FAQs

COVID-19 Related FAQS - What measures are you taking to protect employees, customers, and delivery drivers?

The health and safety of our community, team members, partners and our customers is our top priority. We are closely monitoring the situation and following guidance from local, state and Federal government and health agencies, including the Centers for Disease Control and Prevention (CDC), World Health Organization (WHO) and local health officials. We train and educate our staff on COVID-related matters and discuss prevention and best practices to maintain a safe work environment. We have increased the frequency of cleaning and disinfecting all work areas. And we are ensuring our employees have the information they need to stay healthy or stay home if they do not feel well. We work to inform the delivery drivers of the guidance and suggested practices from the health and government agencies. We remind them to frequently wash their hands, always use hand sanitizers and wear masks during deliveries, from pick-up until delivery. We have instituted contact-free delivery procedures to best allow for social distancing. We also encourage and allow our customers to provide any special instructions to make sure they feel safe during the delivery of their food. If you have any questions or concerns, please free to call our Customer Service for additional information.

COVID-19 Related FAQS - Can coronavirus spread through food, including refrigerated or frozen food?

Although we are not experts in epidemiology and COVID-19, we look to experts for guidance and refer to the information provided by them. And according to the CDC, “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food.

What is The Food Runners?

The Food Runners is a restaurant marketing company.We provide a platform for restaurants to connect with customers and delivery professionals. We offer companies and customers some of Orange County’s best restaurants delivered by the most professional delivery drivers. We only partner with restaurants providing excellent food and great selection, and we only contract with drivers that take their business seriously to provide an unparalleled experience.

What if I have food allergies and/or want to change an order?

Depending on the restaurant, most food allergy requests can be accommodated, just let us know! Changes to your order can typically be made up to 3 hours prior to your scheduled delivery time, depending on the restaurants ability to do so. But we are happy to try once you call us!

Can I order multiple meals, or from multiple restaurants, in the same order?

You can order from more than one restaurant at time, however, you will have to make individual orders from each restaurant. Please be aware that there is a minimum of $75.00 per order per restaurant.

What happens if I don’t use my account?

If you do not use your account to make an order for 60 days, the system will automatically reset your account. You can contact customer service to have your account activated again. Please be aware that if your account resets, you will lose your rewards points balance as all account information will be reset.

Do you offer contact-free delivery?

Sure! We can provide contact-free delivery. We have a field so you can “Add Instruction for Driver” on the checkout page before placing your order. This allows you to notify your driver on specific instructions for your delivery. You can also call in and a friendly customer service representative can add any specific instructions for your driver.

What happens if I provide the wrong delivery address and the food was delivered to someone else?

Unfortunately, The Food Runners will not take any responsibility if you provide incorrect delivery information. We have to charge the full amount, but we can arrange for quick option and update for your future orders.

If I have an issue with an item in my order, how can I report the issue? Would I be able to get a refund?

Please contact Customer Service immediately whenever you have an issue with an order. Whenever possible also provide photos or information regarding the mistake to us. We will contact the restaurant that prepared your order and try to work out a resolution. Whenever a restaurant makes a mistake on an order, it is at their discretion how to handle the mistake, We will contact the restaurant on your behalf and try to resolve the issue as you request, including seeing they would like to offer a refund, credit or replacement.

Can I change or remove my delivery driver’s gratuity after service is provided?

Yes, just let us know as soon as possible if you want to make any changes to gratuity. The change can only be done for a limited time following your order being completed.

If I am an inactive customer, can I still redeem gifts using my rewards points? Do my points expire?

Unfortunately, if you have not used our service for 60 days or more, your account will be reset. When your account is deactivated due to inactivity, the system will automatically remove any unused points and reset your point balance to zero.

Can I make changes to an order directly through the restaurant?

We have a special agreement with our restaurant partners and all changes need to be made through The Food Runners. If you need to change anything on an order, just give us a call and we will be happy to contact the restaurant for you!

Is there a limit to the number of points I can redeem at one time?

The maximum amount of points you can redeem per month is 40,000.

Can I transfer my points or Visa gift cards to someone else?

No, points and rewards are non-transferable, this includes Visa gift cards. There is a maximum of 1 Visa gift card per account holder. We offer reloadable rewards cards to make redemption easier. So when you request a Visa gift card, you will receive a card and activate it. We can then load subsequent point redemptions to the same card quickly. That way you don’t have to wait to enjoy your rewards!

Can I edit an order?

Yes, with certain exceptions. If you would like to make a change to an existing order, please call Customer Service and we will gladly make any changes to your order! However, we may not be able to make changes requested less than 3 hours prior to the scheduled delivery time.

How and when can I cancel an order?

You can cancel your order by making a request online up to 5:00PM the day before your scheduled delivery by logging in to your account. In your account you can go to the “Orders” section and submit a cancellation request. You can cancel same day, up to 3 hours prior to your scheduled delivery (with certain exceptions), by calling us at 714-545-3663. Orders can typically be cancelled up to 3 hours before your scheduled delivery time. However, individual restaurants may not accept last minute cancellations depending on food preparation or other efforts involved in fulfilling your order.

Can I open a house account?

Yes! We do accept check and ACH payments. However, if you fail to pay any invoice within 30 days of the date of the invoice, The Food Runners reserve the right to charge the credit card or bank account linked to your House Account. Please see our Terms and Conditions for more details.

Don't see your question?

Call us at (714) 545-FOOD (3663)