AmazonFresh  / Help & FAQ

For a regular scheduled delivery, you should be home to receive and sign for your products; however, we are offering exciting unattended options called Pre-Dawn delivery (before 6:00am) and Doorstep Delivery (7:00-10:00 a.m., 2:00-5:00 p.m., or 6:00-9:00 p.m.).

Pre-Dawn delivery is an early-morning delivery option. If you choose this option, we will leave your items on your doorstep early in the morning, prior to 6:00 AM, so they're there when you wake up. Your groceries will be kept fresh in temperature-controlled totes, so frozen items stay frozen and chilled items stay cold. Our other Doorstep Delivery services work just like Pre-Dawn--we'll leave your groceries on your doorstep in temperature-controlled totes. You don't even have to be home!

If you miss your delivery slot, don't worry; one of our customer service associates will contact you to reschedule. If we can't successfully reschedule your order within 24 hours, we will return your items to our warehouse and issue a refund for the order.

At AmazonFresh, the quality of your food is our biggest concern. We carefully control the conditions in which your products are stored, right up until the moment you receive them, so that fresh items stay chilled and frozen items remain frozen.

Additionally, we work closely with local vendors and handle your products as little as possible between when we receive them and when they reach you, unlike a traditional retail store where customers may be picking through products all day. This low-touch process means we are able to deliver produce and other products of unparalleled quality.

Although Amazon.com founded AmazonFresh, AmazonFresh operates as an independent grocery delivery business. We've created a new web site to showcase our fantastic products and make your buying experience easy. We use Amazon.com data and systems to simplify your checkout process and get you shopping right away.

All of us here at AmazonFresh have adopted the same spirit of service, quality, value, and innovation that you have come to expect from Amazon.com. And we are working hard, every day, to exceed your expectations. Your feedback on our service is welcome, and greatly appreciated.

We've recently added the capability to see Amazon.com items on AmazonFresh so that customers have a wider selection from which to choose. In some cases, an item may be available from Amazon.com, but not available through AmazonFresh--such as the latest Barefoot Contessa cookbook. Clicking on an Amazon.com item when you are shopping on AmazonFresh will open a new browser window at Amazon.com where you can complete your transaction. Amazon.com items will ship from Amazon.com (or from a third-party seller listed on Amazon.com) and the items will appear in your order history on Amazon.com.

Your AmazonFresh shopping session will be unchanged by clicking on an Amazon.com item. All of the items previously in your shopping cart will still be there and your slot, if you've chosen one, will still be reserved for you. You cannot combine the contents of your Amazon.com cart with your AmazonFresh cart, and Amazon.com items do not count toward the order minimums on AmazonFresh. You will also not see Amazon.com items appearing in Past Purchases or in your order history on AmazonFresh. All management of these items--payment, package tracking, etc.--will happen through Amazon.com.

AmazonFresh does not accept Amazon.com Gift Certificates. We gladly accept credit and debit cards.

To keep all of your products at their proper temperatures, unattended deliveries will be left for you in totes packed with frozen gel packs and, if necessary, dry ice. This packaging can maintain the correct temperature of your products for up to 6 hours.

If you can wait until your next order to have your totes picked up, you will help us save fuel and help Seattle stay a little greener. For more urgent tote pickups, if you spend over $125 on your order, you will have the option to have your totes collected within three days. If you choose this option, please leave them outside your door as soon as you've finished unpacking your groceries. If you'd like us to pick the totes up when we deliver your next order, be sure to leave your totes out for us the night before your next delivery. If you have any trouble with tote pickups, please don't hesitate to contact customer service.

Our policy is not to accept tips. After all, our job is to make your life easier; delivering a high-quality service should be your expectation.

It's very important to us that you are completely satisfied with the products you order from AmazonFresh. If we have not met your expectations, please contact customer service. We'll do whatever it takes to make things right.

Please let us know about the products you want. We're building our selection as fast as possible, but we really want to know what you'd like us to carry. Send us your feedback, and someone from our team will be in touch with you.

We currently offer home delivery to a limited number of Seattle neighborhoods in the following zip codes: 98004, 98005*, 98006*, 98007, 98008, 98011, 98024*, 98027*, 98028, 98029*, 98033, 98034, 98039, 98040, 98052, 98053, 98056, 98057, 98059, 98065, 98074, 98075, 98101, 98102, 98103, 98104, 98105, 98106, 98107, 98108, 98109, 98112*, 98115, 98116, 98117, 98118*, 98119, 98121, 98122*, 98125, 98126, 98133, 98136, 98144*, 98146, 98155, 98164, 98178, 98199.

* Limited coverage. Check your address to be sure.

We are expanding our service areas as fast as possible. Please let us know where you live and that you'd like us to deliver to your neighborhood.

AmazonFresh's customer recognition program, Big Radish, offers special benefits and privileges to customers that choose to do the majority of their grocery shopping at AmazonFresh.

With Big Radish status, you can use AmazonFresh without the $5 delivery fee. This provides you the ability to stock up mid-week without worrying about the delivery charge.

To determine how much you need to spend in a given month to achieve Big Radish status, check the Big Radish status indicator on the upper right corner of the AmazonFresh Web site.

Once you attain Big Radish status, it is valid until the last day of the next calendar month. For example, if you spend enough in March, you get Big Radish status for the full month of April.

Amazon Prime members do not receive any benefits on AmazonFresh. If you are interested in how you can receive free delivery, read about our Big Radish program.

The process to begin receiving unattended deliveries at your complex is actually quite easy. Since your building has controlled access, you just need to do a few things differently. Please contact us at get-my-apartment-access@amazon.com and we'll help you get started using unattended service.

You have several options if you'd like to have your groceries delivered same day.

To place a same day attended delivery order, you simply need to place the order seven hours in advance of the time you'd like it delivered.

To place a same day Doorstep Delivery order, Place your order no later than 10:00 a.m. for delivery between 2:00-5:00 p.m. or by 2:00 p.m. for delivery between 6:00-9:00 p.m. (Pre-Dawn Delivery orders must be placed by midnight; other Doorstep Delivery orders must be placed four hours before your delivery window begins.)

Our delivery scheduling page will always show all delivery options available to you. Please note that the capacity of our trucks can also affect the availability shown on this page.

Home delivery orders--Pre-Dawn Delivery and attended deliveries--can be placed any time up until midnight on the day before you'd like it to arrive.

Orders with "open" status in My Account can still be modified. You can change order-level information, such credit card or delivery time, or remove items from your delivery until we start processing your order. Once we start processing your order, its status will be changed to "processing" in My Account. Once your order is processing, items cannot be removed and the order cannot be cancelled. Automatic Deliveries will not enter processing until 8 pm or later the day before they are to be delivered.

Even if an order is processing, you can continue to add items until the order-by time has passed for your delivery window. You can add items up to 4 hours before your 3-hour Doorstep Delivery window, except for deliveries between 10am and 1pm. Changes to Doorstep Deliveries between 10 am and 1 pm must be made by 3 am. You can add items to an Attended delivery up to 7 hours before your 1-hour delivery window.

Yes! We have many plans for our web site and other areas of our service offering, but ultimately we're building this service for you, the AmazonFresh customer. You can help by telling us what features or enhancements you'd like to see.

To use a promotion code, add at least one item to your cart and click Checkout. Enter a valid promotion where prompted on the Order Summary screen. If you are using a promotion code advertising a free item (such as our produce sampler), the offer will be automatically added to your order after clicking Place Order (you may notice a short delay). If you are using a promotion code advertising a rebate, your rebate will be applied to your order when your order is delivered.

• Our promotions are currently limited to one per customer. Please contact customer service if you have any questions.
• Applies only to a single complete order that is shipping to a single address that meets all other promotional requirements.
• If promotion requires a minimum purchase order amount, please be certain that you have reached this amount before you enter the promotional code. If you have not reached the minimum order amount when promotional code is entered, you may not receive the promotion.
• Promotional offer valid for a limited time only. Items placed in Shopping Cart overnight may not be eligible for promotion at time of checkout.
• Applies only to AmazonFresh orders and does not apply to any products or orders purchased on Amazon.com's other sites.
• Does not apply to previous orders. Offer may not be combined with other offers, including promotional certificates.
• AmazonFresh reserves the right to cancel or modify our promotions at any time.

Our drivers are protected from the elements, rain or shine, by Columbia Sportswear products. To learn more, go to www.columbiasportswear.com

AmazonFresh offers beer and wine for attended home delivery. You must be present to take delivery of the beer and wine. If you appear that you might be 35 years old or younger, we will not deliver without a valid picture identification, such as a Driver's License, Passport or Military ID. We will also not deliver beer or wine if you appear intoxicated.

If we are not able to deliver the beer or wine, we will cancel that part of the order and not charge you for the items.

AmazonFresh.com handles product recalls on an individual basis. When we are notified that an item has been recalled, we stop selling the item and write to customers who have already purchased it to resolve the issue. !

For various consumer product recalls:

Food & Drug Administration
http://www.fda.gov/
Consumer Product Safety Commission
http://www.cpsc.gov/

Please contact customer service. We'll answer your questions right away.

If you already have an existing order and want to add the promotional code to your account, go to "My Account" and click "View/Edit Order." If the order is not yet being processed, you will have the option to enter your code. See the section called "I saw a promotion code. How do I use it?" for additional information on promotional codes.