Postmates FAQs

We apologize that your delivery wascanceled. There are a few reasons that might cause your order to be canceled. Some of those reasons include:

The merchant is closed due to a private event, emergency, or a change in their operating hours.

The merchant is too busy to take new orders.

The merchant cannot accept payments due to an equipment malfunction.

The merchant is cash-only. Postmates cannot place orders at cash-only merchants.

If your order is canceled, you will receive a textmessage, email, or push notification explaining the reason for the cancelation. To prevent other customers from running into the same issue, we will temporarily deactivate the merchant on our platform until the issue is resolved.Rest assured that we will investigate the reason behind the cancelation to prevent it from happening in the future.

Your order's status is displayed on a tracking screen in your Postmates app. The screen will show you whether your order is being prepared or if it's on its way.

The app will also show an estimated delivery time. This time may change to accommodate prep time at the restaurant or traffic.

Once your Postmate has picked up your order, you can track their location. If you need to contact your Postmate, tap the "Help" button next to their name. Please note that your Postmate may be unable to respond right away if they are driving.

When your Postmate arrives, the app will send a push notification and SMS text message to the phone number listed in your app. If your Postmate doesnt hear from you right away, they will wait only 5 minutes while continuing to try and contact you.

After 5 minutes, your Postmate will move on to make their next delivery and you will be unable to contact them. Remember to keep your phone charged and handy!

So your delivery goes as smoothly as possible, be sure to double-check that:

Your address (including suite/apartment number) and phone number are up to date in your app.

Your phone is set up to receive SMS messages and push notifications from the Postmates app.

Youve shared any special instructions (like Please leave food at front desk!) with your Postmate.

To update your phone number via iOS:

Open the Postmates app

Tap on the settings cog in the top left-hand corner

Tap on Contact Info

Change your phone number

To update your phone number via Android device or web:

Navigate to Settings

Go to your Account Details screen

Change your phone number

That's it!

If you're interested in becoming a Postmate, head on over to postmates.com/apply !

Your online accounts and digital devices contain a lot of important information about you.

As articulated in our Trust & Safety Overview, nothing is more important to us than your safety and security. With that in mind, we have put together these tips to help you better secure your account and keep your data safe.

How to handle suspicious activity

Please note that we will never ask for your account personal information, login information or credentials while a delivery is ongoing or ever. Should you receive requests of this nature, do not share your account credentials and please contact us immediately so that we can investigate further.

Phishing

Scammers using phishing techniques attempt to obtain sensitive information such as your password by pretending to be an entity you trust.

Below is an example of phishing:

a library

If you receive a phone call or a text message from a suspicious caller pretending to get in touch from the Postmates Verification Team, hang up immediately,don'topen any links or respond to sender.

Email Fraud

Postmates will always contact you from @postmates.com, @fleet.postmates.com and @postmates.zendesk.com.

If you receive an email claiming to be from Postmates that didnt originate with those domains,don'topen it as it may include malicious attachments or links to spam and phishing sites.

If you get an email that looks like it came from Postmates but wasn't sent from one of these addresses, don't open any of the links and delete the email.

Protecting your personal information

Your password is the key to your account and all the information stored in it, such as your address and payment information. If you detect unusual activity, you should change your password right away. A good security recommendation is to change your password regularly.

Make your password a sentence: A strong password is a sentence that is at least 12 characters long. Focus on positive sentences or phrases that you like to think about and are easy to remember (for example, I love country music.).

Unique account, unique password: Having separate passwords for every account helps to thwart cybercriminals. At a minimum, separate your work and personal accounts and make sure that your critical accounts have the strongest passwords.

Use a password manager: Everyone can forget a password. Using a password manager to keep track of your passwords is a great way to keep all your credentials safe.

How do I reset my password?

Download the latest mobile app and sign out of your current account.

Once signed out tap,Get Started. Then enter your mobile phone number associated with your Postmates account.

We will send you a 4-digit verification code and thats it! Youre in.

Once you have done this, your account is now passwordless, so no need to reset any passwords ever again. Just use your mobile phone number to sign in!

Our partners Stay Safe Online have put together with specialized resources. Check it out for more security recommendations!

Our customer service team is available 24/7to assist with your delivery requests.

Do you have a question about an existing order or charge?

For fastestservice, please reach out to us through the delivery in question listed inyour account either in the Postmates app or on the web store. For detailed instructions on how to find your most recent deliveries and submit a request for assistance, please see this article.

Do you have a general question for us?

If you would like to get in touch with us about a question other than an existing order or charge, contact us through this form.

Are you a Postmate looking for help?

Check out our Fleet Help Center.

Are you aMerchant or Partnerlooking for help?

Check out our Merchant Help Center.

If you encounter an issue with your delivery and need assistance from Customer Service, we ask that you notify us about the issue immediately. In order to properly address your issue and do any necessary follow-up with the merchant and/or Postmate, we will need to be notified within 48 hours of the completion of your delivery. Issues submitted within the 48 hour guidelines will be addressed first.

When placing an order, Postmates will verify your card by placing a temporary authorization (temp auth) on your account.

Still seeingtwopaymentson your bank account? Dont worry its not an additional charge. Heres how it works: To guarantee payment for your order, we authorize your card to ensure its valid and there are sufficient funds available to place your order. This is a common practice used as an extra layer of security for all parties.

This temporary authorization, which is typically slightly more than your initial order price, expires within 1-3 days of your completed delivery. You will only be charged for your order total. The final charge amount will be posted within 24 hours, and the total will include the name of the merchant or restaurant you ordered from. After processing (within 1-3 days), your bank statement will appear similar to the below, showing the original order charge and reversal of the temp auth:

This also occurs when you add a new payment method. After adding the new payment method, you will see a $1 temporary authorization hold to make sure the card is active. The authorization hold is reversed within a few days, depending on your bank policy.

Also, if your delivery is cancelled, the temp auth will be reversed within a few business days. Temporary authorizations apply to Apple Pay or Android Pay as well.

Youll see a temporary authorization on all Postmates orders.

To update your password via the web or your iPhone or Android device, simply tapForgot Password on the sign-in screen.You can then set a new password for your account.

Read our article on how to keep your account safe for more information.

If you have a question about an active or recent order (including charges), contact Order Support for the fastest service.

Simply tap the clock icon in the top-rightcorner of the Postmates app, tap the name of the merchant you ordered from, scroll to the bottomand tap Contact Support.

Order History On the web, open up your,select the merchant you ordered from and click Help.

In order to properly address your issue, and do any necessary follow-up with the merchant and/or Postmate, we will need to be notified within 48 hours of the completion of your delivery. Issues submitted within the 48 hour guidelines will be addressed first.

If you need to reach out to Customer Service more than 48 hours after your delivery has been completed, you still can! Please note, issues submitted 48 hours after the order has been completed may be subject to more restrictive guidelines.

If you would like to cancel your Postmates account, please open a ticket here for further assistance in deleting your account.

When you sign up for an account on Postmates, we need to make sure that we have your correct phone number associated with your account. Phone number verification ensures your account is secure and up to date with the correct information. It alsoallows us to text or call you if something comes up during your order (i.e., substitution, order clarification, delay, etc.).

When you see the phone number verification prompt in the app, just type in your current phone number and you will receive a verification code via SMS. Enter that 4 digit code on the next screen and youre all set.

When Postmates receives word of a payment dispute (or chargeback) from your bank, we assume the payment was made without yourpermission and immediately place a hold on youraccount to prevent any additional unauthorized transactions.

If a hold was placed on your account because of a dispute but you are the cardholder and did indeed place the order yourself, withdraw the dispute with your payment provider and provide a screenshot of the confirmation via our contact form.

Once weve received your documentation, well remove the hold on your account.

Note that if your Postmates account is linked to a friend of family member's payment information, it is possible that they have disputed the payment. Please check with them and submit the confirmation using our contact form.

Were very sorry that your order did not arrive as planned. To resolve your issue quickly, please navigate to your Postmates order history page by tapping on the clock icon in the top left hand corner of the iOS app. Then tap the name of the merchant from which you ordered from and select Items damaged, missing or incorrect. On the next screen, indicate what issue was experienced out of the 3 options provided. You can also add information about the item(s) by tapping Something Else and describing in more detail. To report this on your Android App, go into your Deliveries screen through your settings and choose Contact Support. Then tap the name of the merchant from which you ordered from and select Items damaged, missing or incorrect. On the next screen, indicate which issue was experienced out of the 3 options provided. You can also add information about the item(s) by tapping Something Else and describing in more detail.On the website, click on your avatar at the top right hand of the screen, click Deliveries and then select the order in question. Choose Contact Support, and well get back to you soon!

If you see an unfamiliar Postmates charge on your credit card or bank account, please review these steps.

Unrecognized charges can often be tied back to a friend, coworker, or family member who may be using your payment information or a linked account. Please check with your family and friends that may have been previously authorized to use your card.

Check your order history to locate the charge. It may be tied to an order you've placed or a cancellation fee. If you believe you were charged a cancellation fee by mistake, please navigate to Orders > Can I cancel my order.

An unrecognized charge may also be a small authorization hold, which is never actually charged to your account, but may appear as "pending". All authorization holds are voided within a few business days, depending on your bank's policy. We issue authorization holds as a way to better protect against fraud that may result from unauthorized card usage.

If you are still unable to recognize a Postmates charge on your account, please share some info here. We're happy to review and make necessary adjustments.

For more information, please read on how to keep your account safe or what to do if your account seems to have been compromised.

Once your Postmate has picked up your order, you will be able to tracktheir location on a map. You can contact your Postmate if needed by tapping the Help button next to their name on the tracking screen. Feel free to let your Postmate know if you have any special instructions for reaching you at the drop-off address (e.g., if you have a gate code).

As your Postmate arrives to your delivery address, we will notify you of their arrival with a push notification to your device and an SMS to the phone number you entered at checkout.

If you suspect that someone else used your Postmates account or there is suspicious account activity, your account may be compromised.

Suspicious activity includes:

Order requests on your account you didn't make

Phone calls or text messages from drivers about delivery when you did not request an order

Receipts for orders on your account that you don't recognize

Account changes that you didn't make

Password or details attached to your account updated without your knowledge

If any of these situations apply, you should reset your password immediately.

Navigate to your account settings here.

Enter your email address or phone number.

Click "Log In", then "Forgot Password?"

You can then set a new password for your account.

You can use the Postmates mobile (iOS and Android) or web app to request a delivery from merchants in your city. Once you've located the restaurant or store you'd like to order from, add the items you want to your cart, input your payment and contact info, and hit Postmate It.

If the merchants menu or catalogisn'tavailable in the Postmates app, youll see the option to Add Your Itemsafter choosing that merchant, which will allow you to create a custom order. Just make sure your instructions are as specific as possible so your Postmate will know exactly what to get. For instance, One large slice of pepperoni, please.

As of December 3, 2019, Postmates has ended operations in Mexico City to focus on growing our market share in the U.S. We are extremely appreciative of our loyal customers in CDMX as well as the merchants and couriers who helped make our first international market a success. We will continue to operate in the U.S. across all 50 states.

Q:I'mlocated in Mexico, andI'mseeing a blank feed when I open my app. Whats happening?

A: As of December 3, Postmates has ceased operations in Mexico. We thank you for your business and for being a loyal customer.

Q: I have an open refund request. How can I get paid?

A: We will continue to process your refund request.

Q: I have a credit in my account. Can I change it into a refund?

A: Yes! We can convert your existing credits into refunds as requested.

Let us look into this for you! Navigate to the home page of the app and tap the clock icon in the top left hand corner to access your Order History page. Tap on the delivery in question, tap Contact Support.

On the website, click on your avatar at the top right hand of the screen, click Deliveries and then select the order in question and click Customer Support. Our team will look into it for you.

If you no longer have access to your email or have begun to use a new address, you'll need to create a new Postmates account with your new email. At this time, we are unable to make any changes to the email address currently registered with your Postmates account.

To see how much Postmates credit you have, navigate to your Account page in the app and tap Promos and Credits. You'll be able to see your available and expired promotions, plus how much credit you've earned from inviting friends.

If you want to earn more credit, share Postmates with your friends! You'll automatically receive your reward when they place their first order.

For questions about how your credit has been applied on past orders, navigate back to the Account screen and tapRecent Orders. There you can review order details and get support, if needed.

Yes! You are able to schedule a delivery for a later date or time.

On the checkout screen, tap on the Whensection to select when you would like your order delivered. You can choose from 30 minutes time slots up to 7 days in advance.

here

Once you have selected a date and time, tap on Schedule Deliveryat the bottom of the screen to complete scheduling your delivery.

After scheduling your delivery youll receive a confirmation email with the scheduled date and time. If for some reason the date or time are incorrect, or if your plans have changed, you can cancel your delivery at no cost to you as long as the delivery is not in progress.

Once a delivery is scheduled, the time and date can not be updated. You will need to cancel and reschedule.

Additional information on how to cancel can be found .

Is your favorite restaurant currently closed? No problem, just search for them on the app and youll be able to schedule your delivery for when they open, or a later date and time.

From here select the items you want and youll go through the same process detailed above to schedule your delivery.

Thanks for wanting to share Postmates with your friends and family!

When someone signs up with your referral link, your code will be automatically applied to their account, instantly giving them a unique credit offer, good for a specified window. As soon as their first order is completed, youll receive a unique credit offer back as well, good for a specified window.

You can view the details of your current referral program and invite friends by navigating to your Account page.

Our Postmates are independent contractors. Your safety is extremely important to us and we screen all of our Postmates with thorough background checks and use a rating system to give each Postmate feedback.

Interested in becoming a Postmate? You can make up to $25/hour and set your own schedule. Sign up here.

In order to assure every item arrives on time and in an appropriate condition, Postmates are currently unable to pick up items from multiple locations. Postmates does not limit you from placing multiple orders at the same time, though, in the event you need items from multiple locations.

Yes! All you have to do is change the search address in the address bar at the top of the app or on the main page of the website to see which merchants are available in this city instead of your own.

Yes, Postmates delivers alcohol in certain markets.You must be 21 or olderto receive alcohol and the account owner must be present to accept the delivery.

Please be ready to show valid photo ID (state, military, or passport). Your Postmate may take a picture of your ID, but itwon'tbe saved on their device.

If the alcohol cannot be delivered, you will be charged a return fee of $15. Your Postmate cannot complete the delivery if the account owner:

Is not present

Does not have a valid photo ID

Is under 21

Appears intoxicated

At Postmates, we believe that tipping is a great way to acknowledge stellar service, and we want you to be able to do so based on your experience.

When you place an order on our platform, you will be prompted to select a tip amount at checkout. While your delivery is ongoing, you can change your tip amount from the Help button on the tracking screen. After your delivery is complete, you can also change your tip amount one time within 10 hours of receiving your delivery (accessible from the Help button on your delivery receipt, which is under your accounts order history).

If you prefer, you can also defer adding a tip until after your delivery is complete. If you choose the Tip Later option at checkout, there will not be an option to adjust the amount.

Here on our platform, our Postmates keep 100% of their tips, so your contributions go directly into their pockets!

We use an algorithm that takes a number of factors into account, including the Postmates proximity to you, the merchant you ordered from and the Postmates vehicle type (to ensure it's appropriate for the items in your delivery).

We will send you an email when we detect a login on a new device for you. Specifically, whenever you log in on a new device that we haven't seen before on the Postmates customer app (iPhone, Android) and whenever you login from a new browser( postmates.com ). For these cases we now notify you by email and allow you to reset your password if this activity looks strange to you.

This can happen when you sign in for the first time on a new computer, phone or browser, when you use your browser's incognito mode, clear your cookies, or when somebody else accesses your account.

You can always reset your password by doing the following:

Navigate to your account settings here.

Enter your email address or phone number.

Click Log In, then Forgot Password?

You can then set a new password for your account.

Below is what the email looks like:

Once an order has been completed, the Postmate is unable to contact you and you are unable to contact them as they have likely moved on to their next delivery.

Our Customer Service team would be happy to help with any additional needs you may have.

Please navigate to your order history in the app by tapping on the clock icon in the top left hand corner or on the web by clicking your avatar in the right hand corner, clicking on Deliveries. Once you see your delivery history, select the delivery you would like to contact us about and send us a quick message on how we can help!

Postmates only sends text messages during a delivery to provide necessary updates. If you would like to stop receiving these transactional text messages, you must deactivate your account as outlined in Postmates' Terms of Service.

You can deactivate your account in your account settings, by opening a Help Center ticket here, or by sending an email to [email protected] indicating that you no longer wishto receive any text messages, along with the phone number of the mobile device receiving the messages. You may continue to receive text messages for a short period while we process your request, and you may also receive text messages confirming the receipt of your opt-out request.

We know that sometimes things change and you need to cancel your delivery. We understand. Below is our cancellation policy to help you decide how you would like to proceed:

We havent placed the order yet and the Postmate hasnt arrived at the merchant yet?

No problem! You can cancel the order directly through the app at no charge to you.

The order has been placed and the Postmate is on the way to pick it up?

Since we will have to pay the merchant and pay the Postmate for their time, youll pay for the items and a cancelation fee to cover the cost. Since the service was not completed, youwon'tpay the Delivery Fee or the Service Fee.

The order has been ordered, picked up, and is on its way to you?

We will need to charge you the full price for the delivery at this point which includes the items, the Delivery Fee, and the Service Fee.

How to cancel from our mobile app

From the order status page, tap on the help button then select Cancel Delivery:

Select the reason for cancelling and press continue, you'll be shown any cancellation charges on the following screen:

How to cancel from web

From the order status page, click on the help button then select Cancel Order:

Select the reason for cancelling and press continue, you'll be shown any cancellation charges on the following screen:

Postmates Unlimited is our membership service. For $9.99/month or $99.99/year, members receive free delivery on orders from all merchants on the Postmates platform when the order size reaches the cart minimum (varies by location). Additionally, member orders will never have to pay a small cart fee or Blitz fee.

If you choose a monthly membership, your membership fee will be $9.99/month and will auto-renew every month on your membership billing date. If you choose an annual membership, your membership fee will be $99.99/year and it will auto-renew every year on your membership billing date. Your Postmates Unlimited membership fee is non-refundable, unless we determine otherwise.

If you have yet to try Postmates Unlimited, read our article on how to get a free trial.

We know that sometimes things change and you need to cancel your order. Below is our cancellation policy to help you decide how you would like to proceed:We havent placed the order yet: No problem! You can cancel the order directly through the app at no charge to you.The order has been placed and is being prepared: Since we will have to pay the merchant, youll pay for the items and a cancellation fee to cover the cost.

Our system is completely cashless. If you would like to tip your Postmate, feel free to do so once the order has been completed using the digital tipping feature in the app or on the website.

We want to make sure every Postmates experience is simple, fast, and easy. In order for that to be true for everyone who uses our service, we need to free up our Postmates for other orders ifthey'rewaiting too long at a delivery address.

After picking up your order, your Postmate will head to the delivery address that was entered during checkout. At this point, you can call or text your Postmate directly through the app. As your Postmate arrives at your delivery address, we will notify you of their arrival in the app and with a push notification to your device.

Upon arrival, your Postmate will do the following:

Ifyou'veentered any special delivery instructions, your Postmate will check these and follow them accordingly.

If your Postmate is unable to locate you, or is having difficulties entering your building, they will send you text message or give you a call. The text or call will be sent to the phone number you provided at checkout.

Your Postmate will wait at the delivery address and attempt to get a hold of you for a period of 5 minutes. If after 5 minutesthey'reunable to get in touch with you, they will leave your location and move on to their next delivery.

In the event that your Postmate is unable to reach you after 5 minutes, you will be charged the full amount for your order, including the delivery fee. Since your order was already placed and paid for, we need to reimburse the merchant and compensate the Postmate for their time.

If your Postmate went to the wrong address, please double-check your delivery address and phone number on the checkout screen before confirming your order. Keep in mind, once a delivery is placed and in process, we cannot change the delivery address.

Didn't hear from us?

Enable push notifications on your mobile device:

iOS: System Preferences Notifications Postmates

Android: Settings Sound and Notification App Notifications Postmates

Click here to update your information:

Confirm your mobile phone number and email are updated

Add or remove your delivery address(es)

Please see section 4.5 of the Postmates Terms of Service for additional information.

Need help? Contact Customer Service here

Oh no! As the merchant is responsible for preparing and packaging your items, please reach out to them directly for any issues with your pickup order.

When you order from a merchant that is not one of our Postmates Plus partners the prices listed are estimates. On the checkout screen if you see the subtotal displayed as Estimated Subtotal this means that the final price could change. Your final total may be different than the estimated total but you are always charged exactly what the Postmate pays the merchant. If you place your order from one of our Plus partners, the price you see at checkout will be the price you pay. Question about the temporary authorization charge?

When placing an order or adding a new payment method, Postmates may verify it by placing a temporary authorization hold on your account. Authorization holds show as "pending" but are never charged to your account.

If a new payment method is added, you will see a $1 temporary authorization hold to make sure the card is active.

If your delivery is cancelled, the temporary authorization hold will be reversed within a few business days. Temporary authorization holds apply to Apple Pay or Android Pay as well.

When your delivery is completed, the final charge amount will be posted within 24 hours and the total will include the name of the merchant or restaurant you ordered from. All temporary authorization holds are reversed within a few days depending on your bank policy. For details regarding specific items on your statement, please contact your bank directly.

If you received a referral code from a friend or family member who already has a Postmates account, you're entitled to get $5 off your next 5 ordersgood for 7 days.

If your total is $20 (including taxes and delivery fees), you will pay $15 after the $5 credit is applied. You can use a maximum of $5 per order.

If you believe you had credit on your account for another reason that was not applied correctly, please contact us here and we'll gladly look into this for you.

Just about anything! Whether it's a burrito, new headphones, or a fresh shirt for tonight's date, we will deliver it. Items we cannot deliver include controlled substances, weapons, live animals, people and gift cards.

Choosing between pickup and drop off couldn't be easier! At the top of the app, you will see 2 tabs: pickup and delivery. Please ensure you are choosing the preferred method of delivery before placing the order by tapping on the heading and then selecting your pick up address.

If you have issues with your pickup order, please contact the merchant directly.

Group Ordering is the easiest way to order Postmates with friends. Whether you want Delivery, Pickup, Party, or Drinks, Group Orders allow your crew to choose what they want from their own device and add them to a single orderno texting back and forth.

How it works:

If youd like to host a Group Order, simply open Postmates, select a merchant, and tap the Group Order icon in the upper right-hand corner. Set a spending limit and hit Share Your Order so people can join in. You can even name your order!

How do I track my Group Order?

You and the rest of your group will see a tracking screen in-app, just like any regular Postmates delivery. If you ordered for pickup, youll still get updates on preparation and ready time.

Im hosting a Group Order. Can I make changes before placing the order?

If youre the host, you can edit the order as well as remove any items.

Im a Postmates Unlimited member. Can I get free delivery?

Absolutely! All of your Unlimited benefits also apply to your Group Orders so you can share the love.

Can we split the check on Group Orders?

At this time, multiple payments for Group Orders are not supported.

Can I get a Group Order delivered to multiple locations?

Group Orders can only be delivered to a single location.

Where is my Old Navy Postmates order?

The order's status is available on the tracking screen in your Postmates app. The tracking will show whether your order is being prepared or if it's on its way. The app will also show an estimated delivery time. This time may change to accommodate prep time at the store location or traffic.

Once your Postmate has picked up the order, you can track their location in the app. If you need to contact your Postmate, tap the Help button next to their name. Please note that your Postmate may be unable to respond right away if they are driving.

When your Postmate arrives, the app will send a push notification and SMS text message to the phone number listed in your app. If the Postmate doesnt hear from you right away, they will wait only 5 minutes while continuing to try and contact you. After 5 minutes, your Postmate will move on to make their next delivery and you will be unable to contact them. Remember to keep your phone charged and handy!

For a seamless delivery experience, be sure to check:

Postmate app is installed on your mobile device

Your address (including suite/apartment number) and phone number are up to date in your app

Your phone is set up to receive SMS messages and push notifications from the Postmates app

Youve shared any special instructions (like Please leave the package at front desk!) with your Postmate

Can I contact my Postmates driver?

Yes! If you need to contact your Postmate, tap the Help button next to their name. Please note that your Postmate may be unable to respond right away if they are driving.

Can I add more items or update my cart from the Postmates app?

Not at this time.

If youd like additional items delivered, visit OldNavy.com and choose Buy-Online-Pick-Up-In-Store at checkout. Youll receive a "Ready for Pickup" email with an option to update your shipping to Postmates delivery!

The delivery address is showing that its too far from the selected Old Navy store location. What should I do?

If you received a notification message that says the delivery address selected is too far away for this merchant. Please select a closer delivery address or try a different merchant location, Postmates would not be able to fulfill your order. If this happens, your order will be ready for pickup by the designated pickup person in the store selected at checkout. You have 5 days to pick up your order from Old Navy.

Can I cancel my Postmates delivery?

Yes. Delivery can be canceled through the Help menu in the Postmates mobile or web app.You cannot cancel your order once the Postmate has already picked up your items from Old Navy.

What happens if I miss the delivery drop off?

Once the order is picked up, the Postmate will navigate to the delivery address provided at checkout. At this point, you can call or text your Postmate directly through the app.

As your Postmate arrives at the delivery address, youll receive a text message and in-app notification.

Upon arrival, the Postmate will do the following:

Ifyou'veentered any special delivery instructions, your Postmate will check these and follow them accordingly.

If your Postmate is unable to locate you or is having difficulty entering your building, they will send you a text message or give you a call. The text or call will be sent to the phone number provided at checkout.

Your Postmate will wait at the delivery address and attempt to get a hold of you for a period of 5 minutes. If after 5 minutesthey'reunable to get in touch, they will leave your package at the door and move on to their next delivery. You will be charged the full amount for your order, including the delivery fee.

What if I provided the wrong delivery address?

Your Postmate navigates to the delivery address provided at checkout. Always double-check the delivery address and phone number at checkout before confirming your order. Keep in mind that once the delivery is placed and in progress, the delivery address can not be updated.

What if I didn't hear from my Postmate about the delivery status?

Enable push notifications on your mobile device:

iOS: System Preferences Notifications Postmates

Android: Settings Sound and Notification App Notifications Postmates

Click here to update your information:

Confirm your mobile phone number and email are updated

Add or remove your delivery address(es)

How do I report missing item(s) in my order?

Please reach out to Old Navy Support regarding missing items in your order at this number 1-800-653-6289.

How do I contact Postmates Support?

Please contact Postmates Support here.

Im seeing a high amount for pre-auth when I use Apple Pay. Why am I being charged so much?

Paying with Apple Pay may result in a higher pre-auth amount. However, the delivery fee that will be charged to your Apple Pay account will be the standard rate.

Can I return my order?

Once your order is delivered, you will need to personally take the order back to the store for return. Postmates cannot return on your behalf.

Postmates Priority allows expedited delivery for a minimal surcharge. With Postmates Priority, youll be able to skip the virtual line and get your orders delivered by a guaranteed time. This feature is available in-app only and for select merchants.

For qualifying orders, youll be able to select between:

Standard (normal delivery fee)

Priority (slightly higher delivery fee)

Party delivery (free delivery where applicable)

What if Idon'tsee a Priority option at checkout?

Wedon'tprovide Priority delivery for that merchant.

Can I use a delivery fee promotion and select Priority delivery?

Delivery fee promotions cannot be used when Priority delivery is selected.

What if my order had Priority delivery but arrived late?

If your Priority delivery arrives late, youll only pay the standard delivery fee.If youre a member of Postmates Unlimited, youwon'tpay a delivery fee at all if your order size is above the cart minimum (varies by location).

If you have yet to try Postmates Unlimited, read our article on how to get a free trial.

At Postmates we prohibit any and all discrimination based on race, ethnicity, national origin, religion, disability, sexual orientation, sex, marital status, gender, gender identity, age, or any other category protected under applicable law. Such discrimination may include, but is not limited to, refusing to provide or accept services based on these characteristics. Anyone who violates this policy by discriminating against members of the Postmates community may permanently lose access to the platform.

No. Instead of choosing a specific Postmate, our system will automatically locate the Postmate best suited for your delivery.

Because of the nature of the platform, Postmates does not always know how much a merchant will charge for a particular product or menu item. When your cart includes items for which Postmates does not know the exact price that will be charged by the merchant, Postmates may assign an "Estimated Subtotal."

Postmates may also not know the exact price of certain taxes or Postmates service fees associated with the order, and may estimate these fees (the "Estimated Fees.") In some cases, we may not be able to provide an Estimated Subtotal or Estimated Fees, like when the merchandise cost is unknown or we are otherwise unable to predict fees.

A merchant may charge more or less than the Estimated Subtotal and Postmates may charge more or less than the Estimated Fees. Postmates reserves the right to determine final pricing of all product or menu items ordered through the platform.

When pricing is different than the Estimated Subtotal and/or Estimated Fees, what you are ultimately charged may be different than the Estimated Total. You acknowledge and agree to pay the prevailing pricing and fees, even if they differ from the Estimated Subtotal and/or Estimated Fees.

Please visit our Help Center to learn more about how product or menu items are priced.

The Postmates delivery fee is $0.99$3.99 for Partner Merchants and $5.99$9.99 for all other merchants. Additionally, a variable percentage-based service fee is applied to the purchase price of your items. Both fees will always be shown for your review at checkout. During peak order times, delivery prices may surge (or Blitz). Blitz pricing creates a strong financial incentive for Postmates to make themselves available when you need them most. Delivery fees influenced by Blitz will be called out on the checkout screen. Postmates Unlimited members never pay a delivery fee when the order size reaches the cart minimum (varies by location).