Our goal

DuckDrop works to deliver local products accurately, safely and within the delivery window selected for your order. Because orders may contain products from several independent farms and small businesses, occasional shortages, damaged items or other issues can happen.

If something is wrong with your order, contact us promptly so we can review the situation and make it right when appropriate.

Delivery windows

Available delivery dates and windows are based on your delivery area and are shown during checkout.

Current planned delivery windows are:

Morning: 8:00–11:00 AM

Afternoon/Evening: 3:00–7:00 PM

Delivery times within a selected window are estimates rather than guaranteed arrival times. Weather, traffic, vendor delays, road conditions and other circumstances may occasionally affect a route.

If a significant delay or schedule change occurs, DuckDrop will communicate updated information when reasonably possible.

Delivery instructions

Customers are responsible for providing:

• A complete and accurate delivery address
  
• Apartment, gate or building-access information when applicable
  
• Any important delivery instructions
  
• A safe and accessible location where the order can be left
  

Drivers will follow reasonable delivery instructions whenever possible.

Unattended deliveries

You do not need to be home for most DuckDrop deliveries.

If no one is available, the driver may leave the order at the designated delivery location, such as a porch, side door or other safe area specified by the customer.

For orders containing refrigerated or frozen products, we strongly recommend:

• Bringing the order inside promptly after delivery, or
  
• Leaving an appropriate cooler in a shaded and accessible location.
  

Once an order has been successfully delivered to the location requested by the customer, the customer is responsible for protecting products from heat, freezing temperatures, animals, theft and prolonged outdoor exposure.

This does not prevent you from reporting a product that was already damaged, unsafe or improperly handled when it was delivered.

Refrigerated and frozen products

DuckDrop uses insulated and temperature-controlled equipment as appropriate during pickup, staging and delivery.

Customers should refrigerate or freeze perishable products promptly after receiving them.

If a product seems too warm or unsafe

Do not consume a product if you believe it may be unsafe.

Contact DuckDrop as soon as possible and provide:

• Your order number
  
• The product involved
  
• A description of the problem
  
• Photos when helpful
  
• Any other relevant information, such as the approximate time the order was brought inside
  

For temperature-sensitive issues, contacting us as soon as possible after delivery gives us the best opportunity to investigate what happened.

Missing or incorrect items

If an item is missing or you receive a product you did not order, contact DuckDrop through our Contact page and select:

Order or delivery issue

Please include your order number and identify the affected item.

After reviewing the issue, DuckDrop may provide an appropriate:

• Refund
  
• Account credit
  
• Replacement
  
• Other reasonable resolution depending on the circumstances.

Damaged products

If a product arrives damaged, leaking, broken or otherwise unusable, please contact us promptly.

Photos of the item and packaging are helpful when available because they allow us to determine whether the issue occurred during vendor preparation, pickup or delivery.

Do not discard the product until you have documented the issue unless keeping it would create a food-safety concern.

Product quality concerns

Local agricultural and small-batch products can naturally vary in:

• Size
  
• Shape
  
• Color
  
• Appearance
  
• Ripeness
  
• Weight within reasonable tolerances
  

Those normal variations are not necessarily defects.

However, if a product is spoiled, unusable, materially different from its description or otherwise appears unacceptable when delivered, contact us and we will review the concern.

Product availability and substitutions

Because DuckDrop works with local farms and small producers, availability can sometimes change after an order is placed.

If an ordered item becomes unavailable:

DuckDrop will not make a materially different substitution without customer approval.

When practical, we may contact you to offer a comparable replacement.

If:

• You decline the substitution,
  
• We cannot reach you,
  
• Or no suitable replacement is available,
  

the unavailable item will be refunded or credited.

Refunds, credits and replacements

Depending on the circumstances, DuckDrop may resolve an approved product or delivery issue through:

Refund

A refund to the original payment method.

Account credit

Credit that can be applied to a future DuckDrop order.

Replacement

Replacement of the affected product when practical.

The appropriate remedy depends on the type of issue, product availability and the circumstances surrounding the order.

Delivery fees

If DuckDrop successfully completes the delivery but an individual product has a problem, the original delivery fee is generally not refundable.

If DuckDrop fails to complete the delivery due to a DuckDrop error, the delivery charge should also be reviewed as part of the resolution.

Cancellations and order changes

DuckDrop coordinates customer orders with multiple independent vendors.

Because of that, order changes and cancellations become more difficult after vendors begin preparing orders.

Before the ordering cutoff

Contact DuckDrop as soon as possible. We will attempt to accommodate reasonable changes or cancellations when operationally possible.

After the ordering cutoff

Changes or cancellations may no longer be possible once products have been committed, prepared or collected from vendors.

The current ordering cutoff is:

8:00 PM two days before the scheduled delivery date.

If a cancellation can still be accommodated, DuckDrop will explain any applicable refund before completing it.

Incorrect addresses or inaccessible delivery locations

Customers are responsible for providing accurate delivery and access information.

If we cannot safely complete a delivery because of:

• An incorrect address
  
• A locked gate
  
• Missing apartment or building information
  
• An inaccessible delivery location
  
• Unsafe conditions
  
• Another customer-controlled access problem
  

we will attempt to contact you when reasonably practical.

If the order must be returned or delivered again because of a customer-provided address or access problem, an additional delivery fee may apply.

Severe weather and unexpected disruptions

Driver safety and food safety come first.

Severe weather, road closures, emergencies, vehicle problems, vendor disruptions or other circumstances outside normal operations may occasionally require DuckDrop to:

• Delay a route
  
• Adjust a delivery window
  
• Reschedule delivery
  
• Cancel and refund affected products or orders
  

We will communicate significant changes as soon as reasonably possible.

Issues involving a vendor's product

DuckDrop operates the marketplace and coordinates delivery, while participating vendors grow, raise, bake, prepare or manufacture the products identified in their listings.

Customers should still contact DuckDrop first regarding an order placed through DuckDrop.

We will coordinate with the appropriate vendor when necessary rather than making the customer figure out who to call.

Food allergies and dietary requirements

Product ingredient and allergen information is provided by the applicable vendor when required or available.

Customers with serious allergies or dietary restrictions should review the product information carefully before ordering and contact DuckDrop with questions before purchasing.

DuckDrop cannot guarantee that products from independent vendors are produced in allergen-free facilities unless specifically stated by that vendor.

How to report a problem

Something wrong with your order?

Use our Contact DuckDrop page and select:

Order or delivery issue

Include:

• Order number
  
• Product involved
  
• Description of the issue
  
• Photos when appropriate