Frequently Asked Questions (FAQ)

1. How can I place an order?

Open the CupMate app, choose your drink, customize it if you like, and tap Order Now.

2. Can I cancel my order?

No. Once the order is placed, it cannot be cancelled because preparation starts immediately to ensure freshness.

3. How does delivery work?

CupMate does not deliver to home or office addresses. Instead, orders are handed over at designated CupMate pickup locations. During your order, you can select or change your preferred pickup point from the available locations. Once your order is ready, you can go to the selected point and collect your drink.

4. How long does order preparation take?

Orders are usually prepared within 10–20 minutes, depending on order volume.

5. Can I track my order?

Yes. You can track your order status in the My Orders section in the app.

6. What if I receive the wrong drink?

If you receive the wrong drink, please contact support through the Help Center and include your order number.

7. What payment methods are accepted?

CupMate accepts credit cards, debit cards, and online payments.

8. Is my payment secure?

Yes. All payments are processed through secure and encrypted payment systems.

9. How do I create an account?

Download the CupMate app and sign up using your phone number or email address.

10. I forgot my password. What should I do?

Tap Forgot Password on the login screen and follow the instructions to reset it.

11. Can I change my pickup location after ordering?

No. Once your order is placed, the pickup location cannot be changed.

12. What happens if I do not collect my order?

If an order is not collected within a reasonable time after it is ready, it may be discarded to maintain product quality. Refunds may not be available in such cases.

13. Do you offer refunds?

Refunds may be provided in cases such as incorrect items or verified issues with the order. Please contact support through the Help Center with your order details.

14. Can I use promo codes or discounts?

Yes. Promo codes or discount offers can be applied during the order process if available.

15. How can I contact CupMate support?

You can reach our support team at:

Email: support@cupmatecoffee.com

We aim to respond within 24 hours.