Frequently Asked Questions
Ordering & Deadlines
When is the deadline to place an order for delivery?
- Order deadlines vary by site. Currently, this service is only available to residents of specific pilot locations. To check if your site is included in this pilot and view order deadline details, please go to the Pilot Sites page under "Shop Online".
Can I edit or cancel my order after submitting it?
- Changes to your order may be requested by calling 585-413-4057 to speak with the Curbside Market Operations Coordinator prior to your location's order deadline. Once this deadline has passed, changes will not be accepted. If you would like to cancel call no later than 9 am on the morning of your delivery.
What happens if I miss the ordering deadline?
- Unfortunately, we are not able to honor orders placed after the order deadline for the current week. However, at checkout you can schedule your order to be delivered at a future date based on the options available for your location. You can view your site’s delivery schedule here.
Can I pre-schedule orders for future delivery dates?
- Yes! At checkout, select your delivery location to view the available dates for delivery. If you are placing an order within the current week’s order deadline, the calendar will default to the current week. Click to select another date.
Delivery Schedule
What days and times are deliveries available in my area?
- This varies by location. Orders are delivered on Wednesdays and Thursdays no later than 3:00 PM. Please visit our Pilot Sites page for more information.
How will I be notified about my delivery?
- If you shared an email address or mobile phone number at checkout, you will receive an automated message prior to delivery. Once your order has been delivered, you will receive a delivery confirmation notice.
What happens if my delivery is delayed or cancelled?
- In the unlikely event that your order is cancelled, you will be notified immediately and a full refund will be sent to your original payment method. If your order delivery is delayed, you will receive a notification via email/phone call with updated delivery details.
What should I do if my delivery is missing items?
- If you are missing items, please contact us at your earliest convenience. We will do our best to have those missing items in your next delivery. Please contact our office at 585-880-3369. An available staff member will assist you.
What should I do if I miss my order pick-up window?
- Unfortunately, Foodlink is not responsible for orders after delivery. We advise you to contact the site staff or designated volunteer for more information regarding order pick-up.
Support & Account
Do I have to create an account to shop?
- No, you do not need to create an account in order to shop. However, you may find it useful to create an account if you frequently order from us. Doing so will store information for pending deliveries, as well as your order history.
Who can I contact if I have questions or need help with my order?
- You can reach our customer service support line by calling 585-471-7341 or texting 855-979-8060. Customer service is available Monday – Friday, 8 am – 5 pm (excluding major holidays).
For Curbside Market Truck Shoppers
Are the same groceries available at the Curbside Market also available online?
- Due to food safety guidelines, throughout this pilot we will not be able to offer the same products at our online store. Products available will only include fruits, vegetables, and shelf-stable items (rice, pasta, etc).
Are the prices different from what I pay at the Curbside Market?
- Great news! Whether you shop at one of our Curbside Market stops or shop online, our prices will always remain the same. We do not charge a delivery fee for online orders.
Can I use my Double Up Food Bucks online?
- If you have shopped with your SNAP benefits at the Curbside Market before, you’ve likely signed up for Double Up Food Bucks, our customer loyalty program for SNAP recipients. Please note that you cannot redeem or accrue Double Up Food Bucks credits online. If you are paying with EBT SNAP, all fresh fruits and vegetables purchased will be discounted by 50% at the time of checkout. Pantry items, including canned and dried beans, are not eligible for this discount.
Can I earn Fresh Rewards credits online?
Fresh Rewards is a new loyalty program available to Curbside Market truck shoppers only. Online purchases do not qualify for Fresh Rewards credits. For more information about Fresh Rewards, go to our "About Us" page.
Besides online checkout, are there other ways to place an order?
- At this time, the only way to place an order is through our website. If you are unfamiliar with how to use our website, please go to How This Works to view a step-by-step guide.
Can I pick up my order at Foodlink instead of a home delivery?
- Foodlink is not a designated order pickup location for this pilot. However, if you would like to edit your order or cancel your delivery for any reason, please notify us as soon as possible, no later than the morning of your delivery. All deliveries are coordinated with on-site staff at your location with order security and food safety in mind. If you have any concerns or issues with missing orders, please notify us immediately using the Contact Us form or calling our office immediately.
Will I still get reminders about ordering deadlines like I do with the market schedule?
- If you would like to receive weekly reminders to order online, subscribe to Curbside Connect, our customer service text line, by texting keyword FOODLINK to 855-979-8060. In order to receive texts, you must provide a valid, US-based mobile phone number. To view our privacy policy, please visit https://foodlinkny.org/program/curbside-market/.
Where can I find recipes or nutrition tips to go along with groceries I purchase?
- At checkout, you can select to add a recipe to your purchase. You can also get access to recipes and nutrition tips by subscribing to our text messaging service (text keyword FOODLINK to 855-979-8060) or the Curbside Market newsletter.
Payment & Fees
What payment methods do you accept?
- Currently, we are only able to accept credit/debit and EBT SNAP online. If you would like to use another form of payment, including cash, eWIC, or paper vouchers, please visit one of our in-person shopping locations by viewing our weekly schedule at here.
Can I shop with my EBT SNAP card?
- Yes, we accept EBT SNAP online! Any fruits and vegetables purchased online with your EBT SNAP card will receive an automatic 50% discount. Important: Before checking out, click "Pay with EBT" to enable EBT-pricing. This button is located in the top right corner on a desktop computer. If you are using a mobile device, this button is located at the bottom of your shopping cart.
Do you accept EBT Cash?
- Unfortunately, we are not able to accept EBT Cash online. However, you can use EBT Cash at our trucks. To view our weekly schedule, click here.
Can I shop with my WIC benefit card?
- Unfortunately, we are not able to accept WIC payments online at this time. However, you can use your WIC benefits at the Curbside Market, our in-person shopping option, at any of our 50+ locations.
Do you offer discounts or promotions?
- If you receive SNAP benefits, with every online purchase you will receive a 50% discount on all fresh fruits and vegetables in your order. At select times throughout the year, promotions may be available to all customers. However, any discounts or promotions offered at the Curbside Market truck do not apply to online orders.
Can I split my payment?
If you are paying with EBT SNAP, you are able to use a second form of payment (credit or debit card) to complete your purchase. However, if you are paying with a credit/debit card only, we are unable to split payment.
Products & Availability
Are all items in stock guaranteed?
- We do our absolute best to ensure that all listed items are in stock—but occasionally, unexpected shipment delays, supplier price changes, or the natural unpredictability of fresh produce can affect availability. In the event that an item you ordered is unavailable, you will be notified and a refund issued to you.
What happens if an item I ordered is unavailable?
- Prior to delivery, you will be notified if any items are unavailable or out of stock. A refund will be sent to your original payment method.
Can I request substitutions?
- Unfortunately, substitutions are not available for any products after purchase. If there is a problem with your order, please contact our office within two business days of your order delivery date. Product replacements or refunds may be granted at our discretion.
Packaging & Returns
How are orders packed?
- Orders are packed one day prior to delivery. All orders are quality-checked for freshness and order accuracy prior to being sealed in a heavy-duty paper bag or box. Fragile or heavy items, like tomatoes or melons, will be placed in separate bags to reduce the risk of damage during shipment.
Can I return or exchange items if there’s a problem?
- If there is a problem with your order, please contact the Curbside Market Operations Coordinator at 585-413-4057. Please be prepared to provide your order number and date of pickup. We are unable to accept returns, but product replacements or refunds may be granted at our discretion.
Do you have more questions?
If you didn't find all the details you need above, please reach out to our team for help.