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Online Shopping FAQs

Do you accept coupons?

Yes! We accept manufacturers’ coupons! Roche Bros accepts all valid manufacturers’ coupons and when your groceries are delivered, give your coupons to your driver. Upon verification the coupons will be credited towards your online account. This total amount will then be deducted from your next online order.

How does sale pricing work?

Your order is hand-picked the day your delivery is made. You will get the sale prices the day your order is scheduled to be delivered. If you have scheduled your delivery for the following week, then the sale prices for that week will be in effect. Our sales run from Friday through Thursday.

Can I place an order in advance?

Yes, you can place an order up to two weeks in advance.

I am not satisfied with my order, who should I contact?

If you aren’t 100% satisfied with your order please contact our customer service number at 781-694-5280 seven days a week from 8:30 am – 5:00 pm or email us at [email protected].

Billing Information

What if my billing is wrong?

Please contact our customer service number at 781-694-5280 seven days a week from 8:30 am – 5:00 pm or email us at [email protected].

What are your delivery, pick-up & call-in fees?

The delivery fee is $9.95 & our call-in fee is an additional $5.00. There is no minimum or maximum purchase amount.

How can I pay for my order?

You can pay for your order using a Visa, MasterCard, Discover or an American Express card. Your credit card will be charged the day of delivery.

Do you accept Roche Bros. gift cards as a form of payment?

Yes, we accept gift cards as a form of payment. You will still need to use a valid credit card in order complete checkout. Once the order is processed, we will take the funds from the gift card first and if there is a remaining balance that amount will be charged to your credit card.

Deliveries

What if I am not home for a delivery?

If you are not home when the driver attempts to deliver your groceries and we were not notified you wouldn’t be there, your order will be returned to the store and we will attempt to set up another delivery time with you. You may be charged an additional $9.95 fee for redelivery.

What if the delivery driver does not come?

Please call our Customer Service number at 781-694-5280 during our Help Desk hours from 8:30 am – 5:00 pm or email us at [email protected]. If your order does not arrive after our Help Desk closes please contact your nearest Roche Bros. delivery store.

Can anyone in my home accept delivery of my online shopping order?

Our online grocery shopping service requires that you or a designated recipient 18 years of age is at the delivery destination at the scheduled delivery time to receive your order. If your order includes alcohol, you or your designated recipient must be 21 years of age or older. Proper identification will be required to accept delivery of alcohol.

Which store will my order come from?

Please enter your delivery zip code and you will automatically be routed to shop the selection of your designated fulfillment store. Your fulfillment store may not always be the closest store to your delivery address.

General Questions

Where is my order prepared?

We prepare and package all orders in-store. All foods are selected by Roche Bros. personal shoppers and handled with the utmost care in a clean environment. We follow USDA guidelines and the HACCP food safety system in all our fresh storage and production rooms. We adhere to strict health and safety regulations, achieving national standards of food excellence.

Can I order by phone?

Yes! We do offer a call-in service that is open Monday through Friday from 9:00 am to 4:30 pm.  We accept debit card and credit cards as a form of payment. There is a $14.95 call-in fee per order, and this includes a $9.95 delivery fee & a $5.00 call in fee. To get more information or to place an order please call us at 781-694-5442.

Can I pick up my order at the store?

Yes! We offer curbside pick-up at our Westwood, Westborough, Acton, West Roxbury, Easton, Marshfield, Sudbury, Mashpee, Bridgewater, Watertown & Millis locations.

Can I order catering?

Yes, you may order catering online at catering.rochebros.com.

How do I reach a customer service representative and what are the hours?

Please feel free to call our Help Desk at 781-694-5280. Our Help Desk is open 7 days a week from 8:30 am – 5:00 pm or email us at [email protected]. Our customer service representatives will be happy to assist you in any way they can.

How do I return a product?

Please contact our Help Desk at 781-694-5280 or email us at [email protected]. Our Help Desk is open 7 days a week from 8:30 am – 5:00 pm.

How do I get help if I can’t find the items I want online?

You can call and speak to our customer service representative at 781-694-5280 or you can request a product by sending an email to [email protected].

How do I save an order that I have not completed?

Once you have registered for an online grocery shopping account and signed in, items placed in your cart will automatically remain there until you complete the checkout process or choose to remove the items from your cart. If you leave the site or shut down your computer before completing the checkout process, your selected items will still be in your cart when you log on again. If you have placed items into a cart but haven’t logged in, items in your cart will not be saved if you leave the site.

Can I provide special instructions to the personal shopper filling my order in the store?

You can add notes for your personal shopper to help them select the exact items you are looking for. If you are adding bananas to your cart, for example, you can add a note that says, “I prefer ripe bananas.”

What is your substitution policy?

If an item in your basket is not available at the store where your order is being filled on your delivery or pickup day, we will substitute that item with the same item in a different size. If the item is not available in another size, we will substitute the items with a comparable brand in the same size you requested.

How do I order buy one get one free items?

When an item is marked “Buy one, get one free”, in most instances you should select a quantity of at least two of that item in order to receive the second one free.

How am I charged for weighable items?

The amount you pay for weighable items is finalized when your picker weighs the weighable items order. These items are weighed in the store when your order is picked & charged the day of your delivery or pick-up.

How can I modify an order once the order has been placed online?

Use the following steps when modifying an order that has already been placed online.

  1. Click your name in the upper right-hand corner to reveal the dropdown menu
  2. Click MY ORDERS
  3. Click on the order that needs to be modified
  4. Select ADD NEW ITEMS TO ORDER or MODIFY ORDER

ADD NEW ITEMS TO ORDER – To add items that are not currently part of the order: 

  1. Select item
  2. Scroll to bottom and click ADD ITEMS TO ORDER
  3. You do not need to check out again

Or

MODIFY ORDER – To make changes to items that are already part of the order such as changing the quantity, adding notes, and allowing substitutions:

  1. Make changes from current order screen
  2. Click SAVE CHANGES

When do I need to place my order for a pick-up or delivery today?

New delivery orders can be placed as late as 4 hours before the start of the scheduled delivery time slot, assuming a delivery time is available for that day. New pick-up orders can be placed as late as 2 hours before the start of the scheduled pickup time, assuming a time is available.

Can I cancel an existing order?

You can modify, cancel or change your order as long as your order has not been picked & completed. If you can no longer modify your order please call our customer service number at 781-694-5280 or email us at [email protected] for further assistance.