Help and FAQs

Online ordering

• How can I search or browse for products?

• How do I choose my pickup or delivery time?

• How do I switch from curbside pickup to home delivery?

• Can I reorder products from my previous purchase?

• How do I leave specific instructions for items in my cart?

• Why can’t I find this product on the My H‑E‑B app when I know it's in the store?

• What does "gateway address not verified" mean on the payment page?

• What if the product I order is not available?

• Can I add or remove items while my order is in progress?

• Can I change the date or time for an in-progress order?

• Will my total be adjusted for changes made to my order?

• Is there a fee charged for online orders?

• How do I cancel a pending order?

• Which payment methods does HEB accept?

• Are there any fees for using credit or debit cards?

• Can I change my payment method after placing an order?

• Is my credit card information secure?

• What is the H-E-B refund policy?

• Where can I find my order receipt?

• Can I use WIC for my online order?

• Can I pay for my order with my SNAP EBT benefits?

• Why am I asked to add a credit or debit card when I’m using my SNAP EBT card?

• What happens if I don’t have enough SNAP balance to pay for my entire order?

• Why is my SNAP EBT card being charged 10% extra for weighed items?

• Can I use in-store coupons on a curbside or delivery order?

• What happens if an item I had clipped a coupon for is substituted for something else?

• What if I schedule my pickup or delivery for a date after a coupon/promotion expiration date?

• Can I stack coupons on curbside or delivery orders?

• Are add-on items to curbside and delivery orders eligible for coupon savings?

  Unfortunately, items added to your order after the original order has been placed are not eligible for savings with digital coupons, discounts, or additional savings.

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• Can I receive a wine discount on curbside or delivery orders?

• How do Partners apply their VPP discount to curbside and delivery orders?