FAQ-Troubleshooting

For more assistance call 833-769-4257 from 11:00AM-7:00PM, Monday-Friday and 11:00AM-6:00PM, Saturday-Sunday.

If the customer care center is not open, please leave a message and we will get back to you.

 


TROUBLESHOOTING

 

What if I can’t make my pickup time?

Once you receive notification your order is ready for pickup, it can be picked up any time within the two hour window on the day you scheduled it for pickup. Pickup orders are kept in designated lockers to keep your groceries as fresh as possible. If you are going to be late, please call 883-769-4257 and our customer service representatives will get in touch with staff to either hold your order, or bring it back to our store.

 

What do I do if I have been waiting for my order and no one has brought it out to me?

Contact the customer service desk at the store you are picking up your order from. The phone number is listed on signs in the pickup area. Additionally, you can always call our customer care center representative for assistance at 883-769-4257.

 

Why is my order delayed?

At myPicks, we strive to have all orders ready for pickup at the designated time that you selected. In the rare instance an order is delayed, bad weather is usually the reason and you will be notified.

 

What if I need my order re-delivered?

At my Picks, we will happily re-deliver items for you. We do charge a $15 re-delivery fee for multiple delivery attempts, but we realize that sometimes emergencies occur.  We will work with you to ensure that you get your order/items re-delivered.

 

What if a product I choose for my online order is out-of-stock?

With our new inventory technology, it would be extremely rare that you would have an out-of-stock item. If an item is not available, it will show you on the Website before you order. On the rare occasion that an item is missing from your order, please call 883-769-4257 and we will make it right!

We do not currently have the ability to make substitutions, but this feature is coming soon!

 

What do I do if I am missing items?

If you are missing items, please call our customer service representatives at 883-769-4257 and we will make it right, either with a refund or a redelivery of your missing items at your convenience.

 

What do I do if I have a damaged or outdated product?

On the rare occasion this may happen, please call our Customer Care Center immediately at 883-769-4257 and we will make it right, either with a refund or a redelivery, absolutely free of charge.

 

What if I have an item issue or a return?

If you have a problem with any of your items, please call our customer care representatives at 883-769-4257, we will be happy to make it right for you!

 

How do I request a refund for an item that I ordered online?

If you have a problem with an item or an order, please call our customer care center representatives at 883-769-4257 and we will review your issue and make it right!

 

How do I return product I am not satisfied with?

If you would like to replace an item, or return it, please call our customer care center representative at 883-769-4257 and we will make it right!

 

Why can’t I find certain items on the Website?

Items only appear on the Websitewhen they are available from our Big Y myPicks fulfillment center. Here at myPicks, we have made every effort to ensure the products you need are all available for purchase online. If you do not see a product that you use regularly, please call our Customer Care Center at 883-769-4257 to request a product.

 

Why did I receive a Food Club Branded item when I ordered Big Y Brand? Is there difference in the product?

Big Y branded products have always been of the highest quality. Food Club is also the highest quality! Big Y is transitioning many of our quality products to the Food Club label in order to keep the quality high and the cost low!