FAQs

You can place orders to all of the areas we serve for next-day delivery or up to a week in advance.
Many areas that we serve are eligible for same-day delivery. You can order in the morning for delivery in the evening.
Select zones in Manhattan, Brooklyn, and some areas of Queens are eligible for express delivery. You can shop from a select assortment of products and get them delivered on-demand.

To see the delivery options available in your area, click here.

The minimum order total is $30, not including tax and the delivery fee.

Click here to view specific information about an address.

Express delivery is the fastest way to get the freshest groceries. You can shop from a select assortment of products and get them delivered on-demand within a one-hour window. It's as little as 60 minutes from the time you place your order to when it arrives at your door.

Express delivery is our fastest option: you can shop from a select assortment of products for on-demand delivery. They'll be delivered in as little as 60 minutes from the time you order within a one-hour timeslot window. Same-day service allows you to shop FreshDirect's full assortment of products in the morning for delivery the same evening, within a two-hour window.

Right now, we're delivering to Manhattan, Brooklyn and some areas of Queens. If it's available to you, you will see an express delivery toggle at the top of the FreshDirect website when you're logged in.

We are always looking to reduce our environmental impact while making sure your items can be delivered quickly and in perfect condition. We have different packaging options that make that possible based on the size of your order and the speed of delivery.

We make home deliveries to the Hamptons all summer long. Simply click the "Add New Address" button when checking out to add a Hamptons address to your account. For more info, click here.

We make home deliveries to the Jersey Shore all summer long. Simply click the "Add New Address" button when checking out to add a Jersey Shore address to your account. For more info, click here.

In the interest of the safety of our delivery personnel, we do not deliver to walk-ups (buildings without an elevator) above the fifth floor, we do not deliver more than 3 cases of beverages above the 4th floor and in the event of a broken elevator, we will not deliver above the fifth floor.

Our technology cannot enforce these limits when you place an order, so we ask all our customers to abide by these service limitations, as we may limit deliveries when orders exceed these requirements. Again, this rule exists only to protect the health of our delivery staff, and we appreciate your understanding and cooperation.

FreshDirect offers a new contactless service that allows you to pick up your order from the comfort of your car. Find more information about the locations and how it works click here.

FreshDirect orders are designed to arrive within the timeslot you select. If unforeseen events will cause your order to be late, we will call you. On the day of delivery, feel free to call us at 866-283-7374 for immediate assistance.

You can reschedule or cancel an order at any time before the order cutoff deadline indicated on the email we send to confirm your order. Delivery timeslots and order deadlines for different neighborhoods may vary slightly. To avoid being charged for an order you wish to cancel, we must receive your cancellation before the deadline. For orders cancelled after the deadline, there is a restocking fee of 100% of the cost of perishable items in the order plus 25% of the cost of packaged goods, excluding fees and tax. If you miss the deadline, but for some reason still cannot accept your order, please call FreshDirect Customer Service at 212-796-8002.

To modify an order before the cutoff deadline noted in your order confirmation email, head to Your Orders under your account and click on the modify button. Many of our customers find this handy when they forget or run out of something. You can also start and place an order to secure a timeslot, then use the modify feature to add to your cart throughout the week. Please note you must complete and save your changes for us to process them.

To view your delivery details or to see which items you ordered, visit Your Orders. FreshDirect orders are designed to arrive within the timeslot you select. If unforeseen events will cause your order to be late, we will call you. On the day of delivery, feel free to call us at 866-283-7374 for immediate assistance.

Please use our Customer Assistance form to let us know about any issues so that we can make it right. If you need the item delivered, just give us a call at 866-283-7374 so we can take care of you.

We are very sorry, but we cannot make changes to delivery timeslots on the day of delivery. We realize, however, that unplanned events occur and ask that you call our Customer Service team at 866-283-7374, option 1, to explore your options.

Since your order was produced in the overnight hours, your items have already been prepared for you. If you do not accept delivery today, we will have to donate or dispose of the perishable items and restock the boxed and canned grocery items. This will result in a restocking fee of 100% of the cost of perishable items in the order plus 25% of the cost of packaged goods, excluding fees and tax.

Also, for freshness reasons we do not hold orders to be delivered another day. If you call us at 866-283-7374, option 1, we will do our best to try to arrange alternate delivery. If your building has a doorman, you may authorize him to receive orders on your behalf. After your second order, we recommend selecting a neighbor to receive your order in case you're not at home when we arrive. The only catch is that they are responsible for keeping your perishable items cold and your frozen items frozen until you pick them up, so choose a neighbor you know and trust—and be sure to ask their permission first.

If you live in selected suburban areas, you may opt for Unattended Delivery. If you authorize Unattended Delivery, FreshDirect will leave your delivery at your preferred location at your home if you need to run out during your delivery timeslot. View Delivery Addresses in Your Account to see if your area is eligible for Unattended Delivery.

If you think that you may not be home in time to receive your scheduled delivery, or if you miss your delivery, please call FreshDirect Customer Service at 866-283-7374, option 5.

When you're not home during your selected timeslot, we will do our best to redeliver your order later the same day (a $4.99 redelivery fee may apply). Since your order was produced in the overnight hours, your items have already been prepared for you. If you do not accept delivery that day, we will have to donate or dispose of the perishable items and restock the boxed and canned grocery items. This will result in a restocking fee of 100% of the cost of perishable items in the order plus 25% of the cost of packaged goods, excluding fees and tax.

We'll always try to deliver your order directly to you. If your building has a doorman, you may authorize him to receive orders on your behalf. After your second order, we recommend selecting a neighbor to receive your order in case you're not at home when we arrive. The only catch is that they are responsible for keeping your perishable items cold and your frozen items frozen until you pick them up, so choose a neighbor you know and trust—and be sure to ask their permission first.

If you live in selected suburban areas, you may opt for Unattended Delivery. If you authorize Unattended Delivery, FreshDirect will leave your delivery at your preferred location at your home if you need to run out during your delivery timeslot. View Delivery Addresses in Your Account to see if your area is eligible for Unattended Delivery.

We offer as many timeslots as possible, while still being able to deliver on time to every customer. Our customer service agents have access to the same availability customers see on our website. Please note that 3 hours before each cutoff time for placing orders, unused reservations become available for any customer to use. So feel free to check back at those key times to see if additional timeslots become available in your area.

Please use our Customer Assistance form to let us know. Then, on your next delivery, you can give the product(s) to our delivery team member and we'll gladly credit your account for the cost of the item.

Please use our Customer Assistance form to let us know about any issues so we can take care of you. Please contact us before discarding any item that you are not satisfied with as we may pick it up as part of our quality assurance program to help improve future deliveries.

We do our best to fulfill your order exactly the way you placed it. If we ever experience an unexpected inventory shortage, we may offer a substitute of equal or greater value at no additional cost to you. If you're dissatisfied with the substitution, please use our Customer Assistance form to let us know so that we can make it right.

Yes. You can keep your bags at no cost and reuse or discard them. You can also donate them to one of our partner organizations. For more information, and to see a list of our partners, click here.

Every bag sits inside its own protective container, which will keep it protected throughout the entire delivery process.

Refrigerated perishables will stay fresh in the delivery bags up to two hours after delivery. Frozen items should be placed in the freezer immediately.

With every order we pack, we're mindful of protecting your food while being less impactful on the planet. By combining products from a variety of departments in a single bag, we can be more environmentally friendly. You'll note that we're also alert to matters of food safety; items such as meat and vegetables are carefully packaged to prevent cross-contamination.

The full amount of the tip, less the processing fee charged by the credit card processor, will be paid to the delivery personnel who participated in the delivery of your order as determined under our policies. Another option is to provide a cash tip at the time your order is delivered.

You are under no obligation to tip. FreshDirect personnel are not permitted to solicit tips under any circumstances.

As part of our commitment to reducing waste, we've made the choice to no longer include paper invoices with deliveries. You can easily view and print your orders by going to Your Account and clicking on Order History.

If your order contains alcoholic beverages, the person who receives your delivery must have identification proving that they are over the age of 21, and they will be asked for their signature.

If no one over the age of 21 can sign for delivery, the driver will remove alcoholic beverages from the order and you will be charged a 50% restocking fee. FreshDirect does not deliver alcohol outside NY state.

If you wish to recover the deposit, empty bottles and cans may be redeemed at any redemption center, or you may bring them to the main entrance security desk of our facility at 2 St. Ann's Avenue, Bronx, NY. FreshDirect can only redeem the deposit for the bottles and cans of products that we sell. Please note: our delivery personnel cannot accept bottles and cans for redemption.

The fuel surcharge is tied to the cost of the diesel fuel that our vehicles use to make deliveries. It is based on the four-week average East Coast diesel price published by the U.S. Department of Energy. In general, this charge will not be adjusted less than weekly should that average fall within a different band. Click here for a chart illustrating the current fuel surcharge fee schedule.