FAQs

Click on the questions below to reveal the answer. Please contact us if the information you need is not provided here. Click here or more information on Dough Dollar Rewards FAQ's. You can also access our Privacy Policy here.

Special Opening Hours:  

Sydney Same Day Delivery Sold Out - Sunday 29th January.  Order by midnight for delivery on the 30th January. 


How Do I Contact Dr. Dough? ▾

Our staffed service hours are 7am-4pm, seven days a week.

  • Call us: (02) 7252 2966 or (03) 7067 8998
  • Chat with us: Click the chat bubble at the bottom right of the screen
  • Email us: hello@drdoughdonuts.com.au
  • Socials: Lets keep it social here. Please do not DM us about order inquiries and email us instead for the quickest response.

Good Old Customer Service ▾

We exist to share happiness. Not just when the recipient receives their donuts, but happiness starts with you; the special person who placed the order. We believe in applying good old fashioned service to the modern world, which is why:

  • We deliver 7 days a week.
  • Our customer experience team is available from 7am – 4pm seven days a week including weekends.
  • Our next day delivery cut off is mightnight (or earlier if we reach capacity)
  • You can select your specific delivery dates and time
  • Same Day Delivery cut off is 1pm daily (or earlier if sold out) and is available on a selected range of same day delivery products
  • Live tracking on all orders with real time ETA – Delivery starts from $9.95
  • Value for Money – We believe in a fair and sustainable business
  • Pick up available from our Sydney and Melbourne HQ. Reach out for more information.

Allergens/Dietary Requirements ▾

Here you can find our allergy information. Our donuts contain the following:

Contains: Gluten, Dairy, Soy, Egg & Nuts.

Our VEGAN donuts contain the following:

Contains: Gluten, Soy & may contain traces of Nuts

Our cookies contain the following:

Contains: Gluten, Dairy, Egg & may contain traces of Nuts.

Are your donuts Vegan or Gluten Free?

We do have a Vegan Range! Click here to view our Vegan Range. Our VEGAN range is free from dairy, eggs, animal gelatines and ingredients derived from animals or animal products.

Unfortunately we don’t have any gluten free options.

Do your donuts contain Dairy?

Yes.

Do your VEGAN donuts contain Dairy?

No.

Do your cookies contain Dairy?

Yes.

Do your donuts contain Egg?

Yes.

Do your VEGAN donuts contain Egg?

No.

Do your cookies contain Egg?

Yes.

Do your donuts contain Soy?

Yes.

Do your VEGAN donuts contain Soy?

Yes.

Do your cookies contain Soy?

No.

Do your donuts contain Nuts?

We use Nutella in some of our donut boxes. Other than Nutella we do not use nuts as an ingredient, however some of our ingredients (including in our dough) may contain traces of nuts.

Do your cookies contain Nuts?

We do not use nuts as an ingredient in our cookies, however some of our ingredients (including the cookie dough and cookie fondant topping) may contain traces of nuts.

Are your donuts Halal?

No, our donuts are not certified halal. We do not use alcohol as an ingredient and our donuts are fried in vegetable oil. Some of our ingredients contain gelatine.

Our Classic Dr. Dough Donut Range and our Vegan Range donuts DO NOT contain animal gelatines or alcohol.

How Far Do You Deliver? ▾

Dr. Dough HQ's are in based in Pyrmont, Sydney and Collingwood, Melbourne.

We deliver up to approx. 60km from Sydney and Melbourne CBD (suburb dependant). You can check if we deliver to your requested suburb by entering the delivery postcode in the 'CART' tab on the website.

Oh, and we deliver 7 days a week starting from $9.95 across metro Sydney & Melbourne. The delivery fee may be higher for suburbs outside of these areas or during peak periods including certain holidays and special occasions.

Can I Select My Delivery Date And Time? ▾

Before checkout you can select your preferred delivery date and delivery time frame of either 7am-12pm, or 11am-6pm. If a date is not available to select on the calendar that means we can not take any more orders for that day because we have reached our maximum capacity.

We are unable to arrange deliveries for specific times.

Dr. Dough Donuts delivers 7 days a week.

Do You Deliver Same Day? ▾

Yes, we offer Same Day Delivery on our Classic range of donuts and a great range of gifts. Order before 1pm for delivery Same Day. We will close same day delivery when we sell out, so we may close same day delivery before 1pm. You will be notified on the website on the checkout page if we are sold out.See our Same Day Delivery range.

Can I Track My Order? ▾

Yes, we will provide you with a tracking link via email and SMS on the date of delivery when our driver picks up your order and leaves on the delivery run. We believe more than anything that the 'Last Mile' is just as important as our donuts. This will allow you to track your order in Real Time to give you an exact ETA, you can also communicate with our drivers if required.

You can also TRACK YOUR ORDER via our chat system! Click the PINK bubble icon on the bottom right of the screen, press TRACK YOUR ORDER and enter your order number and the email used to place the order.

We provide tracking information to the sender and the recipient (if their mobile number is placed in the Shipping Information during check out) so that you are both aware of when the order is on it’s way, and when it is delivered. Both the driver and the team at Dr. Dough will attempt to contact you if we need assistance with your delivery, and if we are unable to delivery your order safely it will be returned to our store. A re-delivery fee will incur if you instruct us to attempt re-delivery again at the earliest possible convenience.

What If The Delivery Address Is Incorrect? ▾

Please take care to provide accurate delivery details.

If the address provided to us is incorrect, here’s what we can do:

Deliver to an alternative location - There may be an additional redelivery charge. We aim to offer the best rate of $9.95 across Sydney and Melbourne metro. However because this will be removed from the delivery schedule our drivers treat this as a new delivery and this can sometimes incur an additional charge. We will communicate the cost to you, if you agree we can process the payment over the phone.

Note: This means that the order may not get to its new destination within your selected time frame but we will be able to tell you a new estimate.

If you do not wish to proceed with the delivery the order will be forfeited, but we will give you a Dr. Dough Store Credit to 50% of the total order value to add towards your next order.

What If They Aren’t Home? ▾

If the recipient is not home we will leave the box in the safest place possible

Our drivers are on a tight schedule so they won’t be able to wait at the drop off location for more than 5 minutes.

When we leave the box, we leave it in perfect condition. Make sure the box is picked up as quickly as possible so that there is no opportunity for sticky fingers to help themselves, for ants to march in, or for the weather to get the better of it.

We provide the tracking service so all customers, senders and recipients are aware when the delivery is made so that the delivery process is seamless and you receive the product in the best condition.

What If I Need To Cancel? ▾

This isn’t a phone contract, you aren’t locked in. If life happens and you need to cancel just let us know by 4pm the day prior to the delivery date and we will be happy to reschedule, refund or provide credit towards your next order. For orders of 30 donuts or more, we will need 24 hours notice.

We just won’t be able to cancel orders on the day of the delivery because each order / donuts are prepared very early that morning to order. On this occasion the order will be forfeited, but we will give you Dr. Dough credit to 50% of the total order value to add towards your next order.

Please note that any refund will be processed back to the card that the order was placed with and can take up to 5 business days to appear back in the account.

If you are unhappy with your order once it has been received and would like to seek assistance, we require that you contact us within 24 hours of the order being received via email at hello@drdoughdonuts.com. In your email, please provide us with details of why you are unsatisfied with the order including images if possible. We will endeavour to make your experience with us a positive one and will respond to you once we have reviewed your order and information.

Please refer to our other FAQ’s regarding Ants, Pests & Weather as well as the information on Order Tracking for information on our delivery processes.

How Do I Store My Donuts And When Should I Eat Them? ▾

Like Goldilocks, donuts prefer weather conditions to be not too hot and not too cold, they should be just right. Our donuts should be stored at ambient and removed from humid conditions. If donuts are exposed to these conditions the toppings may deteriorate and may change the appearance.

And just like Goldi’s porridge, donuts should only be consumed sooner rather than later. We want you have the best experience with us and enjoy your donuts, so our donuts should be consumed on the day of receiving.

If the donuts are left overnight or for longer there will be a noticeable difference in quality. We want you to have the freshest donuts so please consume them as soon as possible. If you want to store your donuts, don't put them in the fridge but you can freeze them if keeping them for an extended period.

Do You Include Paperwork With Deliveries? ▾

We do not include an invoice or any paperwork when we deliver. We understand that our donuts are often sent as gifts and as such the Tax Invoice and confirmation will be emailed to the person who placed the order online.

The only information sent with the orders is the NAME and MOBILE PHONE NUMBER placed in the Shipping Information section of the check out process.

Can I Pick Up My Order or Buy In Store? ▾

Pick up is available from our Sydney and Melbourne HQ’s weekdays between 7am-2pm and weekends between 7am-12pm. Please contact us if you would like to proceed with a pick up order and the team will assist.

We are an online gifting store and DO NOT have a shop front open to the public

Can I Just Buy A Balloon, Or One Toy? ▾

Unfortunately not. All of our additional products like balloons, toys or alcohol needs to be paired with one of our donut products otherwise we can’t accept the order.

Ants, Pests & Weather ▾

We provide both senders and recipients information when the order is out for delivery and when it has been delivered so you know when the delivery has been complete. Please make sure you bring your order inside as soon as possible to avoid pests getting into your delivery or for your box and products to be affect by the weather.

We are unable to replace boxes that have been effected by weather or pests.

Donut Sizes ▾

The sizes of our donuts may vary slightly, as they are hand made each day. This includes the size of the donuts and the donut holes. This can potentially change the presentation and placement of the donuts and toppings. If you require more information or clarification on this, please reach out to us.

What size are you regular donuts?

8-10cm in diameter

What size are your mini donuts?

6-8cm in diameter

 

Gift Cards▾

Gift cards purchased via the Dr. Dough Donuts website adhere to the Australian Competition & Consumer Commission guidelines. More details can be found at the following link ACCC. We are unable to extend the expiry date on gift cards/store vouchers that have been received as a promotion or prize.

Discount Code T&Cs ▾

Unless otherwise stated:

Discount codes sent from Dr. Dough (via email, text, direct message, phone) expire one week from the date the code is received. We are unable to extend discount code expiry dates. Unless otherwise stated, discount codes are a one time use only.

The free delivery code offered to customers for signing up to our mailing list is not available for on demand services. Standard delivery only. The cost of delivery can not be refunded back to you if you forget to use the code or for user error. If the code isn't used, it is still available to you on your next order and can be redeemed then.

Not Receiving Our Emails? ▾

Add our email address to your contact list to stop our emails going to junk and mark our email address as safe/not junk: hello@drdoughdonuts.com