FAQs

• What determines the available route offers I will see?

  • • Each driver will see a different variation of available routes, which are influenced by what routes are available each day, offer preferences, and the driver’s previous choices, like routes they’ve already claimed and the driver’s history of successfully arriving on time for pickup arrival windows.*
    • Review arrival times prior to claiming a route and choose the offer that works best for you to ensure on-time arrival within the time specified in the app.
      *Note: Drivers in Colorado must indicate that they want to receive offers by selecting those hours on the Schedule screen in the app in order to see available routes. For more information on delivering in Colorado, click here. 
       
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• What do I do if I don't see any available routes?

  • • Route availability depends on a number of factors, including the number of drivers in the area, overall route volume, the efficiency of the sortation center, or the vehicle size selected. 
    • If no available routes are listed, it could be that all routes have been claimed by other drivers.*
    • If a driver has already claimed a route, routes that overlap that timeframe will be removed. 
    • Future routes are released every day at 6 p.m. local time for 2 days in the future. Other good times to check your app are 6-8 a.m. and 10-11 p.m. to find routes other drivers may have released!   
      *Note: Drivers in Colorado must indicate that they want to receive offers by selecting those hours on the Schedule screen in the app in order to see available routes. If you don’t see any routes in this metro, it could be that you indicated that you want to receive offers via the schedule. For more information on delivering in Colorado, click here. 
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• How far out will future routes be offered?

  • • Currently, future routes may be offered to drivers up to two days in advance of when the route would be completed. 
       
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• When will I be able to see the final details on a claimed future route?

  • • Every route will have updated, actualized information before the route's pickup arrival time. 
      • If you claim a future route, you'll receive a notification once it is actualized so you can review its details and decide if that route still works for you. 
      • If you claim an updated route without the “future route” label, you will be able to review all details for that route after claiming it.
         
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• Does the route I am offered have the potential to change size?

  • • Yes. The total number of packages, or deliveries, for a route may change slightly after the route has been reserved or claimed, meaning the route size may update. 
    • If a package is added or removed from a route you have claimed, you will receive a message from Shipt about the update. Also, the route will automatically reflect the adjusted size, the number of packages, drive time, and Delivery List in the app for you to review. 
      • If a package was added to a reserved or claimed route, it will be added to the route's Delivery List.
      • If a package was removed from a claimed route, it will be removed from the route's Delivery List. All other packages that display in the Delivery List for the route should be picked up and delivered.
    • If a bonus is available, the size of the route listed on the offer card when a route is reserved or claimed is locked in for bonus pay. For more information about bonuses, click here.
       
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• What does the “promo” label on an offer card mean?

  • • Available routes with a “Promo” label, generally, are approaching their arrival window but remain unclaimed. Promo pay is included in the estimated pay range shown on the offer card and is automatically applied to the total pay amount after the route is completed.
       
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• What if my availability changes?

  • • If for some reason your availability changes, and you've already claimed a route during a delivery window you’re no longer available during, you may drop the route. We suggest only dropping routes if necessary and editing your availability as soon as you know you’re unavailable to keep your deliveries on track.
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• Do I have to set my offer preferences?

  • • While we highly encourage you to set your preferences, it is not required in order to receive route offers. 
       
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• What if my offer preferences change over time?

  • • You can edit your preferences at any time in the app by tapping the icon in the top right-hand corner of the Available Routes screen. Keep in mind that while preferences will be taken into consideration, they are not the only factor that will influence offers.
       
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• Do I have to pick up all of the packages at one time?

  • • Yes, all of the packages listed in a driver with Shipt route will be picked up at the sortation center together during the arrival timeframe designated on the route card. Please ensure you have allowed enough space in your vehicle for all packages to be picked up successfully. 
    • To ensure there is enough space in your vehicle for all packages, make sure you've reported the correct make, model, and year. For more information, click here. 
       
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• Is there a specific parking area at the sortation center where I pick up routes?

  • • Yes. When you have arrived at the sortation center, use the gate pass in the app to enter and proceed to the parking area. Parking will vary by location so check the app for more details based on your specific sortation center. You can also learn more by visiting the metro overview for your area below. 
      • Atlanta - Lawrenceville
      • Atlanta - Smyrna
      • Austin
      • Chicago
      • Dallas
      • Denver
      • Detroit
      • Houston
      • Minneapolis
      • Philadelphia
      • South Florida - Miami
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• What if I'm missing a gate code or apartment number at delivery?

  • If there’s an issue at delivery such as a missing access code or apartment number, you can contact the customer via in-app messaging. To send a message, tap the chat bubble icon next to the customer’s name on the Delivery Details screen. An automated message will be sent to the customer letting them know that you're a driver with Shipt and there's an issue with their Target package delivery, and you’ll be able to choose from a selection of pre-formatted messages to communicate with the customer about the delivery issue.

    Because you’re completing no-contact package deliveries, customers may not be expecting any communication. Therefore, top drivers recommend only messaging a customer if there’s an issue at delivery (i.e. gate code, entry to building, etc). Additionally, Target suggests that messages only be sent during delivery hours (7 a.m. - 10 p.m. local time). 

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• What if I’m missing a package from my route during pickup?

  • • If you notice you do not have all of the packages you should for a route, turn on the nearby “Help” light to notify a sortation center pickup associate that you are missing a package, and then continue with the pickup process.
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• What should I do if I have a wrong or extra package during pickup?

  • • If you notice you have been provided with a wrong or extra package during pickup, load the rest of the packages into your vehicle and provide the package to the sortation center pickup associate when you return their cart after loading. Leave it unselected in the app, which will remove it from your delivery route.
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• Is there a way my phone can vibrate or make a sound when I scan packages during pickup to help me know the scan was successful?

  • • Yes! Tap your name on the main menu to access your account settings. Then, tap Preferences on the Account screen. You'll see a Scanner Settings section, where you can turn on beep or vibration features.
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• Is there a maximum pickup vehicle size?

  • • Yes, vehicles that exceed the dimensions below are not permissible to enter the sortation center:
      • Length: 24’ 1”
      • Width: 6’ 7”
      • Height: 9’ 11”
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• I refused a package at pickup but accidentally loaded it into my vehicle. What should I do?

  • • If you notice an extra package in your vehicle that was refused at pickup, contact Driver Support and return the package to the sortation center.
       
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• Will a signature be required for deliveries?

  • • No. Currently, all driver with Shipt packages should be dropped off at each delivery location and no interaction with the package recipient is needed.
       
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• Do I have to deliver the packages consecutively?

  • • For optimal route success, it is recommended for you to start your delivery route right after leaving the Sortation Center and complete the deliveries consecutively to avoid misplacement or damage to any packages. You can, however, choose to complete deliveries in whatever order you prefer.
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• Do I have to deliver the packages by the exact route that is provided in the app?

  • • The delivery route is a suggestion that is optimized by Shipt’s routing engine and is recommended for you to utilize for efficiency. However, you may also use your own discretion and independent judgment to determine your own delivery route.
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• Can I contact the customer directly?

  • Yes, you’re able to contact the customer directly using the in-app messaging feature for issues at delivery (i.e. gate code, entry to building, etc). A message should be sent to the customer before a return is initiated in the app. 

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• What do I need to do if there is an issue after I have left the pickup location to deliver?

  • • If you have any issues during the delivery process, contact Shipt Support.
    • If after contacting Shipt Support a package is deemed undeliverable, you will need to return it to the Sortation Center.
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• What should I do if I've marked a package as undeliverable but I'm still able to deliver it?

  • • If you've marked a package as undeliverable but find out that you are able to complete delivery, you should tap Retry Delivery at the bottom of the Delivery Summary page in the app. 
       
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• Do drivers get a free membership?

  • Yes! Sign up in the Shipt app with the same email address that's associated with your driver account. If the system asks you to pay for membership during check out, please reach out to Shipt Support via live chat, phone or email at support@shipt.com.

    To be eligible for a free annual Shipt membership, active drivers need a minimum of 1 completed route every 90 days. The program is subject to change. 
     

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    What if I already have a membership?

    If you have an existing membership and are a new driver, you can reach out to Shipt Support to request a prorated refund.

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