FAQs for Products
Public Holiday Delivery Times:
Closed: 26th January
Our staffed service hours are 7am-5pm weekdays and 7am-3pm weekends (that's right, 7 days a week).
- For the quickest response, please email us: firstname.lastname@example.org
- Chat with us: Click the chat bubble at the bottom right of the screen
- Call us: +61 2 7252 2966
- Socials: Lets keep it social here. Please do not DM us about order inquiries and email us instead for the quickest response.
Customer Service Hours (These hours may vary slightly)
- Mon-Fri 7am-5pm
- Sat-Sun 7am-12pm
Dr. Dough is located at Shop 1 233 Harris Street, Pyrmont. We do not have a store front and all orders must be placed online prior to pick up.
Our customer service team, managers and staff reserves the right to terminate, end, or cancel any conversation or communication we deem as aggressive, rude, abusive or aggravated. Please be respectful.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–5pm weekdays and 7am-12pm weekends (that's right, 7 days a week).
- 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 (or earlier if sold out) and is available on a selected range of same day delivery products. Same Day Delivery is available Monday - Saturday.
- 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. Click below on 'Can I Pick Up My Order' for more information.
Although we do our best to prevent cross contamination, we handle products that contain nuts, milk and dairy, egg, soy and gluten in our facility so cross contamination may occur.
If you are unsure about any of our allergen or dietary information, please reach out to our customer service team: email@example.comHow Far Do You Deliver? ▾
Dr. Dough HQ's is in Pyrmont, Sydney.
We deliver up to approx. 60km from Sydney (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. The delivery fee may be higher for suburbs outside of these areas or during peak periods including certain holidays and special occasions.Do You Deliver Same Day? ▾
Yes, we offer Same Day Delivery on a selected range of products. Order before 1pm for delivery Same Day. Same Day Delivery is available Monday - Saturday. 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 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. Any requests we receive for specific delivery times are requests only, we cannot guarantee exact delivery times but we will do our best.
Dr. Dough delivers 7 days a week. Same Day Delivery is available Monday - Saturday.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 directly with our drivers if required through the tracking link chat.
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.Tracking Notifications ▾
We send tracking notifications via email and SMS only. Notifications of shipping/delivery that come from the Shop App are incorrect. Please disregard these and report the error to the Shop App.
Our system determines where to send the SMS and email by what you place on your order. The shipping SMS is sent to the mobile phone number on the SHIPPING INFORMATION page of check out. The shipping email is sent to the email used to place the order (the same email that receives order confirmations).
The Tracking Notifications sent do NOT include information about what the order is, or who it is from. It just includes a quick message that says an order from Dr. Dough is on the way and a link is provided to access the tracking page. No order details or sender details are sent with the tracking information.The Shop App Notifications ▾
Please disregard all notifications from The Shop App. This app does not communicate correctly with our systems and provides incorrect shipping notifications. We will send you shipping and tracking information via SMS and email once your order is out for deliveryWhat If The Delivery Address Is Incorrect? ▾
Please take care to provide accurate delivery details. We do not take responsibility for incorrect delivery information.
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 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 firstname.lastname@example.org. 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 temperatures 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.
We highly recommend ordering for a delivery the day you intend to enjoy your products.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 HQ weekdays between 7am-2pm, Saturday between 7am-12pm and Sunday between 7am-8:30am. Follow these steps for a PICK UP order:
1. Process your order through the website as if you were going to send it to yourself including choosing a date & time.
2. Use the code word PICKUP in the discount code section.
3. Once you have your order confirmation email, reply to that email and let us know that this order is for pick up and an approximate time you will be here to pick your order up. Pick ups can be made between 7am-2pm on weekdays, 7am-12pm on Saturday and 7am - 8:30am on Sunday.
Our system doesn't allow customers to add more than one code per order. If you have a discount code (eg. $10 off) please use your discount code to place the order and let us know via email that your order is for pick up. We will process your order and refund you the cost of shipping back to you.
We are an online gifting store and DO NOT have a shop front open to the public. Our location is Shop 1 233 Harris Street, Pyrmont.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 & Custom Lettering ▾
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.
Sometimes the appearance and spacing of the letters are slightly different to what is shown on the product images. This can occur sometimes as we have to adjust spacing and arrangement depending on the amount of letters we are placing on the donuts.
What size are you regular donuts?
8-10cm in diameter
What size are your mini donuts?
6-8cm in diameter
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. We are unable to apply discount codes after purchase. Discount codes can be applied during the check out process in the discount code section of your order. On desktop: Right hand side of the screen. On mobile: Top of the screen under 'Order Summary'.
Dough Dollar Reward Sign Up Bonus of 200 Points/$10 Reward. These points are credited to your Dough Dollar Reward account. You must redeem 2 x $5 (for two seperate orders) or 1 x $10 (for one order) code in your Dough Dollar account or at check out before paying for your order. If you don't use your code prior to payment, we will not be able to apply the discount after the order has been paid and processed. However, your 200 points will still be in your account for you to use on your next order.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: email@example.comProblem With The Website? ▾<
As much as we would love to help you with IT support, it's often a little out of our scope! Please reach out to us if there are issues with the website and we will do the best we can to assist you. Sometimes there are known issues which we will work on solving, but sometimes it is related to your device or browser.
Some simple solutions to help with website issues are resolved by the following:
- Reset your browser
- Clear your browsing history and cache
- Try to access our website from a different device or browser