Frequently Asked Questions
When and how to contact customer care:
Phone: 510-595-6683: Monday - Thursday, 8AM - 6PM; Friday - Sunday, 8AM - 5PM
Where do you deliver?
We deliver to the entire Bay Area and are currently rolling out neighborhood by neighborhood in LA! Enter your zip code here to find out if we deliver in your area yet: Check your zip code
Why is my account suspended?
See our delivery area above. If you sign up for an account and you aren't in our delivery area, your account will automatically be suspended until we deliver in your area.
What is Imperfect and how does it work?
We are a home produce delivery service focused on providing affordable fruits and vegetables to consumers. We do this by sourcing "ugly" fruits and vegetables that usually go to waste on farms. These fruits and veggies taste the exact same on the inside but look a little "wonky" on the outside. Customers can choose from a range of different produce boxes, each of which contain an assortment of fruits and vegetables, depending on what is in season. Each week, customers get their order delivered to their door!
Does ugly produce taste the same?
Yes! The produce we source is rejected purely for cosmetic reasons, meaning that taste and nutrition aren’t affected. Common reasons for produce being classified as “ugly” are: too small, wrong color, misshapen. We only source the most delicious fruits and vegetables, and we have strict quality-control measures in place to ensure that what ends up on your doorstep is fresh, delicious, and nutritious. If we wouldn’t eat it, we won’t sell it. We’re redefining BEAUTY in produce, not taste!
And if for whatever reason you’re not satisfied with an item in your box, we will either replace it or refund the cost of the box that week.
How is Imperfect so much cheaper than other produce delivery services and CSAs?
We are able to offer such affordable prices because we only work with “ugly” produce that traditional produce companies don’t source. This produce currently goes to waste on farms because it is rejected by supermarkets and produce distributors for minor cosmetic imperfections, such as being the wrong shape, size, or color. By sourcing this produce straight from farmers, we can pass on the savings to consumers.
Where do you source your produce from?
We try to source most of our produce from California farms when seasonally available. We currently work mostly with larger family farms, because they have the most “ugly” produce, but we are working to add more organic and smaller farms as suppliers.
Is your produce organic?
We carry both organic and conventional produce.
How does delivery work?
On your assigned delivery day, a driver will drop off your produce order. It will be given to you if you are home or left in a place you specify if you aren't home. Our packing and delivery schedule is designed to keep the produce as fresh as possible when it gets to your doorstep!
When do you deliver?
Your zip code determines your exact delivery day of the week. Once you create an account, you will be assigned a delivery day and notified of the customization window for your weekly delivery.
What is my delivery window?
We deliver overnight between 6PM-6AM to ensure produce freshness. That way, it’s fresh and ready for you when you wake up in the morning!
For Oakland, Berkeley, Alameda, Emeryville, Albany, and El Cerrito: We deliver on Saturdays between 7AM and 3PM.
Can you deliver if I’m not home?
Deliveries are made overnight, so we will need a safe place to leave the box without you receiving it. We will need instructions for where to leave the box safely. You can enter these instructions in the "Driver Notes" section when you sign up. If you have special instructions for delivery (such as a code for a gated community), please include them in the "Driver notes" section of your account.
Daytime delivery for Oakland, Berkeley, Alameda, Emeryville, Albany, and El Cerrito: Yes, we can deliver if you're not home, as long as there is a safe place to leave the box and you let us know where to leave it. For apartment buildings, you must be home to receive a delivery (or leave detailed notes for how to access the building).
Why can't I choose my delivery day?
Your delivery day is assigned based on your zip code. By grouping deliveries to neighborhoods together, we are able to more efficiently route our delivery vehicles, which reduces our carbon footprint.
Is there a delivery fee?
Yes, there is a small delivery fee ($2.99-$4.99, depending on zip code) for home delivery, which covers the cost of delivering the produce and allows us to pay a fair wage to our delivery drivers. But pick-up at our warehouse is free!
What do I do with the box?
We would love to reuse the boxes, but health code prohibits us from doing so. However, the boxes are 100% recyclable, so feel free to recycle them at home. We’re always looking to be more sustainable are currently looking into alternative solutions -- stay tuned!
Using Our Ordering System
Where's the checkout button?
Don't worry, you're not going crazy - there isn't one! Instead of a traditional check-out system, we use a cart-based system that is more flexible. What you do is add recurring items, and those get put into your upcoming orders. Then whatever is in your order at the cut-off time each week (see below) becomes your weekly order. That gives you the ability to take advantage of special items we offer on certain weeks. For example, if you have a Mixed Regular box set on recurring order, you can just sit back and relax and you will get it delivered every week.
How do I customize my order?
Yes! With all of our produce boxes, we now offer you the ability to choose exactly what's in your box each week. Add items you want more of, remove items you don't like, and add on specialty items to make the perfect box! Each week you will get an email with a link to customize your order. From there, you will be able to see what items are in the default box this week and add or remove any items to customize your produce box, up until the cutoff time.
How does pricing work?
When you sign up for one of our boxes, you will notice that the price is listed as a range, which serves as a rough guideline of what your box will cost each week. We do that because the exact price of your produce box is determined by the specific items in the box each week. We price all our items individually to ensure that you are always getting the best deal on every piece of produce in your box and that you only pay for exactly what you want. When you customize your box each week by adding or subtracting items, you change the price of your box for that week. View the total each week while customizing your box to see what the box will cost that week.
What are the ordering frequency options?
You can choose to have your box delivered every week or every other week. When you add an item to your order, you will be prompted to select which order frequency you want.
Can I change my order?
Yes, you can change your order (add items, switch items, remove items, or place a vacation hold) anytime before the cutoff time for the week’s delivery by logging into your account.
What if I go on vacation?
You can go into your account and skip delivery weeks when you are out of town. We only bill you for weeks we deliver.
Can I cancel my order?
Yes! We get customers to stay because our product is awesome, not because we force you to stay on with us. You can go into your account and cancel your order at any time. up until the cut-off time for that order. There are no contracts and no commitments. This is a recurring service and every week we only deliver what is in your upcoming order for the week. To cancel your order, just go to your account homepage, go to edit your recurring order, and click the "x" to remove your produce box from your recurring order.
How does billing work?
If you choose to pay by credit card, we bill you every other week. So you will see charges for 2 weeks worth of orders on your statement - don't be alarmed!
How do you measure/weigh the produce?
Because we are dealing with produce that is rejected by retail because of irregular sizing, not all of our items weigh the same amount. Every week, we work with our pack team to make sure they are packing the correct amount of produce in people's box, and when in doubt, we try to give over the weight requested, and not under. However, all weights are approximate and we cannot guarantee exact poundage.
Can I buy a gift card for a friend?
Yes! You can purchase gift cards HERE.