Terms and Conditions
By shopping with Dr. Dough, you agree to our Terms & Conditions as stated below. If you require assistance or have questions around this please contact us. At Dr. Dough we value respect, kindness and courtesy.
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.
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:
- Our service team are available from 7:00am, seven days per week, yes, including weekends and public holidays. The quickest and best way to contact us is via email but our phone and chat systems are open until at least 3pm each day.
- Our next day delivery cut off is 6:00pm
- Same Day Delivery is available Monday - Saturday
- Same Day Delivery available on selected products. Cut off is 1:00pm or earlier if sold out (12pm on some products)
- You can select your delivery date and time
- Live tracking on all orders with real time ETA
- Value for money - We believe in fair and sustainable business
Same Day Delivery (Monday-Saturday)
We now offer same day delivery on select products in our range. Order before 1:00pm (12pm on certain products) for delivery before 6:30pm. (No more "oh no" moments!). See our Same Day Delivery page. Same Day Delivery is available Monday - Saturday.
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.
We provide two seperate confirmation emails that specify the information you have provided for your delivery. If the information on your order is incorrect, please reach out to us ASAP and we can assist in clarifying and updating any details.
Please take care to provide accurate delivery details. We do not take responsibility for incorrect delivery information that is provided to us. 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 or email. 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 ASAP for assistance: firstname.lastname@example.org
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.
If the order has already been delivered and you have entered the wrong address, we will do our best to assist however once the delivery has been complete we are limited in ability to assist in this situation.
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.
We are unable to contact international numbers. Please provide local numbers in the shipping information only. If there is an international number on the order and we can't contact the recipient we may be unable to make your delivery and your order may be forfeited.
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 or more donuts or cupcakes 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 or cupcakes 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 Goldilocks, donuts and cupcakes prefer weather conditions to be not too hot and not too cold, they should be just right. Our products should be stored at ambient temperatures and removed from humid conditions. If our products are exposed to hot or humid conditions the toppings may deteriorate and may change the appearance. And just like Goldi’s porridge, they 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 products so please consume them as soon as possible. If you want to store them, 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.
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.
Regular Size is approximate 9-11cm in diameter. Mini Size is approximate 7-8cm in diameter.
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 email@example.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.
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. Please contact us prior to placing our order if you need assistance with this.
Our shopping platform does not allow you to use more than 1 code at a time (code stacking). For assistance with this, please reach out to our customer service team.
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.
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.
The Eras Box Email Sign Up Competition: Entries close at 11:59pm on 30th January 2024. 1 x Entry per Email Sign Up. 1 x Eras Box to be won. You must provide an active email address and first name to be entered into the draw. Winners will be notified via email on the 31st January 2024. The winner of the box can choose any date between the 15th February 2024 and 29th February 2024 for delivery. Delivery can only be made in deliverable areas up to 60km's from Sydney CBD (Suburb Dependant) or can be picked up from our location in Pyrmont, NSW. We cannot deliver to any other state or territory. If you have any questions please contact our team prior to entering the competition.
The Eras Box Social Media Competition: Entries open from 12am 2nd February 2024 and close on 11:59pm 8th February 2024. 1 x Entry Per Participation. 1 x Eras Box to be won. Winners will be notified via DM message on Instagram on 9th February 2024. The winner must actively follow @drdoughdonuts on Instagram to be in the draw. The winner of the box can choose any date between the 15th February 2024 and 29th February 2024 for delivery. Delivery can only be made in deliverable areas up to 60km's from Sydney CBD (Suburb Dependant) or can be picked up from our location in Pyrmont, NSW. We cannot deliver to any other state or territory. If you have any questions please contact our team prior to entering the competition.
For General Public Sales of The Eras Box: The Eras Box can only be delivered from 15th February 2024 to 1st March 2024.
Dough Dollar Rewards
Not Receiving Our Emails?
Mark our email as "Not Spam" and add our email address to your contact list to stop our emails going to junk: firstname.lastname@example.org
For Anything Else?
Please email us. Emailing is the quickest way to communicate with 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