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FAQ

 

Online Shopping Tutorials

Try our FAQs below or watch our helpful step-by-step videos if you are having trouble or have questions about your order.

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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. If you already have a Something Extra loyalty number or card, be sure to select the “Already have a Something Extra number?” option and enter your 8-12 digit loyalty number that you enter at checkout in-stores.

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 or address.

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

Is there a fee for shopping online?

There is no Personal Shopper Service Fee for your first three orders or any order over $100. After that, a $5.95 Service 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 will vary by location. There is no charge for pickup orders, only the Service 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 and Delivery hours vary by location. Visit our Store Locator webpage for a complete list of hours by store.

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

Time slots are on a first come, first serve basis. Due to current demand, we recommend placing your order 48 hours in advance. If there are no time slots available for the day or time you want, that means the time slots are full. Orders can currently be placed up to 13 days in advance.

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 & Substitutions” 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 receive personalized service and quality items. 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.

Product substitutions are enabled by default and your personal shopper may or may not contact you prior to substituting an item. If you do not want substitutions, log into shop.raleys.com, click on your name at the top of the page, and then “My Profile” to access the “Substitutions Preferences” settings.

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

Currently, due to a high volume of online orders, we are unable to contact customers during fulfillment regarding out of stocks and substitutions. We apologize for any inconvenience.

Why are there missing items from my order?

Based on supply and demand, our inventory levels in-store are constantly fluctuating. Whether we are able to fulfill your order with or without substitutions depends on that day’s inventory levels, not the stock on hand at the time your order is placed online. We are working closely with our suppliers to improve in-stock conditions, which have been impacted by unprecedented demand. We hope to be able to completely fulfill all online orders soon.

What if I'm unhappy with my substituted items?

Due to increased demand and low inventory of certain items, your Personal Shopper may substitute an item you ordered with the next best option available. Product substitutions are enabled by default for all items in your order. If you’d prefer to not receive substitutions for select items on future orders, visit the ‘Substitutions Preferences’ page within ‘My Profile’ on shop.raleys.com to adjust your settings.

I’m having difficulty placing my delivery order on the checkout page.

If the Place Order button is grayed-out and cannot be clicked, try the following steps:
1) Click “Edit” next to your delivery address. Confirm entire address is correct, then click “Save” at the bottom of the section to collapse it. Then select “Save” again.
2) The delivery timeslot dates and times should then open. Select your timeslot.
3) Once your timeslot is selected, the Payment Method should open up where you can select “Add Card” to enter your payment information.
4) Once all 3 fields are completed, the Place Order button will turn black and allow you to click it to finalize your order.

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. If the store has already begun processing your order, you will receive an error message. However, please note that if you choose to modify your order, you may lose your original pick-up or delivery window and be asked to select a replacement time slot, which could be further out and cause a delay in receiving your items.

To continue with modifying your order, log into shop.raleys.com, click on your name in the top right, select “Order History” and click “View” next to the order you wish to modify. Select “Modify Order” at the top of your order summary to begin the modification process of editing your order and checking out again. Your last order will be voided and replaced with the modified version.

If you have additional items you would like to purchase and do not want to risk losing your current time slot, you may place a second order. This will allow you to keep the delivery date for your original order. However, additional fees, including Personal Shopper Service Fees and/or delivery fees, may apply to the second order.

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. If the order was paid online, please allow 3-5 business days for the card issuer to remove the pre-authorization charge.

How do I shop $5 Monday online?

On Mondays, our $5 Monday items display a “$5 Day” icon in the upper right-hand corner.

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?

Offers that are ‘clipped’ online will be applied once the order is processed in-store but may not display in your cart during online checkout. Select Something Extra coupons may include an online promo code which you can apply to your online order by selecting the ‘Add a promo code’ button during online checkout.

Offers that are mailed to you are accepted in-store by scanning the barcode on the coupon. Unfortunately, we are not able to accept printed offers for online orders at this time.

How do I apply promo codes to my online order?

To apply a promo code to your online order, select the “Add a promo code” button during checkout. A pop-up window will appear where you can submit your promo code.

Can I order alcohol when shopping online?

Alcohol and other age-restricted items are available for pickup and delivery in select locations. Orders containing alcohol require a valid government-issued photo I.D. and acceptance and/or signature by 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” where you can change settings like your Substitution Preferences, Delivery Addresses, Contact Info, Password, etc. Be sure to select “Save Changes” before exiting.

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. You will not be charged for out-of-stock items. Please refer to the receipt that comes with your completed order to see what your final charge will be for that order. 

Final prices for Raley’s online grocery items will be the same prices that are offered in the physical store in which your items are packed for pickup or delivery. If an item’s price changes between the date you place your order online and your selected delivery or pickup day, you will be charged the price that is applicable on your actual pickup or delivery date. Please be aware that this price may be higher than the estimated price shown on your online order confirmation. Raley’s may also increase or decrease the price of your order based on any additions, subtractions, or modifications you make to your order. If you have chosen to allow substitutions for your order, and substitutions are made, you will be charged the price of the lower-priced item.  

Your applicable Something Extra offers may not display online during checkout but will be applied and reflected on the final receipt once the store processes your order.

Can EBT be used with an online order?

Yes, EBT can be used on pickup orders only. Please select the “cash or debit at pickup” option when ordering online and add a note to your order mentioning “EBT” so the store is aware. Additionally, you will need to go inside the store upon arrival to finish the transaction.

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.

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 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 hours vary by location. Visit our Store Locator webpage for a complete list of hours by store.

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 varies by location. Fees are subject to change.

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

Is there a minimum order amount?

No. However, the $5.95 Personal Shopper Service Fee is waived on orders greater than $100.

What is the timing of the delivery?

Delivery time slots are on a first come, first serve basis and may vary by location. Due to current demand, we recommend placing your order at least 48 hours in advance. Click “Reserve a Time Slot” to see the soonest available time slots for delivery. If there are no time slots available for the day or time you want, that means the time slots are full. 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. After 30 minutes, it will time out and you will need to re-select your time slot before checking out.

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

Yes. In order to complete the order, someone must be present to accept and/or sign for delivery or pickup orders. If your order contains alcoholic beverages, tobacco, and/or other age-restricted products, someone over the required age minimum must be present to accept and/or sign for delivery or pickup. .

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. All delivery orders have a default tip of 2%, but you have the opportunity to adjust the tip amount for your driver during online checkout for delivery orders.

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 acceptance and/or 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.

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 pickup sign (or the phone number listed in your Order Confirmation email) 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.

How will I know when my order is ready?

When you place your order, you will select a 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 personal shoppers are not able to accept tips.

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.

COVID-19


Why are their limited or no paper products available on your site?

Based on limited inventory, we have removed paper products from our online shopping service at this time. We are currently not getting enough product to support the demand, but we are working closely with our suppliers to increase inventory as soon as possible. Once that happens, we will add paper products back into our online shopping service. In the meantime, feel free to leave a note on your order requesting those items to be added to your order, if available.

How can I use my printed Something Extra product offers that I received in the mail?

Offers that are mailed to you are accepted in-store by scanning the barcode on the coupon. Unfortunately, we are not able to accept printed offers for online orders at this time. We realize many customers are not shopping in-store currently, so our stores will accept any coupons with an expiration date of June 16, 2020 through September 30, 2020.

Can I apply my printed Something Extra Reward Dollars to my online order?

To redeem your printed SE Rewards Dollars on an online order, please leave a note in the “Notes” section during online checkout indicating that you’d like your SE Rewards Dollars applied to your order. You won’t see the discount reflected during checkout online, but it will apply once the store processes your order.

Why is my order delayed?

We are sorry for any inconvenience that our extended delivery times and windows may cause during this time. Please be assured we are doing everything we can to get our customers what they need in the fastest time possible. We appreciate your patience as we work through these unprecedented times together.

Is a signature still required for pickup or delivery?

Delivery orders are now contactfree; however, pickup orders paid online still require a signature upon pickup at store.

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.


Last updated 4/16/20

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