Below is some helpful information for shoppers to know about shopping at Tom Thumb.
Prepaid orders
These orders will have a “Prepaid” label on the offer card. However, unlike other Prepaid orders, these will require payment at checkout via a QR code, and there is no audit process.
When shoppers get to checkout, the app will prompt them to have the cashier scan the QR code for payment or use the handheld scanner at self-checkout. The QR code will also automatically apply tax exemption and loyalty rewards. If the QR code does not load or fails, shoppers will be prompted to use their virtual or physical Shipt card to pay for the order.
Shoppers will then be prompted to take a photo of the in-store receipt, and should not pass this along to the customer. Customers will receive a digital copy of their receipt as soon as the order is marked as delivered.
The app will walk you step-by-step through the process, but if you have any questions or issues, contact Shipt Support for assistance.
Do shoppers ask for tax exemption at checkout?
No, Tom Thumb orders are not tax-exempt.
What items are prohibited?
Shoppers cannot deliver alcohol, tobacco, prescription/behind-the-counter medication, or gift cards from Tom Thumb. Click here to view the full list of prohibited items for all Shipt orders.
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.
Can shoppers use a rewards card at checkout?
Yes. Shoppers can enter the loyalty number displayed in the app at the register when checking out. This will either be the member's personal loyalty number or Shipt's loyalty number, 333-333-3333.
Be aware that Tom Thumb prohibits shoppers from using their personal loyalty number at checkout and may monitor usage. If the retailer notices that a shopper has used their personal loyalty number and not Shipt's, any accumulated points from Shipt orders may be removed, and the shopper may no longer have the ability to accrue personal points in the future.
Can shoppers use self-checkout at Tom Thumb?
Yes, shoppers can use any lane to checkout.
Can items be returned?
Yes, all items, except for perishables, can be returned to the store where they were originally purchased.*
*Note: Tom Thumb has the right to accept or refuse returns for any items.
To complete a return for a Tom Thumb 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 if a member has an issue with their order from Tom Thumb?
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!