Frequently Asked Questions:
At Sobeys we are committed to serving our customers and making it right for you. Below are answers to some of the more commonly asked questions. If you can’t find the answer you are looking for, or would like to provide us with feedback, please don’t hesitate to contact us.
Accordion Section
Sobeys has a 100% satisfaction guarantee. Promising 100% satisfaction and “no excuses,” the guarantee ensures money back or a free replacement on any item that left a customer unsatisfied for any reason.
Panache, Compliments, Best Buy, Eight Treasures, Chalo: If ever one of our products does not meet your expectations, please feel free to return it to the store on your next visit. Your purchase will gladly be replaced or refunded, and your comments, with complete product information, will be forwarded to our Customer Care Team.
A: Supplier (Vendor) and Store Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail/Scene+ Coupons
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Supplier (Vendor) coupons must not be printed on plain paper or photocopied
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
B: Internet Coupons
- Expiry date on coupon must not have passed
- Must have a Canadian redemption address
- Can only be redeemed against the purchase of the item specified on the coupon
- Respect the coupon face value even if higher than the price in effect
- Re-imburse the difference in cash if the value of the coupon is higher than the price in effect
- May not be combined with any other offer. Exception: Sobeys Direct Mail/Scene+ Coupons
- For BOGO, coupons will only be accepted for the item purchased, not the free item
- Limited to one (1) coupon per item purchased unless otherwise stated on the coupon
- Must include a picture of the product on the coupon. (Exception: Sobeys Direct Mail/Scene+ Coupons)
- Coupon will not be accepted if it is non-legible
- Must not exceed a value of $25.00
- Must have at least one (1) UPC. (Exception: Sobeys Direct Mail/Scene+ Coupons)
- Coupons cannot state “Mail In Offer” or “Mail In For Rebate”. These coupons must be mailed in by the customer to the address provided
C: Sobeys Fuel Coupons
- Fuel coupons issued in Atlantic Canada are redeemable at any Sobeys, Foodland or participating CoOp locations
- Fuel coupons have NO cash value and cannot be used as an exchange for cash or gift cards
- No change will be given back if the item is less than the value of the fuel coupon
- Cannot be redeemed for prescriptions, tobacco or lottery purchases
- Coupons must not be printed on plain paper or photocopied
D: Sobeys Direct Mail/Scene+ Coupons
- Expiry date on the coupon must not have passed
- Can only be used against the purchase of the specified item on the coupon unless otherwise stated
- Customers must use their Scene+ Collector Card to collect the rewards
- If a customer is unable to print the coupon, the store can accept it shown on their smart phone
- If a customer is unable to print the coupon, the store can accept it written on a piece of paper as long as it has the description of the offer and the UPC
E: Taxes on Coupons
- Bottle deposits must still be paid by the customer (Unless otherwise stated on the coupon)
- Free items must be handled according to the Provincial Taxation Laws and/or as indicated by the Supplier
We strive at all times to ensure accuracy in our pricing and adhere to the Scanner Price Accuracy Code as determined by the Retail Council of Canada.
Refer to the following site link for additional details around this code
Yes, Sobeys now brings customers the Scene+ Reward Program.
Gift cards are available in amounts between $5 to $500, and can be used at any of our banners – Sobeys, FreshCo, IGA and Foodland. However, they are not redeemable at the BC Market Place IGA locations in British Columbia.
Please be advised that we also sell gift cards for a variety of services and vendors. Please visit our Gift Card page or your closest store for details. Gift Card purchases are non-refundable.
Product Availability varies from one store to another and selection is customized to meet individual community needs. We invite you to speak with your local store manager regarding the product selection availability where you shop.
Items using standard recipes (a mix prepared at the store with no additional ingredients) are labelled with a Nutritional Facts Table, as the recipes are the same from store to store. However, for recipes that use a store-specific recipe, the Nutritional Facts Table is not required; the recipe, and as such the nutritional information, may vary from store to store. We invite you to speak to the bakery or deli department so that they may provide you with the nutritional information. While store staff should always be able to provide the ingredient lists, nutritional values are not always available (store substitutions) and not required.
At this time customers are unable to check individual store product availability online, however please feel free to contact your closest store where they will be more than happy to assist you.
At this time, online ordering is available in selected areas for curbside pickup or delivery with Voilà by Sobeys. Please visit voila.ca for details.
The Government of Canada is phasing out the penny. Starting February 4, 2013, pennies will no longer be distributed to businesses or financial institutions. In our stores, pennies will continue to be accepted. For cash payments where change is owed, your change will be rounded to the nearest five-cent increment using the following Government of Canada rounding guidelines:
- Amounts ending in 1 cent and 2 cents are rounded down to the nearest 10 cents.
- Amounts ending in 3 cents and 4 cents are rounded up to the nearest 5 cents.
- Amounts ending in 6 cents and 7 cents are rounded down to the nearest 5 cents.
- Amounts ending in 8 cents and 9 cents are rounded up to the nearest 10 cents.
- Amounts ending in 0 cent and 5 cents remain unchanged.
Our rounding approach may not be adopted by third-party service providers operating within our store environment. Please contact those providers directly if you have any questions about their rounding policies related to the elimination of the penny.
Electronic transactions such as debit and credit cards don’t need to be rounded, and will not be impacted.
For more information, please visit the Government of Canada “Phasing out the Penny” site at www.actionplan.gc.ca/penny or call 1-800-O-Canada.
A: In Internet Explorer, Version 8
In the top menu of your browser, click Tools and then click Internet Options.
On the General tab, under the Browsing History section, click Delete.
A new dialog box will open. Select Cookies and Temporary Internet files, then click Delete.
Back under the General tab, under the Browsing History section, click Settings.
A new dialog box will open. Ensure “Automatically” is selected under “Check for newer versions of stored pages”. Click OK.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Internet Explorer, Version 7
In the top menu of your browser, click Tools and then click Internet Options.
On the General tab, under the Browsing History section, click Delete.
A new dialog box will open. click Delete Cookies and click Yes when it asks if you are sure.
Back under the General tab, under the Browsing History section, click Settings.
A new dialog box will open. Ensure “Automatically” is selected under “Check for newer versions of stored pages”. Click OK.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Firefox, Version 3.x
In the top menu of your browser, click Tools and then click Options.
Click the Advanced icon in the top row, then click the Network tab.
Under the Offline Storage section, click Clear Now and click OK.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Safari, Version 5.x
Click the Settings button in the top right corner of your browser window.
Click Reset Safari.
Select Empty the cache and Remove all Cookies and click Reset.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
In Google Chrome, Versions 9x and 10x
Click the Tools button (wrench icon) in the top right corner of your browser window.
Click Options.
Click the Under the Hood tab.
Select Empty the Cache and Delete Cookies and other site data.
Click Clear browsing data.
Close your browser and try loading the e-flyer again.
If this does not work, please email the Sobeys Customer Care Team at customer.care.ontario@service.com or call 1-888-944-0442 for assistance.
Sobeys is proud to have been part of our community for over 100 years and we are always on the lookout for talented individuals to join the company. Applications may be submitted directly through the website to our Human Resources Department or visit our website at www.sobeyscareers.ca. We also encourage you to visit the store for store-level opportunities.
Two-Factor Authentication (TFA) is a global security standard that adds an extra layer of protection to your account. It requires you to verify your identity using two steps—something you know (like your password) and something you have (like a code sent to your phone or email). This helps safeguard your personal information and prevents unauthorized access.
Starting May 21, 2025, customers with a Sobeys account can add their phone number as an additional way to verify their identity when logging in. Once you select your authentication method, you’ll receive a time-sensitive 6-digit code via SMS text or voice call, along with email. You'll be prompted to enter this code like a numeric key to confirm your identity and complete your login. Your phone number is stored securely and used only for authentication purposes. Adding your phone number helps keep your account safe.
We’re giving you more flexibility to choose how you secure your account. You now have the option to authenticate your login using SMS text, voice call, or email. Updating your preferences allows you to select the method that works best for you while keeping your account protected.
You may be asked to complete Two-Factor Authentication (TFA) when logging into your account on our websites or mobile apps to help keep your account secure. TFA may be triggered during registration and at certain login attempts, depending on factors like your location or the device you’re using. This extra step helps ensure that only you can access your account, even if someone else knows your password.
You can update your TFA contact details and preferences at any time by going to the security settings in your account profile. There, you can add or change your phone number and select whether you want to receive your authentication code by SMS text, voice call, or email. If you haven’t provided or verified a phone number, you’ll be reminded every 6 months to add a valid number so you can enable SMS text or voice call as your preferred method.
Your TFA code is usually sent instantly and should arrive within a minute. If you don’t receive it, you can choose to resend the code directly in the app or online.
You may be prompted to re-authenticate depending on several factors.
SMS text messages and voice calls will display the name of the store that you are trying to access. This means you’ll see a familiar name in the text message sender or caller ID, so you can trust that the code was sent from us.
You have three attempts to enter your TFA code correctly. After three unsuccessful attempts, your account will be temporarily locked, and you won’t be able to access it. If this happens, follow the prompts on the login page or contact Customer Care (link to contact us page) for help unlocking your account.
Your phone number will only be used for the purpose of authenticating your account with TFA.
No, Two-Factor Authentication (TFA) is required to keep your account secure. However, you can choose how you want to authenticate. You can receive your code by SMS text, voice call, or continue using your email to verify your login.
Yes.
No, your TFA authentication phone number is used only for security purposes and will not affect your contact, marketing, offers or delivery preferences. These remain separate and you can continue to manage them in your account settings.
Your TFA contact information (such as your phone number) is used only to send secure authentication codes when you log in. It is stored securely, processed in accordance with privacy regulations, and is not used for marketing or shared without your consent.
If you delete or cancel your account, your TFA contact information will be securely removed from our system in accordance with our data retention and privacy policies. We do not retain your TFA details once your account has been fully deleted.