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Frequently Asked Questions

 

What does Greatland Grocery & Supply do?

Greatland Grocery & Supply is a smarter way for rural Alaskans to shop for food and supplies. We’ve built a platform to source the best food available and utilize the most cost effective shipping solutions for the rural Alaska market. We have all the irresistibly fresh foods you could want, plus popular and store brands, all for less than you might be paying now. On top of this, we bring your order right to your post office box or your front door if your order qualifies for ByPass mail.  We do all of this through a simple to use web interface letting you easily find the items you need and getting them to your rural Alaska location through one transaction.

Greatland operates specifically to serve the needs of rural Alaska and to provide more affordable access to a wider array of foods and staples for bush communities. Whether it is bulk goods, personal care products, the freshest produce in Alaska or anything in between, we work to make it easier and more cost effective for rural Alaskans to obtain staple goods and food.

Our operations team has extensive logistics experience managing deliveries with Alaska’s unique challenges along with extensive specific experience getting perishables to Alaska’s remote locations.  Due to our Alaska based operations and knowledge base, we can provide a level of service and understanding of rural Alaska significantly higher than big box retailers or national online retailers.

We are Alaskans serving Alaskans and are privileged for the opportunity to support our rural communities!

I am new to this... How do I shop with Greatland?

Greatland Grocery & Supply makes it easy to shop and order your groceries online. Take a look at the videos above for an overview of how to shop our site or you can always contact us if you have specific questions.

What items do you sell?

We offer a large variety of products that can be found at big box stores both in bluk and in small quantity.  We offer thousands of different items including high-quality fresh food from the best sources in Alaska.

Browse our grocery aisles and see what we have including fresh fruit, vegetables, meat, and seafood, fine cheeses and deli items, dairy, as well as bakery breads and pastries. We also offer a full selection of the most popular frozen foods and packaged brands of beverages, household items, canned goods and cereal, along with thousands of different home and office staple products so you can do all of your shopping in one stop.  If you need it, we likely have it ready to ship to any location in Alaska!  If we don’t, let us know what we could offer to better meet your needs and we’ll work to add it to our offerings.

Do you have a minimum order requirement?

No, we do not have a minimum order requirement, but orders less than $100 are assessed a service charge which you will see on the checkout page if your oder falls below this amount.  All orders ship free via USPS Priority mail.

I could not find the product I need. Can you order it for me?

We do not complete special orders for items not listed in our store, however, if you have a product suggestion, please let us know.  We will work to incorporate it into our shop.

Can you ship an order I have independently placed with an Anchorage retailer?

Yes!  We specialize in rural Alaska logistics involving perishables, however, we can assist you with any logistic request you may have for rural Alaska shipment.  See our expediting services section for more information on available services and rates.

Do you offer certified organic foods?

Yes!  We offer a large number of USDA certified organic and are adding more all the time.  To browse for organic products, select the “Organic” filter within the main shop.

How do you manage substitutions?

On occasion, substitutions may be made for ordered items if they happen to be unavailable or out of stock at the time of purchase.  In this occurrence, we may make minor substitutions as close to your original oder to ensure that you always have the items that you need.  If a substitution is necessary, we first try to fill with the next sized up item.

If a larger quantity item is not available, we then attempt to substitute with different brand.  This is generally a rare occurrence, but we reserve the right to substitute as necessary.  If a larger sized product is substituted for what was ordered, the customer will receive this item for the same price charged for the smaller item.

In the event that a reasonable substitution cannot be made or if we can not identify one that meets our quality standards, a refund for the particular item is issued and the remainder of purchased items will ship with your order.

What methods of payment do you accept?

We accept all major credit cards, direct bank deposits, and purchase orders for business accounts.  Customers can also pay by check by mailing us a copy of your order (print a copy of your shopping cart) with payment.

Full payment must be received for orders to ship.  We do not accept C.O.D. as a payment option.

Do you accept SNAP/Quest card payments?

Not at this time, but expect to have this capability shortly.  If you would like to receive notice of this availability, please subscribe to our newsletter.

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Can I set up an account with Greatland?

Yes.  We can establish an account for your company as desired.  We do not offer credit with our accounts, however, accounts can be used to order goods through Purchase Order or to have work crews or other individuals place orders on the company’s behalf.  Please contact us for further information.

Where do you ship?

We ship to any community in Alaska via USPS mail. By default, all goods are shipped USPS Priority Mail, however, orders are shipped via ByPass Mail when they exceed 1,000 lbs. in weight. We also deliver orders to air carriers at Ted Stevens International in Anchorage as requested and can also arrange for personal collection on Anchorage. If your order is shipped via USPS Priority it will be delivered to your local Post Office, however, if shipped ByPass, it will be delivered directly to your home or business via the air carrier’s local agent.

On a case by case basis we will ship out of state. Contact us prior to ordering if your location is outside of Alaska and if we are not able to help you directly through Greatland Grocery, we will be glad to help identify other options you could consider.

How long will it take to process and ship my order?

Orders are processed and shipped on a first come, first serve basis though we strive to ship all orders within 72 hours (three business days). Shipping times vary depending on method shipped and the remoteness of your location.

See our shipping information page for further information on available options.

What shipping options do you offer?

By default, all orders are shipped USPS Priority mail including perishable and frozen items.  We believe that this is a reasonable shipping method for our Alaska customers, however, Greatland will not be liable for deterioration in quality, suitability, or general safety of any perishable item shipped through USPS or third party carrier.  We guarantee that all items will be in excellent condition when released from our control to shippers.

Due to the potential of weather delays or other extenuating circumstances in rural Alaska locations, we cannot guarantee that items will be delivered in the established delivery time frames communicated by carriers.  Customers bear full risk for this potential, however, we prepare items as best as possible for these unique challenges.  It is the customer’s responsibility to consider the potential for delayed delivery, local operational schedules of their Post Office, and other unique considerations at their specific location.

While we believe that USPS Priority mail service is reasonable for most rural Alaska locations, you may consider making a larger purchase (over 1,000 lbs) to utilize ByPass Mail delivery if freshness is a significant concern.  While there are always exceptions, ByPass mail offers more cost effective pricing and faster delivery with some ability to store goods in climate controlled areas during transport.

Customers may also have their orders delivered via common carrier (Air Freight) for the fastest possible delivery and an even higher potential of climate controlled transportation while goods await departure in Anchorage and/or transferred between carriers at hub communities.  Customers can select this shipping method during check-out.

See our shipping information page for further details.

Can you split my order to ship perishable and non-perishable items through different options?

Yes.  During the check-out process, customers have the ability to select different shipping options for:

  1. Non-Perishable Items: Items which do not need to be kept cool.
  2. Chill Items: Items which should be shipped cool and kept at cool temperature (typically below 45 degrees).  These items are primary produce and dairy items, but would include any item you may typically find in a cooler at the grocery store.
  3. Frozen Items: Items which need to be kept frozen. These items would include any item you would typically find in a freezer at the grocery store.  Additionally, all meats and seafood are shipped frozen.  On occasion, certain items such as breads and butters are also shipped frozen to help protect items and help keep other items cool.

On the checkout page, you will see total order weights for all of your items (non-perishable, chilled, and frozen).  If the total order weight for all items is greater than 1,000 lbs., we recommend shipping your order USPS ByPass mail.  This offers the best value in terms of cost and delivery speed.  Nonetheless, customers can select different shipping options for each of the three categories within each order as desired.  These options are:

  1. USPS Priority:  Shipping for USPS Priority is free for all orders.  Normal delivery times can range from 3-7 days. Chilled and frozen items are packed in insulated containers with ice pack.
  2. USPS ByPass Mail: If your order is greater than 1,000 lbs., this option will become available in the checkout screen and your order will be discounted if this option is selected.
  3. Air Freight. Customers can have their orders (or any class of items) delivered by air freight as desired.

While all care is taken to properly package and prepare perishable items for transport, the customer assumes all liability for shipping delays or other extenuating circumstances which could result in damage or spoilage of these items during shipment.  We guarantee that all purchased goods will be delivered to the shipper in excellent condition, but Greatland maintains no liability for product damage or spoilage that may occur as a result of shipping delays or the handling of packaging by shippers.

See our shipping information page for further information.

How do you keep perishable items fresh?

We start by purchasing the freshest produce, fruits, meats, and seafood possible and only if they appear to be in good condition.  Order pickers utilized for this process are specifically trained to identify and select items that best meet this requirement.

Second, we select items with the the longest “Sell By” dates.  Meats in particular have a short “Sell By” duration of five days and, in some instances, you may receive meats after this date has expired.  Rest assured that all meats (and all other goods) are purchased before this expiration date.

Third, we freeze certain perishable items to provide greater protection from spoilage during transport.  All meats are shipped frozen.  On occasion, we also ship butters and breads frozen along with other items which can safely go through freeze/thaw cycles as well.

Finally, perishable items shipped by USPS are shipped in insulated packaging with ice packs to help preserve freshness during transportation to your location.

While all care is taken to properly package and prepare perishable items for transport, the customer assumes all liability for shipping delays or other extenuating circumstances which could result in damage or spoilage of these items during shipment.  We guarantee that all purchased goods will be delivered to the shipper in excellent condition, but Greatland maintains no liability for product damage or spoilage that may occur as a result of shipping delays or the handling of packaging by shippers.

See our shipping information page for further details.

The order I received was incorrect... What do I do?

You can buy your groceries online with “peace of mind” with Greatland. If we have shipped you an incorrect grocery item please let us know and we will correct the problem to your satisfaction in this unlikely situation.

We will make it right by either shipping the correct item or issuing a refund if it is not available.

We cannot issue refunds on any opened or perishable items, so please do not open packaging if you believe any received items are incorrect.

What is your return policy?

We strive to exceed your expectations with our goods and service. If you are unsatisfied with your purchase, you can return any non-perishable items for up to fourteen (14) days from the date your purchase is delivered to you.

All returns must be in their original, unopened box or packaging and customers are responsible for return postage to ship the item back to Greatland.  Once your item is received at our location, we will issue a refund within seven (7) business days.

In lieu of accepting a physical return of items, Greatland reserves the right to issue a refund for goods at its sole discretion.

Please contact us if you need to return an item.