Customer trust and safety is top priority at Instacart, so we have a number of measures in place to mitigate potential Food Safety risks.
If you ever have a question about our Food Safety policies and best practices, feel free to contact us!
When your order is connected with a shopper, you’ll see a message in the app. If you have notifications turned on, you’ll also receive a notification.
You can access your active order any time by selecting Account > Your orders.
During the shop, track the shopper's progress and view item changes.
You can chat with your shopper while they're selecting your items. Click on the box in the upper right hand corner of the order page to send them a message! Use this feature to add new items to the order as needed.
If you have notifications turned on, you will also receive alerts for any changes to your order such as replacements and refunds.
For help turning on notifications, click this link!
Please Note: If your order hasn’t been connected to a shopper yet, you can manage your items, notes, and replacement options in your account. Click here for help managing your order items.
While a shopper is working on your order, you can contact them directly about changes to your order. Here’s how to do it:
When it's time for delivery, you'll see a message in the order page. If you have notifications turned on, you'll see an alert as well.
The ETA will be displayed on the order page. During delivery, you can reach out to your driver as needed. Use the Chat box on the order page to send them a message.
Please be aware that, for safety reasons, drivers may be unable to reply to your messages while in transit.
The order screen will reflect when the delivery is complete! (And, of course, you'll get a notification if you have those turned on.)
Since delivery drivers do not use commercial vehicles, they may have difficulty parking in certain locations. We suggest sharing any helpful parking information in the delivery instructions when placing your order. If your order is live, you can send the delivery driver a message.
If the delivery address is located inside a secure community or commercial building, delivery drivers may need to take extra steps to complete delivery. Please be sure to let security personnel know in advance that an Instacart delivery will be arriving. Leaving detailed information for the shopper in the delivery instructions, or chatting with them directly is helpful.
If your driver cannot reach you, they may have to cancel the delivery. Turning on in-app or SMS notifications is very helpful for tracking and and receiving your delivery.
If for any reason you’re unable to receive your delivery, please contact Community Support immediately.
If there is someone on the premises who can receive it in your absence, we recommend adding this information to the delivery instructions when placing your order, or chatting directly with your delivery driver.
Please note: orders containing alcohol require the I.D. and signature from someone 21 or older.
It happens. If you’re entered the wrong delivery address at checkout, and a delivery driver is already on the way, please contact Community Support for assistance.
Once your delivery is complete, you can quickly access your receipt in your email inbox or in your Instacart account.
When your delivery is complete, we’ll send you an email copy of your full receipt. If you’re not receiving Instacart order confirmation emails, please check your junk/spam folder!
Please note: if your order contained deliveries from multiple stores, you will see each store’s items list displayed as a tab on the order details page. However, selecting View receipt on any of these store tabs will display a receipt for the complete order, including all stores.
You're welcome to tip the shopper who delivered your order through the app or our website before or after the delivery is made.
Your tips go directly to the people who are fulfilling and delivering your order. Depending on your delivery area, the tips go to your personal shopper or delivery driver.
You can add and change a tip amount up to 14 days after your delivery is complete. Your receipt will update accordingly.
To add a tip when placing your order, click Add in the Checkout page in the Estimated order totals box. Select the amount you’d like to tip. You can change this amount up to 14 days after delivery.
You can add a tip after your delivery is complete through the Receipt pop-up in your account, in your account, or via the emailed receipt statement. Clicking Rate order will take you to the tip page.
Here you can set your tip by a percentage of the order total, set a custom amount, or submit none.
I added a tip after delivery, but I want to change it. Can I do that?
You can adjust your tip within 14 days of your completed order. Folllow the steps to access the Order page, above. Select View rating and adjust the tip as preferred.
How is a tip different than the service fee?
The service fee is not a tip and does not go directly to the shopper delivering your order. Unlike the service fee, if you choose to add a tip during online checkout, it will remain at a fixed dollar amount regardless of the final order total. For more information about the service fee, follow this link
After your delivery is complete, you can share your order rating to let us know how it went. You can give general feedback and report specific item issues.
Add a star-rating through the Receipt pop-up in your app, in your account, or via the emailed receipt statement. Clicking Rate order will take you to the rating page.
I added a rating after delivery, but I want to change it. Can I do that?
You won’t be able to adjust your rating once it has been submitted. If you would like to report order issues after submitting a rating, please contact Community Support for assistance.
We’re here to help! If you have an issue with your order items or delivery, let us know by following the Rate link in your delivery receipt.
For help accessing your delivery receipt, click here.
When rating your order, select 3 stars or fewer to report an issue. Indicate the problem and select submit. You will receive a followup from us as soon as possible.
I have an issue to report but I’ve already rated my order. What do I do?
If you’re already submitted an order rating, you can click here to contact Community Support regarding the issue. We’ll reply ASAP.
At this time, Shoppers cannot accept items for return.
If there is a problem with an item in your order, please click this link for help reporting the issue.
If you choose to make a return in-store, please note that in-store returns are subject to in-store policies. Some retailers may accept your digital Instacart receipt as proof of payment.