The driver couldn't access my building — what happens?

If our driver can't access your building or reach you at the time of delivery, they will wait up to 10 minutes at your location and attempt to contact you. If access still isn't possible after that window, the delivery is marked as failed and the driver continues their route.

What happens to my order if delivery fails?

If the delivery attempt is unsuccessful, your order will not be automatically redelivered. Our team will be notified and can review the case, but we cannot guarantee a same-day reattempt or automatic credit.

If your delivery failed due to an access issue, contact our Customer Experience team so we can review what happened and discuss options.

Why didn't the driver use my gate code or buzzer?

Your delivery instructions — including gate codes, buzzer numbers, and access details — are shared with our third-party logistics partners before your delivery.

After your order passes cutoff and payment is processed, our system sends the order and delivery information to our logistics partners so they can assign drivers, optimize routes, and prepare for your shipping day.

However, in some cases, the driver may not be able to locate the access point, the code may not work as expected, or the instructions may not be clear at the right moment.

To reduce the chance of this happening:

• Make sure your gate code and access details are saved before placing orders in your account under Delivery Info.
• Be as specific as possible — include the exact entry point, code format, and what to do if it does not work.
• Add your phone number with a note like: “Call or text if you can’t get in.”

I still need help

Contact our Customer Experience team and include:

• Your order date and delivery address
• What happened (driver couldn't get in, wrong building, no contact attempt)
• Whether you received any delivery notification or photo from the driver