How do I place an order at FreshDirect?
- First, sign up to create an account.
- To find fresh food and groceries, simply browse our departments or use the search box to seek out specific brands or items.
- When you find what you want, select a quantity and any other options that are available for that item, then click the orange "Add to Cart" button.
- Once you've found everything you want and need, go to Checkout. Select your delivery address and a two-hour delivery timeslot as early as the next day.
- Pay by credit card or from your checking account — we won't charge you until the day of delivery after we've finished preparing your order. After you finish checkout and submit your order, we'll send you an e-mail confirming your order details.
- On your next visit, you can shop from your last order to reorder again quickly.
Can I order by phone?
Yes, we accept telephone orders during our normal customer service hours, listed on the Get Help page. Call 1-212-796-8002. A trained FreshDirect customer service representative will take your order and answer any questions you may have. The fee for telephone orders is $9.99.
What is cutoff time?
Cutoff time is the deadline time to submit new orders, modify, or cancel existing orders. You must complete the checkout or cancellation process for your request to be accepted since the transition into producing orders begins precisely at the order cutoff deadline.
What is the cutoff time for next day delivery?
Delivery timeslots and order deadlines for different neighborhoods may vary slightly, so please see Available Delivery Slots for order cutoff information in your neighborhood. If you have multiple delivery addresses, please select the one you are inquiring about from the dropdown menu. Above each timeslot offering is the "order by" day and time.
You can also enter an address to check the delivery times and related cutoffs on our Delivery TimeSlots page.
It's important to note that catering platters have additional cutoff restrictions. To learn more, read our "What is the cutoff time for catering?" FAQ.
What is the cutoff time for catering?
Please see the delivery table below for general guidelines, but it is always best to check the specific item page for cutoff details. Below each delivery day is the "order by" day and time.
Orders for catering items cancelled after catering cutoff will be subject to a 50% fee.
|Monday ||Tuesday ||Wednesday ||Thursday ||Friday ||Saturday ||Sunday ||Holidays |
|Order by 12 p.m. Sunday ||Order by 3 p.m. Monday ||Order by 3 p.m. Tuesday ||Order by 3 p.m. Wednesday ||Order by 3 p.m. Thursday ||Order by 12 p.m. Friday ||Order by 12 p.m. Saturday ||Order by 12 p.m. the day prior to delivery*|
*Please note: Some holiday items require a two day lead time.
What if I miss the cutoff time?
You must complete the checkout 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.
How do I reorder?
We've made reordering easy. We automatically store your past orders, details and all, so you can reorder in minutes. Just click on Reorder to shop from your top items, previous orders, and personal shopping lists — choose the items you want and add them to your cart in just one click.
Why are some prices estimated?
Every apple, every steak, every cheese varies a little in size and weight. While you shop, we show an estimated weight and price for everything priced by the pound. On the day of delivery, we assemble your order and weigh each item to determine its final price. Please note that until you complete checkout, the unit price of any product on the site and in your cart may change to reflect current market conditions. When you complete checkout, your price per pound is locked in. We guarantee that you'll always pay the true price for the actual weight of your products.
How can I view the status of my order?
To find out the status of your order, view your delivery time or to remember which items you ordered, visit Your Account.
What happens to my cart if I leave before placing my order?
If you have an account with us, we'll save everything in your cart. The next time you come back, you can pick up where you left off.
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.
Delivery timeslots and order deadlines for different neighborhoods may vary slightly, so please see Available Delivery Slots for order cutoff information in your neighborhood.
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 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.
Does FreshDirect make substitutions?
Our goal is to fulfill 100% of each customer's order, but occasionally market conditions beyond our control may cause an item to become unavailable. At times when we have an item that's very similar to the item you ordered, we may make a substitution. Any substitute item will be marked as such.
If you're not happy with the replacement, we hope you'll email us so we can make it right: firstname.lastname@example.org.
Can I return something if I'm not satisfied?
We take pride in the high quality of our fresh food and packaged goods. That's why we guarantee your satisfaction with every product, every time. If you are dissatisfied with any item in your order, please contact us right away — we'll either replace it with an acceptable item or refund 100% of the cost for that item. Contact our Customer Service Team using the Get Help page.
When are credits applied?
We will automatically apply any outstanding credits to your next order at the time of checkout.
How do I create a Shopping List?
Personalized Shopping Lists are a great way to plan ahead for the items you'll need in the future. Shopping Lists are created separate from your shopping cart and you have the ability to create more than one and give them all unique names. Simply find your favorite item and click on: "Save To List." You can save your item to an existing list or create a new one. This is one of our favorite ways to do party and event planning!
How do I purchase a gift card?
Want to give the gift of food? Simply go to Your Account and click on Gift Cards, where you'll be prompted to choose the occasion and customize your gift card. Once you customize you can choose to send the gift card to the recipient via email or download a PDF of the gift card to print.