What happens if an item I order is not available?
If an item you ordered is unavailable and you’ve opted in to receive substitutions, a similar item will be provided. You’ll be charged the price of any substitute items included in your order.
You will be charged for all substitute items included in your order, based on the price of those items at the time your order is processed.
How are substitutions selected?
If the item you want becomes unavailable, you can choose to:
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Substitute with the best match: An associate will be prompted to select a similar item that is the best match to your original item. This is the default option when your items are not available. You will be charged the price of the substitute item that is selected and included in your order.
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Select a preferred substitution: During checkout, when reviewing your substitution preferences, tap “Edit” next to the item. Choose one of the items shown under “Replace with,” then tap “Select.” You will be charged the price of the item you’ve selected if it is included in your order as a substitution.
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No substitute: If you prefer not to replace an item, choose “Don’t replace.” The item will not be included in your order, it will not be substituted, and you will not be charged for that item on your final bill.
Do I pay for substitutions?
You will be charged the price of each substituted item that is included in your order, based on the price of the item at the time your order is processed. This means:
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If the substitute item is less expensive than your original item, you will pay the lower price.
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If the substitute item is more expensive than your original item, you will pay the higher price.
How will I know if there are substitutions for my order?
If the item you want becomes unavailable and a substitution is made, we will email you to let you know. If you have opted in for SMS and app notifications, we will send a message there as well.
What happens if I’m not satisfied with a substitution?
If you are not completely satisfied with a substituted item, you do not have to accept it
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For Grocery Pickup orders, you can review the substitution made in your order at the point of pickup with one of our associates. If you choose not to accept it, the associate will keep the item, and you will be refunded for that item. If you have already picked up your order, you can submit a refund request online or contact us after you’ve picked up your order
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For Grocery Delivery orders, you can submit a refund request online or contact us after you’ve received your order.
For both pickup and delivery, you can always view substitutions for your order through My Account > Order Details.
What if a substitution can’t be found?
If we cannot find a suitable substitution for you, the unavailable item will simply be removed from your order, and you will not be charged for it.
Will I be charged for items I do not receive?
No. You are only charged for items that are fulfilled as part of your order. If an item is out of stock and no substitution is made, or if you decline a substitution, you will not be charged for that item.
How can I see what I was charged for a substituted item?
You can review the pricing of all items, including substitutions, on your:
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Order confirmation, once your order has been processed and finalized
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Purchase history, accessible through My Account in the app or on the website
Substituted items are typically labeled as “Substitution” or similar on your order details so you can clearly see what changed and what you were charged.