We have assembled a few frequently asked questions with the answers to help you better navigate and understand how our service works.
What are your hours of operation?Monday to Saturday: 8AM to 9PM
What do you charge for delivery?Restaurant Delivery - We charge a service fee of $5.00 per restaurant.
Why are the prices on your site more than the restaurant's pricing?All pricing on our site is our pricing not the restaurant's pricing.
What methods of payment do you accept?We currently accept all major credit cards, online bank transfers from Butterfield, HSBC or Clarien. There will be a 4% convenience fee charged on all credit & debit orders.(Updated: Please note that in order for us to expand our services and technology, a few years ago, we switched to a US card processing system. Due to this recently the bank has been charging extra fees to our customers for using their cards on our website. We have no control over the banks charges but we decided to lower this fee to 3% to offset these charges.)
What is the convenience fee?The convenience fee is simply a fee that we charge for using the option to pay by credit card.The convenience fee covers the cost of payment transactions.
Why does my cart have additional fees added for certain restaurants?Certain restaurants add takeout charges to your order before we pick it up. These charges are reflected in you cart before you check out.
Why is my address showing up as unavailable for delivery?This issue usually happens when you do not put a space between the letters and numbers in your postal code. All postal codes should be inputted as follows.
Can I order from multiple restaurants for one delivery?Yes, but it will generally take 15-30 minutes longer than the time quoted online to coordinate the deliveries from multiple restaurants. Also there is a restaurant fee of $5.75 per restaurant that you order from. This will be reflected in the service fee.
I have a large order, how much notice do you need?For office meetings and special events, we suggest that you order 24 hours in advance. We can do same day large orders but for orders of more than 10 entrees or time-specific orders, ordering at least 2 hours in advance will minimize delays.
I have comments/questions about my order. Should I call the restaurant?No, unless it’s a very specific question about how the food is prepared or about the special of the day, please direct all questions or comments to Five Star Home Delivery
Can I place my order with a restaurant that is not on your site and get you to pick it up and deliver it to me?No all orders must go through our system in order to track and dispatch drivers efficiently. Therefore we can only deliver from restaurants on our site.
Can I pre-order for a later time or date.Yes you can pre-order for a specific date and time up to two weeks in advanced. Please note that we can guarantee a date but we cannot guarantee the time. Pre-order delivery times can be up to 30 mins earlier than the requested time or 30 mins later than the requested time depending on the volume of ASAP orders.
Can I cancel a pre-order that I placed a few days in advanced?Yes pre-orders that are placed a few days or more in advanced for restaurant delivery can be canceled up to 2 hours before order is due to be delivered. Grocery delivery orders placed a few days or more in advanced may be cancelled up to 24 hours before order is due to be delivered. There are NO REFUNDS on orders that are not cancelled within these cut off times.
What do I do if there is an issue with my order?If there is an issue with your order we require that you contact us with your issue immediately. The fastest way to report an issue is by using our Live Help which is available from 7am to 9pm Monday to Saturday. Depending on the issue we may require you to send pictures.
Is it necessary to tip the driver?Our drivers pride themselves in the service that they provide. The gratuity is not included in the service fee and is not mandatory. Drivers use their own vehicles and gas. If you feel that the service from the driver was unsatisfactory, please contact us at 703-7827 or 703-0454 so that we can do our best to address the issue and ensure excellent service on future orders.