Substitutions and requested items

Your shopper messages you first.

• We wait up to 10 minutes for your reply.
• If you do not reply and you allowed substitutions for that item, the shopper picks the best match.
• If you did not allow substitutions, the item is removed and refunded the same day.

You choose your preference at checkout.

Can't find something in our catalog? Request it. Requested items sit in their own group, labeled "Price confirmed at pickup". If we know a recent price you see it as "Tentative"; otherwise no price is shown.

When the shopper finds the item, they confirm the real price in the store. You are notified of the final price and the charge.

When your order has requested items, you set a spending limit for that group. It starts at $15 and you can raise it up to $100.

• If the price is within your limit, your saved card is charged after pickup.
• If the price is above your limit, the shopper asks you first. If we cannot reach you, the item is not bought.
• We never charge more than you authorized.

Requested items are never substituted. If the shopper cannot find one, it is not bought and you are not charged. We tell you, and your order page offers a one-tap "add to my next order".

Refund details are in the refund and substitution policy. Questions? Visit the help center.