Instacart Refund for Missing or Damaged Items (2025 Guide)
You open your Instacart delivery, excited to unpack your groceries, only to find crushed eggs, a leaking milk carton, or your favorite cereal completely missing. Frustrating, right?
The good news? Instacart makes it easy to report issues and get a refund or credit when something goes wrong. In this updated 2025 guide, we’ll walk you through everything you need to know: eligibility, step-by-step instructions, refund timelines, and tips to avoid future problems. If your issue is with a promo code, check our guide on what to do when an Instacart promo code isn’t working.
When Can You Get a Refund from Instacart?
Instacart allows refund or credit requests for several common issues:
- Item completely missing
- Wrong item delivered or incorrect replacement
- Damaged, spoiled, or expired items
- Perishable items delivered warm or leaking
- The receipt doesn’t match the delivery
These fall under issue types like “Item never arrived,” “Instacart shopper mistake,” “Quality issue,” or “Wrong replacement.”
You’re not eligible if:
- You submitted the claim too late (more than 7 days).
- You changed your mind post-delivery.
- You misunderstood the item details (size, weight, quantity).
- It involves alcohol, prescriptions, or age-restricted items without a valid error.
How to Request an Instacart Refund (Step-by-Step)
Instacart’s automated refund system is built for convenience. Here is how to file your claim:
1. Open Your Order
On the App: Tap your Account/Profile icon → Select “Your Orders” → Tap the order with the issue.
On the Website: Access your Instacart order history by navigating to instacart.com, then selecting Account, followed by Orders. Click on the relevant order.
2. Tap or Click “Report a Problem.”
Scroll to the item in question and select “Report a Problem”. You can also report issues with the entire order if needed.
3. Choose a Reason
Select from: Item Missing, Item Damaged, Wrong Replacement, Quality Issue, or Other.
Tip: Upload a photo of damaged or spoiled items; it improves your refund chances.
4. Choose Your Refund Method
Instacart typically offers:
- Fresh Funds Credit (can be used instantly for new orders)
- Refund to original payment (may take a few days)
You will get an email confirmation once your refund request is received or credit is issued.
What Happens After You Request an Instacart Refund?
Here is what to expect:
| Refund Type | Processing Time |
|---|---|
| Fresh Funds Credit | Instantly – 1 hour |
| Refund to Card | 3–10 business days |
| High-Value Items | May require manual review |
Keep the packaging and take photos until the issue is fully resolved, especially for items over $20.
Refund for Wrong Replacement on Instacart?
Yes. If a substitute wasn’t what you selected (or was chosen by the shopper without proper guidance), you can still request a refund.
Pro Tips:
- Use “Don’t Replace” for sensitive items.
- Manually set replacements during checkout.
- Review items marked “replaced” in your order receipt.
Contact Instacart Support for a Manual Refund
If the automated system doesn’t resolve your issue, escalate it to support.
Contact Methods:
- Live Chat: In-app, choose “Help,” then an order, and finally “Chat with an agent.”
- Web Support Form: https://www.instacart.com/help
- Email (as backup): [email protected]
Include These Details:
- Your full name and order number
- Item name(s) and issue description
- Photos (if damaged/spoiled)
- Desired resolution (credit or refund)
Keep your message clear, polite, and concise; this often leads to faster and smoother support.
Instacart Refund vs Credit: Key Differences
Understanding the two refund types helps you choose the best option. For more details on credits, see our Instacart Fresh Funds Guide.
| Feature | Refund | Credit (Fresh Funds) |
|---|---|---|
| Refunds to the card/bank | Yes | No |
| Useable outside Instacart | Yes | No (Instacart orders only) |
| Processing time | 3–10 business days | Instant |
| Expiry | No | May expire in 12 months |
Tips to Avoid Instacart Refund Issues
Mistakes can’t always be avoided, but these best practices help:
- Check Orders Immediately: Inspect the items as soon as your order arrives and contact support early (within 24 hours).
- Opt for Photo Confirmations: Ensure the shopper provides delivery photo proof if the item is left at your door.
- Use “Don’t Replace” on Key Items: Set this for items such as brands, flavors, or products that are sensitive to allergies.
- Take Screenshots: Before delivery, save a screenshot of your order and any special notes.
FAQs: Instacart Refunds
How long do Instacart refunds take?
Credits are usually instant. Bank refunds take 3–10 business days, depending on your card issuer.
Will Instacart ban me for too many refund requests?
Not unless it becomes excessive or abusive. Instacart flags patterns, but legitimate claims are perfectly acceptable.
Can I get a refund for alcohol or prescriptions?
Not usually, unless the error is with delivery or legality (e.g., age verification failure).
What if I paid with EBT or promo codes?
EBT: Refunds go back to your EBT balance. Learn more in our EBT/SNAP Guide.
Promo Codes: Usually non-refundable unless the whole order is canceled.
Where do I see my credit or refund?
App: Go to Account → “Credits, promos, and gift cards”.
Web: Account Settings → “Fresh Funds” or “Order History”.
Conclusion!
Whether your order contains missing groceries, spoiled produce, or a shopper error, Instacart’s refund process is designed to ensure a fair and frustration-free experience. Most issues are resolved in minutes, provided you follow the steps and act promptly.