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Delivery & Order Issues and Questions

What are FreshDirect's home delivery fees?

Home Delivery Fees
Area Min. Order Delivery Fee
Manhattan $30 $5.99
Queens $30 $5.99
Brooklyn $30 $5.99
The Bronx $30 $5.99
Staten Island $30 $5.99
Nassau County $30 $6.99
Suffolk County (excluding the Hamptons) $30 $6.99
Westchester $30 $6.99
Rockland $30 $6.99
Fairfield $30 $6.99
Northern New Jersey $30 $6.99
Central New Jersey $30 $7.99
Southern New Jersey $30 $7.99
Greater Philadelphia Area $30 $7.99
Delaware $30 $7.99
Washington, D.C. $30 $7.99
Jersey Shore (summer only) $30 $9.99
Hamptons (summer only) $99 $15.99

What is the minimum order?

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

Does FreshDirect deliver to me? What are the days and hours of delivery?

Click here to view specific information about an address.

Does FreshDirect deliver to the Hamptons?

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.

Does FreshDirect deliver to the Jersey Shore?

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.

What is your policy for walk-up residences (buildings without elevators)?

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.

Can I pick up my order from your facility?

No. Unfortunately, we no longer offer pick-up. But don't be sad because we'll come to you! Click here to view specific information about an address.

Where is my order?

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 1-866-283-7374 for immediate assistance.

How can I change or cancel an order?

You can change, reschedule, or cancel an order at any time before the order cutoff deadline indicated on the email we send to confirm your order. You must complete the modification or cancellation process for your request to be accepted since the transition into producing orders begins precisely at the order cutoff deadline. Our order processing system is automated and manual accommodations cannot be made.

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 Customer Service at 1-212-796-8002.

Please note that if you make changes to an order, the price and availability of some items may change. To change or cancel an order, click here.

How can I view the status of my order?

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 1-866-283-7374 for immediate assistance.

What should I do if I didn't receive everything I ordered?

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 1-866-283-7374 so we can take care of you.

I won't be home during my delivery window; can you deliver my order earlier/later?

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 1-866-283-7374, option 1, to explore your options.

I won't be home to receive today's delivery, so I'd like to cancel it.

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 1-866-283-7374, 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.

What if I'm not home to receive my order?

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 1-866-283-7374, 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.

I need a delivery time that isn't available. Can anyone help?

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.

How do I return a product I ordered by mistake?

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.

What if I receive a product that I am dissatisfied with?

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.

Why did I receive an item (with a purple substitution sticker) that's different from what I ordered?

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.

What should I do with my bags?

You can keep your bags at no cost and reuse or recycle them. You can return your bags to one of our crew members on your next delivery and we'll recycle them for you, or you can do it yourself. You should always check your local recycling rules before putting anything out for collection.

How long will my order stay fresh in the delivery bags?

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

Why does a single bag have products from a variety of departments? I don't want my vegetables to come packaged with my meat.

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.

Can the delivery person wait while I unpack so I can return the bags?

No. Unfortunately, the delivery person has to move on to their next delivery, but we can pick the bags up when we deliver your next order.

Should I tip the delivery driver? Can you add a tip to my order total?

You are under no obligation to tip but have the option of providing a tip if you feel that you've received exceptional service. You can e-tip as you're checking out on both our website and iPhone app. FreshDirect personnel are not permitted to solicit tips under any circumstances. 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 actual delivery of your order as determined under our policies. Another option is to provide a cash tip at the time your order is delivered.

I did not receive an invoice with my delivery. How can I see if my order is complete and correct?

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.

What if my order contains beer or wine?

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.

Where can I redeem the deposit on bottles and cans?

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.

What is the Fuel Surcharge?

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 figure will be adjusted once a month should that average fall within a different band. Click here for a chart illustrating the current fuel surcharge fee schedule.