Service FAQs - The River Food Pantry

Can I receive groceries?

To qualify to receive groceries from The River, you must:

Meet TEFAP eligibility and income guidelines
Live in Dane County
Not be permanently living in a household already receiving groceries from The River

What do I need to bring to The River to receive groceries?

If you are a registered client at The River…
Please bring an ID each time you come for groceries.

If you are visiting The River for the first time…
All you need to bring is an ID for the head of the household. You’ll receive an emailed link to fill out full registration for the full household (here). If you need assistance with the form, give us a call at (608) 442-8815 ext. 0 and we will be happy to pre-register you over the phone. Then we’ll ask that you bring in a piece of mail (proof of address) and a form of identification for each household member on your next visit.

Can someone else pick up food for me?

If you are unable to come to The River, you can send someone as a proxy to pick up curbside groceries and meals for you. Please send someone with a photo of your ID or a piece of mail with your name and address, along with a dated and signed note stating they can pick up groceries for you. This can also be in the form of a text message or email with a photo of your ID.

What if I can’t visit The River, but I need food? Will you deliver food to my house?

The River has a free contactless food delivery program, called River Delivers, for those who are homebound and do not qualify for other delivery services! Deliveries are provided up to once a week and include groceries and other essential items, like diapers and specific dietary options, upon request. See qualifications and sign up for River Delivers here.

Low-income older adults in Madison and Monona may be eligible to participate in our free monthly food delivery program, called Food Bridge. Learn more here.

When will clients be allowed back inside The River to shop for groceries and/or eat a meal?

While we miss coming together as a community, The River no longer has the space available for people to shop for groceries and/or eat a meal.

Throughout the pandemic, The River made significant changes to the layout of the warehouse and kitchen to meet the historic demand for curbside distribution of food and resources. As a result of these changes, it is no longer possible to provide inside grocery shopping and sit-down meals in The River’s current building.

We will continue to distribute weekly groceries via curbside pickup and delivery, offering as much choice as possible. We will also continue to provide freshly prepared to-go meals for the whole household to enjoy at home.

With support from our community, The River will continue to search for a larger space to serve more people, recover more food, and add more resources to lift our neighbors who are facing extra challenges right now.

Thank you for your understanding!

How often can I pick up groceries and meals at The River?

You can pick up groceries once a week. A “week” at The River starts on Tuesday and ends on Friday. You can pick up groceries one time during that period.

FAM (Family At-Home Meals) serves freshly prepared to-go meals Tuesday–Friday. You are welcome to come all 4 days to pick up meals.

Why did I receive groceries that were spoiled or past the expiration date?

Our staff and volunteers do our best to visually inspect for spoiled groceries. We never purposefully serve spoiled food, but sometimes we miss things. We apologize if you happen to receive an inedible item. Please discard it.

You may also find some items in your groceries that are past their best-by dates. “Best by,” “Sell by,” and “Use by” are not expiration dates. Many foods are usually safe to eat past these dates. According to the USDA:

A “Best if Used By/Before” date indicates when a product will be of best flavor or quality. It is not a purchase or safety date.
A “Sell-By” date tells the store how long to display the product for sale for inventory management. It is not a safety date.
A “Use-By” date is the last date recommended for the use of the product while at peak quality. It is not a safety date except for when used on infant formula.

If meat or poultry changes color, it does not necessarily mean it is spoiled or unsafe to eat. Color change is normal even when safely stored in the refrigerator or freezer.

Please use your senses. If it smells off, looks moldy or slimy, or tastes bad, please discard it.

To learn more, visit https://www.fsis.usda.gov/food-safety/safe-food-handling-and-preparation/food-safety-basics/food-product-dating.

Do I need to schedule an appointment to visit The River?

There is no need to make an appointment. Simply show up with an ID during our curbside grocery distribution hours and we will get you registered as a new customer.

What if my address or household size changes?

Just let us know and we will make the change! If your address changes, be sure to bring proof of your new address (mail addressed to you and dated within the last three months). If your household size increases, be sure to bring identification for the new person. If your household size decreases, the head of household can request that we remove members from the account.

Do you offer pet food and/or supplies?

We do offer pet food and supplies as often as we are able. Since we rely heavily on donations of these items, we cannot guarantee their availability at any given time. We encourage you to ask for what you need when you visit so we can tell you what is available. We also suggest checking out ePantry where you can view the order form to see if what you need is on it.

Do you give rides?

No, rides home from The River are no longer provided due to COVID-19.

Where can I get information on other food pantries or resources?

Call United Way at 2-1-1 and/or check out the Dane County food resources listed here.

Frequently asked questions