FREQUENTLY ASKED QUESTIONS
HOW TO CREATE AN ACCOUNT
WHAT IS A PC™id?
A PC identification is a universal login that can be used to access your accounts across a variety of Loblaws and Shoppers Drug Mart Inc online platforms. If you’re registered with JoeFresh.ca, BeautyBoutique.ca or PC Express, you already have one. Your PC™ id is your email address and password and is used as your login information for your Joe Fresh account.
Access all our sites with one simple login.
How do I join the PC Optimum program?
There are three simple ways to join the PC Optimum program:
1. Download the free PC Optimum app and create an account.
2. If you have a PC Financial debit or credit card, create an online account through the PC Optimum app or via the website and link your PC Financial card.
3. Pick up a free PC Optimum card in store.
4. Log into JoeFresh.ca using your PC™ id . In the PC Optimum section of “My Account”, you can create an account.
Remember, you’ll need to link your new card to an online account through the PC Optimum app or at pcoptimum.ca to access your personalized offers.
How do I load offers?
If you have the PC Optimum app or online account, simply view all your offers and they will be loaded to your account the next time you shop.
Once you have loaded your offers, you’ll be able to redeem them through the purchase of the qualifying products at any participating Shoppers Drug Mart Inc. or Loblaws Inc. banners
Can I view offers on my phone?
Yes. You can download the PC Optimum app or view the mobile version of pcoptimum.ca on your phone.
How do I know when I have new offers?
When you sign up to receive emails or push notifications from the PC Optimum program, you’ll get a reminder when new offers become available. New offers will appear in the “Offers” section of your account on pcoptimum.ca and joefresh.com/ca.
Do I still have to load offers?
Yes. To load offers from your Joe Fresh account, simply view your offers on the Joe Fresh app or the PC Optimum app or in your Joe Fresh online account.
Do my offers expire?
Yes, all offers have an expiration date. You can find the expiry date of each offer by clicking on the offer and viewing the details. The terms of each offer, including restrictions, are also outlined in the details. Most offers expire around 7 days from the time they become available. Your offers appear in your “Offers” section until they expire. If you’d like to save an offer for next week, simply tap or click to see the offer details and choose “Save for next week”.
What if I forget to load my offers?
If you forget to load your offers, you will not be able to earn the points associated with those offers once they expire. To get the most out of the program, make loading offers part of your weekly shopping routine. That way, you’ll never miss out on something great. If you’d like, we can send you email reminders to load your offers. To do so, just add your email address to your account under “My Account > Settings”.
How long do earned offers stay in my offers section?
Once you use the offer within the specified offer date and earn the associated points, it disappears from your available offers. You may view any offers you've earned in the “Transactions” section of your PC Optimum account.
When I load an offer, can I use it in any store?
Most of your offers can be used once at any participating Shoppers Drug Mart location or Loblaws store across Canada, as well as Joe Fresh stores where offers apply. You can use the store locator to find a participating store near you.
What is an in-store offer?
These are offers only available if you shop in-store at participating Joe Fresh locations.
How do I know how many points I have?
When you sign in to your Joe Fresh account, your points balance appears on the PC Optimum page. You may also view your points balance online at pcoptimum.ca, or on the PC Optimum app. Your points balance is also printed on your receipt every time you shop with your PC Optimum card.
Points redemption is determined by the order subtotal, and not the final total. The points do not cover the shipping or tax. If you over redeem on the subtotal, you are willfully forfeiting the excess of points.
I'm missing points from a transaction, what should I do?
If you are using the PC Optimum app:
Go to the “Points” section of your app and locate the transaction you are missing points from. Click on that transaction and select “Points Inquiry”. Submit the points inquiry form and we’ll look into your missing points right away.
If you are online at pcoptimum.ca:
Go to “Account > Points > Points Inquiry”. Submit the points inquiry form and we’ll look into your missing points right away. Remember, if you placed an order as a guest you won’t receive any PC OPTIMUM points. In order to receive points of any kind, ensure you're checking out while logged into your linked account.
Can I donate my points to charity?
Yes. You can donate your points to the President’s Choice Children’s Charity, or one of the other pre-selected charities that have partnered with the SHOPPERS LOVE YOU Program. Want to learn more? Contact us for additional information.
How long does it take my balance to update after a transaction?
Your points balance takes 2-3 business days to update after a transaction is made using your PC Optimum card. If you’re using a PC Financial debit or credit card, the points you earned as part of the PC Optimum program will be applied to your balance right away. However, it may take a few days or longer for your balance to reflect those earned points. Using a PC Financial Mastercard ® earns users 10 bonus points for every dollar spent.
Are the points deducted from my account if I return an item?
Your account balance may be reduced by the number of points earned for that purchase, including any bonus points.
WHY AM I NOT RECEIVING MY PERKS FOR JOE FRESH AS A PC INSIDER?
Points earned through the PC Insiders program may not be combined with any in-store, online or personalized bonus points offers on the same purchase. If your purchase is eligible for an in-store, online, personalized bonus offer of a set amount of points or a points multiplier, you would receive either your PC Insiders points OR the in-store, online or personalized bonus points offer; whichever is the greater number of points, but not both.
Blackout periods apply for Joe Fresh branded products during Black Friday and Boxing Day promotional periods, and may occur at any time from November 16 - December 6 and from December 26 - January 9 each year. During these periods you will not earn points through the PC Insiders program for Joe Fresh branded items purchased online at JoeFresh.ca, at Loblaw banner stores or at Joe Fresh stores. Blackout dates may vary each year; we will advise you of the exact dates via email leading up to the holiday season each year.
For additional information on your PC Insider perks, please visit: https://www.pcinsiders.ca/en/faq
PLACING AN ORDER
PRICE MATCHING POLICY
We are able to price match an item if it goes from full price to clearance within seven days. We do not match sale price to sale price if it drops lower, and we do not match a temporary flash sale.
What information is required when placing an order?
During checkout, you will be required to enter your name, shipping address, credit card number and billing address. It is optional to include a contact phone number. If you have an account on JoeFresh.ca, you can save your address and payment information to the account for a faster checkout next time.
Where do I enter a promo codes?
There are two places to enter a promo code during checkout.
Option 1: In Your Shopping Bag.
Below the items in your shopping bag, you will see “Enter Promotional Code”. Enter the entire code and select “Apply”.
Option 2: Option 2: During The Checkout Process
Below your order summary, you will see “Enter Promotional Code”. Enter the entire code and select “Apply”.
CAN I COMBINE MULTIPLE PROMO CODES ON THE SAME ORDER?
Promotional codes cannot be combined unless specified. To find out the specifics about the promotional offer you wish to use, visit our Offer Details page here.
How is my discount calculated?
All discounts are applied to the subtotal and are prorated per applicable item. For example, For example, if a $20 voucher is applied to an order of two items that are $40 each, an equal percentage will be deducted from each applicable item until a discount amount of $20 is reached. In this example, $10 (or 25%) will be deducted from each item.
What methods of payment are accepted?
We accept Masterpass, Mastercard, VISA and VISA Debit from Canadian and US banks. We are unable to accept international credit cards. Pre-paid credit cards are accepted as long as there is an address registered on file with the issuing bank. Unfortunately, we do not accept Mastercard Debit, PayPal, American Express or Joe Fresh gift cards at this time.
How do I pay using Visa Checkout or Masterpass?
Click here to learn more about Visa Checkout and Masterpass.
When am I charged for my order?
When you place your order, a preauthorization is put on the method of payment. This ensures we can successfully charge the order when it is ready to ship. Once the order is packed and ready to leave our warehouse, your method of payment will be charged. You will not be charged for any out of stock items.
How are taxes calculated?
Taxes are calculated based on the final subtotal after discounts or promotional codes are added to your order. The applicable tax rate is based on the province of the shipping address. This is true for both regular and gift orders.
MODIFY YOUR ORDER
How do I modify my order?
Once an order has been placed, it cannot be modified. However, it can be canceled within 60 minutes of placing the order. After 60 minutes, the package is prepared for shipment.
How do I cancel my order?
To cancel the order, you need to sign in to your account. Once you are signed in, select “Order History” and find the order you would like to cancel. Select “Cancel Order”. You can also cancel an order from your order confirmation email. In the email, you can select the order number and cancel from the order confirmation screen.
If you checked out as a guest, please contact us HERE to have your order canceled. The 60 minute timeframe still applies.
We currently ship to all Canadian postal codes. Limited shipping options may be available in some areas. We may restrict shipping to addresses such as warehouses, freight forwarding/redirecting services, and hotels.
For US orders please, visit JoeFresh.com/us.
International Shipping is currently not available.
US SHIPPING RESTRICTIONS
Due to our US site closure as of June 8th, 2020 at 9 p.m. est / 6 p.m. pst, we reserve the right to restrict delivery to certain remote locations. All delivery options are only available for Canadian locations. At this time, we are not able to split an order into multiple shipping destinations across countries.
TRACK YOUR ORDER
To view the information necessary to track your order, sign into your account. In the options, click “Order History”. Find the order that has been shipped and open it to view the details. There will be a title called “Track Package(s)”, and under this title you’ll see the tracking number. Select the tracking number to open the shipment progress page and view the status of the package.
IS THERE A FEE TO RETURN AN ITEM BY MAIL?
When returning items by mail, there is an $8 return shipping fee applied. If there is an issue with an item on your order and you would like to return it by mail, please contact Customer Service for additional assistance.
CAN I RETURN FINAL SALE ITEMS?
Final sale items are non-refundable and cannot be exchanged. The following items are considered final sale: all gift cards, pierced earrings, hats, and underwear. If there is an issue with an item on your order, please contact Customer Service for additional assistance.
RETURNING ITEMS IN-STORE (FREE OF CHARGE):
1. Bring your order confirmation email or digital copy along with the item(s) you’d like to return to the Joe Fresh department or Customer Service Desk at any of the following stores that carry Joe Fresh apparel: Superstores Ontario and West, Extra Foods, Zehrs, Loblaws, Loblaws Quebec, Maxi & Cie, Atlantic Superstore, Dominion or any Joe Fresh store within Canada.
2. If you don’t have your order confirmation, please print your order details from your order history by logging into your Joe Fresh account online. Items returned without the order confirmation will be processed as per the in-store return policy.
3. Be sure to bring the credit card you used to make your online purchase and valid photo identification. Your refund will be credited in the same form as your original payment.
HOW CAN I BECOME A SUPPLIER TO JOE FRESH?
Please send any requests or proposals in writing to our corporate head office at the following address:
Service Offer - Joe Fresh
1 Presidents Choice Circle
Unfortunately, we can only accept requests or proposals in writing.