FREQUENTLY ASKED QUESTIONS

 

1. ORDERING

How do I create an order?

It's so easy. Watch this short video to understand how everything works.

 

Do you deliver to me?

Organic Food Hub is delivering everywhere from Yamba in Northern NSW right down to the NSW-VIC Border. Check out the Delivery Page to see the map and check out if you live within our delivery footprint.

When is the order cut-offs and when will I receive my order?

At the checkout, you will be able to select your desired delivery day and timeslot based on the options when we deliver to your area.

For the areas we are currently servicing;

  • Order before Monday 10pm and we will deliver on Saturday
  • Order before Wednesday 10pm and we will deliver on a Monday or Tuesday (Depending on where you live)

On the night before your delivery, you will receive an SMS with a tracking link for your order. On the day and time when your order is delivered you will receive an SMS providing proof of delivery.

How will I receive my order?

All orders will be home delivered to the location of your choice. Your order is maintained at the perfect temperature throughout the delivery process. Your order will be packed in a sealed box with recyclable paper insulation and every order receives a free 1.5L bottle of water which is frozen and included within your order to further assist in maintaining the quality of your food at all times.

How do I make sure my order stays cool in warm weather and dry in wet weather?

Your order will be maintained at the perfect temperature throughout the packaging process. Every order will be carefully packaged in a sealed cardboard box with recycled paper insulation and a free frozen 1.5L bottle of water which further maintains your food. There is no requirement to be at home when we deliver your box whether it is a warm day or there is rain forecast. Keep your Account Details up to date with any special delivery instructions such as a shady spot where we can leave your box to stay cool and dry.

How do I add or update my delivery instructions?

When you are logged into your ACCOUNT and then UPDATE ACCOUNT DETAILS. Within there you can make changes to shipping Instructions for Packaging or Delivery.

If you need to change the delivery instructions for an order already in process for any reason, please give us a ring on 0455 560 285 or email us at orders@organicfoodhub.com.au

How do I change my next delivery?

You can change the quantity and frequency of your items by going to MY ACCOUNT and then if you want to change a current order before cut-off, you can do that within ORDER HISTORY or if you are looking to make a change to a future order, visit the MY SUBSCRIPTIONS section

Can I skip, Pause or Cancel deliveries?

Absolutely! When you deal with Organic Food Hub we want you to know that we understand how life works and that no one likes being locked into something if your situation changes. Simply go to your subscription settings in your account to skip a week, pause or cancel your subscription.

Transactions are processed when you checkout or in the case of a subscription order, they process at the Order Cut-off which is 5 days before your delivery is due depending on which delivery day you select. Therefore, once an order has been processed through the shopping cart and products have been ordered from farmers you won't be able to cancel it.

Please therefore call us on 0455 560 285 and we can review your needs and unique situation so that we can seek to provide you with a solution.

How do you manage substitutions if something is not available?

In your My Account section you can choose to accept or not accept substitutions. The good news is that if it is available on the website, it means it's coming in from the farmers over the next week.

In the case when a product that has been ordered is not available on the day of packing we follow this procedure 

1) If you have ticked 'Yes' for substitution, we will substitute a non-available item for one that is the same type of product or similar or alternately a product of equal or higher value.

2) If you do not have substitutions ticked, we will issue a refund back to the card that you used to process the transaction.

Something is missing from my order…

Our systems and processes will ensure that if a product was on your order.... you will receive it. Occasionally because farming can be unpredictable at times we have to make a change to your box contents because of weather or due to availability. The first thing to do is check that we haven’t already substituted an item for something else according to your instructions. If something is missing, please let us know and we’ll replace it free with your next delivery. Please call us on 0455 560 285 or send an email to orders@organicfoodhub.com.au and we'll be more than happy to help you.

What should I do if my box hasn’t arrived?

It would be a very rare situation is we ever missed a delivery, so don’t panic if it’s a bit later than usual. Our delivery team will always register a successful delivery to provide the Proof of Delivery SMS that will give you peace of mind. If it’s very late, please ring us on 0455 560 285 or send an email to orders@organicfoodhub.com.au and we’ll find out what has happened and try to put it right.

What if I am going away?

You will be able to manage this in Subscriptions when logged into your customer account.

What changes cannot be made after Order Cut-off?

Depending on when you order and which delivery day you select, at Order Cut-off, the system will process your order and we advise the farmers what they need to harvest at the same time. Therefore after the Order Cutoff, we cannot cancel the order, make further alterations or decrease the size of the order in any way.

Can I buy in bulk or as a wholesaler?

Organic Food Hub is structured to provide services on a retail basis direct to consumers. We do have aspirations to service the wholesale market however at the current time, buying in bulk via the website is not available. Call us on 0455 560 285 to discuss your requirements. 

What if I am not happy with an order for any reason?

If a product is damaged we will exchange the item or provide you with an in-store credit for the value of the item or service. Refunds can only be offered however if we are notified within 24 hours from time of delivery. 

Can I place an order over the phone instead of online?

Over the past few years, online shopping has grown beyond all predictions and many customers who had previously never ordered this way gave it a go and had really good experiences.

Shopping online is the quickest, safest and most convenient way of ordering your groceries with Organic Food Hub.

If you would like assistance in using the online ordering system, please call us on 0455 560 285 and we will walk you through the process.

I am having technical issues with the website?

The first thing to do is to 'Clear your browser cache' You may find that technical issues arise due to issues with the history stored in your browser. Our website should work on all browsers.

Please get in touch with us at orders@organicfoodhub.com.au if you would like our customer service team to look into the issue and come back to you with assistance.

What can I manage in my Account?

When you are Signed In and you select the ACCOUNT button to access your account, you will be able to access a range of self-service features to manage your food relationship with our farmers and adjust your order preferences seamlessly.

This section makes it easy to manage your Lists and Favourites, review your Order History, update Account Details and Payment Methods as well as managing your live Subscriptions.

2. SUBSCRIPTIONS

When can I start a subscription?

You can get started from today!!!! We feel that it is absolutely paramount that every household we connect to our farmers deserve a remarkable experience, consistently delivered, every time. We will review your order once you have set it up and ensure that everything is perfectly organised and ready for your selected delivery day.

To understand more about how Subscriptions work, please watch this video.

 

Can I create my own order and set it as a recurring subscription?

Yes. When selecting any individual product, you can set it up as a recurring order according to your timing and preferences.

Do I have to order every week?

Our service is totally flexible, you can order online whenever you like, pause as required and manage your own subscription according to your personal food needs. 

How do you manage Substitutions if a product I have on recurring subscription is not available?

In the case of a product not being available, we will follow your customer preferences according to one of the following options as follows;

1) Substitute the value for an item as specified in your substitution preferences.
2) Issue a refund for the item that was unavailable.

 

3. PAYMENTS

 

When do you process transactions?

Payment is due prior to delivery. If payment is not received, your order may be cancelled. Transactions are processed before your delivery. Your Subscription runs as an automated process, and this ensures we know for sure how much organic food to ask our farmers to harvest.
Please ensure that there are available funds on your nominated card or we will have to send round the heavy watermelons to put some pressure on you.

Why is the order cycle cut-off a few days in advance?

There is a lot that happens in the final hours before you receive your order.

1. Final orders are closed 5 days in advance of the delivery date (depending on when you order) to ensure we know exactly how much fresh produce and other speciality items will be required for that day’s delivery
2. We then speak to our farmers, suppliers and producers after your order is processed and we arrange to purchase exactly the right food and the exact right quantities. 
3. Farmers, suppliers and producers then arrange their harvest then package and deliver your products or arrange for special freight companies to deliver.
4. We then receive delivery of all your beautiful food which we carefully package ready for delivery.
5. Over the final 24 hours before you receive your food box our specialist delivery team ensures your order arrives at your door.

How do I know that the order is processed?

You will receive an email with a copy of the invoice when the order is processed in our online system. We do recommend you look at the information on the invoice each week and make sure everything remains correct.

You can also log into your Account on the website and check on your orders and subscriptions in the My Account section

What are my Payment Options?

You will need to link a credit card to your customer file within your account when you are logged in which we know is the safest, most streamlined way of processing payments. Naturally, you always remain in control in that every time the system processes a payment, you immediately receive a copy of your invoice directly to the email registered on your account. You can update and change card details at any time securely when you are logged into your account.

Can I pay by cash?

This online platform does not allow cash to be selected as a payment option.

 

4. SET BASKET CONTENTS

 

What's in the set baskets?

The contents of our set baskets change naturally depending on what's in season every week, however, as is the nature of food and farming.

You will find that the boxes are a wildly diverse mix of fruit and vegetables, herbs and speciality items. We update the website live with What’s in the Set Baskets and this is your most reliable confirmation that a product is available. 

Please Note: Box contents can be subjected to change at the last minute due to availability. If you have set a box on a subscription and a product is unavailable we will seek to replace that product with an item of equal value and similar weight.

What are the quantities of fruit and vegetables in each box?

Due to the reality that organic produce comes in all shapes and sizes, we cannot give you an exact quantity or weight of what’s in the box. What we do suggest is to get a sense of the number of people different box sizes generally feed for the week. Because we know that everyone's eating habits are so different we recommend trying a few different box sizes until you know what suits you and your crew.

What if there are certain foods in the seasonal box collections that I don't eat?

The seasonal organic boxes are not able to be changed from the products included however you are welcome to create your own box.

How can I manage customisation?

You can build your own box by shopping the whole collection and creating your own order according to the schedule that suits you.

Can I add extra items?

Yes, you can add individual items to your recurring subscription or to an individual order at any time. Think of us like your personal forager or a modern-day version of the safari hunter in the concrete jungle…. however our target beasts are things like the Cornasaurus, Brocodile, Potatosaurus the TriCarrotops, and the Orangeutans. If there is something you particularly like you can add extra items as ongoing inclusions in your subscription and we’ll make it happen.

How do I know that the products are genuine certified organic products?

Organic Food Hub is adhering to strict standards when selling certified organic products and fresh produce. You can be assured that all produce is certified organic, and you will be able to see the farmer or producer linked to each product. We never substitute with conventional produce.

We always seek out Certified Organic farmers and encourage any farmer that wants to supply Organic Food Hub to focus on securing their Certification. 

Where does all our produce and artisan products come from?

All of our produce is Australian and sourced from 100% Certified Organic Growers and Producers. We source produce direct from farmers and we also deal with Certified Biodynamic and Certified Organic Suppliers and Hubs connected with Australian growers who follow the highest standards of excellence on their farms. In developing our sourcing policy, we have a supplier agreement to ensure our supply chain understands, maintains and upholds the same high standards.

 

5. CUSTOMER SERVICE

 

How can I get the most out of my relationship with Organic Food Hub?

We definitely recommend reading the Organic Food Hub newsletter where we will share details of new products and special opportunities, recipes and producer news.

For customers who subscribe to a weekly box or for those that choose different foods each week, this shopping platform has your food tastes covered.

In our newsletter we will provide updates on new products, introduce our farmers, share inspiring recipes and seasonal specials.

Through our partners we now have access to a lot more than only farm fresh produce. Check out all of the other categories to see the full range with new products being added every week.

As we get further established we will also share details for community events and learning opportunities that we are developing.

Do also stay in close contact by joining our active community utilising our social media channels! 

If there is absolutely anything that we can help you with..... definitely give us a call on 0455 560 285 or email us at orders@organicfoodhub.com.au and we'll be more than happy to help you.

 

How do I share feedback about your service?

We love receiving your feedback.....in fact, be absolutely brutal…..we can take it, so don’t hold back. We are really good listeners, and your most honest feedback is so important as it directly shapes our future direction.

Our promise to you is that we will continually take action based on what the community says about us and we will share those findings with you in our words and in our actions.

We encourage you to have a voice and join in the discussion via our active Facebook & Instagram channels.

If you would like a good old fashioned chat, please call on 0455 560 285 or email us at orders@organicfoodhub.com.au and we will respond to every message.

 

6. PRIVACY OF PERSONAL INFORMATION

 

Where can I find the Organic Food Hub privacy policy?

The Organic Food Hub Privacy Policy can be found here: Privacy Policy.

 

 

 

 

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