Q: Where do I get the GET app?
A: GET app is available from the Apple App Store or Google Play. When searching for the right app, look for the GET logo.
Q: How soon can I begin placing online orders?
A: Before using the app, you will need to update your profile with your phone number and payment information (for non-meal plan and guest users). If you’re an Otis residence your meal plan dollar balance will be automatically uploaded into your account. You can begin ordering once you see your funds. You may order as often and as much as you desire. If you do not see your meal dollars’ balance, please contact your Housing Director m.brown@otis.edu
Q: How many times can I place an order?
A: As long as you have an account balance, you may order as many times and as many items within the designated open hours posted.
Q: I live at ASCENT, but will be visiting the campus today for a class or I am visiting my classmate who lives at Parkwest, may I switch my pickup to Elaine’s since I am near the campus?
A: Absolutely! Yes! You can designate your pick up and or delivery site according to your location. Just don’t forget to change the location back once you return to your designated residence. We will not offer a refund if food is not picked up within 2 hours.
Q: Is it important for me to add my phone number and email address?
A: Yes, you will need to enter your phone number in case we need to contact you about your order. This will also allow the app to send you notifications that your order has been received, is in process, and ready for pick-up.
Q: Why are there different locations listed on the GET App?
A: Elaine’s is dedicated for users that are picking up orders while visiting the campus and for nearby residence students living at ParkWest
- Elaine’s is dedicated to nearby residence students living at ParkWest and anyone picking up orders while visiting the campus.
- ASCENT is dedicated as a delivery location for ASCENT apartment residence students.
- Owl Market is our dedicated online grocery store available to our meal plan residence students only to place essential grocery orders available for delivery to ASCENT and pickup at Elaine’s to our ParkWest residence. The OWL Market grocery deliveries and pickup times are each Friday between 5 pm-6 pm. Orders may be placed up to 6 days in advance. The market cut-off time is Wednesday at 12 pm prior to delivery.
Q: The location I have selected shows ‘Mobile Ordering Not Available’, what does that mean?
A: This message will appear if the location you are trying to order from has closed for the day.
Q: I noticed that Rose Hill’s Cafe is closed on the app, will I still be able to order from here?
A: Unfortunately, you cannot place orders. Rose Hill’s will be closed temporarily but will resume business at an undetermined date. We will update you when it does open.
Q: Does this app have a dining rewards points system?
A: There are no current Rewards points available through this app at this time.
Q: What are ‘add-ons’?
A: Add-ons provide the guest options to customize their orders. Example: type of cheese, bread, protein, or add-ons to your latte or smoothie. Some add-ons are free of charge while others there may be a charge.
Q: I placed my orders but my order with add-ons will not go through, why?
A: Add-ons have ‘optional’ and ‘required’ entries. Please make sure to scroll through the add-ons to ensure that all ‘required’ add-ons are selected based on your choice. Once your order is complete, the ‘Place Order’ button will be activated.
Q: I live off-campus at PARKWEST apartments, why can’t I choose to have my food delivered?
A: Due to the proximity of the location to campus and no feasible entrance for deliveries, students are required to walk across the street to access the pick-up area inside Elaine’s Dining Commons.
Q: I have been isolated in my room and cannot leave to pick-up my food, how will I receive my order?
A: Please, speak to your Residence Assistant about information about your food delivery. You will be given access from your RA to place your order directly online. Some restrictions may apply. Your RA will deliver your order to your room.
Q: When can I pick up my order?
A: The app will allow you to designate your pick-up time for your order during designated business hours. However, the app automatically informs the guests if their order falls within 30 minutes of when the location closes.
Q: Where do I pick-up my order if I live at ParkWest or when visiting the campus?
A: Food orders for the café will have clear signage on campus where ‘Mobile Order Pick-Up’ stations are located. ParkWest residence pick-up area is inside Elaine’s Dining Commons.
Q: Where do I pick-up my order if I live at ASCENT?
A: Orders will be delivered to the apartment commons area and placed on the kitchen counters. In most cases when food arrives later or earlier than your designated time, you will be notified via text by the driver.
Q: What are the ASCENT delivery hours?
A: Orders are delivered every hour then 30 minutes on the hour. i.e, breakfast: 9 am, 9:30 am & 10 am
Q: I live at ASCENT and my ticket delivery time says 9:15, but it didn’t arrive until 9:30. Why?
A: Orders are delivered every hour then 30 minutes on the hour. i.e, breakfast: 9 am, 9:30 am & 10 am If you selected a delivery time of 9:15 am it will automatically be delivered at 9:30 am. We currently only have one driver for deliveries and we had to implement delivery slots to help us keep up with the demand.
Q: What are the pickup hours for Elaine’s?
A: Monday-Friday, pick up hours begin at 8 am to 7 pm Weekend hours are 10:30 am until 7 pm Your order is ready at the designated time you chose. The last pick-up time is 7 pm
Q: What is Owl Market?
A: The Owl Market is an online store available to residence students to purchase grocery and essential items with their meal plan and owl dollars via the GET app. You will find items such as frozen dinners, laundry detergent, body lotion, ramen noodles, cereal, fresh meats, fresh fruits & vegetables, and more. We are always adding new items to our list. If you have any suggestions, please submit via our GET App form https://otiscollege.formstack.com/forms/getmobileapp_copy_1
Q: What are the Owl Market hours?
A: Students may place orders one week in advance beginning at 12 am on Friday through 5:00 pm Wednesday. We require at least a 48-hour pre-order. All deliveries will be available for pickup at Elaine’s or drop-off at ASCENT on the following Friday between 5 pm-6 pm.
Q: If I ordered hot food will it be delivered at the same time as my Owl Market order on Friday?
A: Yes, as long as you designate your hot food order on the same date, time as your Owl Market order.
Q: I would like to make a suggestion to add to the Owl Market, who would I contact?
A: You may complete the formstack link and tell us your suggestion. You will be contacted by the General Manager within 2 business days.
Q: The picture of the item shown on your website is not what I ordered.
A: The online store does not include an inventory format to update our office when an item is sold out. We try our best to fulfill your order. When this does happen, we will notify you as soon as possible via text and or phone call to suggest an item substitution or credit to your account.
Q: What is your refund policy?
A:
: In order to receive a refund or credit, you must contact the café manager via our GET App form within 24 hours of the order delivery/pick-up time. We will do our best to resolve the issue with either a same-day substitution or replace your missing item the next day. If we cannot resolve the issue with a substitution, then your account will be credited within 2 business days.
Q: I had an issue with my order, how long do I have to request a refund?
A: 24 hours. We will do our best to resolve the issue with either a same-day substitution or replace your missing item the next day. If we cannot resolve the issue with a substitution, then your account will be credited within 2 business days.
Q: What information do you need in order to receive a refund?
A: First we would like to know what was the issue and how we can resolve it. If we cannot resolve it with a replacement, then we will move forward with a credit/refund. We will need the check number, your name, order date, and the amount of the refund requested. All refund requests must be made within 24 hours of the order delivery/pick-up time. For refund inquiries, please submit a GET App form request.
Q: I overslept or my class ran late and I forgot to pick-up my order, how long do I have to pick-up my order before it is discarded?
A: We understand that life may get in the way of you picking up your order. We will do our best to keep your food safe for you. However, unpackaged food or food made fresh in our kitchen, whether hot or cold not picked up within 2 hours of delivery, will be discarded. We will attempt to send you a courtesy text notifying you to pick up your food and/or if it has been discarded. Any packaged or bottled items will be saved for you to pick-up at a later time. We will try to save your frozen orders, but it is not our responsibility to replace any melted frozen novelties.
Q: I overslept or my class ran late and I forgot to pick-up my order, can my roommate pick-up my order for me?
A: Yes. However, we are a contactless delivery/pick-up service. We are not responsible for any lost or mistaken orders picked up on your behalf.
Q: What are the hours of service for ASCENT?
A: Hours of operation may vary during holidays.
Breakfast: 9am-10am Monday-Friday
Brunch: 11:00 am-1:00 pm Saturday-Sunday
Lunch: 11:30 am-1:00 pm Monday-Friday
Dinner: 5 pm-6 pm Monday-Friday and 4pm-6pm Saturday & Sunday
Q: What are the hours of service for ParkWest?
A: Hours of operation may vary during holidays.
Breakfast: 8 am-10 am Monday-Friday
Brunch: 11:30 am -1 pm Saturday-Sunday
Lunch: 11:30 am -1 pm Monday-Friday | Grill 1 pm – 3 pm
Dinner: 5 pm – 6 pm Monday-Friday and 4 pm – 6 pm Saturday & Sunday
Q: I have additional questions not covered in this FAQ, who do I call?
A: Please call: Belinda McKinney | General Manager | 424.207-3742 or 310.351.0932. For more information or to submit a suggestion or comment, please complete a formstack request. Click the link here to submit.