Help
Customer support
For orders, shipping, membership, product questions or account support, email info@buonprimo.com or use the form below. Include your order number, the email used at checkout and a short description of the issue. If the question concerns a product, include the recipe name and lot or best-before information when available.
Our mailing address is Facchini Food Services LLC, 10 Times Square, 22nd Floor, New York, NY 10018. This is a mailing address; please do not send products there or visit for collection unless we have arranged it with you.
Where is my order?
Use the tracking link in your shipping email or sign in to view the order. A payment receipt means the payment was recorded; a shipping confirmation means the order has been dispatched. Carrier scans and estimated delivery dates may update at different times.
Contact us if the package is overdue or tracking appears incorrect.
Can I change or cancel an order?
Contact us promptly with your order number. If the shipment can still be stopped, we will cancel it with a full refund and no cancellation fee, including the original delivery charge and tax when the whole unshipped order is cancelled. We cannot promise a change once fulfillment is underway.
After dispatch, we do not accept change-of-mind food returns, though remedies remain available for damaged, incorrect, missing, defective or unsafe products. Cancelling a meal order and cancelling membership renewal are separate actions.
My delivery is damaged or incomplete
Please inspect your order upon delivery and report visible damage, incorrect items or missing items within 24 hours; requests received later may still be considered individually at our discretion. Keep the packaging and take photographs if it is safe to do so.
Do not eat a meal if its seal is broken, the container is swollen or leaking, or the food appears unsafe. We will investigate and arrange the appropriate remedy. Do not return food unless we give instructions.
Does the food need refrigeration?
Our shelf-stable products can be stored unopened at room temperature in the conditions stated on the product label. Shelf life: 12–24 months, depending on the recipe. Shelf life is measured from production and is not a promise of that many months remaining when delivered.
Keep packages away from excessive heat and follow the printed storage, preparation and after-opening instructions.
What about allergens and dietary preferences?
Read the ingredients and allergen statement for the exact recipe and package. A vegetarian meal is not necessarily vegan, dairy-free, egg-free or gluten-free.
If information is missing or unclear, ask us before ordering or eating the product. Recipe photographs and serving suggestions do not establish ingredients or dietary suitability.
How do I manage membership?
Sign in to your account to see your plan, renewal date, paid-through date, benefits and reward balance. You can turn off renewal online.
If you cannot access your account, email us for help cancelling. Deleting an app from your phone does not cancel a subscription.
How do campus orders work?
An approved organiser coordinates a group of at least 100 paid meals, collects participant payments separately and pays Buon Primo for the consolidated order. The group page identifies the organiser, deadline and distribution instructions.
A participant payment recorded by an organiser is not a payment received by Buon Primo.
I want to buy for my business
Submit a wholesale or distributor inquiry and you will receive an acknowledgment. Our team can then send a secure business application.
An inquiry acknowledgment, application invitation or approved business account does not itself grant credit, tax exemption or a distribution territory.
I want investor information
Use the Investors request form. Confidential materials require review, a completed NDA and specific access permission.
Requesting information does not reserve an investment or commit either party to a transaction.