Online Order FAQ's
If you have questions, we have answers.
Making the Order
Is there a minimum order value for pickup?
- Yes, a minimum order of $25 is required for online pickup orders.
Why did the price of my grocery order change after checkout?
- Prices may change due to substitutions or variations in weight-based items like produce and meat. Items are weighed at the time of fulfillment using the same scales as in-store purchases.
Why can’t I buy everything online that I can buy in-store?
- Some products may not be available online due to delays or stocking limitations.
Is there a limit to the number of items I can add to my order?
- No, there is no item limit for orders.
What is the “Temporary Hold” line item in my cart?
- This is a temporary hold on your credit card to account for pricing variations in substitutions or weight-based items.
When will the final amount be charged to my credit card?
- The final amount is charged after your order is prepared. The original hold will expire within 1-7 days, depending on your bank.
Who can I contact for help with my order?
- Contact the store directly using the details on our Contact Us page.
After the Order
Is there a cut-off time for modifying or canceling my order?
- Orders cannot be edited online after placement. Call the store for assistance, but changes cannot be guaranteed.
What do I do if I entered the wrong information on my order?
- Contact the store to correct the details.
How are temperature-sensitive items stored?
- Items are kept in refrigerators or freezers until you pick up your order.
Substitution Questions
How are substitutions handled?
- Substitutions are selected when an item is out of stock, with a focus on similar products. If you are unsatisfied, contact the store for assistance.
Do I pay more for substitutions?
- You are charged based on the price of the substituted item.
What happens if no substitution is available?
- You will not be charged for items that cannot be substituted.
Can I provide substitution instructions?
- Yes, you can specify preferences such as "contact me," "refund only," or "accept similar item."
Store Pickup Questions
Can someone else pick up my order?
- Yes, someone else can pick up your order. Ensure they have the necessary order details.
Where do I go in the store to pick up my order?
- Follow the pickup signage or ask store staff for directions.
What happens if I miss my pick-up time?
- Contact the store as soon as possible to reschedule your pickup.
Can I bring reusable bags for pickup?
- Yes, reusable bags are welcome.
Can I tip the grocery pick-up associate?
- Tipping is not required but appreciated.
Store Returns Questions
What is the return policy for grocery and perishable items?
- Returns are accepted for items with issues. Contact the store for specific guidelines.
Wholey's FAQ
Q: I just placed my order online. How will I know the order was received?
A: After placing your order, you will receive both an order confirmation and a shipping confirmation email. The confirmation email should arrive within 24 hours and will include your order confirmation number. A shipping notification will be sent once your product has shipped, along with your package tracking number.
Q: I'm getting an error with my shipping option. It reads “The shipping method you specified is not available to your address.”
A: To ensure all orders arrive within 1 to 2 days, some states are excluded from ground shipping. If you're choosing UPS or FedEx Ground and receive this error, your location is outside our ground delivery zone. Please select either 2nd Day or Next Day Air. To view our shipping map, click here.
Q: Do I have to register with your site to place an order?
A: No, registration is not required. You can check out as a guest. However, registering allows for a faster, more convenient checkout process and lets you easily reorder past purchases.
Q: I don't feel comfortable giving my credit card information over the Internet. Can I still place an order?
A: Yes. While Wholey.com uses the latest in security technology to protect your information, you can also place your order by phone at 412-391-0125.
Q: Where can I purchase or use a Wholey's Gift Card?
A: Gift cards can be purchased online or at our retail location. Gift cards purchased in-store can only be used at the retail location. Online gift cards can be used both online and in-store. To order a gift card online, click here.
Q: How can I redeem my Wholey's Gift Card or Certificate?
A: Gift cards and certificates can be redeemed online or at Wholey's retail location. To redeem an online-purchased gift certificate in-store, bring a printed copy with the certificate number to the checkout register. To redeem it online, enter the gift number on the Payment and Summary page during checkout.
Q: How long has Wholey's been in business?
A: Since 1912, Robert Wholey & Co. has worked diligently to provide customers with the best seafood and meat available. Our mission is to create happy customers by selling the freshest products at the best prices, in a friendly, fun atmosphere.
Q: What if I receive products I am not satisfied with?
A: We aren't happy unless you are. If something is not up to your standards, please let us know and we will do everything we can to make it right. Please also refer to our return policy.
Q: How are Wholey.com products shipped?
A: We use insulated polystyrene coolers with plenty of dry ice for frozen items and gel packs for fresh products to ensure everything arrives in perfect condition.
Q: What if I order both frozen and fresh products?
A: We generally prefer not to ship frozen and fresh items together. If the order is large enough, we separate it into two boxes. Otherwise, we use dry ice for the entire order. If you do not want the fresh items to be frozen, please call our order department at 412-391-3737.
Do you have more questions?
If you didn't find all the details you need above, please reach out to our team for help.