If you’re a Dasher, understanding the DoorDash late delivery policy is very important. This is because if you deliver your orders late, you risk getting a contract violation. If you get too many contract violations, you risk getting deactivated by DoorDash.
In this post, I’ll go over what the DoorDash late delivery policy is, how it works, and what you should do if you want to avoid issues with late deliveries on DoorDash.
DoorDash Late Delivery Policy
DoorDash states the following when it comes to late deliveries:
At DoorDash, we strive to provide the best experience to all audiences on our platform, which includes ensuring that customers know when their orders will be delivered and that they receive their orders on time. Per their Independent Contractor Agreement, Dashers agree to complete deliveries in a safe and timely fashion.
Dashers who repeatedly arrive at the merchant or customer significantly after estimated arrival times are eligible for deactivation, as noted in our updated Service Provider Platform Access Policy. At this time, one contract violation for lateness does not constitute grounds for deactivation.
A delivery is considered late when the amount of time taken to travel to the merchant and/or to the customer (e.g., 20 minutes) exceeds the estimated time, taking into account factors outside of your control (e.g., wait time at merchant). It is NOT based on the suggested arrival times in the app (e.g., 1:00PM).
The above is a bit of a mouthful, but in plain language, DoorDash says that Dashers agree to complete their deliveries on time and can be subject to deactivation if they are continually late on their deliveries.
DoorDash doesn’t explicitly say what makes an order count as late, instead using vague language that a delivery is considered late if the amount of time to get to the merchant or customer exceeds the estimated time.
Based on the thousands of DoorDash deliveries I’ve completed, an order is considered late if you arrive at the restaurant or the customer 10 minutes later than the estimated pickup or arrival time. For example, if your estimated pickup time at the restaurant is 12:00 pm, you can get a late delivery violation if you arrive at the restaurant at 12:10 pm. Similarly, if your estimated delivery time to the customer is 12:30 pm, you can receive a late delivery violation if you arrive at 12:40 pm.
More Details About The DoorDash Late Delivery Policy
There is a bit more nuance to the DoorDash late delivery policy that’s worth noting. First, you risk receiving a late delivery violation if you are 10 minutes late arriving at the restaurant OR 10 minutes late delivering the order. This is fairly annoying, as you could be late to the restaurant, but even if you arrive at the customer on time, DoorDash will still mark the order as late.
Second, the late delivery policy doesn’t apply if you’re delivering a stacked order. So, if you have a double order on DoorDash, you won’t receive a late delivery violation if you are late picking up or delivering the order. DoorDash does this because they know when you’re doing a double order, there are a lot of factors outside of your control that could delay your delivery. In my experience, I’ve never received a late delivery violation when I’m doing a batched order, and their customer service did confirm with me once that batched orders are not subject to the late delivery policy.
You should still deliver batched orders on time, mainly because it’s the right thing to do, but also because you don’t want a customer to give you a poor customer rating for delivering their food late. Still, it is a good thing to know that you won’t be penalized if you’re late delivering a double order.
What You Can Do To Avoid Late Deliveries
I always do my best to avoid contract violations because too many contract violations can lead to DoorDash deactivating your account. You don’t want to be deactivated because, as DoorDash says in their late delivery policy FAQ, “[a]s with all deactivations, deactivations based on extreme lateness are permanent.”
Receiving a contract violation can be a pain because it will stay on your record until you complete 100 deliveries, at which point it’ll drop off. Depending on how often you deliver for DoorDash, this can take a while. I know that whenever I receive a contract violation, it’ll often take months before I’m able to get the contract violation to fall off my record.
One thing I will do if I’ve accepted a DoorDash delivery and know I’ll be more than 10 minutes late is to unassign the order. This lowers my completion rate but ensures that I won’t receive a contract violation for arriving late to the restaurant. Most commonly, this will happen if I’m multi-apping and misjudge how long it’ll take me to deliver the orders I’m already doing and arrive at the DoorDash restaurant.
So, for example, if I accept a DoorDash order and then realize I’ll be more than 10 minutes late to the restaurant, I’ll simply unassign the order. I try to avoid doing this too much because your completion rate does matter – if it gets too low, you can get deactivated. However, unassigning an order to avoid getting a late delivery violation is better than doing a late delivery and ending up with a contract violation.
If I’m multi-apping, I also tend to prioritize DoorDash orders over Uber Eats or Grubhub, since the latter two don’t penalize you for being late (Uber Eats doesn’t seem to care at all, while Grubhub does have a policy about late deliveries, but doesn’t seem to enforce it as strictly as DoorDash).
The DoorDash late delivery policy is an important policy that you need to understand if you are delivering for DoorDash. DoorDash is fairly strict about late deliveries, so you want to do whatever you can to avoid being late – both with arriving at the restaurant and delivering the food to the customer. However, so long as you are aware of the DoorDash late delivery policy, you should generally be able to avoid any issues with late deliveries.