FAQ for Customers

Refunds may take up to 5 business days to process, though some financial institutions can take longer. To get a sense of when you'll see your refund reflected in your account, check the date of refund confirmation email we sent. This is the date we initiated the refund. Note that a refund might not appear as a separate transaction on your bank statement. For some refunds, the original pending Tuckeat transaction will either disappear from your statement or adjust to reflect the updated order amount. Please contact your bank directly if you have specific questions about refund processing times or policy.

The $1 dollar charge is an authorization hold. We do this to verify your payment method. The charge will automatically drop off your account in a few business days. Please contact your bank directly if you have questions about a specific item on your statement.

You may see more than one charge on your card if your order was adjusted. This depends on your payment method and when the adjustment was made. An adjustment transaction can appear in your account a few different ways. For example, you may see:

• One line item with the final total amount
• One line item with the original amount and a second line item with the adjustment amount
• One line item with the original hold amount and a second line item with the new, full total amount(the original hold amount with void or disappear within 3 to 5 days)

Please contact your bank directly if you have questions about a specific item on your statement.

An order charge that is different from the original total estimate may be caused by an adjustment that happened after the order was placed. For example, an adjustment to sales tax is sometimes necessary because sales tax is estimated when an order is placed. Once a restaurant confirms an order, the total might updates to reflect the correct tax rate. Fees may also affect your total order. Fees vary between orders and restaurants, so it's possible to see a fee on some, but not all, orders. Applied fees can be found on order receipt.

We know that seeing an unfamiliar charge on your account can be alarming.We're here to help. THINGS TO CONSIDER IF YOU SEE AN UNKNOWN CHARGE: • If you have a TuckEat account, have you shared it with anyone (like a family member or partner)? If so, it’s possible that they placed an order using your account and saved payment information. • If you don't have TuckEat account, have you willingly shared your credit card information with anyone? It's possible that they used your card to place an order through their own TuckEat account. Please contact customer care if you need further assistance with a unknown charge.

If your credit card isn't working make sure that you've entered your information (including your billing ZIP Code) exactly as your bank has it on file. Please contact your financial institutional if you have questions or need help with your credit card. They are in the best position to provide insight into why your payment method isn't working.

Credit card information for your TuckEat account is stored in the "Your account" section under "Payments". To update the information on a saved credit card, you must delete the existing credit card from your account and add the updated information as a new card. In the TuckEat app, swipe left to delete a card. You can also save, add, or remove a credit card during checkout. If you authorize a third party payment system like PayPal or venom to accept payment from TuckEat, it'll be stored in your account for future use.

If you're using the TuckEat website, click on your name in the upper corner. Then click on "Past orders”. This will show a new page that contains your order history. Find the order you're looking for and click the "View receipt “link located beneath the list of order items. If you're signed in to the app or website, your recent orders will appear at the top of the Tuckeat home page. You can access your order history by clicking the 'see all' link on the right. Your order confirmation email also serves as a receipt. Note that if adjustments were made to your order, the receipt won't reflect the updated amount.

Each address you use to place an order can be saved to your account.You can even label addresses like "home","work",and "bets friends's house," to make ordering faster and easier. If you want to remove a saved address,visit the "your account" section of the site and select "Address and phone"from the menu on the left.Click the "Delete"link to the right of the address you want to remove. If you're using the app, select "Settings"and then "Addresses."You can edit or delete each address by swiping left.

If you want to provide special instructions for the delivery driver, you can ass these instructions during checkout. For example, you can leave instructions to have the delivery person call you upon arrival. If you need to make edits to saved instructions, you'll have the chance to do so during checkout.

There are two ways to redeem a gift card on a Tuckeat order. ADD TO YOUR ACCOUNT: 1. Go to "MY Tuckeat" in the app or on the website. 2. Click on the "Gift Cards" menu item within your personal settings. 3. Click on "Redeem a gift card". 4. Enter your gift card and code the add it to your account. OR ADD DURING CHECKOUT: 1. Select the food you'd like to order and add it to your bag. 2. Click or ta the "Add a gift card “link during checkout. 3. Enter your gift card code in the field and click "Add to my account”. Your gift card will be linked to your Tuckeat account and applied to your order total. Note that any remaining balance on your gift card will never expire and is yours to use future orders.You may use multiple gift cards on a single order. You can learn more about Tucteat gift cards and purchase them here: https://www.tuckeat.com/giftcards In the app, go to My Tuckeat and tap "Tuckeat gift cards" near the bottom of the screen.