Frequently Asked Questions
For Customers
How can I sign up to Tomato.mx?
To sign up to Tomato.mx is quick and easy. We know that you don’t want to waste time here, but to get your delivery ASAP.
Just visit the Register page (https://tomato.mx/register) and submit the most necessary information (name, email, phone) and press ‘Register’. You’re ready to order!
What is Tomato.mx?
Tomato.mx is a technology company providing on-demand delivery service for food and other products by facilitating order placements and organising necessary logistics. All you have to do is login, choose your favourite items and place the order. The rest is taken care by us! Within a short amount of time our rider will arrive with your purchase.
How can I add my address to Tomato.mx?
On the Checkout page or through the address menu you are able to add delivery addresses by using your device’s GPS or selecting manually on the map by marking it with a pin.
I can not record my location.
We’re sorry, to hear about that. Please, make sure the usage of Location services is enabled on your device for the application through which you access our service.
If you need assistance with this issue, we recommend contacting our Customer Support.
What fees do I pay?
If otherwise is stated, Tomato.mx charges 30 MXN + IVA for the delivery if the delivery distance is under 4km (2.5 miles). Over this limit an additional 10 MXN price is applied for each kilometre.
On the other hand, it is worth to note there are many free delivery options available on the platform to make our service more accessible. In these cases, we do not charge delivery fee under 4 kilometres, but only apply additional surcharges for extra distances over 4 kilometres.
How do I specify instructions for my order?
Product instructions
You can specify additional instructions for the products when you put them into the basked.
Rider instructions
Instructions for the rider can be added as an Instruction to the delivery address or through the checkout page.
How can I order on Tomato.mx?
Just select the desired products. After registering to the platform and having your basket ready you can proceed to checkout.
How can I pay for my order?
You can pay with cash or using your credit/debit card. On the Checkout page you can select the desired payment method and pay with your card through the website, however, please be aware of that it is not possible to change the payment method once the order was placed.
Once your order is placed it is not possible to change your payment method. Card payment are facilitated through the website. Our colleagues cannot charge your card when the order is delivered.
My card payment was rejected.
We are very sorry about that. Tomato.mx works with external providers to process your payment and factors outside of our controls can influence if you card is accepted. In case of multiple failures, we recommend trying out the other provider or use Cash payment. Please, allow us to apologise for the inconvenience!
Is Tomato.mx available in my city?
TOMATO.mx operates exclusively in and around Tulum, Mexico. Either you are on the beach or at your home it doesn't matter, we can get your favourite items to you. Just be around and ready to receive your order!
What does a restaurant rating mean?
When you see a restaurant rating there are two numbers: a percentage and a rating count. The percentage means the percentage of positive ratings submitted for the restaurant. The rating count indicates the number of feedbacks submitted by our customers.
I cannot place my order.
We are sorry, about the issue. It might happen due to the following reasons:
- Something went wrong. Please, contact our customer service in this case.
- We took a short break from accepting orders due to weather conditions or that we got busy. If there is any external/internal factor blocking us from taking your order, we always inform you in the website’s header.
If you need assistance with this issue, we recommend contacting our Customer Support.
Can I order from different restaurants at the same time?
You cannot order from multiple restaurants in a single order. However, you can place multiple orders from one or more restaurants at the same time. Applicable fees and taxes will be charged for each order you place.
Does my order come with napkins or utensils?
While many restaurants will include napkins, flatware or plasticware with their deliveries, some do not. If you require any of these items, please put it as a request on the Checkout page. If you do not, please help us to reduce waste and keep the beauty of Tulum!