Manage Shipt

How to cancel shipt in new zealand and claim your refund

What shipt is and how it works

Shipt is a grocery and household delivery service that pairs you with personal shoppers who collect and deliver items from partnered stores in your area. You place orders through the Shipt app or website, select your preferred delivery time, and a shopper handles the purchasing and delivery on your behalf.

Why people use shipt

The service appeals to busy households, elderly customers, and anyone seeking convenience. Shipt offers same-day delivery from major supermarkets and retailers, which saves you time on weekly shopping runs. However, membership fees, delivery charges, and occasional service issues prompt many New Zealand customers to reconsider their subscription.

The membership model

Shipt operates on a subscription basis, charging either monthly or annual fees. Your membership includes unlimited deliveries, discounted delivery fees on orders over a certain threshold, and priority access to shoppers. Once you subscribe, Shipt renews your membership automatically unless you cancel before the renewal date.

Your consumer rights when cancelling shipt

New Zealand law protects you when you cancel a subscription or purchase a service, and Stopee recognises that understanding your rights is the first step toward empowered cancellation.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, services supplied to you in New Zealand must be of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If Shipt fails to meet these standards-for example, if items arrive damaged, orders go missing, or delivery is consistently late-you have grounds to dispute charges or request a refund.

You do not need to accept a partial credit or service credit if the core service is fundamentally broken. Document every failed order, take screenshots of app messages, and retain delivery photos. These records strengthen your case if you escalate a complaint to the Commerce Commission.

Cancellation and cooling-off rights

If you subscribed to Shipt online, you may have a 14-day cooling-off period under consumer law, depending on when the service was first provided. Some memberships also offer a 30-day money-back guarantee from the date of purchase. Check your confirmation email for Shipt's cancellation terms; Stopee recommends screenshotting this before you proceed, as terms can change.

Escalation to the commerce commission

If Shipt refuses to refund you or cancels your membership incorrectly, the Commerce Commission is your next step. This government agency enforces consumer law in New Zealand and investigates unfair contract terms or misleading conduct. Stopee has helped hundreds of consumers file complaints with the Commerce Commission and recover refunds that companies initially denied.

Methods to cancel shipt

You have multiple routes to cancel your Shipt membership, and each has its own timing and process.

Cancel via the shipt app or website

This is the fastest method and gives you immediate confirmation. Log into your Shipt account, navigate to your membership settings, and select the cancellation option. The app walks you through a brief exit survey (optional), and you receive a confirmation email within minutes. Stopee recommends using this method during business hours so you can contact support immediately if an error occurs.

Cancel by email

Email support@shipt.com with a clear subject line: "Cancel my Shipt membership." Include your full name, email address, and account phone number. Request a written confirmation of cancellation and the date your membership ends. Allow 3-5 business days for a response. Keep your sent email and any replies; these serve as proof if a charge appears after cancellation.

Cancel by phone

Call Shipt's US-based customer support team. You will reach a representative who can process your cancellation immediately and read back your confirmation details. New Zealand does not have a dedicated Shipt office, so you will be speaking with a US-based agent. Note the representative's name, the time of your call, and the confirmation number provided.

Cancel if you subscribed via target

If you signed up for Shipt through Target (available in some regions), you may need to manage your membership through your Target account instead. Log into Target.com, go to your account settings, and look for Shipt membership options. You can also contact Target customer service directly to request cancellation on your behalf.

Step-by-step cancellation through the app or website

Follow this process to cancel your Shipt membership instantly without speaking to anyone.

1. Open the Shipt app or visit shipt.com and log in with your email and password.
   • If you have forgotten your password, use the "Forgot password?" link on the login screen.
   • If you use biometric login, ensure you have your password saved in a secure location before proceeding.
2. Tap or click on your account icon, usually located in the top-left or top-right corner.
   • In the app, this appears as a profile picture or initials.
   • On the website, it may be labelled "Account" or "My account."
3. Navigate to "Membership" or "Shipt Membership Profile" from the account menu.
   • You will see your current plan (monthly or annual), the renewal date, and payment method.
   • If you do not see a membership option, you may not have an active subscription.
4. Look for a "Cancel membership" or "How to cancel my membership" button.
   • The exact wording varies between app and web versions.
   • On the app, this link often appears at the bottom of the membership details screen.
5. Tap "Cancel my membership" and confirm your choice.
   • Shipt will ask why you are cancelling. You can select a reason or skip this step.
   • Avoid selecting reasons like "too expensive" if you plan to claim a refund; keep your reason neutral.
6. Wait for the success message and check your email for a confirmation receipt.
   • Warning: Confirm the exact cancellation date shown in the email. Your membership ends on this date, not immediately.
   • Pro tip: Screenshot the confirmation email and the membership page showing "Cancelled" status as proof of cancellation.

Common cancellation traps and how to avoid them

Many customers discover too late that their cancellation did not stick or that charges continued after they thought they had quit. Stopee has identified the most common pitfalls-and how to sidestep them.

Trap 1: confusing order cancellation with membership cancellation

Cancelling a single grocery order is not the same as cancelling your membership. If you cancel one order, your membership remains active and you will be charged at the next renewal date. Always confirm that you are on the membership cancellation page, not the order cancellation page.

Trap 2: cancelling during a free trial

If you started a free trial or promotional period, you must cancel before the trial ends, or you will be charged the full membership fee. Set a calendar reminder for two days before your trial expiry date so you do not forget. Stopee recommends cancelling at least 48 hours in advance to allow time for processing.

Trap 3: renewal charges appearing after cancellation

Shipt sometimes processes renewal charges before your cancellation request is fully processed. If you see a charge after cancellation, contact support immediately and reference your cancellation confirmation email. Request a refund of the erroneous charge and ask for written confirmation that your membership is no longer active.

Trap 4: not receiving a cancellation confirmation email

Check your spam folder and unsubscribe filters if you do not receive a confirmation email within 15 minutes. Log back into your account and verify that your membership status now shows "Cancelled" or "Inactive." If you cannot confirm cancellation, contact Shipt support and ask them to send you written proof.

Trap 5: auto-renewal after addressing a declined card

If a payment method fails and Shipt repeatedly tries to charge your card, the service may pause but your membership does not auto-cancel. Once you update your payment details, auto-renewal often resumes without warning. Always cancel your membership before updating payment information.

What happens after you cancel

Cancelling your membership triggers several changes to your account and billing, and understanding the timeline helps you avoid unexpected charges.

Your access and delivery options

You typically retain access to your Shipt account until the end of your paid billing period. If you cancelled a monthly membership on 15 August, you can still place orders until 14 September. After that date, you cannot order through Shipt unless you reactivate your membership.

The app will display a message like "Your membership expired on [date]. Reactivate to continue shopping." If you do not want to see this prompt, you can delete the app, but Stopee advises keeping it for at least 60 days in case you need to retrieve an order receipt or dispute a charge.

Automatic renewal and billing

Cancellation stops all future charges, including renewal fees and any promotional extensions. No automatic debit will appear on your card after your final paid period ends. However, if you see a charge after cancellation, this indicates a processing delay or error. Contact Shipt support with your cancellation confirmation email and request an immediate refund.

Account data and personal information

Shipt retains your order history, payment details, and account information even after cancellation. You can request deletion of your personal data under the Privacy Act 2020, but this is separate from cancellation and may take 20-30 days. If you want your data removed, contact Shipt support and explicitly ask for a data deletion request.

Refunds and refund eligibility

Whether you receive a refund depends on when you cancel and the reason for your request. Stopee breaks down the refund landscape so you know exactly where you stand.

Membership refunds within the first month

If you purchased an annual membership and cancel within 30 days, you are typically eligible for a full refund. This grace period assumes the service did not meet your expectations or was not fit for purpose. Monthly memberships generally do not qualify for refunds after the billing date, but you can cancel to prevent future charges.

Refunds for service failures

If Shipt failed to deliver your order, delivered incorrect items, or provided a persistently poor service, you have a right to dispute the charge under consumer law. Contact Shipt support, describe the issue, and request a refund or account credit. Include your order number, date, photos of any damage, and delivery confirmations.

Pro tip: Frame your request around the Consumer Guarantees Act. Write: "This order failed to meet acceptable quality standards under the Consumer Guarantees Act 1993. I request a refund of $[amount] to my original payment method." This language signals that you understand your rights and may prompt faster resolution.

Refund request process

1. Log into your Shipt account and locate the order in question.
   • If more than 90 days have passed, you may need to contact support to access the order details.
2. Take a screenshot or photo of the order showing the items, price, and delivery date.
   • If items arrived damaged or missing, photograph the packaging and contents.
3. Email support@shipt.com or use the in-app chat to request a refund.
   • Include the order number, date, and a 2-3 sentence explanation of the issue.
   • Attach your screenshots and any photos showing the problem.
4. Wait for Shipt's response. Allow 5-10 business days for a resolution.
   • If Shipt offers only a partial credit or account credit (not a cash refund), you can refuse and escalate to the Commerce Commission.
5. If Shipt denies your refund, email the Commerce Commission at complaints@comcom.govt.nz with your order details, screenshots, and Shipt's refusal.
   • The Commerce Commission will investigate free of charge.

Credits and promotional vouchers

Shipt often offers account credits instead of cash refunds. These credits typically expire after 90 days and can only be used toward future orders. If you have cancelled your membership and do not intend to return, request a cash refund instead. A credit is of no value to you if you cannot spend it.

Shipt pricing and membership plans

Understanding what you pay for helps you decide whether cancellation is the right choice or whether you should downgrade instead.

Currency and new zealand pricing

Shipt publishes prices in USD. When you sign up via the New Zealand app store or website, your local app may convert these prices to NZD automatically. At current exchange rates, the monthly membership typically costs around NZD $18-22, and the annual plan around NZD $160-180. Prices fluctuate daily with currency movement, so always confirm the NZD amount before you commit to a new subscription.

Should you cancel or downgrade?

Before you cancel outright, consider whether downgrading or pausing your subscription makes more sense for your household.

When to cancel

Cancel if you are not using Shipt regularly, if delivery times are unreliable, if you have found a cheaper alternative, or if the membership fee no longer fits your budget. If you have complained multiple times about service failures and Shipt has not resolved them, cancellation signals that you expect better and are willing to switch providers. Stopee recommends cancelling immediately if you no longer trust the service.

When to pause or downgrade

If you use Shipt occasionally but not weekly, switch from annual to monthly membership to reduce your commitment. Some seasons (winter, busy work periods) may make delivery more valuable than others; you can cancel in summer and reactivate in winter without penalty. If you are moving house temporarily, pausing your membership for 2-3 months costs nothing, whereas annual memberships cannot usually be paused.

Comparing alternatives

Before cancelling, check whether competing services offer better rates or coverage in your area. New Zealand grocery delivery platforms, independent shopper services, and supermarket-run delivery programs may provide equivalent or superior service at lower cost. Stopee suggests trying a competitor's free trial before you commit to cancelling Shipt, so you do not lose access if the alternative falls short.

Common mistakes when cancelling shipt

Cancellation is straightforward in theory, but small errors can leave you paying for weeks after you quit. Stopee has seen these mistakes cost customers money and stress.

Mistake 1: cancelling the wrong account

If you manage multiple Shipt accounts (perhaps one for yourself and one for a family member), confirm you are logged into the correct account before you cancel. Logging into the wrong account and cancelling will leave your actual membership active and charging. Always check the email address and phone number displayed at the top of your account screen.

Mistake 2: not checking the cancellation confirmation date

The email Shipt sends you will clearly state the date your membership ends, not the date you clicked "Cancel." If you cancel on 1 September and your annual renewal is 15 September, your membership ends 15 September. You will have access until that date, and no refund is issued for the unused portion. Read the confirmation email thoroughly and mark the end date on your calendar.

Mistake 3: assuming the app will notify you of pending charges

Shipt does not send reminders before your renewal date. The app will not warn you that a charge is pending. Set your own phone reminder for 48 hours before your renewal date, so you have time to cancel if you change your mind. Stopee recommends adding this reminder to your phone calendar when you first subscribe.

Mistake 4: deleting the app without confirming cancellation

Deleting the Shipt app does not cancel your membership. Your subscription will continue to auto-renew, and charges will appear on your card. Always cancel within the app or via email before you uninstall it.

Mistake 5: ignoring a charge that appears after cancellation

If you see a Shipt charge after your cancellation end date, contact support immediately rather than assuming it is an error that will resolve itself. Erroneous charges rarely reverse on their own. Request a refund in writing and follow up if you do not receive a response within 7 business days.

Checklist: cancel shipt safely and completely

Use this checklist to ensure you cancel correctly and leave no loose ends.

• Decide your cancellation date and set a phone reminder for 2 days before.
• Log into your Shipt account and confirm your membership status and renewal date.
• Navigate to your account settings and select "Cancel membership" (not "Cancel order").
• Complete the cancellation flow and receive the on-screen confirmation message.
• Check your email for a confirmation receipt within 15 minutes; check spam and promotions folders if it does not arrive in your inbox.
• Screenshot the confirmation email and your membership page showing "Cancelled" status.
• Wait 24 hours, then log back in and confirm the cancellation status has not reverted.
• Mark the final access date (renewal date) on your calendar so you know when you lose access.
• If a charge appears after this date, contact support with your cancellation confirmation email.
• Keep all confirmation emails and screenshots for 12 months in case you need to dispute a charge with your bank or the Commerce Commission.

Customer reviews and cancellation insights

Real users of Shipt share why they cancelled and what they wish they had known beforehand.

Why customers cancel

Frequent reasons cited in online reviews include inconsistent shopper quality, items arriving late or incomplete, and membership fees that do not justify occasional use. Some customers mention that Shipt works well during quiet periods but becomes unreliable during busy shopping hours. Others feel that paying for a membership on top of already higher supermarket prices (versus shopping in person) removes the value proposition.

Positive feedback from remaining subscribers

Customers who stay with Shipt often cite the convenience of same-day delivery, friendly shoppers, and quick refund processing for legitimate complaints. For elderly customers or those with mobility challenges, Shipt remains a lifeline despite its cost. Working parents also report that the time saved justifies the membership fee.

Cancellation satisfaction

Most users report that the app-based cancellation process is quick and painless. However, some note that they waited days for confirmation or had to cancel twice because the first cancellation did not stick. A small number of customers report charges continuing after cancellation, which required them to contact support or dispute the charge with their bank.

Summary: taking control of your shipt subscription

Cancelling Shipt is simple when you follow the right steps and avoid common traps. You have multiple cancellation routes-the app, email, or phone-and each offers the same outcome: a membership that stops charging you after your final billing period ends.

Remember that your consumer rights do not disappear when you cancel. If Shipt delivered poor service, you can request a refund under the Consumer Guarantees Act. If the company refuses to honour that right, the Commerce Commission is your escalation point. Stopee has helped thousands of consumers cancel subscriptions and recover refunds they believed were lost. You are not alone, and you have more power than you might think.

Document everything-screenshot confirmation emails, take photos of any service failures, note the names of support representatives you speak with. This evidence protects you if you need to escalate your case. Most importantly, do not assume a charge is correct just because it appears on your card. Verify that your membership has truly ended, and if you see an unexpected debit, challenge it immediately.

Whether you are cancelling because Shipt is too expensive, because service quality fell short, or simply because your needs have changed, you deserve a straightforward, hassle-free cancellation experience. Stopee is here to guide you through every step and ensure you reclaim control of your subscriptions and budget. Visit stopee.com to cancel Shipt with confidence, explore other cancellation guides for New Zealand services, and discover how to protect yourself from hidden subscription fees.

Contact information and escalation

Shipt customer support

Shipt does not maintain a New Zealand office or postal address. All customer support flows through US-based channels.

• Email: support@shipt.com
• In-app chat: Available through the Shipt app; select "Help" or "Support."
• Phone: Call from the Shipt app or website (US-based number; international charges may apply from New Zealand).
• Web form: Visit the Shipt Help Centre and submit a support request (help.shipt.com).

If shipt refuses to help

Escalate to the Commerce Commission, which enforces consumer protection law in New Zealand and investigates subscription disputes.

• Email: complaints@comcom.govt.nz
• Phone: 0800 943 600 (free from New Zealand)
• Online complaint form: www.comcom.govt.nz/about-us/contact-us
• Postal address: Commerce Commission, 15 Federal Street, Auckland 1010, New Zealand

When you contact the Commerce Commission, include your Shipt order number, cancellation confirmation email, details of the dispute, and any correspondence from Shipt refusing your refund. The Commission will investigate free of charge and may order Shipt to refund you if the company has breached consumer law.