Delivering from H-E-B

Below is some helpful information for shoppers to know about delivering from H-E-B.


When should I 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 many orders can shoppers pick up from H-E-B?

H-E-B will only release two orders to shoppers at one time. Shoppers should refrain from claiming more than two orders during one delivery window from H-E-B to ensure that orders are able to be released and delivered on time.


How do I pick up orders from H-E-B?

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

Shoppers will then need to call the phone number provided and give 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 shoppers get to the customer’s house and no one is home, they should make an attempt to call the customer. If shoppers still don’t get a response, they should leave the card provided by H-E-B that notifies the customer that delivery was attempted with instructions to call the store to make arrangements for a rescheduled order, and then return the entire 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 the customer has a problem with their order?

Shipt Shoppers are responsible for maintaining item quality during transportation for H-E-B.

Shoppers may politely direct the customer to contact H-E-B if faced with questions about the following:

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

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