First time ordering groceries for curbside pickup?

Do I have to be a member to set up an account?

Yes, only Community Food Co-op member-owners can use the account feature. Non-member-owners and members of other food co-ops can use the "guest" checkout. Learn about joining the Co-op here.

I'm a Community Food Co-op member-owner, how do I create/login to my account?

Follow these instructions to set up your online account.

Click on the button on the top right corner. You will be redirected to a screen asking for your email, phone number, or account number and your password, but you have to setup your account first. Under the big green Login button you'll see "Already a customer at our store"? Click on the green "Setup Online Account" link and follow the instructions. You will then receive an email, call, or text to verify your information based on what option you choose from the drop down menu.

If you are a current Co+op Curbside customer or have supplied us with your email address, try using your email first. If your contact information is outdated, you might not be able to access your account. Please use the guest checkout feature until we can update your information. You can email webcart@communityfood.coop to update your contact information.

We'll update your information as soon as possible, but most memberships are updated within 24 hours.

Can others in my household use my membership to create an account?

We cannot provide log-in information to anyone except the person named on the membership, and only one account can be created per membership. If you would like someone in your household to be able to use this feature, you will have to give them your log-in information. The primary membership holder is liable for any orders placed by a household member using the membership.

What are the benefits of creating an account?

Account holders will be able to create shopping lists, make changes to their membership, see past purchases, and access other convenient features.

What if my email/phone number doesn't work and I can't access my account?

Use the guest checkout for your first order. Include your member number in the Order Instructions box under your total during checkout. You can email orders@communityfood.coop to update your contact information.

Can I pay online?

Yes, it's required to use our curbside service. Pay online using a credit card or debit card that can be used as a credit card. All customers must pay online unless they are using EBT/SNAP benefits.

Do you keep my credit card information in my account?

You need to enter your payment information each time you check out.

Can I choose to pay in the store if I want to use cash or check?

The service we are providing is set up to be no-contact. If you would prefer to pay with cash or check, we ask you to shop in the store and skip the curbside order. Our curbside checkout register does not have cash and we only accept EBT cards for in-store payment.

How do I use my EBT/SNAP benefits?

Due to legal restrictions, EBT cardholders will have to select the "pay in store" option during checkout. We cannot accept EBT payment over the phone or online. If EBT doesn't cover all of your purchases, you can use a credit/debit card to complete the sale. We cannot accept cash or checks at our curbside checkout register.

If you are EBT and high risk, please choose the Forest Street location for pickup. This location provides the lowest chance of contact with anyone outside the curbside team cashier. After payment, return to your vehicle and we'll bring your groceries to your car.

There is a pending charge on my credit card but I never got confirmation for my order, what's up with that?

You must complete the checkout process in order for us to fill your order. After submitting your payment information, you have to confirm your order for it to be submitted and filled. If you skip that step, a pending charge will be added to your credit card, but we will not be able to fill your order because it won't be sent to us unless you confirm your order after payment. If this happens, your credit card will not be charged, but it may take several days for the pending charge to be cleared. Please call your bank/lender if you have questions about pending charges and your banking/credit account.

If you don't see a screen with a large bar code after ordering and you don't get a confirmation email, you should check to make sure you've completed the order process. Note that if you pay but never submit, the pending charge will stay on your credit card until you cancel the order or finish submitting it. We cannot remove these charges from your card.

Can I pay using a Co-op gift card?

Not at this time, but we are working on adding gift card purchases and redemption through our online grocery store.

Why was my card charged twice?

When you submit your order, a pending charge is automatically charged to your credit card to hold the funds until we complete your transaction. After we have completed your order, the pending charge will be voided by your bank. This can take up to five days depending on your bank's policies.

Is everything you sell available online?

Not at this time. You are able to purchase the majority of items available at both Community Food Co-op store locations with the exception of:

• CBD/Hemp products
• Bulk herbs and spices
• Garden Center items
• Fresh Seafood (with the exception of some varieties of salmon)

CBD/Hemp products are federally regulated and we cannot sell them online. The other items we hope to add as we further develop our curbside program.

Can I purchase beer/wine/alcohol?

Yes, we now offer a selection of beer, wine, and spirits via our curbside store.

The person whose name is on the order must be present at pick-up. We require customers of any age show us your federally issued ID when picking up your order if you have ordered alcohol/beer/wine. Please do this through your closed window. We will not load your groceries until we've seen your ID.

Can I add something to my cart if I can't find it in the online store?

Yes! You will find a green "Can't Find Something" button in your cart. This will enable you to order items that you can't find through the search function or in the drop down menus.

Keep in mind that the total for that item will not be added to your preliminary total and if we are able to add the item you are looking for to your order, you will have to pay for that item - we are not accepting returns through curbside or in the stores. Note that if you ask for an item that is listed as being generally unavailable through our online store (like fresh seafood or garden center items), we most likely will be unable to add these items to your order, but it never hurts to ask.

If you are out of stock on something I want, can you make a substitution?

Yes. During checkout, click the box to allow substitutions under each item and then click on the "Add Item Instructions" field and tell us what you want the subbed item to be. If you do not indicate what product you'd like us to sub, we will not fulfill the substitution request.

Why do some produce items ask me for quantity instead of weight?

Many produce items that are weighed have to be listed in our store with a "by the each" price, which is the per pound price averaged out. When we ring up these items, the price per pound will be applied based on the actual weight of the item. If you prefer to order these items by the pound rather than quantity, you can let us know the weight desired in the "Add Item Instructions" field for that item in your cart.

What if I want more of a weighed item than the drop down menu provides me an option to order?

Use the Item Instructions box to let us know the actual weight you'd like to order. We will do our best to accommodate your request.

Will you grind coffee beans for me?

Of course! Just let us know what grind you are looking for in the "Add Item Instructions" field for that item in your cart. If you don't let us know what grind you'd like, we'll sell you whole beans.

Will I be able to tell if you are out of stock on an item?

Not at this time.

Can I use any browser?

Yes, although older versions of Safari on iPhones can be problematic. It is best to place your order using a computer or tablet the first couple times you use the system to familiarize yourself. It can be very difficult for us to help problem-solve if you are using a phone to place your order.

We are unable to provide technical support for issues that customers may be having with their computers. If you run into issues, try using a different browser, check to see if your VPN/anti-virus is interfering, and/or check if you are using a current version of your browser and/or operating system.

Is there a limit (or a minimum) on how many items I can order?

You can order as many items as you like! There is a minimum $35 purchase required.

Will I know how much I'm spending?

Yes. All items have current prices displayed. If you are purchasing weighed items, your shopping cart will include a preliminary total that will be updated when we finalize your order. Your credit card will only be charged for the final amount, although the preliminary total will show up on your card statement as "pending". It will be removed by your credit card company based on their policies, usually within 1-3 days.

What about sale prices?

The price you pay will be the shelf price the day we shop for your order.

Check sale dates on our website, but generally:

• Fresh Deals are updated every Wednesday.
• Co+op Deals are typically updated on the Wednesday closest to the first and fifteenth of each month, with the exception of a three-week sale period once each quarter.

How do I use a coupon?

This is where it gets a little tricky. If we have a Co+op Deals in-store coupon for an item, we'll automatically apply that to your order. If you have a manufacturer or some other coupon at home, at this time we cannot accept them. We are hoping to accept a wider variety of coupons as we develop the program.

Periodic specials, such as our annual Wellness Department and our Bulk Coffee sales, will only be applied to orders that are scheduled for pickup during the active sale period. You can place your order before the sale starts (we always give advance notice), but for the sale prices or discounts to be applied you have to pick up your order during the active sale period.

Our member-owner volume discount coupon is the exception. If it is a qualifying month for the coupon and you haven't used it yet, write "member coupon" in the Order Instructions box in your cart and we'll apply the appropriate discount based on your order total. Please remember that this coupon is only redeemable once for each membership/household and can only be used on orders placed and picked up during a redemption month, so it's best to use it on what you anticipate being your largest order of the month (in dollars).

When can I place my order and can I order from either store?

You will be able to access our online store 24/7. You will also be able to order up to seven days in advance and pick up from either of our store locations.

Can I choose when I want to pick up my order when I place it?

Yes. Pickups can be scheduled between 9 am–4 pm daily at our Downtown Forest St location or between 10 am–4 pm on Sundays/Mondays, Wednesdays/Thursdays, and Saturdays; and between 10 am–6 pm on Tuesdays and Fridays at our Cordata neighborhood location. You will be asked to select your pick-up time during checkout and you will only be able to select from available time slots. Please double check the store location that you placed your order at so you come to the right location during your order pick-up window. We cannot transfer orders once they are placed and shopped.

How far in advance can I order and can I place a same-day order?

You are able to place your order up to one week in advance. Same-day orders will be accepted based on availability. During checkout, the first available time slot for the date you choose will be in the options.

How often can I order?

As often as you like! There is a $6.95 service fee for all orders and a $35 minimum order.

Where do I pick up my order?

• Downtown/Forest St store—pick up at our multipurpose building across the street from the Forest store at 405 E Holly St. Use the marked spots and follow the instructions on the signs.
• Cordata—use the marked spots in front of the patio, around the corner from the spots with the car charging stations.

Do I have to wear a mask?

Yes please. For the safety of our staff, all curbside customers should wear a mask during the pick-up process and stay inside their vehicles. Once staff have left the area, you are welcome to exit your vehicle to adjust your bags/boxes.

There is a pending charge on my credit card but I never got confirmation for my order, what's up with that?

You must complete the checkout process in order for us to fill your order. After submitting your payment information, you have to confirm your order for it to be submitted and filled. If you skip that step, a pending charge will be added to your credit card, but we will not be able to fill your order because it won't be sent to us unless you confirm your order after payment.

If you don't see a screen with a large bar code after ordering and you don't get a confirmation email, you should check to make sure you've completed the order process. Note that if you pay but never submit, the pending charge will stay on your credit card until you cancel the order or finish submitting it. We cannot remove these charges from your card.

Can I change my order after I placed it?

Yes! Follow the link in your confirmation email and click the "edit order" button or go to your co-op online store account, find your order under Order History, and click "edit order".

Note that you will have to enter in your customer information again, as well as re-select a time slot for pick-up. We cannot guarantee that you'll get the same pick-up time, but chances are you'll still be able to select the same time as long as it's at least three hours from the time you resubmit your order. If you edit your order within three hours of your confirmed pick-up time, you will lose your time slot and will have to select another. Also note that it will add an additional pending charge to your credit card that will be voided by your bank after the final transaction has been completed. Once we have started shopping for your order, you can not make any changes or cancel the order.

How do I know when my order is ready?

The order time you selected will be in the confirmation email we send you. After we've shopped for your order, you will get a (no-reply) text alerting you that your order is ready for pick-up, as well as an email letting you know if items were unavailable, etc. Please wait until your self-designated time slot to pick up your order. If you need to come earlier, please call us to verify we can accommodate your request.

Can I pick up my other online orders using Co+op Curbside?

Customers will need to enter the stores if they select pick-up at our Forest St or Cordata store locations. If you choose the contactless option, customers need to select our Holly St bakery for pick-up and we are currently working on combining grocery curbside pick-ups with our bakery custom order pick-ups now that they are at the same location.

What can I do to minimize or eliminate any contact with staff?

Staff and customer safety is a top priority when it comes to our curbside service.

• Please wear a mask during the pick-up process. If you do not wish to do so, please see the next bullet point.
• We are happy to set up your pick-up so you can load your groceries into your vehicle.
  • We will bring them out on a cart that we'll place next to your vehicle and we'll go back inside. You can then get out of your vehicle to load your groceries and we'll come back out to grab the cart after you are finished. Let us know in the Order Instructions if you prefer this method, or when you text us to let us know you have arrived.
  • If you are picking up at our Cordata store, we ask that you push the cart onto the patio/walkway once you have completed loading your groceries. You do not need to bring it inside.
• Stay in your vehicle, preferably with your windows rolled up. Using the Order Instructions box in your cart prior to checkout is the best way to let us know of any special needs during the pick-up process. We will accommodate them to the best of our ability.
• If you want us to put your groceries in your trunk, the back of your vehicle, etc. please make sure there is ample space available. Our staff will not rearrange the items in your vehicle to make your groceries fit or place your groceries on top of other items in your vehicle.
• If you prefer your groceries inside the seating area of your vehicle, please let us know in the Order Instructions and we will bring your groceries out on a cart so you can load them yourself. We will not open any doors on your vehicle and it is against our safety policies to place groceries inside the seating areas of vehicles.