Shipping Policy

Our Shipping Policy was last updated on 20 January, 2024

  1. Shipping Times:
  • UK (local): 1–3 business days
  • Europe (mainland): 2–3 business days
  • USA & Canada (mainland): 2–4 business days
  • Rest of the world: 2–8 business days

Please note: These are estimates and may vary depending on processing time (1–2 days), remote locations, including but not limited to unforeseen circumstances.

  1. Shipping Costs:

Shipping estimates are calculated at checkout based on your address, weight (actual or volumetric), and order value. Maximum order weight: 50kg. If the item you have ordered is oversized, an extra shipping charge may apply. We'll contact you before processing an oversized order.

  1. Duties, Taxes, and DDU (Delivered Duty Unpaid):

International Orders: You may be responsible for import duties and taxes levied by your country's customs authorities. These charges are not included in shipping costs and are your responsibility to pay upon delivery. We operate on DDU, meaning duties, taxes, and customs fees are not included in the order price and may be charged by customs upon delivery.

  1. Returns and Refunds:

Unused, unaltered, unopened, and undamaged items can be returned within 25 days for a full refund. However, due to increasing shipping costs, particularly for international shipping, you will bear the full cost of return. The returned item should be in its original form. Please note that return procedures and refund amounts may vary depending on the individual store selling the item. Non-returnable items include baby formula, personal care goods, and dangerous goods.

  1. Important Notes:
  • Ensure accurate shipping addresses to avoid delays.
  • Delivery times are estimates and may be affected by unforeseen circumstances.
  • Delivery times exclude processing (1–2 days) and customs delays.
  • International costs depend on order value, weight, and destination.
  • We operate DDU, so you are responsible for applicable duties and taxes.
  • Unused, untampered, undamaged items can be returned within 30 days for a full refund, but you will bear the full cost of return.
  • Some items (e.g., baby formula, personal care products) are non-returnable.
  • Orders cannot be cancelled once accepted and delivery starts.
  • Contact manufacturers directly for product information beyond descriptions provided.
  1. Understanding Customs Processes:

Research import restrictions, duties, and taxes to ensure compliance with your destination country's regulations before placing an order. International orders undergo customs clearance. Customs authorities are independent, and we cannot influence their decisions or control their processes. It's your responsibility as an importer to understand and comply with your destination country's customs regulations. Resources are available online or by contacting your local customs office.

  1. Your Responsibility:
  • Research import restrictions and potential duties/taxes.
  • Track your order: A confirmation email with tracking information will be sent once your order ships. Use this information to track your parcel's progress on the courier's website, and check for customs updates in your tracking information.
  • Be prepared to pay any applicable customs charges or fees.
  • Where applicable, ensure you have obtained necessary licenses for importing restricted goods (such as alcohol, over-the-counter medicines, etc.).
  1. Non-Returnable Items and Order Cancellation:

Our team immediately begins processing your order as soon as we accept it. Once the delivery trip starts, orders cannot be cancelled because we cannot retrieve parcels already in transit. The courier decides when a parcel will be returned, and you will be responsible for the return cost if the courier returns the parcel(not guaranteed). For any questions or concerns, please contact our Customer Service team. Due to hygiene reasons, some items like baby formula, personal care goods, and dangerous goods cannot be returned once delivery starts (unless defective).

  1. Disclaimer:

McGrocer and its partners are not responsible for delays, charges, or restrictions resulting from customs clearance. Failure to comply with local customs regulations may result in delays, seizure of goods, or additional fees.

  1. Product Advice:

As a delivery platform, we have limited product information. We provide descriptions on product pages, but for specifics, please contact the manufacturer directly.

We encourage you to research your local customs regulations before placing an order. If you have any questions, please don't hesitate to contact your local customs office or our Customer Service team via