(216)630-5977

FAQs


Hours:

What are your online ordering hours?
  • Orders require 24-hour notice, but can be placed 24/7 (excluding major holidays).
  • Heinen's does not process or deliver orders on major holidays when the store is closed (Christmas, Thanksgiving, New Years Day, 4th of July, Memorial Day, Labor Day and Easter).

Ordering:

How late can I place an order?
  • Please place your order 24 hours in advance for delivery or pickup.
Can I place an order over the phone?
  • Yes, please call Downtown Catering weekdays at 216-630-5977, or Store Customer Service on weekends and evenings at 216-302-3020.
  • Please allow 24-hours for Heinen's to prepare your order.
How do I check the status of my order?
  • Please login to your account.
Is there a minimum amount on orders?
  • No, there is no minimum dollar amount.
Can I order beer or wine?
  • We do not sell beer or wine online.
What if I have a special request?
  • Please call Downtown Catering weekdays at 216-630-5977.
What if there is a problem with my order?
  • Please check your order before the delivery person leaves. If they are not able to help call Downtown Cleveland Catering weekdays at 216-630-5977, or Store Customer Service evenings and weekends at 216-302-3020.
Do you cater wedding receptions and other events?
  • Heinen's Full Service Catering is available for wedding receptions and other memorable events. Learn more by clicking here.

Changes, Cancellations, Returns:

How do I change my order?
  • Please call Heinen's Downtown Catering weekdays at 216-630-5977, or Store Customer Service evenings and weekends at 216-302-3020. Keep in mind we cannot change an order if the food has already been prepared.
Can I cancel my order?
  • Orders can be canceled by phone before food has been prepared. Please call Downtown Catering weekdays at 216-630-5977, or Store Customer Service evenings and weekends at 216-302-3020.
If I cancel or change my order, how will you refund my credit card?
  • We will refund your credit card when you cancel or change your order. If your food has already been prepared, however, we cannot refund your card.
What if there is a problem with my order?
  • Please check your order before the delivery person leaves. If you are dissatisfied call Downtown Catering weekdays at 216-630-5977, or Store Customer Service evenings and weekends at 216-302-3020.

Pick Up and Delivery:

  • Delivery Service is available within the Downtown Cleveland Area for these Zip Codes: 44102, 44103, 44113, 44114, 44115, 44127 and 44195.
  • Delivery fees are based on the number of packages delivered during the week and store pickup is always available at no charge. Weekend delivery is $35 for any number of packages. 
  • Your order will be ready for pickup at Heinen's Grocery Store during our normal business hours:  Monday to Friday 8:00 am to 9:00 pm;  Saturday and Sunday 9:00 am to 9:00 pm.

Payment:

What type of payment do you accept?
  • You can order by credit card. We accept Visa, MasterCard, Discover and American Express.
  • If you would like to discuss other forms of payment, please call Downtown Catering weekdays at 216-630-5977.
Will you accept a Heinen's Gift Card for my order?
  • We only accept credit cards. Gift cards cannot be applied to business catering.
Can I use my Heinen's Corporate Account number?
  • We are unable to accept corporate account numbers for an online order. To place your order, please call Downtown Catering Monday to Friday 8:00 am to 6:00 pm at 216-630-5977, or Store Customer Service evenings and weekends at 216-302-3020.
Do you accept coupons or match a competitor's price?
  • No, Heinen's does not accept coupons for catering.
  • We do not match prices.
When do I pay?
  • You must provide a credit card to order, but the payment will not be processed until your order is ready for delivery.
If I cancel or change my order, how will you refund my purchase on my credit card?
  • We will refund your credit card when you cancel or change your order. If your food has already been prepared, however, we cannot refund your card.

My Account:


What if I don't remember my password?
  • Go to My Account, I forgot my password, and choose 'Click here to have it emailed'.
What if I don't know my user name?
  • The User Name is the email address you used to create the account.
How do I change My Account?
  • Login to My Account to Modify Personal Information, Manage Shipping/Delivery Address, View Saved Cart Items.

How do I find an order?

  • Login to My Account and click View Previous Orders.  You can open and print all of your orders, both current and previous.
How can I save time when I checkout? 
  • Go to My Account and Start Shopping. Your billing and shipping information will be entered automatically with the information in your account.

Tasteful Rewards:

Will my purchase be added to my Heinen's Tasteful Rewards Card?
  • No, catering is not part of the Tasteful Rewards program and we do not add these purchases to your card.

Privacy and Security:

Is my account and credit information secure?
  • We use your personal information only to process orders and do not save your credit card number.
Is my information kept private?
  • Our complete privacy policy is available here

User Name and Password:

What if I forgot my user name or password?
  • The User Name is the email address you used to create the account.
  • Go to My Account, I forgot my password, and choose 'Click here to have it emailed.'

Other Frequently Asked Questions for Heinen's Grocery Stores:

Do you offer catering at other Heinen's Grocery Stores?
  • Full service catering is available in the Cleveland area. We are not able to offer catering in Chicago at this time.
  • Our other locations do not fill orders placed on the Internet, but they do accept orders for party trays in person or by phone. Please call your nearest store to order and pick up. A complete list of Heinen's Grocery Stores is available here.

Could Not Find the Answer:


How can I get more information?
  • You can find more Heinen's Grocery Store FAQs here.
  • Heinen's Customer Relations department is available Monday to Friday, 7:30 am to 6:00 pm EST, 855-475-2300, Ext. 2337. You can also write Customer Relations at 4540 Richmond Road, Warrensville Hts., OH 44128, or complete our email form.