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FAQ

Answers to Your Questions About Shopping Online

General


How do I log in?

Log in with your Something Extra email and password. If you do not have a Something Extra account with password, start here.


How do I know if my store offers pickup or delivery?

When you select your home store, look for the words “Pickup” or “Delivery” in the store details. If your store does not offer online shopping, you can still browse and create an in-store list. Item price and availability may vary by location.

Delivery is currently available in select zip codes. To see if your zip code is eligible for delivery, visit our online shopping page, click the preference bar along the top-left, change your setting to “Delivery,” and enter your zip code.

For more information about how pickup and delivery works, click here.


Is there a fee for shopping online?

There is no Personal Shopper Fee for your first three orders or any order over $100. After that, a $5.95 Personal Shopper Fee applies to all orders under $100.

All customers will receive free delivery on their first delivery order. After that, the delivery fee for participating zip codes is just $5.00 per order (a $15.00 value). There is no charge for pickup orders, only the Personal Shopper Fee, if applicable. Fees are subject to change.


Does Raley's have a mobile app?

Yes. You can find our free Raley’s app in the Apple and Google Play stores. Raley’s also has a free Raley’s Pharmacy app for refilling prescriptions.


Do I still earn Something Extra Points when I shop online? Are my Something Extra offers applied?

Yes. Your Something Extra points will be added to your account once your order is picked up. Any clipped/accepted digital Something Extra offers will also apply and appear on receipt at pickup. To use your digital Something Extra rewards and/or offers with online shopping, you need to be signed up to receive your offers via email. Online orders are not compatible with paper Something Extra rewards and offers at this time. To receive your Something Extra offers and rewards via email, log into your Something Extra account on raleys.com and visit the “Manage My Account” section where you can change your communication preferences to “email.”


What are the pickup and delivery hours?

Pickup: Daily from 9:00am – 8:00pm.
Delivery: Daily from 10:00am – 8:00pm.

Online shopping holiday hours:
Thanksgiving: Pickup 9:00am – 12:00pm; Delivery 10:00am – 1:00pm
Christmas Eve: Pickup 8:00am – 4:00pm; Delivery 10:00am – 4:00pm
Christmas Day: Closed
New Year’s Eve: Normal Hours of Operation
New Year’s Day: Normal Hours of Operation


Why can't I find the time slot I need?

Time slots are on a first come, first serve basis and are available 2.5 hours ahead of

the time you place your order. If there are no time slots available for the time you want, that means the time slots are full. We recommend placing your order well in advance so you can secure the time slot you need.


How do I make a list in online shopping?

After logging into your account on our shopping page, click on your name in the top

right-hand corner to access your shopping lists and order history. To create a new list or add an item to a current list, just click on the heart icon next to any product to create or add to a “Save for Later” list.


Where can I find items that I have purchased before?

You can find items you have bought before using our “Previously Purchased” filter or accessing your “Order History” by clicking on your name in the top right-hand corner.


How do I leave a note on my order?

You can leave a note for your personal shopper on specific items and/or your entire order. To leave notes on an item using your desktop, click “Add a Note” under the item (in the cart) or at checkout. When reviewing your order in our mobile app, you can press the three dots on the top right-hand corner to open the notes section.


How can I ensure that my personal shopper selects the item I want?

Our trained personal shoppers will hand-select your online order to ensure that you always receive personalized service and healthy, high-quality food. By leaving a note on your order (see above), you can give directions to your shopper about each item. For example, if you like your bananas on the green side or want your avocados ripe enough to eat that day, let us know and we’ll shop according to your preferences.


How do I know how many pounds of an item to order?

Visit our cheat sheet here. You can also leave notes for your personal shopper on how many of an item you want.


What if my store is out of an item that I have ordered?

In the event that an item you have ordered is not available, a personal shopper will call you to okay a substitution before adding it to your cart. Please make sure we have your current phone number on file.


I've already placed my order, but I need to change something. Can I modify it?

You can modify any order you’ve placed as long as the store has not started processing your order. However, please note that if you modify your order on a different day than the original day the order was placed, prices may change in your cart.

To continue with modifying your order, click on your name in the top right, select “Order History” and then “Modify Order” where you will be asked to complete the checkout process again. Your last order will be voided and replaced with the modified version. If the store has already begun to pick your order, you can call the store to request a change and they will do their best to accommodate your request.


How do I cancel my order?

As long as the store has not started processing your order, you can cancel it by visiting your “Order History” and canceling the appropriate order. If you are unable to do so, please call the store directly and they will cancel your order for you.


How do I shop $5 Monday online?

$5 Monday items are displayed on products via the “$5 Day” badge.


Where can I find ingredients or nutritional info for items?

To view a product’s ingredients and nutritional information, select the product and scroll down to see available tabs, such as “May We Suggest,” “Ingredients,” and “Nutrition Information.”


Can I use coupons when shopping online?

We do not currently accept paper coupons through online shopping, but you can use our “More For You” digital offers in the “Offers & Coupons” section. To receive your Something Extra offers and rewards digitally, log into your Something Extra account on raleys.com and change your communication preferences to “email” within the “Manage My Account” section.


Can I order alcohol when shopping online?

Alcohol and other age-restricted items are available for delivery in select locations. Orders containing alcohol require a valid government-issued photo I.D. and signature from someone 21 or older.


How do I update my account information?

While logged in, click on your name in the upper right-hand corner to select “My Profile.” Once on the Profile page, you can change your contact information, such as email and phone number. Be sure to select “Save Changes” before exiting. To change other details on your Something Extra rewards account, such as communication preferences or to join the Birthday Club, log into your Something Extra account on raleys.com and visit the “Manage My Account” section.


Still Need Help?

For questions or comments about online shopping or help resolving a problem with your order, please contact the Raley’s Service Center at (800) 925-9989 or chat with a representative now.


Delivery


What region does the delivery option cover?

Online shopping delivery is currently only available in select zip codes in California and Nevada. Orders are hand-picked by our specially trained personal shoppers and delivered by FoodJets, a third-party delivery service.

To see if your zip code is eligible for delivery, visit raleys.com and go to “Shop Online.” Once on the shopping page, click the preference bar along the top-left, change your setting to “Delivery,” and enter your zip code.


Does Raley's have plans to expand delivery options?

Yes, Raley’s is committed to expanding our delivery service and new eligible zip codes are being added often. As always, our trained personal shoppers will hand-select your delivery order to ensure that you always receive personalized service and healthy, high-quality food.


What are the delivery hours?

Delivery is available daily from 10:00am – 8:00pm.

Online shopping holiday hours:
Thanksgiving: 9:00am – 12:00pm
Christmas Eve: 8:00am – 6:00pm
Christmas Day: Closed
New Year’s Eve: Normal hours of operation
New Year’s Day: Normal hours of operation


How much does delivery cost?

All customers will receive free delivery on their first delivery order. After that, the delivery fee for participating zip codes is just $5.00 per order (a $15.00 value). Fees are subject to change.

Note: Personal Shopper Fees may apply. There is no Personal Shopper Fee for your first three online orders or any orders totaling $100.00 or more. All other orders under $100 have a Personal Shopper Fee of $5.95. Fees are subject to change.


Is there a minimum order amount?

No. However, the $5.95 picking fee is waived on orders greater than $100.

What is the timing of the delivery? 

Orders must be placed at least two hours in advance and will be delivered within a 30-minute window selected by the customer. Click “Reserve a Time Slot” to see the soonest available time slots for delivery. Once your delivery order is placed, you will receive a text notification informing you that your delivery is on its way.

How do I pay for my delivery order? 

All delivery orders must be paid online during checkout. We accept Visa, MasterCard, Discover and American Express credit cards, and debit cards that have a Visa or MasterCard logo.


Can I reserve my delivery time before I begin shopping?

You can select your delivery window at any time while placing your order by clicking “Reserve a Time Slot” from the preference bar in the upper left-hand corner. TIP: It’s wise to reserve your preferred delivery window after you sign in but before you start your order. The window will be held for 30 minutes while you place your online delivery order.


Do I need to be present at the time of delivery?

Yes. In order to complete the order, we will need a signature acknowledging that you received the order.


Can I place a delivery order for someone else?

Yes. You will need to use the delivery address of the person you are ordering for when you complete your order details on our website.


Can I tip my driver?

Tipping is optional. Drivers are allowed to accept tips, but customers are not obligated to tip delivery drivers.


Are bags used for my order?

Most items (depending upon size) will be packaged in paper bags and sealed with a Raley’s sticker. We encourage you to reuse these bags whenever you visit a retail store. Bag fees may apply.


Can I order alcohol for delivery?

Alcohol and other age-restricted items are available for delivery in select locations. Orders containing alcohol require a valid government-issued photo I.D. and signature from someone 21 or older.


Still Need Help?

For questions or comments about online shopping or help resolving a problem with your order, please contact the Raley’s Service Center at (800) 925-9989 or chat with a representative now.


Pick-up


Where do I go to pick up my order?

Park in one of our parking spots specially reserved for online shoppers. When you arrive, text or call the number on the sign near your spot and your personal shopper will bring your groceries to you.


What are the pickup hours?

Pick-up is available daily from 9:00am – 8:00pm.

 

Online shopping holiday hours:
Thanksgiving: 9:00am – 12:00pm
Christmas Eve: 8:00am – 6:00pm
Christmas Day: Closed
New Year’s Eve: Normal hours of operation
New Year’s Day: Normal hours of operation


How will I know when my order is ready?

When you place your order, you will select a half-hour time slot during which your order can be picked up.


What if I arrive after my assigned time slot?

We will store your items appropriately until you can come for your order. If you are going to miss your pickup window, simply call the store and they will arrange for alternate pickup times. The store will hold your order for up to 24 hours for another pickup time.


How are my items stored before pickup?

Items that require refrigeration are stored accordingly until you are ready to pick up your order.


What if I need to go inside to shop for extra items at pickup?

No problem. You can shop for your items, then let someone at our personal shopper desk know that you are ready to have your order brought to your car.


Do I have to go inside the store to pay?

For store pickup orders, you can pay online or upon pickup inside the store or at your car. Delivery orders must be paid online in advance.


Can I tip my personal shopper?

Our shoppers are not able to accept tips. However, we do send out feedback surveys in which you can recognize your shopper.


Why is my order total different than online?

Orders paid online will incur a pre-authorization charge of 15% above the order total at checkout due to weighted items, potential substitutions, and available offers. Once the order is picked up or delivered, the final total will be charged to the card and the card issuer will remove the pre-authorization amount within three to five business days.

Your applicable Something Extra offers do not display online in the product prices, but will be applied and reflected on the final receipt once the store processes your order.

Still Need Help?

For questions or comments about online shopping or help resolving a problem with your order, please contact the Raley’s Service Center at (800) 925-9989 or chat with a representative now.