Frequently Asked Questions
How do I place an order?
You can place an order online at www.rockford.express, download the Five Star Food Express app or call 616-863-7857 and one of our customer service representatives will assist you with placing your order.
How much is delivery?
The Rockford Food Express Delivery Fee ranges based on delivery distance. Should you choose to order from more than 1 restaurant, an additional $5.00 will be added to the delivery fee for EACH restaurant. Additionally, a percentage based service fee is applied to the purchase price of your items.
How do I tip the driver?
Our drivers use their own vehicles and gas. They work hard to assure that your meal is delivered to you promptly and professionally. As with all food service wait staff, they rely on tips as their major source of income. Unlike restaurant wait staff, our drivers do not serve multiple tables. They dedicate themselves exclusively to your order. The entire delivery process for our drivers from start to finish can take up to one hour.
A 18-20% gratuity is suggested on all orders. Our drivers sincerely appreciate your generous consideration.
Whether you are paying with a credit card or cash, the tip may be added to your total or you may choose to tip in cash.
Do you take coupons or gift cards from restaurants?
Unfortunatly we do not.
How long does it take for delivery?
We typically quote up to one hour for deliveries. However, this time may vary based on time of day, volume of orders and/or resaurant ordered from. Some restaurants have longer wait times of which is out of our control. Multi-Orders will take a minimum of 60 minutes. We recommend that large orders be placed at least the day before. You can also place an advanced order by choosing a later time and/or day. This can be done for days, weeks, or even months in advance. Please note, when choosing a time for advanced delivery, we will do our best to get the food there at the selected time, but delivery time could vary 15 minutes.
What are my payment options?
* Corporate: Cash, Credit Card
* Residential/Hotel: Cash, Credit Card
If you are paying with cash and have a bill larger than $50.00, you must either leave a note in your online order or tell us over the phone. Our affiliated self-employed drivers do not carry enough change to break large bills without notice.
We accept Cash, Visa, MasterCard, Discover American Express.
Can I order from a restaurant outside my service zone?
Service zones are limited to ensure that your order is delivered in a timely manner and will always arrive hot, fresh and delicious. Catering or larger orders are placed in advance and may be available for restaurants outside the service area for an additional fee. Please call a customer service representative will assist you with your request.
Can I cancel my order?
Orders cannot be canceled once they have been placed with the restaurant. If you need to cancel or make changes to an advanced order, call and a manager will assist you.
I have a problem with my order, what should I do?
If there are any problems with your order, you must call us within 15 minutes of the order being delivered. We will confirm with the restaurant regarding the mistake. Once we verify with the restaurant that the problem was on their end, we will either coordinate with your self-employed delivery professional to re-deliver the missing/incorrect item, or refund you the amount. If your delivery professional has to re-deliver, you must give the driver the incorrect item. If the incorrect item is not provided or was correct after inspection, you will be charged for both items.
We do not issue refunds for orders. Should you have an issue with your food, we will be happy to speak with the restaurant to assist in a refund. We are contractually obligated to not refund any orders without consent from the restaurant.
Can I order Drinks?
Unfortunately we do not currently deliver drinks other than certain menus in which it is available.