Frequently Asked Questions


Who are you guys?

Pepper is a team of builders from Uber Eats, Google, and Smashburger on a mission to design a better way for restaurants and suppliers to work together. Our mobile app, launched earlier this year, offers a fast, reliable, and free-to-use solution for restaurants to purchase ingredients, instantly connect with suppliers, and access the data needed to power their businesses all in one place. 

In response to the unprecedented changes brought on by the outbreak of COVID-19, our team is committed to doing everything we can to help our restaurant and food supply wholesaler partners adapt during this extremely challenging time—starting with leveraging our manpower and operational resources to help restaurant wholesale suppliers open up their inventory for home deliveries to the general public.

Our hope is that this service not only provides a convenient online ordering option for our friends, families, and neighbors to purchase fresh food and kitchen essentials while staying put at home, but also helps protect the integrity of a diverse food supply chain by keeping our community’s favorite local food supply vendors in business. 

How do I place an order?
  1. Start on the homepage and input your delivery address to view the selection of wholesale suppliers that deliver to your area. Click on a supplier name to enter their online store, noting their order minimum. 
  2. Inside a supplier’s online store, shop by category to add the items you need to your cart. Use the search function at the top of each category page to check the availability of any specific products you're looking for. 
  3. When ready for checkout, click on the shopping cart icon in the top right corner of the page to review order details, select you preferred delivery date, and submit. 
  4. A receipt with your order details will be sent to your email address once the order has been confirmed by the supplier.
Do you have an order minimum? 

Each supplier on our site will have their own order minimum, meaning that a purchase total must equal or exceed that number in order to be processed. Order minimums can be viewed on our homepage under each supplier’s name or at the top of each supplier’s online store page. 

    How does payment work?

    You’ll be prompted to enter your credit card information during checkout. All major credit cards are accepted for purchase. 

    When will my orders be delivered? 

    Each supplier on our site will have their own delivery days. You can choose your desired delivery date based on supplier availability displayed.

    Because of high demand, we ask for your patience and understanding around delivery windows on your selected delivery date. We can assure you though that suppliers will prioritize the most efficient route to make sure your order arrives by 7 PM on your selected delivery date. 

    Can I track my order?
    Real-time tracking updates are unfortunately not available at present, as our suppliers are used to working commercially without these kinds of features and are often piloting direct-to-consumer delivery with us for the first time. You can expect your order to be delivered by 7 PM on your selected delivery date.

    While we wish we could provide more specific delivery windows, our suppliers are doing their very best to get food out to the community as quickly as possible while simultaneously balancing deliveries to essential workers and services on the front lines of the pandemic.

    If your delivery does not arrive by the end of the day, our team can be reached via email at customer-support@usepepper.com. Delivery drivers will text you at the number provided during check out when they've arrived and leave the package at your door unless you specify alternative drop-off instructions. 

    Can I modify my order after it’s been placed? 

    No, unfortunately we cannot accommodate modifications on orders at present, due to the operational requirements our suppliers have to keep running and delivering orders on time. To avoid an issue with your order, please ensure that the items in your cart, shipping address, delivery date, phone number, email address, and delivery instructions are finalized and correct before you click submit on a new order.

    In light of COVID-19, is it possible to receive a contactless delivery?
    Yes, all of the suppliers we work with are committed to fulfilling orders with contactless deliveries. You can provide instructions about where to leave your items when placing your order online. Additionally, the delivery driver will text you when they arrive on your delivery day, so you can further coordinate directly with them.

    What if something goes wrong with my order? 

    Reach out to us via email at customer-support@usepepper.com and we’ll work with you to get the issue resolved as quickly as possible. Please note: we cannot accommodate order modifications at this time. We also do not have real-time tracking available on orders that have not yet been delivered and will not be able to provide an update on that status of your order unless it fails to arrive by 7 PM on your selected date of delivery. 

    Why did an item in my order not arrive when it appeared as "in stock" on the website?
    While our team does its very best to make sure all items marked as available on the site are in stock from our suppliers, the availability of certain items changes day-to-day and can sometimes shift overnight due to sourcing issues (fresh fish, for example, is an item that may have fluctuating inventory right now due to sourcing delays caused by COVID-19). Because of this, it will not always be possible to know at the time of purchase whether specific products like these will be stocked to fulfill your order on the date of delivery. Please note: if there is ever a missing item in your order, we will proactively work with the supplier and issue refunds for the item in question.

    What is your refund policy?

    In the event that items in your order are missing, incorrect, or of poor quality (ie. expired, spoiled, or damaged), we will work with you to issue a refund. We will issue refunds for requests submitted up to 3 days after the delivery date. We unfortunately cannot issue refunds for requests submitted after this period due to the perishable nature of the goods, so please submit any necessary refund request to our team at customer-support@usepepper.com as close to after your order is delivered as possible. 

    When can I expect my refund?

    Once our support team receives and approves your refund request, we typically approve the refund within 48 hours, and you can expect it to return to your original form of payment within 7-10 business days.

    Why do prices fluctuate on some of your items?

    For certain items (ex: produce), prices fluctuate hourly based on seasonality and supply. We unfortunately cannot honor applying a future price on a past ordered item if different than the amount you originally paid.