Ordering process: You can log onto our site anytime after Friday at 2 pm to add items to your cart and/or complete an order. The deadline to place an order is the previous day of your designated delivery day at 10:00 AM (e.g. Tuesday at 10 am for a Wednesday delivery). If you are trying to place an order after that time, we will do our best to accommodate but we ask that you contact customer service to discuss further.
Produce baskets can be ordered any time and are customizable until 10:00 AM on the day before your delivery. We will notify you by email each week when produce baskets are ready to be customized (typically Friday afternoon).
Sign Up Fee: There is a one-time membership fee that is charged as part of your first delivery.
Billing: We’ll charge your credit card on the afternoon of your delivery. For standing orders, you don’t need to visit the website each week as your credit card will be billed automatically during weekly processing. Please update us with any changes to your billing information to avoid missing a delivery. If we are unable to process your payment, we may not be able to send you a delivery that week. If we can’t reach you for payment after multiple attempts, we may also have to suspend your account until we can recover payment. This is only a last resort and we always try to avoid doing this.
Standing orders: If you have a standing order but do not customize or otherwise amend your order each week, we will continue to send you any standing order items on your account such as your weekly produce basket. If you are receiving a weekly produce basket, we will automatically remove any items you have listed as “never-sends” on the website and replace them with comparable items. If you want to skip a week of your standing order or amend your standing order, we ask that you log on to the website or call us to make the change(s).
Receipt of order: We deliver orders Monday to Friday each week. Your area has a set delivery day determined by your address (we’ll contact you once you register to confirm your delivery day but you can see our delivery map to get an initial idea). Deliveries occur after 1 PM on your scheduled delivery day, and we do our best to deliver between 1 and 8 PM. It would be amazing if you were available on your delivery day to receive your order in-person. However, if you are unable to be home at the time of delivery, we will leave your order for you. Your order will be delivered to your front door unless you provide us instructions to leave it in an alternative area of your home that we have access to (i.e. a side door, a garage). Unfortunately, we cannot guarantee the quality of items after they have been delivered to your home. We particularly encourage you to leave us a cooler or let us know if there is an indoor area we can leave your items when it is below minus 10 degrees Celsius or above 20 degrees Celsius.
For apartments and condos, we will deliver to your unit door if you are able to buzz us through the front doors. We are also happy to leave your bin with a doorman or concierge, but we ask that you get permission in advance from the doorman/concierge. Other delivery options may be possible so please be in touch to discuss this. We’ll do our best to work something out!
Delivery of perishables such as dairy and other temperature-sensitive foods: We take the utmost care to safely package and transport perishables, such as dairy and other temperature-sensitive foods. If a delivery of perishable items is made while you’re not home, we cannot take responsibility for the quality or safety of items after delivery. Therefore, we recommend that you be home to receive your delivery if you are ordering perishables.
If you have ordered perishables and will not be home at the time of your delivery, we recommend that you leave a cooler with ice packs or frozen water bottles by your door for the driver to deliver perishable products. In the event that you are not home and no cooler is left out at the time of delivery, we will leave your perishable items in as safe a manner as possible but cannot take responsibility for the quality or safety of those items.
Satisfaction guarantee: We stand behind the quality of our products. If you’re unhappy with an item, we’ll refund you and provide a replacement to you at no cost on your next order. In some instances, we may also ask you to return the item to us so that we can validate the quality issue. We ask that you notify us within 3 days of experiencing a quality issue so that we can promptly address the issue.
Cancellations: If you need to cancel an order, we ask that you cancel prior to 10:00 AM on the previous day to your scheduled delivery (e.g. Tuesday morning at 10 am for an order scheduled on Wednesday).
Delivery times: We typically deliver between 1 and 8 PM on your delivery day. However, we cannot absolutely guarantee delivery within that window (sorry!) as traffic, weather and other factors can sometimes create unforeseen changes to the delivery schedule. You can generally count on receiving your delivery at the same time each week, but delivery routes are subject to change from time-to-time.
Item availability: In the event that we are out of stock of an item that you have purchased, we will replace it with a comparable item and notify you of the change. If you are unhappy with the substitution, please let us know and we will provide a credit or refund on your account. In the case of produce, if an item is unavailable, we will do our best to replace the item with a comparable item from your “Likes” list and never substitute with an item on your “Never-sends” list.
Number of items in produce bin: The number of items contained in the produce bin will vary from week to week depending on the bin contents. Each bin size and type contains a fixed number of credits, meaning that if you add higher-value items to your bin, you will receive less total items in the bin (and vice versa).
Emails and newsletters: Once you register with us, you will receive order reminder notifications sharing the contents of the week’s produce basket and sharing other news on Mama Earth happenings. We may also send you a newsletter from time-to-time which you can unsubscribe from at anytime using the "Unsubscribe" link at the bottom of the newsletter email.
Bin return: Please return your bin to us on the day of your next delivery. When returning the bin, please place it in an obvious location for pick up on the day of your regular delivery (or let us know where it is so we can find it).
If you have any other questions, please don’t hesitate to contact us by email (firstname.lastname@example.org) or phone (416-850-8662).