How do I update my credit card information?
This one is easy! If you signed up after 12/8/2016 (and you're not on the Small Plan), you can update your details by visiting this link. If you signed up before that time (or you are on the Small Plan), you can visit this link to update your details. If you have issues, simply contact us and we'll be able to point you in the right direction.
How does Fishbox work?
Once you sign up, we’ll send you an email with instructions on using the service along with your unique Fishbox address. When you place an order online, use this unique address as the shipping destination for your package. Once we receive your package, we’ll send you a text message letting you know that we received it. We’ll then either set up a convenient 2-hour window to deliver the package or you can swing by our office to pick it up.
Where does Fishbox deliver?
We serve pretty much all of Center City, Graduate Hospital and North Philly (including Fishtown and NoLibs.) Check out our service areas page here to see if we service your zip code.
When does Fishbox deliver?
We deliver Monday-Friday between the hours of 7pm-10pm (8pm-10pm in select areas). We also observe most holidays and will be closed whenever the post office is closed. Visit our Yelp page to see our updated holiday hours. We are also open for in-store pickup Monday-Friday 9am-6pm and on Saturdays 9am-2pm.
What happens if I miss my delivery window?
Delivering your packages on time is a big deal for us, but we understand that things come up. If you have to cancel your delivery window, please do so as soon as you can via text. If we attempt to deliver and you’re not home, there will be a $9 charge and we'll attempt to deliver the next day.
I'm on vacation right now. How long will you hold my packages?
We will hold your packages for up to 30 days. If you know that you’re going to be out of town, let us know and we can hold them longer (charges may apply).
I'm on the older Small/Medium Plans. Can I come to the store and pick up my packages?
Absolutely, but there is a charge for this service. If you're on the Small Plan, the cost is $5 for the first package and $2 for each additional package. If you're on the Medium Plan, the cost is $3 for the first package and $1 for each additional package. If you're on the Large Plan, the cost for pickup is free. If you'd like to get unlimited free in-store package pickup, the Ease Plan would be your best bet.
Are there any package size restrictions?
To ensure that we can fit all of the packages in our vehicle, we have a few size restrictions. If you have a question about your package, please contact us before your purchase. Also, if you have multiple large packages that require a bigger vehicle, there will be a $50 flat fee to rent one. Each of these charges is in addition to any per packages costs associated with your plan. There are no size restrictions for in-store pickup.
- 48 inches - 59 inches on any side - $10
- 60 inches - 71 inches on any side - $20
- 72 inches - 83 inches on any side - $30
- 84 inches - 96 inches on any side - $40
- 40lbs - 49lbs - $5
- 50lbs - 59lbs - $10
- 60lbs - 69lbs - $20
- 70lbs - 79lbs - $30
- 80lbs - 89lbs - $40
- 90lbs - 100lbs - $50
- Unfortunately, we don't deliver packages over 100lbs at this time
- If we have to bring another driver to help lift a package, there will be a $20 flat fee
Can you accept packages that require signatures?
Yes. Also, we are over 21, so we can accept alcohol deliveries. However, we will ask for identification if the package requires you to be over 21 years of age.
Are your payments secure?
Indeed they are! Stripe powers our payment system’s back end and they have worked tirelessly to ensure that their tool is secure. We also use HTTPS, which is a secure communications protocol, on each of our pages to ensure that none of your sensitive data is exposed.
How do I cancel my subscription?
We will surely miss serving you! If you signed up recently, you can use the Moonclerk link that was emailed to you when you first signed up for the service. If not, simply submit your request here and we will process your request the same day.