Merchants and delivery people do their best to fulfill every order on time. External factors like heavy traffic, bad weather conditions, or a busy merchant can cause delays.
Two times will be displayed when your order is placed:
Estimated Time of Delivery - This is the earliest expected time your order will be delivered, and may change during your order due to external factors.
Latest Arrival By - This is the best estimate for your order’s latest delivery time based on previous and similar orders. We do our best to be as accurate as possible, but it may not be correct 100% of the time.
Orders that arrive before the Latest Arrival by Time will be considered on time and will not result in credits or refunds when contacting support.
If you have concerns about the status of your order or your order is past the Latest Arrival by Time, please reach out to us for support. Please make sure to contact us within 48 hours in order for us to provide the best possible support experience. After this timeframe, we may be unable to provide a refund or other resolution.
Remember, you can check your order status in the app!
Once a delivery person is matched with your order, you’ll be able to track their location on an in-app map. When they’ve picked up your order, you can contact them by tapping the phone icon that appears at the top right of the order status screen, then choosing between calling or messaging them.
NOTE: If your delivery person arrived, attempted to contact you, and could not deliver the order, you are charged for the order. In these instances, we can’t provide a refund.
If you wish to cancel your order due to delays: