Tracking and receipts

An order has two waits in it. The first is Layout building the cart, which takes a couple of minutes at a new restaurant. The second is the kitchen making your food, which is the restaurant's clock and not ours.

While Layout is working

You get a tracking link as soon as a build starts. It updates on its own, so you can leave it open, and it shows the three stages an order goes through: building, waiting on your confirmation, and placing.

You can also just ask. "Where is my order" works in the same chat, and your assistant checks with us rather than guessing. That check is free and instant, so ask as often as you like.

On iPhone, an order in progress also shows up on your lock screen while it runs.

After it is placed

You get a receipt by email. It lists the restaurant, the items, and what you were charged.

Where the restaurant sends their own confirmation email, that is what your receipt is built from. Their email is the truth about what they are making, and it beats anything we inferred from their website. Where a restaurant sends nothing, your receipt is what Layout recorded at the moment it placed the order, and it says so.

Receipts also live in your account at account.layout.link and in Layout's iOS app.

When we are not certain

Layout will never tell you an order was placed unless it has evidence that it was. A confident wrong answer either way is dangerous: "it failed" makes you order again and pay twice, and "it worked" sends you to a counter with nothing on it.

So if we cannot confirm placement, we say exactly that, and we keep checking. It is the less comfortable answer and it is the only honest one.

The pickup itself

Give your name at the counter. The order is already paid, so there is nothing to hand over and nothing to settle.

If it is not there, do not reorder through Layout to fix it. Start with the help center: fix a wrong, late, or missing order.