Frequently Asked Questions

COVID-19 Health & Safety Measures

Do you offer home delivery during COVID-19?

Yes. However, we have made some changes to our delivery procedures, including non-contact deliveries. As a result, all delivery orders must agree to our ‘Authority to Leave’ conditions before the order is finalised.

Note: Please be advised that the additional time required to complete procedures and health precautions for COVID-19, some of our delivery runs have been a little delayed. Rest assured that we are working as hard as we can to deliver your products as safely as possible during this time!

 

What additional health precautions are you taking during COVID-19?

We have implemented a range of measures to assist in controlling safe working environments. Our offices and warehouses have been restructured to adhere to social-distancing measures and minimise personnel contact between shifts and no external visitors or suppliers are permitted access to our warehouse until further notice.

Our delivery drivers will limit customer contact and ensure our delivery vehicles are fully sanitised after each shift. All our staff will be required to wear personal protective equipment (disposable masks, gloves, etc.) when handling boxes and food.

All staff have been educated on safe hygiene practices and management will monitor these practices are adhered to in the workplace. We are also conducting regular temperature checks of all staff members until further notice.

We are continually monitoring the current health alerts from Government agencies and medical experts and will take the necessary steps required as the situation continues to evolve. At all times we will keep the safety of our customers and staff as our number one priority.

 

What are you doing to limit contact with delivery drivers during COVID-19?

Due to the current situation, all deliveries will be non-contact and require you to confirm the ‘Authority to Leave’ online before placing your order. Our drivers will knock or ring the bell/buzzer, and then leave the order at your front door.

 

Do you source products from regions affected by COVID-19?

The products in our boxes are primarily sourced from local farms, but this may vary depending on seasonal availability. The safety and quality of our product is our highest priority at the moment. We have put strict precautions in place during COVID-19 to limit the risk of exposure to our customers. Additionally, there is no evidence of transmission of the novel coronavirus through food. Please refer to Food Standards ANZ (FSANZ) website for more information.

 

Product

Will I receive exactly what is shown in the images or product description?

Mostly yes, but not always. Due to the seasonal nature of fruit and vegetables, some products may need to be substituted to ensure quality and freshness. We endeavour to keep our box descriptions updated on our website if a product becomes unavailable, however, what you actually receive in your box may vary slightly.

Note: The ever-changing situation with COVID-19 may also have an impact on the availability of some varieties of fruit & vegetables.

 

I would like to add a specific product to my box. Are you able to accommodate special requests?

Unfortunately, not at this time. However, there are some products (milk, bread, etc.) that you can purchase as an ‘add-on’ to your fruit and veggie box.

 

What if I don’t want a particular item in my box?

Although we cannot guarantee it, please leave a note with your order and we will do our best to switch it for a similar product.

 

I am not satisfied with the quality of the products in my box. What should I do?

We are sorry to hear that you are not happy with your box. Our boxes are packed the evening before delivery and each piece is selected based on ripeness. Our staff undergo training to ensure the highest standard of packing and driving. However, we understand that sometimes things may go wrong.

If you are not totally satisfied with the quality of products in your box, please email us at [email protected]within 24 hours of your box arriving. Please also send us photos of the spoilage/damage.

 

How do I provide feedback on the products I ordered?

We are always happy to receive feedback that will help us to improve our product offering or service. Please email us at [email protected].

 

Do you offer products other than fruit and vegetables?

Yes, we do! We are working with a number of local farmers and producers to offer additional products with our boxes. You can rest assured that buying products on our website means that you will be supporting local farmers, local producers and local businesses!

Please head to our online shop to see what additional products are available.

 

Do you use plastic packaging?

We prefer to avoid using plastic where possible, however, due to food safety regulations, so items need to be packaged in plastic. We endeavour to source eco-plastics where possible, but due to such a high demand for this product, it may not always be available.

 

Online Orders

How do I place an order?

Go to our online shop, add products to the shopping cart and head to the checkout when you’re ready!

 

When do I need to order by?

All orders close at midnight two days before the delivery/pickup date (e.g. orders for delivery on Tuesday close at midnight on Sunday).

 

Can I place a regular weekly or fortnightly order?

This is currently under development. We hope to offer an automated weekly delivery service very soon. However, for the time being, you will need to place a one-off order through our online store each week.

 

I would like to order more than one item and have them delivered to different addresses. Can I put them in the same order?

Unfortunately not. All items in an order must be delivered to the same address. If you would like items sent to different addresses, you will need to put them through as separate orders.

 

I tried to place an order online, but all the delivery dates are greyed out. What should I do?

It’s also possible that you cannot see any delivery dates because we might not offer delivery to your postcode. Please see our delivery information here to check if we offer delivery to your area.

 

You do offer delivery to my area, but the delivery dates and/or times are still greyed out.

Due to the current high demand we are experiencing, sometimes our checkout page can be slow to load delivery times. Our website is also new, but we are working hard behind the scenes to improve it every day.

Please ensure all required fields (*) are completed, including name, address (especially your postcode), the Authority to Leave checkbox, and the delivery option is selected before picking a delivery date. If it still isn’t working, try refreshing your browser or go back to your cart and proceed to checkout again.

 

What if I made an error or I have an issue with my order?

Please email us your order confirmation and details of the error/issue to us at [email protected]

Please note that any changes need to be made prior to the order cut off time.

 

What if I need to cancel my order?

If you need to make changes or cancel your order, you’ll need to do so prior to your order cut-off time. Please email us at [email protected]

 

Do I need to sign a contract to place an order?

There is no need to sign a contract if you place an order through our online shop.

If you are a business looking to open a wholesale account, please contact our head office on (07) 5440 2600 or email [email protected].

 

Payment

What payment options do you offer?

We accept Visa, Mastercard & Amex debit/credit cards through our online shop. We do not accept direct debit.

 

Can I pay cash on Delivery?

Unfortunately not. Our drivers do not carry any cash. We only accept payment through our online shop.

 

Do you offer AfterPay?

Not at the moment. However, we are looking at offering AfterPay soon. Watch this space!

 

Do you offer Zip?

Not at the moment. However, we are looking at offering Zip soon. Watch this space!

 

What if my payment is declined?

You’ll receive a notification on the checkout page that your payment has declined. If you don’t receive an order confirmation email from us, then your order hasn’t gone through.

 

I placed an order online but I am unsure if it went through. What should I do?

Before placing the order again, please check your email to see if you received an order confirmation from us. Don’t forget to check your junk mail, just in case it ends up there! If you’re still unsure, drop us a line at [email protected] and we can check if your order went through!

 

Delivery

What areas do you deliver to?

We are delivering to most areas around Brisbane, Gold Coast, Sunshine Coast, Toowoomba, and Byron Bay. But unfortunately, we can’t cover everywhere. To check if we deliver to your postcode, please see our Delivery and Pickup Information page.

 

You don’t currently deliver to my postcode, are you planning to expand your delivery zones?

Possibly. We want to support as many community members as we can during COVID-19 and we are expanding our delivery areas, based on demand. In the meantime, check out our pick up locations here to see if this is a suitable option for you.

If you are interested in home delivery and are not in an area that we currently service, please send us an email at [email protected] with your suburb and postcode, and we will see what we can do.

If you live in a remote suburb and know a number of households in your area (10 or more) that are interested in home delivery, we can offer a discount for bulk orders, please email us at [email protected] and we will see what we can arrange.

 

How much do you charge for home delivery?

Our delivery charge is $10 for orders under $89. Any orders over $89 are entitled to free delivery.

 

What days do you deliver?

Delivery days vary based on your postcode. Please check our Delivery and Pickup information page for more information.

 

What time can I expect my delivery to arrive?

Your delivery should arrive sometime between 8 am and 5 pm. Unfortunately, we are unable to provide an exact delivery time as this depends on how many deliveries are to be completed on the day. However, you will get an SMS with live tracking information on the morning of.

 

Do I need to be home to receive my delivery?

No, you don’t need to be home to receive your delivery. Your delivery will generally be left at your front door, gate, or office reception unless you have advised a specific location in the ‘delivery notes’ when placing your order.

Note: Due to the current COVID-19 situation, all deliveries will be non-contact and require you to confirm the Authority to Leave online before placing your order. Our drivers will knock or ring the bell/buzzer, and then leave the order at your front door. Should there be any dogs present at your delivery address, our drivers will leave your order in the safest place possible without entering the premises. The safety of our drivers is very important to us.

 

I’ve ordered items that require refrigeration, how will these be packed?

If you’ve ordered items such as milk, meat or any other product that requires refrigeration, these will be packed separately in an insulated box with ice packs. All items are delivered in refrigerated vehicles. Once the items have been delivered to your door, the packaging can hold a safe temperature for up to three hours.

 

Can I get an SMS or call when my delivery arrives?

Yes. You will get an SMS once your order has been dropped off.

 

What if I live in a gated complex, apartment or high-rise building?

Please leave delivery notes with instructions on how to enter the complex (such as a code or buzzer), or if it’s okay to leave your order at the reception or front gate. If you haven’t left any specific instructions, our drivers will leave your order in the safest place possible.

 

My order didn’t arrive. What should I do?

If our delivery drivers are running late, we will attempt to notify you as soon as we can. If it is after 6 pm and your delivery hasn’t arrived yet, you can email us at [email protected]

 

How can I recycle my delivery boxes?

Normally, we offer the ability to recycle/reuse boxes where we can, however, due to current health precautions with COVID-19, we will not be collecting boxes for reuse or recycling.

 

Click and Collect

What are you click and collect locations?

We currently offer to pick up from the following locations:

Brisbane (Fino Foods Morningside – 2/35 Steel Place, Morningside):

Tuesdays & Fridays: 1 pm to 3 pm

Brisbane (Capulet & Co – 95 Brighton Rd, Sandgate):

Wednesdays: 10 am to 1 pm

Pimpama (Whistlestop 88 Pimpama Jacobs Well Rd):

Fridays: 2 pm to 5 pm

Logan (Extraction Artisan Coffee – 7/3375 Pacific Hwy, Slacks Creek):

Fridays: 10 am to 1 pm

Sunshine Coast (Suncoast Fresh Warehouse – 49 Link Crescent, Coolum Beach)

Tuesdays & Fridays: 10 am to 3 pm

Byron Bay (Suncoast Fresh Warehouse – 268 Ewingsdale Rd, Byron Bay)

Tuesdays & Fridays: Before 12 pm

Toowoomba (Cnr Lindsay and Campbell Streets Queens Park):

Tuesday/Fridays: Between 4pm & 6pm

Please check our Delivery and Information page for more details about pickup times for each location.

 

What if I arrive at my click and collect location outside the allotted times?

We cannot guarantee that you will be able to collect your order outside the allotted pick up times. If you are unable to collect your order during the allotted pickup window, please call our head office as soon as possible on (07) 5440 2600 (Brisbane, Sunshine Coast, Gold Coast or Toowoomba), or (02) 6639 1600 (Byron Bay & Northern NSW), or email us on [email protected] to make other arrangements.

 

I was at the click and collect location during the allotted timeframe, but no one was there?

Please email us at [email protected] or call our head office as soon as possible on (07) 5440 2600 (Brisbane, Sunshine Coast, Gold Coast or Toowoomba), or (02) 6639 1600 (Byron Bay & Northern NSW).