Frequently Asked Questions 

B'more Fresh general - Amazon - Giant - Safeway

 

B'more Fresh 

Incentive Questions: 

Does the monthly incentive amount expire?
Yes, each month you will receive $30 to spend on fresh or frozen fruits and vegetables. This incentive is available once per month, until the end of the month.    

What is the total amount participants will receive? 

Participants will be eligible to receive $30 per month for the full duration of the program, which is funded through 2026 by the American Rescue Plan Act. 

 

Ordering online? 
Will ordering online save money?
Ordering online can reduce impulse purchases. It also reduces transportation costs and childcare costs, which also saves time. Online shopping allows for easy price comparison between stores.

Are online purchases secure?
Yes, you will be required to enter your EBT card’s personal identification number (PIN) at check-out. All online retailers require an account with a username and password as well. 

What happens when I place an order?
After you place an order, you will receive updates from the store regarding the shopping and delivery process. You can choose to receive updates through email or text message. Recommend text message when possible. Shoppers may reach out with questions about your order and text messages are a quick way to communicate. 

How far in advance should I place my order?
It depends on how busy the store is and what time you order. Orders may be fulfilled on the same day or delivered the following day(s). Some stores only deliver during specific hours of the day. Check each retailer’s website for delivery time frames.

Do I need to have my phone with me after I place my order?
Yes. It is important to have your phone near you in case your shopper texts you with questions or to confirm substitutions. You will also be notified when your shopper has checked out and when your order has arrived.

 

Delivery Questions 

How do I know which stores deliver to my neighborhood?
Go to the store’s online shopping page and find the store locator. Enter your address or zip code. Select the store near you. Each website is different, but generally, they will list if deliveries are offered.

Can SNAP be used for delivery fees?
No. Delivery fees and tips must be paid with a credit card.

 

Amazon FAQ 

What is B’More Fresh?
Amazon: B’more Fresh is an online SNAP program that helps Baltimore City residents purchase fruits and vegetables online. Baltimore City residents can earn a $30 benefit coupon by purchasing $5 worth of SNAP/EBT eligible items—with your SNAP/EBT funds.  Benefit coupons can be used to purchase SNAP/EBT eligible fresh, or frozen fruits and vegetables with no added salt, sugar or fat.  Customers can earn 1 benefit coupon per calendar month, benefit coupons are valid for 30 days Terms and Conditions Apply.  

 

What fruits and vegetables are eligible for B’more Fresh?
Amazon: Fresh, or frozen fruits and vegetables with no added salt, sugar or fat are eligible for purchase with B’more Fresh benefit coupons. 

 

What fruits and vegetables are *not* eligible for B’More Fresh?

Amazon: Fruits snacks, dried fruits, and condiments like olives are not eligible for B’More Fresh benefits coupons

 

Who is eligible for B’More Fresh?

Amazon: Customers who use their SNAP/EBT benefits for eligible purchases with a delivery or pickup address in Baltimore, MD

 

Where can I use my B’More Fresh benefit coupons?
Amazon: Benefit coupons can be redeemed on Amazon Fresh Online only.  Click here to shop eligible items. 

 

How can I check my balance?

Amazon: You can check your benefits balance here <amazon.com/benefitsbalance>

 

When can I expect to receive my B’More Fresh benefit coupon?

Amazon: Your benefit coupon will be added to your account once your order has been shipped within your selected delivery or pickup timeframe.

 

Can I use a partial amount of my benefit coupon?
Amazon: Yes, during checkout benefit coupons will automatically be applied to eligible fresh, or frozen fruits and vegetables with no added salt, sugar or fat are eligible for purchase with B’more Fresh benefits. You can check your benefit balance and expiration dates here  <amazon.com/benefitsbalance>

 

Can I stack my B’More Fresh Benefit Coupons?
Amazon: No, B’More Fresh Benefit coupons are only valid for 30 days.  

 

Do B’More Fresh benefit coupons expire?

Amazon: Yes. Benefit coupons expire 30 days from the date received.  You can check your benefit balance and expiration dates here <amazon.com/benefitsbalance>

 

What if I have a problem receiving or using my B’More Fresh benefit coupons?

Amazon: Please contact customer service.

 

Can I use my B’More Fresh benefit coupon to cover delivery fees or tip?

Amazon: No, benefit coupon funds are only applied to qualifying fresh, or frozen fruits and vegetables with no added salt, sugar or fat

 

Can I use multiple forms of payment with my benefit?  

Amazon: Yes, once earned benefit coupons can be combined with multiple forms of payment such as (SNAP)/EBT card, credit, debit cards, gift cards, etc.

 

Can I request a refund or cancel items purchased using benefit coupons?
Amazon: Yes. If you cancel items paid for using your benefit coupon, we will re-issue your benefit coupon.  In the case of a refund, we will issue a new benefit coupon.

 

How do I add my SNAP/EBT card to my Amazon account?

Amazon: Visit amazon.com/snap to add your SNAP/EBT card and learn more about the program

 

Giant FAQ 

How does the retailer distribute incentives to customers? 

Giant: A coupon code will be available at giantfood.com/pages/snap-ebt-baltimore. SNAP customers that prefer to shop at Giant will receive an email with this link and a description of the program.

 

How do customers view incentives once they’re distributed? 

Giant: View your B’more Fresh coupon code at giantfood.com/pages/snap-ebt-baltimore. Shoppers with Giant must use the entire $15 e-incentive at checkout, there will be no available balance. Any unused funds out of the $15 e-incentive will be forefeitted. 

 

How do participants add EBT information? 

Giant: Once you’ve reached checkout click ‘Add EBT/SNAP’ button to apply SNAP benefits 

 

How will customers know if a grocery product is eligible for purchase while shopping online? Is there a way to label eligible online SNAP grocery products on a website? 

Giant: Items are clearly labeled “SNAP Eligible” at the top of the page and above the nutrition facts label. The B’more Fresh incentive only applies to fresh and frozen fruits and vegetables.

 

If there is an existing balance on their incentive, how can the customer view it?

Giant: SNAP customers shopping through Giant will not be able to see an existing balance on their incentive. The $15 coupon code must be used in full each time a participant redeems the code. If participants only have $10 worth of qualifying fruits and vegetables in their cart, the remaining $5 will be forfeited.   

 

Do I have to spend the entire $15 incentive in one purchase? 

Giant: Yes, the $15 coupon code must be used all at once. If you only have $10 of fresh or frozen fruits and vegetables in your purchase the remaining $5 will be forfeited. 

 

What is the substitution policy if an item selected is unavailable? 

Giant:In most cases, we will automatically substitute with a similar item. To manage this preference, go to “Shopping Preferences”. You can also change substitute preferences per item, in the “Item Detail” section of your order. While we make every attempt to substitute like for like items, ingredients can often vary. Please check the substituted item carefully for any allergy concerns. If the item does not meet your expectations, please call Customer Care team at Monday - Friday 8 a.m. - 7 p.m. ET or Saturday 8 a.m. - 5 p.m. ET.

 

If a customer receives unsatisfactory produce how will refunds be processed?

Giant: For online or pickup purchases call our Customer Care team at  1-888-469-4426 Monday - Friday 8 a.m. - 7 p.m. ET or Saturday 8 a.m. - 5 p.m. ET and a representative will be happy to assist you. You have up to 7 days after delivery or until the expiration date printed on the product — whichever is earlier — to contact us for resolution. Giant may require the return of products prior to issuing a credit. Some exceptions may apply. If you are missing a product that is not noted as out of stock, notify Customer Care for assistance.

 

What are the delivery fees? 

Giant: For Delivery, the fee and minimum order value change depending on the day of the week. Orders delivered Tuesday through Thursday have an order minimum of $30 and do not have a delivery fee. Orders delivered Friday through Monday have an order minimum of $60 and a flat fee of $3.95. There is no fee for curbside pickup.

 

Safeway FAQ

How does the retailer distribute incentives to customers? 

Safeway: Safeway will distribute 6 $5 coupons that will appear in your safeway account on the “Coupons and Deals” page. The entire allotment for the month is still $30

 

How do customers view incentives once they’re distributed? 

Safeway: View your B’more Fresh incentive in your safeway loyalty account in your personalized deals gallery

 

How do participants add EBT information? 

Safeway: Add SNAP/EBT card during check-out under payment information

 

How will customers know if a grocery product is eligible for purchase while shopping online? Is there a way to label eligible online SNAP grocery products on a website? 

Safeway: The B’more Fresh incentive will appear in your personalized Safeway “Coupons and Deals” page under the “Recommended for U” section. Clicking on the “offer details” link on the coupon will open a new page displaying all qualifying products. The B’more Fresh incentive only applies to fresh and frozen fruits and vegetables.

 

If a customer shops through Instacart, how can they use the incentives? 

All orders must be placed directly through the retailer’s websites

 

If there is an existing balance on their incentive, how can the customer view it?

Safeway: Safeway will distribute 6 $5 coupons that will appear in your safeway account on the “Coupons and Deals” page. These 6 coupons can be used all in one order, or spread out over multiple orders. If you have used 2 at the beginning of the month, you will see 4 deals remaining. The entire allotment for the month is still $30. 

 

Do I have to spend the entire $30 incentive in one purchase? 

Safeway: No, Safeway will divide their $30 monthly incentives into 6 $5 dollar coupons. Participants can choose to use only 1 $5 coupon or all 6 in one order.

 

Can incentives be used if a customer has spent all their monthly SNAP allotment?

Safeway: Yes

 

What is the substitution policy if an item selected is unavailable? 

Safeway: When you place an online order, we’ll attempt to fulfill it completely with your selected products or acceptable substitutions. Out of stocks may occur based on product availability, and you will not be charged for any missing items. 

 

If a customer receives unsatisfactory produce how will refunds be processed?

Safeway: “If you are not satisfied, for any reason, with any item that you purchase through the Online Grocery Ordering Service, you can return it for a full refund or credit on account. Notify the store associate upon pick up of your order or contact Customer Service at (877) 505-4040  between 5:00 AM and 10:00 PM Pacific Time within seven days after your delivery or pick up. 

For any qualifying refund, we will issue a credit to the payment method used to purchase the item or, if you choose, you may receive a credit on account that can be applied to your next online order. Please note that this satisfaction guarantee does not cover damage caused by improper use, storage, or accidents after delivery or pick up, or any ordinary wear and tear on durable goods”

 

What are the delivery fees? 

Safeway: No fees for curbside delivery. $5 is the order minimum to use the B’more Fresh $5 coupon