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Customer Support


Need help using the webstore or customizing your box...

Check our our step-by-step instructions here.


If you have other questions, please review the FAQs below or check-out our policies section.


Why can’t I make changes to my order?

If you try to place a web store order or change your subscription between Monday and Friday morning, you will get a message stating that the web store is closed.  Because we place orders for Wednesday delivery on Monday morning, we cannot change orders after the closing time of 9 PM on Sunday.  The web store will open back up again on Friday so that you can make changes to future deliveries.  


Do I need to leave out a cooler?

While we recommend that everyone leave out a cooler if you will not be home when we deliver, a cooler is only required for meat, dairy and eggs.  If you are unsure about the delivery time, you can always check with your community coordinator.  You will receive a reminder order the day before you delivery to let you know if you ordered anything that requires a cooler. Cooler bags and ice packs can be purchased on our webstore.  If you don't leave out a cooler with ice packs, we will (in most cases) leave cooler bag and ice pack for you.  The cooler bag is then yours to keep and your account will be charged $10 to cover the cost.


Remember, if you leave a cooler for your produce, please be sure to leave an ice pack too. Coolers can turn into ovens if they don't have an ice pack.  We also recommend that you clean out your cooler each week so that bacteria doesn't grow and contaminate the food.  Also, meat, dairy and eggs need to be in a separate cooler from produce so you may need to leave out two coolers.


Does the meat come fresh of frozen?

All meat is frozen and a cooler with ice pack is required if you are not home for delivery. Unfortunately only a butcher or grocery store can sell fresh meat. Even the farmers that we work with cannot sell their meat unless it is frozen.  That means that there are few or no sources of local and humanely raised meat that are not frozen. 


There are also very few places that small farmers can take their meat to be processed. That means that most farmers process their herd (or flock) just once per year and freeze the meat to sell throughout the year.  From a food safety perspective, frozen meat is good indefinitely, but from a taste perspective we don't recommend keeping meat frozen for more than a year.  While most farmers process their animals in the fall, some do it at different times of year.  Since it is hard to know when each farmer processes their meat, we recommend you plan to use any meat you purchase within a month.


Frozen meat may start to partially defrost even if kept in a cooler with ice packs.  Thawed or partially thawed food in the freezer may be safely refrozen if it still contains ice crystals or is at 40 °F or below.


Did I order two boxes?

If you do nothing you will receive your weekly box.  If you don't want any box that week you can skip.  If you want to customize or change your box, sign into the webstore and select your the box you want and your add-ons.  Once you place a custom order, it will replace your weekly box and you should receive an e-mail confirming your order. You will not get two boxes (unless you put two in your cart when you placed a custom order).  If you are unsure what order you placed, you can always go online and click the "my next order tab" to check.


What if I forget to skip my order by Sunday night or my plans change?

Any changes to your weekly order must be made by Sunday night at 9 pm. and you will be charged for your order that night.  Once that deadline has passed we are unable to make any changes to your order.  As our farmers plan their harvest based on the orders we give them on Monday morning, we cannot refund your payment if you decide to skip after Sunday.  If you forgot to skip and do not have a friend or family member who is able to take your box, we are happy to donate it for you.


How will weather affect my delivery?

When you sign up, you will be asked where you would like for your box to be left if you are not home to receive it.  This should be a cool, dry area, such as a covered porch.  We also give a delivery range and if you will not be home during that range or within a few hours afterwards, we suggest that you leave a cooler out for your produce on particularly hot days. Our team will happily transfer your items to the cooler.  Be sure to leave ice packs in the cooler...it becomes an “oven” in the heat if you don't, and this isn't good for fruits and vegetables.


What if I don't get the FreshFix e-mail each week?

If you are not receiving our emails please call and email us right away.  We will do our best to remedy the situation.  We suggest that you add our e-mail (support@freshfix.com) to your contacts so that your e-mail provider will not mark these e-mails as spam.   You do not need to receive the weekly FreshFix email to place your order.  Simply log into the web store anytime between Friday afternoon and Sunday at 9 pm to place your order or skip your delivery.


What happens if I have a problem with an item in my box?

We want you to be completely satisfied with all the food you receive from FreshFix.  While we are unable to offer refunds on items which you purchased, we are happy to give you a credit for any product that was rotten, spoiled or otherwise inedible.  Just login to your member account and select the orders/recipes tab.  Click on the order that you had an issue with and your order will pop-up.  At the top there is an option to select a credit for the item you had an issue with.


Please keep in mind that unlike foods which are shipped from across the country or across the world, which is harvested before it is ripe, our produce is harvested when it is ripe and ready to eat.  That’s part of what makes local produce taste so much better.  All of our farms are located within 100 miles of Buffalo in Western NY, and most fruits and vegetables will be harvested on Monday the week of your delivery.  Because our foods are harvested when they are ready to be eaten, we recommend eating most items within a few days of delivery.  Some produce items will have shorter or longer “shelf-life.”  We will try to let you know which items should be eaten right away and which ones will last a little longer.


What if I don't like something in my box?

We are happy to swap out an item that your family does not eat.  Simply go to our webstore and choose to customize your box on the second page.  Follow the step-by-step instructions here.


What is your policy on allergies?

Unfortunately, we are unable to use separate boxes for members with sensitivities.  You could choose to order a box that did not contain an item that you are allergic to, however, we couldn't guarantee that there wasn't residue in any box since they are recycled back to us each week from members.


How do I stop my deliveries?

Your membership is good for an entire year.  During that time you can get as many or as few deliveries as you like.  If you want to temporarily stop deliveries, just set your account to skip as many weeks as you would like.  That way you can start deliveries again when you are ready or when you see something you like on the menu.  If you want to cancel your membership so that you are no longer able to receive any deliveries, please e-mail support@freshfix.com.  Be sure to let us know why you want to cancel.  If there is something we did wrong, please let us know so we can fix it.

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