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| Frequently Asked Questions |
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1. What does HomeFresh Organics offer?
2. Where can I see what is in this week’s Custom Box?
3. How do I customise my order?
4. How much do your custom boxes cost?
5. When will I receive my custom box?
6. What if i receive produce and the quality isn’t very good?
7. Where do you get your produce from?
8. Is all your fresh produce certified organic?
9. Does it cost more to have fruit & vegetables home delivered?
10. Where do you deliver to?
11. I can’t find my area listed. Can I find out if you deliver to me?
12. What are your daily delivery cut-off times for orders?
13. What is an overnight delivery?
14. What is the difference between Custom Boxes & online orders?
15. Can I pick the day I want my online delivery to arrive?
16. How big and heavy is the box?
17. Can I change the size of my box at any time?
18. How much notice do you need if I want to change my order?
19. Can I request less packaging around my fruit & veggies?
20. How are payments handled & is it safe to pay online?
21. What is certified organic?
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1. WHAT DOES HOMEFRESH OFFER?
HomeFresh Organics deliver custom boxes of fresh, certified organic fruits, vegetables and groceries to homes in Brisbane and surrounding areas including the Gold Coast, Sunshine Coast, Ipswich and Toowoomba.
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2. WHERE CAN I SEE WHAT IS IN THIS WEEK’S CUSTOM BOX?
Once you have registered an account and have set up a standing weekly or fortnightly custom box order, you will be able to view what items are available in next week’s box. An automated email is sent each week once the list for the following week has been updated. Once customisation has opened for your box, you will be able to login and select the items you wish to receive.
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3. HOW DO I CUSTOMISE MY ORDER?
Each week you will receive an email to notify you when customisation is open. Upon receiving this email, you will be able to login and begin making changes to your set box. A green customisation button will appear at the top right hand of the screen - click this button to be taken to the next screen where you can select and edit the produce items in your upcoming box delivery. Once you’re done, click on save products.
After saving your customisation, you will be able to visit our online store and add extra items to your order by clicking the start shopping now button. Be sure to follow this process when adding on additional items to ensure your extras are delivered on the same day as your custom box order and do not incur a delivery fee.
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4. HOW MUCH DO YOUR CUSTOM BOXES COST?
Our custom boxes are available in a variety of different sizes, and can be set up as a mixed, certified organic fruit and vegetable box or as a veggie only box.
For more information and Custom Box prices, you can visit our Custom Box price page here.
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5. WHEN WILL I RECEIVE MY CUSTOM BOX?
Each suburb that we deliver to is allocated its own delivery schedule. Upon activating your custom box, you will receive an automated email outlining your set delivery day for each week or fortnight. Unfortunately you can not select the day in which your custom box is delivered, as we coordinate our runs to ensure you receive free delivery.
You can, however, request that our drivers place your deliver in a preferred safe and/or shady area near your front door. You don’t have to be home to receive your delivery as your goods are protected in a tough sealed box with a lid.
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6. WHAT IF I RECEIVE PRODUCE AND THE QUALITY ISN’T VERY GOOD?
We make every effort to ensure that only the best quality produce is delivered to our customers. If you receive a product that you feel is below our HomeFresh Organics standard, please call or email our customer service team during office hours to arrange a replacement, credit or refund.
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7. WHERE DO YOU GET YOUR PRODUCE FROM?
We source all our produce from local, certified organic farms. Working directly with the farmer, where possible, to secure exclusive deals and product for our customers, you can take comfort in knowing that your produce has been grown with kindness, care and has been exposed to minimal transport. However, in our quest to provide you with only the best, certified organic, seasonal fruits and vegetables, some items do need to be sourced from outside Queensland on occasion.
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8. IS ALL YOUR FRESH PRODUCE CERTIFIED ORGANIC?
As of January 2020, we sell only 100% certified organic fruits and vegetables. While we previously offered a limited selection of conventional produce and groceries for customers, we no longer buy or sell such items.
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9. DOES IT COST MORE TO HAVE FRUIT & VEGGIES HOME DELIVERED?
At HomeFresh Organics we buy in bulk, directly from the farmer and supplier, to save you on your weekly grocery bill! Coordinating our custom box deliveries in a way that minimises our overheads, our customers receive FREE DELIVERY on all of their ongoing orders regardless of location.
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10. WHERE DO YOU DELIVER TO?
We deliver to homes throughout South East Queensland! As we are based in Brisbane, most local suburbs will be serviced by our HomeFresh Organics delivery drivers, while orders to all other areas will be made by an external courier company. All our delivery areas are listed on our Delivery page.
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11. I CAN’T FIND MY AREA LISTED. CAN I FIND OUT IF YOU DELIVER TO ME?
We service all suburbs in Brisbane, with our delivery zones extending to the Sunshine Coast, Gold Coast, Toowoomba and Ipswich. If you are unsure as to whether your suburb is included in our zones, you can phone us on (07) 3715 5381 or send an email to info@homefreshorganics.com.au
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12. WHAT ARE YOUR DAILY CUT-OFF TIMES FOR ORDERS?
Customisation for standing custom box orders closes at 4pm, 2 days prior to the scheduled delivery date. All other general store orders received online before 4pm will be delivered the next day. Orders received after this time will be delivered two days after at the earliest.
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13. WHAT IS AN OVERNIGHT DELIVERY?
We use an external courier company to deliver to areas that are not serviced by our HomeFresh drivers. This means that your order is dispatched and kept in refrigeration at the courier depot, arriving to you the day after it leaves our warehouse. To find out if your suburb falls in our ‘Overnight Delivery Zones’ please call our office on (07) 3715 8381.
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14. WHAT IS THE DIFFERENCE BETWEEN CUSTOM BOXES & ONLINE ORDERS?
Our custom box service provides customers with a box of their preferred produce delivered every week or fortnight. A selection of high quality, certified organic fruits and vegetables, the box includes a number of staple items and is scheduled on a set day for delivery each week. This scheduling allows us to save on delivery costs which means we do not charge a delivery fee for this service. You can also add additional grocery items from our general store to your custom box delivery.
Ordering online for standalone grocery items (exclusive of the custom box) gives you flexibility in deciding what you wish to receive, the quantities you require and the day in which you would like your order to arrive. You can schedule your delivery for the next day or whenever it is most convenient for you. There is a $7.70 fee for each internet order that we deliver.
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15. CAN I PICK THE DAY I WANT MY ONLINE DELIVERY TO ARRIVE?
Yes, you can! However, we highly recommend that you select the day our drivers will be in your area. This way, we will be handling your delivery directly and we can track the order much more effectively. If you would rather have your order arrive on a different day, an external courier company will take care of the delivery. You can check our Deliveries page for to see delivery days.
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16. HOW BIG AND HEAVY IS THE BOX?
We use rectangular shaped boxes (30 cm wide x 30 cm high x 50 cm in length) that have a recycled inner core and tough flat protective sheeting around it.
SIZES
• Medium boxes weigh approx. 10kg
• Large boxes weigh approx. 15kg
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17. CAN I CHANGE THE SIZE OF MY BOX?
You are welcome to change the size of your Custom Box as it suits you! To do so, please call our customer service team on (07) 3715 8381 during office hours.
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18. HOW MUCH NOTICE DO YOU NEED IF I WANT TO CHANGE MY ORDER?
Please give us 48 hours’ notice before your delivery day for any changes.
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19. CAN I REQUEST LESS PACKAGING AROUND MY FRUIT & VEGGIES?
We understand that not all of our customers want the same level of packaging. If you would like less packaging then please let us know and we will ensure that only minimal packaging materials are used for your order.
Please understand that this leaves your fruit and vegetables in a vulnerable state, with damage potentially occurring in transit. The plastic liners on the inside of your box are required by our HACCP Food Safety accreditation as we re-use and recycle boxes, and the polystyrene is of a permeable condition.
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20. HOW ARE PAYMENTS HANDLED & IS IT SAFE TO PAY ONLINE?
All payments on our website must be made using a credit card and are processed using eWAY. After payment, no credit card details are retained or stored by HomeFresh Organics. There are no other hidden fees. There are no exit fees and you are not locked into a contract with us, allowing you the freedom to pause, hold or cancel your account as it suits. With HomeFresh Organics you have the option of putting your weekly/fortnightly order on hold when the family is away - no charge, no hassles.
For more information about eWAY, visit their website here.
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21. WHAT IS CERTIFIED ORGANIC?
A minimum prior period of three years of verified conformance with the standard set by the Australian Quarantine and Inspection Service (AQIS) is required to be certified organic. There are six AQIS-approved certifying organisations, AUS-QUAL Limited, Australian Certified Organic, Organic Food Chain, Bio-Dynamic Research Institute, NASAA Certified Organic and Tasmanian Organic-Dynamic Producers. On our website, all certified organic products are marked with a green leaf logo in the top left-hand corner.
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| If you have any questions please contact us on 07 3715 5381 or info@homefreshorganics.com.au |