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 are simply not set up logistically to make these types of changes after the order cutoff time. We realize, however, that unplanned events occur and ask that you call our Customer Service team at 212-796-8002 in the New York area and 215-825-5726 in Philadelphia to inquire about accommodating your request.
I won't be home to accept today's delivery. Can I 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 dispose of the perishable items and restock the boxed and canned grocery items. Please note that we reserve the right to charge you for restocking fees for returned orders. Also, for freshness reasons we do not hold orders to be delivered another day. If you call us, we will do our best to try to arrange alternate delivery.
Where is my order?
FreshDirect orders are designed to arrive within the timeslot you select. If there are unforeseen events that cause your order to be late, you will receive a call from our Customer Service team. If you'd like a status update for your order, feel free to contact us at any time.
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.
Why are there so many boxes in my order?
FreshDirect was designed to be the perfect environment for food, and we separate different types of food into 12 different climate zones to ensure the quality of our products.
Our design for handling food results in three separate assembly processes which create separate boxes for Meat, Seafood and Produce items; Dairy, Deli, Cheese, Coffee and Loose Tea items packed together; and Grocery and select non-refrigerated Produce (like bananas and tomatoes) packed together.
The number of items in a box has a direct relationship to the number of items ordered from a given department. Sometimes, boxes may be packed with only a few items depending on what you have ordered. We apologize for any inconvenience this may cause and encourage you to recycle your boxes. Unfortunately, FreshDirect cannot currently take reused boxes.
What happens 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.
Can I pick up my order from your facility?
Yes, anyone in the FreshDirect area (including existing home delivery customers) can place an order online for pickup at our facility, which is located at 23-30 Borden Avenue, Long Island City, NY 11101 just outside the Midtown Tunnel in Long Island City, Queens. For details, see our Delivery & Pickup Info.