Question about your order? Read though this FAQ to find answers to the questions we receive most often:

Remember to always check your order date and time on your receipt before leaving the house to pick up your donuts.

My order status does not appear to be ‘confirmed’ or ‘ready’ yet. Is there a problem?

We aren’t always able to update the status of your order immediately but rest assured that we’ll have your order ready at our Walk-Thru window (facing Charlton) at your scheduled pick up time. Have your order number and pick up time ready for the fastest possible service.

Oh No - I’m going to be late for my pickup!

No problem - we’re not going to get hungry and eat your donuts. Please arrive to pick up your order before we close at 6pm.

CAN I pickup my order early?

It’s best if you show up close to your pick-up time as your order will be packed by then. But if you’re early, you just may have to step to the side and wait while we finish packing your order. And if there’s other people picking up their orders, be sure to give everyone proper physical distance.

HOW DO I PICKUP MY ORDER?

All orders can be picked up at our Walk-Thru window facing Charlton Ave. If a staff member is not at the window, ring the doorbell for service. Have your order number and name ready and your order will be placed on the shelf for you to pick up. Please come within your scheduled pickup time frame to ensure your order is ready. If you come early we may ask you to wait for a period of time while your order is prepared.

Whoops - I placed my order for the wrong date!

We make your donuts just for you for the day and time that you select when placing your order. If your order is for today and you are realizing you meant to order for a different date, you’ll need to pick your donuts up or call a friend and ask them to pick them up. We cannot refund you after your donuts are made. If you’ve placed your order for tomorrow or later and want to change or cancel it, no problem - call the shop at 289-309-1108 during our open hours (10am-6pm) to cancel your order.

I want to cancel my order

We will do our best to accommodate any changes or adjustments to orders in advance of their pickup date. However, you may need to cancel and place your order again if the changes you are requesting are significant. You will need to contact us by phone (289-309-1108) or email (info@donutmonster.ca) to cancel your order.

We can adjust and refund orders if needed ONLY before their scheduled pickup day. Refunds will not be given for cancellations on the day your order is scheduled for pickup, as all donuts are made to order. If your plans change and you are not able to pick up your order we encourage you to send someone else to pick up instead. While we will make every effort to contact you if you have forgotten to pick up your order, all donuts that are not picked up before 6pm each day will be donated or disposed of.

THE TAX AMOUNT ON MY ORDER IS WRONG - I ORDERED multiple donuts and tax was still applied!

If you pack the donuts in your order into 6-pack or 12-pack boxes (use the 'Pack a Box!' feature to do so), HST will not be charged on these items. Tax will be charged on donuts that are ordered individually, even if you order more than six individual donuts. Please add items to your cart with this in mind and double check before you complete checkout, as we are unable to offer refunds for taxes that are charged due an error in your ordering method. We submit all HST charged to the CRA (charging you tax does not benefit us!), but we want you to save the tax where possible so you can enjoy our donuts for less $ overall.

Can I buy an extra donut at the window when I pick up my order?

You can, but flavour choices will be more limited, and based on availability. We make pre-packed assorted half dozens and a short list of single flavours available for those without preorders each day.

Could I please get a milkshake, a cappuccino, or some other item that is not listed on your website?

We are currently serving drip coffee, cold espresso based drinks, as well as paletas and donut ice cream sandwiches, made to order, at our Walk-Thru window. We’ll bring back all of our regular items, like hot drinks and milkshakes over time.