Frequently Asked Questions
We have compiled these frequently asked questions to help you better understand how Five Star Home Delivery works.
Hours of Operation
What are your hours of operation? Our general operating hours are:
• Tuesday to Saturday: 9:00 AM to 9:00 PM
• Monday and Sunday: Closed
• Public Holidays: Closed for all services
Please refer to our Delivery Info page for service-specific hours.
Delivery Fees and Pricing
What do you charge for delivery?
Delivery and service fees vary by order type:
• Restaurant Delivery: Mileage-based delivery fee
• Grocery Delivery: $20 - $25 delivery fee
• Bulk Food & Supplies Delivery: $10 delivery fee $20 service fee
• Top Shelf (Alcohol Delivery): $10 delivery fee $20 service fee
• Order From Anywhere: Mileage-based delivery fee plus 20% service fee
Why are the prices on your site higher than the restaurant’s prices?
The prices listed on our platform are Five Star Home Delivery prices and may differ from in-store or restaurant pricing.
Why are there additional fees for certain restaurants?
Some restaurants apply takeout or packaging charges to orders before pickup. These charges are shown in your cart before checkout.
Why is there no delivery fee showing on my order?
This usually happens when the delivery address has been entered incorrectly. Please enter the house or property number first, followed by the street name. For example: 11 Reid Street.
Please do not place hashtags, unit numbers, or apartment numbers in the first address field. Unit or apartment details should be entered in the second address field.
Payment
What payment methods do you accept?
We currently accept:
• Cash at the door
• All major credit cards
• Debit cards
A 4% convenience fee applies to all credit and debit card payments. If paying with cash we give a 5% discount. Please have the exact amount ready, as our drivers do not carry cash.
What is the convenience fee?
The convenience fee is charged when you choose to pay by credit or debit card. It helps cover payment processing costs.
Address and Delivery Availability
Why is my address showing as unavailable for delivery?
This often happens when the postal code is entered incorrectly. Please make sure there is a space between the letters and numbers.
• Correct: HM 03
• Incorrect: HM03
If your address is still unavailable, please double-check your street address and postal code before contacting support.
What information do I need to enter for my address?
To avoid delays or delivery issues, please provide:
• House or property number
• Street name
• Parish
• Postal code
• Unit or apartment number in the second address field, if applicable
Accurate address details help us confirm delivery availability and dispatch drivers efficiently. We reserve the right to correct any incorrectly calculated delivery fees due to errors in milage based geocoding.
Ordering
Can I order from multiple restaurants in one delivery?
Yes. However, orders from multiple restaurants typically take 15 to 30 minutes longer than the quoted delivery time so we can coordinate pickups. A separate mileage-based restaurant fee applies for each restaurant included in the order, and this will be reflected in the service fee.
Can I place an order from a restaurant that is not listed on your site?
No. All restaurant orders must be placed through our system so that we can properly track, process, and dispatch deliveries. We can only deliver from restaurants listed on our platform.
How do I add special instructions to items in my order?
Each item on our website includes a special instructions box before it is added to your cart. Please enter item-specific requests there.
Please do not place food or item instructions in the general order notes box, as restaurants may not see them when orders are transmitted electronically. We cannot accept liability for incorrect orders when item instructions are entered in the wrong field.
Large Orders and Pre-Orders
I have a large order. How much notice do you need?
For office meetings, group orders, and special events, we recommend placing your order 24 hours in advance.
We can sometimes accommodate same-day large orders, but for orders with more than 10 entrées or for time-specific deliveries, placing your order at least 3 hours in advance will help minimize delays.
Can I pre-order for a later time or date?
Yes. You can place a pre-order for a specific date and time up to two weeks in advance.
Please note that while we can guarantee the date, we cannot guarantee the exact delivery time. Pre-orders and ASAP orders may arrive up to 30 minutes earlier or up to 45 minutes later than the requested time, depending on order volume.
Can I cancel a pre-order?
Yes, cancellation windows are as follows:
• Restaurant pre-orders: May be cancelled up to 2 hours before the scheduled delivery time
• Grocery pre-orders: May be cancelled up to 24 hours before the scheduled delivery time
There are no refunds for orders cancelled after these cut-off times.
Order Issues and Support
I have questions or comments about my order. Should I call the restaurant?
In most cases, no. Unless your question is specifically about food preparation or a restaurant’s daily special, all questions and concerns should be directed to Five Star Home Delivery.
If there is an issue with your order, you must contact us within 30 minutes of delivery so that we can review and address the matter.
What should I do if there is an issue with my order?
Please contact us immediately. The fastest way to report an issue is through our Live Help service, available from 9:00 AM to 9:00 PM, Monday to Saturday.
Depending on the issue, we may ask you to provide photos. Please note that we must be contacted within 30 minutes after delivery in order to review and resolve the issue.
Driver Tips
Is it necessary to tip the driver?
Our drivers use their own vehicles and fuel to complete deliveries. A minimum $5 tip is added if no tip is selected during checkout. Drivers receive 100% of all tips.
Additional Helpful Questions
Do you deliver during bad weather?
We do our best to operate as safely and consistently as possible. However, severe weather may affect delivery times or service availability.
Do you deliver to offices, hotels, schools, and Airbnb properties?
Yes. We provide island-wide delivery to residential addresses, offices, hotels, schools, and Airbnb properties.
How can I contact customer support?
You can contact Five Star Home Delivery through our available support channels, including Live Help, phone, and online contact options.
Do you offer scheduled deliveries?
Yes. Scheduled deliveries are available for eligible orders and can be placed in advance through our platform.
Do you offer gift certificates?
Yes. Gift certificates are available for purchase.
