Quick answer: A PC Express pickup order may be adjusted during preparation, at collection or after an item has been received. Loblaws publishes separate help instructions for reviewing substitutions and for fees when an order is cancelled late. Loblaws PC Express official policy information.
What the published Canadian policy says
Loblaws says most customers can review prepared-order substitutions in their account or PC Express app, accepting or rejecting them online. If an option is unavailable for a pickup order, the customer can raise an unwanted substitution on arrival; for a delivered order the help page describes a post-delivery refund request. A cancellation made after the order has been prepared may incur a fee, according to its separate help article.
Consult the current official terms for this purchase or service when checking an order; the original booking, receipt or service agreement may identify conditions not covered by a general help page.
How to find the official return, refund or cancellation route
Open the exact grocery order in the Loblaws account or PC Express app and inspect its preparation status and substitutions. If you are collecting the order and cannot reject an unsuitable replacement online, identify that item to the pickup team when you arrive. Keep the invoice and order number for a missing-item or price question; use the retailer’s in-account support route for that purchase.
A practical example
Hypothetical scenario: You requested one brand of cereal but the prepared pickup order includes a replacement you do not want. Reject it through the review screen when available; otherwise inform the pickup associate at collection. Cancelling the whole prepared order is a different action and may have a separate fee.
Conditions and exceptions worth checking
Pickup and delivery have different opportunities to refuse a substitute. A card authorization or displayed estimated total is not necessarily the final amount for a substituted order. Check the final receipt rather than assuming the initial cart amount controls the refund.
Official help for your order or account
Use the Loblaws Help pages and the support option attached to the specific PC Express order; these official pages describe the substitution and prepared-order cancellation pathways. Loblaws PC Express official customer support.
Common question
Does rejecting one substitute cancel the whole order?
The official help page treats review or rejection of a substitution separately from cancelling a prepared grocery order.
Independent Canadian consumer information; not the brand’s customer service. The published company terms and your own purchase record control the commercial process. This guide does not determine individual legal rights or guarantee an outcome. Policy checked on 20 September 2026.