Need help?

Changing your pickup/delivery slot, if possible, is done through the grocery store that you have linked to your Jow account.

For all Kroger branded stores, once you place your order, you cannot change your pickup time or location. If you need further assistance with pickup or delivery, contact the customer service for the store location you're shopping with.

Oh no! We are so sorry to hear this. If you have damaged or missing items, please reach out to the customer service team at your preferred local grocery store that is linked with your Jow account and they will be able to assist you.

You can reach out to Kroger regarding damaged or missing products here:

Your Pickup associate will carefully check your order to ensure that all items are included. If you have a question about your order once you unpack your items, please contact us at 1-800-576-4377, Monday through Friday, 8am to Midnight EST, and Saturday and Sunday, 8am to 9:30pm EST.

Because pick up isn't scheduled through the Jow app, you will need to contact your local grocery store with whom you placed your order through. Each store may have their own policy and deadlines, so please keep this in mind.

Kroger

Your time slot is a one-hour window in which you can arrive to pick up your groceries. (TIP: Arrive in the middle of your time slot to beat the rush!) Typical Pickup hours are from 7am to 9pm, seven days a week. Some hours may vary by location. Check local store listing for details.

If you're unable to pick up your order on the scheduled date, the items in your order will be restocked in the store, and you'll need to place your order again.

For HEB

Your order will be ready for pickup during the pickup window you selected at checkout in Jow. You don't need to wait for a text message or email. You can check your order status by viewing your order details in the H-E-B app or the website.

If you miss your pickup time, the store will gladly hold your products until the end of the day. If you can’t pick up your order on your scheduled pickup day, your shopper will call you to reschedule your pickup.

​For Kroger

Your time slot is a one-hour window in which you can arrive to pick up your groceries. If you cannot pick up your order on the scheduled date, the items in your order will be restocked in the store, and you'll need to place your order again.

Please refer to your preferred grocer for any additional assistance regarding order pickup.

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For HEB users, yes, someone else may pick up your order. Please be sure they know the name on the order and the order number.

For Kroger users, in addition to the name and order number, they would just need to provide a valid ID for any age-restricted items.

Once your order is placed, all communications will occur between you and your grocer, regardless of whether you've checked out with Jow.

1. When you arrive at your store, follow the signs to the Pickup area and park in one of the marked spaces.

2. Next, scan the QR code on the sign to let the Pickup associates know you’ve arrived.

3. An associate will bring your order out and load it into your vehicle, then you can be on your way!

TIP: If you’re using the app, turn location services on. A Kroger associate will automatically be notified when you’ve arrived!