Frequently Asked Questions

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:  9AM to 9PM
Sundays: Closed
Public Holidays: Closed for All Services
See Delivery Info page for individual service hours.

What do you charge for delivery?

Restaurant Delivery - We charge a mileage based based delivery fee.
Grocery Delivery - We charge a service fee of $20.00. 
Bulk Food & Supplies Delivery - We charge a service fee of $20.00.
Top Shelf (Alcohol Delivery) - We charge a service fee of $20.00.
Fresh Fish Delivery - We charge a service fee of $15.00
Laundry Delivery - We charge a service fee of $15.00.

Special Delivery Service charged is based on your needs. Contact us for more information.

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 cash at the door and all major credit cards.There will be a 4% convenience fee charged on all credit & debit orders. Please note that if you pay by cash you must have exact money as our drivers do not carry cash.

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 there no delivery fee on my order?

This usually happens when you address is inputted incorrectly. Your address must be inputted with the house or property number first then the address. eg. 11 Reid Street. Do not put any hash tags (#) or unit/apartment numbers in front of the address. Unit numbers go in the second address field. 

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.

Correct: HM 03
Incorrect: HM03

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 mileage based fee 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 3 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. Please note that if there is an issue with your order we must be contacted within at least 30 minutes after you have received your order for us to do something to rectify your order.

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 and ASAP delivery times can be up to 30 mins earlier than the requested time or up to 45 mins later than the requested time depending on the volume of 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.

How do I add special instructions to items in my order?

Each item on our website has a special instructions box on the item before you add it to cart. You can add your special instructions there. Please note do not add item/food special instructions in the order special instructions box because when we send the order to  restaurant electronically they cannot see those special instructions. We cannot accept liablity for incorrect orders if this is done like this.

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 9am to 9pm Monday to Saturday. Depending on the issue we may require you to send pictures. Please note that if there is an issue with your order we must be contacted within at least 30 minutes after you have received your order for us to do something to rectify your order.

Is it necessary to tip the driver?

Our drivers use their own vehicles and gas. Due to this there is a minimum tip of $5 added if you do not add a tip. Please note drivers will always receive 100% of your tips.

Please note we reserve the right to close early due to large volumes of orders that have been placed, inclement weather or any reason that will affect us delivering orders in a timely manner. We apologize in advanced for this inconvenience.