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Refunds & missing items (Food)

How we handle food order issues, refunds, replacements, and support requests.

We want every order to arrive correct, safe, and enjoyable. If something goes wrong, we’ll make it right as quickly as possible.

This page covers common issues such as missing items, incorrect items, quality issues, and delivery problems.

Need help right now?

Visit Support to report an issue, or Track an order to view live status.

Common issues we cover

We’ll generally offer a refund, credit, or replacement depending on the situation.

Missing items

Most common

If one or more items are missing from your order, report it as soon as possible. We may refund the missing item(s), apply store credit, or arrange a replacement where available.

Incorrect items

Order accuracy

If you received the wrong item, let us know. We’ll work with the restaurant/store to resolve it — typically via refund, credit, or replacement (based on what’s practical and time-sensitive).

Quality issues

Food quality

If food arrives damaged, unsafe, or significantly below expected quality, we’ll review the report and help resolve it quickly. Photos help a lot for quality-related claims.

Delivery issues

Late / not delivered

If an order is delayed beyond a reasonable window, delivered to the wrong place, or not delivered at all, contact support. We may refund delivery fees, apply credit, or issue a full/partial refund depending on the outcome.

Timeframes for reporting an issue

Missing / incorrect items

Within 24 hours

Please report within 24 hours of delivery/pickup. The sooner you report, the easier it is for us to confirm and resolve.

Quality / safety issues

As soon as possible

Report as soon as possible (ideally within 2 hours) so we can take timely action with the vendor.

Order not delivered

Same day

If the order never arrives, contact us immediately via Support. We may also confirm via delivery tracking logs.

Note: Food is time-sensitive. For best outcomes, report issues quickly.

What resolution options we may offer

Refund — full or partial back to the original payment method.
Store credit — faster resolution and helpful when replacement isn’t possible.
Replacement — subject to availability and timing.
Delivery fee adjustment — if service did not meet expectations (where applicable).

We aim to resolve most food order issues quickly, but some cases may require vendor confirmation before we finalize the outcome.

Refund processing

If a refund is approved, we initiate it promptly. Banks and payment providers can take additional time to reflect the refund on your statement.

Most refunds: processed within 1–3 business days (provider dependent)
Card/online payments: may take a few extra days to appear
Store credit: usually available faster than bank refunds

What may not be refundable

Change of mind

Food is time-sensitive

Food orders generally can’t be returned due to hygiene and safety reasons. If you made a mistake in the order, contact support immediately — we’ll try to help before preparation begins.

Late reports

Outside reporting window

Reports made long after delivery/pickup may not be eligible for refund, depending on the situation and available verification.

How to request help

The fastest way to get help is via Support. If possible, include:

Order ID (from Track an order)
Which item(s) were missing or incorrect
Photos (for quality issues)
Delivery notes (if relevant)

We’re building a better help desk experience over time (live chat, automated updates, and richer order history).

Looking for delivery rules and areas? Read how Food delivery works.

Delta Core Shop Food

Pickup • Delivery