Where to look
Your active order sits right on the home screen until it's done, tap it for the full Track Order view. Older orders live under Orders in your account, each with the same detail view and its receipt (View Receipt).
What the statuses mean
- Placed, the business has your order on their screen. Nothing for you to do.
- Preparing, they're actively on it. The estimate you see (Estimated Pickup Time for pickup) is the business's own prep-time promise.
- Ready, pickup orders only: come get it.
- For delivery, after preparing comes the hand-off to a courier, Track courier opens the live map so you can watch it approach. Delivered is the finish line.
- For shipping, the business packs and mails it, Track package opens the carrier's own tracking page with your number already filled in.
The honest timing notes
- Pickup estimates are promises, not physics. A slammed Saturday counter runs long, the status flipping to Ready is the truth; the estimate is the plan.
- Shipping tracking often shows nothing for the first day. Carriers scan late; a quiet tracking page the evening you ordered is normal, not lost.
When to message the business
The order screen has a contact path (Contact) straight to the business's chat. Use it when:
- The status hasn't moved well past the estimate.
- You need to change or cancel something, the earlier, the likelier.
- Delivery arrived wrong or incomplete, the business can refund partially or fully, and the polite-but-clear message gets that done fastest.
If something's off
- The order vanished from home. It completed, find it under Orders with its receipt.
- The courier map isn't moving. Maps stutter; give it a moment and reopen. The courier's progress updates the order status regardless.
- Tracking says delivered, no package. Check the carrier's photo/notes on their tracking page first (neighbors, side doors), then message the business, carriers handle lost-package claims, and the business can help you start one.