FAQs
Food Registration
Do I have to register to get food?
Yes, registration is required to receive food from The Pantry. To get started, please complete our online survey at shop.thepantry.org. Simply click the person icon in the top right corner and select “Sign Up.” Once you have filled out all the required questions, you’ll be able to place your first order. After that, you can continue receiving food each week by placing an order.
What is the difference between a food bank, food pantry and soup kitchen?
A food bank is where food is received, sorted,and stored. Food banks then deliver food to food pantries, who distribute the food directly to those in need. A soup kitchen is a place where free prepared meals are provided to those who face food insecurity.
Where does the food pantry get its food from?
We source our food from a variety of partners, including local distributors, community donations, and local farmers across the island. This helps ensure that we can provide fresh, nutritious options to those we serve while supporting our local food system.
Who receives assistance from The Pantry?
The Pantry serves individuals and families facing financial hardship and food insecurity. Our clients come from all walks of life and include hardworking individuals who struggle to make ends meet, as well as those who are unable to provide for their families. We do not have income or background restrictions—if someone feels they cannot afford food, they are welcome to receive assistance. Approximately 30% of our clients are Keiki (children) and 30% are Kupuna (seniors), with many in these groups unable to work due to age or retirement.
What if I am unable to pick up my food during the designated time?
Your confirmation and pick up number will be emailed to you after you “Place Order” in the Shopping section of the website. If you miss your pickup date, we will hold your dry goods until 1:40pm the next distribution day. We cannot hold any refrigerated/frozen items past their original pickup date.
What is a food pantry?
A food pantry is a distribution center where families and individuals in need can get food free of charge. The Pantry by Feeding Hawaii Together utilizes an e-commerce platform where clients can choose their own groceries off of our shop and pickup at their designated time.
Food Pickup
Where do you pick up?
Are there any other requirements for picking up the food I ordered?
Yes, when picking up your order, please have your most recent order number clearly written in large font on a piece of paper. For drive-through orders, place it on your windshield, and for walk-in orders, hold it in your hand. Also, you must adhere to the code of conduct provided in your order confirmation email to receive your order. Failure to follow these guidelines may result in the deactivation of your account privileges.
Can I edit my order after I have placed it?
You can edit your order within 30 minutes of placing it. After 30 minutes, editing will no longer be possible, as we will have already started processing your order. If you miss the 30 minute window and wish to cancel your order, you may do so and place a new order.
Why was my order cancelled?
Your order was cancelled because you didn’t pick it up on time. Upon placing your order, you are assigned a pick up day. We provide
one additional grace day for your pickup, after which point it will be automatically cancelled at 1:40PM on the grace day. We thank you for your understanding.
one additional grace day for your pickup, after which point it will be automatically cancelled at 1:40PM on the grace day. We thank you for your understanding.
I am unable to pick up my order on the assigned date. Can I send a friend/family member/neighbor to pick up for me?
Yes, absolutely! You are welcome to send someone else to pick up your order. Please provide them your order number so that we can find your order when they arrive.
Do I need a car to pick up my order?
No, you do not need a car to pick up your order. We offer both drive-thru and walk-in pickup options. If you’re not picking up your order in a vehicle, please walk to the outside of our warehouse and wait for a volunteer to escort you forward and retrieve your order. For your safety, please be mindful of traffic at all times.
Donation
How do I make a donation?
We welcome donations of all kinds! To make a monetary donation, simply visit our website here. If you’re interested in hosting a food drive or making individual food donations, please contact us at info@thepantry.org for more information. Please note, we are unable to accept non-food item donations.
How do I donate food?
- Truck Full Donations: If you have a large donation (a truck full of food), please contact us at info@thepantry.org, and we’ll arrange a pick-up!
- Smaller Donations (1 box or less): For smaller donations, you may drop them off at our location at 2522 Rose Street.
- Need Assistance or Have Questions?: If you have any questions or need help with your donation, feel free to email us at info@thepantry.org.
Will I get a receipt for my donation?
Yes, Feeding Hawaii together is a 501(c)(3) non –profit organization. All monetary donations are fully deductible to the extent of the law and will be recognized by an official donation receipt.
Is my online donation secure?
Our donors’ safety is our top priority. Feeding Hawaii Together uses the same secure and encrypted payments technology as your bank to ensure your donation is processed safely.
If you have additional questions about our secure & encrypted technology let our team know by contacting us here.
Volunteer
Do I need to schedule in advance or can I just show up to volunteer?
You do need to schedule in advance when volunteering. Please sign up to be a volunteer here and see the number of volunteering opportunities we have available. If you have any questions about volunteering at The Pantry, please email us at volunteer@thepantry.org.
How old do I need to be to volunteer?
We require our volunteers be a minimum of 18 years of age.
Additional Questions
Does The Pantry uphold the right to refuse service?
As an establishment committed to maintaining a safe and respectful environment for all clients, The Pantry reserves the right to refuse service to anyone engaging in behavior that compromises the well-being of our volunteers, staff, and fellow clients. This includes but is not limited to the following situations:
- Intoxication:
Individuals under the influence of drugs or alcohol will not be served and may be asked to leave the premises immediately. - Inappropriate or Aggressive Behavior:
Any form of inappropriate or aggressive behavior towards volunteers, staff, or other clients, including verbal abuse, threats, or harassment, will result in refusal of service, removal from the premises, and potential loss of account privileges. - Violation of State and/or Federal Law:
Failure to abide by state and/or federal laws while on our premises will result in refusal of service and potential loss of account privileges. This includes engaging in illegal activities or actions that contravene established regulations. - Disruption of Peace:
Actions that disrupt the peace and order of our establishment, including but not limited to vandalism, disorderly conduct, or disregard for posted rules and guidelines, may lead to refusal of service and potential loss of account privileges.
By entering The Pantry premises, patrons acknowledge and agree to adhere to these policies. The decision to refuse service is at the discretion of staff and is intended to uphold the safety, comfort, and dignity of all individuals within our community.
I have called The Pantry but no one picked up my call. Why is that?
We rely on volunteers to run this organization. Our volunteers are here on the days that we are open: Wednesday, and Friday from 9:00am to 2:00pm and will return your call on these days. We thank you for your understanding and patience.
Email us at info@thepantry.org.