709 Building: We're working hard to improve your experience.

Dear Shipt community,

I want to start by simply saying thank you. Thank you for your trust and thank you for your patience during this unprecedented time. For those of you who have been Shipt customers for a while, the past few weeks might not have provided the Shipt experience you’re used to due to decreases in delivery availability. For those of you who are new to Shipt, we assure you – this is not business as usual.

The online grocery industry as a whole is facing an enormous increase in awareness and demand. In fact, over the last 8 weeks, we’ve seen increases in demand that we didn’t anticipate for a number of years.

At Shipt, we pride ourselves on our ability to adapt and move quickly. In this time when so many of you need us, we’re doing just that. Our team has been working around the clock to ensure the best experience possible for our entire community. Here’s an overview of some of the things we’re doing:

We are adding more Shipt Shoppers nationwide.

More than 70,000 shoppers have joined since mid‑March and we are on track to more than double our shopper community by the end of this month. This will help us to efficiently deliver more orders with the same “above and beyond” Shipt service we’re known for.

We have doubled our customer and shopper support team.

We have hundreds of support agents ready to help via phone, live chat, and email 24/7. Our wait times for support are steadily decreasing as a result.

We are adapting our app and website to fit your needs right now.

We’re offering “no‑contact” delivery, enabling ASAP delivery with “early drop‑offs,” notifying you of items known to be out of stock, and communicating item limits set by retailers.

We are taking care of Shipt Shoppers.

We’ve secured protective equipment for all Shipt Shoppers and will pay those who aren’t able to shop due to a COVID‑19 diagnosis or quarantine order. Additionally, we’re showing our appreciation with increased pay (30% on average) and a surprise bonus for our most active shoppers in the month of March. You’re taking care of shoppers, too. In fact, we’ve seen a 30% increase in tips. Remember, 100% of tips go directly to your shopper!

There’s still a lot of work to be done, and we’re 100% focused on supporting our customers and shoppers during this time. We’re encouraged by your loyalty and the kindness you’ve shown our shopper community – we’re truly all in this together.

Stay safe and be kind to one another,