Pickup & Delivery

Delivery & Pickup

Everything you need to know about how your meals travel from partner kitchens to your office — including service windows, the full delivery process, driver pickup procedures, and how to report issues.

1. Delivery Overview

Service windows & cutoff times

Service area

WeBox currently delivers to teams in San Jose, San Francisco, San Carlos, and Sunnyvale. For the most up-to-date coverage map, visit webox.com/serviceArea.

Order tracking

After checkout, a real-time tracking link is sent via email or Slack integration. You can monitor driver location, estimated arrival time, and live status updates throughout the delivery.

2. How Your Order Travels — End to End

Every WeBox delivery goes through five stages from order placement to drop-off.

Stage 1 — Order placed

Your order is confirmed and transmitted to partner restaurants. Each individual item is assigned a unique QR label that ties the meal to your order and delivery address.

Stage 2 — Driver pickup

A WeBox driver arrives at the partner restaurant within the assigned pickup time window. The driver scans a random item label to verify the order, counts all items, and confirms quantities before leaving. If the quantity doesn't match the system record, the driver must re-scan every item to identify discrepancies.

Stage 3 — Hub sorting & consolidation

At the WeBox hub, meals from multiple restaurants are reorganized by order. Each item is scanned and matched to its designated box using a torch label — a printed label that maps meals to specific customers and delivery groups. During this stage:

• Cutlery kits are set up
• Temperature control packs are arranged per box
• Touch labels are applied where needed
• WeBox Mart items are prepared for private-label packaging

Stage 4 — Dispatch & en route

Before departure, the driver scans the first and last box to verify total box count. Real-time GPS tracking begins, and the system monitors driver location throughout the route.

Stage 5 — Drop-off & proof of delivery

Upon arrival at your office, the driver completes the following steps before the delivery is marked complete:

1. Geofence verification — GPS confirms the driver is at the correct address.
2. 3-minute unloading wait — The app enforces a 3-minute countdown before scanning is enabled. This ensures items are physically unloaded before confirmation, preventing false scan-from-vehicle completions.
3. Box scanning — Every box QR code is scanned on-site.
4. Photo upload — A photo of the delivered boxes is uploaded as proof of delivery.
5. Completion confirmed — The driver taps "Complete." Your order is closed.

Temperature handling

Hot and cold items are always kept in separate, dedicated boxes. Hot boxes use hot water packs. Cold boxes use cold code packs. Mixing hot and cold boxes is strictly prohibited at every stage of the process.

3. Driver Pickup Procedures

This section is for WeBox drivers and hub staff using the WeBox Flex App.

Full pickup workflow

Handling pickup exceptions

Quantity mismatch

If the quantity you entered doesn't match the system record, a warning popup appears. Tap Start to re-scan every item individually. The app will display which labels are pending. Once all items are scanned and quantities are confirmed, tap Confirm.

QR code won't scan

Tap Having trouble scanning the QR code? and select the reason:

• Hand-written label
• No label
• QR code cannot be scanned

Then upload a photo and enter the item quantity manually. Tap Submit to complete.

Item confirmed missing

If after re-scanning it is confirmed that an item is missing, follow the system prompts — tap Confirm then Complete. The missing item's label will display on screen. Contact your hub leader immediately.

Partner delay

If the restaurant is not ready within the pickup window, tap Partner Delay, enter the reason, upload a photo, and submit. Do not wait beyond the pickup window without reporting the delay.

4. Hub Sorting Process

After all items are picked up, sorting happens at the hub before dispatch.

Sorting steps

1. In the WeBox Flex App, tap Place Items, then tap Scan Items.
2. The app first displays Meal — scan the QR code on the item.
3. The app then displays Box — locate the correct box using the torch label and scan the box QR code. A "Correct" confirmation appears.
4. If the wrong box is scanned, a warning popup appears. Tap Try Again, find the correct box, and re-scan.
5. After sorting all assigned items, tap Completed and confirm. Note: once confirmed, no further sorting can be submitted for that session.

Torch labels

Torch labels are required before any sorting or dispatch can proceed. They are printed from the WeBox Admin console (Logistics → Torch) and contain the full box layout for the delivery run. A valid torch label must exist before drivers can begin sorting — missing torch labels will block the downstream process.

5. Issues & Exceptions

Missing items

Contact support immediately via chat or at (408) 685-2000. Our team will review the scan logs and delivery photo. A full credit is issued if the missing item is confirmed.

Wrong items delivered

Every box is matched by QR code to a specific customer during sorting. If a wrong-item report is received, we review the driver's scan log. If a driver scanned an incorrect torch label, a penalty is applied to the driver's account and a credit is issued to you.

Damaged or low-quality food

Take a photo and report the issue via chat or email at support@webox.com. We will coordinate with the partner restaurant. A replacement or full refund will be issued based on the investigation outcome.

Delivery not confirmed / driver did not complete

Drivers are required to wait on-site, scan all boxes, and upload a photo before a delivery can be marked complete. If a delivery trail location is not completed by 11:59 PM on the delivery day, an automatic penalty is applied to the driver's record. Contact us if your office received no delivery.

Food allergy concerns

All menus on the WeBox platform include allergen information. If you have a concern about a delivered item, contact support for a full investigation. WeBox follows strict hygiene protocols per California health standards. For custom dietary requests, email support@webox.com.

6. Driver Penalties Reference

The following penalties apply to WeBox drivers for operational errors.

Pickup penalties

Drop-off penalties

Sorting penalty

7. Driver Code of Conduct

The following are zero-tolerance policies. Any violation results in immediate removal from delivery duties.

• No tips. Drivers may not accept tips from clients under any circumstances.
• Do not take anything from client offices. This includes drinks, snacks, coffee, or any other items — hot or cold.
• No leftover meals. Drivers may not take any leftover meals from deliveries, regardless of timing.
• No mixing of hot and cold boxes. Hot and cold boxes must be kept separate at all times.

Uniform

All drivers and hub team members must wear the WeBox vest at all times while on duty. Business casual attire with slip-resistant shoes is required.

Vehicle requirements

Delivery vehicles must be well-maintained (no visible damage), with cargo space cleared of personal belongings, and free of pets or pet hair. For WeBox fleet e-vans, vehicles must be fully charged before use.

8. Contact Us