What fees are associated with the service?
Your delivery fee is calculated once you select a restaurant, and updated throughout the order placement process so that you will always know the delivery fee amount. A delivery fee of $2.99 to $3.49 is standard, but you may see higher fees if you order from restaurants farther away. A service fee of up to 10% may apply depending upon your city. Some restaurants charge additional fees, which are noted on that restaurant’s menu. If you have any questions about fees or charges for your order, please feel free to contact us anytime!
Why does it take an hour to receive my food?
Please understand that your order is individually prepared by the restaurant after we place it for you. It is our goal to get your food to you as quickly as possible, but there are things outside of our control (in-house restaurant volume, traffic, weather, etc.), so we usually estimate 40 minutes to 1 hour for your order to arrive hot and fresh!
Here is what happens once you place your order for “ASAP Delivery”:
In the first 5-10 minutes after we receive your order, we review it, process your payment and then place that order with the restaurant. If we, have any questions about your order details, we will contact you so we can make sure that you receive what you are expecting.
Once the restaurant receives your order from us, it usually takes 15-30 minutes for them to prepare your food. We do our best to have the restaurant provide us with an estimated time that the food will be ready for delivery.
In advance of the food being ready, we will dispatch your Delivery Hero to that restaurant.
Once your Delivery Hero picks the food up, it usually takes them 10-25 minutes to deliver the food.
This means that in a perfect world, you should receive your order in 30 minutes, but an hour is usually “about right”. If there is a delay with your order, we’ll let you know asap.
My order is missing something or was prepared incorrectly. Why didn’t the Delivery Hero check the order? What do I do?
For reasons of food safety, Delivery Hero’s are not permitted to handle your food after it's prepared by the restaurant. While this makes it difficult to catch some errors, it also helps to preserve the quality of your food. If there is an error with your order, please let us know ASAP and we will work with the restaurant and the Delivery Hero to get a corrected, or missing item to you, or remove any related charge(s) - whichever you prefer.
What if I need to cancel my order?
Just like ordering at a restaurant, within minutes of placing your order, the kitchen is very likely beginning to prepare your food. So, once you place your order with Surfside Express, you are responsible for paying for it. Orders placed in advance for a later date or time may be cancelled only if cancelled before the restaurant begins to prepare that order. If you do want to change your order after placing it, please let us know ASAP and we will do as much as possible within our abilities, and the goodwill of the participating restaurant, to accommodate your request(s). Additional costs may apply depending upon the request and/or the circumstances.
Do I need to tip my Delivery Hero?
Just like a waiter or waitress in your local restaurant, Delivery Hero’s work for tips. Your Delivery Hero is not paid an hourly wage; their only compensation is a small fee for each order that they complete, plus any tips you may provide. These folks must maintain their own
vehicles and pay for their own fuel. If you have received great service, please tip your Delivery Hero! If you have received poor service please don’t take it out on them! Please contact Surfside Express and together we will find a solution for you.
Does Surfside Express offer Gift Cards?
Yes, we do! You can order a gift card in the same way that you place an order for a restaurant online. Just look for the “Restaurant” named “Gift Cards”, and go from there...please be sure to include in the instructions:
- The name(s) of who the gift is TO
- The name(s) of who the gift is FROM
- How the gift should be sent (snail mail, e-mail PDF, local pick-up, etc.)
- Should we send it to you (and you’ll deliver it to the recipient), or
- Should we send it directly to them?
- A personal message from you, if desired
- Happy Birthday
- Thank You
- Get Well Soon
- and more!
Of course, you may always call your local Surfside Express office staff to place a gift card order, if you prefer.
One important note: Since the order is processed by our system as if it were a regular order from a restaurant, it will appear as though you are being charged delivery, tax/service, etc., however, once the order comes through - you have our word - all additional charges will be removed and you will only be charged for the face value of the gift card. Don’t worry, we’ll have this functionality updated very soon, and sorry for any confusion!
Why do you charge an automatic gratuity on orders over $75?
Just as many dine-in restaurants add an automatic gratuity for large parties, a 15% gratuity is added to orders with a food value greater than $75. Large orders often take more than 1 hour for the delivery professional to complete, whereas the goal for our delivery professionals is usually multiple orders per hour. The automatic gratuity helps to ensure that your Delivery Hero is fairly compensated for their time.
A group of my friends and I want to order to a single location; can we pay separately?
Generally no, but split payments may be processed at the discretion of the Surfside Express staff (because splitting payments takes more time and may cost more money). An automatic gratuity of 15% is applied to each order with split payments. Also at the discretion of the Surfside Express staff, the delivery fee(s) may, or may not, be divided equally among these orders.
What if I want to order from more than one restaurant?
Not a problem! Additional fees apply as described here. We recommend keeping the number of restaurants to 2 or less so that your food can arrive in a reasonable amount of time and in the best condition possible. Please allow longer delivery times for orders from more than one restaurant.
Is there a minimum amount of food I must order?
Yes, all orders must have at least a $10.00 food total.
I ordered over the phone - why was I emailed about my online account?
When you order with Surfside Express over the phone, we create an account for you in our system, just as you would have done if you ordered online. Our system generates a random password for your account and emails it to you so that you may use your account to order online in the future, if you wish.
What is your refund policy?
Refunds are offered at the discretion of Surfside Express under limited circumstances. If you notice any errors with your order or concerns about our service to you, please let us know as soon as possible. We can only fix problems if we know about them, and we can only improve our service to you, if we’re aware of our mistakes. We love feedback from our customers!
What do you do with my information?
What are your office hours?
We are pleased to serve you 7 days a week between the hours of 10am - 10pm. We will usually be closed on major Federal Holidays; notices and updates will be provided online in these instances.
What forms of payment do you accept?
We take Visa, MasterCard, Discover, American Express, the UNC One Card. We do not take cash for the safety of your Delivery Hero.
Who can I contact if I have a problem?
Please feel free to email email@example.com which is received by our office staff immediately. It is our goal to respond to all email requests within 30 minutes! Or, you may also call your local office at the numbers below. During office hours, we will assist you as quickly as possible. After hours, please leave a message and we will get back in touch with you as soon as possible the next day.
- (828) 252-1221 (Asheville, NC)
- (919) 942-7678 (Triangle, NC)
- (336) 839-3663 (Triad, NC)
- (910) 547-8883 (Wilmington, NC)