Online Shopping FAQs

These FAQs apply to grocery delivery 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.

  • Delivery to your home or business
  • Drive Up & Go order pickup at select store locations
  • Rush Delivery powered by Instacart 

Here are Frequently Asked Questions about our services:

The website and mobile app have a new look. What’s new?

You’ll find a fresh look and enjoy an easier shopping experience, including:

  • Larger product images
  • Enhanced Search function with auto-complete
  • Shop By History is now “My Purchases”
  • Find all the familiar and new online savings in “Deals”
  • Save money with hundreds of just for U® clippable coupons
  • Additional online ordering and fulfillment options

 

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 many cases, our employees deliver your groceries to the address you have provided, or to your car for Drive Up & Go orders. To provide the most customers with the most delivery options, you may be given an option to be transferred to a third party’s website to place your order with that third party, who will then deliver your groceries. In addition, in some locations we may engage a third party to deliver an order placed with us.

What fees apply?

We charge a delivery fee on delivery orders, which helps us operate our fleet of trucks that transport your order from our facility to your delivery address. We do not charge a pickup fee on Drive Up & Go orders. We charge a separate service fee on delivery and pickup orders, which helps us operate our in-store processes for picking and preparing online orders, as well as operate our online processes and platforms. These fees are not a tip to the delivery person. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then the fees will be established by that company and not us.

The regular home delivery fee for delivery by Albertsons Companies grocery banners in most areas is $9.95 but may be reduced if your purchase amount is $150 or more (excluding taxes, delivery fee, service fee, bottle/can deposits and bag fees where applicable). Business delivery fees are described below.

The regular service fee ranges between $3.95 and $4.95, depending on location.

 

How do I get FREE or Discounted delivery?

If you are a new online customer, you will 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 qualify for additional FREE delivery offers. Click on "Deals" to view offers. Discounted delivery options are also available every day (windows noted with "Save $") when you reserve a time or during checkout. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then the fees and any discounts applicable to your order will be established by Instacart.

Is there a minimum order amount?

Yes. The subtotal of all items at checkout must be at least $30 (excluding taxes, service or delivery fees, bottle/can deposits and bag fees, where applicable, and in certain jurisdictions alcoholic beverages, tobacco and fluid dairy), to process and deliver or pick up your order. Our minimum order amount is subject to change. In addition, certain offers may require a different minimum purchase amount to receive a discount. In those cases, the subtotal of all items, minus certain ineligible items such as alcoholic beverages, tobacco and fluid dairy must equal the stated minimum amount in order for you to receive the discount. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then the minimum order amount will be established by that company.

How do I pay for my order?

We accept Visa, MasterCard, Discover and American Express credit cards, and debit cards that have a Visa or MasterCard logo. Cash, Pavilions gift cards, Fast Forward, 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 call our Customer Support line toll-free at (877) 505-4040 for assistance. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then the methods of payment will be established by that company.

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

Although you may find nearly the same selection you might find in your local Albertsons Companies grocery banner store, some items like hot prepared foods don't transport well. Additionally, products such as greeting cards, magazines, books, DVDs and stamps are currently excluded from our online selection. Other products may be unavailable at times. To provide the most customers with the most delivery options, another Albertsons Companies store banner may partner with your local store to provide delivery services. For example, Pavilions provides delivery for Vons in some areas. In that case, the partnering banner’s product availability, pricing and promotions will apply to your order.

 What happens if a product is out of stock or missing from my order?

Occasionally, we may run out of a product. At checkout, we ask if you would like us to attempt to substitute a similar product. You always have the option of returning a substituted product for a full refund. If you are dissatisfied with a product upon delivery or pickup, notify your driver or the Drive Up & Go attendant, and he/she will return it and your credit card will receive a refund for the price charged for that product. Or, contact Customer Support within 48 hours at 1-877-505-4040 to help resolve the issue. If a product is missing from your order, you have 48 hours from the time of delivery or pickup to notify Customer Support for a full refund. Note that certain items, including alcoholic beverages, baby formula and tobacco products cannot be returned or refunded once you have accepted delivery or picked up your order. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then the substitution policy will be established by that company.

Can I get loyalty card or account price savings online?

Yes. To maximize savings, register with your loyalty card or account. If you don't enter one when you register, we'll automatically generate a new loyalty number for you or call (877) 505-4040 so we can help. Loyalty card savings may differ online and in store.

 Will just for U® offers apply online?

Yes. Your current just for U® offers will apply when you shop online, provided the account you used to register for delivery or pickup is the same as or linked to your in-store just for U® account. The savings will be reflected on your final receipt at the time of delivery or pickup. If you don't see your just for U® savings reflected on your final receipt, or if you have any questions about this process, please contact Customer Support at 1-877-505-4040. Please note that product inventory, prices and promotions vary by store. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then just for U® savings will not be available.

What is "My Purchases"?

"My Purchases" is the FASTEST way to shop, and it's like having your own personal store. Products you've purchased with your registered loyalty card or account, both in-store and online, are saved in "My Purchases". You can fill your cart in minutes. No need to create a separate shopping list. To load your in-store purchases into your My Purchases, all you have to do is enter your existing loyalty card number during registration. TIP: If you didn't enter your loyalty card number when you registered, you can add your in-store purchases to your online history by adding your loyalty card number within "My Account," under “Account Details,” or by calling 1-877-505-4040.

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

The dollar amount displayed at checkout is only an estimate, based on the products you selected and their prices at the time of ordering, and estimated product weights for certain items in your order. The final total cannot be determined until the day and time the order is sourced and processed for a number of reasons including that we need to confirm the availability of all products on that day and may substitute differently priced products depending on your preferences, that product weights and prices, as well as available promotions, may vary between the date you submit the order and the date and time that the order is prepared for delivery/pickup, and that certain charges, such as any applicable taxes, bottle deposits, and bag charges, cannot be determined until the order is prepared for delivery/pickup. In addition, even though we make an effort to describe and display our products and services accurately on our websites, mobile apps, and/or advertising, a product may be mispriced, described inaccurately, or unavailable and we may experience delay in updating information on our websites, mobile apps and/or in our advertising.

When can I get my groceries delivered? Same day?

We deliver 7 days a week between 8 AM and 10 PM local time, in most locations. We have same day delivery most days, subject to availability. All available delivery windows will be displayed when you reserve a time or checkout.

Can I pick up my order at the store?

Yes. Choose Drive Up & Go…just drive up, call and we load the groceries for you! Order pickup is available in select locations in as little as 3 hours of checking out.

How does Rush Delivery powered by Instacart work?

In select areas, Instacart may independently provide Rush Delivery service, where customers can choose Rush delivery to have their groceries delivered in as little as two hours. Rush Delivery powered by Instacart operates between at 9 AM and 10 PM local time and is subject to store holiday hours and availability. Enter your ZIP Code online to find if service from Instacart is available in your location. Rush Delivery requires that you create an Instacart account, and is subject to Instacart’s fees, minimum order requirements and terms and conditions. Special pricing & fees apply. Find additional terms at(link to https://delivery.pavilions.com/terms).

 

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

You may have both Delivery and Drive Up & Go options available to you, depending upon your location. You may change the delivery or pickup selection during the online checkout process. If you change how you would like to get your groceries, product availability, prices, promotions and fees may change as well.

 Can I make other changes to my order?

Yes. Sign in and click "My Orders" in the drop-down next to your name at the top of the page, and follow the easy instructions to change or update your order. You can change your order up until the cutoff time specified for the delivery or pickup window you selected. All times listed are local to your area. Please Note: As applicability of prices, coupons, deals, promotions, discounts, and special offers is determined on delivery or pickup date, changing your delivery or pickup date may affect product availability and your final prices and promotions. Also, it is not currently possible to enter Promo Codes during the Order Edit process. If you qualify for additional Promo Codes, please make a note of the offer(s) and call toll-free at 1-877-505-4040 after you receive or pickup your order, and we'll apply the appropriate credit.

How do you keep my groceries fresh?

Delivery orders are selected the day of your scheduled delivery and loaded onto our delivery trucks. Albertsons Companies grocery banner trucks are equipped with multiple temperature zones, so frozen products stay frozen and produce is crispy fresh when delivered. Pickup orders are kept fresh in our stores until you arrive.

Are bags used for the delivery/pickup of my order?

Most products (depending upon size) will be packaged in either paper or reusable plastic bags depending upon the requirement 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 requirements for reusable bags. We encourage you to reuse these bags whenever you visit a retail store. Bag fees are collected, where applicable.

Do I need to be present at the time of delivery?

Yes. Someone over the age of 18 must be present to accept delivery or pickup orders. If your order contains alcoholic beverages, tobacco, and/or other age-restricted products, someone over the age of 21 must be present to accept and/or sign for delivery or pickup. We reserve the right to request that valid (non-expired, government issued) photo identification and/or the credit card used to place the applicable order be presented to the delivery driver or the store attendant upon arrival to the designated pickup location for verification purposes. Otherwise, the products will be retained by the delivery driver or by the store attendant for pickup orders. You may contact our Customer Support line toll-free at (877) 505-4040 to arrange for re-delivery or to reschedule pick up of any products retained. Please note that we may charge you an additional fee, or we may elect not to fulfill your request and cancel the order for the products retained. We reserve the right to charge a restocking fee for orders that are restocked.

Unattended delivery may also be available in select locations. This option may not be used for any orders containing alcoholic beverages, tobacco, and/or other age-restricted products. If you select this option, the delivery driver will leave the products in your order at your doorstep, in which case unrestricted access to your doorstep is required.

Can I reserve a delivery or pickup time before I start shopping?

You can select a convenient delivery or pickup window at any time while placing your order by clicking "Reserve Time" at the top left of the page and then selecting an available window. TIP: It's wise to reserve your preferred window after you sign in and before you start your order. The window will be held for two hours while you place your online order.

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 Drive Up & Go orders not claimed by then will be restocked and your order will be cancelled.

Do drivers accept tips?

No. Our drivers do not accept tips, but they do appreciate your gratitude.

 What is your 100% Product Satisfaction Guarantee?

If you are not satisfied, for any reason, with any product that you purchase through the Online Grocery Ordering Service, you can return it for a full refund or credit on account so long as you notify the driver upon delivery of your order (or the store attendant upon pickup of your order) or you contact our Customer Support line toll-free at (877) 505-4040 within seven days after the date of your order delivery or pick up. For any such qualifying refund, we will issue a credit to the payment method used to purchase the product or, at your option, you may receive a credit on account that can be applied to your next order. Please note that this satisfaction guarantee does not cover damage caused by improper use, or storage, or accidents after delivery or pick up, or any ordinary wear and tear on durable goods. You may have certain rights under applicable manufacturers’ warranties (if any).

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

If you are not satisfied, for any reason, with our delivery or pickup service for a particular order, we may refund any delivery fee on that order so long as you contact our Customer Support line toll-free at (877) 505-4040, between 8:00 AM and 9:00 PM in your local time zone, within seven days after the date of the delivery or pick up. For any qualifying order, we will issue a credit to the payment method used to pay for the order or, at your option, you may receive a credit on account that will be applied to your next order.

Can I place a delivery order for someone else?

If you want to order groceries for a parent, friend or a student away at college, simply create a new account with that person's delivery address and your payment information, in which case you will be responsible for the applicable charges.

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. The regular business delivery fee in most areas is $14.95. The delivery fee may be reduced if your purchase is $150 or more (excluding taxes, delivery fee, service fee, bottle/can deposits and bag fees where applicable). This fee does not constitute a tip to the delivery person. If you elect to be transferred to a third-party website, such as to choose Rush Delivery by Instacart, then the fees will be established by that company.

The regular service fee ranges between $3.95 and $4.95, depending on location.

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. Orders must be completed 3 days prior to your arrival date, and the delivery fee is higher than the standard home and business delivery fees listed above. A service fee also applies. Free delivery codes are not valid for Lake Powell houseboat deliveries. If you're planning a vacation to Lake Powell and need supplies for your houseboat, visit our Lake Powell page for details.

 

 How do I contact Customer Support?

Call toll-free at (877) 505-4040, 7 days a week from 8:00 AM to 9:00 PM local time. Or you can email us at: deliverysupport@pavilions.com