Frequently Asked Questions

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

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

Please contact customer care for any of the following reasons:

  • Missing an item
  • Received a damaged or outdated product
  • Have an item issue
  • Need to make a return
  • Request a refund

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 one 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 833-769-4257 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 the sign is the Spoke Attendant phone - all phones forward to the Service Desk at the store. Additionally, you can always call our customer care center representative for assistance at 833-769-4257.

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 833-769-4257 and we will make it right!

Currently, we are unable to provide substitutions.

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

Items only appear on the Website when 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 833-769-4257 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!