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If a restaurant order you placed in the Canadian Instacart app is late, missing, or canceled, check its status in Instacart first, then use the SkipTheDishes support route inside the restaurant section. SkipTheDishes supplies the restaurant catalog, fulfillment, payment processing, and customer support for these orders, so the correct resolution path is different from the one for an Instacart grocery order. See Instacart’s explanation of restaurant orders powered by SkipTheDishes.
This guide covers restaurant orders made through Instacart’s Restaurants section in Canada. It does not apply the grocery service’s reporting deadlines or cancellation fees to restaurant orders unless Skip support specifically confirms that they do.
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First, confirm which kind of order you placed
Instacart can show both groceries and restaurant deliveries, but they are handled under different arrangements. Before requesting a refund or reporting a problem, identify the order channel.
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|---|---|---|---|
| SkipTheDishes restaurant order placed in Instacart | Account > Orders > Restaurant orders; an active restaurant order can also appear at the top of the Instacart home screen | Open the Skip restaurant section, then Order History > active order > Get Help. For another issue, use Need Help > Need Something Else to reach Skip chat. | SkipTheDishes provides customer support. The reviewed official pages do not establish a universal restaurant-order refund deadline or guaranteed remedy. |
| Instacart grocery order | Account > Orders | Open the order and choose Get help | Instacart describes a three-day issue-reporting period and a possible $15 cancellation fee after shopper acceptance for grocery guidance only. |
That distinction matters because a grocery-order rule can look familiar in the app but still be irrelevant to a restaurant delivery. Use the support flow attached to the actual order.
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Check your restaurant order status in Instacart
- Open the Instacart app and tap the Account icon.
- Tap Orders, then Restaurant orders.
- Select the restaurant order that is still in progress. The current status is shown on the order page.
- Also check the top of the Instacart home screen, where an active order status may be displayed.
These are the status locations specified in Instacart’s Restaurants (Canada) help instructions. If the order is moving normally but has not reached the estimated time, continue watching the status while preparing the order information you may need for support.
If the order is late or appears stuck
Use the Skip order-help route while the order is active
- Enter the Skip restaurant section in the Instacart app.
- Open the hamburger menu.
- Choose Order History.
- Select the active restaurant order.
- Tap Get Help and describe that the delivery is delayed or the status has stopped changing.
For an issue that does not fit the first options, choose Need Help, then Need Something Else to connect with Skip chat support. Instacart states that restaurant-order assistance is provided through the Skip webview in the app; its help center says, “If you have an issue with your restaurant order, you can get help through the Skip webview in the Instacart app.”
Do not assume that a displayed estimate is a guaranteed delivery time. The official pages reviewed do not publish a universal restaurant-order service-level deadline, automatic credit, or automatic refund for a late delivery. Ask support what can be done for your specific order rather than relying on the grocery process.
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- The restaurant name and order number.
- The time the order was placed and the estimated delivery time shown in the app.
- The exact status message and when it last changed.
- Any messages or calls from the restaurant or courier.
- Your delivery address if support asks you to verify it.
Take a screenshot of the status before it changes. Keep the order page open until you have submitted the request, and save the conversation or confirmation number if the chat provides one.
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- GROCERY COUPONS AND DEALS: Discover exclusive deals and grocery coupons found only on the Instacart app.
- SHOP GROCERY STORES NEAR YOU: Instacart connects you with over 85,000 supermarkets and stores across North America.
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- No returns and no refunds on gift cards.
If the app says “delivered” but the food is missing
A delivered status with no order at your address is a specific status mismatch. Report it promptly through the same Skip restaurant order route: Skip restaurant section > Order History > order > Get Help. If the available choices do not describe the problem, use Need Help > Need Something Else for Skip chat.
Check the delivery location and nearby entrances while you are opening the support request, but do not close the case simply because the status says delivered. Tell support that the app records delivery but the order was not received, and provide the time you checked. Keep the receipt and order details available.
The reviewed official sources do not state a universal deadline for reporting a missing Skip restaurant order, nor do they guarantee a particular refund, replacement, or credit. Do not import Instacart’s three-day grocery reporting window into this restaurant case. Skip support must determine the available remedy for the order.
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Instacart says the restaurant receipt is emailed to you and can also be viewed in the app at Account > Orders > Restaurant orders. Save the email or take a screenshot of the in-app receipt before contacting support.
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- Use the receipt to confirm the restaurant, items, taxes, fees, total, and order number.
- Match the receipt to the order selected in the Skip help view.
- Include the email address or phone number associated with the Instacart account if support asks for verification.
Do not send payment-card details in a chat unless the official support flow specifically requests a secure verification step. The receipt and order number are normally the useful starting information.
If the restaurant order was canceled
Open the canceled order and contact Skip
When the app shows a cancellation, open the order history and use the Skip restaurant support flow. Ask why the order was canceled and whether a refund has been initiated. Instacart directs restaurant customers to Skip for order support, and Skip’s Terms of Service tell customers who want to amend or cancel an order, or seek a possible full or partial refund, to use the support channels provided on the Skip platform.
That wording does not promise that every requested cancellation or refund will be approved. The outcome can depend on the order’s state and the facts support reviews. Keep the cancellation notice, receipt, and any chat transcript until the payment outcome is clear.
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Do not assume a grocery cancellation fee applies
Instacart’s grocery cancellation page 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. Those statements concern grocery orders. They are not established rules for a Skip restaurant order made through the Restaurants feature.
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- GROCERY SHOPPING MADE EASY: Get your entire grocery store list delivered in as fast as 30 minutes. Prefer pick up? Order your groceries online, pick up at your local store, and skip the fees and tipping.
- GROCERY COUPONS AND DEALS: Discover exclusive deals and grocery coupons found only on the Instacart app.
- SHOP GROCERY STORES NEAR YOU: Instacart connects you with over 85,000 supermarkets and stores across North America.
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Likewise, the grocery help page lists shopper availability, out-of-stock items, store hours and distance, and inclement weather as possible reasons a grocery order may be unexpectedly canceled or rescheduled. Those examples are not a definitive list of causes for a canceled restaurant delivery. Ask Skip support for the reason attached to your order.
Refunds: what is and is not established
For a restaurant order, the available evidence establishes a support route, not a guaranteed refund schedule. Contact Skip through the in-app order-help flow and state exactly what happened: late arrival, non-delivery, delivered-but-missing status, cancellation, or an incorrect charge.
Instacart’s separate refund information should not be read as a restaurant-specific promise. If support approves a refund or partial refund, ask how it will be issued and whether any processing time applies. Keep the confirmation until the amount appears on the original payment method or the support representative explains the alternative.
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For comparison only, Instacart’s grocery issue page says customers generally need to self-report covered late, missing, or incorrect grocery-order issues within three days after pickup or delivery. An issue may lead to a credit or refund, but not every item issue automatically qualifies. This three-day guidance belongs to the grocery help route described at “My order is late, missing or wrong”.
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- GROCERY SHOPPING MADE EASY: Get your entire grocery store list delivered in as fast as 30 minutes. Prefer pick up? Order your groceries online, pick up at your local store, and skip the fees and tipping.
- GROCERY COUPONS AND DEALS: Discover exclusive deals and grocery coupons found only on the Instacart app.
- SHOP GROCERY STORES NEAR YOU: Instacart connects you with over 85,000 supermarkets and stores across North America.
- THOUGHTFUL GIFT: Share the gift of time by taking a chore off a friend’s or family’s to-do list. Perfect for new parents!
- Redeem in the app: Sign up for Instacart or log into your existing account Enter the main menu Tap Credits, promos & gift cards Enter the code Redeem on the website: Sign up for Instacart or log into your existing account Click Account or your name Click Add promo or gift card Enter the code
Do not wait three days because you believe that window governs a restaurant order, and do not assume a restaurant claim is rejected merely because that grocery period has passed. Use Skip’s restaurant support route promptly and follow the instructions given for your order.
A practical checklist before you start chat
- Confirm that the order appears under Restaurant orders, not grocery orders.
- Record the order number, restaurant, order time, promised or estimated time, and current status.
- Save the emailed or in-app receipt.
- Take screenshots of a delayed, canceled, or delivered-but-missing status.
- Describe one problem clearly instead of combining separate orders in one request.
- Ask directly whether a refund, partial refund, replacement, or other remedy is available.
- Keep the support transcript and any refund confirmation.
Common mistakes that slow resolution
Using the grocery “Get help” path
The grocery order screen may offer familiar options, but a restaurant order is supported through the Skip section. Selecting the wrong order type can send you to policies that do not apply.
Waiting for an automatic refund
A cancellation or missing delivery does not, according to the reviewed sources, guarantee an automatic refund. Open the Skip help route and request a decision for the specific order.
Quoting the $15 fee or three-day window as restaurant policy
Both figures come from Instacart grocery guidance. Mentioning them as though they govern a Skip restaurant order can create confusion; ask Skip to explain the restaurant order’s treatment instead.
Deleting the receipt or order evidence
The order page and receipt provide the identifiers support needs. Keep them until the case and payment are resolved.
Official guidance in one sentence
“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.”
This is the concise direction in Instacart’s “About restaurant orders powered by SkipTheDishes” help article. For a delayed, missing, or canceled restaurant delivery in Canada, status checking in Instacart followed by that Skip support route is the appropriate starting point.
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