Delivering from Total Wine

Below is some helpful information for shoppers to know about delivering from Total Wine


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.


Picking up orders from Total Wine

Shoppers should park in the parking lot and tap Arrived at store in the app. Total Wine requests that shoppers do not park in the spaces reserved for curbside pickup.

Shoppers will go inside and look for the web order pickup desk near customer service at the front of the store. Shoppers can let the store associate know they are picking up an order for Shipt delivery, and provide the order number, customer’s name, and delivery address for the store associate.

Total Wine orders will be packaged with tamper-evident tape which should remain intact throughout the pickup and delivery process. 

When picking up a first-hour order, if shoppers arrive before the location has opened, they can manually slide open the first set of vestibule doors to enter and knock on interior windows/door to get staff assistance.

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.

When sending the On The Way text, Total Wine requests for shoppers to remove Shipt shopper from the pre-formatted text message. Shoppers can consider this message instead: 

    ” Hi ______, I’ve just picked up your order from Total Wine, and I’m on my way to deliver your order!”


Do shoppers need to load the order into their car?

Shoppers will receive the order from a Total Wine employee at the checkout area and load the order into their car. 

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 the customer is still unresponsive after 10 minutes, shoppers should call Shopper Support and return the order to the pick-up area 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?

Shipt Shoppers are responsible for maintaining item quality during transportation for Total Wine.

Shoppers may politely direct the customer to contact Total Wine if faced with questions about the following:

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

Since 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 have a valid ID, shoppers should call Shopper Support and return the order to the pick-up area at the store. Click here to learn more about alcohol delivery.

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