Stew Leonards

All Stew Leonard’s app members will need to reset their password upon first sign in (click the text that displays this information and the password reset link will appear.)

All Instacart and Instacart+ members will need to register an account. CLICK HERE To do so.

Instacart+ members can then click the account profile (at top right once signed in) to link their express membership (now called Instacart+).

Stew Leonard's partners with Instacart to provide 24/7 customer support for all online orders. For order or site support, please contact Instacart Care at 1-888-246-7822 or email help@instacart.com.  

Not able to find an item you’re looking for in our inventory? Here are a couple things to try.

Use the search box on the website. Sometimes searching for one keyword (for example, searching for “watermelon” instead of “watermelon slices”) can help.


You can either search for a specific item or browse by department. We also make recommendations based on what you bought before.

Add items to your cart by selecting +Add or Add to Cart. You can also adjust the item quantity by using the + or - buttons.
You can review your cart while shopping by selecting the shopping basket button. Here, you can see the next available delivery time and the amount needed to reach any order minimums. You can also view your item total, adjust quantities, or remove items from your cart.

When you’re ready to check out, visit your cart and select the Checkout button. You’ll need to add a delivery address, preferred delivery window (up to 5 days in advance), and payment information. Then, go ahead and place your order! Your groceries will be on their way in no time. Or you can place your delivery for up to 5 days from now.

If your shopper hasn’t started working on your order, you can update it on the Order page. If your shopper already started working on your order, you can chat with them for assistance by selecting Chat with shopper from your Order page.

Add a new item
To add an item to your order—
1. Go to Account, then Order History.
2. Select Current order, then Add to order.
3. Search the item(s) you want to add.
4. Select the + icon to add to cart.
5. Follow prompts for confirmation.
Change quantity or remove an item
To make changes to your current order—
1. Go to Account, then Order History.
2. Select Current order.
3. Select the item you want to adjust.
4. Increase or decrease the item quantity using the + and - buttons.

Approve order changes
If an item you ordered is unavailable, you can select options for replacements or choose a refund for the item instead.
To see items your shopper already found—
1. Select Account.
2. Select Your orders.
3. Select your current order.
4. Select See Shopped Items.
5. To approve the change, select Approve
6. If you prefer another option, Select Other options…
7. Don’t see the option you prefer? Select Chat at the top of the screen to talk to your shopper
8. When shopping is complete, select See Shopped items again to view all items in your order.

 

Add instructions for how you want your order shopped and/or delivered. Through instructions, you can let your shopper know that you prefer greener bananas or help them find the apartment to drop off your order.

 

How do I add item instructions?

You can add item instructions from your cart, on the checkout page, or even after you place your order (but only before it’s been shopped).

  • From your cart: Click or tap Instructions on the item for which you’d like to leave a note
  • From the checkout page: Click or tap Review to review items and add instructions
  • After you ordered: Visit the Order page to review your items and add any instructions

Item instructions carry over to future orders. If your item preferences change, make sure to review your notes when ordering the same items in the future.

During checkout, you can request the order be left at your door if you're not around. This option will notify the shopper it’s an unattended delivery and prompt them to take a picture of the order at your door before they leave.

Please note— If you choose for your order to be left unattended, you accept full responsibility for the order after it has been delivered, including any loss due to theft or temperature sensitivity damage.

 

Replacement instructions

Items may be out of stock. When this happens, you have 3 options—

  • Find Best Match: Your shopper selects the best possible replacement. This is the default option for when items aren’t available.
  • Pick Specific Replacement: To select your own replacement, tap or click on the item, then select Pick Specific Replacement. You can search the catalog or choose a replacement from a list of suggestions.
  • Don’t Replace: If you prefer not to replace an item, choose Don’t Replace to get a refund instead.

Keep in mind you’ll be refunded or charged for the difference in price for replacement items.

If you have order notifications turned on, look for alerts when an item is replaced or refunded.

 

How do I add delivery instructions?

Adding delivery instructions can help shoppers deliver your order. Your delivery driver sees these instructions when they start heading your way.

Useful info to include—

  • Parking locations
  • Building security or gate information
  • Specific directions for hard-to-locate front doors
  • Any markers on your home that might help the shopper find the best entrance

You can add delivery instructions—

  • While placing the order
  • After placing the order (but before your order is shopped)
  • When adding an address to your account

If your shopper is working on your order, you can contact your shopper directly.

Please note that shoppers who can’t reach you via chat or phone may not be able to deliver your order.

It’s easy to track your order, from the moment your personal shopper starts finding your items until the moment it arrives at your door.

Order status

To check your order status on the website—

  • Click account
  • Click Order History
  • Click on an order to view its status

Tracking your order in progress

If you have text message notifications enabled, you’ll receive a message when your personal shopper begins working on your order.

  • Click Account > Order History
  • Click on Current order to see Shopped Items and to view items already found and changes like replacements and refunds.
  • You can Approve changes or choose Other options for each item.

Want to chat with your shopper? Click the Chat link at the top of the screen to let them know if you want to add items to your order or make other changes.

Tracking your delivery in progress

When it’s time for delivery, you’ll receive a text message that includes an estimated time of arrival.

Need to give your driver last-minute delivery instructions? Click Chat with shopper. (For safety reasons, drivers might not reply while they’re en route.)

After a shopper picks and packs your orders, they start the delivery process. In some cases, the person who shops your order may not be the one who delivers it.

To make sure you get your delivery as scheduled

  • Keep an eye out for text messages and phone calls from the delivery driver.
  • Leave helpful instructions for parking, gate codes, or other clues to find your home.

If the delivery driver can’t find your location, they’ll try to get in touch with you by texting or calling. Unless you specifically request for them to do so, drivers can’t leave an order unattended.

If the driver can’t find or contact you, they may have to cancel the order

If you can’t be there to receive your delivery in person, we recommend first reaching out to a friend or neighbor to get it for you. Just let the driver know of the change by adding a note in the delivery instructions or sending them a message through the website.

Alternatively, you can check the box for Leave at My Door Delivery at checkout. You can leave additional instructions for your shopper and receive a photo confirmation once your groceries are delivered.

You can change your delivery date and time up until a shopper begins working on your order. Here’s how to reschedule
1. On a computer, click Account, then Order History; on a mobile device, use the side navigation and select Order History.

2. Find the order and select Reschedule.

3. Choose a new delivery time and/or date.

4. Select Save.

5. The new delivery date/time will update in the Order Info box. You’re all set!
delivering your order.

The default tip is 5% or the percentage you chose for your most recent order, whichever is higher. There is a minimum suggested tip of $2 per individual warehouse delivery. Tips are optional and may be adjusted up to 24 hours after your delivery is complete.

You can modify the tip both while placing an order and after delivery is complete.

Instacart encourages tipping as a way to show your shoppers appreciation and recognition for excellent service. 100% of your tip goes directly to the shopper delivering your order.

The default tip is 5% or the percentage you chose for your most recent order, whichever is higher. There is a minimum suggested tip of $2 per individual warehouse delivery. Tips are optional and may be adjusted up to 24 hours after your delivery is complete.

You can modify the tip both while placing an order and after delivery is complete

You can pay for your Stew Leonard’s order and adjust the shopper's tip on Stew Leonard's website. External payments, such as cash, checks, or third-party apps (Venmo, Zelle, etc.) are not necessary.

If you or your shopper experience issues with payment, please reach out for help through Stew Leonard's website. All payments take place on the website, and you shouldn’t reimburse your shopper for any reason.

Refunds and cancellations are subject to certain conditions. Please read carefully to understand our policies.

Refunds
To request a refund for any reason, you must make your request within 7 days of delivery.
Please let us know as soon as possible if your order—
● Is missing items you were charged for on the final receipt.
● Contains damaged, spoiled, or otherwise unusable items.
Refunds are processed immediately, but it may take 5-10 business days to see the funds in your bank or credit card account, depending on the financial institution. You won't see refunds in your Instacart account.
You can see any credits in the Credits, promos & gift cards section of your Instacart account. Credits automatically apply to your next order at checkout.

Returns
You can take the item back to Stew Leonard's with your digital receipt. The return is subject to Stew Leonard's return policies.

Order cancellations
You can cancel an order for a full refund without any additional fees at any time before a shopper starts working on your order.
The process is simple on a browser —
1. Select Account, then Order History.
2. Select the order you’d like to cancel.
3. On the Order page, select Cancel order.
When you cancel an order during the shopping or delivery process, you may be charged a cancellation fee of up to $15. To cancel after shopping has started, reach out to Instacart Care at 1-888-246-7822.


By linking your Instacart+ membership to your Stew Leonard's account, you can enjoy Instacart+ benefits while ordering through the Stew Leonard's website.

To link:
1. Log in to the shopnow.stewleonards.com site.

2. From the homepage, select the Account button at the top right corner next to the cart icon (it should show your membership account name).

3. Select My Profile.

4. Here, you should see a box on the right hand of the screen asking to link your Instacart+ membership to your Stew Leonard’s Account.

5. Enter your Instacart email and password, then select Log in.

6. An authorization box will pop up asking you to authorize Stew Leonard's to use your Instacart account. Select Allow.

7. Your Instacart+ membership is now linked to your Stew Leonard's account!

See a charge from Instacart you don’t recognize? Before you reach out to us for help, you may want to double-check it isn’t
● An Instacart+ subscription fee
● A temporary authorization hold for an order in process
● An adjusted total for changes in your order (e.g., items unavailable or replaced items at a different price)

Temporary authorization hold amounts
For orders in process, Instacart places a temporary authorization hold for a slightly higher amount than your estimated order total. This small difference accounts for potential changes in the final total due to special requests, added items, items replaced at a different price, and actual weight of items.
We release the authorization hold after your order is delivered or canceled. It can take 3-5 business days for the pending charge to drop, depending on your bank.
Instacart will only charge you for the total of the items delivered to you.

Final total different from total at checkout
When you place an order, Stew Leonard’s will show you the anticipated total, including estimated taxes and fees. The final total charged to your card may be different if any changes occur during the shopping process, such as—
● An item is out of stock and you’re refunded.
● You add an item to your order after checkout.
● An item you order needs to be replaced, and the replacement has a different price.
● An item you order is sold by weight and the exact weight is slightly different.
● Your shopper fulfills a special request for an item not in the catalog.

Recurring charges
For security reasons, Instacart’s payment processor can’t store a card's CVC on file. Instacart’s payment processor flags the initial charge as "recurring", so you don’t have to re-enter your card information every time you place an order.

Fraudulent charges
If the scenarios outlined in this article do not apply and you still feel the charge you see is fraudulent, please email help@instacart.com and include the following information—
● The last four digits of your card number
● The date of the unauthorized charge(s)
● The amount of the unauthorized charge(s)
Talk to Instacart before disputing unknown charges directly with your bank. When a dispute is filed, the associated Instacart account is placed on hold during the investigation, which can take up to 90 days.

For assistance with your Stew Leonard's loyalty account, please contact the Stew Leonard's Help Desk at 1-800-553-8341 (U.S.).

Food safety and quality is a top priority at Instacart. All shoppers are well-equipped with knowledge to make sure your food is properly picked and maintained at all stages of the shopping process.

Educating shoppers on food safety
Instacart helps prepare shoppers to safely handle and transport food with an interactive food safety walkthrough, shopper food safety requirements, and best practices guides. Shoppers learn to look for the freshest possible items and pay special attention to expiration dates, broken seals, and the quality of fresh produce.


Storing food properly
Insulated bags and coolers may also be used to make sure your items stay at the appropriate temperature while in transit.

Some sales and promotions available in-store may not be available online

Instacart Curbside Pickup:

Stew’s prices on Instacart are 15% higher than in store (rounded up to the nearest $0.09)

 

Stew Leonard’s offers great low prices on everyday items; however, we do add a price increase to cover the cost for the Instacart service to shop your order in the store.

There is a pickup fee of $1.99

The fee for each pickup will be displayed when selecting a pickup window during checkout, before you place your order.

Instacart Delivery:

Stew’s prices on Instacart are 15% higher than in store (rounded up to the nearest $0.09).

 

Stew Leonard’s offers great low prices on everyday items; however, we do add a price increase to cover the cost for the Instacart service to shop your order in the store. In addition, Instacart charges a delivery fee (optional, preset at 10%) to cover the cost of having your favorite Stew’s products delivered to your door.

There is a scaling delivery fee based on how big your order is. Often $3.99.

The delivery fee depends on the size of your order and the delivery time that you choose. The fee for each delivery will be displayed when selecting a delivery window during checkout, before you place your order.

Then there is a service fee.

This fee helps support the Instacart platform and covers a broad range of operating costs including insurance, background checks, and customer support.

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