Q) Can I edit items in my order?

Yes, up until we begin to process your order. Once the status of your order changes from “Placed” to “Items Picked And Ready For POS”, you cannot make any changes. We are unable to add items to your order for you.

To add items or remove items from your order before the status changes:

  • Open the Freshop app
  • Click More
  • Click into your order
  • Click View List Items
  • Click Add items to this order

Q) can I change my order from delivery to pick up

No. Once you’ve placed your order, you cannot change how you will receive your order.

Q) I’ve placed two orders, can I combine them?

No. We’re unable to combine multiple orders into one.

Q) I was given the wrong item, can I get return the item?

Yes. To process a refund, or make us aware of any issues with your order, please email info@fosters.ky with your:

  • Order number
  • Photos of the front and back of your receipt
  • Photos of the items in question

    Q) I was charged for an item, but I did not receive it

    If you were charged for an item, but you did not receive it, please email info@fosters.ky with:

    • Order number
    • Photos of the front and back of your receipt
    • Let us know which items you were charged for that you did not receive

      Q) I was overcharged for an item, how do I request a refund?

      Yes. To process a refund, or make us aware of any issues with your order, please email info@fosters.ky with your:

      • Order number
      • Photos of the front and back of your receipt
      • Photos of the items in question

        Q) How are weighted items chosen?

        For produce, deli, seafood and meat items that are priced by the pound, we’ll select the items that most closely match the weight you wish to purchase.

        Q) How do you choose a substitute?

        If an item you’ve added to your order is unavailable at the time your order was picked, we’ll choose a substitute for you (provided you’ve told us to). When we choose a substitute, we’ll pick based on the information you’ve given us – best comparable, same brand, etc., or any notes on the specific item.

        Sometimes though, it can be quite challenging to select an alternative. In these instances, a best comparable cannot be chosen. For example, if you add Organic Roasted Garlic Tomato Sauce to your order, but we only have a non-organic Tomato Basil sauce available, we will not substitute this item. However, if you order Bounty Select-A-Size paper towel, and we only have Bounty Singles in stock, we will substitute this item for you.

        The more details you give us about your preferences, the more information our picking team has to make a decision on your behalf.

        Q) How can I help you make decisions for me when picking my order?

        When you add an item to your cart, you have two ways to help us choose the best substitutions possible for you.

        1. Let us know your preferences in the notes section of each item. For example, if you order local cucumber, but any type of cucumber will do, simply say “Any type of cucumber will do if local is unavailable”.
        2. Select the substitution type from the dropdown box. You can choose between options like “Best Comparable”, “Same Brand”, “Same Price”, etc.

        The more details you give us about your preferences, the more information our picking team has to make a decision on your behalf.

        Q) My delivery is late, what do I do?

        Deliveries are done within a time window chosen at checkout. If your order has not arrived in the time window outlined on your confirmation email, please call us at 945-4748.

        Q) I need to cancel my order, how do I do that?

        If your order is still in the “Placed” status, and has not been processed, you can cancel your order free of charge by:

        • Open the Freshop app
        • Click More
        • Click into your order
        • Click Cancel Order

        If your order has moved to the “Items Picked And Ready For POS” status, you are unable to cancel your order free of charge. You will need to contact the store from which you ordered from directly at 945-3663 and ask to the speak to a member of the Online Shopping Team.

        Q) Can I place the same order each week?

        Yes, you’re able to repeat a previous order, or build a new order from a previous order.

        To do this:

        • Open the Freshop app
        • Click More
        • Click Reorder
        • Click either Recent Products or Past Orders
        • Follow the prompts on the screen