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Frequently Asked Questions

About FoodRocket

What is FoodRocket?

FoodRocket is an online tool that turns recipes you find online (e.g., on Pinterest, blogs, recipe sites) into a shopping cart of groceries that you can buy and get delivered straight to your door. FoodRocket also lets you turn recipes into printable shopping lists—particularly useful to those outside our current delivery zone.

How do ingredient quantities work?

We don’t sell exact recipe ingredient quantities. We match recipe ingredients with the minimum size product that local grocers carry which meet your recipe’s ingredient requirement.

Do you serve my area? If not, when can I have groceries delivered in my area?

FoodRocket is first launching with delivery service in New York City, particularly the city’s Upper East Side (Zip: 10065). We will be expanding to multiple zip codes over the next several weeks.

If you’re outside of our delivery zone, you can still use FoodRocket to convert recipes into convenient shopping lists to take with you on your next trip to the grocery store.

What kind of food does FoodRocket sell?

We sell recipe ingredients along with other grocery/household items (e.g., diapers, detergent, toothpaste, etc.).

Where are my groceries coming from?

We purchase groceries on behalf of our customers from local grocers capable of home delivery and/or in-store pickup.

What about Produce?

We sell only the freshest possible perishable items sourced from local fulfillment centers. Worried you won’t be home in time for your delivery? FoodRocket customers can leave notes for specific preferences in the “Instructions” box during checkout (e.g., leave at front door or leave with neighbor).

How fast do you deliver? How long are your order delivery slots?

Groceries can be delivered as early as 24 hours after placing an order. We deliver seven days a week with varying delivery hours (please see chart below for details) in two-hour increments. Planning ahead for a party? You can even schedule a delivery time up to one week in advance!

How much does delivery cost?

Any applicable delivery fees charged by local grocers are passed onto our customers. We do not, however, charge any additional delivery fees of our own. The cost of delivery varies based on the fees that local fulfillment centers/grocers charge.

Is there a charge for delivery?

The cost of delivery varies and is wholly based on fees imposed by the local fulfillment centers/grocers.

Typical deliveries fees range from $0 to $7.99.

What is the minimum order?

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

How can I get a hold of FoodRocket?

You can reach us by phone at 1-888-FOODHLP, seven days a week from 8am–9pm.

FoodRocket accepts orders online 24 hours a day. Below is a chart of our delivery hours:

Day Delivery Hours Order Deadline
Monday through Thursday 6:30 AM to 11:30 PM 24hrs in advance
Friday 6:30 AM to 11:30 PM 24hrs in advance
Saturday 7:30 AM to 7 PM 24hrs in advance
Sunday 7:30 AM to 10 PM 24hrs in advance

Shopping

How do I place an order?

Orders are currently placed via the FoodRocket Pinterest Chrome Extension. The extension can convert recipes found at http://www.pinterest.com/foodrocket/get-cookin-recipes/ into buyable groceries.!

  • Shop for your favorite recipes and their fresh ingredients by browsing our Pinterest FoodRocket Boards and hitting the “Buy Ingredients” button.
  • A “pop up” overlay (iframe window) will appear on the Pinterest page. Use the drop down ingredient arrows appearing in the iframe window to seek out specific brands and/or categories.
  • When you find what you want, select a quantity for each ingredient and/or “select all”, then click the orange "Add to Cart" button to select desired recipe ingredient requirements.
  • Once you've found everything you want and need ($30 minimum), select the “Checkout button”.
  • Select your delivery address and a two-hour delivery timeslot as early as the next day.
  • Pay by credit card.
  • After you finish checkout and submit your order, we'll send you an e-mail confirming your order details.

How can I pay for my order?

We accept all major credit cards during checkout and full payment must be made prior to delivery. We do not accept cash—sorry!

Can I order by phone?

Yes! Orders can be placed over the phone, seven days a week, by calling FoodRocket Customer Service Number at 1-888-FOODHLP during normal business hours (8am–9pm).

Who is responsible for assembling my order?

Orders are assembled by local grocers/fulfillment centers that have been diligently handpicked by FoodRocket.

FoodRocket Features

“Ingredient Tracker”

Our Ingredient Tracker ensures that you don’t end up buying extra items that you don’t need. If you order five recipes that all require butter, FoodRocket populates your shopping cart with the appropriate amount of butter rather than adding it five separate times. You just add your recipes, and let us take care of the rest!

“Items you may already have”

FoodRocket deselects common cooking staples (Items you may already have) by default. Should you find that you need any of these staples, simply click the green switch ‘on’ next to each required ingredient to select it.

Special instructions – “Notes for your Order”

Do you need ripe avocados or firm tomatoes? Do you prefer that we leave your groceries with your doorman or neighbor? Please let us know of any special instructions and preferences in our Notes for your Order box found during checkout.

How can I find out more about FoodRocket?

Please visit FoodRocket.com and/or email us at recipes@foodrocket.com.

FoodRocket Delivery Areas

FoodRocket is first launching with delivery service in New York City, particularly the city’s Upper East Side (Zip: 10065). We will be expanding to multiple zip codes over the next several weeks.

We will soon deliver to many or most addresses in the following counties:

New York: Brooklyn, The Bronx, Manhattan, Nassau, Queens, Rockland, Staten Island, Suffolk, Westchester.

New Jersey: Bergen, Burlington, Camden, Essex, Gloucester, Hudson, Mercer, Middlesex, Monmouth, Morris, Passaic, Somerset, Union.

Connecticut: Fairfield.

Pennsylvania: Bucks, Chester, Delaware, Montgomery, Philadelphia.

Delaware: New Castle.

Inventory and Prices

Why are some prices estimated?

Every apple, every steak, every block of 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 FoodRocket may change to reflect current market conditions. When you complete checkout, your prices per pound are locked in. We guarantee that you'll always pay the true price for the actual weight of your products.

Estimated Prices

How much and when is my credit card charged?

If you are paying by credit card please note that your credit card is not charged until after delivery. When you place your order we request credit/debit card authorization for 125% of the estimated price of items priced by weight (e.g. a steak or an apple) and 100% of the price of fixed priced items (e.g. a box of cereal). On the day of delivery we assemble your order and weigh each item to determine your final price. Your card will be charged this final price after delivery.

About My Order

How do I check the status of my order?

FoodRocket sends customers order status updates from the time the transaction is processed up to the moment your order is on its way and subsequently delivered.

How do I make a change to my order?

Orders can be changed by simply emailing FoodRocket at recipes@foodrocket.com and/or calling customer service at 1-888-FOODHLP.

What is your cancellation policy?

You can change, reschedule or cancel an order at any time before the order cutoff deadline indicated on your order confirmation email.

To avoid being charged for an order you wish to cancel, it’s really important that we 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, plus 50% of the total amount of any beer items, excluding fees and tax.

If you miss the deadline, but for some reason still cannot accept your order, please call customer service at 1-888-FOODHLP.

How do I report a problem with my order?

Your satisfaction is our priority. If you experience and problems with your order, please email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

What if my chosen delivery time slot is no longer available?

FoodRocket will email and/or call you shortly after your order is processed if your chosen time slot is no longer available. If you're dissatisfied with the alternative time please let us know. We'll gladly refund your purchase amount.

Should I tip?

You are under no obligation to tip but have the option of providing a nominal tip if you feel that you've received exceptional service. Delivery personnel are not permitted to solicit tips under any circumstances.

What is the Fuel Surcharge?

In order to help offset the impact of dramatic rises in oil, fuel and utility prices FreshDirect has added a fuel surcharge.

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 email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

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 applies). If your order cannot be redelivered that day, there is a restocking fee of 100% of the cost of perishable items in the order plus 25% of the cost of packaged goods.

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 like — and be sure to ask their permission first.

Problem With My Order

What if there is problem with my order?

Your satisfaction is our priority. If you experience and problems with your order, please email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

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

Email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

What if I receive a product that I am dissatisfied with? Should I discard it, email or call?

Your satisfaction is our priority. If you're dissatisfied, we want to hear from you. Please contact us prior to discarding any item that you are not satisfied with and we'd be happy to credit you for it.

Email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

What happens if we don’t have a specific ingredient you ordered?

Certain ingredient(s)/item(s) sellout after your transaction has been processed. FoodRocket will contact you via email to let you know prior to delivery that the specific ingredient(s)/item(s) is unavailable. We will make our best efforts to provide a substitute item that meets your satisfaction.

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

While we will always work to fulfill your order exactly the way it's shown on our website, from time to time we experience an unexpected inventory shortage and may need to offer a substitute item of equal or greater value at no additional cost to you. If you're dissatisfied with the substitution please let us know. We'll gladly refund your purchase amount.

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

Email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

I made an error and would like to return a product — how do I do that?

We understand that mistakes occur. Not to worry — just contact us and on your next delivery, you can give the product(s) to our delivery team member. We'll gladly credit your account for the cost of the item.

What happens to my cart if I leave before placing my order?

We always 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?

Email us at recipes@foodrocket.com and/or call customer service at 1-888-FOODHLP.

When does FoodRocket deliver?

Groceries are delivered a minimum of 24 hours after you place your order, seven days a week, in two-hour delivery slots, so you won't have to wait around. You can schedule a delivery time up to a week in advance, or as late as 24 hours before. Listed below is our standard schedule - the time slots and order deadlines for your neighborhood may vary slightly.

Day Delivery Hours Order Deadline
Monday through Thursday 6:30 AM to 11:30 PM 24hrs in advance
Friday 6:30 AM to 11:30 PM 24hrs in advance
Saturday 7:30 AM to 7 PM 24hrs in advance
Sunday 7:30 AM to 10 PM 24hrs in advance

We are closed on Thanksgiving Day and Christmas Day. Other changes to our delivery schedule and to order deadlines will be posted on the FoodRocket site and/or Chrome extension.

How does delivery work?

When you check out, select a delivery time as soon as 24 hours later. A FoodRocket approved driver will bring the order to your door (please make sure he or she can get into the building).

FoodRocket will send users a “Status Update” email detailing when and which local grocer will be delivering their food.

Please note that in order to meet our delivery times for all of our customers, drivers can't wait for an inspection of the items delivered. If anything is wrong with your order, please contact FoodRocket Customer Service right away at 1-888-366-3457.

Bad weather or other unforeseeable traffic emergencies may force us to postpone or suspend chosen delivery dates and times. If there is a significant delay, a customer service representative will call or e-mail to update you on your delivery status.

What is the "Bottle Deposit" line on my invoice?

In accordance with New York State law, FoodRocket charges a bottle deposit on certain items. Your total deposit amount is displayed as a separate line item in your shopping cart and on your invoice.

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.

Security and Privacy

Is FoodRocket secure?

Yes. We take every precaution to protect your privacy and to prevent misuse of the private information you provide us. Please note that while we make reasonable efforts to safeguard your personal information once we receive it, no transmission of data over the Internet or any other public network can be guaranteed to be 100% secure.

Will my information be kept private?

When we ask you to enter private information, such as your credit card number, we encrypt it so that it can't be read by others. We use your information only to process orders, to provide an enhanced and personalized shopping experience and to inform you of special FoodRocket offers and promo codes. We will not release your personal information to any third party unless you have granted us explicit permission to do so.

Does FoodRocket use cookies?

Like many websites and web browser extensions, ours uses cookies to make your shopping experience faster. A cookie is a piece of data stored on your computer's hard drive that allows our FoodRocket enabling technologies to identify you. Cookies cannot be used to access sensitive account information. Please note that if you disable your browser from accepting cookies, certain features of the FoodRocket web browser extension may be disabled.

Website/Technical

I’ve spotted an error on the website. How should I tell you about it?

Please email us at recipes@foodrocket.com and note “Technical error” in the subject line.

Contact Us

You can reach us by email at recipes@foodrocket.com or by phone at 1-888-FOODHLP, seven days a week from 8am–9pm.