OrderAhead Support

We love our users, so feel free to contact us anytime with comments, questions, or concerns.

Ordering

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

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

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

    There is a $6 delivery fee, plus a small markup on food prices. For larger orders, there is a higher delivery fee. That said, we are continually working towards keeping our prices as low as possible!

  • 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.

  • Why can I order for Pickup and Delivery from some restaurants and not others?

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

  • Can I change my order after I place it?

    We'll do our best to try, but usually not. It depends on whether the restaurant has started preparing your order already. The sooner you let us know, the more likely it is that we can help.

  • Can I order a few days in advance?

    Not yet, unfortunately! We only do same-day ordering.

  • How do I know my order went through?

    You should receive an email receipt from us within five minutes of placing your order.

  • What if I did not receive an email receipt?

    Try checking your spam folder. If it's not there, email us at support@orderaheadapp.com or call us at (650) 503-3279.

Tips

  • Do I have to tip?

    Nope, you are never required to tip! But if you’re getting delivery, we know your driver would definitely appreciate it if you did. :)

  • When I tip through the app on my pickup order, where do my tips 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!

  • Where do the tips on my delivery orders go?

    100% of your tip will go to your delivery driver.

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

    It's a feature that was requested by some of our users, and we always try to listen to those requests! If you’d rather not tip us, just slide the slider all the over to the right, and it’ll all go to the restaurant. It's entirely 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 go.

Payment

  • Can I pay in cash?

    Our goal is to make getting food as effortless as possible, so we only allow payments via credit card. That way, you don’t ever have to stress about cash!

  • How do I add another credit card?

    Credit card information is available in the Account tab for iPhone and Android, or under "Payment Cards" on the OrderAhead website. You can add additional cards there.

  • Can I delete a card?

    Absolutely. To delete a card from the app, simply select the card and tap the Remove button. Online, click on "Payment Cards," select the card you would like to remove, and press "Remove Card."

  • Is my credit card information secure?

    Absolutely. We take security very seriously. Your information is always securely transmitted, and your credit card details are never shared with restaurants.

Refunds

Delivery

  • What is OrderAhead Delivery? How is it different?

    OrderAhead wants to make ordering food simple and convenient. For many, this means delivery. To make your life easier, we maintain our own fleet of drivers to deliver you food from restaurants that don't offer it themselves.

  • My order is late! What should I do?

    Call us at (650) 503-3279, and we'll do our best to make it right.

  • Can I track my delivery order?

    Yes! You can track your order with live status updates via our mobile and web apps. 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.

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

    While we're working hard to keep our delivery times as low as possible, delivery times will vary based on a number of factors, like distance, driver availability, and the level of demand.

  • How much does delivery cost?

    Aside from the cost of the food and sales tax, there is a $6 delivery fee, plus a small markup on food prices. That said, we are continually working towards keeping our prices as low as possible!

  • How far away do you deliver?

    It depends on the city. We want your food to be hot and on time, so sometimes we can't deliver as far as we'd like. Overall, our range is usually between 3 to 7 miles.

Locations

  • How can I request to get my favorite restaurant on OrderAhead?

    Just send it over to us at feedback@orderaheadapp.com, and we'll see what we can do! :)

  • Where can I use OrderAhead?

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

  • When will OrderAhead launch in other cities?

    Soon! If there's a city you would like us to expand to, definitely let us know at feedback@orderaheadapp.com.