FAQs

How does this work?

Shop Express is an online grocery shopping and delivery service. You shop for the items you need and pay for them using our website. You will also specify the day and time you'd like to have the goods delivered.

A trained Personal Shopper will then go to a local grocery store to pick up the items you ordered. We only shop at the major grocers on the island. You will be notified when your Personal Shopper is at the store and they will be in communication with you to discuss missing items, substitutions or damaged goods. Once the shopping is complete, your goods will be delivered to the address you gave upon checkout.

How do I order groceries?

You can order your groceries online using your desktop or mobile browser by going to www.shopexpressskb.com.

After you have signed up or logged in, add items you want to your cart using the “add to cart” button. Once you’ve added everything you need, go to the cart and verify your quantities and then click “Checkout”. Choose a payment option, verify your delivery address, pick a delivery time, and place your order!

How can I contact customer service?

You can contact us via phone or WhatsApp at 869-664-6093. You can also email us at info@shopexpressskb.com or send us a message via our social media (Instagram or Facebook: @shopexpressskb).

Where can I find your terms and conditions?

You can find that here.

Is there a minimum order?

No, you can order as little as you want.

Can I place a pickup order?

Unfortunately, not at this point in time.

What if I can’t find something I want in your store?

Please specify what you’d like in the order notes section upon checkout and your personal shopper will try to get it for you. We’ll then try to have that item added to the online store for next time you want to place the order.

What if I can’t find something I want in your store?

Please specify what you’d like in the order notes section upon checkout and your personal shopper will try to get it for you. We’ll then try to have that item added to the online store for next time you want to place the order.

What if the store is out of something that I ordered?

Your personal shopper will be in touch with you to discuss all out of stock items and available substitutions. You can have them bring a substitution and we’ll refund or bill you for the difference. If you choose not to substitute an item, we will refund you for that item.

How do I add a note to an order?

Upon checkout, you will have an order note section after you’ve selected your delivery date and time.

What do I put in the Order Notes?

You can put in helpful delivery instructions (blue house on left) or instructions for items (I prefer my bananas a lil green). You can also mention items that you’d like which we may not have had available on the store (can you also get a small box of ‘item a’).

Can I add items to my order after I have placed it?

Yes, you can. You will have to communicate with your Personal Shopper what you’d like to add and we’ll bill you for the additional items before delivery.

How can I know the status of my order?

After you’ve placed your order, you will be notified via text and email when your Personal Shopper is about to begin shopping. Once they begin, they will contact you to introduce themselves. From that point, they will be in touch with you to let you know of any issues with your items and also when they are on their way to make delivery.

Please keep your phone close once they have begun shopping for you. If you won’t be available please leave a note so your Personal Shopper knows not to disturb you.

Can I order alcohol?

Yes, you can, but upon delivery you must show valid ID to verify you are 21 yrs of age or older. If no one at the delivery address is 21 yrs or older, the alcohol will be returned to the store and you will be refunded for alcoholic items.

How much do I tip?

You can tip as much as you’d like. Your Personal Shopper receives 100% of your tip and will greatly appreciate it.

What items are you restricted from delivering?

We do not deliver tobacco, gift cards, prescription medication, propane tanks, or lottery cards due to legal restrictions.

Can a shopper pick up my prescription medication?

Unfortunately no.

Where’s my receipt?

Once your items have been delivered, you will receive a digital receipt. We do not give store receipts to customers to avoid potential fraud.

How do I cancel my order?

You can cancel your order up to 4 hrs before your scheduled delivery time.

What days and times can I get groceries delivered?

We deliver groceries 7 days a week. You must place your order 2 hrs or more in advance of the following delivery times.

  • Monday - Friday Slots:

    10 am – 11 am, 12 pm – 1 pm, 3 pm – 4 pm, 6 pm – 7 pm

  • Saturday Slots:

    10 am – 11 am, 12 pm – 1 pm, 3 pm – 4 pm, 6 pm – 7 pm, 8 pm – 9 pm

  • Sunday Slots:

    10 am – 11 am, 1 pm – 2 pm, 4 pm – 5 pm

What are your delivery fees?

The delivery fee depends on your delivery location.

  • Frigate Bay / Bird Rock / St. Peters $30

  • Basseterre – Keys $30

  • Cayon – Tabernacle $35

  • Challengers – Half Way Tree $35

  • Sandy Point – Saddlers $35

  • Peninsula $40

  • Basseterre – Boyds $30

  • Basseterre – Boyds $30

  • Basseterre – Boyds $30

Where do you deliver to?

We deliver to the entire island of St. Kitts (coming soon to Nevis).

  • Frigate Bay / Bird Rock / St. Peters $30

  • Basseterre – Keys $30

  • Basseterre – Boyds $30

  • Cayon – Tabernacle $35

  • Challengers – Half Way Tree $35

  • Sandy Point – Saddlers $35

  • Peninsula $40

Can I have groceries delivered to family or friends?

Of course! You can send groceries to anyone on St.Kitts. Be sure to enter their address info for delivery.

Will Shop Express deliver groceries to a business?

Yes, we do. Enter the appropriate address info for delivery.

After my order was delivered, I found out that I was missing item(s) from my order. What should I do?

We do our best to catch all missing items and refund you for those which would be reflected in your digital receipt after delivery.

However, sometimes the personal shoppers make mistakes. If you find you’re missing an item and we did not refund you for that item, please contact us at 869-664-6093 or send us an email at info@shopexpressskb.com and we will get it rectified as soon as possible.

There are damaged item(s) in my order. What should I do?

However, sometimes the personal shoppers make mistakes. If you received damaged goods we will return and collect the items and give you a refund. Please contact us at 869-664-6093 or send us an email at info@shopexpressskb.com and we will get it rectified as soon as possible.

What if I am not home in time to receive my delivery?

If you know you won’t be home when placing your order, you can specify to leave your items at your door in the order notes section. Your Personal Shopper will take a picture upon delivery and send it to you via WhatsApp for proof of delivery.

If you didn’t specify this and no one is at the delivery address, we will attempt to give you a call and leave a message to find out how far away you are. Personal Shoppers are only allowed to wait 5 - 10 mins past your selected delivery slot.

Is there a maximum number of deliveries allowed in a day?

No, you can order as much as you want.

What forms of payment do you accept?

We accept all major credit and debit cards. We do not accept cash or checks.

Why was I charged a different amount from the original total?

The final charged amount will always reflect the cost of the items that you received. There are several reasons that this charge could be more or less than the original total.

  • Out of stock items - items that are out of stock in the store will be removed from the order, reducing the final charge.
  • Substitutions - if the item you requested is out of stock and an adequate substitution is selected by the shopper, you will be charged for the price of the substituted item
  • Added Items - items you requested your Personal Shopper to pick up after placing the order will be added to your original order total.

What is the refund policy?

If an item is missing, damaged or incorrect in your order, we can issue you a refund, but these must be reported within 3 days after delivery.

If an item is damaged or incorrect, we will pick up the items the following day before issuing the refund. If there is an issue with an item, please contact us at 869-664-6093 or send us an email at info@shopexpressskb.com and we will get it rectified as soon as possible.

How can I reset my password?

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Can I change the email on my account?

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How do I add another delivery address?

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What if I don't have a cell phone or mobile device?

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Can I log in on my computer?

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How can I apply to be a Personal Shopper?

We are not currently looking for new shoppers, but when we do, we usually post to all of our social media channels so keep an eye out there.

What are the requirements to become a Personal Shopper?

We currently require our shoppers to be at least 18 years of age, have a reliable vehicle, have valid car insurance, and a valid St.Kitts & Nevis driver's license.

Can I drive someone else's car while shopping with Shop Express?

You do not have to own the car you drive while shopping with us. However, you do have to be insured on the policy that covers that car. If you are not an insured driver on the policy for the vehicle, you cannot use that vehicle while working with Shop Express.

Does it cost anything to start shopping/be a Personal Shopper?

No, it doesn’t.

How do shoppers get paid?

Payment for shoppers is processed via direct deposit at any banking institutions that offer online banking.

What if I need to take time off?

While working as a Personal Shopper, you are a contractor and determine your hours. You work when you want.

With that said, once you’ve started an order, you MUST complete and deliver that order first.

Is there a minimum amount of orders I have to take per week? Per month?

Nope.

Will I get reimbursed for mileage or cell phone data usage?

At this time, we do not reimburse shoppers for these.

Can my sister/brother/spouse/friend/parent/child accompany me to shops?

Unfortunately, they cannot. At this time, shopping is a solo mission. Shop Express Personal Shoppers may not bring anyone with them, including another approved shopper. Only the approved shopper who has claimed the order is permitted to shop for and deliver to the customer.

Can a Shop Express customer request me as their shopper?

Most definitely! If you have a customer that mentioned wanting to have you as their shopper every time, have them note this in their order notes and send us an email at and we’ll make a permanent note of their preference.