Learn what to do if your order is delayed, has not arrived as expected, or if any items are damaged during delivery.
Order preparation and delivery times may vary depending on store volume, time of day, and location.
Delays may be caused by:
- High order volume during peak hours
- Weather or traffic conditions
- Delivery partner availability
- Handling during transportation
If you experience any of the above issues, please follow the steps below:
- For delayed orders: Check your order status through the app or platform used, or contact the store or delivery partner for updates
- If your order has not arrived: Verify the delivery status on your ordering platform and contact the delivery partner for immediate support
- If items are damaged during delivery: Take photos of the affected items and contact the delivery platform for further assistance
Contact Information by Ordering Channel
For delivery orders placed through third-party platforms, we recommend contacting the respective platform directly for the fastest support.
- HighlandsĐi App / MoMo / Zalo: Hotline Highlands Coffee: 1900 1755
- ShopeeFood: Hotline: 1900 2042
- Grab: Currently, Grab does not support a public customer hotline. Please contact Grab via the Help Center or in-app support for the fastest assistance
- Xanh SM: Please contact via the Xanh SM app or official support channels for assistance
- Be Group: Please contact via the Be app or in-app support for assistance