Grocery Delivery & Pickup FAQs

Frequently Asked Questions about Grocery Delivery and Pickup with Instacart

How do I place a grocery Delivery or Pickup order?

We’ve partnered with Instacart to provide grocery Delivery services. To get started go to instacart.newleaf.com and enter your zip code to see if Instacart provides delivery to your area. You can also download the Instacart app on your phone. Then create an account with Instacart and start shopping.


How much does Delivery cost? How about Pickup?

Delivery fees depend on the size of the order and the delivery time chosen. Fees for orders under $35 range from $5.99 and $7.99 and fees for orders $35 or higher typically range from $3.99 to $5.99. There is also a small service or shopping fee of about 5% for delivery orders.

The fee for Pickup is $3.99 for orders under $35 and $1.99 for orders $35 and over.

Delivery and Pickup fees are waived for Instacart Express members. Instacart Express is a membership option for customers who want to use Instacart regularly. For a flat annual cost (around $100) or low monthly fee customers get unlimited free deliveries or pickups from any retailer Instacart works with in our area (for orders over $35).


Can I order alcohol for Delivery or Pickup?

Yes! If your order contains alcohol you will be required to enter your date of birth on the Instacart site/app and show your ID upon delivery or pickup.


What if an item in my order is not available in the store?

Sometimes items sell out in the store before your order is shopped. Instacart shoppers are trained to choose good substitutes for out-of-stock items if you indicated you would like substitutions made. You may also choose specific substitutes for each item at checkout or by clicking on the “preferences” link next to each item in your cart.


Where do I pick up my Pickup order?

Pickup is currently available at the Aptos, Capitola, Half Moon Bay, and Westside stores. Go to the store you selected at checkout and park in one of the two designated Pickup parking spots near the front of the store. Don’t worry if you can’t locate these spots or the spots are both full – using the link in the text you received to let you know your order is ready – you can tell us where you are parked, what your car looks like, and license plate number.


Can I earn Neighbor Rewards on my Delivery/Pickup orders?

Yes! If you already have a Neighbor Rewards account simply enter your Neighbor Rewards number into the “card number” box below your order total at checkout on the Instacart site. You can also enter your Neighbor Rewards number under “loyalty cards” in your Instacart account. If you don’t already have a Neighbor Rewards account you can sign up here.


Can I redeem my Neighbor Rewards reward dollars on Instacart?

No, sorry! Instacart, the company we partner with to fulfill Delivery orders, does not have the ability to apply Neighbor Rewards reward dollars at this time. Reward dollars can only be redeemed in-store.


Can I use a New Leaf gift card to pay for my Delivery/Pickup order?

Since Instacart is a third party site they are only able to accept Instacart gift cards. If you would like to purchase an Instacart e-gift card go to Instacart.com and 1) login or create an account, 2) click on the Account menu at the top right corner of the screen, and 3) select “Buy Gift Card.” If you have questions or need assistance you can contact Instacart by emailing them at help@instacart.com or calling 888-246-7822.


Can I get my senior or military discount on Delivery/Pickup orders?

No, sorry! Instacart, the company we partner with to fulfill Delivery orders, does not have the ability to apply a senior or military discount at this time.


Do you accept WIC or SNAP benefits as a form of payment?

No, sorry! Instacart, the third party partner with to fulfill Delivery orders, does not accept WIC or SNAP benefits as forms of payment at this time – only credit, debit, or Instacart gift cards.


How do I modify a pending order?

You may add items to an existing order as long as the shopper hasn’t started picking your order. To add items click on the Account link to the left of the cart button and select “Your Orders.” Click on the “view order detail” link next to your most recent order and then click the “Add to order” button near the top of the page. A search box will pop up. Search for the item you would like to add and make your selection from the items that appear.


Can I change the time or location of a pending order?

Once you’ve placed your order you cannot change the time or location. The only option is to cancel your order and redo it for the time and location you prefer.


How do I cancel an existing order?

You may cancel an existing order as long as the shopper hasn’t started picking your order. To cancel an order click on the Account link to the left of the cart button and select “Your Orders.” Click on the “view order detail” link next to your most recent order and then click the “cancel order” link near the top of the page.


How do I notify you when I’ve arrived to get my Pickup order?

You will receive a text when your order is ready for pickup. Click on the link in the text to let us know when you’ve arrived. If you have the Instacart app on your phone you can notify us via the app if you prefer.


Where do I pick up my Pickup order?

Pickup is currently available at the Aptos, Half Moon Bay, and Westside stores. Go to the store you selected at checkout and park in one of the two designated Pickup parking spots near the front of the store. Don’t worry if you can’t locate these spots or the spots are both full – using the link in the text you received to let you know your order is ready – you can tell us where you are parked, what your car looks like, and license plate number.


Why does the order total I was quoted when checking out online differ from my final receipt?

The total reflected on your final receipt may differ due to substitutions and weighted items. The weight of the items you added to your cart is based on averages (e.g. 1 banana weighs .26 lbs on average) whereas your final receipt reflects the actual weight of your items.


Why are there two charges for my order on my card?

The first charge is an authorization charge and the second is the actual charge for the order. An authorization charge is made at the time you place the order to confirm the card is valid. Depending on your financial institution the hold should be released within 1 to 5 business days. For more information regarding your authorization charge please contact your financial institution.