FAQ

You must provide valid ID. For our new awesome customers, we require our driver to take a photo of your ID for your safety and the protection of your acccount. If you cannot provide ID, your order will be refunded minus a $5 delivery attempt. We also may also ask you to show your credit card which matches the order. We do this to protect you from fraud. Your information is confidential and protected at all times. If you would like to cancel your order without the $5 charge, please contact customer support a minimum of 90 minutes before your delivery window.

Of course! Yes, we do discount for bulk purchases! Just add the items to your cart, and you’ll see the discount amount appear when you check out. You can buy up to 6 items at one time.

If you are having issues making an order, please try using a laptop/desktop or a different browser. Sometimes it helps to order directly from the website, with a credit card.  Be sure to double check and make sure your billing zip code and CVC (on the back of the card) number is correct. If the credit card is not working, you can use Amazon checkout with the login button on bottom of checkout page. You also need to be logged into your Amazon account first.

If you are getting a message saying “No Shipping Method” that means that you have picked a shipping address which is not within the DC city limits. Your billing address should match your card billing address (which can be anywhere in the US) but your shipping address must have a zip code within the DC city limits.

Thank you for your patience.

You will be able to choose your own delivery window when you place your order. . You must request delivery a minimum of 60 minutes ahead of your desired window. Deliveries are guaranteed within 48 hours. However, if your schedule does not permit us to meet this guarantee, we will deliver as soon as you are available.

For many years we have not charged a delivery fee. Unfortunately, we have to start to charge a $10 fee for orders under $100 to adequately compensate our hard-working drivers. Orders over $100 are always free.

We do not deliver at specific times, but within the given windows. Your awesome driver will text you at the beginning of the time window with an ETA and link you can use to track your delivery.

Your driver will also text you five minutes prior to delivery time, and if you are not ready within 5 minutes of your driver’s arrival, the delivery will be rescheduled. If you did not receive a text 5 minutes prior to your driver’s arrival, your driver will wait a maximum of 10 minutes. We understand that life happens. For a small $5 fee, we can redeliver within your window if you get in touch with customer service.

In general, we will deliver within the District of Columbia, with the exception of federal property, school/university property, day care centers, public swimming pools, playgrounds, video arcades, youth centers, public libraries, or in and around public housing.

Please be aware that the ETA link that you receive from your awesome driver is not always reliable – technology is a blessing but can be a curse. Our drivers may be faster or slower against the ETA’s guesstimates – due to traffic, limited network connection, or other factors. We will do our best to communicate updates to you. Be aware that since our drivers are Deaf, they will not be able to respond to you while driving. In addition, our drivers have no authority to solve problems or concerns. Please get in touch with our customer service agents via chat or support ticket. Thank you!

We apologize but this is not possible. Our drivers have routes and schedules to adhere to and the logistics required to pull an individual out and assign a specific time are immense. We are not prepared to be able to accommodate these requests. With that being said,  if you have special needs, please contact Customer Service to see what they can do for you. Notes on your order have a high chance of being overlooked before the driver goes out on the route, so do not use them for time change requests. However, notes can be used for specific delivery location instructions.

Yes! Please do! Our drivers see notes on their delivery app, and can follow your instructions regarding location. As noted in the prior FAQ, specific time requests cannot be put down in order notes. Thank you!

No. For safety and security purposes, all DefCan contracted drivers are instructed not to take cash tips or carry cash with them on deliveries. If you wish to tip a driver, please add it while you make your orders on DefCan. All tips are collected and distributed evenly to drivers and support staff for their respective shifts.

We encourage you to add tips before delivery on our site check-out page, as they will be distributed evenly to both drivers and support staff. However, if you forgot, or would like to add an additional tip for awesome performance by your driver, you can send tips via PayPal (paypal.me/defcan). Please specify in your payment notes that the payment is a tip, and if you’d like the tip to go directly to your driver, let us know who it was! Thank you!

Quite simply, time is money. You are informed at the beginning of your delivery window of your driver’s estimated arrival time and your place in the queue. You will be notified again when your driver is approaching. This allows you plenty of time to be in the place you’ve designated. Drivers will wait a maximum of five minutes to avoid impacting other customers and then they will need to continue their route.

You will need to contact customer service to reschedule, with a $5 surcharge per re-delivery attempt. If you’d like your order refunded instead, your order will be refunded minus $5 for the delivery attempt made. We appreciate your understanding!

Simply Contact Us here. Thanks!

First, we apologize for not meeting your expectations. We strive to be nothing short of awesome for all of our customers. Unfortunately, our delivery drivers cannot help you with your order, so please don’t text or call them! They will not have answers for you. Our friendly Customer Support team will be happy to solve your concerns. Contact Us here. Thanks!