Service options and time slots

When your customers check out, they are prompted to select a time slot in which to receive their order. The service options you choose to offer determine the types of time slots your customers can select. The available service options are: scheduled, standard ETA, and priority ETA.

The following image shows example time slots for a delivery order:

The following image shows example time slots for a pickup order. There is a standard time slot of Ready by 2:05pm and then a selection of scheduled time slots.

Service options​

The scheduled service option is always enabled. The ETA service options are optional.

Scheduled service option​

Time slots can be for the same day and for up to five days into the future to support customers who like to plan ahead.

The duration of scheduled time slots depend on the type of order and other factors:

• Delivery.
  • Displays two-hour time slots that begin on the hour and overlap with one another, such as 3pm-5pm and 4pm-6pm.
  • Displays three-hour time slots that begin on the hour and overlap with one another, such as 3pm-6pm or 4pm-7pm.
    note

    Customers who choose a three-house delivery window, also known as no rush delivery, receive $2 off their order.

  • In the zones where shopper availability is low, customers can select a time slot from a list of 14 days, rather than the usual 5 days.
• Pickup.
  • Displays one-hour time slots that begin on the hour, such as 3pm-4pm and 4pm-5pm.

info

The duration of scheduled time slots can change without notice as Instacart adapts to daily circumstances, such as bad weather or unexpectedly high demand during holiday seasons. For more information, see Time slots.

Standard ETA service option​

When enabled, the storefront displays a standard time slot to customers. Customers can expect to receive their order before or by the ETA that is displayed on the time slot. The ETA is calculated based on a variety of factors, such as the time the order is placed, distance, order size, and shopper availability.

• Delivery. The time slot can show a time or a range of time.
• Pickup. The time slot shows Ready by with a time.

Priority ETA service option (delivery only)​

When enabled, the storefront displays an expedited delivery time slot that can be as fast as 45 minutes. Priority ETA is always faster than the standard ETA time slot by at least 30 minutes. The actual time depends on factors such as distance, cart size, number of orders in the queue, and shopper availability.

Priority ETA is available only in the zones where Instacart can offer this service. Therefore, if you enable priority ETA, customers within the zones see the priority option. Customers outside those zones see the standard ETA and scheduled time slots only.

The priority ETA option adds a surcharge to the order total to help cover the costs of quicker delivery times. The surcharge amount is defined by Instacart and is subject to change. If an order is delivered 15 minutes after the priority ETA time slot, the surcharge amount is refunded to the customer. Surcharges are part of your regularly scheduled reconciliation with Instacart. Surcharges are also subject to the tax laws governing the locations where you offer this option.

Time slots​

Time slot availability is managed by the Instacart fulfillment service. Time slots are available on a first-come, first-served basis, whether the request comes from Instacart Marketplace or an Instacart Platform product. The time slots presented to your customers include enough time for the order to be batched, assigned, shopped, and delivered to or picked up by the customer.

Valid time slots are shown to customers based on store hours, shopper availability, and the presence of restricted items in the cart, such as alcohol. For example, assume a customer starts a checkout process 15 minutes before the store closes, and 15 minutes is not enough time to get the order ready. The customer is shown future day time slots only, not same-day time slots. If a cart contains alcohol, the time slots that adhere to the alcohol delivery regulations for the region are displayed. Finally, only the time slots with shoppers still available are displayed.

Configuration​

Work with your Instacart representative to enable the service options that you want to offer your customers.