FAQ
FAQ
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Where do you get your produce from?
What if I place an order and I'm not happy with the quality of produce I receive?
Do you only stock organic produce?
Do I have to order either organic or conventional products or can one order have a combination of both?
I want to recommend HomeFresh to others but I'm worried that if I do then stocks will run out and I won't get the food I want.
I can't find the produce I want to order. What can I do?
I'm unsure about ordering from you because I usually like to see what I'm buying. How can I be sure that I will get high quality produce?
I received some fruit that wasn't OK but didn't say anything because it was just one or two apples. Surely you don't want to be bothered about customer concerns about 1 apple?
I'm fussy when it comes to quality. How do I know that the produce will be as good as if I chose it myself?
I don't want my fruit and vegetables wrapped in so much packaging, what can I do?
Why does my order come in a polystyrene box? That can't be very environmentally friendly.
How can I find what is in this week's fruit and vegetable box?
I'd like to find out more about your set box service. Where can I learn more?
What is the difference between your set-box service and ordering online?
Where do you deliver to?
I want to find out if my suburb is included in your delivery area. How can I find out?
What are your daily cut-off times for orders?
Can I schedule when I would like to receive my online order?
How can I contact you?
How can I save my order for next time?
I haven't shopped online because I'm worried about security. How secure is your site?
How does Paypal work? Do I have to be a Paypal member to shop with HomeFresh?
Where do you get your produce from?
We source as much produce locally as possible. For example, our avocados come from Mt Tamborine or Mareeba. Our organic greens like lettuce, bok choy, baby spinach are supplied by Squeaky Green, a local SE Queensland grower. Apples and stonefruit come from Stanthorpe Organics located in the Lockyer Valley. We also stock around 15-20 small organic growers via United Organics.
The produce that we can't get locally we source from Rocklea Markets.
What if I place an order and I'm not happy with the quality of produce I receive?
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 unacceptable then please call us immediately and we will organise replacement products to be delivered to you as soon as possible.
Do you only stock organic produce?
No, we stock a wide range of conventional products too.
Do I have to order either organic or conventional products or can one order have a combination of both?
You can order whatever mix of organic or conventional products in one order that you would like. When you are in the shop, click on the 'organic' or 'conventional' links in the menu bar below the header to switch from one section to the other.
I want to recommend HomeFresh to others but I'm worried that if I do then stocks will run out and I won't get the food I want.
We carry supplies of our most popular lines so that we don't run out and are able to increase stocks as required.
Where produce is unavailable this is usually due to seasonality issues rather than excessive demand.
I can't find the produce I want to order. What can I do?
We are continually growing the range of organic and conventional produce that we have available. If there is a particular product that you would like us to add please let us know by filling in the product request form here
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I'm unsure about ordering from you because I usually like to see what I'm buying. How can I be sure that I will get high quality produce?
We understand that buying your fruit and vegetables sight unseen involves a high degree of trust which is why we strive to only provide top quality produce and back this up with a 100% guarantee: if the quality of the items you receive doesn't meet your standards then please contact us and we will credit your account for the cost of the unacceptable items. No discussion, no need for us to sight the products first. If the products are unacceptable to you that is enough for us.
I received some fruit that wasn't OK but didn't say anything because it was just one or two apples. Surely you don't want to be bothered about customer concerns about 1 apple?
We do want to hear about ANY quality concerns. Really, we do! This is because we don't want you to pay for unacceptable quality but also because feedback on our service and produce will help us to improve what we offer.
Our aim is to be the number one choice for South East Queensland residents wanting set-box delivery and we can only become the preferred choice if we are continually striving to improve our produce and service.
I'm fussy when it comes to quality. How do I know that the produce will be as good as if I chose it myself?
HomeFresh Organics is a labour of love for husband and wife team, Johan and Samantha Gelderblom, who are passionate about great food and the importance of a healthy diet to sustain our busy lives.
Together they have spent 25 years in the food industry. Johan has worked as a Chef at some of the best restaurants around the world. Samantha, a former Pastry Chef, has also combined food and travel with work at a number of exclusive hotels and restaurants in different destinations.
Both Johan and Samantha can tell you that being Head Chef is not an easy job. One of the key requirements is attention to detail and this involves making sure you have the very best quality produce to work with.
Having too frequently been on the receiving end of unreliable suppliers and poor quality produce has instilled in Johan and Samantha a desire to provide top quality produce and first class service to their customers. They are interested in building a long term relationship with their customers so that customers know they can depend on HomeFresh to deliver their order on time, every time and that the quality will be the very best available.
Not only does quality produce result in better taste, both Johan and Samantha know that having quality produce to work with is inspiring and rewarding. They hope that the quality of HomeFresh produce excites customers about cooking at home and eating their way to a long and healthy life.
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I don't want my fruit and vegetables wrapped in so much packaging, what can I do?
We understand that not all 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 means that your fruit and vegetables will be left loose and some damage may occur in transit.
Plastic liners on the inside of your box are required by law because the boxes are recycled and the polystyrene is slightly permeable.
Why does my order come in a polystyrene box? That can't be very environmentally friendly.
Although it may not fit with widely held views of what is environmentally friendly, using polystyrene boxes is actually an environmentally sound choice. This is because we use recycled polystyrene boxes that have been thoroughly cleaned and re-conditioned.
The other reason is that any broken or chipped boxes are returned and recycled into bricks that are used to build houses in South East Asia. Polystyrene makes an excellent material for bricks because of its protective properties. Houses built with these bricks are cool in summer and warm in the cooler months.
So please make sure that you leave your delivery box out each week in the same location as your delivery so that we can collect them and continue to recycle.
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How can I find what is in this week's fruit and vegetable box?
You can find a list of what's in the weekly fruit and vegetable box here: http://www.homefreshorganics.com.au/box-delivery/this-weeks-list.php Please bookmark this page if you think its going to be a page that you like to check each week.
There is also a link to the weekly box list in the menu bar below the header on our home page: http://www.homefreshorganics.com.au/
If you scroll down the page you'll also find a list of items expected to be in next week's box.
I'd like to find out more about your set box. Where can I learn more?
We've now set up a special area just for our set box customers. Please go to http://www.homefreshorganics.com.au/box-delivery/ for information about our set boxes.
What is the difference between your set-box service and ordering online?
Our set-box service provides customers with a box of either organic or conventional fruit and vegetables every week or fortnight. The box includes a number of staple items and a selection of the best quality seasonal produce. The boxes are delivered on set days for particular suburbs. This scheduling allows us to save on delivery costs which means we do not charge a delivery fee for this service.
Ordering online gives you the most flexibility in deciding what you would like to receive, the quantities you want and also the day when 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 fee for each internet order that we deliver. Alternatively, you can arrange to pick up your order from either our Seventeen Mile Rocks store or our store in Kenmore.
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Where do you deliver to?
Anywhere in South East Queensland! We deliver to all Brisbane suburbs and surrounding areas including Gold Coast, Sunshine Coast, Ipswich and Toowoomba.
I want to find out if my suburb is included in your delivery area. How can I find out?
We cover all Brisbane suburbs and surrounding areas including the Gold Coast, Sunshine Coast, Ipswich and Toowoomba. If you are unsure whether your suburb is included you can phone us to check. Our office number is 3715 5381 or you can send an email to info@homefreshorganics.com.au
What are your daily cut-off times for orders?
Orders received online before 4pm can be delivered the next day. Orders received after this time are able to be delivered the following day at the earliest.
Can I schedule when I would like to receive my online order?
Yes, you can. When you check out your order is automatically slotted in for the first available delivery date but you can change this to another day by clicking on the radio button next to the delivery date you'd prefer. If you would like a different date to one of those listed then pick the date closest to the time you'd like and then phone us or send an email to specify the date you would like.
How can I contact you?
Our office number is 3715 5381 or you can send an email to info@homefreshorganics.com.au We are a family run business and our phones are often very busy during office hours. If we are on the phone then you will be directed to voicemail. Please leave a message and we will phone you back as soon as possible.
How can I save my order for next time?
The easiest way to shop is by using our saved cart feature. You can find out more about it here.
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Security
I haven't shopped online because I'm worried about security. How secure is your site?
We use Paypal to process our payments and no credit card information is passed through our site, this is all handled by Paypal with their stringent security and advanced fraud prevention systems.
How does Paypal work? Do I have to be a Paypal member to shop with HomeFresh?
No you don't have to join Paypal to shop with HomeFresh. You can choose to become a Paypal member or use your existing Paypal member details to login on the payment page or you can simply choose not to login and use Paypal like you would any other payment processing company.
Paypal members can fund their purchase with their debit card, credit card, bank account or Paypal balance. Non members need to enter their credit card details for their payment to be processed.
For more information about Paypal visit their website: http://www.paypal.com.au
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