FAQs

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For New Customers

How do I participate?

Does I [Does my family] qualify?

Many people do not have the resources to adequately meet all of their basic needs such as housing, food, clothing, education, and healthcare. My Pantry Express is a program that was developed to help households making tough choices about how to spend limited resources to increase the quality, variety, quantity, and desirability of food in the household.

Eligibility is based on self-identified need. We do not have restrictions based on income, residency, SNAP [food stamps] eligibility, or any other specific criteria. You are welcome to shop if you are currently in need of access to more food.

Why do I have to attest to currently being in need of food assistance?

The Food Bank is dedicated to serving people making tough choices about how to spend their limited resources to adequately meet all of their basic needs. In order to maintain our non-profit status, the IRS requires that we are intentional about how and to whom our food is distributed. By attesting, you acknowledge you are in need of our services.

We never sell any information that we collect. For more details, please see our Privacy Policy.

My Pantry Express is accessible online at www.mypantryexpress.org anytime, anywhere you have internet connectivity—whether from your desktop or mobile device.

In the upper, right hand corner there is a drop down box. Click on the down arrow and choose your preferred language.

Not at this time. Various pickup locations are currently being tested (retailer, school, community center), and are subject to change.

Northern Illinois Food Bank is always evaluating the effectiveness of the program. If different pickup times/locations will be offered, we will communicate that to clients of My Pantry Express.

If the pickup times and/or locations currently offered do not work for you, please visit Northern Illinois Food Bank’s website at www.SolveHungerToday.org/GetHelp to locate the Food Pantry or an onsite feeding program nearest you.

We will email and call with a reminder. Please contact 630-443-6393 or [email protected] for any questions or concerns regarding your order.

Please bring your order confirmation number.  It can be found right before the item details of your order in the confirmation email you will receive after submitting your order.

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You do not need to bring shopping bags for your groceries—your order will come in grocery bags.

No, the shopping list may not always be the same. However, Northern Illinois Food Bank will work to provide pantry staples, dairy, frozen meats and fresh produce each week.

There will be approximately 35 items available to choose from, including milk, assorted fresh produce, frozen meats, canned foods and more.

How many items can I include on my order?
Each item offered has a capacity that is listed on the website.

You can order weekly through My Pantry Express, however, there is a maximum capacity on the number of orders we can fulfill at this time, each week. Our goal is to gradually increase the order capacity as the pilot continues. If we reach the capacity, we will be unable to accept any more orders. We will announce on the website when the order window will re-open for upcoming dates, and we encourage you to check back on the website to submit a new order.

Your order must be submitted three business days (Monday – Friday) before your scheduled pick up, excluding holidays.

At this time, we’re collecting your name, phone number, email and zip code. At times we may ask if you’d be willing to participate in a survey or focus group to evaluate the program. This is optional.

After you submit your order, an email confirmation will be sent to the email address you entered at checkout.  Please keep it for your records until you pick up your order.

If you don't receive an email confirmation within 24 hours of placing your order, please check your junk or spam email folder.  If it is not anywhere in your email account, please contact 630.443.6914 or [email protected]

Please contact 630.443.6914 or [email protected] for any questions or concerns regarding your order as soon as possible. 

After you submit your order, a confirmation email will be sent to you, you can find the day or location of your pick up towards the bottom of the confirmation email:

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For Current Customers

Not at this time. Various pickup locations are currently being tested (retailer, school, community center), and are subject to change.

Northern Illinois Food Bank is always evaluating the effectiveness of the program. If different pickup times/locations will be offered, we will communicate that to clients of My Pantry Express.

If the pickup times and/or locations currently offered do not work for you, please visit Northern Illinois Food Bank’s website at www.SolveHungerToday.org/GetHelp to locate the Food Pantry or an onsite feeding program nearest you.

Remember to save your confirmation email after you initially submit your order; your order number can be found towards the top of the confirmation, right before the details of your order are listed.

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We would greatly appreciate any heads up if your ability to pick up your order changes! Please contact 630.443.6914 OR suppor[email protected] for any questions or concerns regarding your order.

Yes. They will need the order number to pick up your groceries.

Please call or email us at 630.443.6914 or [email protected] as soon as possible to let us know.

You can cancel your order, if you know you will NOT be able to make the pickup, we would appreciate if you could notify us so we can plan accordingly.  You are welcome to submit a new order at your convenience. 

This is also extremely helpful especially because we can only fulfill a certain number of orders for each pick up site, so if you are not able to pick up your order, we can offer the spot to another My Pantry Express shopper.

No, please choose the pickup location you are able to pick up from, we are not able to change your pickup options or reschedule your order, after it has been submitted.

The shopping list may not always be the same. However, Northern Illinois Food Bank will work to provide pantry staples, dairy, frozen meats and fresh produce each week.

We’re not able to fulfill specific requests at this time, however, we value your feedback as we look to expand our offerings. Please share your suggestions with us anytime at [email protected]. Doing so will only help us improve the My Pantry Express experience in the future!

Please contact 630.443.6914 or [email protected] for any questions or concerns regarding your order as soon as possible. 

If you don't receive an email confirmation within 24 hours of placing your order, please check your junk or spam email folder.  If it is not anywhere in your email account, please contact 630.443.6914 or [email protected].

After you submit your order, a confirmation email will be sent to you, you can find the day or location of your pick up towards the bottom of the confirmation email:

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For Account Holders

You need a valid email address, a valid phone number, and a password.

Click on the “Lost your password?” link on the login page and you will be able to reset your password.

Go to your account dashboard and your account number will be listed there.

After you log in, click on “Account Details” on the left side menu. Account information can be edited there.

After you have logged in, click on “Orders” on the left side menu.

View your order history, find the appropriate order, and click “edit”. Changes must be made 3 business days before the pick-up date.

View your order history, find the appropriate order, and click “cancel”. Cancellations must be made 3 business days before the pick-up date. Any cancellations after that time, please email us with the date of your order and your order number.

You can order weekly through My Pantry Express, however, there is a maximum capacity on the number of orders we can fulfill at this time, each week.  Our goal is to gradually increase the order capacity as the pilot continues. If we reach the capacity, we will be unable to accept any more orders.  We will announce on the website when the order window will re-open for upcoming dates, and we encourage you to check back on the website to submit a new order.

View your order history, find the appropriate order, and click “Order Again”. If you would like to see what else is available, click on “Shop”. Then proceed as usual. Please note, this feature does not guarantee previously ordered items are in stock. Be sure to check your cart before checkout.