Frequently Asked Questions

This guide will help you learn more about the platform and how to get started. If you're already a partner, get your questions answered at help.doordash.com.

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General Information

DoorDash is a technology company that connects businesses with customers in their area across the US, Canada, Australia, Japan, and Germany. By facilitating delivery and pickup orders, DoorDash helps businesses reach new customers, increase brand awareness online, and ultimately grow.

DoorDash helps businesses grow their takeout sales, reach new customers, and increase brand awareness online. By listing on DoorDash, you can get access to new customers who want to order from businesses like yours for delivery and pickup.

With DashPass, high-value customers see your business first and pay lower fees when they order from you — at no added cost to you. Because DashPass customers order more often, you get more orders and repeat customers.

DoorDash also allows merchants to opt in to in-app marketing promotions to help you reach even more new customers and encourage lapsed customers to order again.

The easiest way to check if DoorDash is available in your area is to begin the self-signup process. If we do not service your area, we will notify you when that changes.

We’re proud to have rolled out a series of support initiatives to help our restaurant partners and the industry navigate the effects of COVID-19.

  • Launched #OpenForDelivery a campaign to let consumers know that restaurants are open, that delivery is safe, and that local businesses need their support more than ever.

  • Introduced Main Street Strong, a series of initiatives designed to help restaurants get back on their feet and accelerate into the new future.

  • Drove over 1 million incremental deliveries as part of our Local Restaurant Saturdays campaign in March.

  • Provided an alternative path to applying for a PPP loan through our partnership with BlueVine.

For details on these programs and their impact, read more at DoorDash Impact.

DoorDash is the #1 food and drink app in the U.S. according to the App Store and has a growing presence in Canada, Australia, Japan, and Germany.

We truly value our partners, which is why we offer 24-hour support as well as resources to drive your growth, such as a free menu photoshoot and a variety of marketing promotions to get you in front of more customers. We also have a loyal base of customers on DashPass, our monthly subscription service.

Plus, DoorDash has an array of products for every restaurant need. On the DoorDash App, you can offer pickup or delivery. With Storefront, you can setup a branded online store and offer pickup and delivery directly from your website. And with Drive, you can access DoorDash logistics technology and a wide network of Dashers to support your own delivery program.

Yes! We encourage merchants to try out our platform alongside others so you can compare which partner brings you the most orders and offers the best experience.

If you'd like to speak to a merchant sales representative, you can contact us or call us Monday-Friday at the numbers below:

  • United States and Canada: (855) 554-5779

  • Australia: (800) 717-576

  • Germany: 032 2122 49121

Already a DoorDash merchant? Browse help.doordash.com for answers to your questions, or call merchant support at the numbers below:

  • United States: (855) 973-1040

  • Canada: (855)-643-8430

  • Australia: 1800-958-316

  • Japan: 81 120-610-257

Delivery

Food delivery has been growing in popularity in recent years, and that trend is only accelerating. A report predicted that by 2023, nearly 60 million people will use a food delivery app in the U.S.

DoorDash reaches 85% of U.S. consumers, 80% of the Australian population, and more than 75% of the Canadian population, and we're continuing to grow worldwide. That means your business will be seen by a wide range of demographics.

If you already have a delivery team, our Self-Delivery product allows you to list your restaurant on the DoorDash App while fulfilling deliveries in-house. You'll also have access to Dashers when and where you need them, so you can offer delivery when your team isn't available or outside of your team's delivery area.

With Self-Delivery, you can enjoy the marketing benefits of DoorDash at a reduced commission rate, without changing your operations.

The default delivery radius is ~5 miles. However, businesses can expand their delivery radius by opting in to a different partnership plan and switching to distance-based pricing. 

We work hard to provide the best experience for our community of Dashers, customers, and merchants. All Dashers are 18 years or older and undergo a background check. We also provide details on how Dashers can navigate the app to complete deliveries, and we share tips from high-performing Dashers when they sign up.

As a merchant, you can rate your Dasher and your overall delivery experience in the Merchant Portal. With this input from merchants, we can help ensure the best experience for our partners and consumers.

Products

Our flagship product is the DoorDash App, helping you reach new customers and grow your sales with delivery and pickup for your business. You can also get listed on the app with DoorDash Self-Delivery, where you can pair your own team of drivers with Dashers.

We also offer DoorDash Storefront, which enables you to set up delivery and pickup ordering on your website, commission-free, using your branding, with delivery orders fulfilled by Dashers.

For partners that just need fulfillment services, DoorDash Drive enables you to use an API to connect your website or app to our delivery network, getting your delivery orders fulfilled by Dashers.

Yes, DoorDash integrates with leading POS and technology solutions, including Toast, Square, Shift4 Payments, Deliverect, ItsaCheckmate and many more.

For more information, check out our Integrations page.

If your menu changes, you can easily use the "Menu Editor" tool in the Merchant Portal, adding new items, modifiers, and options, editing categories, prices, and names, temporarily deactivating items, removing items permanently, or updating modifier settings.

If you have a shared menu, or a menu that spans across multiple locations, you will only be able to make edits from an account with Admin or Manager access.

If you have trouble updating your menu, please see the "Help" section in the Merchant Portal to submit a request, and the Menu Specialist team will complete updates within 72 hours.

Please note: If your restaurant uses a POS integration, you will need to change your DoorDash menu directly from your POS system.

Yes, DoorDash partners can pause orders at any time. If your restaurant uses a tablet, you can pause your store from collecting orders for a specific time period. You can also indicate that your store is busy, letting customers know to expect longer prep times.

Yes, you can set specific store hours to accept DoorDash orders in the Merchant Portal.

You can easily assign daily store hours to your menus (breakfast, lunch, dinner, etc.). You can also set special hours for closures, special events, or holidays, and pause receiving orders within the "Business Hours" section of the Merchant Portal.

Yes, restaurants and alcohol retailers in certain locations can sell alcohol on DoorDash. Learn more about DoorDash alcohol delivery and see the full list of locations where alcohol delivery is currently available.

Merchants should consult their retail permit and local laws to confirm whether off-premise delivery is permitted, and if so, for what types of beverages and under what conditions.

Pricing

While there is no fee to join the DoorDash App, we charge a commission rate on all orders, which varies based on which partnership plan you select. Get started to understand your business's commission rate.

DoorDash charges a commission rate in order to cover expenses that keep your delivery and pickup business running, including competitive pay for Dashers, third-party insurance, secure background checks and other benefits.

Fees also cover credit card processing, 24/7 customer support for you, your customers and Dashers, and marketing campaigns to drive more customers to your business.

In the U.S., pricing plans differ based on the level of built-in marketing plans included, with "Basic" including our core marketing tools (listing your business on the DoorDash app, discoverable in search, and featured in our algorithmic collections like "Fastest Near You" or "Local Favorites").

The "Plus" plan adds an expanded delivery area and DashPass.

The "Premier" plan includes all of the benefits of "Plus" and a Growth Guarantee*.

*DoorDash "Premier" Growth Guarantee: Accept at least 20 orders per month or DoorDash will refund your commission costs for that month. Partners are eligible for this rebate only if (1) they cancel fewer than 5 orders that month and (2) maintain "open hours" on DoorDash for 90% of the Store Hours that they have set in the Merchant Portal. 

In Canada, Australia, and Japan, pricing plans differ based on access to DashPass, pickup, and more. Get started to see exact pricing.

We encourage you to try a plan for 2-3 weeks, and if it’s not working for you, switch to a new plan. If you need help figuring out a solution that works for your needs, contact our Support team or take our quiz for a quick recommendation.

Pricing partnership plans are only available in the U.S. at this time.

If you complete fewer than 20 orders in a month, we will refund your entire commission at the end of that month. To be eligible, you must:

  • Operate in the U.S.

  • Be "open" on DoorDash and accepting orders for at least 90% of the hours that are listed in your Merchant Portal as your store's "Open Hours"

  • Cancel fewer than 5 orders that month

We've listened to our partners and learned that the majority would like more choice and flexibility. We are giving partners the ability to choose the commission rate they pay and level of marketing that is built into their agreement. We know that each business is unique, and we want to help our partners find the right solution for their specific needs.

No, pricing packages are only currently available for businesses in the U.S., only. Get started to see exact pricing.

You can change your plan any time in the Merchant Portal. Plans may take 5 business days to process changes, so it is not feasible to change your plan more often than about one time per week.

We encourage merchants to try a plan for a minimum of 2-3 weeks before switching in order to get the most representative picture of how well each plan works for your business. If you are on the free trial and you select a new plan, when the free trial ends, you will be enrolled in that new plan.

Yes, you can just change your "Pickup" rate. We’ve lowered "Pickup" pricing for all of our local partners from 15% commission to just 6% commission, inclusive of credit card costs.

To sign up for this new rate, go to the "Settings" section in your Merchant Portal. If you’re new to DoorDash, this will be your "Pickup" commission.

DoorDash does not charge an activation fee or any hidden fees. However, certain fees may be applicable for additional products or services as you opt in, such as: 

  • $6 per week if you choose to use the DoorDash Tablet to accept orders. You can also accept orders via point of sale integrations, email, or fax at no cost to you.

  • Promotion fees if you choose to offer in-app marketing promotions to grow your sales.

No. Card processing fees are not charged for merchants on the DoorDash App

Merchants using Storefront, our online ordering system for your own website, do pay credit card processing at 2.9% of the total transaction amount plus a $.30 charge per order in the U.S.

Merchants do not pay any commissions or monthly fees for Storefront orders.

Getting Started

Businesses can sign up for DoorDash by completing this form, where you'll share basic information about your business and upload your menu. Next, you'll setup how you’ll  receive DoorDash orders (email, fax, tablet or point of sale integration). An onboarding specialist will then contact you with instructions to begin receiving DoorDash orders.

The signup process typically takes between 3-5 business days.

Our sales team can help you setup multiple locations on DoorDash.

Please contact us Monday-Friday at (855) 554-5779 in the U.S. and Canada, and (800) 717 576 in Australia. We’ll help you setup each location to receive DoorDash orders and give you admin access to see analytics for all of your locations.

When you sign up for DoorDash, you can choose your order protocol to determine where to receive orders.

Many businesses choose to use the DoorDash tablet for a weekly fee, but you can also choose to receive orders with one of our POS or aggregator integrations to have orders flow directly to your register or kitchen display system at no additional cost. You can also choose to receive orders via email or fax.

After your free trial, you’ll be enrolled at the commission and tablet fees indicated in your "Merchant Signup Sheet." You can change your plan at any point in your trial within the Merchant Portal.

Yes, you can opt-out of your free trial at any time. Please reference this resource to learn more.

If you switch plans in the middle of your trial, your free trial ends, and you will be enrolled in your new plan, paying that plan’s commission rate, within the next 5 business days. If you do not want to end your free trial early, we suggest setting a calendar reminder and logging in to update your plan 5 or fewer days before your trial ends.

Merchant partners can either choose to receive a weekly direct deposit from DoorDash or opt-in to daily payouts at no charge.

Finding the right solution for your business depends on your specific goals, needs, and priorities. For help in finding the right plan for you, take our short quiz.