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?

  We accept a variety of payment methods to ensure you can easily make purchases on our platform. These payment methods include:

  1. Credit and Debit Cards (Visa, MasterCard, American Express) 
  2. HEB Gift Cards 
  3. Prepaid Cards 
  4. SNAP EBT 
  5. FSA/HSA (Currently only limited to Pharmacy orders) 

  You can combine certain payment methods. For example, you can use a gift card and a credit card together. Please note that some restrictions may apply.

  Terms and Conditions: 

  • By using any payment method and/or providing payment details for your purchase on HEB, you agree to be bound by our terms and conditions. 
  • Please review our Privacy Policy to understand how we handle and protect your personal information. 
  • HEB reserves the right to modify the accepted payment methods at any time without prior notice. 

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• 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?

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

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