FAQs

Online Grocery Ordering (Delivery & Pickup)

• Can I use my Instacart+ membership when ordering on wegmans.com or the Wegmans app?

  Yes. You can link your existing Instacart+ membership to your Wegmans account by signing into your Wegmans account with the same email address you use for Instacart. Once you are signed in on wegmans.com or the Wegmans app, click on your name in the top right corner of the screen to view the drop-down menu and select “Profile.” From there, click the button that says “Link Instacart Account.”

  Since Wegmans delivery is fulfilled through Instacart, you can use your existing Instacart+ membership to order groceries directly through wegmans.com or the Wegmans app. You will still be billed directly by Instacart though.

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• How do I request a refund for an item that I ordered online?

  To ensure the quality and safety of items, we do not accept returns for online orders. You may, however, receive a credit on your next order if you are not satisfied with your order for any reason.

  For an order placed through the Wegmans app or website, follow these steps:

  1. For Delivery Orders: After completing your order, view it under “My Orders and Receipts” and click “Report an Issue.”
     For Grocery Pickup Orders: After completing your order, view it under “My Orders and Receipts” and click on “Rate Order.”
  2. For Delivery Orders: After selecting “Report an Issue,” you can then select which issue applies to the order (missing item, wrong item, damaged item, etc.) and designate the specific items for each problem.
     For Grocery Pickup Orders: Rate your order 4 stars or less and a “Get Help” button will appear that will take you to the help page. You will then be able to select which issue applies to the order and designate the specific items for each problem.
  3. You will be able to specify if you would like a refund to your card or a credit on your account as compensation for the issue.

  For an order placed through the Instacart app or website, follow these steps:

  1. Go to the Instacart app and tap the “Account” icon to access your account; select “Your Orders” and tap on the order that contains the item for which you would like a refund.
  2. Tap the “Rate Order” button at the bottom of the screen.
  3. Rate your order 4 stars or less or tap “Report an Issue.”
  4. Select the reason for the refund (missing item, wrong item, damaged item, etc.) and select the item. When you are finished, tap “Submit Issues.” You will receive an email from Instacart letting you know the amount that will be refunded to your account.
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• Who is doing the shopping and delivery?

  Wegmans has partnered with Instacart to provide online ordering, shopping, and delivery of groceries to your home. For Grocery Pickup, a Wegmans employee will shop your order, then bring it out to you and load it in your car. For Delivery, your order will be shopped and delivered by an Instacart contractor. At select stores, your delivery order may be shopped by a Wegmans employee and delivered by an Instacart contractor.

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• What are the delivery hours?

  The typical delivery hours are between 9am and 10pm. Available delivery windows can be viewed when “Delivery” is the selected shopping method and can be changed by clicking on the location icon, then clicking “View Timeslots.” (Delivery hours are subject to change on holidays.)

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• What are the grocery pickup hours?

  The typical curbside pickup hours are between 9am and 9pm. Available curbside pickup timeslots can be viewed when "Pickup" is the selected shopping method. (Grocery pickup hours are subject to change on holidays).

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• What if I can’t make my grocery pickup time?

  Once you receive notification your order is ready for pickup, it can be picked up anytime before 9pm on the day you scheduled it for pickup. Grocery pickup orders are kept in designated refrigerators and freezers to keep your groceries as fresh as possible.

  Orders not picked up by the end of the day will be closed out and a refund will not be available.

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• What if my order has already been shopped and I need to cancel it?

  Orders that are cancelled after they have been shopped will be charged a $15 cancellation fee.

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• How far in advance can I place my order for delivery? What is the delivery window?

  Orders can be placed up to six days prior to delivery and will be delivered within a two-hour timeframe. Orders can be scheduled for delivery in as little as one hour or within the next two hours, depending on the availability of Instacart’s Personal Shoppers.

  You can view available delivery times on the app by clicking on the left-hand menu bar icon and selecting the first item displaying your current shopping method. Then, select “Delivery” and put in your delivery address.

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• What products are not available for delivery or grocery pickup with Instacart?

  The below items will not be available through Instacart at this time:

  • Alcohol (exceptions apply, see below)
  • Pharmacy prescription (only available for delivery through the Instacart app/website)
  • OTC drugs/products where ID is required
  • Catering
  • Market Café subs, pizza, hot and cold food bars
  • Special-order products (e.g. custom cakes)
  • Gift cards
  • Postage stamps

  Alcohol is available in New Jersey for Grocery Pickup only and in Massachusetts, Virginia, and North Carolina for Grocery Pickup and Delivery. Beer is available in New York for Grocery Pickup and Delivery.

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• What are the restrictions for purchasing alcohol for delivery or grocery pickup?

  Alcohol delivery is only available from select Wegmans stores. You will be asked for proof of age (21+) when submitting your order, as well as at delivery. When submitting your order online, you will be prompted to enter your date of birth. You must also agree to the terms and conditions. Upon delivery, customers are required to show a federal or state ID showing their date of birth (21+). Coupons and rebates are not available for alcohol purchases.

  Alcohol is available in New Jersey for Grocery Pickup only and in Massachusetts, Virginia, and North Carolina for Grocery Pickup and Delivery. Beer is available in New York for Grocery Pickup and Delivery.

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• Which methods of payment are accepted/not accepted?

  Accepted: Visa, Mastercard, Discover, American Express, and EBT SNAP cards. Wegmans gift cards are also accepted as payment on wegmans.com and the Wegmans app. Only one (1) gift card can be used per transaction.

  Not accepted: International credit cards, prepaid debit cards, and HSA/FSA cards.

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• How do I place an order for grocery pickup or delivery?

  Orders can now be placed directly on wegmans.com or through the Wegmans app. On wegmans.com, click on the “List” icon in the top right corner of the screen.

  You can choose which store you would like to build your list at and then choose either Grocery Pickup or Delivery to place an order. On the Wegmans app, next to the home icon, select In Store, Grocery Pickup or Delivery.

  For the easiest way to order your groceries, make sure you are logged in to your Shoppers Club account. This will allow you to view previously purchased items so that you can quickly add them to your cart. Then, simply browse our departments and add items to your list or cart.

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• How much does Wegmans delivery cost?

  We offer consistent low prices, every day, so you can save on the items your family uses most. When you shop online with us, you’ll find our prices remain about 15% above in store, which includes our cost for shopping your order. There is also a $35 order minimum.

  In addition, Instacart charges:

  • A delivery fee to cover the cost of having Wegmans products delivered.
  • A service fee*, which is preset at 7.0%.
  • Additional fees may apply:
    - Heavy Order Fee
    - Long-Distance Service Fee*
  • Tips are optional

  *Service fee may vary by location.

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• How much does Wegmans grocery pickup cost?

  We offer consistent low prices, every day, so you can save on the items your family uses most. When you shop online with us, you’ll find our prices are about 15% above in store, which includes the cost of shopping your order. There is a $10 order minimum. There is no additional delivery fee, service charge or tip with grocery pickup.

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• What is the long-distance service fee?

  This fee applies to both Instacart+ members and non-members who place a delivery order 30-60 minutes away from a Wegmans store (based on the delivery address). The fee* is charged by Instacart and added to your total to help pay shoppers for their extra effort and mileage.

  *Service fee may vary by location.

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• Can I designate products for substitutions/replacements?

  Yes. During checkout, you can choose your substitutions/replacements after you click “Place Order.” If an item is running low at the store, you will see the option to select replacements (or substitutions). You can approve the replacement shown by clicking “Approve,” or you can choose a different replacement by clicking “Other Options” and searching for a different item. 

  NOTE: The replacement item will only be shopped if the item you initially selected is not available at your store. 

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• How can I cancel an order?

  To cancel an order, simply log back into wegmans.com or the Wegmans app and find your pending order under “My Orders & Receipts.” You can cancel an order online up to the time Instacart’s Personal Shopper starts shopping the order in the store.

  Typically, this is 1-2 hours before the requested delivery or pickup time. Cancelation fees do not apply if the order is cancelled prior to the shopper shopping the order.

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• How can I modify an order to add or delete items?

  1. Log back into wegmans.com or the Wegmans app and select “My Orders & Receipts.”
  2. Click on the order you want to modify and select “Add to Order.”
  3. You will be directed to a new window to add items to your current order. Within the “Add to Order” screen, select the items to add, then click “Continue” when you are finished. You can also search for items within this screen.
  4. Your added items are automatically added to your order—you should see newly added items at the bottom of your list.
  5. You can add or delete items up until your Personal Shopper starts shopping your order. Typically, this is 30-60 minutes before the requested delivery or pickup time.
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• How can I share my list/cart with someone else?

  To share your list or cart, you must be on the Wegmans app and have your shopping mode set to In Store. Tap on your shopping list/cart in the upper right-hand corner of the screen and tap “Options” at the top of your list. This will allow you to text or email your list to another user. Unfortunately, list sharing is not currently available for shopping from a desktop or laptop computer.

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• Why are the prices on “My Orders & Receipts” on wegmans.com and the Wegmans app different than the prices on my Instacart receipt?

  When you order a weighted item, we use an estimated product weight to give you an approximate total. This approximate total is what will appear on your Instacart receipt. When a shopper shops your order, they update the actual weight of your item so that you are only charged for the product that you receive. This updated total will be what is shown under “My Orders & Receipts” on wegmans.com and the Wegmans app.

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• Why is my estimated total when I place my order different from my completed order receipt?

  When you place an order, the anticipated charge for your items, including estimated taxes and fees, is displayed in your order confirmation email. Any approved changes to your order during shopping can update the final total in your order receipt.

  These changes can include:

  Added items: After you place an order, you can add items to it, either by modifying the order before it’s shopped or by communicating with the Personal Shopper while it’s being shopped.

  Substituted items: You can choose to have items substituted if something is unavailable. If an item is replaced, your receipt will be updated to reflect the replacement item price. If the replacement is more expensive than the item you ordered, you will be charged more. If the replacement is less expensive, you will be charged less.

  Unavailable/refunded items: If an item is unavailable, your shopper will mark the item as refunded, and we’ll remove it from your item total. This will reduce the final amount of your order.

  Weight adjustments: Personal Shoppers will try to get the exact weight of the items you requested, but it is likely the weight could be more or less than what you requested. At the store, your shopper will input the correct item weights before checking out, which will update your item total. You will be charged for the weight you receive.

  Some item weights, like produce, are measured by shoppers using in-store scales. The weight of items from the deli, meat, and seafood counters are determined by the label applied in store to those items.

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• Why is the amount of my order different from the amount pending on my form of payment?

  When a grocery pickup or delivery order is placed, a temporary hold is placed on your payment method for slightly more than the order total to cover any changes in the order total that might occur when your order is shopped. It is common for the order total to change due to weighted items, additions, and/or substitutions. Once your order is complete, your card will be charged for the final order total reflected on your order receipt, which can be more or less than the temporary hold amount. Please refer to the payment details on your order receipt for the final order total and the amount previously authorized when you placed the order.

  If your order is canceled prior to being shopped, your bank will remove the temporary hold from your account. Please refer to your order confirmation email for the estimated amount of your order and the temporary hold amount authorized.

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• How do I return product I am not satisfied with?

  To ensure the quality and safety of items, we do not accept returns for online orders. You may, however, receive a credit on you next order if you are not satisfied with your order for any reason.

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• Why doesn’t my delivery/grocery pickup receipt total match my list total?

  There are many reasons why your receipt total might differ from your list total. Some reasons include:

  • Added items: After an order is placed, items can be added to the order.
  • Replacement items: If an item is replaced, the receipt will be updated with the price of the replacement item. This may differ from the price of the item that was originally on your list.
  • Weighted items: While the shopper will try to get the exact weight of the items that you ordered, the actual weight will likely be slightly more or less. At checkout, the shopper will input the correct item weights.
  • Special requests: If a certain product is specified in the notes section of the list, the shopper will do their best to accommodate that request. Since we don’t know the cost of special-request items until the shopper finds them in the store, the item cost is not included on your list.
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• Why do some items not transfer on my list when I change my order from in store to grocery pickup or delivery?

  Certain items that are available for in-store purchase are not available for grocery pickup or delivery. Some of these items include:

  • Alcohol (exceptions apply, see below)
  • OTC drugs for which ID is required
  • Catering
  • Market Café subs, pizza, hot and cold food bars
  • Special-order products (e.g. custom cakes)

  Alcohol is available in New Jersey for Grocery Pickup only and in Massachusetts, Virginia, and North Carolina for Grocery Pickup and Delivery. Beer is available in New York for Grocery Pickup and Delivery.

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• How do I review the status of my order?

  To view the status of your order, go to “My Orders & Receipts” and click on your online order. When the order is being shopped, it will say “In Progress.” When your order is ready for pickup, it will say “Ready.” You can also view the status of your order by selecting “My Orders & Receipts” on the homepage of the Wegmans app.

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• Can I save a form of payment for later use?

  Yes. When checking out, you will have the option to “Save to Profile.” When you select this, it means that next time you go to check out, you don’t have to reenter your credit card information.

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• I share an account with someone else. Can we share the same list and have it update as we make changes?

  Yes, you can share a list, but there are a few things that you need to be aware of:

  1. Cart items don’t refresh in real time if items are being added on different devices.
  2. If you are on the In-Store list and someone else adds an item, you need to exit the list and reopen it to pick up the added item.
  3. The list icon has an item count “bubble” anytime you are not in the list itself, and if someone else adds or removes an item, you need to tap into the list to see the update OR change location for the bubble to reflect the new item count.
  4. On desktop, refreshing the browser will also update the list and count bubble.
  5. Additionally, both lists must be in the same mode. One person being in Grocery Pickup mode while another has In Store selected will cause the contents of the list/cart to be different.
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Can’t find an answer to your question? Send us an email or call us at 1-800-WEGMANS