Tom Thumb® Marketplace FAQs

What is Tom Thumb Marketplace?

Marketplace is here to help you find unique products you'll love and get them shipped to your door. We're partnering with select third-party sellers to give you easy access to great products you can't find in your local Tom Thumb. We're carefully choosing partners who can provide exceptional products and a great customer experience.

How do I know if I am placing an order with a Marketplace third-party seller?

Third-party sellers' products will be marked as “Sold and Shipped” by the seller. Marketplace products can be found in search and browse, or within the Marketplace section of the website or app. If you shop with multiple Marketplace sellers, each one will have its own cart during checkout. You will also have a separate cart for your Tom Thumb DriveUp & Go™ and delivery items.

What’s the difference between Marketplace and Tom Thumb ordering?

Marketplace orders are shipped, while Tom Thumb orders are delivered locally. Both options allow you to shop online and enjoy easy delivery. With Marketplace, orders will ship via carriers like UPS, USPS and FedEx, arriving in as little as three days. Marketplace offers dry and pantry goods you can't find at your local Safeway, as well as Health & Beauty, Pet, Baby, Household and Kitchen items. Over time, Marketplace will continue to add new items and categories for you to discover!

Tom Thumb is also still here for home delivery or Drive Up and Go™ pickup!

Do the Marketplace items appear in the same shopping cart as my Tom Thumb items?

No. Your Marketplace items will appear in a separate cart and require a separate checkout.

Do Marketplace items fall under the Tom Thumb 100% Item Satisfaction Guarantee?

Absolutely! We want you to love your order. If you are unsatisfied with any item you purchase through Marketplace, contact our customer service at (877) 505-4040 between 5:00 AM and 10:00 PM Pacific Time within 30 days of delivery , and we will credit your payment method. Please note that this satisfaction guarantee does not cover damage caused by improper use, storage or accidents after delivery or any ordinary wear and tear on durable goods. You may have certain rights under manufacturers’ warranties (if applicable).

What do I do if there are problems with the order? How do I contact Customer Support?

Call Tom Thumb customer support at (877) 505-4040, 7 days a week from 5:00 AM to 10:00 PM Pacific Time. You can also get answers to your questions through our Tom Thumb virtual assistant on our website or mobile app, or fill out our online Help Request Form if that’s more convenient. Please do not request help with Marketplace orders from your local store. There is no need to reach out to the seller directly, as Tom Thumb will resolve any issues directly with the assistance of the seller.

What is the return/refund policy for Marketplace orders?

The Tom Thumb refund policy applies to all Marketplace orders. If you need to request a refund, please contact Tom Thumb Customer Service for assistance. Specific items, as designated in the purchase flow, may require shipping the product back to the seller as condition of a receiving a refund. A prepaid shipping label will be provided in these cases. Customers have 30 days from receipt of the item to request a refund. We do not accept in-store returns for Marketplace items.

What payments are accepted on Marketplace?

We accept Visa, MasterCard, Discover and American Express credit cards and most bank-issued debit cards. Right now, we don't accept SNAP EBT/EBT Cash, Cash, our gift cards, Tom Thumb Pay, COA, personal checks and other charge accounts.

Does FreshPass® work on Marketplace?

Not at this time.

Will I get Points for purchases made on Marketplace added to my Tom Thumb for U membership? 

No, you cannot.

Can I use my coupons or discounts or offers on Marketplace?

Not at this time, but coming soon.

Can I modify or cancel an existing order?

You can cancel within 30 minutes of order placement. Go to Order History and select the "Cancel Order" button. Unfortunately, after 30 minutes, you cannot make changes to or cancel your order.

How do I track the status of my item bought on Tom Thumb Marketplace?

You can track your shipment via your shipping confirmation email or the Tom Thumb website/app. We will also send you an update once your order is processed. Check your spam and junk folders if you don’t see updates in your inbox.

Can I pick up or return items to my local Tom Thumb store?

No, marketplace items can only be shipped to your door. We do not accept returns at Tom Thumb stores, so please get in touch with Tom Thumb Customer Support if you have a refund request.

What are the delivery options with Marketplace?

Orders will ship via carriers like UPS, USPS and FedEx and generally arrive in 3-7 days.

How do I shop for Marketplace products?

Marketplace products show up in search and browse. You can also navigate to Marketplace from the Tom Thumb homepage or shop within unique seller storefronts in the Marketplace area of the Tom Thumb website and app. It’s easy to search, browse and shop online or in-app.

What kinds of products can I buy through Marketplace?

Right now, Marketplace offers a wide selection of food, health and beauty, pet, baby, household and kitchen products that are not available at your local Tom Thumb store (both unique SKUs and bulk/multipacks of some items sold in stores). While we don’t yet offer fresh products, we’ll continue to add exciting products across new categories over time.

When will I be charged?

When you place an online order, the Estimated Total is pre-authorized on your debit or credit card. A temporary authorization isn't a charge, but it may reduce the amount available to spend from your account. The actual order amount will be finalized on the day your product is shipped. Your bank may take up to 5 business days after the delivery date to release the Estimated Total hold and display your final charge. If an order is canceled, your bank may take up to 5 business days to release the hold.

Why does my order include Sales Tax?

Here's how the sales tax on your order works: we calculate the total sales tax on each item individually and then add it to your order total. The total sales tax amount depends on many factors, including the type of product(s) in your order and the shipping destination. Please note that since factors can change from when you place your order to when your card is charged, the final sales tax amount may be different from the original estimate.

Why was my order canceled?

If an item is out of stock or there is a listing error, we may have to cancel your order. We’ll reach out to you by email if this happens, and you won’t be charged if your order is canceled.

When will I receive my refund?

Look for an email with an update on your refund request in 1-2 days. Your bank may take 5-7 business days to credit the refund to your account.

Will shipping fees be refunded?

No, shipping fees are not refunded.

Is there a minimum order amount?

There is no minimum order size. However, some Sellers have a minimum order size in order to qualify for free shipping.

How long will it take to receive my order?

Orders generally ship within one business day and take around 3-7 days to arrive.

How much is shipping?

Shipping costs will vary depending on the seller, your items and your location.

Will my shipment arrive in one package?

Orders may arrive in one or more packages, depending on the number of items and the number of sellers you purchase from.

Where do Marketplace orders ship?

This Marketplace is currently only available in some areas of the U.S., but we plan to roll it out nationwide over time. So, if we're not in your city yet, please check back soon. We can't wait to serve you!

Do you deliver to businesses?

Yes! We can ship to your home, office or business.

Do you ship to P.O. Boxes and APO/FPO?

Not at this time.

Will Tom Thumb Marketplace pass on my personal information to the seller?

Tom Thumb processes your payment and then sends only basic delivery info (name, address, contact info and order information) to our seller partner, so you can receive the item you purchased.

What is strikethrough pricing?

When you have a sale price with a higher price crossed out, the struck-through price reflects the most recent non-discounted price for that item.