Frequently Asked Questions
How do I place an order?
You can place an order online at www.surprise.express or call 623-335-0004 and one of our customer service representatives will assist you with placing your order.
How much is delivery?
Delivery is typically $5.00, depending on distance from the restaurant, to have food delivered from 1 restaurant. Should you choose to order from more than 1 restaurant, an additional delivery fee will be added for EACH restaurant. Also, there is a service fee which is a small percentage of the overall food cost to keep us in operation.
How do I tip the driver?
Our drivers use their own vehicles and gas. They work hard to assure your meal is delivered to you promptly and professionally. As with all food service wait staff, they rely on tips as their major source of income. Unlike restaurant wait staff, our drivers do not serve multiple tables. They dedicate themselves exclusively to your order. The entire delivery process for our drivers from start to finish can take up to one hour.
A 18-20% gratuity is suggested on all orders. Our drivers sincerely appreciate your generous consideration.
Whether you are paying with a credit card or cash, the tip may be added to your total or you may choose to tip in cash.
Do you take coupons from restaurants?
Unfortunately, we do not since we are not a representative of all the restaurants we deliver for.
How long does it take for delivery?
We typically quote up to one hour for deliveries. However, this time may vary based on time of day, volume of orders and/or resaurant ordered from. Some restaurants have longer wait times of which is out of our control. Multi-Orders will take a minimum of 60 minutes. We recommend large orders such as catering be placed at least a day in advance. You can also place an advanced order by choosing a later time and/or day. This can be done for days, weeks, or even months in advance.
What are my payment options?
* Corporate: Cash, Credit Card
* Residential/Hotel: Cash, Credit Card
If you are paying with cash and have a bill larger than $50.00 and will require more than $25.00 change, you must either leave a note in your online order or tell us over the phone while ordering. Our affiliated self-employed drivers do not carry enough change to break large bills without notice.
We accept Cash, Visa, MasterCard, Discover, American Express.
There is a 3% to 5% processing fee to process credit cards
Can I order from a restaurant outside my service zone?
Service zones are limited to ensure your order is delivered in a timely manner and will always arrive hot, fresh and delicious. Catering or larger orders are placed in advance and may be available for restaurants outside the service area for an additional fee. Please call a customer service representative will assist you with your request.
Can I cancel my order?
Orders CANNOT be canceled once they have been placed with the restaurant. If you need to cancel or make changes to an advanced order, call and a manager will assist you.
I have a problem with my order, what should I do?
If there are any problems with your order, you must call us within 15 minutes of the order being delivered, not the restaurant. We will confirm with the restaurant regarding the mistake. Once we verify with the restaurant the problem, we will coordinate with your self-employed delivery professional to re-deliver the missing/incorrect item. When the delivery professional has to re-deliver, you must give the driver the incorrect item. If the incorrect item is not provided or was correct after inspection, you will be charged for both items.
We do not issue refunds for orders. Should you have an issue with your food, we will be happy to speak with the restaurant to assist in a refund. We will not refund any orders without consent from the restaurant.
We will not refund any items because you do not like the food you ordered. This includes well done and special items. We have already paid the restaurant for your food. They will not refund us so we will not refund you.
Can I order drinks?
We will deliver canned or bottled drinks. Fountain drinks are available on certain menu items.