Hi, how can we help?

English | Bahasa Malaysia

We understand how frustrating it can be when you're hungry and your ShopeeFood order is taking longer than expected. Here are some common reasons why your order might be delayed:

1. Bad Traffic

• Heavy congestion: Roads get jammed, especially during peak hours, which slows down deliveries.

• Roadblocks or detours: Accidents, road closures, or construction work can make the journey longer.

2. High Order Volume

• Too many orders at once: Big sales, discounts, or public holidays mean more people ordering, which can slow things down.

• Restaurant backlog: If a restaurant is overwhelmed with orders, food preparation might take longer than usual.

3. Peak Hours

• Lunch and dinner rush: More people order food during these times, which means longer waiting times.

• Weekends and public holidays: High demand leads to longer delivery times.

4. Bad Weather

• Rain, storms, or floods: Bad weather makes it harder and riskier for delivery partners to get to your location. Safety comes first!

5. Restaurant Delays

• Ingredient shortages: If a restaurant runs out of key ingredients, they may need extra time to prepare your order or find a replacement.

• Operational issues: Power outages, short-staffed kitchens, or system errors can lead to longer preparation times.

6. Delivery Partner Availability

• Not enough delivery partners: During high-demand periods, there may be fewer available riders to fulfill orders.

• Unexpected incidents: Flat tires, accidents, or vehicle breakdowns can delay deliveries.

7. Festive Season

• High demand: During major festivals, more people order food for celebrations, causing longer wait times.

• Fewer delivery partners: Many delivery partners take time off to celebrate with their families, leading to lower availability.

• Merchant closures or limited operations: Some restaurants may close or operate with reduced staff, causing delays in food preparation.

8. Stacked Orders (Multiple Deliveries in One Trip)

• Riders may have multiple stops: Sometimes, a delivery partner picks up a few orders at once. This means they might have to drop off another order before getting to you.

• Need your food faster? Choose Priority Delivery for a direct merchant-to-buyer delivery experience.

• Why is my order stuck? Sometimes, the system is still searching for an available rider, especially in areas with fewer delivery partners.

• What happens if no one picks up my order? If a rider is not assigned within a certain time, the order will be automatically canceled, and you’ll receive a refund. 

What Can You Do?

• Check your order status in the Shopee app for live updates.

• Be patient during busy hours—some delays are unavoidable, especially when demand is high.

• Choose Priority Delivery (If available) if you want your order to be delivered directly.

Need help?

For further inquiries about order cancellation, please contact us via the Chat channels at the bottom of the page.

⚠️ Note:

• For Domino’s order-related concerns, kindly contact Domino’s to check further via this Form or contact them at 1300-888-333.
• If you're wondering why you can't cancel your ShopeeFood order, you can learn more about the cancellation process HERE.