Frequently Asked Questions
General Questions
How does this service work?
Chef Direct is an online food service marketplace. Once you’re an approved customer, you can log into our web portal, browse our product listings, and place your order. You’ll be assigned a sales representative who will guide you through the online portal process.
What islands do you serve?
We are currently operational in Exuma. We plan to expand our services to Eleuthera, Abaco, and New Providence within the next 12 months. Subscribe to our updates to find out when these locations become available!
Where are you located?
We are a digital business with no physical location. Our corporate address is AML Foods, #20 University Blvd, Nassau, Bahamas.
Do you have a physical location?
No, we are solely a digital business.
Orders & Delivery
How can I place an order?
To place an order, create an account by submitting our New Account Request form. Once your account is approved, typically within 3-5 business days, one of our representatives will contact you.
What are your delivery areas? (Exuma)
We deliver island-wide in mainland Exuma.
What are your delivery days/times? (Exuma)
We deliver twice per week.
- For orders placed for Monday arrival in Exuma, you will receive your order by Monday afternoon or Tuesday morning.
- For orders placed for Friday arrival in Exuma, you will receive your order by Friday afternoon or Saturday morning.
Your sales representative will keep you updated on any shipping delays.
What are the lead times for orders? (Exuma)
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Monday afternoon or Tuesday morning delivery: Order by Monday at 12pm, 7 days prior.
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Friday afternoon or Saturday morning delivery: Order by Saturday at 12pm, 7 days prior.
How can I track my order?
You will receive real-time updates via email when your order is processed, packed, and shipped. Your sales rep will provide on-the-ground delivery updates.
How do you handle returns/refunds?
If you receive a damaged or defective product, submit a claim to your sales representative within 24 hours. After review, a credit will be applied to your account for use on your next order.
How can I cancel an order?
You can cancel an order within 24 – 48 hours from our final cut-off time without penalty. Your sales representative will assist you with the cut-off times.
What happens if a shipment is delayed?
In the event of a potential shipping delay, we will notify you via email or phone call, and provide you with updated shipping times and new estimated arrival dates.
Payment
What forms of payment do you accept?
We accept online bank transfers or credit/debit card payments. We do not accept cash, as we do not have a physical location.
How can I pay online?
You can pay online via bank transfer to our RBC or CIBC accounts or by using your credit/debit card through our online payment link.
When do I pay for my order?
- COD (Cash on Delivery) customers: Payment must be submitted at the time of receipt. Failure to pay upon receipt may result in order cancellation and potential suspension or ban from the Chef Direct portal.
- Customers with terms: Payment must be made within the agreed timeframe. Late payments may result in interest, penalties, and/or legal action. Overdue accounts will lose access to the portal until payment is brought up to date.
For any other questions regarding bill payments, please contact our Finance department at credit@chefdirectfoods.com
Customers
Do I need an account to place an order with Chef Direct?
Yes, you need to be an approved customer with account login details to place an order with Chef Direct. A member of our finance team will send you an email within 3-5 business days after completing our New Account Request Application if you are approved as a customer.
Customer Support
How can I contact customer support?
The fastest way to contact support is by contacting your assigned Sales Representative directly via phone call or email. If you need additional support, you can contact customerservice@chefdirectfoods.com. It typically takes 1-2 business days to receive a response from Customer Service.
What are your customer support hours?
Our office customer support hours are Monday – Friday, 9am – 5pm. Your sales representative can be contacted outside of these hours if necessary.
Products
What types of products do you offer?
Chef Direct offers over 6,000 products from various categories, including Produce, Meat & Seafood, Dairy & Eggs, Restaurant Supplies, Bakery & Bread, Beverages, and Frozen Food. All products are shown with the final landed prices in the online web portal.
How can I place an order for a specialty product?
You can only place orders for products displayed in the web portal. However, if you would like to recommend a special product, please contact your sales representative or email customerservice@chefdirectfoods.com
