About Instacart

Q. What is Instacart?

A. Instacart is a service that delivers groceries from Aldi to your door.

Q. Who will shop for and deliver the Instacart order?

A. Instacart Personal Shoppers receive Instacart orders on their mobiles devices. They will deliver the order to the customer's home/business after they finish shopping the order.

Q. Why is Aldi using Instacart?

A. To offer our customers an online, same-day delivery option, which will help drive sales for Aldi; to generate greater awareness for the Aldi brand, attracting new customers; and to provide our customers more ways to shop at Aldi across all channels, thereby improving our customer experience.

Q. Which stores are included?

A. Aldi plans to expand the partnership rollout to all divisions by the end of 2018. To see whether your area is included, go to Instacart.com and enter your delivery zip code.

Q. What is the process to place an order from Aldi on Instacart?

A. Customers will visit Instacart.com and enter their delivery zip code. They will then either log in with their email address and password or create one if they are a first time Instacart user.

At checkout, customers can select a delivery time. Customers may place orders up to seven days in advance, though most customers choose to have their order delivered on the same day or the next day.

Q. How fast does Instacart deliver?

A. Instacart can deliver in as little as one hour. A customer can also schedule for a later date up to seven days in advance.

Q. What are the Instacart delivery hours?

A. Instacart delivers beginning an hour after a retailer opens until an hour after close. Specific to Aldi, Instacart's shopping hours are restricted to Aldi store open hours. On holidays, Instacart's delivery hours are subject to special store holiday hours.

Q. What Aldi assortment will be available on the Instacart site?

A. The assortment on Instacart will be similar to what is available in-store with the exception of few categories. (i.e. ALDI Finds, alcohol, and gift cards are not available on Instacart)

Q. What steps can the Instacart Personal Shopper take when an item is out of stock in the store?

A. During checkout on the Instacart site, customers select replacement items in case the items they have ordered are out of stock. The Personal Shopper can also suggest a replacement to the customer based on similar items available in-store.

Q. Will the prices on Instacart be the same as in-store?

A. Item prices may vary from in-store prices in your area. Prices may be higher than in-store prices to cover the cost of personal shopping.

Q. What happens if customers are not at home for their Instacart delivery?

A. Customers receive a text message when the Personal Shopper is on the way, alerting as to the estimated time of arrival. If the customer is not there to receive the delivery, the Instacart Personal Shopper will try to contact the customer. Instacart Personal Shoppers will wait for the customer, reschedule the delivery, or cancel the order if no other solution is attainable.

Q. How are customer service issues resolved by Instacart and how do customers return products that they ordered through Instacart?

A. After each order is delivered, customers are prompted to leave feedback using a star rating and a free form comment field. Instacart's Customer Happiness team reviews the feedback and reaches out to customers for follow up. Additionally, customers can also reach out to help@instacart.com or call 1-888-246-7822 to report order issues. Customers also have the option to use Instacart's self-service customer tool to help correct the most common concerns.

Returns. If for any reason, you are not 100% satisfied with any product, we will offer a Double Guarantee where we will gladly replace the product AND refund your money. To receive the Double Guarantee, the product packaging and any unused product must be returned to your local ALDI Store Manager along with your digital or printed receipt.

Q. Can customers make a change to their Instacart order?

A. If the Instacart Personal Shopper has not started fulfilling the order, customers can add to, modify or cancel the order. Customers can find these options on the Order Status page on the Instacart site.

Q. What if customers want to cancel their Instacart order?

A. Customers can cancel their Instacart order for a full refund up until the Instacart Personal Shopper has started shopping for the order.

Q. What if customers have to reschedule or cancel their Instacart order after it is already on the way to their home?

A. If customers must cancel their Instacart order during the shopping or delivery process, the customer will be issued a refund and may be subject to a $15 cancellation fee.

Q. When will customers receive their refund for a cancelled Instacart order?

A. Refunds may take up to seven business days to process. In some cases, the customer's bank may adjust the original charge amount instead of displaying a separate refund.

Q. How do customers review their Instacart receipt?

A. Customers may review their receipts one of two ways:

After delivery via text or email. Once the order has been delivered, customers will receive an email and text notification with a link to their receipt, where they can rate the order, tip the Instacart Personal Shopper and leave feedback.

Review receipts from their account. When logged into their Instacart account, customers can hover over their name in the upper right hand corner and a menu will appear. Customers can select Order History, then choose a basket from past orders on the left. Here, customers can also see the option to view their receipt.