Below is some helpful information for shoppers to know about shopping at H-E-B.*
*Note: H-E-B managers request that shoppers with Shipt avoid loitering inside the store or in the parking lot unless they’re shopping for or picking up an order.
Do shoppers need to ask for tax exemption?
No, H-E-B orders are not tax-exempt.
Can shoppers use self-checkout at H-E-B?
Yes, shoppers can use any lane to check out.
Can shoppers sort H-E-B orders by aisle location?
Yes, shoppers can sort their Shopping List by aisle location at H-E-B. For more information, click here.
What items are prohibited?
Shoppers cannot deliver alcohol*, tobacco, prescription/behind the counter medication, or gift cards from H-E-B. Click here to view the full list of prohibited items for all Shipt orders.
Note: Alcohol delivery is available in select metros through H-E-B Delivery Only. To check to see if alcohol delivery is available in your area, click here.
If any of these items are on an order, shoppers can kindly let the member know that those items are not eligible for delivery with Shipt. If the member requests more information, shoppers may politely recommend that they reach out to Shipt Support for further details.
Should shoppers use a rewards card at checkout at H-E-B?
No, Shipt does not have a loyalty program through H-E-B.
Will shoppers need to bag items at checkout?
Yes. Shoppers will be responsible for bagging items at checkout. Tips on bagging can be found here!
Note: When shopping at H-E-B in Austin, shoppers will also have to purchase grocery bags. The cost of the bags will be included in the total amount due at checkout, and the Shipt card will be funded to cover the cost of all bags purchased.
Can items be returned?
Yes, all items, except for perishables, can be returned to the store where they were originally purchased.
Note: H-E-B has the right to accept or refuse returns for any items.
To complete a return for an H-E-B order:
- Present the original receipt and your Shipt card at Customer Support.
- Write the order number on the receipt and take a picture of it after the store attendant has completed the return
- Email the picture to support@shipt.com
What should shoppers do if a member has an issue with their order from H-E-B?
Politely apologize to the member and suggest that they contact Shipt Support via live chat, support@shipt.com, or (205) 502-2500 to get assistance with the issue — the support team will be happy to help!
If a shopper is employed by H-E-B, can they shop at the store where they work?
No. H-E-B employees who are also shoppers with Shipt can shop at any store other than the one which employs them.