auntieChef.com: Help / FAQs

General FAQs

What is auntieChef?
auntieChef is a new online marketplace where people can buy and sell homestyle food. We're a new start-up on a mission to make food personal again.

Does auntieChef sell food?
No. auntieChef is an online marketplace that provides individual food sellers a venue to sell their products to interested buyers. auntieChef is not involved in any way with the preparation or handling of food, and does not endorse the products or sellers within the marketplace.

What is this sneak preview all about?
Sellers get the first taste of what auntieChef has to offer and can already open their kitchens on the site! Buyers can explore everything that we are still busy whipping up for them and can sign up for our newsletter to get updates about our official launch. You know what they say about "early birds" - sign up today!

Because it's a sneak preview:

You'll notice a few "demo kitchens" on the site. They're there to show you what an actual kitchen looks like. But look around - as sellers open kitchens, they'll be listed on the site as well!
No orders can be placed yet (yes, we can't wait either!)
There is limited community page functionality
There will be some bugs in the system - send us FEEDback so that we can improve!

What do you mean by "homestyle"? How is the food I get on auntieChef different from restaurant takeout?
We all know the difference the taste of home makes! auntieChef sellers commit to making the kind of food they'd serve to their own family - before the age of fast food, instant meals, and no time to cook! This means they pledge to:

Cook your most delicious dishes
Make meals to-order
Use fresh ingredients

Is auntieChef a food delivery service?
Nope. auntieChef actually doesn't handle the food at all - it's an online marketplace. It's up to the sellers to figure out how to get the food to you (by delivering it themselves, hiring a delivery service, or having the buyer pick up the order).

Does auntieChef hire, screen, or inspect its sellers?
No - although sellers agree to follow the rules and regulations for selling food items before they can sign up to use the site, auntieChef does not hire, screen, or inspect any sellers. Like other online marketplaces out there (think eBay or Etsy), we simply provide a venue and tools for sellers to market their products and process orders. auntieChef does not endorse the products or sellers within the marketplace. Check out our Terms of Use for more details

Don't you ever get tired of using auntieWhatever syntax?
No.

I have a ton of friends who'd be interested in auntieChef - how can I help spread the word?
We love you. Seriously. Especially our Chief Marketing Officer.
There are so many ways for you to tell the world about auntieChef!
Send out emails. Phone a friend. Make a Facebook status update, or become our fan. Tweet away on Twitter. Check out our auntieSpotting buyer and seller referral program.

What if I need to report the content on a page?
Go to the auntiePatrol section at the bottom of the page and click on the "Report this Page" icon to send a note to the auntieChef team.

What if I have ideas for the website or would like another feature?
We're always open to new ideas! You can send us your thoughts by clicking on the FEEDback link at the top of any page on the auntieChef site.

If I need help, who should I contact?
Click on the Contact Us link, or drop us a line at support@auntiechef.com

Buying FAQs

How do I buy food on auntieChef?
It's so simple, even a bunch of MBAs could do it. Search the kitchens to find what you crave, select your favorite dishes, and pay through Amazon Payments. The seller will arrange for delivery/pick-up, and you'll have your amazing homestyle meals, hassle-free!

How much does it cost for me to use auntieChef?
Nothing - using auntieChef is free for buyers! Of course, you've gotta pay for your food orders, but nothing additional.

How do I know if the food on auntieChef is any good?
Check out the ratings and reviews of the seller's kitchen, and make sure you always review a kitchen when you order from one!

Wait, I don't live in Boston - how do I get auntieChef?
Rome wasn't built in a day, people. While our site welcomes sellers all across the US, we're concentrating on Boston initially (New York is in the works!). No sellers in your area just yet? Help us spread the word! Refer great cooks from your community through our auntieSpotting program today.

What is the Amazon A-to-Z guarantee?
When you use Amazon Payments on auntieChef, what you buy and its timely delivery are guaranteed under the Amazon A-to-Z Guarantee, just like when you use the Amazon.com website to buy from the Amazon.com Marketplace sellers. Click here for more information.

What if I have a question about a kitchen (e.g., qualifications, ingredients used)?
On each kitchen profile page, there is a link "Questions for the Cook". You can post all of your questions/comments directly to the cook there. Remember, though - this is a public forum!

What if I don’t see my favorite dish in a kitchen's menu?
Write a comment in the kitchen's "Questions for the Cook" section - the sellers would love to know what you're craving!

What if I have special instructions for the seller?
We got you covered! When you're placing your order, click on the "Special Instructions" link, and enter your instructions. While most special requests are no problem, you should let the seller know what to do in case s/he cannot fulfill your request - prepare the dish as listed in the menu, cancel the dish, or cancel the entire order.

Who writes the kitchen story?
Each seller writes his/her own kitchen story - it’s a great glimpse into the person behind the food.

I'm hungry now. Why do some kitchens require days advanced notice?
Good food takes time to make from scratch! (Try rushing Mom when she's cooking. Actually, on second thought, please don’t). Most auntieChef sellers prepare homestyle meals to-order. Some may be able to accommodate orders immediately, but others need advanced notice - it's part of what makes the food so delicious.

What if a particular kitchen does not deliver to my area?
We encourage you to pick up your order (homestyle food is worth the effort!), or check out other kitchens that offer delivery to your area.

Alternatively, there are quite a few local delivery services that will pick up your order and bring it to your door:

In Boston, we love Metro Pedal Power, which uses cool (and green!) bicycle-powered delivery vehicles. Our friends at MPP are used to delivering perishable food from various catering places in Boston, so check them out! Other delivery services in Boston include: RUNmyERRAND, Fly Over the City, and Breadrunner Courier Services.

How do I know at what address to pick-up my meal?
To protect sellers' privacy, we only show you the pick-up address after you've finished checkout. To get an idea of the general area where you'd be picking up the food, you can see the map on the kitchen Schedule page.

What if I need to reschedule a delivery/pick-up?
Go to your account order page, and click reschedule to pick another time. Since our sellers cook things made-to-order, it's important to give them advanced notice when rescheduling. Please see our Buyer Policy for more.

What if the seller reschedules a delivery/pick-up?
You can either reschedule your order, or cancel. Please see our Buyer Policy for more.

How do I pay for my order?
All payments on auntieChef are made through Amazon Payments. Click here to find out why.

What happens after I place my order?
The auntieChef team sends a rather jubilant note to the seller, informing them of your order. The seller has 24 hours to confirm your order for the delivery/pick-up window you selected, and approve any special instructions.

The seller did not confirm my special instructions. What happens now?
When you enter your special instructions, you can choose what happens if they are not approved - either cancel the entire order, cancel the dish, or continue with the dish as is.

What happens if the seller never responds to my order?
If the seller doesn't respond to your order (within 24 hours), it automatically gets cancelled. Either way, you'll get notified about the status of your order.

What if a confirmed order never got delivered/prepared for pick-up?
Contact the auntieChef team, and tell us about it.

Can I contact sellers directly?
Yes, you can contact the sellers through the "Questions for the Cook" link on the seller's kitchen page.

Selling FAQs

How do I sell food on auntieChef?
Selling on auntieChef is easy! Open your online kitchen, create your menu, tell your friends and watch the orders come in! We help you manage your orders and process transactions.

What is "homestyle" food?
Homestyle food is the type of cooking that you wouldn't mind serving to your own family. By becoming a seller on auntieChef, you are pledging to:

Cook your most delicious dishes
Make meals to order
Use fresh ingredients

Is there a specific "type" of food I have to sell on auntieChef?
Not at all. We welcome and celebrate every type of cuisine and food! Homestyle comes in every flavor, but what's common is authenticity, freshness, and the personal connection you have with the food you serve.

How much does it cost to sell on auntieChef?
We gotta keep the lights on, so we charge a 12% transaction fee on every order. After an initial 6 month free trial period, we also charge a minimal subscription fee of $29.00/month. You get a lot of bang for your buck! There is no long-term commitment; you can cancel your subscription any time. See our seller policy for details.

What are my responsibilities (both legal and otherwise) as a seller on auntieChef?
For the safety of the auntieChef community, it is important that all sellers are both knowledgeable about and adhere to the auntieChef Terms of Use, as well as all laws and regulations applicable to the preparation and sale of food (see more information in our Seller's Guide). Additionally, we expect sellers to respect other auntieChef community members, both buyers and sellers.

Wait, I don't live in Boston - can I still sell on auntieChef?
Of course! While initially we're concentrating our marketing efforts in Boston (with New York on the way!), we're open for business all across the US. Open your online storefront on auntieChef.com today to enjoy easy order management and transaction processing. You'll have your very own URL (www.auntieChef.com/kitchens/my-kitchen-name) that you can use to spread the word about your food business in your community.

How do I get customers to visit my online kitchen?
We're guessing you're excited and proud of opening your new kitchen... so tell all your friends! We have some ready-made marketing materials for you to use if you wish. The auntieChef team is working tirelessly to get as many people as possible excited about the website and buying from the kitchens - help us spread the word!

As a seller, how and when will I be paid?
As soon as you confirm an order, money is deposited into your Amazon Payments account.

What are my options if I want to offer delivery to my customers?
Offering delivery is almost always a good idea - it is the ultimate in convenience for busy customers! You have a few options. You can, of course, do the deliveries yourself, or hire a reliable friend or trusted member of your community to help you out.

Alternatively, there are quite a few local delivery services that will pick up the food from you and deliver it directly to your customers:

In Boston, we love Metro Pedal Power, which uses cool (and green!) bicycle-powered delivery vehicles. Our friends at MPP are used to delivering perishable food from various catering places in Boston, so check them out! Other delivery services in Boston include: RUNmyERRAND, Fly Over the City, and Breadrunner Courier Services.

Can I offer my customers special promotions?
Not just yet, but it's on the horizon! Drop us a line if you think of other features we should be working on, too.

How do I get help/advice on how to improve my business on auntieChef?
You can refer to the auntieChef Seller's Guide, or connect with other sellers in the auntieForum to get tips.

When I'm opening my kitchen, I don’t see the type of cuisine or special diets that I cook, what do I do?
An auntieChef team member spent an entire day on Wikipedia figuring out the cuisine list and what we thought were all the possible special diets, but we totally know we may have missed something. If you don't see what you're looking for, contact us and let us know! In the meantime, you can pick the closest cuisine or diet option; you can always change your selection later!

I have one vegetarian (or kosher, or halal, or gluten free) dish that I make - should I check off "vegetarian"?
No, those labels refer to your entire kitchen. Checking off a box means that every one of your dishes fits that category.

What is the minimum advanced notice?
It's how much time you need to prepare and cook an order - think of getting the ingredients, food prep, cooking, packing. Give yourself enough time (especially in the beginning), but be realistic about the buyers' needs.

I don't see the category for dishes that I'm looking for, what do I do?
For now, fit your dishes in an existing category, and contact the team to let us know what's missing. You can always change the dish category later.

How do I set the price for my dish?
Your prices should reflect your costs (e.g., ingredients, labor) as well as the pricing of other kitchens in your area.

How do I set the minimum order for my kitchen?
Determine what the minimum order size is needed to make it worth it for you to even "turn on the stove" (from a cost perspective).

What does it mean when I set a delivery/pick-up window?
The delivery window is when the food must be delivered to the consumer. Before this occurs, the order must have been prepared, picked up by the delivery service (or by your own car!), and transported to the customer's neighborhood. The pick-up window is when the consumer can swing by to get his/her food.

What if I have overlapping delivery and pick-up schedules?
This is fine, but remember that you may get a delivery order and a pick-up order within the same availability window - you can't be in two places at once, so you'll need to find some help!

Can I change my kitchen name?
You can change it as much as you want prior to opening your kitchen for orders. After your kitchen is open to the public, we recommend that you not change its name unless absolutely necessary. We want search engines to catalogue your kitchen to get you maximum exposure: that’s why we give you your own nifty URL (http://www.auntiechef.com/kitchens/YOUR-KITCHEN-NAME)! Changing your kitchen name means this link to your kitchen will change, and therefore your kitchen's entire web history will no longer be relevant (our CTO is having heart palpitations just thinking about it). We definitely don't want that, do we?

What do you use Amazon Payments for? Do I need a separate Amazon account?
We're proud to use Amazon Payments to process transactions. You'll need to have an Amazon account to use Amazon Payments, but signing up is quick and free. For your added security, we don't collect or store credit card information, bank account or other financially identifying information; instead, we rely on Amazon to do so.

Why do I need to answer buyers' questions?
Buyers are more likely to buy from sellers they trust, and communication is the key to trust!

Is there a way to answer buyers' questions privately?
Nope - we want it all in the open so that the whole community can benefit from the conversation!

What do I need to do when I receive a new order?
When you receive your new order alert, log into your account and either confirm or reject the order. Remember to take into account the delivery/pick-up time, special requests, etc. Then it's time to cook and get the food to your hungry customer!

What happens if I ignore an order?
You must confirm or reject all orders you receive within 24 hours. It's not polite to leave your potential customers in limbo! If you do not respond to a new order within 24 hours, it will be cancelled automatically.

What if I need to cancel an order?
Please don't cancel orders you've already confirmed: you’ll make your customers unhappy, which will make us unhappy. If you really really must, you can cancel your order by going to "manage my orders".

What if I need to reschedule an order delivery/pick-up?
Please don't reschedule orders unless absolutely necessary; your customers are counting on you to follow through! We know that life happens, so if you do need to reschedule, go to "manage my orders".

Account FAQs

Can I change my username?
Nope, usernames can't be changed once registered - they're set in stone. Or in stone-like programming code. However, you can always change your email address in our system.

How do I change my password?
Log in to our account, go to account settings, and change your password.

Can I see my transactions?
You can see purchases on our site. For detailed transaction data (including marketplace fees if you're a seller), check your Amazon Payments account here.

Referral Program FAQs

How do you select which nonprofits to feature on your site?
There is so much need out there, so it was tough to choose. We tried to find local organizations that promote sustainable ways for communities to help themselves. We want to work with a small number of organizations to be able to really make a difference!

Can I request a favorite nonprofit organization of mine to be added to your list?
Tell us about it - we always love hearing from you!

How does this nonprofit referral program work?
For every qualified referred user we get, the auntieChef team donates a small amount to nonprofits! It’s that simple.

I am interested in donating more to one of the nonprofits: how can I do that?
We love it, way to go! Look out for our nonprofits' links from the auntieChef community page - coming soon! Thank you so much!

We would love to get your feedback on the site!

Please report the problem you've encountered:

General FAQs

Buying FAQs

Selling FAQs

Account FAQs

Referral Program FAQs

General FAQs

Buying FAQs

Selling FAQs

Account FAQs

Referral Program FAQs

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Please report the problem you've encountered:

General FAQs

Buying FAQs

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Selling FAQs

Account FAQs

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