You can log onto our site anytime after Friday at 3 pm to add items to
your cart and/or complete an order. The deadline to place an order is the
day before 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 two days before your delivery. We will notify you by email each week
when produce baskets are ready to be customized (typically Friday
Billing We'll charge your credit card on the day of your
delivery. For subscriptions, 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.
Subscriptions If you have a subscription but do not
customize or otherwise amend your order each week, we will continue to
send you any subscription 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 “Dislikes” in your
Produce Preferences on the website and replace them with comparable items.
If you want to skip a week of your subscription or amend your
subscription, we ask that you log on to the website or call us to make the
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 (e.g. a side door, a
garage). 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.
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 (e.g. Dairy) 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
Delivery of Frozen Items (e.g. seafood) As with the perishable items,we take the utmost
care to safely package and transport frozen items like Seafood. If a delivery of frozen
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 frozen items.
All frozen items are packed in an insulated cardboard box with dry ice to keep everything cold.
The dry ice will keep everything cold for about 24 hours. Be careful when handling the dry
ice and please do not touch it with your hands directly (it will evaporate on its own).
Satisfaction Guarantee We stand behind the quality of our products. If
you're unhappy with an item, we'll credit 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 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” and never substitute with an item on
your “Dislikes” in Produce Preferences on the website.
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.
Returnable Bins If you are using our returnable bins, 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).
Bottles We may use frozen water bottles to help keep items in your bin
cool. Please do NOT drink these water bottles. We sometimes refill them.
We hope you'll return them with your next order (you can leave them in
your bin) so that we can continue to use them.
Dry Ice Dry ice is used when packaging frozen items to keep
it cold during transport. Please do not touch the dry ice with your hands directly!
It has a freezing point of -78.5 celsius and can cause freezer burn if touched.
Leave it in the box it arrived in and it will evaporate on its own.
Promotions Only one
promotion can be applied per person, address, or account. This applies to
promotional codes as well as any other new sign up incentive.
Refer a friend and we'll apply a $30 credit to your account! The referred
person must have placed, and paid for, one order. At the end of the week
that their order was placed, we'll add the credit to your account. Note
that the referred person cannot reside at the same address or already have
an account with us.
Any Other Questions? If you have any other questions,
please don't hesitate to contact us by email firstname.lastname@example.org or