FAQ

Making your life easier is our top priority. Five-star service gets you what you need, right when you need it.

General

How do I contact customer service?

You can reach us at 778-833-1131, available 24/7. Our customer service representatives will help you with all your questions.

Which restaurants have promotions? What types of promotions do they have?

Promotion information can be found on the Fantuan app on the home page. You can also follow Fantuan's public WeChat account to get the most updated promotions.

Why is the estimated delivery time not the same as my order’s actual arrival time?

Fantuan’s average fastest delivery time is around 30 minutes. There are a wide variety of factors that may contribute to a later delivery time:
 1)Order queue acceptance: we need to arrange orders in a queue based on the time of their placement - orders at the end of the queue may have extended delivery times.
 2) Restaurant preparation time: to prepare certain dishes and/or a large amount meal orders may extend delivery times - restaurants generally take about 20 minutes for meal preparation. 3) Harsh weather: roads become hazardous in harsh weather - this may affect order distribution efficiency and therefore extend delivery times.
 4) Distribution accidents: Occasionally, there will be collisions on the road, road repairs, traffic jams, etc., resulting in increased delivery time. 
While we cannot control all of these factors, we will do our best to get your order delivered on time and hope to have your understanding and support. Ordering in advance will effectively protect your meal time requirements.

There is a problem with my order - what do I do?

In case of any problems with your order, please contact our customer service team in time to deal with it. If there is a problem with the process of food delivery, like a serious food spill, there will be a compensation. If there is a problem with the quality of the food, our customer service team will help you contact the restaurant for negotiation or compensation.

Does Fantuan provide an invoice/receipt?

Yes! If you need an invoice/receipt, open your app and find your order in “Order History.” Once you clicked on this order, you should find a button labelled “Receipt” - click here, enter your email address and click “Send Receipt.” You should find your invoice/receipt in your email inbox.

Account

How do I become a courier for Fantuan?

To become a courier for Fantuan, fill out the application at http://fantuan.ca

What kind of transportation is used to deliver orders? Do I need to provide my own?

Fantuan’s couriers have options - you can either provide your own transportation - car, electric car or bicycle - or rent one of our electric bikes.

Do I need to have a legal work permit/SIN card to become a courier for Fantuan?

Yes, Fantuan requires you having a legal work permit/SIN card to become a courier.

I am an international student, can I deliver with Fantuan (become a courier)?

As long as you have a legal work permit/SIN card, you can deliver with Fantuan!

Refunds

How can I check that my refund went through?

The refund process depends on your bank’s settlement process. You can check your bank statements - some banks will provide a refund while others will directly adjust the previous order amount.

Do my refund credits expire? When?

The credits will expire one year after the date they are issued.

Partners

How do I partner with Fantuan?

To become a partner merchant, fill out the application at http://fantuan.ca. You can also call your local office.

Will someone be there to answer my questions when I sign the contract?

Someone from our team will help answer your questions every step of the way!

How do I participate in Fantuan’s promotions?

Fantuan will have various online and offline promotions every month. To participate, find your local Fantuan marketing operations representative. 

Payment

What payment methods does Fantuan accept?

Fantuan accepts the following payment methods:
- cash
- Interac - supports debit card
- Visa and MasterCard
- WeChat payment - Alipay (only through Fantuan app)

Why can’t my debit card pay successfully?

Please check if your debit card has a Visa or MasterCard symbol on it - if it does, please select Visa/MasterCard payment method.

Membership Points

How do I get my membership points?

1) After successfully placing an order, you will earn points equal to your order amount
2) Go to the bottom right corner of the app and click on “Account,” then click on “Earn Points” to see how to collect more points
3) Write reviews and collect points on our app!

What can I do with my points?

Go to the bottom right corner of the app and click on “Account,” then click on “Points” to see what you can exchange for your points