Below is some helpful information for shoppers to know about delivering from Sur La Table

When should shoppers arrive?

Shoppers should arrive at the store 15 minutes before the delivery window begins—this will ensure shoppers have time to 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 Sur La Table?

Shoppers should park in the parking lot and tap Arrived at store in the app. 

Shoppers will go inside to the registers and let the store associate know they are picking up an order for Shipt delivery. Shoppers should provide the order number and customer’s name for the store associate.

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

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 or boxes 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 the customer is still unresponsive after 10 minutes, shoppers should call Shipt Support and return the order to the registers at 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?

Shoppers are responsible for maintaining item integrity during transportation for Sur La Table.

Shoppers may politely direct the customer to contact Sur La Table if faced with questions about the following:

• Item selection

• Add on items 

• Substitutions 

• Wrong or missing items

• Order bagging