Please note:During this unprecedented time, you will experience longer than usual response times from our Customer Experience team. We are working hard to service all inquiries in the order they were received, however, email responses may take 5-10 business days. If you have any questions for us about your recent orders or what we're doing to keep our community of chefs safe, we've hopefully answered them below.
A NOTE ON COVID-19
At Blue Apron, the safety of our customers, employees and community is always our highest priority. Like so many of you, we’re closely monitoring COVID-19, also known as coronavirus.
We take food safety seriously. As an FDA-regulated food manufacturer, we follow a comprehensive food safety program at every step of our operation. We also hold an additional food safety certification under the Safe Quality Food (SQF) Food Safety Code, widely considered to be one of the most rigorous and comprehensive food safety standards in the world.
Under the strict food safety standards already in place, our fulfillment center associates are required to follow “Good Manufacturing Practices” (GMPs), which includes frequent hand washing and wearing appropriate protective equipment whenever they are in the production area. In accordance with current local and federal regulations and guidelines, fulfillment center employees are also required to wear face masks at all times.
We’ve also enhanced our cleaning and disinfecting procedures by developing a COVID-19 Cleaning and Sanitizing Policy, which has been in place since early March. This policy focuses on increasing the frequency of cleaning, disinfecting high-touch areas including areas like bathrooms and break rooms, and additional nightly cleaning and sanitizing of production equipment. These measures were specifically designed to mitigate the spread of COVID-19 to our employees and are being implemented in addition to our existing food safety practices, which you can learn more about on our blog.
In the event that we have an employee who has tested positive for COVID-19, we have additional measures in place that include a deep cleaning of both work and common areas. We also directly notify our employees. If anyone reports to us that they are experiencing symptoms of COVID-19 (or if they outwardly exhibit symptoms), they are asked not to report to the fulfillment center, or if they are at a fulfillment center, they are immediately sent home. In this case, we conduct regular wellness checks with them while they are at home and deploy targeted additional cleanings.
The FDA continues to state that there’s currently no evidence of food, food containers, or food packaging being associated with transmission of COVID-19. However, we believe it’s critical to continue reinforcing our end-to-end food safety measures. We’ll be diligently monitoring COVID-19 and continuing to follow the guidance provided by the FDA, Centers for Disease Control and Prevention (CDC), and local health agencies in the communities in which we operate. Follow the most up-to-date guidance of the CDC and your local agencies as the situation develops—you’ll find the most current information here.
You can learn more about our comprehensive approach to food and employee safety in response to COVID-19 on our blog.
We also want to remind our customers to always wash your hands frequently when handling, preparing and serving food to your family.
Why was my delivery cancelled?
Due to unforeseen limitations in production at our facility, we unfortunately reached capacity for these orders and were unable to fulfill some orders.
This will not be the norm. We’re rapidly working to adapt to demand and serve our customers during this unprecedented time.
Why was my delivery date changed?
We had to change our packing schedules in our facilities to accommodate the sudden increase in demand. To help serve as many people as possible, we shifted some delivery days to avoid cancelling orders.
Why were my recipes changed?
To accommodate the increased demand, we discontinued some of our recipes in order to simplify the fulfillment process in our facilities. This allowed us to pack more boxes than we originally could have, so that we could get more food to more people. If you were scheduled to receive a recipe that was discontinued, we moved a different recipe into its place based on the dietary selections on your account. To update your dietary preferences, go to your dietary selections and add or remove checkmarks as needed. Click ‘Update’ to finalize your selections.
Will Blue Apron continue operating? Will anything change?
Our intent is always to deliver fresh, delicious meals to your door. If there are any changes or disruptions to our service, we’ll notify our customers as soon as possible.
How is COVID-19 affecting Blue Apron’s shipping partners?
Due to increases in overall volume, our shipping partners are experiencing longer than normal ship times. With these carrier constraints, we are seeing more delays than we typically do in the delivery of Blue Apron boxes. We are working closely with our shipping partners to achieve timely deliveries and are notifying our customers of any delays we’re made aware of.
Why can’t I unskip?
Due to Blue Apron’s just-in-time sourcing model, we have a limited quantity of the ingredients for all recipes. If the recipes in a specific week are sold out, it won’t be possible to unskip that week.
Can I still change my recipes?
Absolutely! It won’t be possible to select recipes labeled as ‘sold out’ or ‘discontinued,’ but you can choose any other recipe by following the usual steps.
From our website, scroll to the week you’d like to update on the Upcoming Page and click ‘Change recipes’ on the right side across from the delivery date. Sold out recipes will be indicated with a tag. Click on the plus symbol for the recipes you’d like to add, then click the orange ‘Save’ button in the top right corner. Confirm your choices in the pop up to finalize the change.
From our mobile app, go to the Upcoming tab and swipe to the week you’d like to update. Tap the blue ‘Change recipes’ button near the bottom of the screen. Tap to remove previously selected recipes, then scroll down to add the recipes you’d prefer instead. Once you’ve made your selections, scroll up and tap ‘Save’ in the top right corner.
Why are some recipes appearing as ‘Sold Out’ or ‘Discontinued?’
To accommodate the increased demand, we discontinued some of our recipes to simplify the fulfillment process. These recipes are marked as ‘Discontinued’ on our website. Occasionally an additional recipe will sell out due to demand as well.
Can I donate my Blue Apron box?
Blue Apron has partnered with Feeding America to help customers donate to their COVID-19 Response Fund. You can read more about that here.
I can’t get to my office—how do I pick up my order?
Unfortunately, we’re unable to reroute meal deliveries once they’ve shipped. Local UPS stores may be able to facilitate pickups for your wine deliveries. Please consider creating a UPS MyChoice account to see what options are available in your area.
If you change the delivery date on your account before your next delivery’s ‘Changeable before’ date, we’ll be able to update your address before the package ships. To change your delivery address, follow these instructions:
From our website, go to your Delivery Infoand click ‘Edit’ to enter a new delivery address.
From the mobile app, navigate to your account by tapping the chef’s hat icon in the bottom right. Tap ‘Account settings’ then scroll down to either your Meal or Wine Deliveries section. Tap ‘Edit’ to make changes.
Is COVID-19 transmitted through food? Is my box safe to handle?
According to the CDC, there is currently no evidence indicating that COVID-19 can be passed through food. Additionally, they state there is likely very low risk of spread from food products or packaging. Of course, when handling and preparing food for your families, we recommend always washing hands frequently.
I’m in an at-risk group, is there anything Blue Apron can do for me?
Certain changes we are making will impact every customer. However, we want to provide what stability we can for people who need it most. Those who are elderly, health-care workers, or people in other at-risk groups should reach out to us so we can work to reduce any unexpected changes to your orders.