Delivery & Returns
Zones, fees, windows, building access, and exactly what happens when something arrives wrong.
Draft for review. This document was prepared as part of the CravePlatter site build and has not been reviewed by counsel. Confirm the entity details, retention periods, insurance limits and governing-law clauses with your lawyer, and the food-safety claims with your local health department, before launch.
What it costs, where we go, when we arrive, and what happens when something is not right.
1. Zones and fees
| Zone | Area | Fee | Minimum |
|---|---|---|---|
| A | Brooklyn north and west of Prospect Park; Manhattan below 59th | $18 | $120 |
| B | Rest of Brooklyn; Manhattan 59th–125th; Long Island City and Astoria | $28 | $180 |
| C | Queens west of Flushing; Jersey City; Hoboken | $42 | $260 |
| D | Rest of the tri-state, by quote | Quoted | $400 |
Grazing tables include delivery, on-site build, styling and clearing in the per-guest price. Snack boxes ship cold to any address in the contiguous US at $24 per shipment, regardless of how many boxes are in it.
2. Windows
You choose a two-hour window. We text a 30-minute narrowing on the morning of delivery and again when the driver leaves. Grazing tables get a fixed arrival time rather than a window, because a build crew needs the room.
If we are going to miss your window we will call you before it closes, not after. If we deliver more than 60 minutes outside the window and we did not warn you, the delivery fee comes off.
3. Access
Tell us about freight lifts, service entrances, loading restrictions, security desks and certificates of insurance when you order — these are the single most common cause of a late delivery in Manhattan, and they are entirely solvable with two days’ notice. We carry $2m general liability and will send a COI naming your building as additional insured on request, usually within one business day.
If we cannot get access and nobody is reachable, the driver waits 20 minutes and then returns the order to the kitchen. We will try to redeliver the same day if the cold chain allows; if it does not, the food is destroyed and the order is not refundable, because it was built and it was delivered to the address you gave us.
4. If something is wrong
Food is not returnable — nobody wants a perishable board that has been in a stranger’s hallway — so this is a remake-or-refund policy, not a returns policy.
- Tell us within 24 hours at [email protected] or on +1 (718) 555-0142. A photograph helps and is usually enough.
- Missing, damaged, or not what was confirmed: we remake and redeliver at our cost, or refund that portion in full. Your choice, not ours.
- Arrived warm, or the cold chain was broken: full refund of the order, immediately, no photograph required. Do not eat it.
- An allergen card was wrong: stop serving, call us, and we will refund in full and investigate the same day. Tell us even if nobody was harmed.
Refunds go back to the original payment method within 5–10 business days. Corporate accounts are credited against the next invoice unless you ask otherwise.
5. Cancellations
Set out in section 4 of the Terms of Service: free more than 48 hours ahead, no refund inside 48 hours because the cheese has been cut against your brief. Changing a date rather than cancelling is almost always possible and always cheaper — ask.
6. Boards and crates
Leave them out with the crate and we collect on the next run through your neighbourhood, usually within two days. No deposit, no charge, no need to be home. Keep a walnut board for $45 or a slate one for $30 if you would rather.