When your driver arrives: the wait and missed deliveries

The hand-off at your door only takes a minute or two when everything's ready. Here's what to expect, and what happens if you miss your driver.

Before your driver gets there

• We let you know when your driver is on the way. Your order page can also show about when they'll arrive, and in the Dris app on iPhone you can see your driver on a map when you're their next stop.
• Keep your phone nearby. If your driver can't find the door or the buzzer, they'll call or text you.
• Have three things ready: your physical ID, your cash or debit card, and a moment to check your order.

At the door

1. ID check. Your driver checks your physical, valid ID and confirms it matches the name on the order. The person who placed the order has to be the one who receives it; someone else can't accept it for you, and we can't leave orders at the door.
2. Check your order. Take a look before you accept it. At the door you accept the whole order or refuse the whole order; we can't take back part of an order.
3. Pay. Cash or debit, for the amount shown at checkout. If you pay by debit, checkout shows the amount to expect on your card before you place the order: see Paying at the door.

Our delivery team wears body cameras. Your delivery, including the ID check at your door, is recorded on video, as Massachusetts rules require.

The wait

When your driver arrives, they wait at least 5 minutes for you. Your order page shows a timer while they're waiting, and they'll try to reach you by phone or text. After that, they have to move on to the next delivery on their route.

The $10 missed-delivery fee

If no one is there to receive the order after the wait, a $10 missed-delivery fee is added to your next order. It appears as its own line, isn't taxed, and you pay it at the door with that order.

The fee doesn't apply when a delivery can't be completed for another reason, such as an ID or purchase-limit problem.

How to avoid a missed delivery

• Choose a window when you'll be home for the whole time. See Delivery hours and delivery windows.
• Add clear delivery notes, like a gate code or which entrance to use. You can update notes until your driver is on the way.
• If your plans change, cancel free until your driver is on the way. After that, cancelling costs $4. See Changing or cancelling an order.

If something goes wrong

If you were home and your driver couldn't reach you, or you think a fee was added by mistake, call us at 857-242-0721 or email [email protected]. We'll look into it with you.