Questions and Answers
How It Works
Ship is one of our online ordering services. With Ship, you can enjoy the benefits of big box shopping from the comfort of your own home! Buy in bulk, get heavy or large products shipped right to your door, browse a wide selection of products (many of which aren’t available in your local store), and get access to exclusive savings. Simply shop online, and your order will arrive in as little as 1-3 days. And there’s no shipping fee if you spend at least $35! Start your Ship order here.
Great question! With both options, the items you order online are sent right to your doorstep. But there are two main differences: product offerings and time-to-your-door. Think of Ship as the big box shopping experience, but from the comfort of your own home. Browse an extended catalog of dry goods (many of which aren’t available in your local store), and ship heavy items and bulk orders straight to your doorstep. Shipments arrive in as little as 1-3 days!
Delivery orders, on the other hand, are best for your weekly groceries. Things like milk, bread, produce, and all your other household regulars. Simply place your order online, and receive your groceries in as little as one hour!
Start by signing in to your digital account, then select Ship as your Way to Shop from the home page. The easiest way to find products is to visit the Ship department page. Here you can browse our Ship catalog and search for items to add your cart.
Another option is to sign in to your digital account, and select Pickup or Delivery as your Way to Shop. You can then add Ship items to your cart as you go by clicking the “Ship” option in the product description. You’ll have to check each order out separately when you’re ready to pay. But it’s a quick and easy process!
From your cart, proceed to checkout. Here you can add or edit your shipping address and select your shipping method. Your shipping options, fees, and how quickly you receive your order depend on your location.
Next you’ll add your payment information. (At this time, we can only accept credit or debit cards – no checks, gift cards or government benefits, including WIC and SNAP.) You’ll see an estimated total in checkout, but you won’t be charged for your order until it ships. The final price may change due to promotion discounts and taxes (if applicable).
When you receive your order depends on the shipping method you choose. But we do our best to provide you with quick, convenient options! In general, you can choose to get your shipment in as little as 1-3 business days.
Shipping carriers and fees vary by location. But you can get FREE standard shipping if you spend at least $35 (after taxes and discounts).
From your cart, proceed to checkout. Here you’ll add your payment information. (At this time, we can only accept credit or debit cards – no cash, check, gift cards or government benefits, including WIC and SNAP). You’ll see an estimated total in checkout. This estimated total will be used by your bank or financial institution as a hold on your account for 3 to 7 business days. The final price may change due to factors like taxes (if applicable).
Sign in to your digital account and go to “My Purchases.” Once your order has shipped, you’ll see a tracking number associated with each order. You’ll also receive a confirmation email with your tracking information once your order ships.
Try checking your junk or spam email folders. They can sometimes end up here by mistake. Search your junk folder and mark these as not spam. Still can’t find your emails? Call us at 1-800-576-4377.
Not always. But if multiple packages are shipped, you can track each one separately. Just go to “My Purchases,” select the order in question, and check the tracking information for each package. You can also follow the tracking links in your confirmation email.
You don’t have to be home to receive your Ship orders! We’ll just leave it on your doorstep for you.
We do not offer in-store pickup for Ship orders.
If there’s a problem with your order, please contact our Customer Service team at 1-800-KROGERS (1-800-576-4377). We’re available Monday through Friday, 8am to Midnight EST, and Saturday and Sunday, 8am to 9:30pm EST.
Shipping is currently available to the continental United States. We currently do not ship to Alaska, Hawaii, U.S. Territories or any international destinations.
Yes we do! Orders shipped to P.O. boxes are delivered via USPS, regardless of weight.
We recognize that privacy is very important to our customers, and we pledge to protect the security and privacy of any personal information they provide. This includes customers' names, addresses, telephone numbers, email addresses, credit/debit cards and checking account information, and any information that can be linked to an individual. We collect and securely stores this personal information. We will not sell, trade or rent your personal information to outside companies or marketing firms.
When you place an order, your bank or financial institution puts an authorization hold on your card to confirm the card is valid. The hold amount is for the estimated total you see on your order confirmation. Depending on your bank or financial institution, the hold should be released in 3 to 7 business days. For more information regarding this hold, please contact your bank or financial institution.
Ship Products and Pricing
Ship is a great way to stock up on household staples (think toilet paper, diapers, and mac ‘n cheese boxes, for example) and heavy, hard-to-carry items (we’re looking at you, dog food). We offer a wide selection of products, many of which aren’t available on our store shelves, but we don’t ship perishable foods (like fresh produce, meat, and dairy). Ship product categories currently include: pantry, cleaning & household, baby, pet, personal care, beauty, kitchen & dining, vitamins & supplements, health & wellness, home & office, and toys.
Absolutely! One of the benefits of Ship is being able to buy lots of your staple items all at once. We don’t offer wholesale discounts, however.
The expiration date (EXP) is the last date a product should be eaten or used. You may also see it called the “best if used by” date. As long as it’s properly stored, a product should be good to consume or use by this date.
The manufacturing date (MFG), on the other hand, is the date a product was produced. Sometimes it’s called the “born on” date. If a product is properly stored, it’s usually considered to be good for two years from the manufacturing date.
We offer ongoing promotions (also called promo codes) for our Ship products. Each promotion has its own terms and conditions, as well as expiration dates. But you can view specific details on each promotion. Just visit our Promotions page to see our current offerings.
It’s important to note, however, that we do not accept digital coupons or other manufacturers’ coupons on Ship orders at this time. Coupons can only be used on Pickup, Delivery or In Store purchases.
We’re unable to ship some products (like perishable goods), and some items are currently only available in-store. But we’re always looking to expand our online product offerings! In fact, if you have a product suggestion, let us know! Simply fill out a Customer Comment form and we’ll do our best to add your suggestion to our product catalog.
If a product is subject to sales tax in the state where it will be shipped to, tax is calculated on the total sale price of each item. The total sale price generally includes any discounts (to both individual products and the total order). Shipping fees may be subject to sales tax in accordance with state laws. But the total tax amount for each order depends on many factors, including the type of product(s) in your order, as well as the shipping destination.
Please note that since factors can change from the time you place your order to the time your card is charged, the final sales tax amount may be different than the original estimate.
This could happen for a couple reasons. The first is called an authorization hold, or pre-authorization. This is simply a hold placed on your card to confirm the card is valid. Based on your bank or financial institution, the hold should be released in 3 to 5 business days. For more information regarding this hold, please contact your financial institution.
The second reason you could see a couple charges is if you place two orders at the same time: Pickup or Delivery and Ship. Each of these are checked out separately and will show up as different transactions.
Absolutely! Normal exclusions apply, but you’ll earn one fuel point for every dollar spent (excluding taxes and shipping fees). There’s currently no limit to how many fuel points you can earn, and they’ll be available once your order has shipped.
Changing or Canceling Orders
Once a Ship order has been placed, you can no longer modify it. You can, however, cancel a Ship order by calling our Customer Service team at 1-800-576-4377, Monday through Friday, 8am to Midnight EST, and Saturday and Sunday, 8am to 9:30pm EST.
If an item goes out of stock during the time our system is downloading your order, it will unfortunately be canceled from your purchase.
Returns & Refunds
We want you to be 100% happy and satisfied with your purchase. We take pride in the quality of our products, as well as the service we provide. If you aren’t satisfied, please follow the guidelines below to refund or replace the item(s) in question.
If you placed an order before 9/24/2019, you can find your order information and request a refund or replacement here.
For a refund, look up your order in My Purchases and select “Request a Refund.” If your request can’t be completed online you’ll be directed to call our Customer Support team for assistance.
To replace an item, please call our Customer Service team at 1-800-576-4377, Monday through Friday, 8am to Midnight EST, and Saturday and Sunday, 8am to 9:30pm EST.
Please note that purchases are only eligible for refund or replacement for 60 days.
No, unfortunately we cannot refund shipping fees.
Unfortunately we can’t offer in-store returns or exchanges. However, you can always complete a refund request online by going to “My Purchases” and selecting “Request a Refund” in the order details.
You will receive a confirmation email with your finalized refund amount shortly after submitting your request, however it may take up to 5 business days for your financial institution to reflect it on your account statement. The amount will be refunded back to the account used for the original purchase. If this account is closed or the credit/debit card used is now expired, the credit will still be refunded to the original form of payment. The financial institution of the card in question will then be responsible for issuing the refund.
The refund amount displayed online when submitting your request is an estimate only. Your confirmation email will show the final refund amount including any taxes to be refunded (if applicable).
Shipping fees will not be reimbursed with your refund.
If you refuse an order for any reason, you may be responsible for that cost.
The manufacturing date (MFG) represents the date the product was produced. It may also be referred to as the “born on date.” If stored properly, products are considered to be fully potent for two years from the manufacturing date.
The expiration date (EXP) refers to the last date a product should be eaten or used. It may also be referred to as the “best if used by date.” If stored properly, the product will remain potent and stable until this date.
On our updated website, you can always email us by selecting Customer Comments at the bottom of the page. This allows you to fill out and submit a form to our Customer Service team. Unfortunately, we no longer offer chat and Set and Save in the new site. If you need information about an old order, you can still find it here.