Shipping Policy

This Shipping Policy describes how GroFresh delivers orders from local stores to customers in supported service areas. It works together with our Terms & Conditions and Refund Policy.

Service area

GroFresh currently enables delivery only in cities and neighborhoods where partner stores and riders are available. If Your address is outside a serviceable area, You will not be able to complete checkout for that location. Service areas may expand or change over time.

Delivery model

• Orders are prepared by the local Vendor You selected (or that serves Your area)
• Delivery is fulfilled by GroFresh-assigned riders or delivery partners
• GroFresh is a hyperlocal marketplace — we do not offer multi-day courier shipping of inventory from a central warehouse unless expressly stated for a specific product

Delivery times

Estimated delivery times shown in the app are indicative and depend on:

• Store preparation time and order volume
• Rider availability and distance from store to You
• Traffic, weather, and local restrictions
• Accuracy of Your pin location and delivery instructions

We strive for timely delivery of everyday essentials, but We do not guarantee a fixed minute promise for every order. You can track active orders in the GroFresh app where tracking is available.

Delivery fees

Delivery fees (if any), small-order charges, packing fees, and taxes are shown at checkout before You pay. Fees may vary by distance, time of day, order value, and promotions. Surge or peak fees may apply during high demand.

Delivery address and contact

• Provide a complete, accurate address and an active phone number
• Be available to receive the order or instruct a safe handover (where allowed)
• If the rider cannot reach You after reasonable attempts, the order may be cancelled or returned and refund eligibility may be limited

Failed or delayed delivery

If delivery fails due to platform or rider issues (not customer unavailability or wrong address), You may request a redelivery or refund under the Refund Policy. Delays caused by weather, strikes, force majeure, or circumstances beyond Our reasonable control are not treated as failed deliveries solely because of late arrival.

Order modifications

After an order is placed, item changes may not be possible. Contact support promptly if You need help; once preparation has started, options may be limited to cancellation rules in the Refund Policy.

Perishable goods

Many GroFresh orders include fresh and perishable items. Please inspect deliveries on receipt and report quality issues quickly (ideally within 24 hours) with photos so We can resolve them with the Vendor.

Vendors and packing

Vendors are responsible for packing orders appropriately for local delivery. If packing is inadequate and items arrive damaged, raise a request under the Refund Policy so We can investigate.

Changes

We may update this Shipping Policy from time to time. The "Last updated" date at the top of this page will reflect the latest version. Continued use of the Service after updates constitutes acceptance of the revised policy.