Terms and Conditions
- 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 6:00pm
- Same Day Delivery available on selected donuts (cut off is 12:00pm or earlier if sold out)
- You can select your delivery time
- Live tracking on all orders with real time ETA
- Value for money - We believe in fair and sustainable business
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 6:30pm. (No more "oh no" moments!). See our Same Day Delivery page.
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. Because the delivery 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.
I Put The Wrong Delivery Address.
We know mistakes happen and we are here to help. Please contact our customer experience team for assistance: email@example.com
If you need to change the delivery address and the order has already left our store there will be a re-delivery fee involved. Because the delivery 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 the order hasn't left the store, just let us know and we can update it for you.
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. (Cookies require 7 days notice to cancel your order for a full refund)
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 refunds will be processed back to the card that the order was placed with within 5 business days.
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 be consumed sooner rather than later and should only 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.
Delivery & Tracking
We provide instant updates and a tracking link via email and text messages when your order is on its way and when the order is delivered. The system provides you with an ETA as well as the ability to communicate directly with the delivery driver. We always recommend placing the recipients mobile phone number in the shipping information section of your order so they can speak with the driver if there are any issues delivering their order and so they are notified when the delivery has been made.
Ants, Pests & Weather
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.
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. A re-delivery fee will incur if you instruct us to attempt re-delivery again at the earliest possible convenience. Unfortunately we are unable to replace boxes that have been effected by weather or pests.
I'm Not Happy With My Order
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.
Can I Buy Just A Balloon Or 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.
We will always do our best to assist you, however we are unable to extend the expiry dates on gift cards/store vouchers. We are unable to extend expiry dates on gift cards/store vouchers won through competitions, received as prizes or compensation for competitions.
We are unable to process discount codes on orders once the order has been placed.
Dr. Dough Donuts, its name, product packaging designs, slogans, website, materials and donut designs are protected. These protections are owned by Dr. Dough Pty Ltd.
Unless permitted by the Copyright Act 1968, this site or any portion of this site may not be reproduced, duplicated, copied, sold, re-sold or otherwise exploited for any commercial purpose that is not expressly permitted by Dr. Dough Pty Ltd.
Any other use of materials on this website, including reproduction for purpose other than your personal non-commercial use, modification, distribution or republication, without the prior express written permission of Dr. Dough Pty Ltd is strictly prohibited.
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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.
Phone: +61 2 7252 2966