Frequently Asked Questions
Available online grocery locations are displayed in the Store Locator on our homepage. New online grocery locations will be added to the site once they become available. Be sure to sign up for our newsletters to ensure you receive the latest information.
You can change your order by editing your shopping cart before the specified cut-off time has expired. If you place an order at least 1 day before your pick up time slot, you can edit your shopping cart until the cut-off time of 11:59pm the day before your pick up. We will also send you a reminder notification the day before your pick up time. If you place an order on the same day as your pick up time slot, you will be notified at the time of ordering what your specified cut-off time is.
You can modify or cancel your order up until the cut-off time stated on your order confirmation. If an order is modified or cancelled after the cut-off time, you may be charged a cancellation fee.
To place an online grocery order you will need to sign up for an account. This helps ensure that we can provide you with a completely customized shopping experience. You can browse www.loblaws.ca without creating an account.
Our online grocery service is available on orders over $30. If you are unable to place an order, please confirm that you have met the minimum order value
When you are selecting a time slot, the next available pick up time will be displayed. Orders need to be placed at least 2 hours prior to the start of a time slot. Example: To pick up between 5pm and 7pm the order will need to be placed by 3pm.
When your order is prepared, the selected payment method will be authorized for up to 125% of the order total to accommodate updates to your order. If you view your online credit card statement for up to 5 days after picking up your order, you will see a pending charge until the final charge shows up. If after 5 days you do not see the final charge, please contact Customer Service.
Returns with Original Receipt: Merchandise may be returned for exchange or refund within 14 days of purchase with original tags and packaging. Exchange only after 14 days. Some exceptions apply. Returns without Original Receipt: Exchange may be offered for product in its original package, depending on condition of product and date of purchase. Photo identification may be required. Home, Electronics and Leisure: All sales are final after 30 days. Software, VHS’, CD’s and video games are only refunded when in original sealed package, with exchange for same item being offered if the product is opened and defective. The Try It You’ll Love It Guarantee™: If you are not completely satisfied with the quality of any President’s Choice® food or no name® food products, Teddy’s Choice® or Exact® products, simply return it along with receipt or original package for and exchange or refund. All sales are final on: Gift cards, phone cards, special event tickets, books, newspapers, magazines, pierced earrings, hats, underwear, opened packages of sheets or pillows, prescription drugs, tobacco, lottery, seasonal event merchandise and clearance items.
You can browse and add items to your cart without adding a credit card. When you are ready to place an order you will be asked for a credit card to secure payment. Your credit card is then automatically saved to your profile and can be used for future purchases. After you have processed your order, you have the option to delete the credit card without affecting completed orders by navigating to Payment within your profile.
Click & Collect accepts MASTERCARD and VISA. Cash, Interac Debit, and gift cards are accepted methods of payment when picking up the order. PC Points can be redeemed for payment when picking up the order, just let the concierge know once you arrive. If using PC Points for partial payment you will need to provide an alternate method of payment upon pick up for the portion not covered by PC Points. We apologize but VISA Debit is not accepted with Click & Collect.
A PC identification is a universal login that can be used to access your accounts across a variety of Loblaws and Shoppers Drug Mart Inc online platforms. If you are registered with JoeFresh.ca, beautyBOUTIQUE.ca or an online grocery banner, you already have one. Your PCTM ID is your email address and password and used as your login information when you shop online.
After you complete the checkout process, Click & Collect associates will start to prepare your order. You will receive an email or SMS notifying you of any updates made to your order while it is being prepared. When you arrive at your selected location during your chosen time slot, simply park in one of the dedicated Click & Collect parking spots and call to let us know you’ve arrived.
PC Optimum Points can be redeemed when picking up your order. Please inform the concierge when you arrive and have your card or device ready.
Items priced by weight can vary in size and shape and your cart will show an estimated weight and price. When your order is prepared for pick up, we will weigh each applicable item to determine its final price.
The prices of your basket items are subject to deal expiration dates, substitutions and in-store pricing based on your scheduled day of pick up.
Our Click & Collect stores are fully equipped with refrigerators, freezers, and hot cabinets. All temperature-controlled items will be stored in their applicable zones in accordance with food safety guidelines.
When your order is prepared, the selected payment method will be authorized for up to 125% of the order total to accommodate updates to your order. If you choose another method of payment when you pick up your order, the authorization will remain on your card until it is expired by your bank (typically 3 - 7 days). If you used a VISA Debit to place your order the authorization may appear as a finalized charge and the funds removed from your account until it expires. To avoid any concerns with authorizations we recommend using the "card on file" option (if available) to pay for your order. We will then finalize the transaction using the authorization and payment method on the order.
Unfortunately, Price Matching and Ad Match is not available for online grocery shopping.
If an item is not available when your order is being prepared, your personal shopper will select a substitution according to the preferences you specified in your account. You will be notified of any substitutions when your order is ready for pick up. If you are unhappy with the substituted item you can decline it using the notification email/SMS or when you pick up your order. If you have indicated in your preferences that you do not want substitutions, your personal shopper will not pick an alternative item.
There may be a fee associated with your chosen time slot. You will be notified of any fees when you select your pick up location and time as well as in your order summary. Pick up fees are typically between $3 and $5.
PPD is a specialized government tax on prepared food items observed in some provinces. Items such as heated foods, salads and sandwiches ready for immediate consumption qualify as prepared foods. The PPD tax percentage is based on the value of your items and the tax structure of the province your store is located in. PPD tax will be displayed during checkout and on your order confirmation email.
During ‘Cart Review’, you can select YES or NO to set your substitution preference for each item. You can leave additional instructions for substitutions in the ‘Instructions for Pickup’ section. Your personal shopper will select a substitution according to preferences you set.
Simply link your PC Optimum card to your www.loblaws.ca account and spend the required amount for the bonus offer. Please note deal expiration dates, substitutions and in-store pricing based on your scheduled day of pick up may affect your qualification.
Website prices are based on information available at the time for the specific pick up date/time. When your order is prepared, actual prices could be different. If you are not satisfied with the price of an item, you can remove the item when you pick up your order.
PC Optimum is available for online grocery orders. Use your www.loblaws.ca account to link your PC Optimum account and start shopping. Online grocery orders will contribute to offers that are selected specifically for you based on the way you shop. Don’t forget to load your PC Optimum offers before placing an order.
Simply add your PC Financial MasterCard to your Click & Collect account. When you pick up your order, let the attendant know you would like to use “card on file” or provide your PC Financial MasterCard as payment.
Gift cards are not currently available for purchase online. Also, gift cards are not currently available to use as payment online but can be used when picking up your order.
Yes. If you would like to provide a different method of payment on pick up just let the concierge know once you arrive.
We use plastic bags when preparing your order. Any applicable fees for plastic bags are included in time slot fees and are non-refundable. If you have your own reusable bags, please leave a note during checkout on the Substitutions & Notes page and we will be able to accommodate the request.
Yes, Customer Service is available to assist you with placing an order. To serve you better please ensure you have created a www.loblaws.ca account and saved a credit card prior to contacting Customer Service.
Coupons can be applied when you pick up your order. Please inform the concierge when you arrive and have your coupons ready.
To ensure maximum freshness, your order will be prepared on the day of your selected pick up time slot.
We’re aiming to provide online grocery customers with the largest assortment of items available, but select items may not be available for purchase online. If there is a specific item that you would like to purchase but can’t find it online, please let us know by contacting Customer Service.
We appreciate the gesture but we do not accept tips. However, feel free to leave a positive comment in the survey you receive after your order is complete, or give us a high five and a smile when we come out with your order!
We offer both SMS/Text Message notifications along with email notifications. You can manage your notifications settings in your Account Preferences under Order Notifications.
We provide a guarantee of freshness. Our goal is to ensure that we pick the freshest and best items for our customers. If the shelf life of the product is not to your satisfaction, you can remove the item from your order at the time of pick up or return it within 14 days of purchase for a full refund or exchange. You can also contact our Customer Service team via email or phone for assistance.
Arriving to pick up your order outside of your chosen time slot without prior notification may cause delays. We recommend that you contact your selected Click & Collect location to check availability if you need to show up early or late to pick up your order.
To cancel an order, simply sign in to your www.loblaws.ca account, open the cart and click Cancel Order from the summary section. If it is past the cut-off time or if you need any assistance, please contact Customer Service.
I SAVED AND USED MY PC FINANCIAL MASTERCARD FOR MY CLICK & COLLECT ORDER BUT MY RECEIPT SAYS, "YOU COULD HAVE EARNED X PC OPTIMUM POINTS WITH PRESIDENT'S CHOICE FINANCIAL MASTERCARD". WHY DID I NOT RECEIVE MY POINTS?
You will still receive the PC Optimum points onto your PC Financial MasterCard account. Our in-store system is unable to determine what form of payment was used online for your Click & Collect order and displays this message for all saved credit cards used during pickup. We apologize for the confusion.
Please send us an email, write to us or give us a call via our Contact Us https://www.loblaws.ca/contact-us page. We will make sure your questions or concerns are answered or directed to the appropriate parties at Loblaws. When sending e-mail, please be specific about your question or problem and include your browser and operating system where appropriate.