Frequently asked questions

Answers from Big Island Vacation Services about alcohol, arrival stocking, custom items, billing, and cancellations.

Do you deliver alcohol?

Yes. Place and pay for the alcohol order directly with Kona Wine Market, using “Big Island Vacation Services” plus your first and last name. The team can pick it up and deliver it with your groceries.

Will groceries be in the residence when I arrive?

Pre-arrival delivery is a priority. Housekeeping, inspections, traffic, and heavy seasonal order volume can sometimes delay access or delivery. Most orders are completed no later than 5 p.m.

Will the food be put away?

Refrigerated and frozen items are stored appropriately. All other groceries are arranged neatly on the counter.

Can I request products not shown online?

Yes. Choose the custom-item option and provide the product, brand, size, quantity, and other useful details. The team will do its best to accommodate the request.

How will I pay?

A temporary $20 authorization is placed when the order is submitted. The saved card is charged for groceries and applicable fees within 24 hours after delivery, and a receipt is sent by email.

Can I cancel my order?

Orders may be cancelled at least 48 hours before delivery. A $50 cancellation fee applies to orders cancelled within 48 hours of delivery.

Can the team help beyond groceries?

Yes. Concierge support includes private chefs, in-condo spa treatments, airport transportation, baby gear, excursions, recommendations, and custom experiences.

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