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Grocery Delivery FAQ

Frequently Asked Questions

What is Instacart?
Instacart is an online shopping and grocery delivery service that Heinen's has partnered with to shop and deliver groceries to your home or office.

How does Instacart work?

  • You shop for your products online, make your payment, and choose the time of delivery.
  • Your Instacart Personal Shopper shops for your groceries then delivers them to your home or office.
  • Your Instacart Personal Shopper will call or text you with any questions and update you on the status of your delivery.


What cities does Instacart deliver to?
Instacart online shopping and delivery is available in areas near Heinen’s stores in Cleveland and Chicago. Please enter your zip code on the Instacart website to confirm that we deliver to your area.

What days and times is delivery available?

  • Monday through Saturday 9:00 a.m. to 8:30 p.m.
  • Sundays 9:00 a.m. to 6:00 p.m.


Do I need an account to see items available to shop online?
Yes, customers need an Instacart account to view store selection and pricing.

How do I create an account with Instacart?
Create an account by visiting heinensdelivers.com. You may set up an account with multiple delivery addresses. This is convenient if you are shopping for a family member that does not have a computer.

Are the prices online the same as in the store?

  • Yes, we honor all weekly ad sale items and prices.
  • Yes, we honor Tasteful Rewards weekly special pricing.
  • Tasteful Rewards personalized promotions/rewards are not available through the delivery service. Personalized promotions/rewards are in-store only.


Does Instacart accept online or manufacturer's coupons?
Coupons are limited to those being exclusively offered by Instacart.

What are Instacart coupons?
Instacart coupons are manufacturer’s coupons that automatically apply to qualifying products. More information is available at Instacart.com.

What is the cost of delivery?

  • Delivery is as low as $3.99 for orders over $10.
  • An Instacart membership called “Instacart Express” is available for frequent deliveries with a flat monthly or one-time annual fee of $99. 
  • Delivery cost increases during “busy/high demand times.” This will be noted at the time of your order and you have the option to change your delivery time.
  • For a complete list of delivery cost and the Instacart membership plan click here.


Is there a minimum order for delivery service?
Yes, the minimum grocery purchase is $10. Delivery and other fees can be found on Instacart.com.

How do I add a promo code to my account?
In the app:

1. Tap your profile icon on the top left corner
2. Tap Add Promo
3. Tap Redeem
4. Enter the code and tap Redeem

On a computer:
1. Once you’re logged in, click Account
2. From the menu, click Add promo code
3. Enter the code and click Redeem

Once the promo code has been added your account, it will be automatically applied to your next order.

How do I view all active promos or credits in my account?
You can always check if you have Instacart credit, promo or free delivery for a future order by visiting the Promo Codes section of your account.

In the app:
1. Tap the Account icon
2. Tap Add Promo
3. Applied credits and promo codes will be listed on this screen

On a computer:
1. At the top right, click Account
2. Click Your Account
3. Click Promo Codes on the left
4. You’ll see any coupons you have listed under AVAILABLE CREDIT/DISCOUNT

Credits showing on your account will be automatically applied to your next order.

Please note: We reserve the right to discontinue a promo at any time and some promos have expiration dates. Please see terms for details.

What payment methods are accepted?

  • All major U.S. credit and debit cards, Android Pay and Apple Pay.
  • Instacart gift cards (these may be purchased on their website).
  • Heinen’s gift cards, cash, and checks are NOT accepted.

How do I get a receipt for my purchase?
  • Itemized Instacart receipts will be emailed to you and given to you at time of delivery.
  • Heinen’s will NOT have access to copies of your receipts for Instacart purchases.

What if a product is out of stock when the Instacart Personal Shopper gets to the store?
  • If an item is out of stock, the Personal Shopper will contact the customer before they check out to ask about a replacement. If the customer does not get a replacement, the item is refunded.
  • You will have an option when ordering whether you wish to have the Personal Shopper contact you or automatically choose an alternative product.

What If an item is not available on the Instacart website?
  • If you are looking to purchase a product that is not on Instacart website, you can create a special request. If the item is available, the Personal Shopper will add the cost and any fees to your final purchase.
  • Due to Ohio laws, no alcohol is available for online purchases.

Can a customer get a Heinen's raincheck through Instacart?

No. Rainchecks are limited to Heinen’s in-store purchases only.

What if I have a problem with an order, have a question about charges, or wish to return something?
All returns, order questions, price inquiries, delivery questions and receipt requests are handled by Instacart Customer Happiness department at www.instacart.com or 1-888-246-7822 (1-888-2-Instacart).

Does someone have to be home to accept the delivery?

  • Instacart will leave the order with a doorman, front desk person or at your front door only if you indicate this in the order notes.
  • If a customer is not home for the scheduled delivery, please contact Instacart Customer Happiness to reschedule and discuss fees.

Is there an age requirement for accepting the delivery?

Yes, the person accepting the delivery must be at least 18 years old.
 

For detailed information on ordering, your account, payment methods, fees, returns and any other questions, please contact Instacart’s Customer Happiness Department at: www.instacart.com or 1-888-2-Instacart (1-888-246-7822).