Frequently asked questions
What is a Ghost Kitchen?
Simply put, a ghost kitchen is a virtual food hall. Now, we know that sounds contradictory, but give us a chance to explain: we execute several restaurant concepts using our own delivery service in place of a traditional dining room. Our mission is to bring you scratch-made, restaurant-quality dishes. Our professional chefs come from a wide variety of backgrounds, so we have something to suit everyone’s taste all in one place. Plus, we’ve cut out the middleman and all of their pesky additional fees—you’ll never find us on a third-party delivery website. Our chefs and delivery staff are trained to put quality first, so you will receive hot, fresh food every time. Your food will never sit in a box waiting for a delivery driver to become available, and your driver will never stop to deliver other orders on the way to your location.
What If I have a Dietary Restriction or Allergy?
We’ve provided common dietary notes with all of our menu items, but if you have a specific need, contact us at firstname.lastname@example.org or via the chat feature on our website. We’d be happy to help you select a menu item that works for you! Please note that we do process nuts and gluten in our kitchen, so while we always try our best to accommodate all dietary needs, we cannot promise that your food has not come into contact with these products.
Do You Accept Phone Orders or Cash Payments?
We do not take phone orders or cash payments. We are a digital restaurant, which means that our entire process—from ordering to payment—is online.
Why Can’t I Call You?
In order to make sure your food is hot and fresh every time, our people are always on-the-go! You can always contact us at email@example.com or via the chat feature on our website and a member of our team will respond to your request ASAP. We are constantly monitoring email and chat during business hours, which means you will never have to worry about busy phone lines or being placed on hold during peak hours. When you chat with us, you are never speaking to a bot—it’s always a human on the other end, giving you the same, if not better, customer service than you would have received over the phone. Please note that we cannot take orders or payment via e-mail.
What If My Address Isn’t in Your Delivery Zone?
Our delivery zone supports our mission to deliver fresh and hot food every time. Logistically, this means we have structured our delivery zone to include areas that our delivery drivers can reach efficiently. You are always welcome to meet our drivers at an address of your choosing within our delivery zone, and we’re happy to deliver to local establishments that do not serve their own food! If you'd like us to meet you, please let us know that we are meeting you and the make/model of your car, as well as any additional instructions.
Can I Track My Order?
Not quite yet, but we are working to make this a reality in the future. Your are able to choose an estimated time of delivery at check-out. If your delivery looks to be significantly delayed for any reason at all, we will be in touch with you to let you know.
I Need to Cancel or Change My Order. Help!
Please contact us immediately if you need to change or cancel your order. As long as it is during our business hours, someone is available to help. We will do whatever we can to help, but we can’t promise that orders can be canceled or changed. If the chefs have already begun preparing your order we can’t make any guarantees. If you need to make additions to your order, please do so by contacting us at firstname.lastname@example.org or via the chat feature on our website.
What Happens If There’s Something Wrong with my Order?
Please contact us immediately if you find an error in your order, either by emailing email@example.com or via the chat feature on our websit. As long as it is during our business hours, someone is available to help. We will do whatever we can to help, whether it is by redelivering the correct item, or adjusting your final bill.
Tell Me About Your Delivery Fees.
We have a tiered delivery fee, starting at $3.99 for locations within 2 miles, up to $7.99 for locations at the outer edge of our nearly 6 mile delivery zone.
Can I Order for a Future Date?
Unfortunately, not right now. At this time we only take same day orders, to ensure that we can deliver real-time orders as they come in.
You can currently schedule deliveries for later the same day. We encourage groups of larger than 8 people to plan their delivery earlier in the day to ensure timely delivery.
Can I Use More Than One Payment Method for a Single Order?
Unfortunately, we do not have the option at this time for group orders with separate payments. If you are ordering with a group, we highly recommend that you place your order together (You’re more likely to qualify for free delivery if you order together!) and utilize free money transfer apps such as Venmo or Cash App within your group.
Do You Offer Gift Certificates?
Unfortunately, we do not currently offer Gift Certificates. However, we suggest either purchasing a Visa Gift Card, or gifting funds through Venmo or Cash App, and let them know it's for Ghost Kitchen Eats!