Support

Need help with your order, the Santa Fe Burrito Grill app, or anything else? We’re here.

Contact Us

Email: support@santafeburritogrill.co
Phone: Contact your nearest location directly for the fastest response on order issues.

We typically respond to email within 24 hours, faster during business hours.

Frequently Asked Questions

Orders and Pickup

How do I track my order?
Open the Santa Fe Burrito Grill app and tap “Orders.” You’ll see real-time status updates from when your order is received through when it’s ready for pickup or out for delivery.

Can I change or cancel my order?
You can cancel an order before we start preparing it. Open the app, find the order, and tap “Cancel Order.” If preparation has already started, please call the restaurant directly.

What if I’m running late for pickup?
Your food will be kept ready at the restaurant. If you’re more than 30 minutes late, please give us a call so we can keep things fresh.

Can I order ahead?
Yes. The app lets you schedule pickup times during operating hours.

Delivery

How does delivery work?
We partner with DoorDash for delivery. Orders are dispatched to a Dasher who picks up your food and delivers to your address. Delivery times depend on driver availability and distance.

What’s the delivery area?
Delivery is available within a certain radius of each store, determined by DoorDash. Enter your address in the app to see if delivery is available to you.

Can I tip my driver?
Yes. Tips are added at checkout and go to the driver. You can adjust your tip amount with preset options or enter a custom amount.

My delivery is late or wrong. What do I do?
Contact us at support@santafeburritogrill.co with your order number. We’ll investigate and make it right with the help of DoorDash.

Catering

How do I order catering?
You can order catering through the app. Catering orders require at least 24 hours advance notice and serve groups of varying sizes.

Can I customize a catering package?
Yes. The app lets you choose proteins, sides, drinks, and desserts. For special requests beyond what’s in the app, contact your local restaurant.

What if I need to cancel catering?
Catering cancellations require at least 12 hours notice for a full refund. Contact us as soon as you know.

Payment and Refunds

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) processed securely through Shift4 Payments. We do not currently accept Apple Pay or Google Pay in the app.

Is my payment information secure?
Yes. We use PCI-compliant payment processing through Shift4. We never store your full card number on our servers.

How do I get a refund?
Refunds for cancellations are processed automatically. For other issues (food quality, missing items, wrong order), contact us at support@santafeburritogrill.co with your order number and details. Refunds typically appear in 5-10 business days.

Rewards and Promotions

How does the rewards program work?
You earn points on qualifying purchases. Redeem points for free items, discounts, and other rewards. Open the app and tap “Rewards” to see your balance and what’s available.

Why didn’t I earn points on my last order?
Points are awarded after the order is completed. Catering orders may have different rules. Check the rewards program details in the app.

My promo code isn’t working.
Common reasons:

• The code has expired.
• You’ve already used the code.
• The code applies only to specific items or order types.
• The minimum order amount hasn’t been met.

If none of these apply, contact us with the code and we’ll look into it.

Account and App

How do I create an account?
Open the app, tap “Sign Up,” and enter your email and password. You can also sign in with Apple or Google.

I forgot my password.
Tap “Forgot Password?” on the login screen and we’ll email you a reset link.

How do I delete my account?
In the app, go to Profile, then Settings, then Delete Account. This permanently removes your account, order history, and saved payment information.

The app isn’t working.
Try these steps:

1. Force close and reopen the app.
2. Check your internet connection.
3. Update the app to the latest version from the App Store or Google Play.
4. Restart your phone.

If problems continue, contact us with your phone model and a description of what’s happening.

How do I change my notification preferences?
In the app: Profile, then Notifications. You can also manage notifications in your phone’s system settings.

Locations

Where are your restaurants?
We currently operate in Franklin, Weymouth, Melrose, Acton, East Boston, Malden, Rockland, and Revere, with more locations coming soon. See the locations page for addresses, hours, and phone numbers.

Do all locations offer the same menu?
Yes. Our menu is consistent across all Santa Fe Burrito Grill locations.

Do all locations offer delivery?
Most locations offer delivery, but service areas vary. Enter your address in the app to confirm delivery is available.

Allergens and Dietary

Can you accommodate dietary restrictions?
Our menu has options for vegetarian, vegan, gluten-free, and other dietary preferences. The app lets you filter the menu by dietary tags.

Are your ingredients allergen-friendly?
Our kitchens prepare food in shared spaces. Cross-contamination is possible. If you have severe allergies, please call the restaurant directly before ordering.

Still Need Help?

If your question isn’t answered here, email us at support@santafeburritogrill.co. Include your order number if applicable, and we’ll get back to you as soon as possible.

We’re a family-owned business. Real people answer your messages, and we genuinely care about making things right.

Santa Fe Burrito Grill — Authentic Mexican food, made fresh from scratch every day.