Delivering from Donelan's

Below is some helpful information for shoppers to know about delivering from Donelan’s.

When should shoppers arrive?

Shoppers should arrive at the store 15 minutes before the delivery window begins—this will ensure shoppers have time to pack appropriate items into cooler bags and get to the customer’s delivery address on time. To determine the amount of time required for pickup and delivery, shoppers should check the drive time to and from the store.

How do shoppers pick up orders from Donelan’s?

Shoppers should park in one of the designated parking spaces and tap Arrived at store in the app. 

Shoppers will then need to call the phone number provided and tell the associate the order number for the order being picked up.

Once shoppers have received the order from the store associate, they can tap Mark as picked up in the app prior to leaving the store.

Do shoppers need to load the groceries into their car?

No. A store associate will load the groceries into the shopper’s vehicle. However, shoppers should consider placing any cold or frozen items in a cooler or insulated grocery bag.

What should shoppers do with the receipt?

Receipts for Delivery Only orders should be passed on to the customer since they are ordering directly from the retailer and not through Shipt. Shoppers may place the receipt in one of the bags if it is handed to them at pickup.

What do shoppers do if the customer isn't home?

If the customer appears to not be home at the time of delivery but is okay with the order being left at their door, there will be a note on the Order Details screen that says "OK to leave in a safe place" that will inform the shopper that it is okay to leave the order in a safe place at the delivery location, such as behind a plant beside the front door. In this situation, a best practice would be for the shopper to take a picture of the order in the safe place where they are leaving it and send it to the customer.

If the customer appears to not be home at the time of the delivery and there is not a note on the Order Details screen stating that it is okay to leave the order at the delivery location, the shopper may call the customer to see if they can get in touch with them. If the customer is still unreachable after 10 minutes, the shopper should contact Shipt Support at 205-502-2500 and then return the order to the store. When returning an order to the store, it is recommended to get the name of the store associate you return the order to in case there are any questions about that order later on.   

What should shoppers do if a customer has a problem with their order?

Shipt Shoppers are responsible for maintaining item quality during transportation for Donelan’s.

Shoppers may politely direct the customer to contact Donelan’s if faced with questions about the following:

  • Item selection
  • Add on items 
  • Substitutions 
  • Wrong or missing items
  • Order bagging

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