 For all support issues, send an e-mail to [support at gocelly.com]. You can also call us at 1-888-55-CELLY or text 'HELP' to 90703.
Back to top
| I've text messaged an order, but nothing is happening! |
There are several reasons why this could happen: 1) Text messaging is not instantaneous. It may take up to several seconds, or in rare cases several minutes for a message to be received. 2) There is a break in the cellular network. Despite consistent maintenance and upgrades, no network is infallible. 3) There is an issue with the GoCelly infrastructure. Our proprietary software monitors GoCelly servers 24/7/365 and will automatically alert staff members in the event of an outage. We will do our best to resolve the situation as quickly as possible. If your order is not confirmed by the restaurant within 6 minutes, a text message will automatically be sent to you stating that the order was not successfully placed. Your credit card will not be charged if this happens. If you have other issues, please contact [support at gocelly.com].
Back to top
| I received a message stating that the order was not successfully placed. |
There are a few possible causes to this scenario: 1. The restaurant was temporarily closed. GoCelly accounts for restaurant business hours and any days that the restaurant will be closed. It is up to the restaurant owners to keep these schedules up-to-date. Despite these precautions, restaurants may be closed temporarily at unexpected times. Rest assured that your credit card will not be charged. 2. The restaurant was open but did not confirm receipt of your order to GoCelly within 6 minutes. This could happen if there was a break in the communications link or if the restaurant refused your order for some reason (e.g., you are not in the restaurant's delivery area). If this is the case, your credit card will not be charged.
Back to top
| What if my order was wrong? |
Please check and ensure that you have received all of your items before leaving the restaurant. If you've already left, call the restaurant right away to arrange for the correct items to be made available for pickup. The contact information for the restaurant will be in your confirmation text message, a confirmation e-mail, and the GoCelly website. For text message orders, the restaurant's phone number will be sent via the confirmation text message to your phone, an optional confirmation e-mail, and will also be available on the GoCelly website. For online orders, the restaurant's phone number will be sent via a confirmation e-mail, an optional text message to your phone, and will also be available on the GoCelly website. If you want a refund for a mistake, e-mail [support at gocelly.com] or call 1-888-55-CELLY and we'll gladly do our best to help.
Back to top
| What if there is an issue with my order? |
For order issues that need to be corrected right away, call the restaurant as soon as possible. The contact information for the restaurant will be in your confirmation text message, a confirmation e-mail, and the GoCelly website. For text message orders, the restaurant's phone number will be sent via the confirmation text message to your phone, an optional confirmation e-mail, and will also be available on the GoCelly website. For online orders, the restaurant's phone number will be sent via a confirmation e-mail, an optional text message to your phone, and will also be available on the GoCelly website. For all order issues, send an e-mail to [support at gocelly.com] or call 1-888-55-CELLY.
Back to top
| What if the estimated order preparation time is too long? |
Our time estimates are based on prep times supplied by the restaurant. During peak times, order preparation times will be longer than usual, but be no longer than if you had ordered it at the restaurant. The restaurant will process orders in the order that they receive them. Remember, GoCelly eliminates the time you spend waiting in line or being on hold while placing the order!
Back to top
| How can I lodge a complaint about a restaurant? |
If you feel encounter an issue with an affiliate restaurant as a direct result of using GoCelly, please send an e-mail to [support at gocelly.com] with a clear description of the situation.
Back to top
| I received a text saying that my number has been blocked |
Generally when a number has been blocked, a charge reversal or charge back dispute has been associated with this number. To protect GoCelly and its network restaurants, any numbers that dispute any transactions will automatically be blocked from performing future orders using the service. If you believe you have received this message in error, please feel free to email us at [support at gocelly.com].
Back to top
| 
