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Instacart rules and policies explained in plain English

By FastBuySale Newsroom · 9 Nov 2026 · 11m ago

What Instacart is

Instacart is a US grocery and retail delivery and pickup service. Customers place orders through the app or website from participating retailers, and shoppers pick, pack and deliver them, or prepare them for pickup. Because the service involves a customer, a retailer and a shopper, its rules cover how prices, fees, tips, replacements, refunds and deliveries work.

This explainer summarises Instacart's rules and policies in plain English, quoting the help center where specific limits are stated. It is not affiliated with Instacart. Policies change and can differ by retailer and location, so check the help center and the checkout screen for the current position.

Tipping: the rules that matter most

Tips are optional, and Instacart says 100 percent of your tip goes directly to the shopper or shoppers who shop and deliver your order. If two shoppers fulfil an order, the tip is split evenly between them.

Instacart suggests a default tip based on factors such as order attributes and your tip history, and it may suggest a default tip during bad weather. You can change the amount at checkout by selecting a preset amount or entering your own.

After delivery, you can change the tip within set time limits. According to the help center, you can increase your tip up to 14 days after delivery or reduce it up to 2 hours after delivery. You cannot modify the tip while the order is in progress.

Worked example: Maria places a 90 dollar grocery order and leaves a 15 percent tip of 13.50 dollars. The shopper finds every item, carries heavy bags up three flights of stairs in the rain and messages her about a better substitute. An hour after delivery, Maria increases the tip to 20 dollars. If an order went badly, she would need to lower a tip within two hours; after that, tips can only go up. The tip calculator linked on this page helps work out percentages.

Prices and fees

Retailers set the item prices shown on Instacart, and they may be higher than in-store prices for some items. Orders can include a delivery fee, which varies with the order and timing, a service fee and sometimes other charges such as bag fees or heavy order fees. Instacart's membership programme can reduce delivery fees on qualifying orders. Review the full breakdown on the checkout screen before you place an order, and compare with in-store prices if price is important to you.

Replacements and out-of-stock items

When 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 instead of a replacement. During shopping, the shopper may message you to approve replacements. Setting preferences for important items, such as baby formula or dietary products, avoids unwanted substitutions.

Missing, damaged or wrong items

If something is missing, damaged or incorrect, you report it through your order history in the app or on the website. Instacart typically offers a refund or credit for eligible issues. Report problems promptly; the help center sets out how and when you can report, and repeated or unusual claims may be reviewed.

Alcohol, ID and restricted items

Where alcohol delivery is available, the recipient must be at least 21 and show valid government-issued ID at delivery. Shoppers must check ID, and if no eligible adult is present, the alcohol cannot be left and may be returned. Some items, such as certain medicines or tobacco products, have additional rules or are unavailable depending on state law and retailer policy.

Paying with 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, which need another payment method. Eligible items are marked in the app.

Delivery and pickup windows

You can choose a delivery window or a priority option where available, or pick up your order at the store. If you will not be home, add clear delivery instructions. For perishable and frozen items, plan to be available to receive the order or choose a window when you will be home.

Changing or cancelling an order

You can usually edit an order, adding or removing items, until the shopper begins shopping, and some changes are possible during shopping through chat with the shopper. Cancelling before shopping starts is normally straightforward; once shopping is under way, cancellation may not be possible or fees may apply. Check the order screen for the options available at each stage.

Worked example: delivery or pickup?

Tom compares two ways of getting the same 60 dollar order. With delivery, the checkout shows a delivery fee, a service fee and a suggested tip, adding perhaps 12 to 18 dollars depending on the time slot and his membership status. With pickup, the delivery fee and tip may not apply, though a pickup fee or higher item prices can still apply at some retailers. For a weekly shop, that difference adds up over a year, so Tom uses pickup when he is passing the store and delivery when time is short. The figures here are illustrations; the checkout screen shows the actual charges for each option.

Common misunderstandings

"The service fee goes to the shopper." Tips go to shoppers; service fees are charged by the platform.

"I can lower a tip any time." Tips can only be reduced within two hours of delivery.

"Prices are always the same as in the store." Retailers set Instacart prices, which can be higher for some items.

"I cannot get help for a missing item after the shopper leaves." You can report issues through your order history after delivery.

Rules for full-service shoppers

Full-service shoppers, who shop and deliver orders, generally work as independent contractors using the shopper app. They accept batches of orders, see estimated earnings including any customer tips before accepting and must follow Instacart's policies on order accuracy, communication, food safety, ID checks for alcohol and customer privacy. Ratings and feedback from customers can affect shoppers' access to batches.

Because tips can be lowered within two hours of delivery, shoppers sometimes see a tip change shortly after an order. Clear communication about replacements and careful handling of fragile and cold items help reduce complaints.

Shoppers who are independent contractors are responsible for their own taxes, including self-employment tax on net earnings of 400 dollars or more, and should keep a mileage log for vehicle deductions. For 2026, payment platforms issue Form 1099-K above 20,000 dollars and 200 transactions, and businesses generally issue Form 1099-NEC at 2,000 dollars or more of non-employee compensation, but all income must be reported.

Safety and account security

Use only the official app or website. Instacart support will not ask for your password or one-time codes. Be cautious of messages offering free credit in exchange for login details, and of shoppers or customers asking to move payment outside the app. Review saved addresses and payment methods regularly.

Customer checklist

Replacements: preferences set for important items?

Prices and fees: checkout breakdown reviewed?

Tip: amount chosen; remember you can raise it for 14 days or lower it for 2 hours after delivery?

Delivery: instructions added; someone available for perishables or alcohol?

Problems: reported promptly through Your orders?

Security: using official app; never sharing codes?

Shopper checklist

Status: understand independent contractor obligations?

Accuracy: follow replacement preferences and message customers?

Compliance: check ID for alcohol; follow food safety rules?

Records: mileage, earnings and expenses logged for tax?

The bottom line

Instacart's rules are built around three parties. For customers, the key points are tips going fully to shoppers, clear time limits for changing tips, prices and fees shown at checkout, replacement preferences and reporting problems through order history. For shoppers, contractor status, accurate shopping and ID checks are central. Check Instacart's help center and your checkout screen for current details, as policies can change.

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