How Envoy Works

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Easily setup each visit and manage the shopping and in-home task lists for your Envoy using our website or on your tablet or smartphone.
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Your Envoy will handle the shopping, errands, and in-home tasks within the scheduled 2-hour window, with real-time communication and updates throughout.
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You'll receive notifications, receipts, and photos documenting exactly how the visit went. We'll send you an email reminder when your next visit is coming up!

100% Stress-Free, Guaranteed

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We understand how important trusted, high-quality Family Concierge assistance is to you and your family members. With our 100% Stress-Free Guarantee you can try Envoy completely risk-free, and if you are unsatisfied for any reason at all, simply cancel any time before your second visit and receive a full refund of your membership and service fees.

You Might Be Wondering...

Is Envoy a good value?
Envoy is a great value, especially considering the alternatives. Envoy is committed to helping Seniors realize the freedom and cost savings associated with staying independent in their homes. Many clients are saving hundreds or thousands per month by using Envoy to help defer the need for traditional home care, private-duty care, or assisted living.
Why is there a 10% service fee on purchases my Envoy makes for me?
Envoy assesses a 10% service fee on groceries and other purchases your Envoy makes for you. This nominal fee defrays the cost of offering convenient & safe credit card payment, receipt processing, return protection, and personalized service related to your purchases. However, Envoy can actually save you money on your expenses because you pay actual in-store prices — which are often 30-50% less than the online delivered prices for comparable products from online grocery stores — with no hidden markups. We even give you the original store receipt. Many Envoy clients are saving hundreds every month as a result, even with Envoy service fees considered. And of course you are able to have your Envoy bring items from the vast majority of local stores that do not offer delivery.
Will I have the same Envoy every time?
Yes, we make every attempt to have the same Envoy serve you each and every visit. That way your Envoy can build a closer relationship with you over time as the trusted, dedicated independent living assistant for you or your loved one. In the event that your regular Envoy is unable to serve you, our systems ensure that any of our intensively screened, background-checked Envoys will be able to step in and provide a high level of service. The availability of backup service providers is a major advantage of Envoy over working with individual caregivers.
What are the limitations on an Envoy visit?
Envoy visits are designed to be completed within your scheduled two-hour window. Therefore, your Envoy will be able to handle a combination of shopping at local stores, out & about errands, and basic in-home tasks for you during that time. Our system will help ensure the sizing of your visit stays within the intended window. For in-home tasks, our Envoys are able to handle basic things - like restocking the fridge, changing light bulbs, or taking out the garbage - that make independent living easier, but are NOT able to help with anything medical-related, requests typically requiring skilled/trade labor, heavy housework, or anything that requires physical contact with the client. If need more time or more frequent visits from your Envoy, we may be able to assist. Please contact us at help@helloenvoy.com.

Using Envoy

Where will my Envoy shop and run errands?
Currently your Envoy can shop for you at stores and run errands for you within a 10 mile radius of your specified address. Our most popular stores include Trader Joe's, Whole Foods, and Costco, but you are able to request for your Envoy to shop at any local store. Your Envoy shops locally at actual stores close to you to ensure groceries are fresh when they arrive at your door.
How do I make a shopping or task list?
With your computer, tablet or smartphone, creating a shopping list is easy. You can snap pictures to add products, search or browse from our catalog of thousands of products for the most popular stores like Trader Joe's or Whole Foods, or just type them in. You can also include helpful notes for your Envoy about your preferences. Plus, it's simple to make items recur on a weekly basis and import regular purchases from your previous lists so each time is easier than the last. To make in-home task lists, it's easy to the choose the tasks that you'd like your Envoy to help with using just a few taps or clicks.
How do I tell my Envoy our preferences about picking produce, dietary restrictions, etc.?
We provide multiple ways for you to tell your Envoy about your preferences in order to serve you better. First, when you join Envoy, you'll set up your profile to indicate your overall preferences around organic products, dietary considerations, handling substitutions, and more. In your shopping lists, you're also able to provide specific notes to your Envoy on individual items, if you desire. Finally, you even have the option of having your Envoy text or call you while in the store if there are any questions.
How does my Envoy make sure that I get the exact items what I want?
Envoys take great pride in the quality of their service and taking care of their clients. As expert personal shoppers, they're the best at making sure that you're happy with absolutely every aspect of your experience. Plus, you can use the Envoy site to include notes and specifications about the products you need, allowing your Envoy to learn your preferences even better over time.
What if the store doesn't have the item I request?
Your Envoy will make every attempt to obtain your items, but sometimes they will be unavailable at the store. In that event, your Envoy can either skip or get the closest alternative, based on your specified preference. As your Envoy gets to know your preferences, he or she will be able to make better, personal recommendations for substitutions. You also have the option for your Envoy to text or call you while in the store to confirm substitutions.
What if I need to return an item, will I get a refund?
If you receive an incorrect item or an item that is unsatisfactory in any way, we'll gladly issue an immediate refund and arrange for your Envoy to make a return if needed. You need only let your Envoy know or contact us at help@helloenvoy.com.
Can I tip my Envoy?
Tipping your Envoy is not required or expected, however many clients choose to recognize outstanding service with a gratuity. For your convenience, when you set up your Envoy profile, you have the option of using your credit card for any gratuity.

Scheduling

How does scheduling visits work?
When you become an Envoy member, you select a two-hour window for your Envoy to visit you or your loved one. If you are a Weekly or Biweekly member, your Envoy will arrive during this time (e.g. on Mondays at 6-8pm) every visit. Then you use your computer, tablet or smartphone to manage your shopping and task lists each week, which makes communicating with your Envoy easy.
What happens if I go on vacation or otherwise need to reschedule a visit?
We understand that some weeks you won't need your Envoy to visit, like when you go out of town on vacation. If you need to skip an Envoy visit, you can let us know 48 hours in advance via a convenient form on our website. If you are are on a Weekly or Biweekly plan, you will be credited an Envoy visit that you can either reschedule for another time or even give to a friend, neighbor, or family member as a gift. For vacations, we recommend rescheduling your visit for right after you return, so your kitchen will be fully-stocked as soon as you're back.
Do I have to be home when my Envoy visits?
If your Envoy will be assisting you with in-home tasks, you will need to be at home for your visit. If you have elected for your visit to be shopping or errands only, it is still highly recommended that you are home when your Envoy visits to ensure that you receive your items without inconvenience and that any perishable or frozen items are kept fresh. In the event you are not home, you can leave standing instructions to have your Envoy leave your items in a convenient place outside (with an exception for certain items like alcohol). Other caregivers, family members, or other service providers may also receive your delivery on your behalf.

Safety and Security

How is my Envoy screened and background-checked?
At Envoy, safety is our priority. Every Envoy undergoes an extensive screening and background check. Please visit our dedicated Safety and Security page for complete information on our procedures.
Is Envoy insured?
Absolutely. Our service is fully protected by a $1M liability insurance policy through Lloyd's of London.
Is my personal information safe and secure?
You never need to worry about your personal information with Envoy. We take every precaution to safeguard your personal information. Our system protects you at every step with the most rigorous standards of internet security, including encrypting all website and mobile transactions with SSL. Your account password is also encrypted. Credit card payments are handled through Stripe, our secure, PCI-compliant payments provider; your credit card information is never stored on our servers. We will never sell your personal information.

Billing

How am I charged for the Envoy service?
When you first sign up for Envoy and set up your visit, you will be charged the first month's subscription amount. If you are not satisfied for any reason before your second Envoy visit, simply cancel and receive a full refund of any membership and service fees. Your subscription will renew on a monthly basis and your card on file will be conveniently charged automatically.
How do I pay for groceries and other items that my Envoy purchases for me?
When you sign up for Envoy, you will securely enter your credit or debit card information. Upon making your shopping lists, for the protection of both you and your Envoy, our system may pre-authorize your credit card for the estimated purchase amount (this works similar to a hotel or restaurant pre-authorization). Once your Envoy delivers your purchased items and the receipt amount has been confirmed, the credit card you have on file will automatically be charged for the price of your purchases along with any related purchase fees. Your Envoy will take a photo of the store receipts, and you keep the originals.
What if I want to cancel my Envoy membership?
We will gladly assist you with your cancellation. Even after our 100% Stress-Free Guarantee period for new clients, you may discontinue your Envoy membership at any time and receive a prorated refund for unused service.
I have a question that's not on this list, where do I go to find the answer?
We're here to answer any questions that you might have about Envoy! Please contact us at help@helloenvoy.com.
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