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Grocery Delivery & Curbside Pickup FAQ

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.

You can place orders through Heinen’s new online shopping experience and your order will be fulfilled by an Instacart shopper.

How does online grocery shopping work?

  • You shop for your products at heinens.com, make your payment, and choose the time of delivery or pickup.
  • Your Instacart Personal Shopper shops for your groceries then delivers them to your home or office or stores them in a temperature controlled environment at the store for curbside pickup.
  • Your Instacart Personal Shopper will text you with any questions and update you on the status of your order.

What is the cost of delivery?

  • Delivery is as low as $3.99 for orders over $35.
  • Orders under $35 are $7.99.
  • 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.

What is the cost of curbside pickup?

  • Curbside pickup is as low as $1.99 for orders over $35.
  • Orders under $35 are $3.99.
  • An Instacart membership called “Instacart Express” is available for frequent curbside pickups and/or deliveries with a flat monthly or one-time annual fee of $99. 
  • Curbside pickup orders over $35 are free for Instacart Express members. Orders under $35 are $3.99.

What is a Heavy Order Fee?

The heavy order fee helps cover operational costs and only applies when you purchase certain heavy items, like cases of beverages and pet food, among other products. The fee is applied if the total combined estimated weight of these items is above 50 lbs. This fee only applies to delivery orders.

Is there a minimum order for delivery and curbside pickup service?

Yes, the minimum grocery purchase is $10.

How do I add a promo code to my order?

Navigate to the shopping cart page, and click the “Add a promo code” link. You will be prompted to enter your promo code. If valid, the promotion will be applied to your order.

What do the colorful icons next to products on shop.heinens.com mean?

These colorful icons found next to items in our online store indicate how products may fit into your lifestyle. Each icon alerts you to important nutritional information, along with an indication of which products are on sale or those that you may have previously purchased. You can learn more on our Online Shopping Icon Key page.

What cities does Instacart deliver to?

Instacart delivery is available in areas near Heinen’s stores in Cleveland and Chicago. Make sure you have “Delivery” selected in the shopping context area at the top of the page and then enter your zip code to confirm that we deliver to your area.

What stores is Curbside Pickup available at?

Curbside pickup is currently available at the following stores:

  • Shaker Heights
  • University Heights
  • Rocky River
  • Mentor
  • Mayfield Village
  • Willoughby
  • Bainbridge
  • Brecksville
  • Avon
  • Strongsville

How do I start an online order?

  • To start an online order, visit shop.heinens.com. At the top of your screen, you will see either “Delivery” or “Curbside Pickup” – this is called your “shopping method”.
  • If “Curbside Pickup” is displayed and you want to switch to a delivery order, simply click the text, “Curbside Pickup”. This will open a modal where you can change your shopping method. Select “Delivery” to begin a Delivery order and you will be prompted to enter your Delivery Zip Code.
  • If “Delivery” is displayed at the top of your screen and you want to switch to a curbside pickup order, simply click the text “Delivery”. This will open a modal where you can change your shopping method. Select “Curbside Pickup” to begin a pickup order and you will be prompted to select your pickup location.
  • You’re now ready to start shopping! You can change your shopping method at any time including during the checkout process.

What days and times is delivery available?

To see available delivery times, select “Delivery” in the shopping context area at the top of the page and provide your delivery zip code or address. Then select “Reserve a Time Slot” to view the list of available delivery days and times.

Do I need an account to place an order online?

Yes, you will need to login or create an account to place an order online.

How do I create a Heinens.com account?

If you already have a Tasteful Rewards card, you can register an account online by following the below steps:

  1. Click the Login/Register button at the top of your screen.
  2. Select “Register” at the top of the modal.
  3. On the Registration form, enter the Email Address associated with your Tasteful Rewards account.
  4. In the Tasteful Rewards Card # field, enter your card number.
  5. Complete all other required fields and then click “Create New Account”
  6. You’re all set!

If you do not have a Tasteful Rewards card, you can register an account online by following the below steps:

  1. Click the Login/Register button at the top of your screen.
  2. Select “Register” at the top of the modal.
  3. On the Registration form, enter your Email Address and complete all other required fields. Leave the Tasteful Rewards Card # field empty, and we will assign you a card number upon registration.
  4. Click the “Create New Account” button.
  5. You’ve now created an account online and enrolled in the Tasteful Rewards program. A card number has been assigned to you, which you can find on this page.

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. You must be logged in to your account in order to view Tasteful Rewards weekly special pricing online.

Can I redeem my Tasteful Rewards personalized promotions/rewards online?

Yes! With our new heinens.com online shopping experience, you can now view and redeem personalized rewards and promotions online. To view the personalized offers that are available to you online, login to your account and visit this page. Offers will be automatically applied to qualifying orders.

We do still offer certain promotions that are only redeemable in-store, so be sure to also stop in to take full advantage of all of your rewards.

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.

How do I view any credits in my account?

To view available credits, visit this page within your account. Credits showing on your account will be automatically applied to your next order.

What payment methods are accepted?

  • All major U.S. credit and debit cards, Android Pay and Apple Pay.
  • Heinen’s gift cards, cash, and checks are NOT accepted.

How do I get a receipt for my purchase?

Itemized receipts will be emailed to you after your order has been completed.

What if a product is out of stock when the Instacart Personal Shopper gets to the store?

  • If an item is out of stock, your Personal Shopper will contact you before they check out to ask about a replacement. If you do not get a replacement, the item is refunded.
  • You will have an option when ordering to indicate whether you wish to have an item replaced in the event it is out of stock at the store. On the shopping cart page, check or uncheck the “Allow Substitutions” checkbox to indicate whether an item can be replaced if out of stock.

What if an item is not available on the Instacart website?

  • If you are looking to purchase a product that is not on our 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.
  • Alcohol is not available for online purchases.

Can a customer get a Heinen’s raincheck for an online order?

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?

When you are placing your order online, you will see a section titled “Delivery Instructions” on the checkout screen. In this section, select the checkbox “Leave my order at my door” if you would like contactless delivery or if you will not be home at time of delivery. By selecting this option, you accept full responsibility for your order after it has been delivered unattended, including any loss due to theft or damage due to temperature sensitivity.

Is there an age requirement for accepting the delivery?

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

Can I link my Heinen’s account to my Instacart account?

Yes! If you have an Instacart account, you can access your Instacart information to help improve your shopping experience with Heinen’s. You’ll have access to your Instacart:

  • Express Membership — Free deliveries over $35!
  • Saved Credit Cards
  • Delivery Addresses
  • Order History from Heinen’s
  • To link your account, visit this page and then click the “Import Account Info” button.

Can I make changes to a submitted order?

You can make changes to your order at any time before a shopper begins picking your order. In the Order Confirmation email you received, click the “View Order Details” link. At the top of the Order Details page, you will see a “Modify Order” button if you are still eligible to make updates. After clicking the Modify Order button, you can add, remove, and edit items in your order. An indicator will display at the top of your screen letting you know that you are modifying an order. Once you’ve made your updates, you will need to go through the checkout flow again, but this does not mean you are submitting a new order – this simply means you are submitting the updates to your order.

Can I cancel a submitted order?

You can cancel your order at any time before a shopper begins picking your order. In the Order Confirmation email you received, click the “View Order Details” link. If a shopper has not started picking your order, you will see a “Cancel Order” option at the top of your Order Details page.

What do I when I arrive at the store to pick up my order?

If you provided a mobile phone number when placing your order, you will receive a text message when your order is ready for pickup. This text message will include the following:

  • A link with instructions on where to park at the store
  • A link to a page with options to notify the store you are on your way and/or notify the store you have arrived

Once at the store, an associate will bring your order to your car.

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

For help with your account including any issues with logging in or creating an account, please contact Heinen’s Customer Relations at 1-855-475-2300 Ext. 2337 or send us a message using this form.

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