Check it
If you meet the driver, check the order before they leave.
HALEN / GROCERY, FOOD & RETAIL ORDER HELP
Something wrong
with your order?
How to get help with a grocery, food, or retail order placed through Halen.
When your order arrives.
Use your PIN
If a signature or delivery PIN is required, have it ready. It cannot be skipped.
Keep the receipt
Your order receipt and reference are in the app.
Common problems.
| Problem | What to do |
|---|---|
| Missing item | Report it through Halen’s 24/7 in-app chat with the order reference and the missing item. |
| Wrong item | Report it with the order reference and a photo of what you received. |
| Damaged item | Take photos of the item and packaging, and keep them until the issue is resolved. |
| Order didn’t arrive | Check the delivery photo and the drop-off location, then contact support. |
| Late order | Check the order status in the app, then contact support if you need help. |
What Halen can’t deliver.
Alcohol, tobacco and vaping products, cannabis, and prescription medicines are not delivered under Halen’s current service.
Refunds and credits.
Halen reviews each reported problem. Any refund or credit follows the Terms & Conditions. Report problems promptly so the details are easy to confirm.
STRAIGHT ANSWERS
Order questions.
How do I report a problem with my order?
Use Halen’s 24/7 in-app chat with your order reference, a short description, and photos if you have them.
Can I get a refund?
Halen reviews each report. Refunds and credits follow the Terms & Conditions.
Can Halen deliver my prescription?
No. Prescription medicines are not delivered under Halen’s current service.
Can I talk to someone?
Yes. In-app chat is available 24/7 and can connect you to a live phone call.
KEEP EXPLORING