Customer Frequently Asked Questions by orderTopia

General Questions
Restaurant-Specific Questions
Retail-Specific Questions

General Questions

How do I know my order went through?

After placing an order, you'll receive an order confirmation page, either inside your iPhone app for iPhone orders or on your web browser.  The order confirmation page will provide a summary of your order, your pickup time (where applicable), the price of your order, and an order confirmation number.  Some restaurants and retailers may ask for this order number when you arrive to pick up your order.

By default, you are also sent a confirmation email for every order you place on orderTopia.  If you do not receive a confirmation email, be sure to check your spam/junk mail box to see if the order confirmation email is in there by mistake.  If you do not receive a confirmation email in either your inbox or junk mail box, you may wish to call the restaurant or retailer to confirm they received your order.  If you do not want to receive confirmation emails (since you're already getting a confirmation page anyways), you can turn this function off in the personal profile settings area on the orderTopia website.  You can also find a record of older orders in the personal profile area of the website. 

How do I  know how much I've been charged?

On your order confirmation page, it includes the price of your order.  This is the amount you have been charged.

What is my order number?

Your order number is also listed on your order confirmation page.

I need to add more stuff to my order.  Can I add to a preexisting order?

Unfortunately, it is not possible to add items to an existing order, once the order has been placed and payment has been made.  Up until the order is confirmed and paid for though, new items can be added your shopping bag.

How secure is orderTopia's online payment system?

orderTopia's online payment processing system is as secure as it gets.  We ensure your security by only using trusted third-party payment processors such as PayPal, Google Checkout, and Amazon One-Click.

Restaurant-Specific Customer Questions

I need to cancel my order.  Can I cancel my order?

For restaurant orders more than retail orders, timing is an issue in canceling an order.  Just before your restaurant order is actually prepared at the restaurant, you will receive a confirmation message asking you to confirm that you do indeed want your order at the pre-appointed time.  If you are using iPhone push messaging, you can confirm, delay, or cancel your order using a push message.  If you are not using iPhone push-messaging, you will receive an SMS text message reminding you of your pickup time.  If you need to delay or cancel your order, you will need to do so inside the orderTopia app or on the orderTopia website. 

After you have placed a food order, you can see the "countdown to firing" clock inside the app, or on the orderTopia website.  "Fire" is restaurant lingo for "make that order now!"  Basically, you have until your order has been "fired" to delay or cancel your order.  If the clock reads zero, your order has been fired and is either being prepared or already ready.

If you need to delay or cancel your order, and it's already been fired, it is too late to delay or cancel.  You may try calling the restaurant, but it is probably too late to do anything about it.

How do I know when my order is ready?

Your order should be ready at the time designated when you placed the order.

I'm running late to pick up my order.  What can I do?

If your order has not been fired (restaurant lingo for when orders are made), you can delay or change the pickup time for your order inside the iPhone app or on the orderTopia website.   

If your order has already been fired (prepared or begun to be prepared), there is not much you can do to delay the preparation of your food, other than calling the restaurant to see what they can do.  If your ordered a salad, they might be able to move your salad to the fridge to keep it cold.  Or if you ordered something hot, there may be a way the can keep your food warm.

My order is not correct.  What should I do?

If you have not left the restaurant, we suggest telling the restaurant your order is not correct and asking them to fix it.  If you need to see a confirmation of what you ordered, your most recent order can be viewed in the orderTopia iPhone app or on the orderTopia website.

If you have already left the restaurant, we suggest calling the restaurant.  Each restaurant will act differently to fix your order or to make it up to you, but you do need to call them to let them know about the problem so they can fix it.   

Retail-Specific Customer Questions

Can I return my purchase?

Every retailer on orderTopia has its own return policy.  These policies are outlined on each store's orderTopia storefront.  We suggest you visit the retailer's storefront to see how to return your purchase for refund or credit.

My order is damaged/broken/not correct.  What should I do?

If your order is anything less than you wanted (whether it's damaged/broken/or just not what you wanted), we suggest contacting your retailer directly, either via telephone, email, or through the orderTopia website.