Shipping policy

Last updated: January 7, 2026

OVERVIEW

XOOM FOODS ships restaurant-prepared, perishable meals directly to your door. Because our products are fresh and perishable, we follow strict shipping procedures to ensure your meals arrive in optimal condition.

SHIPPING COVERAGE

Free Ground Shipping

We offer free ground shipping via FedEx or UPS to the following 21 states plus Washington, DC:

East Coast States: Connecticut (CT), Delaware (DE), Maine (ME), Maryland (MD), Massachusetts (MA), New Hampshire (NH), New Jersey (NJ), New York (NY), Pennsylvania (PA), Rhode Island (RI), Vermont (VT), Virginia (VA), West Virginia (WV), North Carolina (NC), South Carolina (SC), Georgia (GA), Florida (FL), Alabama (AL), Tennessee (TN), Kentucky (KY), Ohio (OH), and Washington, DC.

Air Shipping

For customers in the remaining 27 continental United States, we offer air shipping for $159 per order. Air shipping is required to maintain food safety and quality standards for longer delivery distances.

Areas We Do Not Ship To

We currently do not ship to Alaska, Hawaii, US territories, or international locations.

REQUIRED SHIPPING INFORMATION

To process and ship your order, you must provide:

  • Complete and accurate shipping address (including apartment/unit numbers if applicable)
  • Valid email address (for order confirmation, tracking updates, and shipping notifications)
  • Phone number (required by FedEx and UPS for delivery coordination and customer contact if needed)

Carrier Requirements: FedEx and UPS require a phone number to contact you regarding delivery issues, schedule changes, or access questions. They will also send you tracking updates and delivery notifications via email and text.

Please ensure all information is accurate. We cannot be responsible for non-delivery or delays caused by incorrect contact information.

PROCESSING TIME

Orders are processed and shipped within 1-3 business days of order confirmation, Monday through Thursday. Orders placed Thursday evening through Sunday will be processed starting Monday.

Important: Due to the perishable nature of our products and coordination with restaurant partners, orders cannot be cancelled once accepted. Please review your order carefully before submitting.

DELIVERY TIME

Ground Shipping (Free Zone): 1-2 business days
Air Shipping: 1-2 business days

Note on Delivery Delays: One-day delays in transit are relatively common with all carriers due to weather, carrier volume, and logistical factors. We pack all shipments with sufficient cold gel packs and insulation to account for such delays and ensure your meals remain fresh and safe even if delivery is delayed by one day.

Delivery times are estimates only and are not guaranteed. Actual delivery times may vary based on carrier schedules, weather conditions, and other factors beyond our control.

SHIPPING CARRIERS

We ship via FedEx and UPS based on availability and optimal delivery routing. You will receive a tracking number via email once your order ships. The carrier will also send you tracking updates and delivery notifications directly to the email and phone number you provided.

DELIVERY REQUIREMENTS

What to Expect

  • Meals arrive in insulated packaging with cold gel packs to maintain proper temperature
  • Packaging includes sufficient insulation to keep meals fresh even if delivery is delayed by one day
  • No signature is required for delivery
  • Packages may be left at your doorstep, porch, or designated delivery location

Your Responsibility

You are responsible for refrigerating meals immediately upon delivery.

We are not responsible for:

  • Spoilage due to delayed refrigeration after delivery
  • Quality issues from improper storage
  • Packages left unattended per your delivery instructions

Rejecting Damaged or Unusually Late Deliveries

If your package arrives visibly damaged or is unusually late (3+ days beyond expected delivery):

You have the right to refuse delivery at the time of delivery. Simply inform the delivery driver that you are refusing the package due to visible damage or excessive delay. The carrier will return the package to us.

Important: Once you accept delivery, you assume responsibility for the package contents. If you notice damage after accepting delivery, you must report it within 3 days (see Damaged Packages section below).

DELIVERY ISSUES

Missing or Delayed Packages

If your package has not arrived within the estimated delivery window:

  1. Check your tracking number for the latest delivery status
  2. Check with neighbors or household members who may have received the package
  3. Contact us at info@xoomfoods.com with your order number and tracking information

We are not liable for delays caused by shipping carriers, weather conditions, natural disasters, or other events outside our control.

Damaged Packages

If your package arrives damaged and you accepted delivery, you must report it within 3 days of delivery to be eligible for consideration.

Why we need documentation:

Because XOOM FOODS pays for all shipping (not customers), only we can file damage claims with FedEx or UPS. To file a claim with the carrier on your behalf, we must provide them with specific documentation within their required timeframes.

Required documentation:

  • Clear photos of damaged containers (inside and out)
  • Photos of exterior shipping box and shipping label
  • Order number and tracking information
  • Exact names of affected meals
  • Detailed description of the damage

Claim Process:

  1. You submit photos and documentation to us within 3 days
  2. We file the damage claim with FedEx or UPS
  3. Carrier reviews the claim (typically 7-10 business days)
  4. If the carrier approves the claim, we will offer either:
    • A refund for the affected meals, OR
    • Replacement meals in your next order

Minor leaks or small packaging issues do not automatically qualify for refunds. Most customers are able to use meals after minor cleanup. We will only file claims for meals that are completely unusable due to damage.

INCORRECT OR INCOMPLETE ADDRESS

Please ensure your shipping address, email, and phone number are accurate and complete before placing your order.

If you provide incorrect or incomplete information:

  • We are not responsible for non-delivery or misdelivery
  • Carriers cannot contact you about delivery issues without a valid phone number
  • You may miss important tracking updates without a valid email address
  • Additional shipping charges may apply to reship to the correct address
  • Meals may not be eligible for replacement if they spoil during the delay

Address changes cannot be accommodated once an order has been shipped.

WEATHER-RELATED DELAYS

During extreme weather conditions (hurricanes, blizzards, severe storms), shipping carriers may experience delays or suspend service to affected areas.

We will make every effort to notify you of weather-related delays, but we are not responsible for delays caused by weather conditions.

Our packaging includes extra insulation and cold gel packs to maintain food safety during normal one-day delays. However, if severe weather is forecasted that could cause multi-day delays in your delivery area, we may postpone shipping to ensure your meals arrive safely.

PERISHABLE PRODUCT DISCLAIMER

Our meals are perishable food products and must be handled properly upon delivery:

  • Refrigerate immediately upon receipt
  • Store at or below 40°F
  • Consume refrigerated meals within 5-7 days
  • Freeze for up to 3 months if not consuming immediately

Once you accept delivery from the carrier, title and risk of loss passes to you. We are not responsible for spoilage after delivery.

If your package is visibly damaged or unusually late, refuse delivery rather than accepting it. Once accepted, you assume responsibility for the package contents.

HOLIDAYS AND SPECIAL CIRCUMSTANCES

We do not ship on major holidays or during weeks with holiday shipping disruptions (Thanksgiving week, Christmas week, etc.).

Our shipping schedule may be adjusted during:

  • Major holidays
  • Extreme weather events
  • Carrier service disruptions

We will notify affected customers via email if shipping is delayed due to these circumstances.

TRACKING YOUR ORDER

You will receive:

  1. Order confirmation email when your order is placed (sent to the email you provided)
  2. Shipping confirmation email with tracking number when your order ships (sent to the email you provided)
  3. Carrier tracking updates from FedEx or UPS (sent to your email and/or phone number)
  4. Delivery notification from FedEx or UPS when delivered (sent to your email and/or phone number)

You can track your package using the tracking number provided via the carrier's website (fedex.com or ups.com).

INTERNATIONAL SHIPPING

We do not currently offer international shipping. Orders must ship to addresses within the continental United States only.

CONTACT US

For shipping questions or issues, please contact us:

Email: info@xoomfoods.com
Response time: Within 3 business days

Please note: We do not offer phone support. All shipping inquiries must be submitted via email.

When contacting us about shipping issues, please include:

  • Your order number
  • Tracking number (if available)
  • Email and phone number used for the order
  • Detailed description of the issue
  • Photos (if reporting damage)

CHANGES TO SHIPPING POLICY

We reserve the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our Services following any changes constitutes acceptance of the updated policy.

XOOM FOODS LLC
8 Germay Dr, Unit D
Wilmington, DE 19804
Email: info@xoomfoods.com

Please note: To keep costs low and pass savings to our customers, we do not offer phone support. All inquiries must be submitted via email for prompt attention.