Order Support
For urgent issues/order questions within 48 hours:
Call Meal Program Support: 617-826-1763
For account questions or future order questions:
Email [email protected]
Order Issues
Learn what to do if any of the following issues arise:
Late or missing drivers
If a driver appears to be late:
Review the order details
Check the ETA
Keep in mind that ETAs can change in real time due to traffic or other conditions
Access driver information through your Partner Portal in the Meal Program tab
Reach out to Meal Program Support if necessary
If it appears that the driver may not arrive by the scheduled pickup time, call the support team at 617-826-1763 for assistance.
Important: Avoid discarding food or canceling the drop until you receive confirmation from Meal Program support regarding the next steps
Driver left - partial pickup
If a driver leaves without the complete order or only takes a portion of it, immediately contact Meal Program Support at 617-826-1763
Missing/Incorrect Items
If you realize an issue before handoff:
Fix what you can on-site
Correct or remake items quickly if time allows , trying to best accommodate notes and add-on's
Flag the issue with Meal Program Support so that they can accurately document any order fulfillment issues
Out of an item for the day?
Flag the issue with Meal Program Support so that they can contact any customers who ordered said item.
Provide order #
Label #s with missing item
An alternative option that you recommend
Menu Issue
Menu incorrect or no longer carry a meal? Submit a menu update request
To ensure your request for Meal Program menu changes is addressed quickly, please include "Meal Program" in the subject line or the body of your message.
Final QA check before pickup
Read the tips below to prevent order issues:
Cross-check the label list vs. physical meals so every eater has a corresponding package and add-ons (drinks, desserts, sides) are included.
Ensure you double-check for allergies and meal modifications. If any issues arise, such as an item being out of stock, reach out to Meal Program Support, including suggested substitutions.
Quickly fix any missing or incorrect items and flag anything you can’t correct with Meal Program Support so the team can act accordingly.
If an issue is reported after delivery:
Meal Program support will reach out to you with what went wrong and how it may have affected the customer. If necessary, compensation will be added and reflected on the order as well