What Instacart is and how it differs from other delivery services
Instacart is a grocery delivery service where independent shoppers buy items from stores near you and deliver them to your door. Unlike some food delivery apps that pick up prepared meals from restaurants, Instacart connects you to actual grocery stores — supermarkets, specialty shops, and local markets — and has workers shop the aisles for you.
The service operates in most U.S. states and some Canadian provinces. You place an order through the Instacart app or website, select which store you want items from, and a shopper (called an Instacart shopper) picks the items, checks out, and brings them to you. The shopper can text you photos of items if they're out of stock and ask which substitution you'd prefer, or they can refund that item.
Instacart makes money from markups on items, delivery fees, and optional membership fees. Shoppers are independent contractors, not Instacart employees, and set their own schedules.
Key Takeaways
- Instacart shoppers buy from real grocery stores and deliver the items to you, so you get actual supermarket products rather than restaurant meals.
- You pay a delivery fee per order, a service fee based on your order total, and sometimes a small markup on individual items — costs vary by location and time of day.
- Instacart+ is an optional membership that waives delivery fees on orders over a certain amount, usually $35 to $100 depending on your area.
- Shoppers are independent contractors who communicate with you during shopping and can show you photos of items or suggest substitutions if something is out of stock.
- Delivery times range from same-day (often one to two hours) to scheduled for a future date, depending on demand and which store you choose.
How to place an order and what happens next
read the Instacart app or go to instacart.com, enter your address, and browse available stores in your area. Each store shows its own inventory and delivery time window. Select a store, add items to your cart, and proceed to checkout.
At checkout, you'll see the delivery fee, service fee (a percentage of your order), and any item markups. You can choose a delivery window — same-day (usually one to three hours) or a scheduled time up to several days out. Enter your payment method and delivery address, then submit your order.
Once you order, Instacart assigns a shopper. That shopper will begin shopping and can message you if items are out of stock. You can respond with a replacement preference or ask them to remove the item. When the shopper finishes, they drive to your address and leave the groceries at your door, in a designated spot, or hand them to you — you choose during checkout.
Understanding Instacart fees and when they change
Every Instacart order includes three types of charges: a delivery fee, a service fee, and sometimes item markups. The delivery fee is a flat amount per order, typically $2 to $10 depending on your location and how busy Instacart is at that moment. During peak hours (lunch, dinner, weekends), delivery fees often rise.
The service fee is a percentage of your subtotal, usually 5% to 10%, and covers the cost of the shopper's labor and Instacart's platform. Some stores charge higher service fees than others. Item markups are small increases on individual products — a bottle of milk might cost $0.50 more than it does in the store — and not all items have markups.
You can see all fees before you complete checkout. If the total is higher than expected, you can remove items or choose a different store. Instacart does not charge fees on alcohol orders in some states, but does in others; the app will show you the total before you pay.
Instacart+ membership: whether it makes sense for you
Instacart+ is an optional paid membership that removes delivery fees on orders above a minimum amount. The membership costs around $10 per month (or $100 per year), though the exact price and minimum order amount vary by location. In some areas, the minimum is $35; in others, it's $100.
The math is straightforward: if you order from Instacart more than once or twice a month, and your orders usually exceed the minimum, the membership pays for itself in waived delivery fees. If you order rarely or your orders are small, you'll save money by paying per order instead.
Instacart+ also includes other perks that vary by location, such as reduced service fees on certain orders or priority shopper assignment. Check the membership details in your area before you buy, because the benefits are not the same everywhere.
What to expect from shopper quality and communication
Instacart shoppers are independent contractors who work on their own schedule. This means quality varies — some shoppers are meticulous about finding exact items and substitutions; others move quickly but may miss details. After each delivery, you rate the shopper on a five-star scale and can leave comments.
During shopping, the shopper can message you through the app. They'll send photos of items if they're out of stock and ask which replacement you want, or they'll ask clarifying questions if your order is unclear (for example, if you ordered "bread" without specifying a type). You can respond in real time, and most shoppers check messages frequently.
If a shopper delivers items that are damaged, expired, or wrong, you can report it in the app within a set time window (usually 30 days). Instacart will refund you or send a replacement. Repeated problems with a particular shopper can be reported, though Instacart does not publicly remove shoppers based on single complaints.
Comparing Instacart to other grocery delivery options
Instacart is not the only grocery delivery service. Amazon Fresh, Walmart+, and some regional grocery chains offer their own delivery apps. The main differences are which stores they partner with, delivery speed, and pricing structure.
Amazon Fresh delivers from Amazon-owned stores and some partner groceries, and requires an Amazon Prime membership for discounts. Walmart+ includes Walmart grocery delivery and costs about $13 per month. Local grocery chains like Kroger, Safeway, and Whole Foods run their own delivery services, often with lower fees if you order directly from them rather than through a third-party app.
Instacart's advantage is that it works with many different stores in most areas, so you can choose which one to order from based on price, selection, or delivery time. Its disadvantage is that fees add up quickly on small orders, and you're dependent on shopper quality. If one store in your area offers its own delivery app, comparing the total cost (including all fees) between that app and Instacart often shows a significant difference.
Common issues and how to resolve them
The most common problems are items arriving late, items being out of stock with no good substitution offered, and items arriving damaged. For late deliveries, check the app — Instacart shows real-time tracking once the shopper is en route. If the delivery is significantly late (more than 30 minutes past the window), you can contact Instacart support through the app and request a partial refund.
For out-of-stock items, the shopper should message you before checkout. If they don't, and you receive a refund instead of the item, you can dispute it in the app. For damaged items, take a photo and report it within 30 days through the app's "Report a Problem" section. Instacart will refund the item or send a replacement.
If you have a problem that the app doesn't resolve, you can contact Instacart customer service through the app's help section. Response times vary, but most issues are resolved within a few business days. Instacart does not have a phone number for customer service; all support goes through the app or website.
Frequently Asked Questions
Can I tip the shopper, and how much should I tip?
Yes, you can tip through the app at checkout or after delivery. Tips are optional and go directly to the shopper. Most people tip 5% to 20% of the order total, similar to restaurant delivery. You can adjust your tip up to three days after delivery if the service was exceptional or poor.
What if I'm not home when the shopper arrives?
You can leave delivery instructions during checkout — for example, "leave at front door" or "ring doorbell twice." The shopper will follow those instructions and take a photo as proof of delivery. If you want to hand items to the shopper in person, you can note that in the instructions, but the shopper is not required to wait.
Does Instacart deliver alcohol, and are there age restrictions?
Instacart delivers beer, wine, and spirits in most states, but laws vary by location. When you order alcohol, the shopper will ask for ID at delivery, and you must be at least 21 years old. Some states restrict which types of alcohol can be delivered or which stores can sell it through Instacart.
Can I schedule a delivery for a specific time, or is it always a time window?
Instacart offers both. You can choose same-day delivery (a two- to three-hour window) or schedule an order for a future date and time. The available windows depend on demand and which store you're ordering from. During busy times, same-day windows may fill up and you'll need to schedule for later.
What happens if the store is out of multiple items on my order?
The shopper will message you about each out-of-stock item and ask if you want a replacement or a refund. If you don't respond, the shopper will refund the item by default. You'll see the refund in your account after delivery, and your total charge will be lower than your original order.