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Frequently Asked Questions


Basic Questions | Shopping | Shopping Lists | Pickup & Delivery | SNAP/EBT | Supplier | Membership

Basic Questions

Q: How much is delivery or pickup?
A: Pickup is FREE with a minimum $30 purchase. We also have a "Get it Faster" option for pickup in as little as 2 hours for $9.95. Delivery is $9.95 with a minimum $30 purchase. If you select the "Get it Faster" delivery option the fee is $19.90 and will arrive in as little as 2 hours. You can also get free and discounted delivery options with an annual membership.

Q: What type of payments are accepted?
A: We accept the following credit cards: Visa, Mastercard, American Express and Discover. We also accept Hy-Vee Gift Cards. At this time we can process SNAP/EBT at
select locations. See the SNAP/EBT section for more information

Q: Why does it require me to provide credit card information if I am paying with a Hy-Vee Gift Card?
A: If paying with a Hy-Vee Gift Card, you will be required to provide a valid credit card to cover any amounts beyond the limits of your Hy-Vee Gift Card.  Your Hy-Vee Gift Card will always be charged first.  Should the total of your order increase due to variable weight items, special requests, etc., we will capture up to the estimated total against the gift card and capture the remaining balance from your credit card.

Q: When will my credit card be charged?
A: We pre-authorize or place a hold on your credit card when you checkout online.  The final charge to the card will not happen until your personal shopper has collected your items.  The final charge typically varies from the estimated amount online due to variable weight items, in-store promotions, and substitutions or out-of-stock items.

Q: Do you save my credit card information?
A: It is our top priority to keep credit card information safe. Please read about our commitment to security here: Security Policy.  To make checkout quicker, we can store a "token" of the most recent card you used. To prevent unauthorized access, we will ask you for your password to authorize future use of your credit card and your information is encrypted before it is sent over the Internet. You may also choose to enter your credit card information each time you place an order.

Q: How do I remove a bank authorization hold on a cancelled order?
A: The authorization will be removed from your account according to the policies of your bank. To remove an authorization, contact your bank to clarify how long they hold authorizations for online orders.

Q: Why do I need to create an account?
A: By creating an account, you'll be able to shop online and customize your online shopping experience.

Q: How do I update my account information?
A: On the site menu, click 'My Account ' to access your account settings.

Q: How does Hy-Vee use my account information?
A: Please read about our commitment to privacy here:  Privacy Policy

Q: Can I earn Fuel Saver + Perks® discounts on my purchases?
A: Yes, you will earn Fuel Saver+ Perks® discounts if you have a Fuel Saver + Perks® card linked to your account.

Q: I don't have a Fuel Saver + Perks® card.  How can I get one?
A: Go to the customer service desk at your local Hy-Vee Food Store and request a Fuel Saver + Perks® card.  You will be able to complete registration of your Fuel Saver + Perks® card at Hy-Vee.com.

Q: Why isn't the site working on my iPhone?
A: Please make sure your browser is not in Private browsing mode. This has been known to have adverse effects on your browsing experience.


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Shopping Questions

Q: Are the prices online the same as my store?
A: Please see our Hy-Vee Aisles Online® Terms and Conditions for our pricing policy.

Q: If I add an item to my cart that's an approximate weight (like bananas or ground beef), how will I be charged?
A: In your cart, you’ll see an estimated weight and price for items priced by the pound. When we assemble your order, each item will be weighed and you’ll only pay for the actual weight of the items you purchased.

Q: What happens if the price of an item I ordered decreases after I place my order?
A: In most cases, if the item you ordered is offered at a lower price between the time you place your order and the time our personal shopper shops your order, you'll receive the lower price.

Q: Can I add items to my cart throughout the week without placing my order until the end of the week?
A: One great feature of Aisles Online® is being able to add items to your cart throughout the week and place your order only when you are ready.

Q: What happens if an item changes price after I add it to my cart but before I place my order?
A: The prices of items in your cart will continue to update up until the time you place your order online.

Q: May I use coupons?
A: You may use the digital coupons you have loaded onto your Fuel Saver + Perks® card.  Aisles Online® cannot accept paper coupons.

Q: Why can’t I see any discount in my shopping cart for my coupons?
A: Discounts for digital coupons may not be reflected in your shopping cart on Aisles Online®.  Discounts will be issued when your fulfillment store tenders your order. The discounts will be reflected in your final charge.  Browse Digital Coupons

Q: What if an item is out of stock? Can I choose whether I'm ok with a substitution on an item-by-item basis?
A: During checkout, you will have the option to select from three different options. "Best match" means Hy-Vee will choose an equivalent item for you, "let me choose" selection means you can choose substitutions per item, and "no substitutions" means we will not select a replacement if your original item was not in stock.

Q: What is multi-search and how do I use it?
A: Multi-search is a tool that allows you to enter or copy/paste a shopping list into a search field and very quickly add items to your shopping cart.  The multi-search workflow will search one item at a time and automatically load the search results for the next item when you are ready.  Read our tutorial on multi-search.

Q: I’m not finding everything I need. Can you help?
A: While we may not be able to fulfill all requests, you may add a special request in the notes for your personal shopper at checkout.  Our helpful employees will do their best to find and shop your request with the rest of your order.

Q: Can I add an item to my order after I check out?
A: You cannot change an order after it is sent. However, if you send a second order with the same pickup or delivery time, you will not be charged a second pick up or delivery fee. The fees will be deducted when your order is shopped by your personal shopper.

Q: Can I delete an item from my order after checkout?
A: You are welcome to contact us at the contact information provided in your confirmation email and request that an item be removed from your order. We will make every effort to remove the item from your order depending on where we are in the fulfillment process.

Q: What if a product is spoiled or less than perfect?
A: Contact us at the contact information provided in your confirmation email. We may issue you a refund, send a new product, or take other corrective action.


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Shopping Lists

Q: What happened to Favorites?
A: We recently made changes to Aisles Online Shopping Lists so that they are consistent between the web and mobile app experiences. We no longer treat the Favorite list differently than any other Shopping List. Customers who previously used this feature can find saved items in a Shopping List named "Favorites".

Q: Can I shop the list I created on a Hy-Vee Mobile App?
A:
Yes. To clarify, Hy-Vee currently offers two mobile apps. Lists in the "Aisles Online" mobile app automatically sync with Aisles Online website Lists, both of which are easily shoppable. However, the "Hy-Vee" mobile app lists are not  currently synchronized with Aisles Online. If you wish to shop those lists, this can only be done from an internet browser. Log in to Hy-Vee Deals and follow these instructions to export your shopping list to your Aisles Online cart.

Q: Can I create a list of items to add to my cart in the future?
A: Yes, Aisles Online® supports an unlimited number of lists for each customer. 

Q: How do I create a custom list of items?
A:
There are a couple ways to do this. If you are looking at all of your lists, you can click the ‘Create New List’ button. Alternatively, when you click on 'Add to List' button on a product you will have the option to create a new list or add to an existing list.

Q: How do I access my lists?
A: When you’re logged in, you can access ‘My Shopping Lists’ by clicking the list icon in the top right corner of your screen.

Q: How can view and manage items on a list?
A:
 When you’re logged in, you can access ‘My Shopping Lists’ by clicking the list icon in the top right corner of your screen. Click on the list you want to manage to see the detailed list view. You can add or delete items from the list, or click on a product photo to view the product details. You can also change the name and description of the list by clicking on the 'Settings' button. 

Q: How do I add an item to my lists?
A: When you’re logged in, an ‘Add to List’ button will be in the top right corner of every product on the search page and on the product page itself. Click that button and a modal will pop up where you can add the item to a new or existing list. Alternatively, when you are looking at the detailed list view, you can add free-form text to the list if you don’t want to track down the specific item in search. 

Q: How do I add items from a list to my shopping cart?
A: When looking at your lists, wherever you see a ‘Shop List’ button it will take all available items in your list and place them in your shopping cart. This button is also present when looking at a specific list. If you happen to have text items in your shopping list, it will ask you which item you meant to make sure you get the right product. 

To add an individual item to your cart, click on the Shopping List image or title to view items in the list. Click on the product photo of an item to view the product details. Then click the "Add to Cart" button on that page to add it to your cart.

Q: How can I print a list?
A: When you are looking at the detailed list view, you will see a print button at the top of the page. This makes it easy to print a list to shop in store.


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Delivery & Pickup Questions

Q: How do I choose my store for pick up or delivery?
A: We simplified this process significantly.  In one click you can choose a pickup location or delivery address based on your purchase history.   You can also select a new pick up location or enter a new delivery address by choosing that option from the drop-down menu on the screen.   Click for more information on the new pick up or delivery selection tool.

Q: How do I reserve a time slot for pickup or delivery?
A: You can reserve a time slot prior for up to two hours before you checkout.   Click for more information on reserving a time slot.

Q: Where do you deliver?
A: We will only deliver items ordered online to locations where we provide delivery services.  Please enter your zip code on the Aisles Online® website to determine if we deliver to your area.

Q: Does someone have to be home to accept the delivery?
A: Yes, to accept delivery, someone needs to be home.

Q: What do I need to accept delivery of my order?
A: We may require the person accepting delivery of your order to provide us with proof of identity and age, if relevant.  We may also ask you to show us the card used to purchase the order for verification purposes.

Q: What if no one is home to accept delivery of my order?
A: If there is no one home or no age-appropriate person home, if relevant, to accept delivery of your order, we will be unable to deliver your order and may contact you to arrange for delivery at a different time; additional charges for perishable items and delivery fees may apply.

Q: What if the weather is bad? Will my order still be delivered?
A: We will make every attempt to deliver your order as promised, but the safety and well-being of our drivers is our first priority.  Should we be delayed due to weather, we will contact you to confirm a new delivery time.

Q: May I tip the delivery person?
A: Yes, our delivery people accept tips.

Q: How do I pickup from a locker?
A: Please see these instructions for locker pickup.


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SNAP/EBT

Q: Can I pay for my Aisles Online order with my SNAP/EBT benefits?
A: Yes, we now accept SNAP/EBT card payment for curbside pickup orders at select locations. To use your SNAP/EBT benefits, choose the SNAP/EBT card option when selecting your payment method during checkout. This will allow you to pay for your order at time of pickup using your SNAP/EBT card. When you go to pick up your order, you must bring both your SNAP/EBT card and a credit or debit card to cover any costs not eligible for SNAP/EBT benefits. At curbside pickup, you’ll receive a physical receipt which reflects your final order. Please note, we cannot currently accept SNAP/EBT payment for home delivery or locker orders.

Q: Why do I need a second form of payment in addition to my SNAP EBT card?
A: While we do accept SNAP/EBT benefits to pay for curbside pickup orders at select locations, some items are not covered under the SNAP/EBT program. The USDA has provided a useful guide on what kinds of items can be expected to be covered. If your order total is more than your available SNAP/EBT benefits balance, you’ll need to cover the difference with a credit or debit card.

Q: Why do I need to enter a credit card online when using the SNAP/EBT pay at curbside option?
A: In order to reserve your order, we need a valid credit or debit card associated with the order. This card will not be charged and will not be retained as a secondary payment method for items not covered under the SNAP/EBT guidelines. Don't have a credit or debit card? Call Customer Care at (800) 772-4098 and let them know your Hy-Vee store and that you'd like to place a SNAP/EBT online order.

Q: Which curbside pickup locations are currently accepting SNAP EBT as payment?
A: Check the current list here.

Q: Can I use WIC for my online order?
A: We do not accept WIC benefits for online orders at this time.

Q: What happens if I don’t have enough SNAP/EBT benefits balance to pay for my entire curbside pickup order?
A: If you find that you don’t have sufficient SNAP/EBT funds to cover your entire SNAP/EBT eligible order, we can split your order payment with a debit or credit credit card or remove items from your order. We recommend checking  calling the phone number on your card to find out your account balance before you arrive at curbside pickup.

Q: Can I place a SNAP/EBT order without the $30 minimum?
A: To place an order for less than the online order minimum, please call Customer Care at (800) 772-4098 and let them know your Hy-Vee store and that you'd like to place a SNAP/EBT online order.


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Supplier Questions

Q: Why don't I see my items on the site?
A: Your items may not show up for several reasons.

  • If Hy-Vee does not have images or data for your products they will not be merchandised online.
  • If you are not logged into Aisles Online® you are seeing only a representative sample of the products available.
  • Once you log in, you are viewing products available at the store location selected and not all products sold by Hy-Vee.

Q: How can I provide Hy-Vee with images and product data for aisles online®?
A: KWIKEE® is our preferred supplier of images and product data for Aisles Online®. To learn more click here.


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Membership

Q: What is the new Hy-Vee Plus plan?
A: For just $99/year, Hy-Vee Plus members receive:

  • Unlimited free Aisles Online deliveries, where available, with a minimum $30 purchase.
  • Free express 2-hour pickups (normally $9.95 per pickup).
  • A 3-cent Fuel Saver reward on every in-store or online transaction from main store transactions, including Hy-Vee drugstores and HealthMarkets, some exceptions apply, for example, gift cards, tobacco and pharmacy. The 3-cent Fuel Saver reward does not apply at Hy-Vee gas stations or convenience store locations at this time, but will become available to members in early 2021.
  • An Aisles Online personal shopper who will provide real-time feedback as your order is being shopped.
  • Exclusive members-only deals and coupons sent to you every month, such as 20% off DSW and Joe Fresh apparel and free floral bouquets—for example.
  • Access to Red Line (TM)—a members-only hotline with a Hy-Vee team ready to help with whatever you need.

Q: I already have a Hy-Vee Aisles Online membership. Will I automatically be switched into the new Hy-Vee Plus membership program?
A: Yes! You are now a Hy-Vee Plus member and can start enjoying the additional benefits and perks, such as free 2-hour express pickup (normally $9.95 per pickup), a 3-cent Fuel Saver reward on every in-store or online transaction, exclusive deals, and more—at no extra cost. To take advantage of these additional perks, make sure your Fuel Saver + Perks card is activated. You can activate your card here. (https://www.hy-vee.com/perks/) If you do not have a Fuel Saver card, you can sign up for one here. https://www.hy-vee.com/perks/

Q: Is there a minimum purchase for free delivery and express 2-hour pickup?
A: The minimum purchase for all pickups and delivery is $30. As a Hy-Vee Plus member, you can take advantage of free delivery and free express 2-hour pickups, normally $9.95 per pickup or delivery.

Q: Does this membership include both free delivery and express 2-hour pickup?
A: Yes! Members get free delivery with a minimum $30 purchase (normally $9.95 per delivery) and free express 2-hour pickup (normally $9.95 per pickup). This membership does not include express delivery, which is $19.90, where available.

Q: How do I know what my monthly perks and deals are going to be?
A: Upon signing up for a membership, you'll receive a welcome email with details about your monthly perks. Each month after, we'll send you an email with your new monthly perks. You can also view these perks at Hy-Vee.com/Plus.

Q: What are some examples of monthly perks and deals?
A: Hy-Vee Plus members receive exclusive offers each month. For example, you might receive 20% off every DSW and Joe Fresh purchase, a free floral bouquet, department discounts, and more—all in the same month!

Q: How do I activate my monthly perks and deals?
A: You will receive an email each month with instructions on how to use your monthly perks and deals. Most deals will be pre-loaded to your Fuel Saver card and will automatically apply when you checkout online or scan your card in-store. If you do not have a Fuel Saver card, you can sign up here: https://www.hy-vee.com/perks/default.aspx. Upon signing up, your new card will be loaded with your monthly perks.

Q: How do I get access to the Red Line (TM)?
A: Access to the Red Line (TM) will be emailed to you after you sign up for the Hy-Vee Plus membership.

Q: How will the personal shopper reach me when they are shopping?
A: Your personal shopper will text you using the phone number you provide when you checkout on Aisles Online. You can opt out of messaging by texting the word "stop" as a reply to the first message.

Q: How do I purchase a membership?
A: Just visit Hy-Vee.com/Plus for more details about the new program and to sign up. You can also sign up at your local Hy-Vee by scanning one of the QR codes on the Hy-Vee Plus signage. To scan a QR code, simply open the camera on your phone and point it at the QR code. Once the phone reads the QR code, you should see a pop up message. Tap the message to be directed to the site. If you have additional questions on the program or how to sign up, contact the Hy-Vee Customer Care team at [email protected] or (800) 772-4098.

Q: How do I use a QR code to sign up in stores?
A: QR codes are small black and white squares that work like barcodes. Look for the Hy-Vee Plus signs in stores and you'll notice a small black and white square code. Simply open your camera on your phone and point the camera close to the code. Once the phone recognizes the code, you should see a pop-up message. Simply tap the message and you will be directed to the membership sign-up page.

Q: What payment options are available for a membership?
A: Memberships must be purchased in full upon signing up at Hy-Vee.com/Plus. You can purchase a membership online with a debit/credit card or a $99 Hy-Vee gift card, available in stores. You may also apply a Hy-Vee gift card of a lesser amount toward the total purchase price.

Q: Will I receive a receipt when I sign up for a membership?
A: You will receive a confirmation email that includes your receipt and tells you how to start taking advantage of your new benefits. You can print this email as a receipt for your records.

Q: How do I know if delivery is available in my area?
A: Visit Hy-Vee.com/Plus and tap Check Delivery Area.

Q: How can I gift a membership to someone?
A: Hy-Vee Plus memberships make great gifts! Simply purchase a $99 Hy-Vee gift card to give, and recipients can start taking advantage of the benefits as soon as they sign up. You can also purchase the Hy-Vee Plus gift card in stores.

Q: Do I need to have a Fuel Saver + Perks card to purchase a membership?
A: No, you do not need a Fuel Saver + Perks card to be a Hy-Vee Plus member, but having a Fuel Saver + Perks card will allow you to take advantage of the extra Fuel Saver rewards and exclusive offers you get as a Hy-Vee Plus member. If you don't have a card, learn more about our Fuel Saver program and sign up for free here: https://www.hy-vee.com/perks/default.aspx.

Q: I purchased a Hy-Vee Plus membership. How do I link a Fuel Saver + Perks card to my membership?
A: Linking a Fuel Saver + Perks card will allow you to take advantage of the extra Fuel Saver rewards and exclusive offers you get as a Hy-Vee Plus member. Simply grab a card from the customer service counter in store and activate it here: https://www.hy-vee.com/my-account/fuel-saver-plus-perks. Once linked you will use your Fuel Saver card in store to redeem the additional rewards and perks you get as a member. If you don’t have a card, learn more about our Fuel Saver program: https://www.hy-vee.com/perks/default.aspx.

Q: Will I still be able to provide my phone number at checkout in stores instead of swiping my Fuel Saver card to get membership perks?
A: Yes, this will still work for in-store purchases. For online purchases, we will automatically add your rewards and redeem your perks from your Fuel Saver account, as long as your Fuel Saver card is linked to your Hy-Vee.com account. You can link your Fuel Saver card to your account here. (https://www.hy-vee.com/perks/)

Q: Do I need to have the Hy-Vee Aisles Online mobile app to use my membership?
A: No, but some benefits may be exclusively available through the Hy-Vee Aisles Online mobile app. Learn more about the Hy-Vee Aisles Online mobile app here: https://www.hy-vee.com/corporate/our-company/mobile-apps/.

Q: If I’m not satisfied with my membership, can I cancel it?
A: You can cancel your membership at any time. If you cancel within 30 days and have not used any membership benefits, you will be eligible for a full refund. If you have used a membership benefit or have been a member for 30 days or more, you will not receive a refund. We will, however, cancel your auto-renewal, and you may continue to use your member benefits until your membership expires.

Q: Is there a free trial of the Hy-Vee Plus membership?
A: No, but you can cancel within 30 days if you have not used any of the membership benefits.

Q: If I pick up my order at a locker, will this affect me?
A: With a Hy-Vee Plus membership, your store or locker pickups will always be free. However, we do not offer the 2-hour express pickup option at our locker locations.

Q: Can I use my membership at multiple Hy-Vee stores?
A: Yes! If they deliver, you will get free delivery with a $30 minimum purchase or free 2-hour express pickup with a $30 minimum purchase. You can check to see if stores in your area deliver by visiting Hy-Vee.com/Plus and tapping Check Delivery Area.

Q: Will my membership automatically renew?
A: Yes. Memberships automatically renew on the anniversary of the purchase date. Customers will be notified well in advance that their membership will renew. Any membership canceled before the expiration date will not renew the next year.

Q: Where do I manage my Hy-Vee Plus membership account?
A: You can view your account details through the My Account tab when you log into Hy-Vee.com.

Q: Can I share my Hy-Vee Plus benefits with other individuals in my household?
A: Yes! Link one other member of your household to your Fuel Saver account within the My Account section on Hy-Vee.com. Once you are linked and have purchased a Hy-Vee Plus membership, you and your other member in the household will be able to earn 3 cents on every transaction as well as share many of the other membership benefits! Free express 2-hour pickup and free Aisles Online delivery benefits are exclusive to the member who purchased Hy-Vee Plus.


Terms and Conditions

Click here to view Aisles Online Terms & Conditions of use.

Click here to view Membership Terms & Conditions of use.

General Questions
Email or Call 1-800-772-4098