Articles on: SHOPPERS

What if a driver can’t pick up my order?

If a driver is unable to pick up your order, you may need to submit a new delivery request once the issue is resolved.

Details

There are times when a driver may not be able to complete the pickup due to reasons such as:

The store is closed at the time of arrival
The order is not ready or cannot be found in the store’s system
The store does not allow third-party pickups
Incorrect or incomplete order details were provided

In most cases, a driver may already be assigned or at the pickup location before the issue is identified. When this happens, the delivery may be canceled to avoid further delays.

If you still wish to proceed, you can submit a new delivery request once the issue has been resolved (e.g., the order is ready or details are corrected).

Please note that if a driver has already been assigned, is en route, or has arrived at the pickup location, cancellation fees may apply depending on the situation, as time and effort have already been spent. In such cases, a full refund is not guaranteed.

What’s next?

Before placing a new order, make sure to:

Ensure store is open and your order is ready for pickup, with a confirmation email received
Confirm store allows third-party pick ups
Double-check all order details to avoid delays or additional fees

If you need assistance, contact our Support team through the UniHop platform or email support@unihop.app. Please include your Order ID and delivery details so we can assist you faster.

For refund-related questions, please check this article for more details.: How soon will I get my refund?

Updated on: 04/13/2026

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