• Ordering
  • How are my refrigerated and frozen foods stored before delivery?
  • How do I add or update a note on an order?
  • Do shoppers consider expiration dates on my groceries?
  • How do I add notes to my items?
  • What if an item I want is not available on your site?
  • What items are you unable to deliver?
  • How are out of stock items handled?
  • How do replacements work?
  • How do I place an order if the time I want is not available?
  • How can I change the items on my order?
  • How are my refrigerated and frozen foods stored before delivery?

    If your order is shopped and delivered by different people, the groceries are kept in refrigerators and freezers (as appropriate) in the retail store until the driver arrives.

     

  • How do I add or update a note on an order?

    You can add a note to your order to give your shopper or driver special instructions.

    Note: If your shopper is already working on your order, they may not see a note you add, so you may want to call Instacart Customer Happiness instead (888-246-7822). Also, make sure to check order notes any time you place an order to be sure they are accurate because they carry over from past orders.

    On a computer

    After your order has been placed:

    1. Go to www.instacart.com and make sure you’re logged in
    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 on the top right
    6. In the Address Notes section, enter your note and click Save

    On the iPhone or iPad app

    After your order has been placed:

    1. Touch the account icon at the top left (looks like a face in a circle)
    2. Touch Your orders
    3. Touch the the order you want to add or edit a note for
    4. Enter the note in the box below your delivery address
    5. Touch Save

    On the Android phone or tablet app

    1. Touch the list icon at the top left (it looks like three white horizontal lines)
    2. Touch Account
    3. Touch Addresses
    4. Touch the address you’d like to add the note to
    5. Touch Special Instructions
    6. Enter your note and touch SAVE at the top right

    If you need any further assistance, please feel free to contact us at 888-246-7822 or help@instacart.com.

  • Do shoppers consider expiration dates on my groceries?

    Our shoppers try to look for the freshest possible groceries when shopping for you. They are trained to choose products that expire in three or more days from the date your groceries are purchased where possible. If you want an even later expiration date, please add a note to the item on your order.

     

  • How do I add notes to my items?

    If you have a note you’d like to add to an item (for example, maybe you want to make a note on your bananas that you like them a little green), you can follow these steps.

    Important: The notes you enter for items will carry over for future orders, so please be sure to review notes for items on new orders to make sure they’re still relevant.

    On your computer

    For an order you haven’t placed yet there are two places to enter item notes (both have the same result):

    In your shopping cart

    1. Look at the items in your shopping cart
    2. Hover over an item that you want to add a note to
    3. The add note option will appear
    4. Click add note
    5. Enter your note and click Save

    On the order review page

    1. When you’re ready to place your order, click Checkout at the bottom of the shopping cart
    2. Choose your address, enter any order instructions, choose delivery time and click Next
    3. Choose payment information and click Next
    4. For each item you can click Add Note, enter your note and press Enter on your keyboard

    To add a note to an item on an order you already placed:

    1. Go to the website and make sure you’re logged in
    2. At the top right, click Account
    3. Click Your Orders
    4. Click on the order that you want to add notes to
    5. For each item you can click Add Note, enter your note and press Enter on your keyboard


    If you need any further assistance, please feel free to contact us at 888-246-7822 or help@instacart.com

  • What if an item I want is not available on your site?

    If you're looking for an item that is not in our inventory, you can create a special request.

    On a computer

    1. Go to delivery.wholefoodsmarket.com and make sure you are logged in
    2. In the search bar at the top of the page, search for what you’re looking for
    3. If you don’t see it in the results, try searching by only one keyword (for example, search for “watermelon” instead of “watermelon slices”)
    4. If you still don’t see the item you want, scroll down to the bottom of the page
    5. Click Add a special request
    6. Enter the description of the item and select a quantity (and add a photo if you like)
    7. Click Add to Cart

    When your personal shopper is at the store, they'll do their best to pick this item up for you. Also, we keep track of special requests, so we can keep adding your favorite products to our inventory.

    We are unable to deliver special requests for alcohol at this time. Please see the complete list of items we are unable to deliver here.

    If you're ever uncertain, feel free to contact the Customer Happiness team at help@instacart.com.

  • What items are you unable to deliver?

    We can deliver any of the items you find in our online inventory. If you don’t see an item there, you can make a special request, but please keep in mind that there are some items we are not able to deliver. The items are:

    • Pre-ordered items
      • Catering platters
      • Personalized birthday cakes
      • Other similar items
    • Any made-to-order or custom prepared items, such as deli sandwiches or hamburgers
    • Gift cards
    • Live animals (this includes feeder animals for feeding pets)
    • Appliances
    • Electronics and electronic peripherals
      • Tablets
      • Computers
      • Stereos
      • Speakers
      • Computer software
      • Other similar items
    • Furniture
    • Non-alcoholic age-restricted products
      • Tobacco
      • Over the counter items containing nicotine
      • Items containing pseudoephedrine, ephedrine, and phenylpropanolamine
    • Alcohol items that are not listed in our catalog (it must be listed on our website or we can’t deliver it)
    • Holiday trees
    • Postage stamps
    • Currency
    • Photos
    • Prescription drugs

     

    Note: These terms are subject to change without notice.

     

  • How are out of stock items handled?

    At times an item you order will be out of stock at the grocery store. If this happens, your shopper will contact you before they check out to see if you want a replacement or not. If you don’t get a replacement you will be refunded for the out of stock item.

  • How do replacements work?

    When something is out of stock at the store, we do our best to replace it with something similar.

    During checkout, you can choose specific replacements for any item, or ask for no replacement of an item. If you allow it, your shopper will call from the store to confirm replacement items. If you do not respond to your shopper, they will continue to pick a replacement as requested (unless you asked for no replacement).

    Please be aware that you will be refunded or charged for the difference of replacement items.

  • How do I place an order if the time I want is not available?

    If you don’t see the delivery times available that you need, feel free to schedule your orders ahead of time as we accept orders up to 6 days in advance. In the meantime, we are working hard to bring more shoppers onto our team so that we can increase the capacity for orders.

    If you're continuously having problems seeing availability, please email us at help@instacart.com.

  • How can I change the items on my order?

    You can change the items on your order using these steps.

    Important: If a shopper is already working on your order, you will need to go to the steps at the end of this article 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, go here.

    To change the quantity of an item:

    1. Go to delivery.wholefoodsmarket.com and make sure you’re logged in
    2. At the top right, click Account
    3. Click Your Orders
    4. Locate the item you want to adjust the quantity on
    5. On this item, click the number and adjust as you like 

    To remove an item:

    1. Go to delivery.wholefoodsmarket.com and make sure you’re logged in
    2. At the top right, click Account
    3. Click Your Orders
    4. Locate the item you want to adjust the quantity on
    5. On this item, click the number and adjust to zero

    If a shopper is already working on your order follow these steps:

    You must chat with your shopper:

    1. Go to delivery.wholefoodsmarket.com on a computer
    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!”

    If you need any further assistance, please feel free to contact us at 888-246-7822 or help@instacart.com.