Frequently Asked Questions
Answers to the questions we get asked most. Still stuck? Our team is one message away.
Orders
How do I place an order?
Add items to your basket and check out. You can order as a guest or create an account to keep your history and reorder in one tap.
Can I change or cancel an order?
Yes, any time before it is dispatched. Contact us with your order number and we will amend or cancel it and refund in full.
An item was unavailable when you picked my order — what happens?
We remove it and refund that item. You are only charged for what we actually send.
Do you have a minimum order?
No minimum. Delivery is free over $49, and pickup is free on every order.
Shipping & delivery
How fast is delivery?
As fast as one hour in covered areas. You choose a window at checkout.
How much is delivery?
Free over $49. Below that a small fee is shown at checkout before you pay.
Do you deliver outside the United States?
Not at present. We deliver within the US only.
What if nobody is home?
We leave the order at the safe place you nominate at checkout, unless it contains age-restricted items which need a person to sign.
Tracking
Where is my order?
Check Track Your Order, or sign in to see live status in your account.
I have a tracking number but no updates
Carriers can take a few hours to scan a parcel after collection. If nothing changes for 24 hours, contact us.
My order says delivered but it is not here
Check your safe place and with neighbours, then tell us within 48 hours and we will investigate and resend or refund.
Payments & billing
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
When am I charged?
We authorise at checkout and capture when your order is dispatched.
Why do I see two charges?
Usually one real charge plus a pending authorisation that has not dropped off yet. Give it 3–5 business days. See Billing & Payments.
Is sales tax included?
Tax is calculated at checkout from your delivery address and shown before you pay.
Returns & refunds
What is your returns window?
30 days on most items. Fresh, chilled and frozen goods are handled separately — see the Return & Refund Policy.
How long does a refund take?
We process within 2 business days of approval; your bank then takes 3–10 business days to post it.
Do I have to send spoiled food back?
No. Report it with a photo and we refund or replace without a return.
Damaged & defective items
An item arrived damaged
Report it within 48 hours using the Product Issues Form with a photo, and we will refund or replace.
My chilled items arrived warm
Do not eat them. Report it the same way and we will refund or replace immediately.
A non-food item does not work
Tell us within 30 days and we will arrange a replacement or refund; manufacturer warranties may apply beyond that.
Account & availability
Do I need an account?
No, you can check out as a guest. An account keeps your order history, addresses and favourites.
How do I reset my password?
Choose Forgot password on the sign-in page and follow the emailed link.
How do I change my address or details?
Sign in and open your account settings.
When will an out-of-stock item return?
Stock updates continuously. Save it to your favourites with the heart icon and check back.