How Can We Help? Hopefully you’ll find what you need here! If not, you can Contact us by clicking one of the links or sending us message thru chat at the bottom of the page
How can I cancel or make adjustments to an existing order?
Possible adjustments or cancellation will depend on what step of the delivery process your order is currently in. With that being said, we will do everything we can to make any adjustment you’d like as long as we can. If you’d like to remove an item that the restaurant has already began cooking or your driver has already picked up and paid for, it’s probably too late to adjust or cancel your order. If you’d like to remove the onions from your Philly Cheese Steak, or catch us in time we are happy to work something out, but please be quick!
My order arrived incomplete, what do I do?
Every OrangeCrate order starts it’s journey with one of our dispatchers placing the order at the restaurant, It’s then prepared, and picked up by one of our drivers, and delivered to our favorite person of all, You! With that being said, A missing item could be the result of a number of issues. dispatch error, restaurant error, or driver error. We handle each of these events differently, so there is no clear answer until we’ve done a bit of detective work first! If you’re missing an item, please contact one of our dispatchers. They will get back to you as soon as they possibly can, but if you feel you aren’t receiving the support you deserve you can contact a local manager below. They’ll do their best to help you out as soon as possible!
How is the delivery fee structured?
Each Orange Crate location is independently operated; as such each location has a varying delivery fee structure. You can find the structure for your location by looking at the top of each restaurant menu under the name of the restaurant.
Why do I see 2 charges on my credit card?
When you request a delivery, your card is immediately authorized for your order total plus an additional 10% to cover any special instructions you may have included with your order. Once your delivery is complete, we replace the authorization with the final charge from the merchant (OrangeCrate). This change is typically reflected within 24 to 48 hours of the delivery, though some banks may take 3-7 business days to process the change. If you’re still concerned, you can contact a manager below
My OrangeCrate order was cancelled and I still see a charge on my debit or credit card?
Orders that are cancelled are immediately voided from our system, and the funds are sent back to the banking institution at midnight PST. Depending on your bank, it may take anywhere from 3-7 business days to full refund back into your account. This is strictly dependent on your bank policy, and unfortunately OrangeCrate cannot expedite the process.
I was unsatisfied with my OrangeCrate experience
Several different factors come into play with each and every order delivered through OrangeCrate. The dispatcher, the restaurant staff taking in orders, the driver, the traffic, the weather, the restaurant cooks, etc. We do our very best to deliver an exceptional service, but we do understand that issues will occur whether it be a miscalculated delivery time, a missing item, or even under cooked food. Our mission is not to have zero issues, but to make it right for you when the issues do occur. If you in anyway feel that you received service that was less than you expected and deserve, please contact a local manager below.
*Please note that if your driver is unable to contact you once arriving at your delivery address via the phone number you’ve provided, then the driver will wait 10 minutes before leaving your items in a safe place at the location. Please ensure that you have your phone number entered correctly, and that you are available to receive your delivery during the time quoted on your confirmation!*