After the items in your order have been picked and packed, a personal shopper will start the delivery process. In some cases, the person who shops your order may not be the one who delivers it.
To make sure you get your delivery as scheduled, we recommend—
- Turning on notifications for the Instacart app
- Keeping an eye out for text messages and phone calls from the delivery driver
- Leaving helpful instructions for parking, gate codes, or other clues to find your home.
Driver can’t find your location
If the delivery driver can’t find your location, they’ll try to get in touch with you via text message or phone call before taking further action. Unless you specifically request for them to do so, drivers are unable to leave an order unattended. Orders containing alcohol can never be left unattended*.
When a customer can’t be found or contacted for an extended period of time, the order may be cancelled.
Unavailable to receive delivery
In the case that you can’t be there to receive your delivery in person, we recommend first reaching out to a friend or neighbor to get it for you. Just let the driver know of the change by adding a note in the delivery instructions or sending them a message through the Instacart app or website.
Alternatively, you can ask the driver to leave the order unattended in a designated spot.
Please note: orders containing alcohol require the I.D. and signature of someone 21 or older and cannot be left unattended*
Wrong address on order
Place an order and realize too late that it’s headed to the wrong address? You’ll need to reach out to Instacart Customer Experience for assistance.
*Delivery of alcoholic beverages is not available at all retailers, markets, territories, provinces, or postal codes.
The only transaction needed to pay for your Instacart order and adjust the shopper's tip takes place in the Instacart app. External payments such as cash, checks, or third-party apps (Venmo, Zelle, etc.) are not necessary.
If you or your shopper experience issues paying for your order, please reach out for help through your Instacart app. All payments take place within the app, and you're not required to reimburse your shopper for any reason.