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Chatime Online Ordering FAQ

Chatime Online Ordering - FAQ

General Notices

Due to overwhelming volume of orders, we are experiencing a slowdown in our system. If you have refreshed the page and/or pressed submit or checkout multiple times, this will trigger the platform to process payment more than once. Please reach out to feedback@chatime.com with a copy of your receipt in the same email. We will look into the matter for you. We are extremely sorry for any inconveniences we have caused! Thank you for your patience as we work to sort this out!
Due to the overwhelming volume of orders, we were experiencing a slowdown in our system, and a backlog on orders. As this is a new platform that our team is implementing, to provide our guests with the tea they love at the comfort of staying at home, we are working to improve the system to provide more accurate wait times for our guests.
Due to overwhelming volume of orders, we are experiencing a slowdown in our system. Some of our stores are opting to temporarily pause service to get caught up on all the order and that is likely why you are seeing it as closed. We are extremely sorry for any inconveniences we have caused! Please do try again later!
Your order may have been cancelled if the store is facing more orders than normal. Some of our stores may opt to temporarily pause the service which will result in a cancelled order. If you receive a cancellation notification, the money will automatically be refunded back to you, there is no need to reach out to us for us to process it. We apologize for any inconvenience this may have caused!

Placing an Order

Step 1: Find Your Nearest Store
Begin by entering your address on our Locations page (hyperlink to chatime.com/locations) to find the closest store. Chatime will display the closest stores within 5km that deliver to your location or are available nearby for pickup. Select the store you'd like to place an order at.

Step 2: Place order
Once you’ve selected your restaurant, it’s time to choose and customize your drinks! Browse the menu and select your drink and food choices. Once you’ve finished adding your favourite items, enter your phone number to get a 6-digit code to verify your number. Continue to to the end of check out and ensure you've checked off "Email Receipt" so you can get a summary of your items.

Step 3: Checkout

Confirm your order and choose to either pay online or with cash upon pickup or delivery. Your order is immediately sent to the store.

If it's a delivery, you’ll receive a text on your phone along with live order updates of our drivers from our third-party partner, DoorDash, and real-time GPS tracking of your assigned courier.

For a pick-up order, kindly go to "Order History", under "History" refresh a few times to see the status of your order. You could also simply wait for an SMS that your order is ready for pick-up.
The distance varies from store to store, but on average, you will have to be within 5km of a store to receive a delivery order.
Occasionally, during extremely unordinary circumstances, our stores can’t accept your order. If this happens, our store will cancel your order as soon as possible. If you paid online with your credit or debit card and your order got cancelled, you will be refunded for the entire purchase within 5-10 business days.

Order Confirmation

Kindly ensure to double check your order prior to checkout as once the staff has accepted and started making your order, we do not allow customers to make changes. However, once you call the store and the staff hasn't started making your drink, you can request for it to be cancelled and you will need to place a new order through the website.
For delivery, yes, kindly use the link that doordash has sent through SMS. If it is a pick-up order, kindly wait for an SMS that your order is ready to be picked up.
You can confirm the details of the order you placed by checking the order confirmation email or by viewing the order in your Order History of your account.

We are responsible for preparing and packaging your drinks. If something is incorrect or you have feedback, please let us know, and we’ll work to make things right.

Pricing and Payment

From now until June 27, there is no delivery fee. However, there is a service fee of $3!
No, the service fee is not a tip to the driver. This fee is charged by our third-party partner to help cover costs including, without limitation, credit card fees, support, and much more. We recommend that you tip as any additional tips goes towards your driver!

Issue with your Order?

We have many store locations and understand that these things happen. But unfortunately at this time, we are not able to transfer orders between stores. Are you able to come into our store to pick-up?
At Chatime we pride ourselves in our quality of drinks. I am sorry that your experience was not pleasant. We would love if you could share this feedback with our customer service team. You can email them at feedback@chatime.com.
While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders”.
For Pickup:
While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders. If you would like to add an item, we suggest you to place a new order and we can pack it together for you!”

For Delivery:
“While we are always looking to improve our Online Ordering experience, unfortunately at this time, our system does not support ad-hoc changes to current orders. But you can place a new order for the items you want, do note that the service fees will apply again though”
No problem, this can be changed. You can contact your assigned Dasher and let them know the address you want them to deliver to. You can find their details in the tracking link that was sent to you through text message.
We understand that these things happen. But unfortunately at this time, our system does not allow us to transfer your pickup order to delivery. Doordash is our delivery partner and they have to receive your order request through the website in order to schedule a driver. Will you be able to come to the store to pick up?
We understand that these things happen. We can help you look into your order to see if a cancellation/refund is possible at this time. And then you can also place a new order and select pickup!

Managing Your Account

Yes, you certainly can! Simply re-log back into your account by returning to the page of the store location you ordered at. Log in by clicking the person-icon in the top right hand corner. Once you're logged in, click "Order History" to see a history of all your transactions.
No worries - there are no passwords on Snappy, your verification is your phone. Every time you make an order with your phone, you will receive a a new 6-digit code to log in to your account.
Simply re-log back into your account by returning to the page of the store location you ordered at. Log in by clicking the person-icon in the top right hand corner. Once you're logged in, click "Payments" to see all your payment menthods. Hit the 3 dots beside the card you which to delete, then select "Delete".
For UberEats customer support, please visit this page: https://help.uber.com/ubereats
For DoorDash customer support, please visit this page: https://help.doordash.com/