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.
NEWSLETTER SIGN UP
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.
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 code?
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.
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.
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.
What methods of payment are accepted?
We accept MasterCard, VISA, VISA Debit, and American Express 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 at this time.
Unfortunately, we no longer issue Joe Fresh gift cards in the US. US customers with existing gift cards can contact Customer Service to receive further instructions on using their card on JoeFresh.com/us. Contact us: Phone – 1-855-922-2522 or Email – firstname.lastname@example.org
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 state 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 the Contiguous United States and cannot ship to Hawaii or Alaska. 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. We currently do not ship to APO/FPO address.
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 courier’s website and view the status of the package.
Your tracking number will also be located in your shipping confirmation email for the order.
What happens if there is an error in my delivery address?
If your parcel cannot be delivered as addressed, USPS® will attempt to contact you to get an updated delivery address. If the attempt to redeliver is unsuccessful, your parcel will be sent back to our warehouse. You will then be contacted by the Joe Fresh Customer Service team within 3-7 business days.
Will I have to pay duties or customs fees on my order?
Duty will be applied to orders with a total of $800.00 USD or more. All duties and customs fees are the responsibility of the parcel recipient and are to be paid at the time of delivery. We are unable to provide an estimate of the total charge for duty at the time of checkout. Contact U.S. Customs and Border Protection or visit them here to learn more.
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 clearance items or items considered final sale?
Final sale/clearance items are non-refundable and cannot be exchanged. This includes all pierced earrings, hats and underwear. Clearance items are also final sale as stated in your SHOPPING BAG. Swimwear must have original price tags and hygienic liner intact. If there is an issue with an item in your order, please contact Customer Service for additional assistance.
If I return an item, how long does it take to get my refund?
Final sale items are non-refundable and cannot be exchanged. This includes all pierced earrings, hats and underwear. Clearance items are also final sale as stated in your SHOPPING BAG. Swimwear must have original price tags and hygienic liner intact. If there is an issue with an item in 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.