FAQ

Getting Started - +

Do I have to create an account before I shop?

No. Feel free to browse our products and service information without creating an account.

If you are not signed in to an account, when you add a product to your cart you will be prompted to enter your zip code to confirm that we deliver to your area. You can choose to create an account at this time or when you check out.

How do I sign in?

If you are an existing user of Subziwalla, please follow these steps:

  • Click on “sign in” at the top of the website. Enter your email address and password. If this is the first time you’ve signed in to the new website you’ll be asked to reset your password. Click on the button provided to be sent instructions via email on how to do complete this change.
  • You’ll receive an email from us with password reset instructions. Typically it should take less than a minute to receive this email, but depending on the speed of your email server, it may take a few minutes.
  • Click on the link in the email to return to the Subziwalla website. You’ll be prompted to reset your password. After your password is reset, you can sign in with your email address and new password and begin your shopping.
  • If you have any difficulty signing in, or haven’t received your password reset email, click on the “Forgot your password” link in the sign in window to reset your password.

If you are a new user to Subziwalla, select “My Account” and “Create a new account.”

What is the minimum order?

Our minimum order requirement is $40.00 (excluding tax and the delivery fee).

How much does delivery cost?

While we do not charge a fee for delivery, we charge a service charge of $4.99 per order for the ability to partner with FedEx to bring your groceries in safe, secure and timely manner. Learn more about our FedEx Partnership.

Do you deliver in my area?

Currently, we deliver to residences in the Metro-Atlanta area including parts of Cobb County, Dekalb County, Fulton County, and Gwinnett County,

To find out if we deliver to your neighbourhood, add an item to your cart or sign up with an account by clicking the sign in button at top of the website and you’ll be prompted to enter your zip code.

If we don’t delivery to your area currently don’t worry! Sign up for updates so that we can stay in touch and let you know when we’re coming to your area.

When do you deliver?

You can schedule a delivery up to four weeks in advance or as early as the next day. We will will inform you the day before your order is scheduled to arrive, once your order is out for delivery and when your order is delivered.

How long can I hold items in my cart before I check out?

When you reserve a delivery time, we’ll keep that time slot for you for 90 minutes while you shop. Once you checkout, your delivery time will be confirmed.

If you’re like us and spend an extra-long time pondering the great produce questions of our day (like whether or not tomatoes should be listed under “Vegetables”), and your 90 minutes expires, you’ll be asked to select a new delivery time at checkout.

How are my groceries being packed?

To maximize freshness and quality, your order is prepared and packaged in our facility at Tucker, GA on the day of delivery. Similar items are packed together (breads and other pre-packaged items are together, produce items are together, frozen items are together, etc.).

All items in your order are packed in double-layered insulated tote bags, which will keep all items fresh for up to 12 hours. Only when out for delivery is your order removed from the specific temperature conditions required for ultimate freshness.

How do I pay for my order?

You can pay for your groceries online by VISA, MasterCard or debit card.

How do I find specific products or sale items?

You can search for any brand, product or category using the search bar at the top of the website. You can also use the menu bar at the top of the page, where you can browse products by looking through product categories such as “Fruits and Vegetables” and “Dairy.”

The best way to make sure you know what’s on sale at Subziwalla is to sign up for our weekly email newsletter.

What are “Favorites”?

“Favorites” are a list that you can create to make it easier for you to add your most frequent items to your cart. You can favorite any item that you want using the heart icon under the product photo.

Products - +

How can I find products?

You can search for any brand, product or category using the search bar at the top of the website. You can also use the menu bar at the top of the page, where you can browse products by looking through product categories such as “Fruits and Vegetables” or “Dairy”.

If for any reason you cannot find a specific product, feel free to contact us or chat with a customer care agent.

What is your satisfaction guarantee?

If for any reason you are not satisfied with an item you receive or have mistakenly delivered the wrong product, please chat or email our Customer Care team about any order issues within seven days of the day on which the item was (or was to be) delivered and we will happily issue a credit for the retail value of the product in question.

Do you provide substitute products if the item I want is out of stock?

Occasionally, items that were in stock when you placed your order will be out of stock when your order is being selected for delivery. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it.

Substitute items are selected to be as close to your original product choice as possible. For example, if you purchase bananas, and bananas are out of stock when we shop for your item, we may provide you with organic bananas instead. However, we will not substitute in a completely different product, such as peaches or pears, instead. If a substitution is made, you will always be charged the lower of the two prices. This means if the substitute item costs more than the original item, then you will pay the lower price of the item you originally ordered. If the substitute item costs less than the original item, then you will pay the lower price of the substituted item.

You can authorize substitutions in your cart by choosing the “Accept Substitution?” box next to each item, or choose the “Accept Substitutions for All” box at the bottom of the cart.

How do I suggest a product that should be offered?

Have some food for thought? We love to hear from our customers! Let us know what products you are looking for by filling out our feedback form.

Orders - +

How do I know an item was added to my cart?

Once you have clicked the “Add to Cart” button below or beside the product photo, the button will show a “1” indicating that one unit of that product is in your cart. You will also have the ability to add more of that item, using the “+” button, or remove the item, using the “-” button. You can review the items in your shopping cart by clicking on the shopping cart icon in the top right of the website.

How do I place an order?

To place an order, place your mouse over the shopping cart icon in the top right of the website and select “View Cart.” On the “My Cart” page, you can review and/or edit the items in your cart before your check out.

Once you’re ready to check out, click “Check Out” and you will arrive on the check out screen where you can add/edit your delivery address, payment methods, apply a promotional code to your purchase and place your order.

Every time you submit your order, a confirmation email will be automatically sent to you. If you do not receive confirmation within one hour, please contact us to verify the status of your order.

Can I view the status of my order and order details?

Yes. Sign in to Subziwalla and select “My Account” drop down menu at the top of the website. In the “My Account” menu, select “My Orders” to review a list of your current and previous orders. Their status (pending, submitted, completed and cancelled) is listed on this page. Select an order to view the items purchased, payment details and the delivery address and time.

Can I change, cancel or add items to my order?

You can reschedule or change an order up to 5 days before delivery. The cut-off date for making changes to your order will displayed when you check out and is also available in the “My Orders” section of your account.

What is the cut off time to book, modify or cancel a delivery?

The cut-off time for cancelling your order will displayed when you check out and is also available in the “My Orders” section of your account. A general guideline is below:

If you cancel an order after the cut-off time you will be charged a 100% restocking fee for perishable items (fruits, vegetables, etc.) and a 25% restocking fee for any dry goods. The restocking fee covers the costs associated with loss of perishable items, plus labor and other costs associated with restocking.

What happens to my cart if I leave the website without checking out?

If you are signed in to your account and need to leave your computer or phone before checking out, your cart will be saved and be visible to you until you are logged out. If you are planning on being away from your computer and have a full cart, we recommend you check out or save your items to your “Favorites” list.

If you are not signed in to an account, your cart will be cleared if you leave the website.

Can I print my order?

Yes. You can print your order when you place it, or if you wish to print your order afterwards, you can also sign in to Subziwalla and select “My Account” drop down menu at the top of the website. In the “My Account” menu, select “My Orders” to review a list of your current and previous orders. Select an order to view its details and print it . Subziwalla will email you an order confirmation that you can print out as well.

Can I place a phone order?

No, we currently are not able to receive orders over the phone.

Do you accept business or corporate orders?

If you are interested in receiving bulk orders for your business please use our Contact Us form to provide more details.

Is there a limit to what I can order?

We will gladly accept orders of reasonable size (need $400 worth of groceries? No problem!), but we reserve the right to refuse orders that are unreasonable in nature for a typical grocery store order (for example, 50 cases of mangos).

We want to avoid disappointing customers by depleting inventory on a single order. So, if you are preparing for an event or a large order, Contact Us and we’ll do our best to meet your needs. If you process an order on the website that we're not prepared to deliver, our Customer Care team will contact you to discuss an acceptable alternative.

Payment - +

How do I pay for my order?

You can pay for your groceries online by VISA, MasterCard or Debit Card.

Can I use multiple payment methods?

No. We accept one form of payment for a single order.

How can I save my credit card information?

You can save a credit card in your account during checkout. As you complete your order, you’ll add or select a delivery address, delivery date and payment method, including a credit card. To keep your information safe and secure, and to follow regulations governing credit card information, you cannot add a credit card to your account under the “My Account” settings.

Do you pre-authorize orders? When do you charge for the order?

We do not charge a pre-authorization as all orders payment methods are charged as soon as the order is confirmed, and you should expect the funds to be withdrawn from your account at that moment.

Can I buy a Subziwalla gift card?

Unfortunately we do not currently have Subziwalla gift cards available for purchase, but please sign up for updates and we’ll let you know when we have them for sale!

Where can I find Subziwalla coupons or promo codes?

Currently Subziwalla does not accept manufacturer’s or store coupons.

You can sometimes find Subziwalla promotional codes in our email promotions. To ensure you receive emails from us, make sure you opt-in to receive emails from Subziwalla. Simply go to “Edit Account” (under “My Account”) and select from the options in “Email Notifications” to make sure you're receiving our promotional emails.

How do I apply a promo code I’ve received?

On the check out screen your are able to enter a promotional code in the area that provides your order subtotal. Please be sure to enter your promotional code prior to selecting “Checkout Now.” Only one promotional code will be accepted during checkout.

What happens if my credit or promo code was not applied to my order?

If you entered a promo code or have a credit on your account that was not being applied during the checkout process, or does not appear on your final invoice, please contact our Customer Care team .

Delivery - +

Do you deliver in my area?

Currently, we deliver to residences throughout the Metro-Atlanta region including parts of Cobb County, Dekalb County, Fulton County, and Gwinnett County,

To find out if we deliver to your neighbourhood, add an item to your cart or sign up with an account by clicking the singin button at top of the website. You’ll be prompted to enter your Zip code. A message will appear if we don’t deliver in your area.

When do you deliver?

You can schedule a delivery up to 4 weeks in advance or as early as the next day. We will inform you the day before your order is scheduled to arrive, once your order is out for delivery and when your order is delivered.

How much does delivery cost?

While we do not charge a fee for delivery, we charge a service charge of $4.99 per order for the ability to partner with FedEx to bring your groceries in safe, secure and timely manner. Learn more about our FedEx partnership here.

How are my groceries being packed?

To maximize freshness and quality, your order is prepared and packaged in our facility at Tucker, GA on the day of delivery. Similar items are packed together (breads and other pre-packaged items are together, produce items are together, frozen items are together, etc.).

All items in your order are packed in double-layered insulated tote bags, which will keep all items fresh for up to 12 hours. Only when out for delivery is your order removed from the specific temperature conditions required for ultimate freshness.

Who will deliver my order?

We are proud to partner with FedEx for our delivery solutions. Our partnership with FedEx ensures that your order is in the best of hands from the moment it leaves the warehouse to the moment it lands on your doorstep.

Do I have to be home to receive my order?

Not at all! Our double-layered insulated packaging is meant to be outside for hours no matter the weather. The driver will leave the package on your doorstep or with your building concierge, and you will receive a text or email notification when it is dropped off. You can select your preferred notification method in the “My Profile” tab in the “My Account” section of the website.

Now you have the free time to doing anything else - and not have to wait for your order to arrive.

How do I track my delivery?

Sign in to Subziwalla and select “My Account” at the top of the website. On the “My Account” page, select the “My Orders” tab to review a list of your current and previous orders. Their status (pending, submitted, completed and cancelled) is listed on this page. Once your order is confirmed you will.

Can I change my delivery address after placing my order?

Sign in to Subziwalla and select “My Account” at the top of the website. On the “My Account” page, select the “My Orders” tab to review a list of your current and previous orders. Their status (pending, submitted, completed and cancelled) is listed on this page. You’ll be able to select “edit order” on a pending order to make changes.

You can change a delivery address or delivery time on a submitted order up until the day before delivery. The cut-off time for making changes to your order will be displayed when you check out and is also available in the “My Orders” section of your account.

How can I cancel my order?

You can change a delivery address or delivery time on a submitted order until 5 days before delivery. The cut-off time for making changes to your order will be displayed when you checkout and is also available in the “My Orders” section of your account. If you cancel an order after the cut-off time, you will be charged a $25 restocking fee plus the $9.99 (plus tax) delivery fee. The restocking fee covers the costs associated with loss of perishable items, plus labour and other costs associated with restocking.

To cancel delivery on an order that has already been submitted, please contact our Customer Care team.

What happens to my delivery during inclement weather and hazardous driving conditions?

The safety of our drivers and the public is paramount to us. If your delivery will be delayed due to hazardous driving conditions, we will contact you via email or phone as soon as possible on that day to let you know. If your delivery will be delayed beyond 10pm, our Customer Care team will call you with the option of rescheduling for the following day.

Hazardous driving conditions include:

  • Light to heavy snowfall
  • Snow buildup that makes parking our trucks difficult
  • Heavy winds/rain
  • Ice forming on streets/vehicles
  • Major highway accidents/road deterioration
  • Traffic jams
  • Power outages
  • Road closures or blockages

We will continue to do everything in our power to ensure on-time deliveries, but we ask for your patience and understanding should your order be affected. If you have any questions about our Hazardous Driving Conditions Policy, please contact us.

Should I tip my delivery driver?

Great service is expected! Tipping is not.

Do I need to return my Subziwalla bags and packaging material?

Yes, please! Subziwalla is an environmentally friendly service. We deep clean and recycle our bags along with other packaging material and therefore need them to be returned.

But rest assured, you don’t need to worry about returning them - we will pick them up!

We will contact you to arrange a pick up time and let you know the day before we'll be coming to pick up the bags alson with other packaging material. All you will have to do is leave everything on your doorstep or with your concierge and we’ll take care of the rest!

Returns & exchanges - +

Can I return a product?

If for any reason you are not satisfied with an item you receive, we will credit your account for the value of the item. Please take a picture of the product, and chat or email our Customer Care team about any order issues within 3 days of when the item was delivered.

Do you provide substitutions if the item I want is out of stock?

Occasionally, items that were in stock when you placed your order will be out of stock when your order is being selected for delivery. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it.

Substitute items are selected to be as close to your original product choice as possible. For example, if you purchase bananas, and bananas are out of stock when we shop for your item, we may provide you with organic bananas instead. However, we will not substitute in a completely different product, such as peaches or pears, instead. If a substitution is made, you will always be charged the lower of the two prices. This means if the substitute item costs more than the original item, then you will pay the lower price of the item you originally ordered. If the substitute item costs less than the original item, then you will pay the lower price of the substituted item.

You can authorize substitutions in your cart by choosing the “Accept Substitution?” box next to each item, or choose the “Accept Substitutions for All” box at the bottom of the cart.

Do I have to accept substitutions?

No. If a product is out of stock, we will try to provide a suitable substitute, but only if you authorize it. We will contact you in advance of your order being shipped to confirm whether you would like to receive the substitution.

If you are unhappy with the substitution and do not want to keep it, please contact our Customer Care team. We will make sure the cost is credited to your account. If you did not authorize a product substitution, or received a product in error, please contact our Customer Care team within 3 days of the delivery Customer Care team to determine if a return or refund can be processed.

What should I do if I didn’t receive everything I ordered?

While rare, mistakes occasionally happen, so if an item is missing from your order that has not been noted as “out of stock” on your invoice, please contact our Customer Care team to let us know what is missing.

My Account - +

How can I edit my account?

Sign in to Subziwalla and select “My Account” at the top of the website. On the “My Account” page, you’ll be able to make changes to your name, email address, delivery address, payment method and email notifications.

How can I edit, add or delete an address?

Sign in to Subziwalla, select “My Account” at the top of the website and click on the “Edit Account” menu item. Choose the “Delivery address” section at the bottom of page. Select “Add a new address” to add a new delivery location. Or select “edit” under an existing address to make changes to that delivery location.

How do I add or remove a form of payment to my account?

You can add or change your form of payment during the checkout process. When reviewing your order, select “Edit” to add a new credit card to use for payment. This card information will be available to you during your next checkout as well.

What do I do if I forgot my password?

Click the “Forgot your password?” link in the sign in window. Follow the prompts to reset your password.

Technical Assistance - +

Why am I unable to sign in?

There may be an error with the password or email address you entered. Try typing in your password or email address again. If you forgot your password, click “Forgot Your Password?” below the sign in fields and reset your password. If you are still having problems signing in, please contact our Customer Care team .

I’m having trouble accessing the website, what should I do?

Let us know what problems you are having by filling out our feedback form or chat or email with our Customer Care team . We’ll be happy to help you through the website!

How does your referral program work?

If you love Subziwalla, tell a friend!

Submit their email address in our Referral form and your friend will receive an email telling them all about Subziwalla. They’ll get 10% off their first order. When your friend places their first order with us, we’ll give you a 10% off your next order.

What is your privacy policy?

The privacy of your information is of the utmost importance to us. Please review our Privacy Policy page .

Where can i leave feedback on your service or website?

We love to hear from our customers! Let us know what you think about our website or services by filling out our Feedback form .

What happens to the feedback I provide?

Feedback from customers is one of the most powerful tools we have to improve our service. All customer feedback is reviewed by a Customer Care committee on a weekly basis to ensure resolutions are brought to immediate concerns and to note customer suggestions for future improvements to our website and service.