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Instacart FAQ: what new users ask most

By FastBuySale Newsroom · 9 Nov 2026 · 26m ago

About this FAQ

Instacart is one of the most widely used grocery delivery and pickup services in the US. Most first-time users have the same handful of questions about how it works, what it costs and what happens when something goes wrong. This FAQ answers them in plain English, using Instacart's help center where it gives specific rules. Policies can differ by retailer and location and can change, so check the app for the current details.

How does an Instacart order work?

You choose a participating store, add items to your cart, select delivery or pickup and a time window, and pay. A shopper accepts the order, shops the items in store, messages you about replacements if needed and delivers the order or prepares it for pickup. You can follow progress in the app.

Which stores can I order from?

It depends on your address. Instacart works with national grocery chains, regional supermarkets, warehouse clubs, pharmacies, pet stores and some speciality shops. Enter your ZIP code to see the stores available to you.

Why are prices different from the store?

Retailers set the prices shown on Instacart. Some keep them the same as in store; others charge more on some items. Each store page usually explains its pricing policy. If price matters most, compare a few staple items with the store's own website or a recent receipt.

What fees will I pay?

Typical charges are a delivery fee, which varies with the order size, time slot and store, and a service fee, which supports the platform. Some orders include extra charges such as heavy item fees, bag fees in areas that require them or priority delivery fees. Every fee is shown on the checkout screen before you place the order.

Is Instacart+ worth it?

Instacart's paid membership can remove delivery fees on orders above a minimum value and may reduce service fees. Whether it pays off depends on how often you order. If you order once or twice a month, paying individual fees may cost less; weekly orders often favour membership. Divide the yearly fee by the number of orders you expect to make.

How does tipping work?

Tips are optional but strongly encouraged. Instacart says 100% of your tip goes to the shopper or shoppers who fulfil your order, and if two shoppers work on one order the tip is split evenly. The app suggests a default tip, which you can change at checkout. The tip calculator on this site can help work out percentages.

Can I change my tip later?

Yes. You can increase the tip up to 14 days after delivery or reduce it up to 2 hours after delivery. You cannot change it while the order is in progress. This means tips can be lowered only for a short time after delivery, so check your order soon after it arrives.

What happens if an item is out of stock?

The shopper follows your replacement preferences. You can choose a specific replacement, let the shopper pick the best match, or ask for a refund rather than a replacement. During shopping, the shopper may message you to approve or reject a substitute. Setting preferences for important items avoids unwanted swaps.

How do refunds work?

If an item is missing, damaged, incorrect or of poor quality, report it through your order history. Instacart typically offers a refund to your payment method or a credit for eligible issues. Report problems promptly after delivery. If an item was replaced with something cheaper, the price difference is normally adjusted automatically.

Why was my card charged a different amount?

Instacart may place a temporary authorisation on your card when you order, often slightly above the order total, to allow for items sold by weight and possible replacements. The final charge reflects what was actually delivered. The temporary hold drops off according to your bank's timing.

Can I order alcohol?

Where local law and the retailer allow it, yes. The person receiving the order must be at least 21 and show valid government-issued ID. If no eligible adult is present, the shopper cannot leave the alcohol and it may be returned to the store, possibly with a fee.

Can I use SNAP EBT?

Many participating retailers accept SNAP EBT on Instacart for eligible grocery items. EBT generally cannot be used for delivery fees, service fees or tips, so you need another payment method for those. Eligible items are marked in the app.

How do delivery windows work?

You choose a delivery window when you check out, or a faster priority option where available. Shoppers aim to arrive within the window. If you will not be home, add clear instructions about where to leave the order and whether a shopper can ring the bell. Perishable items should not be left out for long.

Is pickup cheaper?

Often. With pickup, you do not pay a delivery fee and tipping may not be expected, although some stores charge a pickup fee or higher item prices. You choose a pickup time, arrive at the store and follow the app's instructions to collect your order.

Can I change or cancel my order?

You can usually add or remove items until the shopper starts shopping, and you may be able to add items during shopping through chat. Cancelling before shopping starts is normally simple; once shopping is under way, cancelling may not be possible or may incur fees.

Worked example: total cost of a first order

Ana places a first order of $80 of groceries. At checkout she sees a delivery fee of $5.99 and a service fee of about $4, and she adds a 15% tip of $12. Her total is about $102 before tax, compared with roughly $80 in store if prices match. She tries pickup the following week, avoiding the delivery fee and choosing a smaller tip, and decides to use delivery only when she cannot get to the store. These figures are illustrations; the checkout screen shows the real charges.

Is my payment information safe?

Payment details are processed by Instacart's payment systems; you do not pay the shopper directly. Do not share passwords or card details with anyone claiming to be a shopper by phone or text. Report suspicious messages through the help center.

How do I contact support?

Use the help section of the app or website for order issues, refunds and account questions. For problems during an active order, chatting with the shopper is often the fastest route.

Can I schedule orders in advance?

Yes. You can usually choose a delivery window several days ahead, which helps if you want groceries to arrive after work or before a weekend. Scheduled windows are often cheaper than priority or immediate delivery. Some stores also offer recurring orders or quick reordering from your previous carts.

Can I order for someone else?

You can enter a different delivery address, such as a parent's home, and add their phone number and instructions. If the order contains alcohol, the person receiving it must be 21 or older and show valid ID. Make sure the recipient knows an order is coming, especially for perishable items.

What if the shopper cannot find my address?

Shoppers use the address and instructions you entered, and they may call or message you through the app. Adding gate codes, building numbers and landmarks in the instructions field reduces problems. If an order cannot be delivered, it may be returned to the store and you may be charged some fees, depending on the circumstances.

How do weighted items work?

Produce, deli meat and some other items are priced by weight. The app shows an estimated price, and the final charge reflects the actual weight the shopper picks. This is one reason the final total may differ slightly from the estimate at checkout.

Does Instacart deliver everywhere?

Coverage is broad in cities and suburbs but more limited in rural areas, where fewer stores and shoppers are available. Enter your address to see which stores and time windows are offered. If coverage is limited, pickup may still be possible.

Can I leave a review for my shopper?

After delivery, you can rate your order and leave feedback. Ratings help Instacart monitor quality and can affect shoppers' access to orders, so try to separate issues the shopper controlled from those the store caused, such as an item being out of stock.

Tips for a smoother first order

- Check your address and phone number before checkout.

- Add notes for specific items, such as ripeness of bananas.

- Keep your phone handy during shopping to approve replacements.

- Check the order on arrival and report any problems quickly.

This FAQ is general information, is not affiliated with Instacart and is not financial advice.

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