Online Ordering FAQs
Can I order everything in the market online?
Almost! We add new items every day. Our system is updated daily to make sure it shows what is most likely at our store at the start of the day.
Who does my shopping?
Our Personal Shoppers will be doing your shopping. Our Personal Shoppers have been trained and have years of shopping for themselves and buying at other grocery stores. They will know how to choose the right fruits and vegetables to make sure you get the freshest product. They will then properly store your groceries before pickup or delivery.
Can I provide special instructions to the personal shopper filling my order?
Yes, you can! Notes for your Personal Shopper can be added towards the end of checkout.
Where is my order prepared?
Right in the market you’ve selected for pickup. If you have been to the market in person, there is a high chance that the personal shopper that is picking up your groceries is the same person that has answered your questions.
How do I view a product’s ingredients and nutritional information?
We won’t have all the nutritional facts available just yet, but we are slowly trying to put them up all online. If you have any questions, you can leave a comment or call our store for assistance.
How soon can I get my order?
We just need two hours’ notice before your preferred pickup time. We have a limited number of reservations available each day, so if your preferred time was previously booked by another customer, you can select a different day or time.
How far in advance can I place my order?
Up to seven days!
If an item is out of stock in the market, will it show up on the site?
Possibly. We do our best to update stock availability every day, but sometimes we would, unfortunately, run out. Make sure to ask for substitution and we will do our best to give you the best alternative!
How do I update my account information? (password, email, market,and payment,etc.)
Simply go to the “My Account” section, make your changes, and click “Update” at the bottom of the page to save them!
How do I save an order that I have not completed?
If you’re logged in, the items in your cart will remain there until you check out or remove them. If you’re NOT logged in, though, your cart won’t be guaranteed to saved if you leave our site.
Can I select a specific substitution for items in my cart? Yes! Navigate to the item in your cart and click “specific substitution” from the drop-down menu next to it. Next, browse “Search Substitutions” and “add” your next best choice.
I know you carry something in the market but I can’t find it online! Can I still add it to my order? Not yet! we do our best to ensure that the items we post online can be handled with care before it arrives to you. However, if you wish to request a certain item, we will do our best to add it to the cart.
Can I use my Points Card for my online order? Currently, our points card is not connected with our online store just yet. We are working on this as a future project and will hopefully bring even more savings to our customers!
Can I change the pickup date/time or add items to an order I’ve already placed? You can change the date/time or add items up to two hours before your initially scheduled pickup. For example, if your original pickup time was 3-5pm, you must make changes by 12:59pm. Click the “Edit Existing Order” option in our site’s header, then click “Edit” next to the delivery or pick up date you’d like to change.
How do I cancel or review an order? Navigate to “My Account” and select “My Orders.” To cancel an order, select the ID you would to remove and click “Cancel Order” at the bottom of the page. You can cancel orders up to two hours before your scheduled time for pickup or until midnight the day before scheduled delivery time.
Are there fees?
Yes, we do charge a flat rate fee for pick-up orders.
Do you have weekly specials?
What happens when the price changes the next day?
We will do our best to give the same price as the day that you ordered. If there is a price increase, we will do our best to either give you a substitution or hold off giving you the more expensive item. If we are not sure, we will contact you!
How does pickup work?
Come inside and ask one of our staff members that you’re here for an online pick-up. Place your order and select a day and time. (Minimum $35 order required.)
Can someone else pick up my online order?
Sure. They just need to have your order number.
Do you offer same-day pickup?
Yes, for pick up! Our Personal Shoppers need two-hours’ notice. For example, if you’d like to pick up between 3-4 p.m., your order needs to be placed by 12:59 p.m. We have a limited amount of slots available per day.
What if I don’t show up for my scheduled pickup?
You can change your pickup date or time up to 2 (two) hours beforehand, if there are reservations still available.
Hey, I didn’t get what I ordered! What do I do?
Give us a call at the store you ordered items from and explain your situation. We’ll do everything we can to make it right.
Help! I need customer service. What’s the number and what are the hours?
You can contact us via email, email@example.com or by calling us at our store phone number during operating hours.
Can I get a refund or exchange?
Due to the nature of groceries and with how our online system is built, we will not be able to offer refunds or exchanges at this time. Under special circumstances, we can give credit for future orders. Please talk to our store or email us at firstname.lastname@example.org along with along number and a description of your situation.
Can I use a gift card to make online grocery purchases?
Unfortunately, we do not have the gift card and online payment system connected at this time.
What if the amount charged to my credit card is wrong?
Please email us at email@example.com or give our store a call and we will assist you with any billing questions or concerns. Please remember that the order total shown when placing your order is an estimate, and the total amount due will be charged once your order is fulfilled
I received a notification that payment is due on an order. How do I submit a new payment? To authorize a new payment for an existing order, visit the “My Account” section, then click on “My Orders.” Then select the red “Submit Payment” button on the order that needs a new or additional payment. Don’t forget to click “Update” at the bottom of the page to save your changes!