Online Shopping FAQs

You may contact our Help Desk at 781-694-5280. Our Help Desk is available seven days a week from 8:30 am to 5:00 pm. You may also email us at [email protected]. Our customer service representatives are happy to assist you. 

If you are not 100% satisfied with your order, please contact our customer service team at 781-694-5280. We are available seven days a week from 8:30 am to 5:00 pm. You may also email us at [email protected] or contact your nearest Roche Bros. delivery store. 

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. 

You may call our customer service team at 781-694-5280 or request a product by emailing [email protected].

 Yes, we accept both paper and digital coupons, as well as Neighbor Rewards offers. 

Paper Manufacturers’ Coupons: 

• We accept valid manufacturers’ coupons. At delivery, provide your coupons to the driver or curbside associate. After verification, the coupon amount will be credited to your online account and deducted from your next online order. 

Digital Coupons: 

• You can “clip” digital coupons through the Neighbor Rewards Savings Center. These offers will display in your cart prior to online checkout and will be applied to the current eligible order. 

Neighbor Rewards Offers: 

• Neighbor Perks and other Rewards offers are shown during online checkout and apply instantly to the active eligible order—no crediting or additional steps needed. 

Your order is hand-picked on the day of delivery or pickup. You will receive the sale prices that are in effect on your scheduled delivery date. If you schedule your delivery for the following week, that week’s sale prices will apply. Our sales run from Friday through Thursday. 

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

Once you have registered for an online grocery shopping account and signed in, items placed in your cart will remain there until you complete checkout or remove them. If you leave the site or close your browser before completing checkout, your items will still be in your cart when you sign in again. Items added to a cart without logging in will not be saved. 

Yes. You can add notes for your personal shopper to help them select the exact items you want. For example, if you add bananas to your cart, you can include a note that says, “I prefer ripe bananas.” 

If an item in your order isn’t available on the day it’s shopped, we’ll substitute the same item in a different size when possible. If that’s not available, we’ll choose a comparable brand in the size you requested. 

If you’ve opted in to text notifications, your shopper will contact you about any substitutions so you can review them before your order is finalized. If you’ve selected “no substitutions,” we’ll simply omit the item. 

Yes! If you’ve opted in to text notifications, you’ll receive updates while your order is being shopped. We’ll alert you about any substitutions so you can review them in real time. You can also text your shopper to add or remove items as they work on your order. 

When an item is marked “Buy one, get one free,” you should select a quantity of at least two in order to receive the second item at no charge. 

The final price for weighable items is determined when they are weighed in the store during order fulfillment. These items are charged on the day of delivery or pickup. 

To change your order online: 

1. Click the User Icon in the upper right corner to open the menu.  
2. Select My Orders.  
3. Choose the order you want to update.  
4. Select Add New Items to Order or Modify Order on a web browser, or select Add to Order or Edit Your Order on the app. 

To add new items:  

• Find and select the item you want. 
• Scroll to the bottom and click Add Items to Order.  
• You do not need to check out again.  

To modify existing items (like quantity, notes, or substitution preferences): 

• Make changes directly on the order screen.  
• Click Save Changes. 

Additional option: 

• Once your shopper begins picking your order, you can also text them directly to add or remove items in real time. 

Delivery orders can be placed as late as four hours before the start of the scheduled delivery time, provided a delivery time is available. Pickup orders can be placed as late as two hours before the start of the scheduled pickup time, provided a pickup time is available. 

You may modify, change, or cancel your order as long as it has not been picked and completed. If you are unable to make changes online, please contact our customer service team at 781-694-5280 or email [email protected] for assistance. 

If you are not home when the driver attempts delivery and we were not notified in advance, your order will be returned to the store. We will then attempt to schedule another delivery time with you. An additional $9.95 redelivery fee may apply.

Please contact our customer service team at 781-694-5280 during Help Desk hours from 8:30 am to 5:00 pm, or email us at [email protected]. If your order does not arrive after the Help Desk is closed, please contact your nearest Roche Bros. delivery store. 

Our online grocery service requires that you or a designated recipient who is at least 18 years old be present at the delivery location during the scheduled delivery time. If your order includes alcohol, you or your designated recipient must be at least 21 years old. Proper identification is required to accept delivery of alcohol.  

All orders are prepared and packaged in-store. Items 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 fresh storage and production areas. We adhere to strict health and safety regulations and meet national standards of food excellence. 

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

Yes! We offer curbside pickup at no additional cost at the following locations: Acton, Bridgewater, Easton, Marshfield, Mashpee, Millis, Sudbury, Watertown, West Roxbury, Westborough, and Westwood. Make sure to select “Pickup” when placing your order online. 

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].

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

No, we are not able to accept Roche Bros. gift cards as a form of payment for online orders at this time. The good news is that this feature is in the works and will be available soon! 

Our delivery fee is $9.95, and curbside pickup is always free. There’s no minimum or maximum order amount for either option. 

Yes! We offer a call-in ordering service Monday through Friday from 9:00 am to 4:30 pm. We accept debit cards and credit cards as forms of payment. There is a $14.95 call-in fee per order, which includes a $9.95 delivery fee and a $5.00 call-in fee. To place an order or learn more, please call 781-694-5442. 

Yes, catering orders can be placed online at catering.rochebros.com. 

1. Go to the Sign In page and enter the email address associated with your account.  
2. Click “Forgot Password.”  
3. Check your email for a message from Roche Bros. containing a password reset link.
   • If you don’t see it, please check your spam or junk folder.  
4. Click the red “Reset Password” button in the email and complete the form.
   • You may use your previous password or choose a new one.  
5. Return to the Roche Bros. Sign In page and log in using your email or phone number and the new password. 

You can manage your account profile online at onlineshopping.rochebros.com/account. You may also contact our customer service team at [email protected] or call 781-694-5280 for assistance. 

You can enroll by visiting onlineshopping.rochebros.com and creating an account. You may also visit your nearest store, where one of our associates can assist you. 

To set up an online shopping account, you’ll just need to provide your name, email address, and phone number, and create a password for your account. That’s all it takes to get started! 

A valid email address and phone number are required to create an online shopping account. Free email accounts are available through various email service providers. 

This message appears when an existing account is associated with the phone number or email address you entered. In this case, please select the Sign In option instead of registering again. If you forgot your password, use the Forgot Password link to reset it. If you continue to experience issues, contact our customer service team at [email protected] or call 781-694-5280. 

Yes. You can easily access online shopping through the Roche Bros. mobile app, available for free on both iPhone and Android devices via the App Store and Google Play. You can also shop using your mobile browser by visiting onlineshopping.rochebros.com. 

You can update your promotional email preferences at any time, including subscribing or unsubscribing, using the options below:  

1. Update Preferences in Your Account (Subscribe or Unsubscribe)  

• Visit your Account Profile: onlineshopping.rochebros.com/account/profile
• Under Preferences, select “unsubscribe/subscribe”  
• You’ll be taken to a page that shows your current email status and allows you to update your preferences.  

2. Unsubscribe from a Promotional Email  

• You may also unsubscribe by clicking the unsubscribe link at the bottom of any promotional email. 

Please note:  

• Unsubscribing may limit our ability to send you certain special offers.  
• Updating your promotional preferences will not affect transactional emails related to orders, such as order confirmations, order‑ready notifications, or delivery updates. 

If you’re not receiving our emails, follow these steps:  

1. Transactional Emails (Order Confirmations, Ready for Pickup, Delivery Updates)  

These emails are sent automatically and are not affected by your promotional preferences.   

• Check your Spam or Junk folder — they may have been filtered there.  
• Review your blocked senders list to ensure our email address isn’t blocked.  
• Add our email address to your safe senders list to help ensure future emails reach your inbox.  

2. Promotional Emails  

If you’re not receiving promotional messages, first confirm you’re subscribed:  

• Visit your Account Profile: onlineshopping.rochebros.com/account/profile
• Under Preferences, select “unsubscribe/subscribe.”  
• You’ll be taken to a page that shows your current email status. 
• If your status is Active, you should be receiving promotional emails.  

If you’re Active but still not receiving emails, repeat the checks above:  

• Look in your Spam/Junk folder.  
• Make sure our email address is not blocked and consider adding it to your safe senders list. 
• If you continue to experience issues, contact our customer service team at [email protected] or call 781-694-5280.