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Frequently Asked Questions

How do I sign up?

You can sign up by going to: https://www.mrdfood.com/register

Alternatively, if you have the Mr D Food app, you can simply open the app and click "sign up" on the opening screen. 

 

 

How do I download the app?

 If you have an iPhone or an Android phone you can download the "Mr D Food" app from the Apple App Store or Google Play Store. 

To go there now, you can also click the below link: Download the app now

If you don't have a compatible phone or prefer to order on our website you can go to www.mrdfood.com

How do I reset my password?

To reset your password go to: https://www.mrdfood.com/forgot

Enter the email address you used to register then click "submit". An email will be sent to your registered account with a reset password link. Once the email arrives, click the reset password link to continue.

If you still experience problems after following the above steps please click the thumbs down and log a ticket. 

 

 

I want to unsubscribe from emails

To unsubscribe from marketing emails you can click the unsubscribe link at the bottom of any marketing email you have received. 

Alternatively, please click the thumbs down to log a query and we will unsubscribe you on your behalf. 

How do I add / remove a credit card?

When you place your next order, on the payment screen, you can choose to add a new credit card or remove a credit card that you've used to pay with previously. 

 

How do I edit an address?

If you'd like to edit a previously used address you can do so by selecting the menu icon on the top right on the app screen and clicking on "profile" If you scroll down you'll see your saved addresses, click on the address you'd like to edit to make the needed changes.  

If you're having any issues editing an address and need assistance you can log a query by filling in and submitting the form below. 

Other

If you have another question not covered in the "Getting Started & Account Settings" section please feel free to log a query by clicking the thumbs down and our team will get back you.

How do I place an order?

1. Download the app

If you have an iPhone or an Android phone you can download the "Mr D Food" app from the Apple App Store or Google Play Store. To go there now, you can also click the below link: Download the app now

If you don't have a compatible phone or prefer to order on our website you can go to www.mrdfood.com

2. Pin Location 

Enter your street address to see which restaurants are available in your area. 

3. Choose Restaurants 

Browse the menus of the best local restaurants to find whatever you feel like! 

4. Pay Cash or Card  

Happy with your order? Checkout & choose to pay with your card or cash on delivery. 

5. Track Delivery

Sit back, relax, we'll keep you updated on your delivery every step of the way! 

 

How do I know if you service my area?

Mr D Food is currently available throughout most of: 

  • Cape Town 
  • Johannesburg 
  • Pretoria 
  • Durban 
  • Bloemfontein 
  • East London 
  • Nelspruit 
  • Port Elizabeth 
  • Kimberly 
  • Klerksdorp
  • Potchefstroom 
  • Polokwane

To see if we service your area & what restaurants are available, simply enter your address into the homepage of our app or website. 

What restaurants are available in my area?

To see which restaurants are available in your area, simply enter your address into the homepage of our app or website. 

If your local favourite is not available on the app please let us know by clicking the thumbs down and logging a ticket. We might just be able to encourage them to join our platform.

I can't find my address on the map screen?

If the map doesn't display the correct street number:

No worries, just make sure to place the pin in the correct location and that the street name is correct. You can correct the street number at checkout on the Order Review Screen.

 If the map does not display the correct road name! 

Please ensure that the pin is in the correct location. You can proceed from here and add additional information regarding your address on the Order Review Screen. It is important that all relevant information is included for the driver to find you.

If you live in a housing estate or office park without street names! 

Please ensure that the pin is in the correct location. You can proceed from here and add additional information regarding your address on the Order Review Screen(Apartment/Office Name, Floor Number and directions). It is important that all relevant information is included for the driver to find you.

Can I call in to place an order?

We no longer offer the option to place orders over the phone. 

 

We want to reduce customer frustration & can offer a much better experience via the app/website so we have decided to discontinue placing orders via the call centre.

95% of customers already choose to order online.

 

Why is the online experience so much better?

 

  • You can place your order x5 times faster
  • You can save R30 on every order because there are no added call centre service charges
  • You can use your credit card to pay or still use cash on delivery
  • You can take advantage of discounts only available online - like free delivery
  • You can browse your favourite restaurants latest menus
  • You can track your order live

 

Download the app now or if you don't have a compatible phone or prefer to order on our website you can go to www.mrdfood.com

 

I need more information on a restaurant's menu or pricing?

All restaurants set their own menus and prices on the Mr D Food app.

Whilst we encourage our restaurant partners to keep their menu and prices on the app the same as their in-house menu, some restaurants choose to increase their prices for delivery. 

 

When menu items are excluded this is usually because they don't travel well or are exclusively reserved for in-house dining.  

 

If you have further questions regarding a menu item or specific restaurants pricing we suggest you contact the restaurant directly to clarify. 

 

Alternatively, you can click the thumbs down and log a query. We will liaise with the restaurant on your behalf. Please note the turnaround on queries for restaurants via our customer services team may have longer turnaround times than normal queries. 

What do I do if all your drivers are busy?

We only take on as many orders as we can handle to ensure your food always arrives fast and hot. From time to time this means we may not be able to take orders for delivery if our drivers are all currently busy. In this case, we suggest you check back in a few minutes. 

 

What are your operating hours?

We currently operate: 

Monday - Friday: 7am - 10pm 

Saturday: 9am - 10pm

Sunday & Public Holidays: 10am - 10pm 

 

My app isn't working! Get technical assistance

If you are getting an error or your app is not working as it should we suggest you do the following: 

  • Check that you are connected to Wifi or 3G/4G
  • Close the app & reopen 
  • Reboot your device 
  • Update your app

 

If the above does not resolve the issue,

  • Please click the thumbs down and fill in the below form to log a query
  • Make sure to let us know if you're using the iOS app, Android app or website
  • Attach a screenshot of the issue you're experiencing

 

Providing us with the above information will assist our customer service team in assisting you to resolve the issue quickly and thoroughly. 

What payment options do I have?

You can select to pay with card and instant EFT on the app or with cash on delivery. Please note you aren't able to pay cash for collect orders.

 

Important: Our drivers do not carry credit card machines. Please ensure you have sufficient cash in case you select the cash on delivery option.

How does paying 'cash on delivery' work?

When placing your order you can select "cash on delivery" as a payment method. This means you'll be able to pay the driver cash when he arrives with your order. 

Please note the following: 

  • Drivers carry limited change
  • We don't offer speed points
  • We don't take cheques
  • We only take Rands and cents (no foreign currency)

How do you ensure safety of my credit card information?

We take the security of your payment and personal information seriously. We work closely with Paygate, a market leader in online payments. Paygate holds PCI DSS Level 1 compliance certification, with over 10 million cardholders trusting them with their data.

Do you have a min amount I need to spend to get delivery?

We require customers to spend a minimum of R65 to get delivery. There is no minimum order value for collect orders.

What do I do if I'm having issues paying with a credit card?

We are so sorry that you're having issues paying with your credit card. Unfortunately, the source of the problem is not always obvious as there are multiple layers to this.

 

We suggest you do the following: 

  • Check you have funds available in your account 
  • Ensure you have registered for online purchases with your specific bank
  • Try again if you believe you entered your details correctly

 

If the above does not resolve the issue, you can select the instant EFT option or choose to pay cash on delivery. Alternatively, click the thumbs down to log a query with us.

 

When logging a query:

  • Make sure to let us know if you're using the iOs app, Android app or website.  
  • Attach a screenshot of the issue you're experiencing

 

Providing us with the above information will assist our customer service team as well as our payment portal provider in assisting you to resolve the issue quickly and thoroughly. 

What is the personal shopping fee for?

For orders placed at Checkers LiquorShops a personal shopper selects and packages your order. The personal shopping fee, set at a flat rate of R20, covers this service and is payable in addition to our delivery service fee.

 

The personal shopping fee will be shown above the service fees in your cart.

Other

If you have another question not covered in the "Payments & Fees" section please feel free to log a query by clicking thumbs down and our team will get back you.

How do I find available promotions?

When you sign up we will automatically add you to our email database so you get notified of promotions.

If you're using the app you can opt into push notifications to ensure you get notified as promotions launch. To do this, go to menu > notifications. 

 

P.S.: Should you be unable to find emails from us in your inbox please check your spam folder.

How do I get free delivery on my first order?

When you sign up you'll be emailed a coupon code. Entering this coupon code at checkout will entitle you free delivery on your first order. 

You can sign up by going to: https://www.mrdfood.com/register

Alternatively, if you have the Mr D Food app, you can simply open the app and click "sign up" on the opening screen. 

How do I apply a coupon code?

Coupon codes can be redeemed by applying the code at checkout on the order review screen. 

What if my coupon code doesn't work?

If you enter a coupon code which isn't valid we provide a reason on screen.

Usually, this reason pertains to the T&C's of that specific coupon - it may be invalid on your specific order or have expired.  

If you feel the reason code is incorrect please click the thumbs down and log a query so we can investigate and get back to you. 

I did not receive my One Time Pin (OTP) for a Coupon. What now?

We use a third party SMS service to distribute these OTPs. In case you did not receive yours please follow these steps:

  1. Check that the phone number listed is correct
  2. Request to “Resend OTP”
  3. If this still does not work please log a ticket with our support team by clicking HERE. We’ll follow up from here.

Other

If you have another question not covered in the "Promotions" section please feel free to log a query by clicking the thumbs down and our team will get back you.

I want to contact your PR/marketing department

To contact our marketing / PR department please email: megan@mrdfood.com

I want to become a driver

To apply to become a driver please complete the driver application form.

You can find the form here: https://www.mrdfood.com/become-a-driver

 

I want to list my restaurant on your platform

To apply to list your restaurant please complete the restaurant application form.

You can find the form here: www.mrdfood.com/become-a-restaurant-partner

Other

If you have another question not covered in the "Business Opportunities Enquiries" section please feel free to log a query by clicking the thumbs down and our team will get back you.

What do I do if my loyalty card number isn’t working?

You need to contact the loyalty program directly to resolve the issues with your card number.

Please contact the applicable loyalty program on the details listed below:

Spur Customer Care: 0860 007 787

John Dory's Customer Care: 0860 536 797

Panarottis Customer Care: 0860 007 262

 

Where do I add my loyalty card number so I can earn points on my order?

If you are placing an order with a qualifying restaurant you will have the option to add your loyalty card number on the “order review” screen when placing your order.

Which restaurant loyalty programs can I earn points for when placing an order?

We currently allow customers to earn points on all orders with:

  • Spur
  • John Dory's
  • Panarottis

Note: We don’t yet allow customers to spend their earned points on the Mr D food app.

How long will delivery take?

On average it takes 35 minutes from when you place your order for your food to arrive fast and hot at your door. This depends on the time it takes a restaurant to prepare an order and the distance a driver needs to cover from the restaurant to your doorstep.

 

When you select the restaurant you want to order from, we give you an estimated delivery time to ensure you know how long delivery will take from the specific restaurant you've chosen. We'll also keep you updated throughout the journey, from placing the order right through to delivery.

 

How much does delivery cost?

We charge a simple flat fee of R15 per delivery!

How is the food delivered to me?

Once your order is placed & accepted by the restaurant, they will prepare and package your food. Our drivers collect your order from the restaurant, store it in a thermal hot bag and will deliver it fast and hot to your door, either in a car or on a motorbike. 

How do I track my order?

Once you have placed your order on the app or website you'll be redirected to the tracking screen. There you can follow your order through all the necessary steps.

If you're using the app and have enabled push notifications you'll also receive notifications as your order makes it's way to you. 

 

Can I collect my order instead of having it delivered?

Yes, all you need to do is select the "Self Collection" option when placing your order.

 

Top Tip: Try it to skip the queue at your local favourite.

 

 

Why do some restaurants only have collect as an option?

If you only see collect as an option for a restaurant you'd like to order from this either means:

  • There isn't a driver available within the area of that restaurant and your address at the time of your order.
  • This restaurant and your address are too far apart for us to ensure your food arrives fast and hot so we aren't able to offer delivery. 
  • This restaurant and your address aren't within the same service area. In rare cases, this can mean that a restaurant nearby may not be available for delivery.

How do I collect an order?

Choose the collection option if you'd like to pick up your order yourself. You'll still receive a confirmation that the restaurant has received the order with an indication of your pick-up time. When you get to the restaurant you'll just need to provide your order number to a member of staff to collect your order. 

 

Remember: You have already paid for this order and no additional payment is necessary at the restaurant.

How do I report a driver incident or share a driver compliment?

To report a driver incident or to share a driver compliment or suggestion please call us on 087 362 7666.

Other

If you have another question not covered in the "Delivery" section please feel free to log a query by clicking the thumbs down button and our team will get back you.

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