Frequently Asked Questions 

B'more Fresh FAQ
Giant FAQ 
Safeway FAQ
 

B'more Fresh FAQ 

Incentive Questions: 

Does the monthly incentive amount expire?
Yes, each month you will receive $30 to spend on fresh, frozen, or canned fruits and vegetables. Safeway incentives will expire at the end of each month. Giant’s $15 coupon codes can be used up to 12 times for a maximum benefit of $180 over 12 months.    

What is the total amount participants will receive? 

In total participants will receive $180 dollars to spend on fresh and frozen fruits and vegetables. 

Ordering online? 
Will ordering online save money?
Ordering online can reduce impulse purchases. It also reduces transportation costs and childcare costs, which also saves time. Online shopping allows for easy price comparison between stores.

Are online purchases secure?
Yes, you will be required to enter your EBT card’s personal identification number (PIN) at check-out. All online retailers require an account with a username and password as well. 

What happens when I place an order?
After you place an order, you will receive updates from the store regarding the shopping and delivery process. You can choose to receive updates through email or text message. Recommend text message when possible. Shoppers may reach out with questions about your order and text messages are a quick way to communicate. 

How far in advance should I place my order?
It depends on how busy the store is and what time you order. Orders may be fulfilled on the same day or delivered the following day(s). Some stores only deliver during specific hours of the day. Check each retailer’s website for delivery time frames.

Do I need to have my phone with me after I place my order?
Yes. It is important to have your phone near you in case your shopper texts you with questions or to confirm substitutions. You will also be notified when your shopper has checked out and when your order has arrived.

Delivery Questions 

How do I know which stores deliver to my neighborhood?
Go to the store’s online shopping page and find the store locator. Enter your address or zip code. Select the store near you. Each website is different, but generally, they will list if deliveries are offered.

Can SNAP be used for delivery fees?
No. Delivery fees and tips must be paid with a credit card.

Giant FAQ 

How does the retailer distribute incentives to customers? 

Giant: A coupon code will be available at giantfood.com/pages/snap-ebt-baltimore. SNAP customers that prefer to shop at Giant will receive an email with this link and a description of the program.

How do customers view incentives once they’re distributed? 

Giant: View your B’more Fresh coupon code at giantfood.com/pages/snap-ebt-baltimore. SNAP shoppers will need to keep track of how many times they use this coupon code, it can only be used 12 times to reach the maximum benefit of $180.

How do participants add EBT information? 

Giant: Once you’ve reached checkout click ‘Add EBT/SNAP’ button to apply SNAP benefits 

How will customers know if a grocery product is eligible for purchase while shopping online? Is there a way to label eligible online SNAP grocery products on a website? 

Giant: Items are clearly labeled “SNAP Eligible” at the top of the page and above the nutrition facts label. The B’more Fresh incentive only applies to fresh and frozen fruits and vegetables.

If there is an existing balance on their incentive, how can the customer view it?

Giant: SNAP customers shopping through Giant will not be able to see an existing balance on their incentive. The $15 coupon code must be used in full each time a participant redeems the code. If participants only have $10 worth of qualifying fruits and vegetables in their cart, the remaining $5 will be forfeited. Giant shoppers will need to keep track of how many times they use this coupon code, it can only be used 12 times to reach the maximum benefit of $180.   

Do I have to spend the entire $15 incentive in one purchase? 

Giant: Yes, the $15 coupon code must be used all at once. If you only have $10 of fresh or frozen fruits and vegetables in your purchase the remaining $5 will be forfeited. 

What is the substitution policy if an item selected is unavailable? 

Giant:In most cases, we will automatically substitute with a similar item. To manage this preference, go to “Shopping Preferences”. You can also change substitute preferences per item, in the “Item Detail” section of your order. While we make every attempt to substitute like for like items, ingredients can often vary. Please check the substituted item carefully for any allergy concerns. If the item does not meet your expectations, please call Customer Care team at Monday - Friday 8 a.m. - 7 p.m. ET or Saturday 8 a.m. - 5 p.m. ET.

If a customer receives unsatisfactory produce how will refunds be processed?

Giant: For online or pickup purchases call our Customer Care team at  1-888-469-4426 Monday - Friday 8 a.m. - 7 p.m. ET or Saturday 8 a.m. - 5 p.m. ET and a representative will be happy to assist you. You have up to 7 days after delivery, or until the expiration date printed on the product — whichever is earlier — to contact us for resolution. Giant may require the return of products prior to issuing a credit. Some exceptions may apply. If you are missing a product which is not noted as out of stock, notify Customer Care for assistance.

What are the delivery fees? 

Giant: For Delivery, the fee and minimum order value change depending on the day of the week. Orders delivered Tuesday through Thursday have an order minimum of $30 and do not have a delivery fee. Orders delivered Friday through Monday have an order minimum of $60 and a flat fee of $3.95. There is no fee for curbside pickup.

Safeway FAQ

How does the retailer distribute incentives to customers? 

Safeway: Safeway will distribute 6 $5 coupons that will appear in your safeway account on the “Coupons and Deals” page. The entire allotment for the month is still $30. 

How do customers view incentives once they’re distributed? 

Safeway: View your B’more Fresh incentive in your safeway loyalty account

How do participants add EBT information? 

Safeway: Add SNAP/EBT card during check-out under payment information

How will customers know if a grocery product is eligible for purchase while shopping online? Is there a way to label eligible online SNAP grocery products on a website? 

Safeway: The B’more Fresh incentive will appear in your personalized Safeway “Coupons and Deals” page under the “Recommended for U” section. Clicking on the “offer details” link on the coupon will open a new page displaying all qualifying products. The B’more Fresh incentive only applies to fresh and frozen fruits and vegetables.

If a customer shops through Instacart, how can they use the incentives? 

All orders must be placed directly through the retailer’s websites

If there is an existing balance on their incentive, how can the customer view it?

Safeway: Safeway will distribute 6 $5 coupons that will appear in your safeway account on the “Coupons and Deals” page. These 6 coupons can be used all in one order, or spread out over multiple orders. The entire allotment for the month is still $30. 

Do I have to spend the entire $30 incentive in one purchase? 

Safeway: No, Safeway will divide their $30 monthly incentives into 6 $5 dollar coupons. Participants can choose to use only 1 $5 coupon or all 6 in one order.

Can incentives be used if a customer has spent all their monthly SNAP allotment?

Safeway: Yes

What is the substitution policy if an item selected is unavailable? 

Safeway: When you place an online order, we’ll attempt to fulfill it completely with your selected products or acceptable substitutions. Out of stocks may occur based on product availability, and you will not be charged for any missing items. 

If a customer receives unsatisfactory produce how will refunds be processed?

Safeway: “If you are not satisfied, for any reason, with any item that you purchase through the Online Grocery Ordering Service, you can return it for a full refund or credit on account. Notify the store associate upon pick up of your order or contact Customer Service at (877) 505-4040  between 5:00 AM and 10:00 PM Pacific Time within seven days after your delivery or pick up. 

For any qualifying refund, we will issue a credit to the payment method used to purchase the item or, if you choose, you may receive a credit on account that can be applied to your next online order. Please note that this satisfaction guarantee does not cover damage caused by improper use, storage, or accidents after delivery or pick up, or any ordinary wear and tear on durable goods”

What are the delivery fees? 

Safeway: No fees for curbside delivery. $5 is the order minimum to use the B’more Fresh $5 coupon

Read more about B'more Fresh: 

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