Chatime Online Ordering FAQ
Chatime Online Ordering - FAQ
General Notices
Why did I get double charged?
Due to overwhelming volume of orders, we are experiencing a slowdown in our system. If you have refreshed the page and/or pressed submit or checkout multiple times, this will trigger the platform to process payment more than once. Please reach out to feedback@chatime.ca with a copy of your receipt in the same email. We will look into the matter for you.
We are extremely sorry for any inconveniences we have caused! Thank you for your patience as we work to sort this out!
Why are the wait times for my drink so long?
Due to the overwhelming volume of orders, we were experiencing a slowdown in our system, and a backlog on orders. As this is a new platform that our team is implementing, to provide our guests with the tea they love at the comfort of staying at home, we are working to improve the system to provide more accurate wait times for our guests.
Why is the store I want to order from not opened?
Due to overwhelming volume of orders, we are experiencing a slowdown in our system. Some of our stores are opting to temporarily pause service to get caught up on all the order and that is likely why you are seeing it as closed.
We are extremely sorry for any inconveniences we have caused! Please do try again later!
Why was my order cancelled? Will I get a refund?
Your order may have been cancelled if the store is facing more orders than normal. Some of our stores may opt to temporarily pause the service which will result in a cancelled order. If you receive a cancellation notification, the money will automatically be refunded back to you, there is no need to reach out to us for us to process it. We apologize for any inconvenience this may have caused!
Placing an Order
How do I order?
Step 1: Find Your Nearest Store
Begin by entering your address on our Locations page to find the closest store. Chatime will display the closest stores within 5km that deliver to your location or are available nearby for pickup. Select the store you'd like to place an order at.
Step 2: Place order
Once you’ve selected your restaurant, it’s time to choose and customize your drinks! Browse the menu and select your drink and food choices. Once you’ve finished adding your favourite items, enter your phone number to get a 6-digit code to verify your number. Continue to to the end of check out and ensure you've checked off "Email Receipt" so you can get a summary of your items.
Step 3: Checkout
Confirm your order and pay online. Your order is immediately sent to the store.
If it's a delivery, you’ll receive a text on your phone along with live order updates of our drivers from our third-party partner, DoorDash, and real-time GPS tracking of your assigned courier.
For a pick-up order, kindly go to "Order History", under "History" refresh a few times to see the status of your order. You could also simply wait for an SMS that your order is ready for pick-up.
Begin by entering your address on our Locations page to find the closest store. Chatime will display the closest stores within 5km that deliver to your location or are available nearby for pickup. Select the store you'd like to place an order at.
Step 2: Place order
Once you’ve selected your restaurant, it’s time to choose and customize your drinks! Browse the menu and select your drink and food choices. Once you’ve finished adding your favourite items, enter your phone number to get a 6-digit code to verify your number. Continue to to the end of check out and ensure you've checked off "Email Receipt" so you can get a summary of your items.
Step 3: Checkout
Confirm your order and pay online. Your order is immediately sent to the store.
If it's a delivery, you’ll receive a text on your phone along with live order updates of our drivers from our third-party partner, DoorDash, and real-time GPS tracking of your assigned courier.
For a pick-up order, kindly go to "Order History", under "History" refresh a few times to see the status of your order. You could also simply wait for an SMS that your order is ready for pick-up.
How far do I have to be in proximity of to the store to order?
The distance varies from store to store, but on average, you will have to be within 5km of a store to receive a delivery order.
What happens if Chatime does not accept my order?
Occasionally, during extremely unordinary circumstances, our stores can’t accept your order. If this happens, our store will cancel your order as soon as possible. If you paid online with your credit or debit card and your order got cancelled, you will be refunded for the entire purchase within 5-10 business days.
Order Confirmation
What if I need to make changes to the order I just placed?
Kindly ensure to double check your order prior to checkout as once the staff has accepted and started making your order, we do not allow customers to make changes. However, once you call the store and the staff hasn't started making your drink, you can request for it to be cancelled and you will need to place a new order through the website.
Can I track my order on the map?
For delivery, yes, kindly use the link that doordash has sent through SMS. If it is a pick-up order, kindly wait for an SMS that your order is ready to be picked up.
What should I do if the order I received isn't correct?
You can confirm the details of the order you placed by checking the order confirmation email or by viewing the order in your Order History of your account.
We are responsible for preparing and packaging your drinks. If something is incorrect or you have feedback, please let us know, and we’ll work to make things right.
We are responsible for preparing and packaging your drinks. If something is incorrect or you have feedback, please let us know, and we’ll work to make things right.
Pricing and Payment
Is there a delivery fee?
No, there is no delivery fee but there is a flat service charge of $4.99.
Is the service charge a tip?
No, the service charge is not a tip to the driver. This fee is charged by our third-party partner to help cover costs including, without limitation, credit card fees, support, and much more. We recommend that you tip as any additional tips goes towards your driver!
Issue with your Order?
I ordered at the wrong location!
We have many store locations and understand that these things happen. But unfortunately at this time, we are not able to transfer orders between stores. Are you able to come into our store to pick-up?
The drink I ordered was made incorrectly
At Chatime we pride ourselves in our quality of drinks. I am sorry that your experience was not pleasant. We would love if you could share this feedback with our customer service team. You can email them at feedback@chatime.ca.
I'd like to change the order I just placed
While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders”.
I'd like to add new menu items to the order I just placed
For Pickup:
While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders. If you would like to add an item, we suggest you to place a new order and we can pack it together for you!”
For Delivery:
“While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders. But you can place a new order for the items you want, do note that the service fees will apply again though”
While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders. If you would like to add an item, we suggest you to place a new order and we can pack it together for you!”
For Delivery:
“While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders. But you can place a new order for the items you want, do note that the service fees will apply again though”
I put in the wrong delivery address!
No problem, this can be changed. You can contact your assigned Dasher and let them know the address you want them to deliver to. You can find their details in the tracking link that was sent to you through text message.
I pressed 'Pick Up' by accident but actually want my order delivered
We understand that these things happen. But unfortunately at this time, our system does not allow us to transfer your pickup order to delivery. Doordash is our delivery partner and they have to receive your order request through the website in order to schedule a driver. Will you be able to come to the store to pick up?
I pressed 'Delivery' by accident but actually want to pick up my order
We understand that these things happen. We can help you look into your order to see if a cancellation/refund is possible at this time. And then you can also place a new order and select pickup!
Managing Your Account
Can I view previous orders?
Yes, you certainly can! Simply re-log back into your account by returning to the page of the store location you ordered at. Log in by clicking the person-icon in the top right hand corner. Once you're logged in, click "Order History" to see a history of all your transactions.
How do I change my password?
No worries - there are no passwords on Snappy, your verification is your phone. Every time you make an order with your phone, you will receive a a new 6-digit code to log in to your account.
How do I remove my card?
Simply re-log back into your account by returning to the page of the store location you ordered at. Log in by clicking the person-icon in the top right hand corner. Once you're logged in, click "Payments" to see all your payment menthods. Hit the 3 dots beside the card you which to delete, then select "Delete".
I ordered through UberEats, DoorDash where can i get customer support
For UberEats customer support, please visit this page: https://help.uber.com/ubereats
For DoorDash customer support, please visit this page: https://help.doordash.com/
For DoorDash customer support, please visit this page: https://help.doordash.com/