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COVID-19 FAQ

We want to ensure we answer your questions and explain how we’re serving our customers, associates, suppliers and communities. The information we’ve provided is based on what we know today and may be updated during this rapidly changing situation.

Face Coverings

Is Heinen’s requiring face coverings? 

Ohio Stores: 
In compliance with the Ohio Governor’s order, customers are required to wear a face covering while shopping in our stores.  This requirement does not apply to children under 10 years of age, those communicating with a hearing-impaired person, or those who are not able to medically tolerate a mask or face covering.

Face coverings are also required for Heinen’s associates and partners such as vendors, contractors and Instacart shoppers.    

Illinois Stores: 
In compliance with the Illinois Governor’s order, customers are required to wear a face covering while shopping in our stores.  This requirement applies to individuals over the age of two who are able to medically tolerate a mask or face covering. Face coverings are required for Heinen’s associates and partners such as vendors, contractors and Instacart shoppers.  

Our Commitment to Serving our Customers

Will Heinen’s open earlier or close later? 

All Heinen’s locations are open 8 a.m. to 8 p.m., Monday through Friday. All locations are open from 8 a.m. to 7 p.m. on Saturday and Sunday. 

Will Heinen’s offer special hours for seniors or immunocompromised individuals? 

We would like to respectfully ask you to help us provide a special window between 8 and 9 a.m. every day for seniors or those who may be immunocompromised to shop first. We ask everyone else to please consider shopping with us after 9 a.m. We recognize everyone has different circumstances. But we hope we can work together as neighbors in our communities to honor this request. We appreciate your understanding and support. 

Health and Safety

What is Heinen’s doing to ensure the health and safety of its customers and associates? 

  • All self-service food stations will be closed until further notice, including the salad, olive and hot soup bars, as well as self-serve bakery stations.   
  • All seating and café areas are now closed to customer use. 
  • Wine and beer by the glass and kombucha on tap may not be available at this time. Please check with your local store. 
  • Growlers of beer are now available at all locations.* To protect the health and safety of our customers and associates, all growler sales require the purchase of a new growler.  Previously purchased growlers may not be re-filled at this time. 
     
    *Excludes Middleburg Heights.  
  • Out of respect for our associates and other customers, we ask that you please practice social distancing while shopping in our stores.   
  • We are reinforcing our already stringent sanitation efforts in our stores, distribution centers, manufacturing facility and main office. 
  • We are working closely with local health departments and will deep clean and sanitize our stores as recommended.   
  • We are asking associates to stay home if they feel unwell and are supporting them financially to enable this.  
  • We have installed plexiglass shields at our registers.  

Are customers permitted to bring reusable bags?

Effective September 28, Ohio customers are permitted to bring reusable grocery, produce and wine bags.*

*Excludes Illinois stores

How is Heinen’s enforcing social distancing in its stores? 

We have posted signs and floor markings to encourage the practice of social distancing, consistent with the recommendations from the governors of Illinois and Ohio. 

How is Heinen’s supporting its associates? 

We are also temporarily modifying our hours at every location to help provide some relief to our associates, who are working tirelessly to sanitize, restock shelves and provide the top-notch service you expect from Heinen’s.  

Will Heinen’s continue to have classes and events? 

We are canceling all customer events of any size until further notice. 

Will Heinen’s continue to have food and beverage sampling in the store? 

We have stopped all product demonstrations until further notice, including demonstrations by Heinen’s associates and external vendors. 

Does Heinen’s offer contactless payment? 

Yes, we accept more than 30 forms of contactless payment. From Apple Pay to Google Pay, it’s easier than ever to purchase your groceries touch-free.

Store Occupancy Limits (Ohio Only)

Will Heinen’s be limiting the number of customers allowed in a store? 

To further ensure the safety of our customers and associates, all Heinen’s locations in Ohio will be limiting the number of customers in our stores at one time. The number permitted will vary based on the size of the store. In addition, there will be one designated point of entrance/exit at each store. 

Product Availability

When are you receiving more product? 

We are working with our suppliers to replenish product as quickly as possible. We have no reason to expect long-term shortages for the vast majority of our products, but we may experience sporadic product shortages. 

What is Heinen’s doing to ensure product availability? 

We have implemented temporary purchase limits on high-demand products. Look for signage in-store for specific quantity restrictions. 

Will Heinen’s be offering rain checks?  

Due to product availability issues, we are not able to guarantee in-stock conditions on many items. We will not be issuing rain checks on out-of-stock items at this time. We appreciate your understanding as we work to keep our stores clean and stocked to the best of our abilities.

Returns

Is Heinen’s currently accepting returns? 

As of August 31, Heinen’s is once again accepting returns.

More Information

Where can I find more information about the virus/how to protect myself? 

For more information, we recommend visiting the CDC’s, Ohio Department of Health’s and Illinois Department of Public Health’s COVID-19 information pages. 

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