Questions, answered plainly
- Does City Kitch take my order or my payment?
- No. City Kitch is a connector, not a middleman. Tapping Order Now takes you to that brand's own ordering page, and a quote request goes straight to the vendor. They quote, confirm, cook, and take payment. We make the introduction and then get out of the way.
- Who do I contact if something goes wrong with my order?
- The vendor. They took the order and they own the fulfilment. Their phone number and email are on their profile. If you think a City Kitch member has behaved badly, tell us as well — membership standards are ours to enforce.
- How fast will a vendor reply to my event request?
- Most reply within four hours. Members carrying the Fast Responder badge have answered at least 90% of leads within 24 hours over the last 60 days, so those are a safer bet when you're short on time.
- How many vendors can I send one event to?
- Up to five. That's a deliberate cap — beyond five you're fielding a call centre, and each vendor's odds get thin enough that they stop replying carefully.
- Why is a kitchen showing as closed when its website says otherwise?
- We compute status live in Eastern time from the hours each member gives us, including split shifts, last call, and holiday closures. If a listing looks wrong, the vendor's own page is the source of truth — and please tell us so we can get it fixed.
- What does 'last call' mean on a listing?
- Some kitchens stop accepting orders before they stop cooking — twenty or thirty minutes before close is common. Where a member has told us their last call, we show it, and we disable ordering once it passes rather than letting you place an order nobody will make.
- How do reviews work?
- Anyone who has ordered or booked can leave one. Reviews go through moderation before publishing, and email addresses, phone numbers, and links are stripped automatically. A Verified badge means the review is tied to a confirmed booking or order. Vendors get one public reply per review.
- I'm a City Kitch member. What does a listing cost?
- A directory listing is included with membership. There is no per-lead fee and no commission on anything you book through it.
- Can I list here without renting kitchen space?
- No. The directory markets businesses that cook out of a City Kitch. That's what makes it a family rather than a listings site.
Something not covered here? Ask us directly →