Troubleshooting Common Problems

Quick answers to the questions we hear most.

I posted a request but no drivers are bidding — what do I do?

Bids can take time depending on your route and pet type. Double-check your addresses are accurate, and consider that very short-notice or unusual routes may take longer to attract offers.

I accepted a bid by mistake — can I undo it?

Open a support ticket under the "Booking" category right away with your delivery's reference number — our team can help before checkout is completed.

My driver hasn't arrived and isn't responding to messages.

Open a ticket under "Driver" or "Safety" with your booking reference so our team can step in directly.

My delivery is running late.

Your driver may send a time extension request, which you can approve or decline right from your conversation or delivery page. If no request appears and the delay is significant, contact support.

I can't find my pickup or delivery PIN.

Open the delivery from My Deliveries and use "Reveal PINs" — you can view them again at any time after checkout.

I was charged the wrong amount, or my coupon didn't apply.

Open a "Payment" ticket with your invoice or booking reference and our team will review it.

I want to cancel my delivery request.

Open a "Cancellation" support ticket referencing your delivery — our team will confirm the next steps based on its current status.