In-store | HEB Help

To request a copy from our Electronic Payment Team, please email the following information to ml.epc.forms@heb.com

ATTN: Front End Services: Credit/Debit Card Receipt Request
First and Last name of customer 

- Date of Purchase 
- Amount of Purchase 
- Location of Purchase 
- First 6 and Last 4 Digits of Card Number used (For your security, please do not send the full credit card number) 
- Copy of Work Badge, Business Card, or State License/ID 
- Written Statement authorizing HEB to release receipt (“I authorize HEB to submit the following inquiry…”) 
- Call Back number 
- Email you would like to receive the receipt


Our number one goal is to serve our customers better than any other retailer and we always appreciate when you take the time to recognize a helpful employee (H‑E‑B partner). Our success over the years is the direct result of helpful and friendly H‑E‑B partners. You can submit your request to our customer relations department using the online contact form. Our customer relations department will happily forward your comments to the appropriate partner.

If we disappoint you, we want to know about it immediately! For immediate attention to your concern, please see your store manager on duty at the time. If you like, you may also contact our Customer Relations Department by submitting the online contact form. Or you can call Customer relations toll free at [1-800-432-3113](tel:18004323113). Our office hours: Monday - Friday, 8 a.m. to 5 p.m.

We plan our ads to best serve the needs of each community, while watching the competitive situations in each area. Also, items may vary by area to ensure we have enough ad items on hand. By rotating advertised items through all areas, and not running the same item in every area at the same time, it helps us ensure adequate stock at great low prices.

If a product will not generate a scan, there may be a problem with the barcode, your device, or the lighting, or we not have put the item in our online catalog yet. Products made fresh each day (Meat Market, Bakery, Deli, Fruits and Vegetables, and Seafood) may not generate a scan.

If you'd like to recommend a product for shelves, we'd love to hear from you. Please use our [Contact Form](https://www.heb.com/contact-us), and select “In-store shopping) and then select “Product request” in the topic field. Please include your H‑E‑B store, product name and description, plus manufacturer and the UPC, when possible.

Our Buyers and Merchandisers pay close attention to slow movement and demand for various products. They strive to make the best decision on which ones to carry in each store. The items we carry are based on customer demand and available space. 

You may submit requests for products to our Customer Relations Department by completing the [online contact form](https://www.heb.com/contact-us).  On the form, select “In-store shopping) and then select “Product request” in the topic field. Please include as much information as possible, such as product name, manufacturer, UPC code, etc. Your request will be forwarded to our Procurement Department for their consideration.

You can find our full Refund Policy [here](https://images.heb.com/is/content/HEBGrocery/PDF/heb-refund-policy.pdf). It covers refunds for in-store purchases and online orders within 90 days of purchase. 

*Please note the link above is a pdf.*

Our Check Collections Department will be happy to assist you. Please contact them toll-free at [1-800-821-5390](tel:18008215390). Our office hours: Monday - Friday, 8:00 a.m. to 6:00 p.m.

Our Treasury Partners will be happy to answer any of your questions! Please contact our Treasury Department at [1-800-987-4438](tel:18009874438). Our office hours: Monday - Friday, 8 a.m. to 5 p.m.

Help and FAQs

In-store

How do I request a receipt from an in-store purchase?

How do I get a particular employee recognized for superior service?

What if I am unhappy with the service I received at my store?

Why do your ads vary from one location to another?

Why isn’t the barcode scanner in the My H-E-B app able to scan certain items?

How do I request a product to be added?

Why did a particular product get discontinued?

What is the H-E-B refund policy?

I had my check to H‑E‑B returned, whom do I contact?

I have a question about a charge from H‑E‑B on my debit or credit card. Whom do I contact?