Frequently Asked Questions
At Food City, we believe in the power of an informed consumer. We want to make sure that our shoppers have access to all the latest information about products, programs, coupons and other areas of interest at their fingertips. Our FAQs are a collection of some of our most frequently asked questions for you to browse at your convenience, to help answer some common questions and keep you more informed. If you are unable to find what you are looking for in our FAQs, just let us know how we can help. Your feedback is always appreciated.
Food City is committed to providing the highest quality products for the best value, everyday. Occasionally, products sold in our stores may be voluntarily recalled by the manufacturer to protect the public from products that may cause health problems or may be misbranded due to incorrect labeling and/or packaging. Please visit our Recalls page for more information.
The "sell by" or "pull" date is the last date the product should be sold. "Use by" or "best if used by" date indicates the approximate last date a product will be of best quality. The "expiration " date gives the last date an item should be sold; and also the last date an item should be used before it is likely to lose flavor and quality. "Food Safety Tips for the Grocery Shopper," published by South Carolina Department of Health and Environmental Control.
Wash all fruits and vegetables in clean drinking water before eating, not before storing. This includes fruits such as melons and oranges that have skin or rind that won't be eaten.
Bananas are not to be stored in the refrigerator, they need to stay above 56 degrees, or they will chill and never ripen to the flavor that you enjoy.
Look for the one with a yellow bottom and one with a brown stem. These have been left on the vine the longest and tend to be best.
It is the light; potatoes need to be stored in a cool dark place once you get them home.
Store milk in the coldest part of your refrigerator. It will stay fresh for 3 to 5 days after it has been opened or 3 to 5 days past the date, whichever occurs first.
Place the fruit in a paper bag, close it up and leave it on the counter for a day or two then once it starts to feel soft to the touch, it will be the juiciest and sweetest, and is ready to eat or refrigerate for later.
Fresh cut meat is purplish in color. Oxygen from the air reacts with meat pigments to form a bright red color that is usually seen on the surface of ground beef purchased in the supermarket. The interior of the meat may be grayish-brown due to the lack of oxygen penetrating below the surface.
While the vast majority of Food City Canned Goods are packed in the United States, every domestic canner uses a different system of coding, so there is no universal method of determining the pack date of any can of product. In general, even if the can is not rusted, badly dented, or bulging, the consumer must use common sense and not use the product that does not smell, look, or taste right. Food City is taking a leadership position in converting to consumer-readable "best if used by" open dating on many of our Food City Brand Canned Fruit and Vegetable items. When buying these open dated Food City Canned Goods, consumers will have a much better idea of the shelf life of the product. For canned goods that do not use open dating, please contact the manufacturer by calling the 1-800 number on the can. For valuable information on storage and handling of a wide variety of food items, please consult "The Food Keeper."
If you haven’t found an answer to your question about digital coupons, please see the Customer Service desk at your local store. You can also send us a message here. You will need to have your Card ID/Phone Number and transaction information.
Learn more about our stores and products
For the most part, Food City ads are the same in all locations. There are, however, a few exceptions that cause some items to differ. They are:
1. Regional preferences. Since Food City operates in several different regions, there are some items that are preferred in some areas that aren't in others. For example, customers in our more southern stores prefer coffee in bags. In the northern regions, they tend to buy more coffee in cans.
2. Special sales. From time to time we will offer special sales in specific areas to celebrate such things and newly constructed or newly remodeled stores, community events, or special promotions. These sales are limited to a specific time period and are in addition to our regular weekly sale.
3. Soft drink price zones. Soft drinks are supplied to us by several different bottlers throughout our marketing area. These bottlers operate independently and can choose which products and packages they want to promote. Therefore, we must vary the offers in our ads to accommodate the different soft drink manufacturer.
4. Local taxes and regulations. Different states and localities have rules that can affect the price of some of the products we sell. For example, taxes on tobacco products are different in Virginia, Tennessee and Kentucky. In addition, some towns impose an additional tax on these products. Another example is milk. In Virginia, the department of agriculture regulates how cheaply retailers can sell milk. In Kentucky, they do not.
Yes, however to ensure quality and freshness to our customers these are monitored and only approved by our produce buying office. Individual stores are not able to purchase product on their own.
Food City can fill a cake order on a few hours notice (we’ve done a few emergency cakes in our time!), but we prefer a 24-hour notice for birthday cakes and several days notice for special occasions such as weddings. Large, elaborately decorated cakes take time to prepare, so please plan appropriately. Schedules for our cake decorators vary from store to store, so visit your nearest Food City bakery to get the best times to place your cake order. Also available are several pre-decorated cakes that can be personalized for any occasion.
Because of the way that crude oil is handled in the United States (with all crude oil being mixed in either storage tanks or pipelines) it is basically impossible for anyone to truthfully guarantee that 100% of the product one sells is refined from crude oil sourced in the United States. However, Food City does purchase all of its fuel from refineries on the Gulf Coast and well over 90% of the crude oil feedstock used by those refineries is domestically produced. The remaining 5%-10% typically comes from either Mexico or Canada.
We can get most any type of item if it is in season and available. Contact either the Store Manager or Produce Manager and he/she can special order it to come in.
Like in most retail situations, it's a matter of supply and demand. If an item doesn't sell well, it may be replaced by a different product that better meets consumer needs. In many instances, our suppliers update their product lines resulting in a product no longer being offered.
Our stores should have a good supply of ad merchandise, but sometimes, unforeseen factors can cause us to run out of an item prematurely, or to be unable to get more of the item in a timely fashion. When this happens, we have two remedies. First, we're happy to offer you a substitute. When doing so, we'll choose an item that's as comparable as possible in terms of size, quality and price. Second, we can give you a rain check for the specific item we're out of. Rain checks generally are good for 15 days, but we'll gladly renew it if it takes us longer than that to get more of the item.
For prompt attention to your concern, please see the store manager or management on duty at the time. All of us at Food City work very hard to provide the best service at all times. If we have not met your expectations, we do want to know about it. If the manager is unavailable, please contact our Customer Service at 276-623-5100 or use our customer comment form.
A lot of times as the season changes the supply goes up so the price comes down. If supply is tight then the price goes up. This could be caused by severe weather in the growing areas.
Once an offer has been used, it cannot be used again.
Yes. As long as the transaction has not been finalized, you can use the discount in a future shopping trip.
We are proud of the quality of all Food City products. All of our exclusive brand items are guaranteed, or your money back. Our store will be glad to assist you with your concern if you will kindly return the dissatisfactory product to them.
Food City is an equal opportunity employer that seeks self-motivated, energetic associates. We are proud to be one of the largest private employers in Kentucky, Virginia and Tennessee. Employment opportunities cover a wide range of positions and skill levels. Positions at Food City's 100 plus stores allow for flexible hours and offering ideal jobs for students and seniors. You may apply for a job in our stores by asking for an application from the store manager or filling out an application online, printing the application and turning it in to your nearest Food City. For a job at our corporate office in Abingdon, VA, submit your resume to: K-VA-T Food Stores, Inc. P.O. Box 1158 Abingdon, VA 24210
Prepare a brief letter of introduction containing the information listed below (try to keep it to one page)
A little background information on your company.
Do not send samples at this time; send brochures and/or color photographs and two business cards (if available). Product/service information; variety of items offered, including styles, signs, colors, cost estimates and marketing plans.
Financial position; actual resources and/or ability to raise capital.
Advise if your product is on the shelf of other retailers and sales results.
Production capabilities, equipment, shipping point and what quantities you can provide. Mail to: Food City Merchandising Department 26331 Hillman Highway Abingdon, VA 24210
If you have a returned check and would like to discuss it with an associate in our Loss Recovery department, please call 877-230-7939. To mail a payment for a returned check, please send it to: KVAT Food Stores, Inc. Loss Recovery Department PO Box 1808 Abingdon, Virginia 24212
Find information about our Shopper Loyalty program
In order to register for a ValuCard and/or FoodCity.com account, the following information is required:
Card ID (for current ValuCard members)
Additionally, you will need to accept the program terms of service
For new accounts: Register online by clicking "register" at the top of FoodCity.com. Submit your email address in the provided space and we will send you a verification email to get started. You can also apply at any Food City store.
You may receive your ValuCard only pricing and use digital coupons at checkout in one of three ways:
1. Simply present your Valucard to one of our freindly cashiers or scan your ValuCard at checkout.
2. Provide an Alternate ID to your cashier. Your Alternate ID is your phone number. Simply provide your phone number at checkout, if you set one up with your ValuCard Account.
3. Scan your digital ValuCard barcode, available in our Mobile App, at checkout.
Simply "login" to your FoodCity.com account, click "My Account" at the top of any page. Select "Account Settings" from the menu. Enter your current password followed by your new password in the appropriate fields. Confirm your new password, and click “Save” at the bottom of the page.
Simply select the “Forgot Password” link located under the sign-in area, and a new password will be sent to your registered email address. Once you receive the new email, “login” to your FoodCity.com account with the temporary password. Click "My Account" at the top of any page, then “Account Settings” area to enter your new password.
No. Each account is designed for one user. However, any household member may use the offers.
There is no charge to create or use your account.
Learn how you can earn money for your school
For 2015-2016 school year, Food City will donate $600,000 in cash through the Food City School Bucks program. The points your school earns will help grow their share of the $600,000 total. It's like a pie - the size of your school's slice will depend on how many points they have received. Schools should encourage their supporters to register their ValuCard for the Food City School Bucks program.
Every qualifying purchase after registering and using your ValuCard entitles your chosen school to more points, thus a greater share of the School Bucks awards. The more qualifying purchases, and the more participants in support of your chosen school, the larger the School Bucks check at the end of the year for your school.
Participating Brands include Food City, Food Club, Full Circle, Paws, ValuTime, Top Care, Academix, Domestix, Electrix, EasyClix, World Classics and Dining-In products, as well Kay's Ice Cream, Terry's Snacks, Lay's Meats, Farmbest Milk and Kern's Bread & Cakes products. **Certain restriction and exclusions apply: alcohol, tobacco, pharmacy, gift cards, lottery tickets, fuel and video and where restricted by law are excluded from the Food City exclusive brand purchases.
With the new School Bucks Challenge, it’s easier than ever to earn reward points! For every dollar spent at Food City* using your ValuCard, one point will be earned for your school. The more points earned, the larger share of the cash your school will receive. All you have to do is link your ValuCard to your school of choice and you’ll automatically earn points every time you shop!
*Please note that points are not awarded on purchases of gift cards, fuel, Western Union services or lottery tickets.
Schools will communicate through flyers that will be sent home with the students, newsletters and display posters in the school hall and classroom. Also each Food City store will have a list of bar codes located at the customer service desk. Schools that are not registered may register online or may simply call the Food City School Bucks coordinator, Lisa Johnson at 1-800-232-0174.
Simply login to your account to select a school and view your annual points earned.
Schools may register online or simply call the Food City School Bucks coordinator, Lisa Johnson at 1-800-232-0174.
Food City Pharmacy
Find information about Online Prescription Refills
Yes, go to FoodCity.com and click on the Pharmacy tab at the left of the page. Click the Sign Up button at the bottom to be directed to the new portal. Once you are in the new portal click Refill by Rx Number at the bottom of the page and this will direct you to enter your prescription information.
Yes, go to FoodCity.com and click on the Pharmacy tab at the left of the page. Click the Sign Up button at the bottom to be directed to the new portal. Once you are in the new portal click Transfer Rx at the bottom of the page and this will direct you to enter your prescription information.
To create an account Go to FoodCity.com. Click on the Pharmacy tab at the left of the page. Click the Sign Up button at the bottom to be directed to the new portal. Once in the portal, Click Sign Up at the top right. Follow the instruction to create your account.
To access your patient information you must first create an account. Once your account has been created you will be able to refill or transfer prescriptions by entering the Rx number. We value your privacy and security so you will be asked to provide patient Name, DOB, and a recent RX number for verification order to view your current prescriptions.
To verify your account:
1. Once you have accessed your account, click Prescriptions
2. Click Add Family Member
3. Enter the requesting information
A confirmation PIN request will be sent via phone call or text to the phone number on file with the pharmacy.
4. Enter the provided PIN for access to your current prescriptions.
Contact your local pharmacy for assistance. We may need to update your information.
To add multiply members to your account simple log into your account, click Prescription at the bottom. Click Add Family Member and following the steps for each member.
Yes, you can but you will be limited to just refill and/or transferring your prescriptions by providing the Rx number. You will not have access to current informations until we can verify your account.
No, once an email has been used to create an account, it may not be used again.
When you are directed to the portal, click the Sign In at the top. Once the sign in page opens you will be provided a link to click for password recovery. A confirmation request will be sent via phone call or text to the phone number on file with the pharmacy.
Yes, when processing a refill request you will be asked if you would like to be enrolled in Auto Refill. When opting into Auto Refills, if eligible, we will refill your prescription when it becomes due. If you have opted in for refill notifications we will contact you when the prescription refill is complete.
No, but you can simply contact your local pharmacy and request text message notifications when your prescriptions are ready.
Yes, once you have logged into your account, click the family members name you which to print history on. Next click the History tab in the center of the page. Your prescription history will display. Click the Print icon to the right of the page. You will be prompted to enter a date range then click Create to print the PDF version of your prescription history.
Food City Home Delivery, powered by Insatcart
Find information about our home grocery delivery service
Right now Food City Home Delivery is available only in select Food City stores. We are working to expand this service. Check for updates in our Community News section or in store details on FoodCity.com website.
Food City Delivers is powered by Instacart, a third party grocery delivery service that connects customers with Personal Shoppers who shop and deliver groceries from Food City stores. Simply order the items you want at FoodCityDelivers.com and have them delivered when and where you need them.
Yes. There is a $10 minimum on all orders.
• Delivery is FREE for the first order.
• Delivery costs start at $5.99 for a 2-hour or scheduled delivery with a purchase of $35 or more
• Delivery cost is $9.99 for a 2-hour or scheduled delivery if the order is under $35.
• Customers can purchase an “Express Membership” which includes free delivery for all orders over $35. $149 annually or $14.99/month
The coupons available on FoodCityDelivers.com and Instacart website are unique to Food City Delivers powered by Instacart. However, you can use digital coupons that have been clipped to the your ValuCard.
Food City Delivers has a concept called “replacement items” (substitutions) where the shopper selects an item that is comparable to the original based on brand, flavor, size, healthy option and price.
No. Instacart shoppers and drivers receive, shop and deliver your Food City Home Delivery order. They are also responsible for helping customers with any questions or issues with the service, including the website, app, payment processing and order status and more.
After each order is delivered, customers are prompted to leave feedback. Instacart’s Customer Happiness team reviews all feedback and reaches out to customers. Customers can also reach out to email@example.com to report order issues. If customers have more questions, they can visit www.instacart.com/help or call (888) 246-7822 or (415) 712-0241.
Find information about our Professional Shopper Service
GoCart is our new professional shopping service. Our professional shoppers will shop your order like YOU would, selecting items based on your preferences. Simply shop Online at FoodCity.com, from thousands of items available in your Food City store and select a pick-up time. Our professional GoCart Shoppers will have your order ready to load into your car when you arrive. No need to get out of your vehicle. Now that's convenient!
Shop Online. Pickup Curbside. Save Time and Money with GoCart.
GoCart is available in select locations only. Check if there is a GoCart location near you.
Just visit our GoCart Tutorial page for step by step guide to shopping GoCart, inlcuding a how to video.
Once your order is submitted, simply drive up to our Go Cart drive-thru area. The Go Cart pickup area is located near the front of the store. Just look for the GoCart pick up sign. If you are paying by credit card please present your photo ID and actual credit card.
You may either pay Online when you complete your order or pay at pick-up with credit or debit cards only. If you pay at pick-up we will swipe your credit or debit card when you arrive in the pick-up lane using a portable credit card machine, keeping your card in your possession at all times. No additional fee, no need to leave your car.
Yes, you can if the store has already starting picking your order. Simply login "login" to your FoodCity.com account. Click on “My Account” at the top of the screen. Select “Order History” from the drop down menu. The Order History screen will display a current list of your orders. Click on “add items to order” to make any additions to your current order. You can then search the website for the items you wish to add. Click on the items and you will be prompted to create a new order or add to your current order. If the store has already starting picking your order you can call/text the professional shopper and add items over the phone.
After you login, you can select the ‘My Account’ text on the login confirmation screen or located at the top of the shopping screen. You will be given a screen in which you can view, add or change your password, delivery information, program information, etc. To change your email address please contact us or call customer service directly at 1-800-826-8451, Option 2
All valid manufacturer and store coupons are welcome with your Go Cart order. Give your coupons to the Professional Shopper at curbside pick-up.
Please refer to our coupon policy for additional information.
Food City advertised prices change every Wednesday at 12:01am in our stores. We update Go Cart at 3:01am on Wednesday with the new sales prices so that you will see the correct sales that correspond with your pickup day. If you are ordering sale items at the beginning of the week for Wednesday or later pickup, you will be charged the price of the items on the day the order is shopped. Your estimated total may vary from the actual purchase total by the change in advertised prices along with the minor price variations for items that are sold by the pound. From time to time data transmissions may cause a price to be incorrect within our online store. We will correct any issue we become aware of at the earliest time possible. Customer service issues that may arise from a data transmission error will be handled through our standard customer service process.
For produce, deli, seafood and meat items that are priced by the pound, your shopper will select the items that most closely match the weight you wish to purchase. You will be billed only for the actual amount of product selected. Consequently, the total dollar amount of your order may vary slightly.
In the checkout process we will ask you if you would like to allow for substitutions. Our goal is to never be out of stock on any item. However, if an item is out of stock we will make every effort to contact you and substitute with an item as close to the size and price of the item ordered. If you would like to accept our substitution policy, just check the box provided. Please be sure to include your contact numbers so we can reach you.
Our hope is that ‘Mother Nature’ will never prevent you from picking up your groceries in a timely manner. Please let us know if you will be delayed in picking up your order. Furthermore, we will have your Professional Shopper contact you in the event that your order will be delayed due to weather or power outages.
Our online store is always growing. If you cannot find an item but you would like to add it to today's order, please notate this information in the "comments for your professional shopper" section. Please enter as much information as possible about the product and if the store carries the item it will be added to your order.
Orders containing alcoholic beverages and tobacco (where sold) will be available for pickup or delivery. Prior to handing the customer their order, our employee, or delivery person, must check your driver's license to verify age. If an adult over the age of 21 is not present at the time of pickup or delivery, any alcohol products will be removed from the order. Tobacco purchasers must be at least 18 years of age and also have valid proof of age or the tobacco items will be removed from the order. Many municipalities and counties limit the sale of alcohol on specified days and times of day. Our stores will follow the statutes of each state, county and local entity.
Beer is sold in all stores in Kentucky, Virginia and Tennessee. Additionally wine is sold in all stores in Virginia.
Information about our SMS, text message alerts
Text messages can be received automatically on almost all cellular phones in the United States and Canada. We currently support the following networks: Alltel, AT&T, Boost Mobile, Cell South, Cellular One Dobson, Cincinnati Bell, Nextel, RCC, Sprint PCS, T-mobile, U.S. Cellular, Verizon Wireless, and Virgin Mobile USA.
Message and Data rates may apply depending on your wireless service plan.
The number of text messages you may receive depends on the specific text messaging services you are subscribing to. This can range from 1 per week to several per day.
You can unsubscribe from your cell phone by texting the word "STOP" to 363636.
The confirmation code is the code you received on your cell phone during the registration process if you subscribed from the web. When you subscribe from the web, we will send you a text message with a 4-digit confirmation code in it. You will then either enter that confirmation code on the web to complete your subscription, or you can reply to the text message with the word "OK" in the body of the message.
Check to make sure that we support your carrier in the first question above. If your carrier is not listed, we currently do not support your phone. If your carrier is listed, please contact support.
Learn about downloading and redeeming digital coupons
Digital coupons are electronic coupons and selected Food City store promotions available exclusively to our customers. They are the same as paper coupons, only without the paper. No more printing, clipping and keeping up with all of your paper coupons. Simply clip our digital coupons directly to your ValuCard using your FoodCity.com account. Redeem hundreds of coupons instantly at the checkout with the purchase of qualifying items.
Register online by clicking "register" at the top of FoodCity.com. Submit your email address in the provided space and we will send you a verification email to get started. You can also apply at any Food City store.
No. Our coupons are paperless and work automatically when you click to save them to your account and identify yourself at checkout with your ValuCard. We do provide you the ability to print or email your saved offers for reference.
To save a digital coupon to your ValuCard, simply click “Clip” on the coupon and it will be saved to your account.
You may have up to 250 clipped coupons in your account.
Clipped coupons should be available within one hour after loading.
New coupons will be available in the “Digital Coupons” tab, along with any other coupons you have not clipped.
All coupons you have clipped will show as “Clipped”. Additionally, you can see all of the coupons you have saved to your account in the "My Clipped Coupons" tab.
You can see all the coupons you have saved in the "My Clipped Coupons" tab.
Your savings will be itemized on your receipt. Additionally, the coupon will no longer be available in your “My Clipped Coupons” tab. You may also click on the “My Redeemed Coupons” link.
The number of times a coupon can be used is up to the manufacturer, but most coupons can be used only once.
No. Coupons savings are limited to one coupon per item purchased.
Please see the Customer Service desk for any issues. You can also Contact Us via our website or call 1-800-826-8451 to resolve any issues. You will need to have your Card ID/Phone Number and transaction information.
While the products for which we have offers are broadly available, some products may not be available at all stores.
Yes. Expiration dates appear on each coupon.
The expiration date is shown on each coupon. Expired coupons will be deleted from your account automatically.
New offers will typically be posted on a daily basis.