied with your purchase, simply contact us at onthego@thehillsmarket.com for a replacement or store credit. Due to Ohio state laws there can be no returns on purchases of beer or wine.
Security & Privacy
Q: Do you sell or trade my personal information?
A: No we do not. We value your privacy and ensure your information is protected and only used internally to improve your experience. Your information can only be accessed when you sign in or by request.
Q: What is your Privacy Policy?
A: Read our Privacy Policy
Q: How do I know my order is secure?
A: At The Hills Market, we want you to feel safe while shopping with us. That's why we use the Comodo brand to verify our standing. Comodo verifies our address and business standing for your comfort. In addition they encrypt all of your personal information, including name, address and credit card number, as it is submitted to our Webserver. Once received, your personal information is stored in our providers secure data center.
Q: Can I give you feedback/suggestions?
A: We love to hear what you have to say about any facet of our business and encourage you to let us know any thoughts you have, good or bad, about Hills On The Go and the service that we provide. Click here to send us any comments, suggestions, or feedback.
Ricky Anderson
The Hills Market
Online Store Manager


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