Do you issue product refunds?
Absolutely! If you are not happy with an item you receive, we will credit your Philly Foodworks account for the amount of the item. Quality is our top priority!

Do I have to have a subscription?
Nope! You can add individual items to your order each week. The only requirements are that you meet the order minimum ($28) for each delivery and place your order before your shopping cut-off time. The market opens on Friday at 9am and closes 8am the day before your delivery.

What are the benefits of a recurring subscription?
Recurring subscriptions are great for two reasons:
  1. They take the effort out of grocery shopping. Just sign up for one or more of our food subscriptions (including small and large produce boxes and single-category options like meat, milk, eggs, coffee, bread, and way more), then sit back and let us do the shopping for you every week.
  2. In our produce subscription boxes, we offer a healthy balance of familiar and adventurous fruits and vegetables, as well as items that can be prepared in a variety of ways. Each week, we’ll automatically add the subscription items to your cart, and when you log in to your account, you can decide what to keep and what to delete from your order. Who knows? Maybe you’ll be inspired to try something new. (Like, for instance, the much underrated celeriac: Did you know it’s out-of-this-world delicious in chicken noodle soup?)

So how do market hours work? When do I place orders?
Glad you asked! Our market officially opens on Fridays at 9:00am. By that time each week, our market inventory has been updated based on incoming deliveries from our network of local farmers and other food producers. If you have a recurring subscription, this is when you can log in to your account and check out what will be delivered the following week. If you would like to make ANY changes to your basket (including cancelling your order), it must be done by the time your market shopping window closes. Shopping cut-off times are as follows:
  • Tuesday delivery — order must be finalized by 8am Monday
  • Wednesday delivery — order must be finalized by 8am Tuesday
  • Thursday delivery — order must be finalized by 8am Wednesday

Are there any membership fees, order minimums, or other small print?
There are no fees to create a Philly Foodworks membership. If you opt for home delivery, there is a $5 delivery fee on all deliveries within Philadelphia and its suburbs. If you live in the city or in an immediate suburb, we offer free delivery for orders of $75 or more. If you live in a greater suburb, we offer free delivery on orders of $125 or more. There is a $28 order minimum. Any orders that do not reach the order minimum by the designated shopping cut-off time will not be processed.

How does delivery work?
You can choose to pick up your orders at a local site or have them delivered directly to your home. We deliver on Tuesdays, Wednesdays, and Thursdays. Based on your address or your community pick-up site, you will be assigned a delivery day. At this time, we only deliver to each pick-up site and each neighborhood once a week on the designated delivery day.
  • If you choose community pickup, your delivery is free!
  • If you choose home delivery and you live in the city or immediate suburbs, orders of $75 or more ship for free! Otherwise, we charge a $5 delivery fee.
  • If you choose home delivery and you live in the greater suburbs, orders of $125 or more ship for free! Otherwise, we charge a $5 delivery fee.
You can see what your delivery fee will be by going to My Account, then selecting Upcoming Deliveries. If you have specific delivery instructions for your address (i.e., if any landmarks are helpful, a building code if you have one, where you'd like the share left, if you'd like a text upon arrival, etc.), you can let us know in the Delivery Driver Instructions section (Select My Account, then Preferences). For more information about our community pick-up sites and home delivery zones, click here.

Do you have any type of frequent shopper rewards program?

Our Roots Rewards membership program includes free home delivery, a lower order minimum, frequent shopper coupons, and more. Click here for more details.

You will receive sporadic emails offering product and home delivery discounts, so make sure to open our emails when you get them!

Is your food organic?
All of the foods we sell are grown using organic methods, which means no hormones, antibiotics, or GMOs and very little, if any, pesticides. Some of our producers are certified organic, but others are not. We’ve made a commitment first and foremost to farmers in the Mid-Atlantic, and we choose producers based on our own calibration of standards. The official organic certification is too costly for many small farmers, even though they abide by organic practices.

Before we add new farmers to our network, we discuss their growing practices and make sure that they follow practices in line with certifications such as G.A.P. (Good Agricultural Practices) and Naturally Certified Organic (USDA Organic Certification alternative).

All of the fruit we sell is grown using IPM (Integrated Pest Management) practices. Farmers who use this method of pest management rely primarily on predatory pests to eliminate pests that are harming the crops, and they use minimal amounts of pesticides only when absolutely necessary.

All of our meat and dairy is pasture raised with no hormones or antibiotics. The animals may be given supplemental feed in the winter months when there is less to eat in the fields.

We cannot officially call our farmers certified organic, but we do trust that the farmers we work with raise crops that are healthy for them, their farms, and anyone who consumes the food they raise.

You can learn more about our food and our mission here.

What changes have you made to your company in response to COVID-19?
The safety of our staff is of the utmost importance. Staff are required to wear masks and gloves and wash hands between each activity. Our staff are very aware of how their actions affect other team members, and they are mindful of social distancing while not at work. Additionally, we check temperatures regularly and have instructed our employees to not to come to work in the event of any symptoms or potential exposure. We do not allow any nonessential personnel to enter our building.

To protect our customers, we provide no-contact delivery. Our drivers wear masks and gloves for the protection of both themselves and our customers


What do I do if there is a problem with my order?
If you encounter any problems with your order, please email us at info@phillyfoodworks.com and we will address them as soon as possible (we aim to answer emails within 48 hours). We ask that you please provide a photograph of the unsatisfactory item if possible. This helps us address issues with our teams and producers.

If you have a distribution emergency (i.e., you received the wrong share or are unable to receive an order that is on the way), email us at info@phillyfoodworks.com or call our emergency phone at (267) 307-7931.

How do I customize my small or large customizable subscription?
All of your preset subscriptions will be added to your cart by 9am the Friday before your planned delivery. You can navigate to your shopping cart by clicking the green cart icon in the top right corner of the screen when you are logged in to your account.

Click “What’s Inside” below your subscription in your shopping cart, and you will be brought to a page where you can remove or increase the quantities of individual items. (Don’t worry if an item says “out of stock”; that just means you can’t increase the amount that’s already in your subscription.)

To remove items from your order, simply click the red x next to the item name on the right-hand side of the screen.

If you would like to add ADDITIONAL ITEMS to your order, just go to the Market link on the menu bar to shop, and click the "Add to Delivery" button under any items you want to purchase. If you have any additional questions, please reach out to us at info@phillyfoodworks.com.

How do I know if I have a subscription coming?
Your recurring subscriptions will continue to be delivered regularly until you cancel them. You can view all of your upcoming deliveries on your account by navigating to "Upcoming Deliveries" from the menu.

You will also receive an email two days in advance of your delivery. If you are ever unsure or have questions about your order, reach out to us at info@phillyfoodworks.com.

How do I cancel my membership?
If you would like to remove all of your information from our system and cancel your Philly Foodworks membership, please complete THIS FORM in its entirety, then send us an email to confirm.

How do I cancel or update my recurring subscription?
Log in to your account, and select “Recurring Subscriptions” in the drop-down menu. On this page, you can update the frequency, next delivery date, or cancel your recurring subscription all together. After you make changes and save, please go to the Upcoming Deliveries section of your account and confirm that everything has been adjusted accordingly. *NOTE* Any cancellations for the upcoming week must be done before your shopping cut-off time.

How do I know when my order is coming?
It depends on where you receive your Philly Foodworks boxes:

  • If you are assigned to a pickup site, sign in to your account, then navigate to the Account Info page. There, you will find information about your pick-up site, including your designated pick-up day and time frame.
  • If you are a home delivery customer, sign in to your account, then navigate to the Upcoming Deliveries page. 

What should I do with my order box and packaging materials?
Return them to us, please (as long as they’re in good and clean condition). We always appreciate packaging returns, since they allow us to reduce waste and save money.

Break down your boxes and stack them neatly with cold sleeves and other materials. If you can leave your packaging untouched for 24 hours before we pick it up, that would be great. If not, please sanitize the packaging. These safety procedures limit the risk of COVID exposure for our drivers while handling returns.

  • If you have been assigned a community pick-up location, simply drop off your packaging when the next time you pick up an order.
  •  If you are a home delivery customer,  leave your packaging returns outside during your next delivery window, and we’ll pick them up with your next delivery.  

How do I put my share on hold?
Log in to your account and navigate to the Delivery Hold page from the drop down menu. Select the start and end dates for your hiatus, then click “Add Vacation.”

After you add the dates for your hold, make sure you see them appear below to confirm that everything saved correctly. If you want to update the vacation, you can cancel and start over.

If you simply need to skip a delivery you can do so in the Upcoming Orders section of your account. Once you have indicated that you want to skip a delivery, please confirm that the order was removed from your cart and no longer appears on your Upcoming Orders page.

What if I need to cancel my order after my designated shopping cut-off time?
Given how our purchasing and packing operations work, when we have to process a late cancellation, it creates additional paperwork and restocking time on our end. Depending on the item and when you cancel, we might end up losing the product contained in your order. For these reasons, we highly encourage you to set reminders and cancel your delivery before your shopping cut-off time. In the event of an emergency, please email info@phillyfoodworks.com and we will do our best to accommodate. We charge a $5 to $10 late-cancellation fee to help cover some of our product losses and additional packing time costs

How do I view my account balance?
To view your account balance, log in to your account, then navigate to the Account Activity page. The balance will be listed at the top of the screen next to “Current Balance As of This Week.”

Please note that any balance owed to us will be a positive amount. Any credits on your account appear as a negative value, since they are credits owed to you. 

How do I update my personal information or credit card information?
To update any of your personal information, log in to your account, then navigate to the Account Info page. There, you can edit any of your personal information, including your credit card. Once everything is edited, click on the green “Update” button at the bottom of the screen to save your changes.

How do I change my home delivery address?
Email your new address to info@phillyfoodworks.com; we’ll be happy to make the change for you!

PLEASE NOTE! There are specific delivery days and shopping cut-off times for each neighborhood we serve. Depending on the delivery day you are moving to or from, it might not be possible to make the switch for the current week. If this change is made after the shopping cut-off time for the location you are switching to or from, your entire order might be deleted in the process. Please email us at info@phillyfoodworks.com to confirm any changes so we can make sure your order will not be deleted.

How can I change my community pick-up location?
You can update your pick-up location by logging in to your account and navigating to the Account Info page. 

PLEASE NOTE! There are specific delivery days and shopping cut-off times for each neighborhood we serve. Depending on the delivery day you are moving to or from, it might not be possible to make the switch for the current week. If this change is made after the shopping cut-off time for the location you are switching to or from, your entire order might be deleted in the process. Please email us at info@phillyfoodworks.com to confirm any changes so we can make sure your order will not be deleted.

If you have any questions about changing your community pick-up location, please reach out to info@phillyfoodworks.com; we’re happy to help!

What happens if I forget to pick up my share?
The good news: In some cases, you can pick up your share the following day. The bad news: We only guarantee the quality and contents of your Philly Foodworks box if you receive it within your designated pick-up window.

Some locations will hold boxes overnight, but other locations will not—also, some have refrigeration and others do not. Please check your email inbox for an alert about your order, which should contain details about your pick-up location and their overnight policy. You can also find this information in the Account Info section of your Philly Foodworks account.

If you forget to pick up your share, we suggest reaching out directly to your pick-up site or emailing us at info@phillyfoodworks.com. We will do everything we can to help, but we cannot make any guarantees, especially after your designated pick-up window.

Why are there changes in product availability from week to week?
This has a lot to do with how we source our products. Unlike most large retailers, we are working with small producers and are sourcing products locally. This means that as seasons change, so does availability. It also puts us at the whim of the weather: You might see an abrupt end to broccoli if we get a hot weekend and the broccoli goes to seed, or we might suddenly have no more tomatoes if an early frost wipes out the late season crop.

Availability and restocking frequency also depend on our producers’ capacities. If you are curious about when something will be back in stock, feel free to shoot us an email and we can provide our best guess.


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