We're continually evaluating new stores for online ordering. If you'd like online ordering at your H-E-B, please tell us your location and the type of ordering that you'd like on heb.com (wine, cakes, deli trays, etc).
Contact UsQuestion: Why is the online ordering selection different from what I see in the store?
The heb.com online ordering programs are designed to offer an extended and unique selection to our customers.
Question: Can orders be placed online but paid for in-store?
No. At this time, we can only process online orders when payment is provided at the time the order is placed online.
Question: Can coupons be used online?
No. At this time, we are not accepting coupons for online purchases.
Question: What do I need to bring with me to claim my order?
We require that you bring your printed receipt and a valid photo I.D. to claim your online orders. If you don't have a printed copy or your receipt, we will also accept an electronic version shown on your smartphone or tablet.
Question: What happens if my credit card is declined on the day of pickup?
If your credit card is declined on the day of pickup, you'll receive an email alerting you that the decline has occurred. You can still pick up your order at the store, but you will need to provide another card or payment method.
Question: Can orders purchased online at one store be returned to another?
If you need to return an item purchased online, please return it to the store where you picked it up.
Question: How does the 10% wine discount work?
When you purchase six or more bottles of wine online, you'll receive a 10% discount on your wine order.
Question: Why am I asked to select a pick-up time for wine?
Selecting a pick-up time will help your Wine Steward provide the best possible customer service and ensure a Partner is available to help you complete your purchase.
Question: Why am I asked to select a pick-up time for Bakery or Deli?
Due to the perishable nature of these products, we want to have your order created fresh in advance of your pick-up time.
Question: What happens if I miss my pick-up time or day for my wine order?
If you miss your pick-up time or day, H-E-B will continue to hold your wine order for up to 15 days. Please contact the Wine Steward at your store to make arrangements to pick your wine up at a different time. After that time period,
H-E-B will cancel your order and issue a refund for the amount paid.
Question: How long will you hold my bakery or deli order past my pickup date?
To ensure maximum freshness, we will hold your order until the end of the day on your pickup date.
Question: Do I have to pick up my online order or can someone else do so in my place?
Your online order can be picked up by someone else, as long as the printed receipt is shown at pickup. For wine orders, the person must show a valid photo I.D. representing at least 21 years of age.
Question: Can I pick up my wine order on Sunday?
You can pick up your wine orders after noon on Sundays.
Question: What do I do if I can't find a Wine Steward to pick up my order?
If your Wine Steward is not available when you arrive to pick up your wine, please go to the Business Center where the Manager In Charge will be able to help you pick up your order.
Question: What do I do if my bottle of wine is bad?
If you're unhappy with your bottle of wine, please bring the bottle back to the store of purchase for a refund. H-E-B can only issue refunds for bottles with 8 ounces or less poured from the bottle.
Question: How are online orders returned and refunded?
To correctly and quickly process any refund, you'll need to bring the printed copy of your receipt and the item(s) purchased to the Business Center at the store where you purchased the item(s). Your receipt has a bar code that's required for processing refunds.
Question: How do I cancel my online order?
Online orders can be cancelled on heb.com up to 48 hours prior to the selected pick-up time. Just go to the "Track Order" link at the top of heb.com, enter your order number and select "cancel entire order". Your credit card will not be charged for cancelled orders.
Question: Can you ship or deliver my purchase?
At this time, we only offer in-store pickup for online orders.
Question: I selected the wrong pick-up store. How can I change the pick-up location?
If you need to change the pick-up location after you've submitted your online order, you will need to cancel your order online and resubmit it.
Question: How do I request a product to be added?
If you'd like to recommend a product for online ordering, we'd love for you to Contact Us. Please include your H-E-B store, product name and description, plus manufacturer and the UPC, when possible.
Question: When do you charge my credit card for my purchase?
Your card will be charged on the morning of your scheduled pickup.
Question: Who do I contact for a question about my order?
You may either call the department at the H-E-B where you placed your order, or you may call Customer Service
at 1-800-432-3113 Monday through Friday, 8 a.m. to 5 p.m.
Question: Can I pay for my purchase with an H-E-B gift card?
At this time, we are unable to accept H-E-B gift cards for online payment.
Question: Can I order a smash cake for my 1-year-old's birthday?
At this time, we are unable to offer the free smash cake with a first birthday cake online order. You can order a first birthday cake with a free smash cake by calling your H-E-B Bakery or submitting an order at the counter.
Question: How can I place a tax-exempt order online?
At this time, we are unable to process tax-exempt orders online.
When I add wine to my Bakery and/or Deli order, why does it limit my pick-up options?
Because your pick-up time applies to your entire order, we coordinate the pick-up times based on total order availability. If you need your items picked up at different times, please submit them as separate orders.
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