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 placing the order.
We believe in applying good old fashioned service to the modern world, which is why:
- We Deliver 7 days a week.
- Our service team are available from 7:00am, seven days per week, yes, including weekends and public holidays
- Our next day delivery cut off is 4:00pm
- You can select your delivery time
- Same day delivery available on selected donuts (cut off is 12:00pm)
- Live tracking on all orders with real time ETA
- Value for money - We believe in fair and sustainable business
Dr. Dough is based in Pyrmont, Sydney and delivers within Sydney only. We deliver up to approx. 55km from Sydney CBD (suburb dependant) plus Wollongong. Oh, and we deliver 7 days a week.
Delivery costs are calculated at checkout and can vary based on distance.
Delivery Times and Days
At checkout you can select your preferred delivery time. Our earliest delivery time in most circumstances is 7am. If you require donuts delivered earlier please contact us and we will do our best to assist.
Donuts may be delivered up to 1 hour before required. Dr. Dough delivers 7 days a week.
Same Day Delivery - 7 days a week
We now offer same day delivery on our classic range of donuts. Order before 12:00pm for delivery before 5:30pm. (No more "oh no" moments!). See our Same Day Delivery page.
Real Time Delivery Tracking
We believe more than anything that the 'Last Mile' is just as important as our donuts. We will provide you with a tracking link via email and SMS on the delivery date when our driver leaves on the delivery run. This will allow you to track your order in Real Time to give you an exact ETA, you can also communicate with our driver if required.
What if something goes wrong?
Oops, it happens (not often), but if something doesn’t go to plan, you have our word that we will do our best to fix it.
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 alternate location - There may be an additional redelivery charge. We aim to offer the best rate of $5 flat rate across Sydney. However because this will be removed from the delivery schedule our couriers 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 Dr. Dough credit to 50% of the total order value to add towards your next order.
They aren’t home?
If the recipient is not home we will call the number of the recipient that you have provided us to know the best place to leave the box, so please add the recipients correct phone number.
Our couriers are on a tight schedule so they won’t be able to wait for more than 10 minutes, if we can’t get through to anybody, the courier will need to leave the box in the safest/best spot.
When we leave the box we leave it in perfect condition, make sure that 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.
Need to cancel? No worries
This isn’t a phone contract, you aren’t locked in. If life happens and you need to cancel just let us know by 4:00pm 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 the donuts would already be prepared. 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.
Storage, handling and eating
Like Goldiliocks, 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 and should be consumed on the day of receiving.
We do not include an invoice or any paperwork with donuts when we deliver. We understand that our donuts are quite often sent as gifts and as such the Tax Invoice and confirmation will be emailed to the person placing the order only.
Pick up / Where is Dr. Dough?
We are located at 308 Harris Street, Pyrmont.
Pick up can occur daily from 7am til 5pm. For earlier pick up times please contact us and we will do our best to assist.
We have our current menu available in-store from 7am until sold out.
Our donuts contain the following:
Contains: Gluten, Dairy, Soy & Egg. May contain traces of nuts
Are your donuts Vegan or Gluten Free?
No, unfortunately our donuts are NOT Vegan or Gluten Free
Do your donuts contain Dairy?
Do your donuts contain Egg?
Do your donuts contain Nuts?
We use Nutella, other than Nutella we do not use nuts as an ingredient, however some of our ingredients may contain traces of nuts.
Are your donuts Halal?
Our donuts are not certified halal. We do not use alcohol in our ingredients. We fry our donuts in vegetable oil. If you have specific questions about certain ingredients please ask us.
What size are your regular donuts?
11-13cm in diameter
What size are your mini donuts?
6-7cm in diameter
For anything else…
Please call or email us. Tell us if you were happy or if you thought that there was something we could have done better. We will always get back to you as fast as we can.
Call us - 1800 940 553
Email us - firstname.lastname@example.org