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Question 1: How does it work?
Answer 1: On Tap Retail, you can purchase items from individual or multiple local stores to be picked up / delivered on the same day or in a timeslot of your choosing. You can simply input your address and search for a specific product or browse stores delivering to your area. There are multiple pick up / 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. When you place an order, the retailer will confirm the availability of items in your order. If there are items out of stock, you will receive a refund for these in your original payment source (can take up to 10 working days). Retailer gathers items and has them ready for delivery or pickup.
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Question 2: What times can I order for?
Answer 1: Pick up / delivery slots may vary depending on the retailers’ opening hours and policies.
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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.
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Question 4: Why doesn’t Tap Retail accept cash?
Answer 1: We only accept online / 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.
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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.
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Question 6: 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.
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Question 7: How do I create an account?
Answer 1: When you open the website / customer app, click sign up. Fill out the requested information & click sign up.
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Question 8: 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.
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Question 9: 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.
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Question 10: 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.
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Question 11: 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 / website.
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Question 12: 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.
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Question 13: 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.
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Question 14: 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.
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Question 15: Can I reorder items from a past order?
Answer 1: Yes, navigate to my account, click into one of your past orders. Click reorder and these products will automatically add to your cart. Select your delivery or click and collect slot & choose your payment method to place your order.
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