There is a delay with my order
Restaurants and robots do their best to deliver your order within the estimated time. Unfortunately, there may be some external factors or peak hours that we are unable to foresee, which can cause delays. We are trying our best to provide you the most accurate time of delivery.
If the order is delayed, you will receive push notifications in the app, and we will also adjust our time estimates based on actual times.
There were missing or wrong items in my order
Even though we deliver with robots, human errors can happen and our Customer Support Team will do their best to help you out in this situation. Please contact them by using the help section in the app and explain what was wrong with your order.
If you received wrong item(s), please send picture(s) to Customer Service email help@starship.co
We ask you to file fulfillment related complaints within 2 hours after the delivery has been completed.
The robot is at its destination but I am unable to open it.
First, please make sure that you are connected to the Internet. Sometimes moving from Wi-Fi to 4G can cause the app not to display instructions for opening the robot in a timely manner. If the issue still persists after you have made sure that the internet connection is fine, then please contact our Customer Support Team via the help section in the app and they will open the robot for you.
Why is my order delivered by a human?
There are 3 main reasons why sometimes your order could be delivered by a human courier
- The items do not fit into one robot.
- The robots are really busy and since we want to deliver the items to you on time then it would be faster to deliver them by hand.
- There could be a mechanical issue with the robot, therefore, it is unable to complete the delivery.
Every time we do a hand delivery you will be notified by a text message or call to confirm that a human will be delivering the goods to you.
How can I change my order
Unfortunately, Starship is not able to change any ongoing orders. We can cancel the orders for re-ordering, if needed.
Please keep in mind that when ongoing deliveries are cancelled then you have already been charged for the order and the refund for it can take up to 5 business days to get back to you.
How do I cancel my order?
You can cancel the delivery by yourself to the point where the preparation has not yet started. After the order preparation has been started you are unable to cancel the delivery by yourself and we ask you to contact the Customer Support Team to cancel the order.
How to proceed if I missed my robot?
Once the restaurant confirms your order, Starship will provide you with an estimated time of arrival. We ask you to make sure that there is someone at the address to receive the order around the specified time. You can open the robot remotely from your device as well.
You will receive notifications in the app and via text message when the robot is on its way, arriving at its destination or if it will leave soon. Please make sure you have a good Internet connection and are able to keep an eye on your delivery.
Our robots are very busy and after 12 minutes of waiting, your delivery will be cancelled. If you miss your delivery, your order will still be charged for.
Can I change my delivery location?
To change your delivery location please contact our Customer Support Team and let them know where you need to reroute the robot. Please be ready to provide the Customer Support Team with detailed address information (town, street address, area code).
The address is incorrect in the app
The address is only for the reference. Our robots cannot read the address signs but are great at operating with GPS locations. Please make sure that the pin is on the correct building as the robot always comes to the place where the pin is placed. The best way to find the correct house is by using the satellite view.
Why was my order cancelled?
Your order may be cancelled by the restaurant or Starship for any of the following reasons:
- The item(s) you have ordered is sold out.
- The item(s) you have ordered has been discontinued.
- The restaurant is currently at full capacity/high demand.
- The restaurant kitchen is closed.
- The robot was waiting at the destination for over 12 minutes.
You will also be notified of the cancellation on the app. You will not be charged for any orders cancelled or rejected by the restaurant or us unless you failed to meet the robot before the 12 minute mark.
Payments
How do I add my campus funds?
Before you can add your campus funds, you need to successfully verify your phone number and add your e-mail address.
When placing an order and choosing your payment method, select your campus funds and log in with your university credentials.
What to do if I have problems with adding/using my campus funds?
Please try to reinstall the app and proceed as stated above.
If the issue persists, please contact our Customer Support Team.
How does the charging process work?
Whenever you place an order, Starship will authorize the full amount of your placed order from your payment card. Once the order has been “Picked” or marked as “Ready for Delivery”, Starship will then charge you for the order. While charging for the order, Starship will also take into account the items that the merchant has marked out of stock or substituted and you will not be charged for these items or charged differently. The authorized amount for out of stock items will be released immediately and it will return to your account soon after that.
How long do refunds take to process?
When there has been an issue with your order and you are eligible for a refund, then the Customer Support Agent will immediately start the refund process. Refunds can take up to 5 business days depending on your bank.
How do I remove a payment method?
To remove a payment method from the app you need to clear the app’s cache under device settings.
Please bear in mind that you will need to reinsert and revalidate your phone number after that.
I have not received a receipt
Receipts are always sent out once the order has been completed. Please check the spam folder, as sometimes they may get sent there. If the receipt is still nowhere to be found please contact our customer support team and they will resend it to you.
I am unable to place an order. The transaction keeps failing.
There could be multiple reasons for this to happen:
- Please make sure that you have sufficient funds on your card or account.
- It is also possible that your bank does not let the transaction go through due to security reasons and you will have to contact the bank to let them know that you authorize these transactions. After contacting the bank please wait for 1 hour before trying to reorder.
If you are still unable to place an order, then please contact the Customer Support Team.