Online Shopping FAQs

These FAQs apply to grocery delivery and pickup services provided only by the Albertsons Companies family of grocery store banners. These FAQs are for informational purposes only. They do not form a contract between you and the company. Please view our Terms of Use for specific terms related to your online purchase order.

Enjoy the convenience of online grocery shopping!

 

Here are Frequently Asked Questions about our services:

Do you offer delivery or pickup in my area?

We offer delivery or pickup services in many major U.S. cities and suburbs. To find out if we serve your area, enter your ZIP Code online.

Who delivers my groceries?

In most areas we engage third-party delivery service providers to transport your order. In some areas our associates may also deliver your groceries.

Can I have groceries delivered to multiple addresses?

No, individual orders cannot be delivered to multiple addresses. However, you may add multiple delivery addresses within your account.

Can I include notes to the Personal Shopper?

Yes, you can include notes to your Personal Shopper about your item preferences, for example, “Please pick green bananas."

What fees apply?

We charge a delivery fee (if applicable) for orders scheduled for delivery. We may also charge a service fee for delivery and pickup orders under $30. Discounts on the delivery fee may, from time to time, be available by selecting certain delivery windows, adding an applicable Promo Code at checkout, or by enrolling in our subscription-based FreshPass™ program. If you elect to shop on a third-party service provider’s website/app (such as Rush Delivery by Instacart), then the fees for your order will be established and charged by that company.  

How do I get free or discounted delivery on my order?

If you’re a new customer for online grocery orders, you will be able to receive free delivery on your first online order. Simply meet the $30 minimum order requirement and enter the Promo Code FREE at checkout. You may, from time to time, qualify for additional free delivery offers. While shopping online, click on "Deals" to view offers that may be available. Discounted delivery options may also be available when you reserve a time or during checkout. If you elect to be transferred to a third-party service provider’s website (such as Rush Delivery by Instacart), then the fees, charges, and any discounts applicable to your order will be established by that company.

Another great way to save on deliveries is to sign up for one of our subscription-based FreshPass™ program plans. Simply choose from a $12.99 monthly plan or a $99 annual plan (plus applicable taxes) to access unlimited deliveries for one low fee. Start with a free trial for the first 30 days! To learn more, visit our FreshPass FAQ and Terms & Conditions.

Is anything else included in FreshPass besides unlimited delivery?

Yes! In addition to unlimited delivery, our subscription-based FreshPass™ program benefits include:

  • $5 credit every month (for annual paid subsribers only until December 31, 2021)
  • Rewards that never expire
  • 5% off of O Organics® and Open Nature® products
  • Monthly exclusive Starbucks® perks
  • VIP phone service for subscribers
  • And more!

Start with a no-risk 30-day FREE Trial, then simply choose a $12.99 monthly plan or a $99 yearly plan to subscribe. (Note, this offer does not apply to Rush Delivery by Instacart.)

To learn more about our FreshPass program benefits and a FREE Trial offer, visit our FreshPass FAQ and Terms & Conditions

Is there a minimum order amount?

Unless otherwise noted, a $30 minimum purchase amount (excluding applicable taxes, delivery/service/bag fees, and bottle/can deposits) is required to process your order. In addition, certain discount offers may require a different minimum order amount to receive the discount. If you elect to be transferred to a third-party service provider’s website (such as Rush Delivery by Instacart), then the minimum order amount will be established by that company.

What types of payment do you accept?

We accept Visa, MasterCard, Discover, and American Express credit cards, and most bank-issued debit cards. We also accept SNAP EBT/EBT Cash payment cards for in-store purchases and, at select locations, for online orders scheduled for pickup (Visit our SNAP FAQ to learn more). Cash, our gift cards, [Banner] Pay, personal checks, and other charge accounts are currently not accepted for online orders. Residents of Arizona with disabilities who use Electronic Benefit Transfer and need to use the Online Grocery Ordering Service because of their disability may contact Customer Service at (877) 505-4040 for assistance. If you elect to be transferred to a third-party service provider’s website (such as Rush Delivery by Instacart), then the types of payment options and related terms will be established by that company.

When will I be charged?

When you place an online order, the Estimated Total is pre-authorized on your debit or credit card and held by your financial institution. A temporary authorization hold is not an actual charge, but will reduce the amount available to spend from your account. The actual order amount will be finalized on the day of delivery or pickup. Your bank may take up to 5 business days after the delivery or pickup 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.

Can I find all the items online that I buy in the store?

Although you may find nearly the same selection of items online that you would in your local store, certain items such as greeting cards, magazines, stamps, etc., are not available for delivery or pickup. In addition, other items available for purchase in our stores may not be available for online purchase for a variety of reasons.

What happens if an item is out of stock or missing from my order?

Occasionally, we may run out of certain items. Within your cart, under “Item Preferences,” you have the option to decide if you want any substitutions. And, with certain product exceptions, you have the option to request a full refund for a substituted item within 48 hours of delivery or pickup of your order. Simply notify your driver or Store Associate at the time of delivery or pickup, or contact Customer Service at (877) 505-4040 for assistance. If you were charged for any items that are missing from your order, contact Customer Service within 48 hours from the time of delivery or pickup of your order. Note that certain items, including baby formula, alcoholic beverages, and tobacco products cannot be returned or refunded once you have accepted delivery or picked up your order. If you elect to use a third-party delivery service (such as Rush Delivery by Instacart), your order will be subject to the substitution and refund policies established by that company.

Are loyalty card discounts or sale prices available for online grocery orders?

Most are. To maximize savings, register with your existing loyalty card or phone number you use in store (if applicable) when setting up your online grocery account. Loyalty card discounts, savings, and/or sale prices may differ online and in store. If you need further assistance please call (877) 505-4040.

 Will Tom Thumb for U® offers apply to online grocery orders?

Yes. Your current Tom Thumb for U™ offers will apply when you shop online, provided the account you used to register for your online grocery account is the same as or linked to your Tom Thumb for U™ account that you use for in-store purchases. Tom Thumb for U™ savings will be reflected on your final receipt at the time of delivery or pickup. If you don't see your Tom Thumb for U™ savings reflected on your final receipt or if you have any questions, please contact Customer Service at (877) 505-4040. Please note that product availability/selection/varieties, prices, promotions, offers, discounts and savings vary by store. If you elect to shop on a third-party service provider’s website or app (such as Rush Delivery by Instacart), then Tom Thumb for U™ savings will not be available.

What is "Past Purchases"?

"Past Purchases" is the fastest way to shop for items included in your previous purchases. You can also shop from your last online order. Fill your cart in minutes, no need to create a separate shopping list. If you’re experiencing any difficulties with your online or in-store past purchase history, please contact Customer Service at (877) 505-4040.

Why does my order confirmation at checkout say that prices are estimates only?

The Estimated Total amount displayed at checkout is only an estimate based on the items you selected, the prices in effect at the time of ordering, and the estimated cost of items sold by weight. The total cannot be finalized at the time of online checkout for various reasons, such as the need to weigh certain items (such as produce), the possibility of substitutions and out-of-stock items, and the need to calculate final taxes, deposits, and any other charges and fees. Regardless of the date of scheduled delivery/pickup you will pay the prices, fees, and other charges, and receive the promotions, offers, discounts, and savings applicable to your order at the time of online checkout.

When can I schedule my groceries for delivery or pickup?

Delivery and pickup services are generally available 7 days a week between 8 AM – 9 PM your local time, in most locations. We also have same day delivery and pickup most days, subject to availability and location.

How does Rush Delivery powered by Instacart work?

In select areas, Instacart may independently provide Rush Delivery service as a third-party service provider. Enter your ZIP Code online to find out if service from Instacart is available in your location. Rush Delivery requires that you create an Instacart account, and is subject to Instacart’s prices, fees, charges, hours, minimum order requirements, and other terms and conditions. Visit Instacart's Terms and Conditions for more information.

Can I change my order from pickup to delivery or vice-versa?

You may have both delivery and pickup service options (such as DriveUp & Go™ or Kiosk, Locker, or Counter Pickup) available to you, depending upon your location. We recommend selecting delivery or pickup prior to adding items to your cart. If you change how you would like to get your groceries, then item availability/selection/varieties, prices, promotions, offers, discounts, savings, and fees/charges may change as well.

Can I make changes to my online order?

Yes, within a certain time frame after placing your order. Sign in and click "Orders" in the drop-down next to your name at the top of the page to edit or cancel your order. Items in your order and updating your delivery or pickup date and time may only be edited on the same day your order is placed.

Are bags used for delivery or pickup orders?

Most items (depending upon size) will be packaged in either paper or reusable plastic bags depending upon the requirements of your local area. Our reusable plastic bags use a thicker plastic, are in compliance with Ecologo® standards, and meet state and/or local laws for reusable bags. We encourage you to reuse these bags whenever you visit a retail store (restrictions may apply). Bag fees are collected, where applicable.

Do I need to be present at the time of delivery? Who can pick up my order?

If your order contains alcoholic beverages, tobacco, and/or other age-restricted items, someone over the age of 21 must be present to accept and/or sign for delivery or pickup. For pickup orders we reserve the right to request that valid (non-expired, government issued) photo identification and/or the payment method used to place the order be presented to the Store Associate upon arrival for verification purposes.

We are now practicing contact-free social distancing for delivery and pickup. If there are no age-restricted items in your order, the delivery driver will leave your order at your doorstep. We are not responsible for the items in your order once we leave bags on your doorstep, including without limitation, any theft, spoilage, or damage. To maintain the integrity of your items, we recommend you refrigerate or freeze perishable items immediately upon delivery.

Can I reserve a delivery/pickup day and time before I start shopping online?

Yes, click "Reserve Time" near the top of the page. Please note: It's a good idea to reserve your preferred day and time after you sign in and before you start shopping. The reservation will be held for up to 90 minutes prior to placing your online order, depending on your selected delivery/pickup day and time.

What if I’m not able to pick up my order when scheduled?

Plan to pick up your order before 8 PM on the same day your order is ready for pickup. Any pickup orders not claimed by then will be cancelled, restocked, and we will issue a credit to the original form of payment. Please contact Customer Service at (877) 505-4040 with any questions.

Do delivery drivers accept tips?

In certain locations, you may be able to tip your driver during checkout. Tips will be refunded if the entire order is cancelled or returned, but not for partial cancellations or returns.

What is your 100% Item Satisfaction Guarantee?

If you are not satisfied, for any reason, with any item except those noted below, that you purchase through the Online Grocery Ordering Service, you can return it for a full refund or credit on account. Notify the driver upon delivery of your order (or the Store Associate upon pick up of your order), or contact Customer Service at (877) 505-4040  between 5:00 AM and 10:00 PM Pacific Time within seven days after your delivery or pick up. Note that certain items, including baby formula, alcoholic beverages, and tobacco products cannot be returned or refunded once you have accepted delivery or picked up your order. For any qualifying refund, we will issue a credit to the payment method used to purchase the item or, if you choose, you may receive a credit on account that can be applied to your next online order. Please note that this satisfaction guarantee does not cover damage caused by improper use, storage, or accidents after delivery or pick up, or any ordinary wear and tear on durable goods. You may have certain rights under manufacturers’ warranties (if applicable).

What is your 100% Delivery or Pickup Service Satisfaction Guarantee?

If you are not satisfied with our delivery or pickup service for a particular order, please contact Customer Service at (877) 505-4040, between 5:00 AM and 10:00 PM Pacific Time, within seven days after delivery or pick up.

Can I place a delivery order for someone else?

Yes, simply add a new address to your account and start shopping!

Do you deliver to businesses?

Yes. Many businesses use this service to stock their break rooms with paper products, beverages, fruit, energy bars, and other snacks. Business customers also order party trays for working lunches and company events.

 

Is my personal information kept confidential?

Your personal information is treated in accordance with our Privacy Policy.

What services do you provide for Lake Powell visitors?

We offer seasonal delivery to houseboats on Lake Powell from our Page, Arizona store. Online orders must be placed 3 days prior to your arrival date to Lake Powell, and the delivery fee is higher than the standard delivery fee for online orders. Free delivery offers and promo codes are not valid for Lake Powell houseboat deliveries. Visit our Lake Powell page for details.

 

 How do I contact Customer Support?

Call us 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 an online Help Request Form if that’s more convenient.

Online Shopping FAQ