Questions and Answers
How It Works
Pickup is our online ordering service. Simply shop online for the products you need and pick up your order at the store you choose! Our associates will even bring out your purchases and load them into your car. Start your pickup order here.
Start by signing in to your digital account. We have auto selected a method for you to receive your groceries. If it is not already Pickup and the store you want, then enter the zip code where you want to get your groceries. Next, select Change Store next to the Pickup method. Select the store where you’d like to pick up your order, then start shopping.
Once you’re ready to check out, start by going to your cart. Once you are in the checkout flow, you will be asked to schedule your Pickup order by selecting a timeslot.
From your cart, proceed to checkout. Here you’ll add your payment information. (At this time, we can only accept credit or debit cards – no cash, check, gift cards or government benefits, including WIC and SNAP). You’ll see an estimated total in checkout. This estimated total will be used by your bank or financial institution as a hold on your account for 3 to 7 business days. The final price may change due to coupons, substitutions, taxes (if applicable), or weighted items. Please bring the form of payment you used online to pick up your order, as well as a backup credit or debit card. You’ll also need to bring a government-issued ID if your order contains alcohol.
Your time slot is a one-hour window in which you can arrive to pick up your groceries. (TIP: Arrive in the middle of your time slot to beat the rush!) Typical Pickup hours are from 7am to 9pm, seven days a week. Some hours may vary by location. Check local store listing for details.
If you're unable to pick up your order on the scheduled date, the items in your order will be restocked in the store, and you'll need to place your order again.
When you arrive at your store, follow the signs to the Pickup area and park in one of the marked spaces. Next, call the number on the sign to let the Pickup associates know you’ve arrived. (TIP: If you’re using the app, turn location services on. Our associates will automatically be notified when you’ve arrived!) An associate will bring your order out and load it into your vehicle, then you can be on your way!
You can schedule a time slot up to seven days in advance.
Yes, another person can get your Pickup order for you. They just need to provide a valid ID for any age-restricted items.
There is typically a service fee, but it has been waived during this time to make it easier to get the groceries you need.
While the gesture is appreciated, our associates do not accept tips.
Your Pickup associate will carefully check your order to ensure that all items are included. If you have a question about your order once you unpack your items, please contact us at 1-800-576-4377, Monday through Friday, 8am to Midnight EST, and Saturday and Sunday, 8am to 9:30pm EST.
At this time, prescriptions cannot be added to Pickup orders. However, we are working to add this capability in the future.
Unfortunately, we’re not able to provide Pickup at all our stores currently, but we’re always evaluating new locations. We do our best to inform customers if and when new locations become available.
We recognize that privacy is very important to our customers, and we pledge to protect the security and privacy of any personal information they provide. This includes customers' names, addresses, telephone numbers, email addresses, credit/debit cards and checking account information, and any information that can be linked to an individual. We collect and securely stores this personal information. We will not sell, trade or rent your personal information to outside companies or marketing firms.
Pickup Products and Pricing
We sure do! Digital coupons can be loaded to your Shopper's Card and are automatically applied to your order. Coupon discounts are applied at the time of pickup.
For Pickup orders, paper coupons can only be applied in-person at time of pickup and this may increase your pickup time. At this time, paper coupons can only be used at Kroger Co. family of stores pickup locations. (TIP: Use digital coupons for the quickest Pickup experience.)
You can shop for over 70,000 items across the entire store! And we’re adding more products all the time.
While some items are currently only available in-store, we’re always looking to expand our online product offerings.
For weighted items, such as produce, deli, meat and seafood, our associates will choose the items that most closely match what you’ve ordered, down to the weight or count.
If you have special instructions (like ripe avocados), please feel free to note them when you go to checkout.
Quality is our top priority. Rest assured that Pickup associates will hand-select produce, meat and seafood items with great care. And remember, we’ll follow any special instructions you leave to make sure we get it right!
Perishable items like meat and produce are selected by associates shortly before your scheduled pickup time. Your items will be stored for maximum freshness, including refrigeration for items that require it.
Online prices reflect the in-store price on the day you place your order. Some prices may change between the time you place your order, and the time you pick it up. The exact price of each item will be printed on your receipt. If you have a concern about a specific price, please bring it to your Pickup associate's attention.
When you place an order, your bank or financial institution puts an authorization hold on your card to confirm the card is valid. The hold amount is for the estimated total you see on your order confirmation. Depending on your bank or financial institution, the hold should be released in 3 to 7 business days. For more information regarding this hold, please contact your bank or financial institution.
Item Issues or Refunds
While we strive to keep all items in stock, an item you’ve selected may occasionally become unavailable. Our Pickup associates are trained to make satisfactory substitutions for out-of-stock items that are as close as possible to your original request.
When you place your order online, you can indicate whether you’d like to allow substitutions. If a substitution is necessary, we’ll follow the steps below to fill your order as best we can. Here’s how it works:
- If the same type of out-of-stock item is available in a larger quantity, your order will be upgraded to the larger item.
- If a larger quantity isn’t available but the same brand and item is available in different packaging (like boxed sugar instead of bagged sugar), that item will be substituted.
- If the same brand isn’t available, the same type of item from a different brand may be substituted.
- Any special dietary items (gluten-free, sugar-free, lactose-free, vegan) will always be substituted with items that meet the same dietary requirements.
When your Pickup associate greets you, he or she will review any substitutions they’ve made. If you aren’t satisfied with these choices, you may refuse these items before your order is completed and loaded into your car.
If you receive substitutes and are unsatisfied with them upon returning home, you’re welcome to return them to a store at any time for a full refund.
Changing or Cancelling Orders
If you’d like to cancel a pending order, please sign in and visit “My Purchases.” Select the order you’d like to cancel and choose “Cancel.”
If you have trouble canceling an order, please contact Customer Service at 1-800-576-4377, Monday through Friday, 8am to Midnight EST, and Saturday and Sunday, 8am to 9:30pm EST.
Once you place your order you cannot change your pickup time or location.
If you’ve placed an order for next-day Pickup, you can add or edit items until Midnight of the day before your scheduled pickup. Visit “My Purchases” to modify your order – we’ll email an order status update shortly after. (TIP: If you submit changes to your order, wait a few minutes before making any additional changes.)
Once you submit an order for same-day Pickup, you can no longer make changes to it. If you forgot an item or need to make changes, you can cancel your order and place it again, but you may lose your reserved time slot.
Log in to your digital account and visit “My Purchases” to review your order history.