online food pantry faqs

The following FAQs address some of the most common questions we receive from customers regarding our food pantries in northern Illinois. Please do not hesitate to contact us directly for more information here.

For New Customers

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 self-identify that you are in need of grocery 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.

Start by visiting the Order Window Page to find your nearest pick up location (or Home Delivery option) and when its order window opens each week.  Next, check the Availability Calendar to see if your preferred location is displayed and still open to receive orders.  If your preferred location is open to receive orders, then proceed to the Shop Now button to begin shopping!  

After selecting your chosen items and adding them to your shopping cart, click the “Proceed to Checkout” button.  At the checkout screen, input the required information, select your preferred location and date, and click the “Place Order” button.  *You’ll know your order was successfully submitted if the order number is displayed on the following page.

There are a few reasons why your preferred location and date are not displayed on the Availability Calendar: 1) the specific date has not opened for orders yet, 2) all spots are full, or 3) the order window has closed for processing.  Unfortunately, there are some locations whose order spots become full within hours of its order window opening.  Sites that have become full or whose order window has closed are displayed at the top of the Home Page.

Each pick up location or home delivery option has a different day and time each week when orders can begin to be placed.  These order windows are listed on our Order Window page.  

Having order windows allows our computer systems and Production Team the time needed to accurately process, pack, and transport each order.  

Orders are placed about one week ahead of time in order to provide our computer systems and Production Team the needed time to process, pack, and transport each order from our Northern Illinois Food Bank headquarters in Geneva.

As we can only fulfill a limited number of orders for each distribution date and location, shopping on My Pantry Express is limited to once a week per family. If multiple orders are submitted for the same week under the same name and e-mail address, we will automatically cancel any additional orders. 

Yes, as long as the order window is open for your preferred location and date and spots are still available, feel free to call our My Pantry Express Support Line at 630 443 6914*If a live person is not available, please leave a voicemail or email us at support@mypantryexpress.org.

Yes.  When placing an order for someone else, please make sure the name, email address, and phone number are unique to that order. If not, the order may be flagged as a duplicate and cancelled.

An account is not required to place an order. Although, creating an account does allow you to review your order history and cancel an order with ease.

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, pick-up date, and location can be found towards the top of the confirmation, right before the details of your order are listed.  *Feel free to call us at 630 443 6914 or email support@mypantryexpress.org if you cannot find your order number.

We would greatly appreciate any heads up if your ability to pick up your order changes! Please contact 630.443.6914 OR support@mypantryexpress.org for any questions or concerns regarding your order.  While it is best to arrive at your scheduled pick up time, you can still pick up your order anytime during the distribution hours of the site.  Unfortunately, after the distribution has closed, all orders not picked up are given out to local neighbors and/or agencies.

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

Please call or email us at 630.443.6914 or support@mypantryexpress.org 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.

Please contact 630.443.6914 or support@mypantryexpress.org 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 support@mypantryexpress.org.

Delivery Questions

We currently offer delivery in Kane County, Lake County, and Will County.

Currently, we can only accommodate those within a 14-mile radius of each location listed on the website as a “delivery location”. Please see mypantryexpress.org/locations to view the address of each delivery location. If the address you submit is outside of our delivery radius, or if we do not receive your address, we will automatically cancel your order. If we cancel your order, we will send you an email letting you know about the cancellation before your scheduled delivery date.

To order for delivery, submit an order at one of the locations named “Delivery”. At this time, we only offer delivery from locations that are named “Delivery”: “Joliet- Home Delivery,” “Geneva- Home Delivery,” and “Lake County- Home Delivery.” Then choose the items you need for the week, and submit your order. After you submit your order, read your confirmation email carefully and submit your address every time you order.

Please be sure to read your confirmation email carefully and submit your address every time you order. 

Deliveries through My Pantry Express are completely free! My Pantry Express and Northern Illinois Food Bank, in partnership with DoorDash, cover all fees, including tip.

You are welcome to order weekly!

As an account holder, you can find the appropriate order and click “cancel”. Cancellations must be made 3 business days before the pick-up date. For cancellations after that time, or if you do not have an account, please email us with the date of your order and your order number. You order must be cancelled 4 hours before the scheduled delivery. Orders cancelled within 4 hours of the delivery time will still be delivered.

You may only order from My Pantry Express once a week- this includes either one delivery OR one pick-up.

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.

While you may view your order history, changes cannot be made to orders that are being processed.  You may cancel your order if it is still being processed and re-submit another order if there are spots still available for your preferred location.

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.