Frequently Asked Questions

 

 

Service Area

 

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.


 

Ugly Produce

 

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.


 

Delivery

 

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.

 

How does overnight delivery work?

For our overnight routes, our drivers are trained not to ring doorbells or buzz customers as to not wake them up. On your assigned delivery day, a driver will drop off your produce order according to your delivery instructions, so we will need a instructions on a safe location to leave your order. You can enter these instructions in the ‘Delivery Instructions’ section when you sign up or edit them in your existing account by clicking on the ‘edit’ button next to the ‘Delivery Info’ header. If you would like the driver to buzz or call you, regardless of the time of delivery, please reach out to our support team so that we can add special notes to your account. Our packing and delivery schedule is designed to keep the produce as fresh as possible when it gets to your doorstep!

  

 

How does daytime delivery in the East Bay work, do I need to be home?

Deliveries to Oakland, Berkeley, Alameda, Emeryville, Albany, and El Cerrito: A driver will drop off your produce order on Saturday between 7am - 3pm, according to your delivery instructions. If you are not home during this time, please include instructions on a safe location to leave your order. If you live in an apartment building, please leave detailed notes on how to gain entry to the building or where to leave the order outside the building. Our packing and delivery schedule is designed to keep the produce as fresh as possible when it gets to your doorstep!

   

 

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. For customers in the San Francisco Bay Area, we offer free-pick up at the UC Berkeley Campus.

  

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.  

 

When can I customize my order?

If your assigned delivery day is between Tuesday evening through Thursday morning, your customization window is open from 3pm Friday through 9pm Sunday before your delivery.If your assigned delivery day is Thursday evening through Monday evening, your customization window is open from 3pm Monday through 3pm Wednesday before your delivery.

  

How do I customize my order?

To customize your box, you just need to log into your account during your customization window (see above) and click on the purple 'customize my box' button:customize


 


Then you'll be taken to a new page where you'll click on the 'customize box' link below you box type.

customize link

This will open a pop up where you will see everything included in the box that week, as well as all the additional items you can add. If you don’t want to receive an item, change the quantity to 0, and if you do want to receive an item change the quantity to the amount you’d like to receive.

customize options

Keep in mind that some items are sold by the (lb) and some are sold by the (ct). Once you’ve customized your order to your liking, be sure to hit the submit button. You can always double check your order by clicking the ‘Print this invoice’ button after hitting submit, as this will show you exactly what to expect in your next delivery.

 

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 a box to your subscription, you will be prompted to select which order frequency you want. If you’d like to change your order frequency after creating your account, you can log onto the website and click on the ‘edit’ button next to ‘My Recurring Order.’ On this page you can switch your order to either every week or every other week, as well as change your next delivery date.

 

Can I change my subscription?

Yes, you can change your order—add to, edit, or remove your subscription, edit your order frequency or change your next delivery date—by logging into your account and clicking on the ‘edit’ button next to ‘My Recurring Order’. Once the cut-off has passed for an order, you will not be able to edit that order. Any changes you make to your subscription after the cut-off will not affect the order in progress.

 

What if I go on vacation or need to skip a delivery?

To skip orders in the future, click on the link ‘Going on vacation? Click here.’ under the ‘My Upcoming Order’ header. On this page, you do not need to let us know the actual dates of your vacation, just the dates that you do not want to receive a box. Ex. If you normally receive deliveries on Friday, be sure to include the dates for every Friday that you do not want to receive a box, if the day is not selected and you normally receive a delivery on that day, you will still receive a box. You will not be charged for any deliveries that you elect to skip.

If you want to change the date of your next order, you can click on the ‘edit’ button next to ‘My Recurring Order’ and you can change your next delivery date by clicking on the underlined date.

Once the cut-off has passed for an order, it cannot be skipped or cancelled.

 

Can I cancel my subscription?

Yes! We get customers to stay because our product is awesome, not because we force you to stay on with us--there are no contracts and no commitments. To cancel your subscription, log into your account, click on ‘edit’ next to ‘My Recurring Order,’ and click the "x" button to remove your produce box from your recurring order.  Since we charge credit cards every two weeks, you may still receive a final charge after you’ve cancelled your subscription for orders that were received before the cancellation. Cancellations that happen after the order cut-off will not affect an order that is in progress. 

 

How does billing work?

We run credit cards every other week for previous orders. If you receive a weekly delivery, you will be charged for two orders on each billing cycle (unless you’ve skipped a delivery during that time). If you’d like to see your current balance or the cost of any of your previous orders, you can do this at any time by logging into your account and clicking on the ‘view payment history’ link under ‘Billing Info.’  

  

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.  

 

Do you have any programs for customers who qualify for CalFresh or SNAP benefits?

We do! If you qualify for CalFresh or SNAP benefits we offer a reduced-cost box, at a ⅓ discount off our regular boxes. You just need to check the “I qualify for CalFresh or SNAP box during sign-up” or email us at support@imperfectproduce.com and you’ll receive an eligibility questionnaire. If you qualify you’ll be added to our reduced-cost box program. At this time online retailers (including Imperfect) are unable to take SNAP benefits as a form of payment.

  

 

How do I apply a coupon/promo code/gift certificate to my account?

Once you’ve logged into your account, you’ll need to click on the ‘edit’ button next to the ‘My Recurring Order’ header. On this page, there is a box to enter your the code you received--once you’ve entered the code, just click submit and you’re good to go!

  

 

How does your referral program work?

We love it when our customers help us to spread the word, so for every friend that you refer to Imperfect Produce, you get a $10 credit and so will they! You friend just needs to put your name—as it appears on your account—in the ‘Who referred you?’ box during sign up. Once they receive their first order, you’ll automatically receive a $10 credit to your account and they will receive a coupon code to get $10 off their next order.

  

 

Can I edit my order or delivery information after the customization window closes?

Orders are finalized when the customization window closes, so no edits can be made to the order or delivery information. Once your customization window has closed, all information is exported from our website, so any information pertaining to your delivery (address, delivery instructions, phone number, etc.) will not apply to the upcoming order. If you need to edit your delivery instructions after the customization window closes, please reach out to our support team.

  


 

Contact Us

 

When and how to contact customer care:

support@imperfectproduce.com

Phone: 510-595-6683: Monday - Thursday, 8AM - 6PM; Friday - Sunday, 8AM - 5PM


 

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