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 7am, Seven Days a Week, YES, including Weekends and Public Holidays from 7:00am - 4:00pm.
- Our next day delivery cut off is 11:00pm (Or earlier if we reach our capacity)
- You can select your Delivery Date and Time
- Same Day delivery cut off is 1:00pm daily (or earlier if we sell out) available on selected range
- Live tracking on all orders with Real Time ETA - Delivery starting from $5
- Value for Money - We believe in a fair and sustainable business
- Pickup available from our Sydney and Melbourne HQ
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 $5 across metro Sydney & Melbourne. The delivery fee may be higher for suburbs outside of these areas.
Can I select my delivery date and time?
Before checkout you can select your preferred delivery date and delivery time frame of either 8:00am - 12:00pm, or 12:00pm - 6:00pm. 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 1:00pm for delivery Same Day. We will close same day delivery when we sell out, so we may close same day delivery before 1:00pm. 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.
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 alternate location - There may be an additional redelivery charge. We aim to offer the best rate of $5 across Sydney 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 Dr. Dough 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 address for more than 5 minutes.
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.
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 4 business days to appear back in the account.
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 and should be consumed on the day of receiving.
Do you include invoices with deliveries?
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.
Can I pick up? Can I visit Dr. Dough?
Pick up is available from our Sydney and Melbourne HQ's. Please contact us if you would like to proceed with a pickup order and the team will assist with available times.
We are an online store and do not have a shop front open to the public. So please place your order online only.
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 affected by the weather.
Our donuts contain the following:
Contains: Gluten, Dairy, Soy & Egg and Nuts.
Are your donuts Vegan or Gluten Free?
No, unfortunately our donuts are not Vegan or Gluten Free. At this stage we do not have any vegan or gluten free options.
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 (including in our dough) 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 range does not include donuts with gelatine or alcohol.
What size are your regular donuts?
11-12cm in diameter
What size are your mini donuts?
7-8cm in diameter
Not Receiving Our Emails?
Add our emails to your contact list to stop our emails going to junk: firstname.lastname@example.org
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.
Our staffed service hours are 7:00am - 4:00pm, 7 days.
- Call us - 02 7252 2966
- Email us - email@example.com
- Socials - Lets keep it social here, please do not DM us about order inquiries and email us instead for the fastest response : )