We do not currently offer refunds unless your order was not fulfilled due to an error on our end or an item was delivered in an inedible condition, but please email us if there is an issue with your order. We will do our best to remedy it.
If an item is you received is damaged or has gone bad, let us know and we will issue a refund for that particular item.
Contact email addresses are:
firstname.lastname@example.org (SF Bay Area)
email@example.com (New York)
Please give us 2 business days to reply to email correspondence. Our office hours are Tuesday to Friday, 10am to 3pm. We are all working from home, but we still generally adhere to these hours. We do our best to get back to all emails in a timely manner, but we do not have employees who are “on call” at all times of the day.
We process emailed orders for add-ons one or two days before the scheduled delivery date. For example, if you email an order for Friday, we will get back to you by Wednesday or Thursday.
Customers may order for the upcoming week as long as we have your order by 3PM Pacific Time one day before your area’s delivery day if you are in California and by 6PM Eastern Time *two* days before your area’s delivery if you are on the East Coast.
Please note that the website order form is the same order form week to week and always displays the next 3 upcoming delivery days. As one day “expires” at 3pm the evening before scheduled delivery/pickup, the next available delivery day will become an option on the order form. Please double check the date you are selecting.
All orders are packaged and shipped according to location:
- San Francisco on Wednesdays, Fridays, and Saturdays
- Oakland and Berkeley on Wednesdays and Saturdays
- Kensington and Albany on Wednesdays and Saturdays
- NYC on Saturdays
Customers do not need to be home to accept delivery. Drivers will use their judgment to decide whether to leave your box without someone to accept, unless you’ve given specific delivery instructions. We will notify you when your box has been delivered to your specified location with a text or by ringing the doorbell/knocking at the door. Please list a mobile number as your contact number so our drivers can text you when your order has been delivered. If you need a phone call, please specify in the “Notes to the Farmer” field of the order form.
If you have any special delivery instructions or a specific need, please enter these in the “Notes to the Farmer” section of your checkout form.
Likewise, if you do not want your farm box left at your specified delivery address in the case no one is available to receive it upon delivery, please let us know in the “Notes to the Farmer” section of your checkout form.
Deliveries can happen any time between 9am and 8pm on the day of scheduled delivery. There are rare delays, especially around holidays and in the ambiguous COVID economy and its high demand for home delivery. We cannot give specific delivery times or more narrow delivery windows than the one provided as our drivers sometimes have to change their initially planned route, so if you may be out when your driver arrives, please be sure to provide any delivery instructions your driver may need. Feel free to reach out via email if you have not received your order by 8pm.
We offer several public and private pickup locations in:
- San Francisco on Wednesdays, Fridays, and Saturdays
- Oakland on Wednesdays and Saturdays
- Berkeley on Wednesdays and Saturdays
- Menlo Park on Wednesdays
- Brooklyn on Saturdays
Pickup at public sites will be in the time window stated for each location; please do not assume someone will be there to hand off your order after hours unless previously arranged. No refunds will be given for late arrivals or boxes not picked up. Once boxes have been delivered to the pickup site, they are your responsibility to retrieve from the site. We do not operate the majority of the pickup sites and are not responsible for boxes that are not picked up, nor are we able to keep track of said boxes.
Please list a cell phone number as your account number so you can receive texts from pickup site operators.
While delays to pickup sites in the Bay Area are rare, if a driver is running late, you will be notified via email of the delay. Please check your email before going to your pickup site to see if there is a delay, just in case.
For residential pickup locations that do not list a time for pickup, the delivery driver or location host will alert you when your box is ready to be picked up. Please provide a cell phone number as your contact number so the driver or pickup host can text you when your order is ready. Your pickup host can provide more information about when pickups generally occur. If you do not have a cell phone number, you must give explicit instructions for how you’d like to be notified in the “Notes to the Farmer” section of your order form.
Please only choose pickup locations listed as Private if you know the person hosting the pickup or have been given permission and instructions on how to pickup your box at that location. We do not operate those pickup sites and cannot offer support for your pickup should issues arise.
When we run out of an item on the farm for our boxes, it will be replaced or substituted with another item that we offer or we will increase the quantity of another item in the box. Please know that substitutions are quite common and you may not receive every particular item listed in the newsletter/flyer.
The description we send out is an idea of what will be in the box, and there will often be some variation around the theme.
We are not able to fulfill specific requests for substitutions for items you don’t wish to receive in the mixed produce box.
STORAGE and FOOD SAFETY
From the time of delivery or pickup, the condition and consumption of the products are solely at your risk, and you are solely responsible for the proper and safe washing, handling, preparation, storage, cooking, use and consumption of the products following delivery. We recommend that you follow the USDA’s instructions on safe food handling, which can be found here. Failure to follow safe food handling practices and temperature recommendations may increase the risk of foodborne illness. In addition, pregnant women, young children, the elderly and individuals with compromised immune systems should follow the U.S. Food and Drug Administration’s recommendations on food consumption for at-risk groups, which can be found here.