The Tool Desk
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Do not apply Instacart’s grocery-order deadlines or cancellation fees automatically. Restaurant orders and grocery orders use different support flows and policies.
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First, confirm which kind of order you placed
Instacart handles more than one ordering channel in Canada. A restaurant order placed from the Restaurants section is powered by SkipTheDishes. A grocery order is handled through Instacart’s grocery workflow. The distinction determines where you report a problem and which policy information is relevant.
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| Order type | Where to check status | Where to seek help | Policy information established by the help pages |
|---|---|---|---|
| SkipTheDishes restaurant order placed in Instacart | Instacart app: Account > Orders > Restaurant orders; an active order can also appear at the top of the home screen | Skip restaurant section > hamburger menu > Order History > active order > Get Help. For other issues, use Need Help > Need Something Else to open Skip chat. | SkipTheDishes provides customer support. The reviewed sources do not establish a universal restaurant-order refund deadline or guaranteed remedy. |
| Instacart grocery order | Instacart app: Account > Orders | Open the relevant order and choose Get help | Instacart says covered grocery issues generally must be self-reported within three days after pickup or delivery. A $15 cancellation fee may apply after a shopper accepts a grocery order. |
The grocery guidance in the last row comes from Instacart’s grocery help pages, not from a stated rule for Skip restaurant orders. If your order came from a restaurant, stay in the Skip support flow unless Skip support directs you elsewhere.
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Check the restaurant order status in Instacart
- Open the Instacart app and tap the Account icon.
- Tap Orders, then Restaurant orders.
- Select the in-progress order. Its current status and available order actions appear there.
- Also check the top of the Instacart home screen, where an active order status may be displayed.
If you cannot find the order, verify that you are signed in to the same Instacart account used at checkout. Keep the restaurant name, order time, delivery address, order number and receipt available before contacting support.
Use Skip support for an active restaurant order
Instacart’s official guidance says: “If you have an issue with your restaurant order, contact SkipTheDishes directly through the Order Help feature in the restaurant section of the Instacart app.” The support path is available through the Skip webview inside Instacart.
- Open the Skip restaurant section in the Instacart app.
- Tap the hamburger menu.
- Choose Order History.
- Open the active restaurant order.
- Tap Get Help and select the option that best describes the problem.
- For an issue that does not match the listed choices, select Need Help, then Need Something Else to connect to Skip chat support.
Describe the observable problem precisely: for example, “the delivery estimate passed and the order still says preparing,” or “the app says delivered but nothing is at the delivery location.” Include the order details requested by the chat rather than opening a separate grocery-order claim.
If the order is delayed
When the status is still active
Compare the current status with the delivery estimate shown in the order. A moving estimate, preparation status or driver update is different from an order that has stopped updating. Use the active order’s Get Help route while the order is open so Skip can see the order record and respond through the correct channel.
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What to include in the support request
- Restaurant name and order number.
- The time you placed the order and the delivery estimate shown in the app.
- The status currently displayed, including whether it has stopped changing.
- Any delivery instructions or contact details that could affect handoff.
- A screenshot of the status if the app changes or closes the order view.
Do not assume that a grocery-order reporting window applies to a restaurant delay. The reviewed Instacart pages do not state a universal deadline for reporting a delayed Skip restaurant order.
If the app says delivered but the order is missing
Use the restaurant order’s Get Help or Skip chat route promptly and report the exact mismatch: the app shows “delivered,” but the food is not present. Retain the receipt, order number and status details while support investigates.
Check the delivery location and instructions once, including the building entrance or other location you supplied, but do not mark the matter as resolved merely because the app changed to “delivered.” The sources reviewed do not state a universal reporting deadline or guarantee a particular refund or replacement for a missing Skip restaurant order. Skip support must assess the order and explain the available resolution.
Keep the receipt and order record
Instacart says the restaurant receipt is emailed after the order and can also be viewed in the app under Account > Orders > Restaurant orders. Keep the email or in-app receipt until the issue is closed.
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- Save the order number, restaurant, items and total.
- Note the original delivery estimate and the time the status changed.
- Capture screenshots if the status, cancellation message or support option disappears.
- Keep copies of chat messages and any case or reference number Skip provides.
These records make it easier to identify the correct order if you have more than one recent purchase and give support the exact wording and timing of the problem.
If the restaurant order is canceled
Start with the Skip order-help route
Open the restaurant order in the Skip section of Instacart and choose Get Help. If the order is no longer listed as active, open it from Order History and use the available help option. If the listed choices do not fit, choose Need Help > Need Something Else to reach Skip chat.
Ask directly about the charge and refund
State that the order was canceled and ask Skip to confirm whether a payment was captured and what refund, if any, will be issued. Skip’s Terms of Service direct customers who want to amend or cancel an order, and who are seeking a possible full or partial refund, to use the support channels provided on the Skip platform. Those terms do not promise that every requested cancellation or refund will be granted.
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Do not transfer grocery policies to a restaurant order
Instacart’s page titled “My order is late, missing or wrong” describes grocery-order issue reporting. It says grocery customers generally need to self-report covered issues within three days after pickup or delivery. An issue may lead to a credit or refund, but not every item issue automatically qualifies.
Instacart’s grocery cancellation page, “Cancel or reschedule your order,” says a grocery order can be canceled for a full refund without an additional fee before a shopper accepts it. After acceptance, a $15 cancellation fee may apply, and the page directs customers to Get help. The same page lists grocery-specific examples of unexpected cancellation or rescheduling, such as shopper availability, out-of-stock items, store hours or distance, and inclement weather.
Those three-day and $15 figures are grocery guidance. The reviewed sources do not establish them as rules for a Skip restaurant order. Likewise, the grocery page’s examples are not a definitive list of causes for a restaurant cancellation.
What to do when a support option is missing
The order is not visible
Return to Account > Orders > Restaurant orders and confirm the account. Check the emailed restaurant receipt for the order details. If the order still does not appear, use the Skip restaurant support entry point in the app and provide the receipt information.
The Skip webview will not load
Close and reopen the Instacart app, check that the app has an internet connection, and return to the restaurant order. If the webview remains unavailable, preserve screenshots of the error and use the support path that remains visible in the order or Skip section. Do not create a duplicate restaurant order while the original order’s payment or status is unresolved.
The order disappeared after cancellation
Look under Order History rather than only the active-order list. Use the cancellation message and receipt when asking Skip to confirm the order’s final status and any refund.
When the order involves both Instacart and Skip
Instacart’s help page “About restaurant orders powered by SkipTheDishes” explains that SkipTheDishes provides the restaurant catalog, fulfillment, payment processing and customer support for these orders. Instacart’s “Restaurants (Canada)” page likewise directs customers to get help through the Skip webview in the Instacart app.
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That division explains why a restaurant problem should be reported through Skip’s order-help flow even though you placed the order from Instacart. Use the receipt and Instacart order screen to identify the transaction, then let Skip support handle the restaurant-order investigation.
Quick Recap
A compact decision path
- Restaurant order from Instacart? Go to Account > Orders > Restaurant orders.
- Still active? Open Skip restaurant support: Order History > active order > Get Help.
- No matching help category? Choose Need Help > Need Something Else for Skip chat.
- Marked delivered but absent? Report the mismatch promptly and retain the receipt and screenshots.
- Canceled? Ask Skip to confirm the cancellation, payment status and any possible refund.
- Grocery order instead? Use the grocery order’s Get help route and its separate policy pages.
Official references
- Instacart: About restaurant orders powered by SkipTheDishes
- Instacart: Restaurants (Canada)
- Instacart: My order is late, missing or wrong
- Instacart: Cancel or reschedule your order
- SkipTheDishes Terms of Service
- Instacart: Refunds
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