FREQUENTLY ASKED QUESTIONS
How do PC™ id security enhancements impact me?
What do the new password requirements mean?
We’ve updated our password requirements for PC™ id as part of our ongoing efforts to help secure our members’ accounts. This means if you have a PC™ id with any of the above mentioned sites, you may need to create a longer and stronger password. Why have you changed your password requirements?
This is a part of the new normal for online business and our growing privacy and security standards. We believe helping to protect the privacy and security of online information is the responsibility of both the company and the individual and this is one way we’re doing our part to help keep your information safe. In the coming weeks, we will introduce further measures, including two-step verification.
What if I don’t change my password before August 31?
After August 31, members will be required to create a new password at log in. Creating a new password is easy and you can do it at any time by going to your account settings. After August 31, you will be prompted to create a new password that meets the increased security requirements. Update now to ensure quick access to your offers and account.
Why am I being asked to update my password when I try to access my account?
We’ve updated our password requirements and asked all members to create a new password before August 31. After that time, members are required to create a new password to log in. Creating a new password is easy – the next time you open your app or login to the website you will be prompted to create a new password that meets the increased security requirements.
Why doesn’t my old password work anymore?
We have made every effort to communicate directly with our members about the upcoming change, including adding information to the weekly offers email, on our websites (pcoptimum.ca, joefresh.com, and online grocery banners) and through our social media channels. Our apologies if our messages didn’t make it to you. You will now be required to create a new password that meets our new password requirements using the “forgot password” process on the sign in page.
When will I receive my PC Optimum points?
If you earned PC Optimum points on your order, they will be awarded to your account 2–3 days after your order has been shipped. If you entered a promo code to receive Points from a PC Optimum offer, these points will show up in your account 3 – 4 weeks after your order has been shipped.
How do I create an account?
To create your account, select SIGN IN at the top right corner of the homepage, then 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 are registered with JoeFresh.com, pharmaprix.ca or online grocery, you already have one. Your PC™ id is the email address and password used as your login information for your pharmaprix.ca account.
What is two-step verification? Why should I enable it?
2-Step Verification is an extra layer of security that protects your account by requiring an additional piece of information over and above your password to access your account. Most people only have one layer of security, their password, so if this is compromised, then your account is still protected with 2-Step Verification.
How it works:
2-Step verification will send a unique code to your email address every time you log into your account on a new device. This unique code will be required in addition to your password, to access your account. You can also trust your devices so you are not prompted with a 2-Step verification challenge every time you login from your personal devices.
How do I subscribe for the JoeFresh.com newsletter?
To subscribe to our newsletter, enter your email address in the email subscription field at the bottom of any JoeFresh.com page. Select SIGN UP. Choose your country and enter your name. Once you've entered this, select SIGN UP again and you should receive our welcome email within minutes!
How do I unsubscribe?
You can unsubscribe from our newsletter in two different ways.
Option 1: Select the UNSUBSCRIBE link at the bottom of any JoeFresh.com newsletter email.
Option 2: Log in to your JoeFresh.com account, select ACCOUNT SETTINGS, and update your email preferences by deselecting your chosen sign up country.
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 are registered with JoeFresh.ca, BeautyBoutique.ca or Click & Collect, you already have one. Your PC™ ID is your email address and password and used as your login information for your Joe Fresh account.
Access all our sites with one simple login.
MANAGE YOUR ACCOUNT
How do I update information on my account?
To manage your account settings, first sign in to your account using the SIGN IN feature at the top of the page. After you sign into your account, you can manage:
- Your name
- Email address and password
- Newsletter preferences
- View your order history
- Add/edit/delete saved addresses
- Add/edit/delete saved payment information
How can I delete my account?
To delete your JoeFresh.com account please contact Customer Service HERE.
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.
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 for the next time you shop.
Once you have loaded your offers, you’ll be able to earn them when you purchase 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 your new offers are available. As well, 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 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. You can choose to save an offer for next week; simply tap or click to see offer details and choose “Save for next week".
What if I forget to load my offers one week?
If you forget to load your offers one week, 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. We can send you email reminders to load your offers. If you have not added your email address to your account under My Account and then Settings, then please do so.
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 are applicable. Please use the store locator to find a participating store near you.
What is an in-store offer?
In-store offers are offers available at participating Joe Fresh stores.
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.
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”. Complete the points inquiry form, submit it and we’ll look into your missing points right away.
If you are online at pcoptimum.ca:
Go to Account and select “Points Inquiry” from the Points section. Complete the points inquiry form, submit it and we’ll look into your missing points right away.
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. Contact us for more 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 with your PC Optimum card. If you’re using your PC Financial debit or credit card as your PC Optimum 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 the points earned for using your PC Financial card to pay for your purchases
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.
What if I buy a product or place a Click & Collect order after the offer expires?
Unfortunately, you will not receive the points if the offer has expired.
How do I change my address and name?
To change your address, sign in to your Joe Fresh account, go to My Account and then Profile. Once there, make your changes. Please note, this will not change your address for other sites associated with your PC™ id. Please contact us to change your name.
How do I change my account password?
To change your password, sign in, go to My Account, click Change password, and then follow the instructions. This will change your password for all accounts associated with your PC™ id. To see a list of sites for which your PC™ id can be used, click here.
PLACING AN ORDER
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.com, you can save address and payment information to your account for faster checkout.
How does my "Save for Later" list work?
When viewing your SHOPPING BAG, you can select SAVE FOR LATER for each item. This removes the item from your shopping bag, but saves it so that you can view the item later. Your Save for Later list is located below your shopping bag.
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: 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?
Unless specified, promotional codes cannot be combined. 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, if a voucher for $20 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 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 PayPal, American Express or Joe Fresh gift cards at this time.
How do I pay using Visa Checkout?
Click here to learn more about Visa Checkout.
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. Please note that you are not 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 will need to sign in to your account. Use the SIGN IN feature to log in. Once you are signed in, select ORDER HISTORY. Once in ORDER HISTORY, find the order you would like to cancel and select CANCEL ORDER. You can also cancel an order from the confirmation email. In the confirmation 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.
WHERE WE SHIP
We are currently shipping to all Canadian postal codes. Limited shipping options may be available in some areas. We may restrict shipping to certain addresses such as warehouses, freight forwarding/redirecting services and hotels.
For US orders please, visit JoeFresh.com/us.
International Shipping is currently not available.
TRACK YOUR ORDER
To view the information necessary to track your order, you will need to sign in to your account. Use the SIGN IN feature to log in. You will see ORDER HISTORY in the options. Once in 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 will see the tracking number. Select the tracking number to open the the shipment progress page and view the status of the package.
IS THERE A FEE TO RETURN AN ITEM BY MAIL?
There is an $8 return shipping fee applied when returning items by mail. If there is an issue with an item on your order and you would like to return by mail, please contact Customer Service for additional assistance.
CAN I RETURN FINAL SALE ITEMS?
Final sale/clearance items are non-refundable and cannot be exchanged. If there is an issue with an item on your order, please contact Customer Service for additional assistance.
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.