How Pickup works

Instacart Pickup is another way to order from Instacart. Pickup allows customers to order online, set a pickup time, and collect their order at the store.

Placing a Pickup order

For certain areas Instacart serves, Pickup is an option customers may select before they start to shop. To place an order for Pickup, shop your order in the Instacart app and, when checking out, select a time to come to the store to collect it. When your order is ready for pickup, Instacart sends an SMS or in-app push notification to your phone along with directions for how to retrieve your order. Any item available for delivery is also available for Pickup.

Occasionally, your order will be ready to pick up early. In these cases, we’ll notify you—just in case you’d like to pick it up before the original order time. Don’t worry, though; we keep all your items in temperature-controlled storage until you arrive.

Learn more about how sharing your location while using the Instagram app can help shoppers time having your order ready.

Pickup pricing varies by store. Be sure to check over itemized prices when checking out to learn specifics with the store you shop. You can view this on the far right-hand corner under the "Pickup" text.

Instacart Express customers with orders $35 and over always get free Pickup.

Picking up

Depending on the store, you may pick up your order inside or wait while we bring it out to your car. Most stores have dedicated parking spots for you to wait in while we bring your order out; we will always share store-specific instructions for your order before you arrive.

For orders containing alcohol, bring a valid form of ID. We recommend downloading the Instacart app onto your phone, so you can stay up-to-date with notifications about your order. We also encourage customers to share their phone’s location with Instacart, so that we’re ready for you as soon as your arrive at the store.

No need to stress if you run late. As long as your arrive before the end of the latest Pickup window, your order will still be ready to go. (Please note that the last Pickup window may end before the store’s official closing time. If you are unable to pick up your order until the next day, it is automatically cancelled and you’re refunded, but charged with a $15 fee.)

 

Locker Pickup

Cub Foods stores in your region now offer a new, more convenient option for shopping with Instacart. You will now get your Instacart Pickup orders in climate-controlled lockers, located outside the front entrance of specific Cub stores.

Here’s how it works—

  1. Shop and checkout on the Instacart app, selecting a time window during which your order will be available for pick up. Your order will stay in the locker until the store closes
  2. Arrive at the store, find the outdoor lockers at the front entrance, and open your app to find a special PIN in the dashboard
  3. Tap the screen in the center of the lockers and input your special PIN
  4. LED lights illuminate next to the locker(s) containing your order. Pull open the locker doors to access. If you accidentally close a locker door before you finish collecting your items, don’t worry. Your PIN works for an additional 15 minutes after you first open the locker(s)
  5. Collect your order and carry on living your life!

There are 3 types of Pickup lockers: freezer, refrigerator, and room temperature (for shelf-stable foods like cereal) so your cool and frozen items are kept at a safe temperature before you pick them up.

If your entire order won’t fit in available lockers, your app will note such and you can pick it up at a temperature-controlled storage area inside the store. Check your Instacart app (where you found your unique PIN) for additional directions. If you are unable to pick up your order before Cub closes for the night, your order will be returned inside the store and you will get a refund but charged a $15 fee.


How do I add an item to an order I already placed?

If a shopper is not working on your order follow the first set of steps below. If a shopper is already working on your order, you will need to chat with your shopper (if you’re not sure if a shopper is working on your order, you can find out by checking your order status here).

To add an item to your order:

If no one is assigned to your order yet:

  1. Add the item(s) to your shopping cart
  2. Click Add to Order in Progress at the bottom of the cart
  3. Follow prompts to finish adding item(s)

If a shopper is assigned to your order, you must chat with your shopper (this feature is available on a computer only):

  1. Go to shop.cub.com
  2. Click View status near the top of the page
  3. You’ll see a section in the upper right about your shopper
  4. Enter a message to your shopper in the box that says “Leave a message for your shopper here!” You can say something like “please add a bag of oranges!” or “I don’t want those grapes you picked - thanks!”

How do I report a problem with my order?

If you have a problem with an order, please let us know by following these steps.

On a computer:

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Your Orders
  4. Find the order you had a problem with and click Report a Problem
  5. Rate the order experience
  6. Indicate the problem and click Submit

How can I edit replacements in an order already placed?

You must be on a computer to do this:

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Your Orders
  4. Click on the order that you want to edit
  5. Under any item you’d like to edit replacements for, click Replacement Options
  6. Choose the best replacement option for you

If any of your items are out of stock, your shopper will confirm them with you to make sure you’re okay with the replacements. Your shopper will contact you based on the preference (text, call or not at all) you selected when you placed the order. You will also get a text message which allows you to approve replacements online without a call from your shopper.

How do I reschedule my order?

As long as your Shopper has not started working on your order, you can change the date and time up to 6 days in advance.

Please note that a $15 reschedule fee may be issued if your order has already been assigned to a shopper.

On a computer

  1. Login to shop.cub.com
  2. Click View status near the top of the page
  3. In the Order Info section at the upper right, click Edit
  4. Select the delivery time and date you want and click Save

What is your cancellation policy?

You can cancel your delivery for a full refund up until we start shopping for your order.

If you must cancel your order during the shopping or delivery process, your order total will be refunded and you may be charged a $15 fee.

If we can’t find or contact you when we are trying to deliver your order, we may cancel the order on your behalf. If this happens, you will be refunded for the order and charged a $15 fee.

How do I return items?

At this time we don’t accept item returns unless we made a mistake on your item. Please keep in mind that alcoholic items are a bit different, and we can’t accept returns on these in any situation. However, you are welcome to contact the retailer that your item was purchased at to see if you can process a return with them directly.

If there is an problem with an item in your order, please follow these steps (must be on a computer):

  1. Go to shop.cub.com and make sure you’re logged in
  2. At the top right, click Account
  3. Click Order History
  4. Find the order you had a problem with and click Report A Problem
  5. Under What issue can we help you with? click the problem you have
  6. Select and enter details about the issue as necessary and click Done with adding issues when you’re finished adding the problems you had
  7. Under How can we fix this for you, select an option and click Submit

Where can I see my receipt?

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Your Orders
  4. Click View order detail on the order you'd like to view the receipt for
  5. Click View Receipt at the top right

How do I check the status of my order?

Unless you've turned notifications off, you will receive notifications about the status of your order. You may also check your order’s status on your own.

On a computer for a current order:

  1. Login to shop.cub.com
  2. Click View status near the top of the page
  3. You’ll see the status of your order along the top of the page

You can also view the status of any order in Order History:

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Your Orders
  4. Click on the order that you want to see the status of
  5. You’ll see the status of your order along the top of the page

What if I'm not home to receive my order?

We're happy to leave your order with a doorman or front desk person or even at your front door. Please indicate that this is okay in your order notes when checking out, or add a note to your order that’s already in progress:

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Your Orders
  4. Click on the order that you want to add a note to
  5. Click Edit in the Order Info box at the top right
  6. Enter your note in the Order Instructions box and click Save

Keep in mind that we are not responsible for your order if you request to have it left at your door, or at any unattended area. Under no circumstances are we able to leave alcohol without checking the ID of the recipient.

What do I do if my delivery is running early and I'm not able to receive it?

We do our best to avoid your delivery arriving early because we know that you want to receive your in the time frame you selected. If your delivery arrives early for some reason your delivery driver will call and/or text you to alert you. If you do not want the order early, you can ask the driver to come back within your delivery window, or we can leave the order at your door. 

You may leave a note on your order if it’s okay for us to leave the groceries at your door or with a doorman. Here’s how to put a note on your order:

On a computer

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Your Orders
  4. Click on the order that you want to add a note to
  5. Click Edit in the Order Info box at the top right
  6. Enter your note in the Order Instructions box and click Save

What can I do if I believe there is an incorrect charge on my order?

If you believe that you were charged incorrectly for an item on your order, please follow these steps to get help:

  1. Login to shop.cub.com
  2. At the top right, click Account
  3. Click Order History
  4. Find the order you had a problem with and click Report A Problem
  5. Under What issue can we help you with? click the problem you have
  6. Select and enter details about the issue as necessary and click Done with adding issues when you’re finished adding the problems you had
  7. Under How can we fix this for you, select an option and click Submit