Support
We're here to help
Questions about an order, your account, a payout, or the app? Reach a real person by email or phone, or find the answer below.
- Contact
- help@walymarket.com
- Support hours
- +1 (929) 613-8255
Every day, 8:00 AM – 10:00 PM Eastern
- Typical reply
- Within 1 business day
Ways to reach us
Customers, drivers, and store partners all use the same support desk. Tell us which one you are and we'll route your message to the right team.
Email us
Best for order issues, refunds, account questions, and anything that needs a receipt or a screenshot.
help@walymarket.comCall us
Best for an order happening right now: a late delivery, a driver who can't reach you, or a store that is closed.
+1 (929) 613-8255Write to us
For legal notices and anything that has to arrive on paper. Please use email or phone for everyday support.
860 Elton Avenue, Bronx, NY 10451
Faster help
What to include in your message
The more of this you send the first time, the fewer questions we have to send back.
- The email address or phone number on your Waly Market account.
- Whether you are a customer, a driver, or a store partner.
- The order number, if your question is about an order.
- What you expected to happen, and what happened instead.
- A screenshot or photo, if something looks wrong in the app or with an item.
- Your device and app version, if the app itself is not working.
Email
Replies within 1 business day
Phone
8:00 AM – 10:00 PM Eastern, every day
Account deletion
Acknowledged within 10 business days
Privacy requests
Completed within 45 days
Help by topic
Find the answer yourself
The policies below answer most questions in writing, including the ones our support team gets asked every week.
Customers
Orders, refunds, payments, and your account.
Drivers
Pay, tips, deactivations, and safety.
Store partners
Menus, orders, fees, and payouts.
FAQ
Common support questions
If your question isn't here, email or call us and a person will answer.
Still have questions?
Email or call us and we'll get back to you.
My order is late or never arrived. What do I do?
Open the order in the app to see its current status and your driver's location. If the order is badly late or was never delivered, call (929) 613-8255 so we can reach the driver and the store right away, or email help@walymarket.com with your order number and we will make it right.
Something was missing, wrong, or damaged in my order.
Report it as soon as possible through the app, or email help@walymarket.com with your order number and a photo of what you received. We may ask for a photo or a receipt to review it, and eligible items are refunded to your original payment method or as Waly Market credit, as described in the Refund & Cancellation Policy.
How do I get a refund, and how long does it take?
Request a refund in the app or by contacting support. Approved refunds go back to your original payment method. Once we issue one, how long it takes to appear is up to your bank or card issuer, so allow a few business days before checking with them.
Can I cancel an order after placing it?
You can cancel free of charge until the store accepts the order and starts preparing it. After that, a cancellation may be partly or fully charged because the store has already bought or cooked the items. The Refund & Cancellation Policy explains exactly when each applies.
I can't sign in, or I never received my verification code.
Check that you are using the phone number or email on the account and that your device has signal, then request a new code after a minute. If it still doesn't arrive, email help@walymarket.com from the address on the account and we will verify you another way.
How do I delete my account?
Delete it in the app under Account → Settings → Account and privacy → Delete account, or send us a request and we will handle it. The Delete your account page walks through both, what gets deleted, and what we are required to keep.
The app is crashing or not loading.
Update to the latest version of the Waly Market app, then close and reopen it. If the problem continues, email help@walymarket.com with your device model, operating system version, app version, and a screenshot or screen recording, and our team will follow up.
I'm a driver and my pay or a tip looks wrong.
Check the trip breakdown in the Waly Driver app first: it shows base pay, distance, time, promotions, and tips for each trip. If a number still looks wrong, email help@walymarket.com with the trip date and time and we will review it against the Earnings and NYC minimum pay policies.
I'm a store partner and an order or payout needs attention.
For a live order problem, call (929) 613-8255 so we can reach the customer and the driver. For payouts, fees, or catalog questions, email help@walymarket.com with your store name and the dates involved, and our merchant team will respond.
How do I report a safety issue or a serious incident?
If anyone is in immediate danger, call 911 first. Then call (929) 613-8255 or email help@walymarket.com so we can investigate, contact the people involved, and take action under our Community Guidelines and safety policies.
Looking for a policy?
Every Waly Market term, policy, and notice for customers, drivers, and store partners lives in the legal center.