We are a small business in North Austin dedicated to delivering the H-E-B groceries and personal care products you use every day for the lowest possible price. Simply go online, order from our catalog of over 30,000 items, and we'll deliver your order in a safe and easy manner.

H-E-B delivery made easy

We're partnering up with our local Northwood H-E-B to deliver all their available items while offering the same great prices listed on their website every day.

Schedule delivery

Schedule your order at anytime of the day from 2 hours before your delivery to weeks in advance.  

Our service starts at 12 Pm and runs until 6 Pm with three delivery windows each lasting 2 hours. Any day our local H-E-B is open is a day we're open!

Receive your groceries

We'll drop off your groceries at your front door, ring the doorbell twice, step 6-10 feet back, and wait to ensure you have everything you need before departing.

We are dedicated to remaining a contactless service and replace our gloves every hour. We wash our hands frequently and only let a maximum of three people handle your items before they arrive at your doorstep.

If you have trouble getting your groceries in and request assistance, we will gladly help.

If you won't be home when we deliver your order, leave us a note while checking out. If we deliver your groceries and you aern't home, we'll drop off your items and let you know your delivery is unattended before departing.

Service areas

Care Pack is available in the following Zip Codes:

• 78759 North of 183
• 78750
• 78729
• 78727 West of MoPac

Care Pack doesn't deliver to me

While Care Pack isn't yet available in all of North Austin, we plan to expand our delivery to Cedar Park, Midtown, and 78731 once our startup gains traction.

Whenever we expand our service area, we'll always let you know via our Updates tab. If you want a heads-up before we expand, consider joining our newsletter.

If you would like Care Pack to deliver in your area, let us know in our Review Us! tab.

Available stores

We buy all our products at H-E-B Northwood and list our prices according to how they price their goods online. Northwood is a medium-sized H-E-B, and while it's not as large as an H-E-B Plus, it still offers the vast majority of items consumed in our area, from household goods, to pet food, snacks, and pre-made meals.

Adding new stores

As we expand, we plan on adding stores like H-E-B Plus, Randalls, and Pet Smart to our catalog

If you wish we offered delivery for any particular store, let us know in our Review Us! tab.

Food safety and quality is our top priority at Care Pack as we strive to maintain contactless delivery while properly storing and refrigerating all your items.

Storage and Refrigeration

From the time we take your items off the shelves of H-E-B to when they arrive at your doorstep, your goods will spend no more than 6 hours in our hands and your cold items will be constantly refrigerated during this time. Whenever your items are in transit, we'll keep them stored in refrigerated bags and while your order is at our distribution center, we'll keep your cold items properly refrigerated and your other items stored safely on our sanitized shelves.

Safety and Covid-19

Because of the Coronavirus Pandemic (kinda the entire reason we created this service in the first place) we're taking extra precautions to ensure your safety and slow the spread. Our sorters and drivers replace gloves and wash their hands every hour while wearing a mask whenever on the job. We minimise the amount of contact we make with your order while constantly sanitizing frequently used surfaces in our distribution center.

We'll drop off your groceries at your front door, ring the doorbell twice, step 6-10 feet back, and wait to ensure you have everything you need before departing.

If you have trouble getting your groceries in and request assistance, we will gladly help.

Order Restrictions

Ever since the emergence of Covid-19, there have been both large scale supply and demand shocks in the gorcery industry across Austin causing wild fluctuations in item availability and shortages on household essentials. To better handle these shortages, H-E-B and ourselves have placed order limits on the products listed below:

          Food items (all H-E-B stores) 

• Brisket – Limit 2

          Non-food items (all H-E-B stores) 

• Bath Tissue Multipack – limit 2
• Bath tissue singles – limit 2
• Paper towels – limit 2
• Acetaminophen – 2 items total (includes baby, trial and travel sizes, OTC)
• H-E-B Acid Controller/Famotidine and Pepcid 50ct and larger – Limit 1
• H-E-B Acid Controller/Famotidine and Pepcid smaller than 50ct – Limit 2
• Disinfecting & antibacterial sprays – 2 items
• Disinfecting & antibacterial wipes – 2 items
• Trial and travel size disinfecting & antibacterial sprays/wipes – 2 items
• Hand sanitizer – 4 items
• Hand soap – 2 items
• Hydrogen peroxide – 2 items
• Rubbing (Isopropyl) Alcohol/swabs – 2 items
• First Aid and Cleaning Gloves – 2 items

Keep in mind that even with these restrictions, we're often unable to provide items from these categories to all our customers if too many products from one category are ordered at once. In addition, we will not be accepting returns on any undamaged items in the categories listed below:

• Paper Towels/Bath Tissue

• Thermometers

• Analgesics

• Disinfecting Spray

• Disinfecting Wipes

• Frozen Food

• Liquid/Bar Soap

• Hand Sanitizer

• Vitamins/Supplements

• Laundry Detergent

• Cold/Allergy/Sinus Medications

Substitute Items Option

We currently don't offer to substitute your specific items out for similar items if they're out of stock on the H-E-B website, we simply offer you a refund for any products we couldn't order and text you which items weren't available before your order is delivered. If you are interested in seeing us add a substitutions option to our website, let us know in our Review Us! tab.

Sign up for a Care Pack account by visiting our website and clicking the signup button next to the search bar. Your account will allow you to place orders, access your order history, and save your order info so you don't have to continuously enter it in during checkout. You can store up to five different addresses in your account, but you'll only be able to use one of them during checkout.

Can I have two or more accounts?

Yes! You can create as many accounts as you like under the same address, name, or credit card. All that is required to create another account is a new email address.

We don't offer gift cards at the moment, but if you're interested in seeing us add them to our website, let us know in the Review Us! tab.

By adding instructions for how you’d like your order shopped or delivered, you can let your shopper know that you’d prefer greener bananas—or help your driver find your apartment to drop off your order!

Item instructions

You can either add item instructions from your cart or after you’ve placed your order (but before your order is delivered). 

• From your cart—click or tap Order Instructions above the checkout button and add your requests.
• 
  
• After you’ve ordered—text 512-705-6738 with any added instructions and we'll reply either confirming we've got the message or notifying you that your items have already been shopped/delivered along with any other relevant details.
  

Item instructions don't carry over to future orders unless you specify so by adding "Permanent" or "Permanent Instructions" before a specific piece of info. If your item preferences change, add "Revove Instructions" before the info you want to remove or type "blank, wipe, blank slate, etc." to remove all your past permanent instructions. If you have any trouble with this, feel free to contact us.

Replacement instructions

Sometimes the item you want might be out of stock. When this happens, we currently only have one option:

• Don’t replace: This option allows you to automatically recieve a refund whenever an item you want is out of stock. If we have to refund any items, we'll let you know via text message. If you don't recieve a text message after your order, that means we didn't have to replace any of your items!
• 
  
• The reason we lack a Replace with Best Match option is because we believe it would be of limited use for any items other than toilet paper and tissues while generally being more trouble than it's worth on both ends.

However we may be wrong. If you have a strong argument for or against adding a Replace with Best Match button, let us know on our Review Us! tab.

Delivery instructions

Adding delivery instructions can help drivers deliver your order quickly. Your delivery driver will see these instructions when they start heading your way. 

Useful info to include—

• Parking locations
• Building security or gate information
• Specific directions for hard-to-locate front doors
• Any markers on your home that might help the shopper find the best entrance

You can add delivery instructions while placing your order in the Order instuctions box (make sure to add "Permanent" before your instructions so we remember them in the future) or after placing the order (but before your order is delivered) by texting 512-705-6738

Sharing a cart with a group of people, especially a family, is easy! Simply set a family account and allow everyone to login and add any products they need without having to consult the family shopper or create a shopping list. Whenever you logout, you're cart info will be saved and you can login to a single account on multiple different devices. Finally, when your group has listed all their products, set a delivery time and checkout. Since you can only scheduale delivery to one location for an order, we suggest an account only be shared between family members or roomates.

We currently don't offer Curbside Pickup because we believe it would both overcomplicate our website and logistics while not being much cheaper than delivery anyways. Because of this, we simply don't see many people using a curbside service if we offered it. However, we may consider adopting it if our customers make a fair argument to the contrary

If you would like to argue either for or against the addition of a Curbside Pickup option to Care Pack, let us know in the Review Us! tab.

If you come across an item listing in our online catalog that is incorrect or missing information, please let us know by going to our Review Us! tab or texting us at 512-705-6738 if the problem is severe or must urgently be fixed.

We highly value any feedback and reviews you give us, advice and criticisms presented on our Review Us! page are essential to helping our website develop and improve. If there is anything about our website or service that you feel must be changed or can be improved, please let us know. Reviewing us is one of the major three ways you can help us thrive as a developing startup

Unfortunatley, due to the fact that Ethan and I are 14 and 16 respectivly and since we don't have a permit to sell alcoholic beverages, we do not offer alcohol of any kind for delivery. On the occasion an alcoholic drink slips into our catalog, we'll refund you the full price of the beverage you purchased and notify you of the item refund via text message.

Returns

In order to return your item(s), you may bring them to our distribution center at 7000 Rain Creek Pkwy any day of the week between 12:00-6:00 Pm within at least 14 days of your purchase. If the items are undamaged, unused, and we can find a record of your purchase, we will digitally refund the cost of your item(s) immediatley.

If you prefer, you may make a contactless dropoff by first texting 512-705-6738 with the product(s) you're dropping off, when you will drop them off, and your order # (can be found in your order confirmation email). After providing this info, you may return your product(s) by our front desk without having to confront us in person.

Due to the coronavirus, we will not be accepting returns on any of the items listed below: 

• Paper Towels/Bath Tissue
• Thermometers
• Analgesics
• Disinfecting Spray
• Disinfecting Wipes
• Frozen Food
• Liquid/Bar Soap
• Hand Sanitizer
• Vitamins/Supplements
• Laundry Detergent
• Cold/Allergy/Sinus Medication

While we will refund the full price of your undamaged returned item(s), we won't return any of the $5-10% service fee collected from your purchase. 

Damaged Items

If you find that one of your items was damaged by us before being dropped off at your doorstep, the same rules for undamaged refunds apply. However, if we have reasonable certainty that your items wern't damaged as the result of our wrongdoing, then we may refuse your refund. We'll refund the full price of your damaged items otherwise, including the addition to your service fee these damaged items caused.

Refunds

As long as you meet the requirements in the returns section, we'll give you a full refund of the cost of your returned items, including the service fee for damaged items and excluding it for undamaged items.

If you wish to refund your delivery tip, simply text us at 512-705-6738  with your order # (can be found in your order confirmation email) and what you would like to decrease your tip to. Your change will stay anonymous and we won't hold it against you; but if you could tell us the reason for your change, that would be greatly appreciated.

After you pay for your items, you may remove an item from your order before your delivery time interval by texting us at 512-705-6738 with your order # (can be found in your order confirmation email) and which item(s) you would like to remove. While we will refund the full price of your removed item(s), we won't return any of the $5-10% service fee collected from your purchase. 

Absent or extra items

If you find an extra item in your order, feel free to keep it. Consider it a present for our mitsake (misakte) ((mistake!!)).

However, if you are on the losing side of this type of error and find one of your items missing, text us at 512-705-6738 with your order # (can be found in your order confirmation email) and the item(s) missing from your delivery. Unless we have a reasonable assurance that we did indeed send you all of your items, we'll give you a full refund for your products, including the addition to your service fee these absent items caused.

Late or missing refunds
It may take a while for your refund to come through, so please allow a week or two for the transaction to show up. If your refund doesn't come through, double check your credit card and contact us so we can sort out the problem.

Sold out items

Because of recent supply shortages caused by Covid-19, an item that is available in stores one day could be missing the next and likewise. While we aim to update the avalibility of our products daily, we are often unable to keep up with this supply chain instability.

Whenever we're unable to purchase one of the items you ordered in your care package, we'll automatically refund the full cost of your missing goods, including the addition to your service fee these sold out items caused, and text you before your delivery with the items we were unable to order.

Cancelling an order

You can cancel an order for a full refund without any additional fees at any time before your delivery time interval.

To cancel your order, text us at 512-705-6738 with your order # (can be found in your order confirmation email) and let us know that you would like to fully cancel your order. We'll text back to confirm your cancellation. While we will refund the full price of the cancelled goods in your order, we won't return any of the $5-10% service fee collected from your purchase. 

Receive a delivery you’re not completely satisfied with? In most cases, we can make things right quickly when you report a problem following the instructions below.

On our website, you can let us know about—

• Missing items
• Incorrect items
• Damaged items
• Late orders
• Poor service

How to report a problem

If you want to let us know about a minor problem with our delivery, leave us a review in the Review Us! section.

If you have a larger problem that you would like us to resolve with your delivery, feel free to Contact Us via text or email.

See a refund charge from Care Pack you don't Recognize? It's likely the result of an adjusted total for changes in your order (e.g., items unavailable or you refund/return any items).

Final total different from total at checkout

When you place an order, we show you the anticipated total, including estimated taxes and fees. The final total charged to your card may be different if any changes occur during the shopping process, such as—

• -An item is out of stock and you've been refunded (we'll always text you if any items you ordered were sold out before your items are delivered)
• 
  
• -You request any of the refunds under the Refund, Returns, and Cancellation policy FAQ

Fraudulent charges

If you see an increase in the cost of your order after it has been submitted, it must be the result of something other than the refunds mentioned above. Please send us an email with:

• The date of the unauthorized charge(s)
• The amount of the unauthorized charge(s) 
• The last four digits of your credit card number

We recommend talking to us before disputing unknown charges directly with your bank. When a dispute is filed, your Care Pack account will be deleted during the investigation, which can take up to 60 days to complete.

At this moment, we are unable to rescheduale a delivery that has already been ordered. If you would like to rescheduale, you must cancel your current order and start a new order entirely. Because of this, whenever ordering your items, be especially certain to pick the right delivery date and time.

If there are no cold items in your order, you may opt to have us drop off your items without you needing to pick them up. If you have refrigerated items however, try having a friend or nextdoor neighbor pick up your items for you.

What is the service fee on my order?

We charge a flat rate of $5 for a service fee when your order is under $50. If your order is over $50, we charge 10% of your total order value (excluding taxes and tips) for your service fee. This fee applies to all items in our store, and there are no additional fees we charge other than our service fee.

What is the tip on my order?

Tips are essential to our business because they allow us to grow our collection, expand our business, and increase our service versatility. We have three default tipping options as well as an Other option for adding a unique tip to your order:

Standard- 5%

A fair tip on both ends, our average tip is around 5%

Most Popular- 7.5%

Our most popular option and a way to show we've done a really great job

Excellence- 15%

If you love the concept behind our service, or if we've done an excellent job, this is the tip for you.

Please remember to tip when you checkout, 100% of proceeds go directly into improving Care Pack!

Accepted payment methods

We accept many forms of payment—all major US and Canadian credit and debit cards, Google Pay, and Apple Pay. For quick and convenient checkout, you can save your preferred payment method to your account.

At this time, we don’t accept prepaid credit cards, store gift cards, EBT cards, or international payments.

We're sorry for the inconvenience as we're currently not able to accept:

• Prepaid credit cards
• Cash
• Store gift cards
• EBT cards
• International payments

The 2014 Farm Bill authorized USDA to conduct and evaluate a pilot for online purchasing prior to national implementation. Unfortunately, Care Pack is not currently part of this pilot, meaning we are unable to accept SNAP benefits or similar types of government food assistance as payment on our platform at this time. 

As we continue to grow our business, we may be able to provide this option in the future given the initial pilot program is expanded upon by the USDA. If you are interested in seeing us accept SNAP benefits, let us know in our Review Us! section

Add a payment method

You can add payment methods whenever you submit an order after adding your payment info during checkout. your new order info will auto-enter in the next time you place an order and your previous payment methood will be forgotten.

Remove a payment method

Because we don't store credit card info directly (Shopify Payments stores your credit info for 60 days so we can change or refund items),  there is no way to remove payment info from our website (it isn't there for us to remove).

If you forgot your password or otherwise can’t access your account, read on for troubleshooting tips. 

Forgot password

If you would like to change your passowrd, click on My Account and then Recover Password at the bottom of the popup. Enter in your email address and submit, you should get an email to reset your password after a few seconds. Click on the Reset your password button, enter in your new password, and finally click submit. Congrats! You've just changed your password.

Account suspended

Although we don't know entirely why, Shopify API may temporarily suspend your account for acting too automated. Usually, this is a temporary issue that can be easily fixed by refreshing your page or logging out and back into your account. However, if you are unable to get back into your account, Contact Us so we can help figure out the issue.