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Frequently Asked Questions


Basic Questions | Shopping | Shopping Lists and Favorites | Pickup & Delivery | Supplier | Membership

Basic Questions

Q: How much is delivery or pickup?
A: Pickup is always FREE with a minimum $30 purchase.    Delivery is FREE with the purchase of a $99 annual memberbership and minimum $30 purchase.  For non-members a $9.95 fee will be added to the order.

Q: What type of payments are accepted?
A: We accept the following credit cards: Visa, Mastercard, American Express and Discover. At this time, we are not able to process debit transactions that require a PIN including SNAP EBT cards.  We also accept Hy-Vee Gift Cards.

Q: Do you accept SNAP EBT cards?
A: At this time, retailers may not accept SNAP EBT card transactions online.

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 charge on a canceled 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 'Preferences' 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 you're 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?
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 and Favorites

Q: Can I shop the list I created on the Hy-Vee Mobile App?
A:
Yes. Today 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. The default list is called 'Favorites'.

Q: How do I create a custom list of items?
A: When you click on 'Add to List' button you will have an option to create a new list.

Q: How do I add items from a list to my shopping cart?
A: There are a couple of ways to add items to your cart from a list.  1) Go to the 'My Lists' page and select a list.  Check the box to the left of the item(s) you wish to add and click 'Add to Cart'.  2) When viewing your shopping cart click the 'Add Items to Cart' button and select a list to add all items from that list to your cart.

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 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 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 a list 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.


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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?
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?
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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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 Aisles Online membership plan?
A: For just $99 annually, Aisles Online customers will receive free same-day delivery on each and every Aisles Online order. Customers can enjoy unlimited free deliveries with a minimum $30 purchase (previously free with $100 purchase).

Q: What are the benefits of a membership?
A: For customers who plan to have their groceries delivered, a membership will give you unlimited free delivery for an entire year!

Q: What if I don’t have a membership?
A: For non-members, a $9.95 delivery fee will be added for each delivery. You might consider pickup at store which is always free.

Q: Why are we offering memberships?
A: After four years of offering our Aisles Online grocery shopping service, and successfully filling thousands of orders for our customers, we want to make the Aisles Online service even more convenient. Having an annual membership option will allow our incredibly loyal customers to receive free delivery as often as their schedule requires.

Q: How do I purchase a membership?
A: Just visit www.hy-vee.com/membership for more details about the new program and to sign up. If you have questions on the program, contact the Hy-Vee Customer Care team at [email protected] or (800) 772-4098.

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 placed a delivery order, you will be eligible for a full refund. If you have placed an order 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: I pick up my order at a store or locker; will this affect me?
A: We are lowering the fees for pickup at store or lockers also. Pickup will always be free with a minimum $30 purchase (previously free with $100 purchase). Visit www.hy-veeaislesonline.com for more information.

Q: Can I share my membership with friends or family?
A: At this time, a membership will only be valid on the account it was purchased for.

Q: Can I use my membership at multiple Hy-Vee stores?
A: Yes! If they deliver, you will get free delivery!

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 cancelled before the expiration date will not renew the next year.


Terms and Conditions

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

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