Frequently Asked Questions

Eligibility requires you to:

• Be age 18 or older.
• Have an unexpired, valid driver’s license issued by a province or territory in Canada (Ontario G license or equivalent ).
• Have a clean and reliable vehicle.
• Provide proof of valid auto insurance policy for the vehicle you will use, which includes: your name, expiration date, and vehicle information.
• Have a smartphone with a camera and GPS capabilities, as well as a Canadian phone number.
• Be authorized to perform services as an independent contractor in Canada.
• Pass a background check.
• Not be an employee of Walmart or its subsidiaries.

As part of your application through the enrollment form, you will be expected to provide information, such as your legal name, phone number, email address, mailing address, and Social Insurance Number (SIN).

Sign in to the online portal you created during the enrollment process to check your application status. On the homepage under Enrollment Checklist, your enrollment status is displayed. If you need further assistance, click on Support at the top of the page to contact us.

You can sign in to the Spark Driver App once you've been approved as a driver. After approval, you will receive an email with instructions to sign in, including your password and other relevant details.

You can call Spark Driver Support at 1-833-293-1253 for order and delivery issues. They are open from 5:30 AM to 1:00 AM ET, 7 days a week.  

Currently, you could receive offers from Walmart locations in Canada including the Peel Halton Region, London, GTA, Durham Region, Hamilton-Burlington Region, Niagara, St. Catherine's, Waterloo Region, Ottawa, Barrie, Edmonton, Calgary, Surrey, Vancouver, Burnaby, Halifax, Dartmouth, Bedford, Coquitlam, Maple Ridge, and Winnipeg. Stay tuned, more areas will be coming soon! 

Yes, as an independent contractor driver you may drive for any delivery service provider you choose. 

You can use any car that is able to transport orders safely and reliably to customers, accommodate the size requirements of the order, and keep the order secured and covered. Motorcycles, bicycles, motorized bicycles, and motorized scooters do not provide adequate space to complete deliveries on the Spark Driver App. 

The Spark Driver app is available on both iOS and Android mobile devices. For optimal use, we recommend using iOS 13.0 and newer or Android 6.0 and higher. Additionally, all devices should have a camera with flash and GPS location services. Note that pre-paid devices will not support the Spark Driver App.

The best way to ensure you are on the most up-to-date App is to check the App store on your device. There you will see the version number of the latest App available for download, which you can cross-check with the version you are using by clicking on the ‘Settings’ menu on the bottom of your Spark Driver App home screen. Depending on the nature of the new App release, you may also see a direct notification prompting you to download the updated App version as well. 

The Spark Driver team will email you information on the latest Spark Driver platform updates, including new App features, program changes, and process updates. 

You can reset your password at any time by following these steps:

1. Sign out of the online portal and go to the login page.
2. Select ‘Forgot Password’.
3. You will be prompted to enter your username – this is the email you used to setup your account. We'll send a one-time verification code to your registered phone number and email so you can reset your password.
4. Enter the code received and click ‘Verify & Proceed’.

First try logging out of your App and logging back in. If this doesn't work, follow the additional troubleshooting steps below:

• Verify that your phone has the latest version of its operating system
• Double-check that your Spark Driver App has been updated to the latest version
• Try turning off the phone completely and restarting

Once restarted, if you still receive an error when logging into the Spark Driver App, call Spark Driver Support at 1-833-293-1253.

If you no longer wish to drive on the Spark Driver App, you can simply delete the App from your device and re-download from your App Store if/when you’re ready to come back.

As a driver, you will be paid for each delivery you complete. Each offer will list the minimum amount you will receive for completing the delivery. Deliveries are considered complete when the order is dropped off with the customer or returned to the store, if you are unable to complete drop-off to the customer.

The Spark Driver App pay model is designed to ensure the earnings you receive are fair

and transparent. The earnings are based on the trip earnings (delivery fee) and may also include incidentals and tips.

Trip earnings

Trip earnings are the base earnings amount for completing the delivery. They reflect the specific task of picking up and delivering the order from the store to the customer’s location. Additional pricing may be added during periods of high demand, for larger orders, or for certain locations and/or times of day.

Shopping earnings

Shopping earnings are influenced by several factors, including the order type (Express vs. Regular) and the size of the order (number of units and unique items). For information about cancellation earnings, please refer to the questions later in this section.

Expenses

These additional earnings are meant to help reimburse some of the expenses incurred during delivery. These earnings may not cover all your costs – as an independent contractor, you are responsible for managing your expenses.

Incidentals (if applicable)

You may receive additional earnings, called incidentals, if you experience delays at pick-up or while completing deliveries.

Incidentals are calculated on a weekly basis, based on your total engaged time for the entire week, rather than on individual trips. This means delays are reviewed in aggregate across all completed deliveries during the week, not evaluated or paid out per trip.

Any applicable incidental earnings are calculated after the week ends and will appear as “Incidentals” on the Earnings tab of the Spark Driver App.

To ensure your engaged time is accurately reflected, please swipe correctly in the app throughout your delivery journey, including at pickup and completion.

Tips

If a customer adds a delivery tip to their order at check-out, then you will see the tip in addition to earnings and expenses in the offer. Drivers receive 100% of any tips earned for a successfully completed delivery. Additionally, Walmart customers may choose to provide a cash tip at the delivery address.

You do not have to request incidental earnings; the app will automatically calculate it. Trip Earnings in the offer price already take potential delays into account, such as time spent at the store, traffic, and returned orders. If there are additional delays, the app will automatically calculate additional earnings (if applicable) and show the amount on the Completed Trips and Earnings tabs of the Spark Driver App within 24 hours of delivery completion. If you encounter any challenges while delivering an order on the road, please report them to the Spark Driver Support team at 1-833-293-1253.

If you cancel an order before you confirm arrival at the store you will not receive trip earnings or expenses.

If you cancel an order after confirming your arrival at the store, you will not receive the full estimated trip earnings and expenses. You will receive a prorated reduced amount according to the time you spent on the trip and for associated expenses.

If you accepted an offer with batched orders and one of the batched orders gets cancelled, the offer price will be automatically updated to reflect the remaining order.

If you arrive for pick-up and discover that the order in your offer has been cancelled, you will receive a a prorated reduced amount according to the time you spent on the trip and for associated expenses. You will not receive the full estimated trip earnings and expenses.

If you are unable to deliver an order to the customer, and then return that order to the store, you will still receive Trip Earnings, Expenses including the return journey, and Incidentals (if applicable), but no tip will be included in your earnings.

Income taxes are not deducted from your earnings. You are responsible for any deductions required by law.

Drivers who are registered as a business with the CRA can collect sales tax by providing their information on the online portal. If you wish to register as a business, sign into the online portal, click on your initials in the top right corner, then click on ‘My Profile’. From there, scroll down to the bottom of the page and click on ‘Register as a Business’. After providing this information, you will begin to see sales tax (e.g. GST/HST) reflected in the earnings breakdown starting from the next payment cycle.

The ‘Spark Now’ feature will give you access to real-time offers, indicating that you are interested in receiving offers. Without ‘Spark Now’ turned on, you will not receive any offers for deliveries.

Click the ‘Spark Now’ icon in the top right corner of your Spark Driver App to set your timeframe and turn on.

To update your selected timeframe or turn off ‘Spark Now’, simply click the home screen icon again to change your settings or use the ‘Turn Off’ button to disable.

No, since offers are sent directly through the Spark Driver App as they become available, there is no need for you to wait at a Walmart store.

The number of offers you receive on any given day will vary based on the order volume within your area and the number of drivers in your area. Just as these factors fluctuate from day to day, so will the number of offers you receive. Be sure to turn on 'Spark Now' to receive offers at the most convenient times for you!

Keep in mind that offers depend on the order volume and will vary from day to day. If you experience a prolonged period of no offers, try the troubleshooting steps below to identify any potential issues:

• Make sure that you have turned on 'Spark Now' in the Spark Driver App
• Check that you have the latest version of the Spark Driver App downloaded
• Make sure your device settings allow notifications and location access for the Spark Driver App
• Log out of the Spark Driver App, restart your device, and log back in

If you are still having issues after trying the above steps, please call Spark Driver Support at 1-833-293-1253 to report the issue.

Yes, if you need to cancel an accepted trip for any reason, you can do so directly through the Spark Driver App, as outlined below.

• If you have accepted an offer but have not started the trip, click into the Trip Details screen, swipe ‘CANCEL TRIP’ and ‘YES, CANCEL TRIP’ to continue. Then select the appropriate reason code from the list of provided options.
• If you have started a trip but have not arrived at the store or if you’ve arrived at the store but have not picked up the order, click the ‘Help’ button from the home screen, select ‘Cancel Current Trip’ and swipe ‘YES, CANCEL TRIP’ to continue. Choose the appropriate reason code from the provided options.

Some grocery orders will require the use of an insulated bag to ensure food safety standards. You can use an insulated bag of your choice that meets these standards. The bag must be in serviceable conditions (e.g., clean, there are no rips or tears, and the bag can be closed). 

Both! While the majority of orders come from residential customers, individuals may choose to have items delivered to other locations as well, including businesses.

Follow the directional signs throughout the parking lot to the PickUp area, park your vehicle in any reserved space, and a Walmart associate will load the order into your vehicle.

Follow the Pickup Instructions in the Spark Driver App. These instructions will pop up after you click or swipe ‘START TRIP’. It will provide the store phone number to call after you arrive. 

Additionally, the app will prompt you to select your parking spot number. This prompt will appear after you swipe ‘CONFIRM ARRIVAL’ (double-check that you are within 100m from the store address before swiping). You can change your parking spot number by clicking on the arrow next to your selected spot. 

Ask a store associate to help if you are waiting longer than usual for the order. If you are unable to find a store associate, call Spark Driver Support at 1-833-293-1253. 

When picking up a curbside delivery order, a Walmart store associate will bring the order contents directly to your vehicle and will place them inside. Fragile items may be placed separately in your front seat to ensure nothing gets broken or damaged in transit.

With batched orders, you can pick up and deliver two or three orders at the same time. Offers with batched orders will indicate "2 orders" or "3 orders" under the store name and number. After accepting the offer and arriving at the store, you will pick up all orders at the same time. After delivering the first order, the app will automatically switch to delivery of the subsequent orders.

When an order is cancelled/removed within a batched trip, the trip will adjust to the remaining order(s). The pay will update when the offer is refreshed or after it is accepted.

If you need to cancel a trip after the offer is accepted/updated, you can do so through the Spark Driver App. Before starting the trip, simply go to the Trip Details screen, swipe ‘CANCEL TRIP,’ and confirm your cancellation by selecting a reason code. If you’ve already started the trip but haven’t picked up the order, use the ‘Help’ button on the home screen to cancel. Always choose the most accurate reason code to help us improve the process.

Scanning at pickup and drop-off confirms each order is handled correctly, improving delivery accuracy.

Once at store pickup, and once again at customer drop-off — at least one label per order.

Troubleshoot the Spark Driver App, check lighting, clean your camera lens, and try again; If the issue continues, contact Spark Driver Support before proceeding.

Yes, customers must be home to receive all grocery deliveries. If the customer has indicated a 'leave at door' delivery (i.e., leave order at their doorstep), make visual or verbal contact with the customer to confirm they are home before completing the delivery.

Houses and town houses may have doors that open outwards. Please place deliveries to the side of the door to ensure there is ample space for customers to open

the door.

Deliveries should only be left at the address provided in the Spark Driver App. If the customer is requests re-delivery to an address other than what is listed in the order details, please advise them to cancel the original order and place a new order for delivery to the preferred alternate address. In these instances, the order should be returned to the store.

To ensure clarity and accuracy, ideally delivery proof photos should show the delivered groceries and, if applicable, the customer's address, e.g. the house/apartment/condo door number. Please note it is essential to respect the customer's privacy by not including any personal images or details of the interior of the customer's property.

After you complete uploading the photo and swipe 'Complete Drop-off' on the Spark Driver App, notify the customer by ringing the door bell or gently knock the door. 

If you are unable to deliver an order, simply follow the prompts in the Spark Driver App to return the order to the store pick-up location.

Remember that grocery orders should be returned to the store if the customer is not home or refuses to accept the delivery. 

Drivers may NOT enter a customer's home or place of business while dropping off a delivery, even if requested by the customer. Orders should be dropped off at the customer's doorstep, which may require entering apartment buildings or complexes.  

Your safety and security are important to the Spark Driver Team, and we want to ensure that you always feel comfortable while delivering for Spark Driver. If you encounter a situation that you believe threatens your personal safety or poses potential harm, please first call the local authorities (911) or your local non-emergency assistance line. When you are safe, report the incident to Spark Driver Support at 1-833-293-1253.

You can report customer concerns to Spark Driver Support at 1-833-293-1253.

No. Pets and service animals are not permitted due to food safety requirements. 

You may wear your preferred attire, in accordance with service level standards, while delivering through the Spark Driver App. 

You can take these steps if you’re unable to check-in at the store or

customer’s location:

• Confirm you’re using the latest version of the Spark Driver app.
• Make sure location settings are enabled for the Spark Driver app.
• Try getting closer to the destination location and retry.
• If none of the steps above work, please contact Spark Driver Support for help.

If you are involved in an accident after you have swiped ‘START TRIP’ in the Spark Driver App, please contact Spark Driver Support at 1-833-293-1253 and provide details of the order you are delivering. Contact your local police and/or emergency resources and insurance provider, as well, if necessary or required by law.

The customer’s drop-off notes may indicate the best spot for parking. If you continue to have troubles, call the customer to coordinate a drop-off spot.

If you are unable to scan an item, you can use the manual entry option in the app to enter the item’s UPC and quantity.

The UPC can usually be found below the barcode on the product packaging. If needed, you may ask a store associate for assistance.

If you are unable to locate an item, first check the aisle and surrounding areas. If the app provides a secondary location, try locating the item there as well. If the item still cannot be found, ask a store associate for help.

If the item is unavailable, follow the prompts in the app to either mark “CAN’T FIND ITEM” or select a substitution.

For weighted items such as produce or meat, place the item on the store scale and follow the in-app instructions.

If digital scan is available:

• Scan the QR code from the scale using the app 
• Verify the weight shown before confirming 

If digital scan is unavailable or fails:

• Manually enter the weight shown on the scale 

Always ensure the selected item, weight, and quantity are correct before proceeding.

Customer preferences will be shown in the app. If a preferred substitution is available, follow the recommendation shown. If substitutions are not allowed, mark “CAN’T FIND ITEM” and continue shopping.

When you manually enter or substitute an item, the system will check whether the item is a valid match based on similarity (such as type, size, and price).

If the item is accepted, it will be processed as part of the order. If not, the app will prompt you to select a different item or continue shopping.

If no suitable substitution is available, mark “CAN’T FIND ITEM” and continue shopping. There is no need to contact the customer or Driver Support. Please follow the app instructions and continue shopping.

No, the app provides an optimized shopping order to help guide you through the store, but you may shop items in any order you prefer. You can return to the suggested order at any time in the app.

If you choose to shop out of sequence, it is recommended to pick temperature-sensitive items such as frozen or chilled items closer to the end of your shopping trip. This helps ensure food safety.

When shopping, aim to select items that you would feel comfortable receiving yourself—fresh, intact, and safe to consume.

• Choose the freshest available options, especially for perishable items
• Avoid products that appear expired, damaged, opened, or spoiled
• Use extra care with produce, refrigerated items, meat, dairy, and eggs

If you accidentally scanned a recalled, damaged, expired, or non-compliant item, do not proceed with that product. Remove it from your cart and replace it with a safe and compliant shelf item.  If no suitable option is available, follow substitution guidance or mark the item unavailable.

No, all orders are prepaid by the customer. You do not need to scan items or make any payment at checkout.

Follow the instructions in the app when bagging items, and please ensure you input the total number of brown paper bags you used. Make sure items are packed securely and organized to prevent damage during delivery.

After you finish shopping, the app will guide you through the checkout process. At the self-checkout register, scan the checkout barcode displayed in the Spark Driver App to begin checkout. You do not need to scan the shopped items individually at the point of sale.

Store associates may perform a cart review during checkout. Once the cart review is completed, the Spark Driver App will display an exit pass for the order. Please keep the exit pass visible until you leave the store and follow any instructions provided at checkout.

Cart reviews, including scanning some items in the shopping cart, are part of the checkout process to help confirm order accuracy. Personal items should be kept separate from Spark Shopper orders and must be paid for separately during checkout. If a store associate asks questions about items in your cart, simply let them know the order is part of a Spark Shopper trip and follow their instructions.

Drivers can be deactivated from the Spark Driver App if they violate the Spark Driver Mobile App Terms of Use, including service level standards. Violating service level standards includes ‘Red’ status in the My Metrics program. 

Green Colour Status

• The green level means that you are surpassing expectations on the Spark Driver platform. 
• Thresholds: On-Time Arrival: >95%, Completion Rate: >95% 

Orange Colour Status

• Scores in the orange level indicate that you’re meeting the established requirements. 
• Thresholds: On-Time Arrival: 65-95%, Completion Rate: 80-95%

Red Colour Status

• The red level shows that the minimum service level standards are not being met. Red zone status can result in deactivation.  
• Thresholds: On-Time Arrival: <65%, Completion Rate: <80%