FAQ

When is the delivery window?

We currently deliver between 1-7 PM. Enter your ZIP code on the Menu page to see your neighborhood's specific time window.

Where is my driver?

We’ll send you a GPS tracking link on the day of delivery. You’ll see the driver’s real-time location and ETA.

Can I cancel my order?

Yes! Most items can be cancelled before 4pm the day prior. You can do it from your Profile page. We'll issue a refund immediately. However, some makers close orders early, and their items cannot be cancelled after their order close time.

How much is your service fee?

$3.95 per delivery + a percentage depending on the maker but this never goes over 15%. And we don’t charge sales tax! (a whopping 9% savings).

If your address is more than 20 miles from SF, up on the mountains, or require a bridge toll, you'll also see a surcharge of $2-4 per delivery.

Wait, so some food arrives chilled?

Yes, if it's a ready-to-eat meal. We work with makers to create recipes that travel well and reheat beautifully. Your meals are freshly cooked in their kitchen and chilled to 38°F so they last 3-4 days in the fridge.

Most meals can be reheated with a microwave. For certain items, the maker will provide additional instructions, such as boiling or baking, to help you achieve the optimal texture and flavor at home.

What do I do with used boxes & ice bottles/packs?

Give them to our drivers so we can re-use them! To keep your food cold, we place ice bottles/packs in the box to absorb ambient heat. To help us re-use them, simply put clean ice bottle/pack and insulation bags in a Neon box then leave them outside your door or lobby on your next delivery day. Our driver will pick them up and bring them back to our facility.

We have procedures in place to ensure the re-use does not spread COVID-19 pathogens.

How do I add more items to an existing order?

To add items to an existing order, you can simply place a new order. Our system will automatically combine them into one delivery behind-the-scenes. Any applicable fees are equivalent whether they are put in the same order or not.

When is the order cutoff time?

5pm the day prior to your delivery day.

Some makers close their orders a few days early so it's best to plan ahead and order as early as you can.

I can’t be home during my delivery window, what do I do?

Please email us instructions on where to leave your order. We can also deliver it to a different person and address, provided it’s in the same ZIP code.