FAQ
What is PineMelon and how does it work?
PineMelon is an online grocery delivery service founded and based in Denver, Colorado. We partner with local farmers, ranchers and producers to deliver the best in local groceries directly to your door.We believe a strong local food ecosystem is essential. Our daily food choices impact our health, communities, and the environment. Every community deserves a balanced, sustainable food system, and supporting local farmers and independent producers is key to making that happen. All you have to do is browse our fresh and locally curated selection, add your items to the cart, and pick your delivery date at checkout. You can shop using our app (download on the Apple Store or Google Play) or on our website. We don’t have a physical store, so all ordering happens online. Just make sure to place your order by 6 AM on the day of delivery!
What is your delivery area?
We proudly deliver to neighborhoods throughout the Denver, Longmont, Parker, and Boulder regions. To find out if we deliver to your address, just enter your address at checkout or contact us—we’re happy to assist!
What are your available delivery hours and days?
We deliver to most of our service area 6 days a week. Deliveries are made by 5pm, and typically occur from 11am-5pm. Customers review a notification with estimated time of delivery the morning of the their delivery. We don’t deliver on Wednesdays, as we use that day for restocking, cleaning, and other administrative work. Beyond that, our delivery availability depends on your location. Most of our customers in the Denver metro area have access to delivery 6 days a week, but some customers in areas with lower demand have fewer delivery days so we can ensure all deliveries are made as efficiently as possible.To see which days we deliver to your address, just click on “Next available delivery” on the top of your screen on the web or in the app.
Why don’t you deliver every day, whenever I want?
Our delivery schedule is designed to condense more orders into fewer vans for longer, more efficient delivery routes.
Importantly, our approach allows us to:
1) Reduce our carbon footprint: Eliminating one-use paper bags and establishing more efficient delivery routes allows us to significantly cut our carbon footprint – each of our vans keeps 50+ cars (whether it be Instacart drivers or people driving to the grocery store) off the road!
2) Reach more people with an expanded delivery area: We are happy to announce that we are now serving customers from Longmont to Lone Tree – tell your friends!
3) Secure the future of PineMelon: We’re proud to be a small, local company founded and based right here in Denver. Many local Makers rely on PineMelon as their top source of revenue. If we close our doors, the impact on these Makers will be significant. Additionally, it’s critical to have a local food infrastructure in place in times of crisis. The COVID-19 pandemic proved this, and we want to be here to serve our community in the case of future emergencies. Our approach to delivery absolutely critical if we’re to keep our doors open and continue our work to support and grow Colorado’s local food system.
Thank you so much for your flexibility and patience. If you have any concerns or questions regarding our delivery approach, have any thoughts on other ways we can reduce our carbon footprint or improve our efficiency, please contact our customer service at hello@pinemelon.com or 720.664.9600. All of the changes we’re testing are designed to serve the needs of the majority of our customers, but we understand they may not be the most convenient for every single customer. Regardless, we hope you'll continue to shop with us and support our vision for changing our food system.
How do I give someone instructions for delivery?
On the checkout page, there’s a space to leave delivery instructions for our drivers, but if you need to add or edit those instructions, please contact customer experience at 720-664-9600. Someone from that team will be in touch with the operations team and driver to share the update.
How will my order be delivered?
Your order will be carefully packed in a returnable box, with any chilled or frozen items placed in an insulated bag to maintain the proper temperature. Once packed, your order will be assigned to a driver and loaded securely into their van for delivery. The driver will follow any specific delivery instructions you've provided. After your order has been delivered, you'll receive a text notification confirming its arrival. Don't worry if you aren't home right when we deliver – our insulated boxes will preserve your order.
What do I do with the packaging my order came in?
Please plan to return your packaging with your next order. We will sanitize it and reuse it – it’s very important that you make an effort to return your packaging as it helps us minimize delivery fees and reduces our carbon footprint. Just leave the box and any insulation and ice packs out where our delivery driver will see them and we will pick them up when we deliver your next order. You can collapse the box if you like. If you need to leave your box in an area that may not be obviously apparent to our delivery driver, please make a note in the orders notes of your next order so we can be sure to pick it up.
What if I need to make a change to my order?
All changes can be made before 6AM of the date of your delivery by reaching out to our customer service team via text or email, free of charge. If you’d like to request a refund on any of your items, give us a call and we’d be happy to review your concerns. We understand emergencies happen unexpectedly and aim to assist our customers. For changes made on short notice, a change fee will be applied to cover operational costs. The fee amount may vary depending on the request. Please contact our customer support team for details, and we’ll do our best to assist you.
Can I pick up my groceries?
Yes! Just select the address labeled "Pickup, 5915 Broadway" at checkout. Pickup is available from 2-6pm for all customer 6 days a week (our warehouse is closed on Wednesdays), regardless of where you live. Order by noon for same-day pickup.
How much does delivery cost?
For orders of $60 or greater (before tax) delivery is always free! We charge a delivery fee of $5.95 for all orders under $60.
What is MelonMoney? How can I use it?
MelonMoney is our way of showing appreciation to our MelonClub members. As a MelonClub member, you’ll earn MelonMoney for every purchase, which acts as credit that can be applied to future orders. Your MelonMoney balance will be visible on your account page when you log in, and you’ll continue to accumulate more MelonMoney with each purchase. Join MelonClub to start earning today!
Will I pay the same price on PineMelon that I will at chain store?
Our locally made products may be more expensive than comparable products that are not local, but our prices for these specific products are competitively priced. Local products are often more expensive because they are made in smaller batches by hand, which does not allow for the same economies of scale that industrial scale production can unlock. However, local products tend to be much fresher, healthier, and better for the environment. Plus, supporting local businesses helps improve our local community’s economy, making our city an even better place to live.
Non-local products may be more be expensive than the same products at chain stores. This is because distributors favor bigger stores because those stores represent a higher volume of business. Our prices are a reflection of what our distributors charge us as a small business. However, we often promote deals, particularly for Members, where our prices are lower than the big box stores. Sign up for our email and SMS lists to stay up-to-date on the latest deals.
What extra fees will I be charged when I order from PineMelon?
None! That’s the best part about PineMelon, what you see is what you pay. Of course there are state taxes to be applied but there are no hidden fees. We do place a temporary authorization hold for an amount slightly higher than your order total (surcharge fee); the extra amount is calculated at 15% of your order. This temporary hold is to account for any differences in product substitution and/or actual weight of items that exceed your ordered amount. Your statement will reflect the final order total after order completion upon finished delivery.
Do you accept EBT / SNAP?
At this time we unfortunately do not EBT / SNAP due to resource constraints at this stage. We hope to offer this in the future.
What is MelonClub and how do I become a member?
The MelonClub membership program unlocks epic discounts on hundreds of items, exclusive access to weekly members-only offers, invites to monthly members-only events, and you get 3% back on every single purchase to apply to your next order. While membership is optional, the benefits are hard to resist. Sign up easily online, either through the app or on our website, or directly at checkout. To learn more and join, visit this page or check out the MelonClub Deals page on the website in the app.
How much does the MelonClub membership cost?
Our MelonClub program is an annual membership with a one-time cost of $59.99. You can try it for free for 1-month here >
Do I have to be a MelonClub member to take advantage of the amazing deals?
While our everyday prices are already amazing, you must be a MelonClub member to access these exclusive deals and offers.
Can I apply my most recent purchase to a MelonClub annual membership?
The MelonClub program is separate from regular purchases, so unfortunately your order total cannot be applied towards the cost of a membership.
What are your customer service hours?
Our customer service hours are Monday-Sunday 5:30am - 6pm. If you contact us outside of these hours, we will get back to you within 1 business day.
What should I do if an item is missing from my order?
Please call or email our customer experience team at 720-664-9600 or help@pinemelon.com. A real human in our Denver office will answer the phone and can help guide you through the process of getting your item replaced or refunded.
What should I do if an item is damaged or unsatisfactory?
In the case that something arrives that isn’t to your expectation, take a picture of the item, shoot us a message, and we’ll provide you with a refund. We hope you’ll be satisfied with every purchase and delivery, but please let us know if that’s not the case.
What is your cancellation policy?
You can make cancellations or changes to your order up until 6:00 AM on the day of your delivery. In the event of an emergency requiring cancellation after your order has left our warehouse, we’ll review the situation on a case-by-case basis to determine how we can assist.For assistance, please contact our customer service team at 720-664-9600.