Frequently Asked Questions

What is FreshPass®?

FreshPass® is a paid subscription program that offers savings on grocery delivery and many exclusive perks. Subscribers enjoy the following:

  • Unlimited free delivery on orders over $30 (discounted fee for Flash delivery where available)
  • $5 Monthly credit for annual subscribers
  • 2X Points on our exclusive brands
  • Points don’t expire
  • 5% off O Organics® and Open Nature® products
  • 5% off Signature Pet Care™ products
  • Monthly Starbucks® perk
  • VIP customer service phone line

How does free delivery work?

Sign up for one of our FreshPass monthly or annual subscription plans, and we’ll waive the delivery fee on orders of $30 or more for the selected duration. If Flash delivery is available, you will be charged a discounted delivery fee, plus a minimum order fee on orders under $30. When you shop online, just choose delivery and you’ll see the discounted delivery fee at checkout. This discount does not apply to orders placed through third party platforms.

To check if delivery is offered in your area, use the store locator to find a store near you. If delivery is not offered in your area, you can still sign up and enjoy other FreshPass perks.

How does the $5 monthly credit for annual subscribers work?

Annual active paid FreshPass subscribers will receive a monthly credit valued at $5 every month. For Annual paid FreshPass subscribers before 9/16/24, the credit can be applied to in-store or online purchases of qualifying products. For Annual paid FreshPass subscribers on and after 9/16/24, the credit can be applied to in-store or DriveUp & GoTM (excludes delivery) purchases of qualifying products. If an existing subscriber as of 9/16/24 cancels membership and then re-instates, that subscriber will receive the new $5 off credit that is only available for in-store or DriveUp & Go purchases. Be sure to spend at least $5 to enjoy this benefit! Each month you’ll see your credit in your FreshPass gallery where you can clip it for your next purchase. ​

When will my Points expire?

As long as you are an active annual or monthly FreshPass subscriber you can keep your Points! That’s right, they will not expire as long as you stay subscribed.

How do I claim my monthly Starbucks® Perk?

Be sure to check your FreshPass gallery, clip the coupon, and redeem at your favorite in-store Starbucks Café before the expiry. Select in-store Starbucks Cafés may undergo a technical point of sale transition. These in-store cafés may be unable to redeem FreshPass perks. If an in-store café is unable to fulfill the perk, subscribers are welcome to use their perk at an alternate in-store Starbucks Café location. We apologize for the inconvenience.

For a list of our in-store Starbucks Cafés click here.

How do I change my subscription plan?

You can change your subscription plan any time by signing in to your account and selecting “FreshPass” in account settings, then select “Change Plan” and follow the instructions. Changes will go into effect at the start of the next plan period.

How do I cancel my subscription?

You can cancel your subscription by signing in to your account and selecting “FreshPass” in account settings, then select “Cancel FreshPass” and follow the instructions. If you cancel your subscription within the first 15 calendar days of your then active subscription period and you have not placed any orders during that period, your subscription will terminate immediately. If you cancel your subscription period after the first 15 calendar days of your then active subscription period or you placed an order during the first 15 calendar days of your then active subscription period, your subscription will terminate at the end of the then active subscription period and it will not renew unless you send us instructions to renew. If you have signed up for a Free Trial and you cancel your subscription prior to the expiration of the Free Trial period, you may continue to use the FreshPass subscription and services for the full length of the trial. If you exercise your right to delete personal information privacy option, as further described in our privacy policy, anytime during the subscription period, your subscription will be immediately cancelled. 

If I cancel my subscription, will I get a refund?

If you cancel your paid subscription before the first 15 calendar days of the paid subscription period have passed and you have not placed an order through the service during the first 15 calendar day period, your monthly or annual subscription fee will be fully refunded.

If you cancel your paid subscription after the first 15 calendar days have passed or if you use the subscription during those first 15 calendar days, your monthly or annual subscription fee will not be refunded. However, you still may continue to use the FreshPass subscription and service through the end of either your monthly or annual subscription plan end date.

No refunds will be provided if you submit your request for personal information deletion after the first 15 days of the subscription period or if you have placed a delivery order, however your subscription will not continue and you may not place any additional orders via your subscription.

If I don’t use the service, can I get my money back?    

If you don’t use the service and cancel within the first 15 calendar days of your subscription plan, your subscription fee will be refunded. If you cancel after the first 15 calendar days, your subscription fee will not be refunded.

How do I change my delivery address?

Sign into your FreshPass account and select Account Settings. Under the Account Settings, you’ll see a section titled “Address Preferences.” Click on the “Update”  button and follow the instructions.

How do I change the credit card associated with my subscription?

You can change your credit card by signing in to your account and selecting “FreshPass” in account settings, then select “Payment Method” and follow the instructions.

Does the FreshPass subscription apply to third party platforms (such as DoorDash, Instacart, Uber, Shipt)?

No, our FreshPass subscription does not apply to orders placed through third party platforms.

Does the FreshPass unlimited delivery benefit extend to Vine & Cellar and Marketplace orders?

No. Vine & Cellar and Marketplace orders are excluded from FreshPass members’ unlimited delivery benefits at this time.

Does the FreshPass unlimited delivery benefit extend to Rx pharmacy?

No. Rx pharmacy orders are excluded from FreshPass members’ unlimited delivery benefits.

FreshPass® Discount for Government Assistance Programs FAQs

Is the FreshPass discounted subscription for government assistance programs different than the full price FreshPass subscription?

No. FreshPass subscribers who receive the discounted subscription enjoy all FreshPass subscriber benefits and perks at a discounted rate of $5.99/month or $49/year, which includes: 

  • Unlimited free delivery on orders of $30 or more 
  • 5% off O Organics® and Open Nature®  
  • Monthly Exclusive Starbucks Perks 
  • Points don’t expire 
  • More! 

Who is eligible for the FreshPass discounted plan for government assistance programs?

Currently, the FreshPass discounted plan is available to US customers who are recipients of benefits from the Supplemental Nutrition Assistance Program (SNAP) and pass the verification process. Please check back for more government assistance programs coming soon!

What information do I need to provide to verify eligibility?

To qualify for FreshPass discounted plan, please be prepared to provide:  

  • First Name 
  • Last Name 
  • Email 
  • Date of Birth 
  • ZIP Code 
  • EBT Card Number 

What should I do if the auto-verification fails?

Government assistance verification is validated through SheerID (or another third-party vendor). The vast majority of verifications do not require any additional intervention/information and will be done on the spot. However, if SheerID is not able to verify you, you’ll have the option to upload documents to further verify your status. If enough information is presented, SheerID will approve, and you will have access to the FreshPass discounted plan. If not, you will be asked for additional information (up to 3 times total). If the process fails after 3 attempts, you can start the process over. Other terms and conditions may apply with a SheerID account. 

A manual verification process is not offered at this time. For further verification issues, please visit SheerID Verification Help Center or contact SheerID’s customer support team.

How can I learn more about how to use SNAP for payment on online orders and which items are eligible and ineligible for payment with SNAP EBT?

Not all items qualify for EBT payment. Another valid form of payment must be on file for FreshPass subscription fees. Please check the Star Market EBT page to find out more about how to pay for online orders with SNAP EBT and determine which items are eligible for payment with SNAP EBT.

Do customers who sign up for the FreshPass discounted subscription receive a free trial?

Yes, before you begin paying $5.99/month or $49/year for a subscription—if you’ve not been a FreshPass subscriber before—you can sign up for a limited time free trial. To sign up, your account must have a current, valid payment method.

When will I be billed for my FreshPass subscription?

Once you’ve verified your eligibility, you’ll enter your payment details. Then, you’ll begin your limited time free trial. Once your free trial ends, we’ll automatically charge for the next subscription period using the payment method you provided.

Am I able to cancel anytime?

Yes. You can cancel your subscription by signing into your account and selecting “FreshPass” in Account Settings, then select “Cancel FreshPass” and follow the instructions. If you cancel your subscription within the first 15 calendar days of your then-active subscription period and you have not placed any orders during that period, your subscription will terminate immediately. If you cancel your subscription period after the first 15 calendar days of your then-active subscription period, or you placed an order during the first 15 calendar days of your then-active subscription period, your subscription will terminate at the end of that period. If you’ve signed up for a free trial and you cancel your subscription prior to the expiration of the free trial period, you may continue to use the FreshPass subscription and services for the full length of the trial.

Can I sign up for the FreshPass discounted subscription if I’m already enrolled in a regular FreshPass subscription?

If you are already signed up for a monthly or annual plan, subsequent renewals will be at the discounted plan price as long as you are verified. Changes will go into effect at the start of the next plan period.  

Not sure when your payment cycle ends? Click this link to view.

How long will my verification last? 

You will be required to reverify your status and eligibility every 12 months. If you do not reverify your status after the initial 12 months of verified status, your FreshPass subscription will be canceled. However, you will be able to re-enroll.