After completing payment, you can visit the order details section on our app or website to monitor your order status.

Your order information is sent directly to the restaurant or store, and the status will update once they confirm acceptance. You can track this progress on the order confirmation screen displayed after placing your order. If you scheduled a pre-order before the restaurant opens, the confirmation may take a little longer. You should also receive a confirmation email once the order has been placed.

Where can I view order updates?

The process depends on the device and platform you used to place your order.

On iPhone: Open the app, tap 'Orders' at the bottom of the screen, and select the relevant order.

On Android: Tap the drop-down menu icon and go to 'Your orders'.

On the website: If you ordered through our website, log in to your account and select your name in the top-right corner (or tap the menu icon if using a mobile device). Then choose 'Your orders' and select the order you want to track.

Occasionally, a restaurant or store may not be able to fulfil your order. This may happen because they are extremely busy, certain items are unavailable, or there are no couriers available for delivery. Rather than providing a poor experience, they may choose to decline the order.

Fortunately, Go Grubz offers many alternatives, so you can try ordering from another outlet. You might even discover a new favourite.

Will I receive a refund?

If you paid online using a debit card, credit card, Apple Pay, or Google Pay, your payment — including the delivery fee — will be refunded for any rejected order.

Once a restaurant or store accepts your order, we cannot always guarantee that changes can be made. This is because preparation may have already started, or a courier may already be assigned to deliver the order.

If the restaurant's contact number is available, you can try calling them directly to request changes. Alternatively, you may cancel the order and place a new one, although cancellation charges up to the full order value may apply.

To cancel your order, visit the order details page where you'll find the cancellation option.

After your order has been placed and accepted, the delivery address cannot usually be changed because a courier may already be assigned.

If you ordered from a restaurant and their phone number is available, you may contact them directly. You can also cancel the order and place it again with the correct address, but cancellation charges up to the full order amount may apply.

To cancel the order, scroll to the bottom of the order details page and select 'Can we help with anything?' From the menu provided, choose the cancellation option. To avoid future issues, please double-check your delivery address before placing an order.

You should cancel one of the duplicate orders as quickly as possible. Go to the order details page and select the cancellation option under 'Can we help with anything?'

Will I be charged for cancelling a duplicate order?

If the duplicate order is cancelled within five minutes, there will be no charge. If you cancel after this period, you may be charged up to the full order value because the restaurant may already have started preparing the order or assigned a courier.

We're sorry for the delay.

Please note that delivery times are estimated, and most orders arrive within 10 minutes of the displayed ETA.

You can follow the latest updates on your order through the order details page.

You may also have the option to communicate directly with your courier using Live Chat. This feature becomes available once the courier has collected the order and remains active until seven minutes after delivery.

We're sorry that your order was incorrect.

For delivery orders, open the order in the app or website, select 'I'm unhappy with my order', and choose the appropriate reason from the list.

If incorrect items were delivered or the entire order is wrong, please provide clear photographic evidence. This helps us review your claim properly. If the photos do not clearly show the issue being reported, we may not be able to process the claim.

What if there are incorrect items in a collection order?

If you are collecting your order, please check all items before leaving. If anything is missing or incorrect, notify the restaurant or store staff immediately so they can resolve the issue.

We apologise that your order did not arrive on time. While we work closely with our partners to maintain delivery schedules, delays can occasionally happen.

Your feedback is valuable and helps our partners improve. To leave a review:

1. Log in to your Go Grubz account
2. Open your order history
3. Select the relevant order
4. Submit your review

Your review not only helps improve services but also assists other customers when deciding where to order from.

We're sorry your order did not meet expectations.

If your delivered order contains damaged items or food that appears undercooked, go to the help section through the order screen and select 'I'm unhappy with my order'. Claims should be submitted within 24 hours so we can investigate the issue with our partners.

If any items are damaged, please provide clear photographs to support your claim.

Please note that if the evidence does not clearly show the reported issue, we may be unable to continue processing the claim.

For collection orders, ensure you collect the order on time and inspect each item before leaving. You can check the expected collection time on the app or website. If any item is cold, damaged, missing, or incorrect, please inform the restaurant or store staff immediately.

If you have a Go Grubz account:

1. Ensure you are logged in
2. Keep your order number ready (found in your confirmation email)
3. Contact us using the support option below

We're sorry you had an unpleasant experience with the staff at the place you ordered from. To help improve their service, please consider leaving a review describing your experience.

To do this, log into your Go Grubz account, go to your order history, choose the relevant order, and leave your feedback.

We review all customer feedback with our partners to help improve their standards. Your review will also help other customers make informed decisions when ordering.

We apologise that you did not receive the level of service you expected. Please contact us using the 'Contact us' option below (available for logged-in customers only) and share more details. We will investigate the matter and work to improve future experiences.

We're sorry that the service you received did not meet expectations.

Leaving a review will help the restaurant or store improve. Log in to your Go Grubz account, rate your experience, and share your feedback by going to 'Your orders' and selecting the relevant order.

We discuss all customer reviews with our partners to help them improve their service. Your feedback will also assist other Go Grubz customers when deciding where to order from.