Question 1: How does it work?

Answer 1: On Tap Retail, you can purchase items from local stores to be delivered on the same day, in a 2 hour timeslot of your choosing. You can place orders on our from our new app. You can simply input your address and search for a specific product or browse stores delivering to your area. There are multiple delivery windows available on Tap Retail. To have your item delivered in a specific window, your order must be placed before a cut-off time. This is one hour before the commencement of the slot in question. This is to allow the retailer adequate time to prepare the order & for Tap Retail to allocate resources to your order. When you place an order, the retailer will confirm the availability of items in your order. When they confirm this, you will receive an order confirmation email. If there are items in your order which are out of stock, you will receive a refund for these in your original payment source. This can take up up 10 working days to reflect in your bank account. The retailer will gather the items in your order and have them ready for delivery or pickup.

Question 2: What times can I order for?

Answer 1: On Tap Retail, we generally offer the following delivery slots: 10am-12pm, 12pm-2pm, 2pm-4pm, & 4pm-6pm. These may vary depending on the retailer's opening hours. You can see a list of delivery and click & collect slots when placing your order.

Question 3: How is my order delivered to me?

Answer 1: Once you place an order through the Tap Retail platform & the order is confirmed by our retail partner, they will gather the items & package them. Once the order is ready, a Tap Retail delivery rider will collect your order from the store & bring it to your delivery address within your chosen delivery slot.

Question 4: Why doesn’t Tap Retail accept cash?

Answer 1: We only accept card payment because it lets us provide you with the best possible experience. It creates a safer working environment for our delivery riders as it means they are not responsible for bringing payment back to our retail partners.

Question 5: Is there a minimum order value?

Answer 1: The minimum order amount can vary depending on the retailer you order from. If there is a minimum order amount, you’ll be informed at checkout before you place an order. You can also find this in the Information Section of the retailer's store page.

Question 6: Will I be charged the same prices as in-store?

Answer 1: We encourage our partner stores to offer in-store prices where possible. This is to ensure you get the best value possible when shopping online from local businesses. Pricing for each item is clearly displayed on our app. We can guarantee prices on Tap Retail will be substantially cheaper than other on-demand delivery riders. If you have any questions about pricing of items listed by the retailer, please contact them directly.

Question 7: Can I collect my order?

Answer 1: On Tap Retail, retailers have the option to offer a click or collect service. You can view a list of these slots at checkout. If the retailer doesn't offer click & collect, you will only be able to see a list of their delivery slots at checkout.

Question 8: How do I create an account?

Answer 1: When you open the customer app, click sign in. Fill out the requested information & click sign up.

Question 9: How do I add a card to Tap Retail?

Answer 1: Navigate to My Account and click My Payment Cards. Enter the requested information and click save. Please note that Tap Retail does not store card information directly. This is handled by our payments processor, Stripe.

Question 10: What happens if a product I ordered is out of stock?

Answer 1: At checkout, you can choose your substitute preference. Depending on this, the retailer may offer you a substitute. If the retailer doesn't have a substitute in the same product category, they will refund you for the product.

Question 11: What if I am not around when my delivery arrives?

Answer 1: If you think you won’t be at the delivery address in time to receive your order, please let us know via our in-app chat or when placing your order in the notes section. You can also ask the driver to leave your order with your neighbour. Your delivery rider will always try to call you if there’s an issue once they reach your delivery address. If we can’t contact you, they will leave your order in a sheltered area if possible. In this event, you’ll still be charged for your order. To prevent this from happening, it’s always a good idea to double-check your contact and address details.

Question 12: Do I need an account to purchase on Tap Retail?

Answer 1: Yes, you must have an account to place an order on Tap Retail. To create an account, click Sign Up on the Home Page of our app.

Question 13: Why are items out of stock after I have placed an order?

Answer 1: We endeavour to have the most-up-to-date information available about the inventory levels available in stores. Our partners update their inventory levels on a periodic basis. Circumstances arise where certain products will sell out and the retailer doesn’t have the opportunity to limit the visibility of this product on the platform. In circumstances where products are out of stock, you will receive a full refund in your original payment source.

Question 14: How do you ensure the freshness of my groceries?

Answer 1: Groceries available on the platform are of the highest quality available on the market. Each of the orders are picked in-store by the retailers and their staff, ensuring consistently high standards. Each order is processed in real-time and are not in packed in a van for the day, as is the case with the national franchises. These retailers have extensive training in areas including food handling, hygiene, fresh & frozen foods & will ensure your orders are packed securely to ensure your products get to you in the best condition.

Question 15: Can I order alcoholic beverages?

Answer 1: Yes, some of the stores available on the Tap Retail platform sell alcoholic beverages. Please note that Tap Retail delivery riders operate under the 'Challenge 25' rule. This means that all delivery riders will check ID for anyone they feel is under the age of 25. When the order is being delivered, and more than one person is receiving the order, your Tap Retail delivery rider will request ID from all parties should they feel anyone present is under the age of 25. All Tap Retail Delivery Riders reserve the right to refuse the delivery of alcoholic products if the person receiving the delivery does not show any photographic ID or proof of their age when requested. Also, by law, we are only permitted to purchase alcohol between certain hours of the day. We cannot fulfil orders with alcohol items outside those hours.