Below is some helpful information for shoppers to know about delivering from Tom Thumb.
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. If an order does not have an "Early Ok" label, please do not arrive earlier than 15 minutes before the delivery window as the store may not have the order ready. 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 Tom Thumb?
Shoppers should park in the parking lot, go inside to the customer service desk, and tap Arrived at store in the app.
Shoppers will let the store associate know that they are picking up an order for Shipt delivery. Shoppers will provide the order number, customer’s name, and show the order in the app to the store associate if needed.
*Note: Orders containing alcohol will be indicated by an orange sticker placed on the tote. Shoppers will be required to sign their name to a regulated items form for these orders upon pickup.
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.
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 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.
If the order includes alcohol, the customer must be over 21 and have a valid ID to scan. If no one is home or if the member is not 21 or doesn’t have a valid ID, shoppers should call Shipt Support and return the order to the store. Click here to learn more about alcohol delivery.
What should shoppers do if a customer has a problem with their order?
Shoppers are responsible for maintaining item quality during transportation for Tom Thumb.
Shoppers may politely direct the customer to contact Tom Thumb if faced with questions about the following:
- Item selection
- Add on items
- Substitutions
- Wrong or missing items
- Order bagging