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

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.

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 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.

We would greatly appreciate any heads up if your ability to pick up your order changes! Please contact 630.443.6914 OR 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 the order number to pick up your groceries.

Please call or email us at 630.443.6914 or 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 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

Delivery Questions

We currently offer delivery in Kane County, Lake County, Will County, and Winnebago 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 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”, “Rockford- 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.