What to Do When Your Order Is Late, Missing, or Wrong

We know how frustrating it is to wait on a meal that's running late, arrives wrong, or never shows up at all. This guide walks you through what to check, who to contact first, and how to reach us so we can help make it right.

One thing to know up front: when you order delivery through the inKind app, the restaurant prepares your order and manages its timing, and a courier brings it to you. inKind processes your payment and displays the restaurant's status updates. That's why, for anything happening right now — a late order, a missing item, a cancellation — the restaurant is the fastest first call. For anything involving your payment, balance, or a refund, that's where we come in.

My order is running late or the ETA keeps changing

Delivery estimates come from the restaurant and the courier, and they can shift with kitchen volume, staffing, courier availability, traffic, and weather. A short delay during peak hours is normal. If your order is well past its estimate:

1. Check the latest status in the app. Open your order to see whether it's still being prepared, has been picked up, or is on its way.
2. Call the restaurant. Use the phone number on the restaurant's page in the inKind app. Give them your name and order details and ask for a status update. If a courier is involved, ask whether the order has been handed off. Restaurants have real-time visibility and can prioritize, remake, or advise on next steps.
3. Contact your courier if one is assigned. Use the contact option on the delivery tracking screen to confirm they're headed your way.
4. Verify your details. Make sure your phone number, delivery address, and entry instructions are correct so the courier can reach you.

If a courier has been assigned and the order still isn't progressing — the driver appears to be moving away, or the order has been reassigned more than once — report it from your order (see How to contact us below). Our team can monitor the delivery, escalate with the delivery partner, and arrange a refund if the delivery can't be completed.

A note on delivery fees: a higher delivery fee isn't a rush fee and doesn't guarantee a faster delivery. Delivery fees are generally not refunded for delays, but they are refunded when a delivery isn't completed.

My order says "Delivered," but I don't have it

Misdeliveries usually land nearby. Before contacting anyone, take a quick look:

1. Review the delivery photo and map pin in your order tracking. A photo should be there in most cases, though it can't always be guaranteed. When it is, it often shows exactly where the courier left the order.
2. Verify the delivery address and unit number on your order.
3. Check with neighbors, your front desk or mailroom, the building entrance, or the building next door.
4. Look for missed calls or messages from the driver.

If you still can't find it:

1. Contact the restaurant right away. If the kitchen is still open, they may be able to remake or redeliver on the spot.
2. Then report it to us from your order with your details and the delivery photo, if one was provided. We'll review the delivery status, the photo, and your notes to determine the right resolution — typically a refund to your original payment method or inKind credit for a future order.

My order never arrived and tracking never updated

If tracking never moved, disappeared, or you were never assigned a courier:

1. Force-close and reopen the inKind app, then check the order again. (See Basic Technical Troubleshooting if needed.)
2. Confirm your order type. Tracking is only shown for delivery orders. If your order was placed as Takeout/Pickup, there won't be a tracking screen — contact the restaurant immediately to arrange pickup or ask about options.
3. Call the restaurant to confirm whether the order was prepared and picked up.
4. Report it to us with your order details. Even if the restaurant suggests you contact someone else, reach out to inKind Support — your order was placed and paid through inKind, and we're the team that can look into it and make it right.

My courier cancelled after pickup, or the order was reassigned

Once a courier is assigned, we're not able to change the delivery time or reassign the driver. If the tracking screen shows a new courier and a new ETA, your order has been reassigned and should continue on its way.

If your order shows as cancelled after it was picked up, please reach out to us right away — don't wait to see if it turns up. Report it from your order with the time it was picked up and what you saw on the tracking screen. We'll investigate with the restaurant and the courier, and we'll make it right, whether that's a refund to your original payment method or inKind credit toward your next meal.

The restaurant is closed, won't deliver, or never received my order

Occasionally an order goes through even though the restaurant is closed, has paused delivery, is outside its delivery range, or can't fulfill an item. You might hear this from the courier, from the restaurant, or when you arrive to pick up a takeout order and nothing is waiting.

• Don't place a second order, and don't pay a second time without checking with us first.
• Contact us with the restaurant name and location, your order details, and — if the app showed delivery as available — a screenshot of that option. If the restaurant tells you to "ask inKind for a refund," that's exactly right: we'll coordinate with the restaurant, correct any listing issues, and refund your order, including any inKind balance or reward applied.

Why the app might show delivery when the restaurant says it doesn't: delivery and pickup options are set per location and can change during the day — a restaurant may pause delivery during a rush, the delivery partner may have an outage, or on-site staff may not be aware of inKind online ordering. If it's time-sensitive, call the restaurant to confirm before you order.

My order arrived wrong, incomplete, or in poor condition

If you received someone else's order, items are missing, or the food arrived spilled, cold, or in a condition you wouldn't expect:

1. Take photos right away of what arrived, the packaging, and the receipt or label.
2. Contact the restaurant first. Report the issue as soon as you notice it and share your order details, what you expected, and what you received. Restaurants can often arrange a remake or redelivery on the spot.
3. Then contact us with your order details, photos, and any resolution the restaurant offered. If you were charged for more items than you received, include your inKind order confirmation and any itemized receipt.

Depending on the situation, we may issue a partial refund for missing items, add inKind Cash to your balance, or help facilitate a refund to your original payment method.

I want to cancel my order

To cancel your order, reach out directly to the restaurant. Because the restaurant controls preparation, only the restaurant can stop an order — which is why the app doesn't include a cancel button and inKind Support can't cancel an active order on your behalf. Here's how:

1. Call the restaurant directly as soon as possible using the number on their page in the inKind app. Give them your name, order time, items, total, and any confirmation ID.
2. Ask whether the order can be cancelled. If prep hasn't started, most locations can cancel. If prep or delivery has begun, cancellation may not be possible or may carry a fee, per the restaurant's policy.
3. If the restaurant cancels, contact us with their confirmation (a message, voided receipt, or the name of the person you spoke with). We'll review and process any eligible refund.

If you can't reach the restaurant, or they direct you to inKind, contact us with your order details and a summary of your attempts. We'll coordinate with the location and advise on next steps.

Need a different delivery time? If the order hasn't been processed yet, cancel it with the restaurant and place a new order for your preferred time.

I need to fix my delivery address

The delivery address can't be changed in the app once an order is processed. If you entered the wrong apartment, building, or directions:

1. Contact the restaurant as soon as possible — they can often help with location issues faster than we can.
2. If a courier is assigned, contact the driver from the tracking screen to give them the correct unit number or instructions.

Address changes after processing aren't guaranteed; couriers and restaurants may not be able to deliver to a different address or area than the one selected. Always double-check apartment and suite numbers before submitting.

What a refund covers, and how you'll get it

When a delivery fails or isn't fulfilled, eligible refunds typically include:

• The amount paid for the undelivered items
• The delivery fee and driver tip on that order
• Any promo code, referral credit, or inKind reward applied to the order, returned in its original form 

For partial issues, such as missing items, a partial refund may be issued. Final eligibility can depend on confirmation from the restaurant and the delivery partner.

Refunds return to your original payment method on your bank or card issuer's timeline, usually within 7–10 business days. Depending on the situation, we may instead add inKind Cash to your balance. In addition to a refund, we may offer goodwill compensation for significant disruptions; this is case-by-case, not guaranteed, and will be confirmed in your resolution email.

Seeing two lines on your card for one order? That's normal — one is the food and beverage total, the other is the tip and delivery fee. If you believe you were charged twice for the same order, see Why am I seeing two charges?

Help your next delivery go smoothly

A few small choices at checkout prevent most of the issues above:

• Choose a direct handoff when available: Hand it to me, Meet at door, or Meet at car. "Leave at door" can lead couriers to leave orders at a building entrance, lobby, or mailroom.
• Be specific in your delivery instructions: building or complex name, gate or buzzer code, floor, unit, which entrance, and a landmark ("red brick building with green awning").
• Confirm your map pin and address format, include a working phone number, and turn on notifications so you don't miss a call from your courier.
• Confirm the order type on the checkout screen. Delivery orders are trackable; takeout orders must be picked up.

How to Contact Us About a Delivery Issue

1. In the inKind app, open the order and tap Help / Report an issue. 
2. You can also submit via the in-app menu on the upper left by tapping on the three lines>report an issue. Choose the issue type ‘Issue with Delivery/Takeout’
3. Include:
   • Restaurant name and location
   • Order date, time, and total
   • Your delivery address and any entry instructions
   • A brief description of what happened ("photo shows Apt 4 but I live in Apt 14")
   • Screenshots of your order status or tracking, the delivery photo if provided, and photos of the food for wrong or incomplete orders
   • What the restaurant told you, if you contacted them

If you can't access in-app help, reply to your order confirmation email or write to support@inkind.com with the same details.

You'll receive a confirmation when our team begins the review and another message when a refund is processed.

Still Having Trouble?

If you've already reported a delivery issue and haven't heard back, please reply to your original message rather than opening a new request — it keeps everything in one place and helps us get to you faster.

We're grateful you chose to dine with inKind, and we know it's frustrating when a delivery doesn't go as planned. We'll do everything we can to make it right.