Ensuring on-time deliveries is an important part of creating a positive experience for the customer, and Shipt strives for all shoppers to maintain an on-time percentage of 90% or higher.

Below are some tips from top shoppers to help you deliver on time:

• Review your order before arriving at the store to help give you an idea of what to expect while shopping. 
• Utilize the time estimates from the Order Details screen to see estimations for how long it may take you to shop and deliver the order.
• Consider planning your route before beginning an order. 
  • Use a GPS app such as Google Maps will help you plan the amount of time it should take to make the delivery.
• Arrive at the store early to give you plenty of time to shop without feeling rushed. This is also helpful when you claim large or more complex orders.
• Continue to shop while you are waiting for responses to substitution messages. 
• Be sure to mark an order as delivered before leaving the order's delivery location to ensure you get credit for your on-time delivery.

Using Time Estimates to Plan Ahead

The amount of time it will take to shop and deliver is unique for each shopper and order. Time estimations are provided in-app for shoppers to utilize. These time estimates are tools to assist shoppers in organizing their schedule for success and are calculated based on estimated time and effort (store size, estimated drive time from leading mapping services, time of day, holiday season, apartment complex vs. single family home, the likelihood and complexity of substitutions, etc).

• To view an order's estimated times, tap View Time Estimates from the Order Details screen. 
  • Shop Start: the estimated time you should arrive at the store in order to shop and deliver on time. Keep in mind, this does not account for drive time to the store before shopping.
  • Shopping Time: the estimated time you should expect to spend shopping and checking out in the store.
  • Delivery Time: the estimated time it may take you to deliver the order — this is based on drive time, but results may vary depending on traffic. 

What are my options if I am running late?

Below are steps you may take if you're running late for a current or upcoming order.

• Current Order:
  If you are going to be late delivering an order you're already shopping for, you may contact Shipt Support to inform them of the delay. To help minimize the impact on your Shopper rating, you may also consider letting the member know you are running late and provide your updated estimated time of arrival.
• Upcoming Order:
  If you know you will be late to start shopping for an upcoming order and unable to ensure on-time delivery, you may drop the order ahead of time to prevent a late delivery. To learn how to drop an order, click here.

Late Forgiveness

Shipt offers late forgiveness as a courtesy for shoppers, as we understand things can happen during an order that are outside of your control. For more information on late forgiveness, click here.