Return Policy
Last synced: 2026-10-15 · View source document
Common Questions
- What should I do if my produce or meat arrives rotten, moldy, or damaged?
- Report it within 24 hours of delivery for fresh products (meat, seafood, produce, dairy, and frozen items). Take photos of the product and keep the original delivery box with its QR-code label — contact customer service and a refund or credit will be arranged after inspection.
- The packaging was broken when my order arrived — can I still return it?
- Yes, delivery-related damage qualifies for a return. Fresh products must be reported within 24 hours of delivery; dry goods (rice, oil, condiments, packaged food, containers, beverages, cleaning supplies) have a 15-day return window.
- What is FoodsUp's return policy?
- Dry goods can be returned within 15 days, and fresh products within 24 hours of delivery. Items must be in original, salable condition with original packaging, returned in the original delivery box with the QR-code label matching your order number.
- Will I get money back or store credit for a return?
- You choose: equivalent-value coupons/points for your next purchase (arrives in 3–5 business days), or an email money transfer (EMT, arrives in 7 business days).
- Why hasn't my refund arrived yet?
- Coupon or points refunds take 3–5 business days after the return is approved; EMT refunds take up to 7 business days. If it has been longer than that, contact support with your order number.
- An item was missing or wrong in my delivery — what do I do?
- Contact customer service as soon as you notice, with your order number and a photo of the delivery box and its label. Missing or incorrect items are treated as delivery issues and refunded as store credit or EMT under the return policy.
Return policy
1. Can I return the products if I'm not satisfied?
Yes, you can.
To return one or more items from an order, all of the following conditions must be met:
1）Items must be in their original, salable condition & packaging free of markings or damage.
2）Items must be returned with the original delivery box containing the white label QR indicating the order number that matches the products.
Dry goods: can be returned within 15 days after receiving.
Dry goods refer to:
- Rice, flour & cooking oil
- Condiments (seasonings & sauces) & packaged food
- Containers, lunch boxes, paper products, bags, utensil
- Beverages
- Cleaning supplies & etc.
Fresh products: you need to inspect all fresh products on the spot upon receiving thoroughly and contact customer service within 24 hours to submit a request for a Return Authorization. Certain vegetable items require on-site inspection at the time of delivery. If you are not satisfied with the quality, please return them immediately to the driver. No returns will be accepted after delivery.
Fresh products refer to:
- Broccoli, Bean Sprouts, Iceberg Lettuce, White Mushrooms, Cilantro, Napa Cabbage, Chinese Cabbage, Moroccan Mint, Romaine Lettuce, Shanghai Bok Choy, Baby Shanghai Bok Choy, Thai Basil / Sweet Basil / Holy Basil, Curly Parsley, Spinach, Baby Spinach, Gai Lan (Chinese Broccoli), Snow Peas, Choy Sum, Milk Cabbage, Chives, Lemongrass, Choy, Pea Shoots, Baby Napa, Celtuce / A-Choy.
- Meat & seafood
- Vegetables & fruits
- Fresh noodles, fries & frozen products
- Dairy products
We offer a lenient return policy to provide customers with an easy and convenient purchasing experience. If you are consistently finding products to be unsatisfactory, please contact our customer service.
Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or cancelling future orders.
FoodsUp reserves the right to reject returns which do not comply with our Return Policy. Returns that do not respect the policy may be sent back to the original address.
For more information, please contact our customer service +1 437-886-7845.
2. What reasons are acceptable for returns?
Dry goods: should be related to product quality, size, delivery issues, or payment problems.
Fresh products: are accepted only in the case of product quality issues or delivery-related problems.
3. How do I submit a Return Authorization request?
Please reach out to our customer service within the specified notice period and provide images of the returned products along with the delivery box.
Our customer service team will then provide you with a return application form to fill out.
Once the product is returned, our team will inspect its condition, and a prompt refund will be processed if the return is approved.
4. What are the refund options?
You may:
- Accept an equivalent value of coupons/points that can be used for your next purchase, or
- Accept a refund via email money transfer (EMT).
5. When will I receive the refund?
Coupons: will be issued within 3-5 business days.
Email money transfer (EMT): will be issued within 7 business days.