Help Center

Everything you need to know about our atelier-sourced products, delivery schedules, and exclusive VIP benefits.

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Delivery & Cutoff

Real-time tracking and delivery windows.

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Sourcing

Learn about our organic farms.

8 articles

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Billing

Manage payments & invoices.

5 articles

12 articles

Delivery & Cutoff

Order timing, area windows, and delivery board rules.

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VIP Exclusive Feature

VIP Members get access to Atelier First windows with tighter delivery slots.

What is the daily order cutoff time for next-day delivery? expand_more

We process all harvest requests by 4:00 PM EST daily. Orders placed before this time are eligible for next-day delivery within our primary metropolitan service areas.

How do VIP Membership delivery priority windows work? expand_more

VIP Members can choose 1-hour specific delivery windows between 6 AM and 8 AM. Regular delivery windows are 4-hour blocks.

Can I reschedule my delivery after the cutoff? expand_more

Once the cutoff has passed, the routes are already optimized. We allow a one-hour grace period for rescheduling from the My Orders dashboard.

8 articles

Sourcing & Quality

How we choose farms and keep products fresh.

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Freshness Promise

We source from vetted farms and use cold-chain handling from pickup to delivery.

Where do your products come from? expand_more

We work with selected local and regional farms, growers, and suppliers that meet our freshness and quality standards.

How do you ensure the cold chain during delivery? expand_more

We use compostable thermal liners, temperature-monitored smart-cases, and a refrigerated fleet for temperature-sensitive items.

Do you carry organic or seasonal products? expand_more

Yes. We highlight seasonal and organic items when available, and we note sourcing details wherever relevant.

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Account & Billing

Payments, invoices, and refund handling.

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Billing Help

Manage payments, refunds, and invoice questions from your account dashboard.

What payment methods do you accept? expand_more

We accept standard online payment methods available during checkout. The exact options shown depend on your account and region.

How do refunds work? expand_more

Refunds are handled according to the order status and the relevant support policy. If an order is eligible, the amount is processed back to the original payment method.

How can I check my invoice or order total? expand_more

You can review order totals and invoices from your account area, where discounts, taxes, and delivery-related charges are shown clearly.

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VIP Membership

Priority windows, concierge help, and member perks.

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Atelier First

VIP membership includes priority support routing and special delivery access.

Do VIP members get free delivery? expand_more

Yes, VIP membership includes delivery priority benefits while the membership is active and not expired.

What makes VIP delivery different? expand_more

VIP members get earlier windows, faster support routing, and a more tailored delivery experience.

Can I view VIP membership details in my account? expand_more

Yes. Membership status, expiry, and benefit details are shown inside the membership area of your account.

Still have questions?

Our concierge team is available 7 days a week to help you with anything from sourcing inquiries to account management.

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Help Center

Delivery & Cutoff

Sourcing

Billing

Delivery & Cutoff

Sourcing & Quality

Account & Billing

VIP Membership

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