Dana's Store
5201 Great America Pkwy, Fremont, CA 94555
(992) 261-5656

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Frequently Asked Questions (FAQs)

Here, you will find answers and general information about our online shopping program.

Q: Is there a minimum order amount?
A: Yes. When you Checkout, if you have not met the minimum order amount, you will receive an error message that reads, ‘Subtotal must exceed minimum order amount.’ Along with, ‘Minimum order amount is [$20.00].’

Q: How do I place an order?
A: Placing an online order can be completed in just a few simple steps:
  1. Create an account, or sign in to your account.
  2. Place items in your cart by clicking the ‘Add to Cart’ button below each product photo. When you’re finished shopping, click the yellow ‘Checkout’ button.
  3. Proceed through the Checkout step process: Billing Information, Delivery Information, Shopping Method, Payment Information, and Order Review.
  4. Once you click ‘Place Order’ you will be taken to a screen that lets you know what your order # is and lets you know that your order has been received. You will also receive an email with details of your order and a link to track its progress.
  5. Once the instore personal shopper has gathered your items, you will receive a text message saying your order is ready for pickup.
  6. When you arrive at the store, park your car in the designated online shopping pickup area and go to the online shopping register where you will pay for your order.
  7. An associate will take your groceries to your car for you.

Q: Is your online shopping program available to businesses?
A: Yes. For large orders, we recommend that you place your order 7-10 business days in advance. For more information about setting up a business or for account questions, please call our store and ask to speak with someone about our online shopping service for businesses.

Q: Once I place my order, how long before I can pick it up?
A: The store sets a window of dates and times for you to choose from. As you’re going through the checkout process, you will be prompted to select a date and time for pickup.

Q: If I’m not sure what I want to order, how can I find items?
A: There are several shopping starting points from the home page.
  1. Favorite Products (in gear drop-down menu)
  2. Ad Specials
  3. Search (field)
  4. Shop by Department
  5. Featured Products
  6. Products on Sale

Q: When will my credit card be charged?
A: If the store only offers pickup and pay, your credit card will be charged when you come to the store to pickup your order and pay. If the store offers both pickup and pay and delivery, you can pay for your order online before receiving your groceries. The amount that you pay with your card online is estimated (due to items that may need to be weighed) and is temporarily held until you receive your groceries and the order has been processed as completed by the grocery store. At that time, the actual and final amount you owe will be withdrawn from your banking account.

Q: How do I update my account information?
A: You can update your account information by clicking on ‘My Account’ in the gear symbol drop-down menu, which is located in the top right corner of the online shopping website page.

Q: Will you use my account information for anything other than online grocery shopping?
A: We take your privacy seriously. Please read our Privacy Policy which is located in the lower right corner of the website.

Q: How can I use coupons with online shopping?
A: You can redeem coupons when you pay for your groceries at the online express register instore.

Q: Can I use Electronic Benefit Transfer (EBT) with online shopping?
A: At this time, we do not accept EBT with online grocery shopping.

Q: How will I be charged for items that are sold by weight, like some meats and vegetables?
A: When you’re shopping online, in the shopping cart, you will see weight ranges and prices for by the pound items. You choose the weights you want for items you’re purchasing. When our personal shopper gathers items from your shopping list, he or she will weigh the by the pound items. You will only pay for the actual weight of the items.

Q: How will I be charged if items go on sale after I have submitted my online shopping list?
A: If any items on your online shopping order go on sale between the time you submit your order and our personal shopper fulfills your order and you pickup, you will only be charged the sale prices.

Q: Will I be charged the sale prices for items I order that are listed in the weekly ad even if I pickup after the weekly ad date has ended?
A: If you order items that are found in the weekly ad and you place your order and pickup your order within that week’s weekly ad dates, the prices will remain the same. However, and note that, you will be charged prices that are valid on the day your order is picked up or delivered, NOT the day the order is placed. So, if you place an order on, say, a Thursday but do not pickup your order until the following Thursday (when a new weekly ad has already started), you will be charged prices from the new weekly ad. This means that some items you may have ordered will no longer be on sale. It also means that some items you may have ordered will now be on sale.

Q: How can I make sure that if an item I have ordered is not available that the in store personal shopper has my permission to substitute the item?
A: By default, our online shopping system is set to allow substitutions. If you do not want substitutions, click on ‘View Cart,’ then check ‘Do not allow’ under the Substitution column for each item you’re ordering that you do not want a substitution for if it’s not available. If a specific item is not available, unless you have checked ‘Do not allow,’ we will substitute it with a comparable item and only charge you an equal amount or less.

Q: What happens if I cannot find a specific item while shopping online?
A: If you cannot find a specific item while shopping online, it is either not available online or we just do not have it. Please let the store manager know what the item is and we will see if we can add it to our online shopping program.

Q: What if I have a specific request for an item? For example, I like my bananas more ripe than not.
A: When you Checkout, you can add comments in the ‘Customer Order Comment’ box located in the ‘Order Review’ section of the Checkout process.

Q: How can I add an item to my online order after it has already been placed?
A: Unfortunately, once an online order has been submitted you cannot add to that specific order online. However, if you have not already received a ‘Ready for Pickup’ text, you can call the store and we’ll add the item(s) to your order.

Q: Can I pay with a gift card?
A: At this time, we do not accept gift cards as payment. Payments must be made with cash, a credit card, or a check.

Q: What if I miss my pickup window?
A: If you miss your pickup window, we will contact you to reschedule your pickup or cancel your order. Note: We reserve the right to charge a restocking fee for missed orders.

Q: How can I delete an item from my order after it has already been placed?
A: You can delete an item from your order if our personal shopper has not already completed your order. Contact the store and request to have the item removed from your online shopping list order. If you call the store, ask to speak with someone regarding your online shopping list.

Q: What happens if I receive an item that is spoiled, damaged, or not up to par?
A: We will issue you a refund or replace the item in question. Simply contact the store regarding your issue. If you call the store, ask to speak with someone regarding your online shopping list.

Q: Am I able to create a shopping list for the future?
A: Yes. If you start a new shopping list and need to Sign Out, when you sign back in you can pick up where you left off.

Q: Can I change my pickup time?
A: Yes. You can change your pickup time by contacting the store. Just ask to speak with someone regarding your online shopping list.

Q: Where do I go to pickup my order?
A: There is a designated pickup area in the parking lot for online shopping customers. Look for the signs. Pull into the designated pickup area and go to the online shopping register inside the store, where you will pay for your groceries. Once you have paid for your order an associate will take the groceries to your car.

Q: Do I need to tip the associate who loads my order?
A: No. Tips cannot be accepted, but our associates always appreciate smiles and a thank you.

Our Freshness Guarantee
We stand by the quality of our products. If you are not satisfied with a product you receive through our online shopping program, you can call customer service for a refund. You can also return it to our store just bring the receipt.

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