Orders
Payments
Delivery times
Refunds & cancellations
Account help
Order tracking
STAGE 01
Order confirmed
Once the vendor accepts your order, you'll see a confirmation. You can track it from the Orders page or the link in your SMS.
STAGE 02
Preparing
The vendor is cooking your food. Estimated prep time is shown in the tracker and updates as the vendor marks progress.
STAGE 03
Rider assigned & picked up
A rider is assigned automatically. You'll see their name and live location once they pick up your order from the vendor.
STAGE 04
On the way
Watch your rider move toward you in real time. The ETA band shows the expected arrival window, not just a single time.
STAGE 05
Verified handoff
At delivery, give your 4-digit handoff code to the rider. They enter it to confirm a verified, secure delivery.
Your handoff code is private
We never send your 4-digit handoff code to the rider through any channel. Only you see it, and you give it verbally at the door for a verified delivery.
If something goes wrong
My ETA keeps changing
Traffic, weather, and vendor prep can shift the window. If the delay is excessive (more than 30 minutes past the window), use the live chat in the tracker to reach support.
My rider isn't moving
Rider location updates every few seconds. If the marker hasn't moved for 10+ minutes, message your rider in the tracker, or contact us via live chat.
My order arrived wrong or incomplete
Raise a dispute from the order in your Orders page within 48 hours of delivery. Include what was wrong and we'll review it.
I can't reach my rider
Use the in-tracker chat first. If there's no response, contact support through the tracker or the Help Center.
Customer help desk
Tell us about your order or account. Never include passwords, payment PINs or handoff codes.
Signed-in customers can read responses here. For requests sent without signing in, keep your reference for follow-up.