OrderAhead Support

We want our service to be as simple and convenient as possible, so if you have any questions or feedback, please feel free to contact us anytime.


Ordering

  • Why can I order for pickup and delivery from some restaurants and not others?

    Our relationships with restaurants are all unique, so our offerings may vary from restaurant to restaurant. That said, we're always looking to expand your choices, so stay tuned!

  • Why do some restaurants say "Not accepting orders"?

    Restaurants may choose not to accept takeout orders for a variety of reasons like staff capacity, technical issues, and store renovations. If you have a question about a specific restaurant, please contact our support team at support@orderaheadapp.com.

  • Can I change my order after I place it?

    We'll do our best to accommodate your changes, but it depends on the status of your order at the restaurant (i.e. has the restaurant already started to prepare the original order? can your changes be made given what the restaurant has already started?). The sooner you let us know, the more likely it is that we can help! Please note approved changes may alter your initial delivery time.

  • Can I cancel my order after I place it?

    Like changes, we'll try our best to accommodate, but it depends on the status of your order. Once we send your order to the restaurant, we can't cancel or issue a refund since the restaurant has already started to make the food. If your order hasn't been sent, please call our support team as soon as possible if you'd like to cancel!

  • Can you change my delivery time after I place my order?

    A lot goes into making sure every order arrives fresh and delicious at the time it was requested. Whether you choose ASAP or a custom time for your delivery, we map every detail as soon as you order. Since changing your delivery time will often affect the timeliness and quality of another customer's order, we are only rarely able to change the time after an order has been placed.

  • Is there an easy way for me to place the same order again?

    There is! You can re-place an order in just a few clicks through our "Order Again" feature. All you have to do is go to your "Past Orders" on our desktop or mobile app, find the order you're craving, and select "Order Again".

  • Why can't I "Order Again" from my past orders?

    To prevent you from ordering inaccurate items, we disable this feature when items are unavailable, their prices have changed, or the restaurant is not accepting orders. We apologize for any inconvenience!

  • The restaurant I ordered from has multiple locations, and I accidently ordered from the wrong one. Can you transfer my order to the right location?

    Unfortunately, we aren't able to transfer orders from one restaurant location to another. Once an order has been placed, we aren't able to change the destination of the payment or order details. If you catch the issue early, we'll do our best to cancel the existing order and help you place another at the correct location.

  • Do you offer OrderAhead gift certificates or credit?

    Yes! You can purchase $25-200 of OrderAhead gift credit here. Just enter your recipient's name, the day you'd like him or her to receive your gift, and the credit card you want to use as payment. We'll email you a receipt shortly after you've purchased the credit, and send a customized email to the recipient on the date you've selected!

  • Do you accept gift certificates or coupons on behalf of restaurants?

    Sorry, we can't accept gift certificates or coupons issued by specific restaurants at this time.

Advance Ordering

  • What is Advance Ordering?

    Advance Ordering is a feature that allows you to OrderAhead up to 2 weeks in advance. Need to order lunch for a client meeting next week? Or just want your morning coffee ready when you roll out of bed? We've got you covered.

  • How does it work?

    It's easy as one, two, three:
    1. Search for stores open at the day and time you'd like your order.
    2. Place the order like you would normally. (When adding items to your cart, be sure you're looking at the menu available at the date and time of your order!)
    3. Sit back, relax, and let us take care of the rest. On the day of the order, we'll send you a reminder email with all the details.

  • Can I place an Advance Order for a group?

    Absolutely! Advance Ordering is ideal for groups, especially ones that require a bit of coordination. With this feature, you can place group orders for your office days or weeks ahead.

  • Can I place an Advance Order on my smartphone?

    You can! Advance Ordering is now available on our mobile iOS and Android apps.

  • When will I be charged for an Advance Order?

    You'll be charged and emailed a receipt detailing the transaction as soon as you place the order.

  • When can I add a tip on an Advance Order?

    You can add a tip at checkout or anytime on or before the day the order is completed (up to a week after it was placed!).

  • When will the restaurant receive my order?

    To ensure your order doesn't get lost or overlooked, we'll send it to the restaurant on the day it's set to be picked up or delivered. Rest assured, we'll send it with ample time for the restaurant have it ready when you or your driver arrives.

  • What happens if the store or menu items become unavailable between placing and completing the order?

    There's always a small risk that restaurants may run out of an item or need to stop accepting orders unexpectedly between when you place an order and when they need to start preparing it. We'll do our best to notify you as soon as possible when these situations come up and help you make any changes or other arrangements if needed.

  • How can I edit my order after I place it?

    Please contact our support team if you need to make any changes to your order. As always, the earlier you let us know, the better! We'll do our best to accommodate your changes, but it will depend on the status of your order at the restaurant.

Delivery

  • How far from a restaurant will you deliver?

    It depends on the city, but our delivery range is typically from 3 to 5 miles within the delivery zone. We want your food to be hot and on time, so sometimes we can't deliver as far as we'd like.

  • How long will it take for my food to be delivered?

    While we're working hard to keep our delivery times as low as possible, delivery estimates will vary based on a number of factors like distance, driver availability, and level of demand. You can find the estimated delivery time for an ASAP to your location on the restaurant's OrderAhead delivery page.

  • How much does delivery cost?

    Aside from the cost of food and sales tax, there is a $6 delivery fee on all orders with a subtotal less than $100, plus a small markup on food prices. For orders with a subtotal greater than $100, the delivery fee is $12. That said, we're actively working to bring those costs (and your delivery fee) down!

  • Why is the delivery fee higher for larger orders?

    Larger orders are typically more complex and take longer to deliver. A higher delivery fee ensures that we're able to pay our drivers a fair wage and cover the cost of our delivery operations.

  • Can I track my delivery order?

    Yes! You can track your order with live status updates via our mobile app and website. The "Order Status" feature will appear after you've placed your order. On desktop, you can access it by going into your "Past Orders", selecting "View Receipt" for your recent order, and toggling into "Order Status" at the top right of the screen. On your smartphone, just click into the "Open Order" banner that appears at the top of your screen.

  • Can I set a default address for my delivery orders?

    We don't have default delivery addresses per se, but you can easily save addresses to your account through your Account Settings on our website or mobile apps. Just select the delivery address you'd like saved or "Add New Address", give it a nickname, and press save. All saved addresses will be readily available on the checkout screen.

Pricing

  • When I order pickup, do I pay anything extra for using OrderAhead?

    Nope! When you OrderAhead for pickup, you pay the same price as you would ordering over the phone or in the restaurant.

  • When I order delivery, do I pay anything extra for using OrderAhead?

    Yes, there is a delivery fee plus a small markup on food prices for OrderAhead deliveries. The delivery fee is $6 for orders less than $100 and $12 for orders greater than $100. But please rest assured, we're actively working to bring those costs (and your delivery fee) down!

  • Why are your pickup prices different from what I see at restaurants?

    The prices should be the same! Please email us at menus@orderaheadapp.com, and we will investigate as soon as we can.

  • Why are your delivery prices different from what I see at restaurants?

    Delivery has a lot of associated costs, the biggest of which is taking care of our drivers. In order to cover those costs, we may increase the price of menu items, which varies by location depending on agreements with the restaurant.

  • What is the minimum on delivery orders? Why is there a minimum?

    The minimum for delivery orders is $18 in LA and $15 in all other markets. Maintaining the most reliable and cost-effective service is incredibly important to us. Minimum order sizes help us ensure that our restaurant partners and drivers are best utilized and can continue to bring you your favorite food from your favorite places at a fair price.

Location

  • Where can I use OrderAhead?

    OrderAhead currently serves San Francisco and the Bay Area, Los Angeles, Washington D.C. and select locations throughout the country.

  • How can I get my favorite restaurant on OrderAhead?

    Just send your restaurant request over to us at feedback@orderaheadapp.com, and we'll do our best to add it to our selection. In the meantime, feel free to suggest OrderAhead directly to the restaurant next time you visit!

  • When will OrderAhead launch in other cities?

    Soon! We're growing quickly. If there's a city in particular that you'd like to see us in, let us know at feedback@orderaheadapp.com.

Payment

  • How do I add or remove a credit card on my account?

    You can add or remove a credit card in through the Account Information settings on your iPhone or Android device and in the Payment Cards tab on the OrderAhead website.To add a card, select "Add New Card" or the credit card icon with a plus sign. To delete a card, click on the card you'd like to remove and select "Remove Card" or the trash bin icon.

  • Can I pay in cash?

    We only allow payments via credit card on our app. This includes driver and restaurant tips. On the bright side, you'll never have to stress about cash!

  • I used the wrong or an expired credit card on my order. Can you transfer the charge to a different card?

    Unfortunately, we can't transfer a charge once an order has been placed. If you'd like to cancel your order, please call or text our support team at (650) 503-3279.

  • How will my OrderAhead order show up on my card or bank statement?

    OrderAhead orders will show up on your statement as "OrderAhead" plus the name of the restaurant you ordered from (up to 25 characters). If you tip at checkout, the charge will post to your account immediately. If you don't tip or wait to add a tip later, the charge will show as pending for up to 24 hours. You may have two pending charges after you place a tip; however, the original charge will fall off, and only one of the charges will actually post to your account.

  • Is my credit card information secure?

    Absolutely. We take your security very seriously. Your information is always securely transmitted, and your credit card details are never shared with restaurants. In fact, no one on our team has access to anything but the last four digits of your card number and the expiration date.

Tips

  • Do I have to tip?

    Nope, just like dining in at a restaurant, you're never required to tip. But if you're happy with the service, our restaurants and drivers would definitely appreciate it if you did!

  • I already tipped. Can I add an extra tip?

    Because of how our payment processor captures payments, we currently cannot accept an additional tip after the first one has been paid. However, you can add your initial tip up to one day after placing your order by selecting the "Tip Later" option at checkout. To add a tip later, just click into your order receipt in the app or on our website, and select your tip amount.

  • Can I tip my driver in cash?

    To ensure a fair wage for all of our drivers, we do not accept cash tips. However, 100% of the delivery tip you add through our app will go to your driver.

  • Where do tips on delivery orders go?

    100% of your tip will go to your driver. This is a great way to let drivers know how they did!

  • Where do tips on pickup orders go?

    We give you the option to split your tip between the restaurant and us here at OrderAhead. It's totally up to you where your money goes, and you can even set a default preference through your account settings on our mobile app.

  • Why am I given an option to split my tip when I order pickup?

    This was a feature that was requested by some of our users early on. If you'd rather not tip us, just move the slider all the way over to the right, and 100% of your tip will go to the restaurant. It's totally up to you!

  • I wanted to just tip the restaurant, but I forgot to adjust the slider. What do I do?

    Just email us at support@orderaheadapp.com. We can make sure your tip goes exactly where you want it to.

Order Status

  • How do I know my order went through?

    If your order went through, you should spot a record of it in your Past Orders and receive an email receipt within a few minutes of placing it.

  • What if I didn't receive an email receipt?

    We hate to say it, but try checking your spam folder. Sometimes our emails sneak in. If you don't have any luck there, it could be the result of the email domain you're using. Our automatic email systems sometime have issues with certain domains like @me.com, @mac.com, and @icloud.com. If possible, changing the email address on your account to another domain is the best way to ensure you receive email receipts in the future. If you still have questions, please email us at support@orderaheadapp.com.

  • Why does my order say "Waiting to Send" to the restaurant?

    To ensure your order doesn't get lost in the mix and is hot and fresh when it gets to you, we sometimes wait to send it over to the restaurant until closer to the pickup time. But don't worry, we still leaving ample time for the restaurant to have your order ready for the pickup or delivery time you requested.

  • Why are you "Waiting to Send" my order when I requested ASAP delivery?

    Delivery times are based on the time the restaurant needs to prepare your order as well as our drivers' availability. When there are no available drivers at the time you place your order, we'll often wait to send the order to the restaurant to ensure that it's hot and fresh when your driver arrives to pick it up.

  • I'm not receiving automated texts with order status updates, what should I do?

    You can manage your text preferences by logging into your account on our website and clicking into your Profile Settings. From there, select "Manage Notification Preferences" and make sure "Receive notifications about order status" is selected. If this is already enabled, please double check the phone number on your account.

  • My order is late! What should I do?

    A member of our support team should reach out shortly if they haven't already. If no one has contacted you and it's past your delivery time, please text us at (650) 503-3279, and we'll do our best to make it right!

Refunds

  • What is your Refund Policy?

    Your satisfaction is our #1 priority. If there's a problem with your order, please email us at support@orderaheadapp.com.

  • My order was wrong or missing an item, and I'd like a refund. What do I do?

    Email us at support@orderaheadapp.com. We'll talk to the restaurant and take care of everything for you.

  • I don't like the way the restaurant prepared the food. Can I get a refund?

    We'll do our best! Refunds given for food quality are at the discretion of the restaurant.

  • How will it take for my refund to be processed?

    Refunds can take up to five business days to process and show up on your bank statement. If your refund isn't reflected within five days, please contact our support team and we'll look into it ASAP.

Driving

  • How can I sign up to drive for OrderAhead?

    So happy you asked! If you're looking for an opportunity with a flexible schedule and great pay, you can apply here. A member of the OrderAhead team will follow up in 1-2 business days.