FAQ

FREQUENTLY ASKED QUESTIONS

Please, I need help!
How do I reach you to get support for placing my order online?

OK, I get the idea, now tell me more
What is the minimum order?

Is there a delivery charge?
Can I specify a delivery time?
I live in an apartment building. Can you deliver to me?
I’d prefer to receive my orders at my work office. Can I?
What if I am going away on holiday, or simply want to skip a week?
When will my order be delivered?
Do I have to be home to receive my delivery?
Will my order be safe outside?
How long do I have to get deliveries?
When is the deadline for changes/order cancellations?
What if I forgot to customize my box before the deadline?
Do I have to order a produce box?
Can I customize my box?
Why won’t the website let me modify my box?
Why was there a substitution in my box this week?
What is my Never Send list?
What if I don’t like a certain vegetable?
What is a Standing Order?
Can I have a particular fruit or veggie every week?
I’m having a hard time eating everything in my box. What should I do?
Do I have to order online?
What if I have to cancel my order?
One of the items that I ordered was missing this week.
What if I am not satisfied with the produce?
I didn’t get an invoice this week.
How can I pay for my order?
How should I store this produce?
I need help using the produce!

How do I reach you to get support for placing my order online?
We would be happy to help you navigate the website, either by answering one-off questions or on the phone in “real time.” Please call us at 613 745-6868 or email us to set up a time: yannick at goodfood2u dot ca. 

What is the minimum order?
There is no minimum order, however a $5 delivery charge will be added for any order under $35.

Is there a delivery charge?
We offer free delivery for all orders over $35. For orders under $35, a $5 delivery charge will be added.

Can I specify a delivery time?
We cannot guarantee delivery times, however we typically know around what time we will be in your neighbourhood and will let you know when you sign up for a delivery.  If you want advance warning on the day of delivery, let us know and we can text or call you before delivering.

I live in an apartment building. Can you deliver to me?
Yes, we deliver to many apartments in town. If we deliver at a time of day when you are not home we will need a way to ensure we can safely get your order to you. Please contact us to find the best way to do this.

We deliver to our downtown residential customers on Thursdays between 6 and 9 pm.

I’d prefer to receive my orders at my work office. Can I?
Yes, absolutely.
We deliver to the downtown offices on Friday, between 11 am and 1 pm.
If you work outside the downtown core, we will deliver to your office as part of our regular routes, depending on where you work. For example, we deliver to Kanata on Wednesdays, so if you work in Kanata we’d deliver to your office on Wednesdays.

What if I am going away on holiday, or simply want to skip a week?
If you need or wish to postpone or cancel your order for a while, you can enter your away days online. Tick off the deliveries you would like to skip.

When will my order be delivered?
Your order will be delivered on Wednesday, Thursday or Friday depending on where you are located. To find out your delivery day go to the Delivery Areas page.  We will provide you with the approximate time of your delivery when you sign up to receive your first order.

Do I have to be home to recieve my delivery?
No. We ask you to leave a cooler out in a safe place to drop your order off into. We will leave your order in the cooler to help maintain quality until you can move it inside, especially on very hot or cold days.

Will my order be safe outside?
Generally yes. You know your neighborhood best: please ensure you are asking us to leave the box in a safe location so we can ensure that you get your order.

How long do I have to get deliveries?
You can order once, twice, hundreds of times and at any frequency! If you would rather not have a Standing Order, feel free to create a Current Order when you would like a delivery. Click the link in the order reminder email that is sent to every active account and create a Current Order before the order deadline.

When is the deadline for changes/order cancellations?
Your deadline will depend on your delivery day.

For Wednesday deliveries the deadline for changing or cancelling your order is Monday at noon.

For Thursday and Friday deliveries the deadline for changing or cancelling your order is Tuesday at noon.

Changes cannot be made on the website after the deadline. Please call us with any emergency requests. We will try to accommodate your changes.

A late cancellation fee of $20.00 will apply to cancellations made after the deadline. At that point in time we cannot change the order but can redirect it as a donation to the Food Bank.

What if I forgot to customize my box before the deadline?
We will customize the box for you based on your Produce Preferences by removing your ‘never sends‘ and substituting other products from your ‘often’ or ‘very often‘ lists.

Do I have to order a produce box?
No. You can choose from our lists of fresh local produce and groceries in your Current Order. The minimum order value for free delivery is $35. Otherwise a $5 delivery charge will be added.

Can I customize my box?
Yes, most of our boxes are customizable.  From the Weekly Produce Listings you can make choices and/or unlimited changes at your Current Order page. You can go in and make changes to your Current Order as often as you want before the deadline for final changes. You will receive an email confirmation after each session.

Why won’t the website let me modify my box?
It is likely because the deadline for making changes to your order has come and gone for this week.  If you are having problems please call us at 613 745-6868.

Why was there a substitution in my box this week?
It can happen that, at the last minute, our supplier was unable to bring in enough of a product to fulfill all our needs. Often they bring something else to compensate.
Additionally if we receive produce of substandard quality we will not add it to your box but will rather substitute it for another item.

Our policy is to substitute anything that is inside a produce box. Items that are added outside of a box are credited.

What is my Never Send list?
This is a list of modifiable produce that you do not want to be included in your box. In case we need to make a last minute substitution on your order (for example, if the deer have eaten all the peas at the farm!), we consult your ‘never send’ list so that we don’t send you something you would rather not have. To create or modify your Produce Preferences if you  are already logged in, please visit here.  Otherwise you can create an account here and then click Produce Preferences from the top-most menu.

What if I don’t like a certain vegetable?
You can always customize your box yourself online, or tell us the items you never want to receive in the Produce Preferences window. Your positive preferences (set as ‘often’ and ‘very often’) assist us with making the substitution for you.

What is a Standing Order?
Our most popular option is the STANDING ORDER. You choose the Produce Box best suited to your needs and how often you want to receive it (weekly, every two weeks, or once a month).  You will then automatically receive it, unless you tell us otherwise.

Can I have a particular fruit or veggie every week?
Fruit and vegetable availability changes from week to week.  You can add a particular fruit or vegetable to your standing order and we will try to ensure you receive it, but we can’t guarantee that we will offer it every week.

I’m having a hard time eating everything in my box. What should I do?
Try receiving a box every second week instead, or splitting one with a friend and/or neighbour.  You could also try adding more produce into your food: kale and avocado in your morning smoothies, sweet potatoes and zucchini in your muffins.

Do I have to order online?
No, you do not have to order online. You can phone 613 745-6868 to place your order as soon as the produce listings are available.

What if I have to cancel my order?
A late cancellation fee of $20.00 will apply to cancellations made after the deadline.  At that point in time we cannot change the order but can redirect it as a donation to the Food Bank.

One of the items that I ordered was missing this week.
If an item appears to be missing from your box, we may have had to make a last minute replacement, so check the invoice we included in your delivery.
If something is indeed missing from your order, then please let us know. If we have made a mistake, we will either credit your account or replace the item free of charge the following week.

What if I am not satisfied with the produce?
We guarantee the quality of our products.  If you are not satisfied with a product you received, be sure to get in touch with us so we can replace it for you.

I didn’t get an invoice this week.
You can always view all your transaction details here.

How can I pay for my order?
You can pay by cash, cheque, email transfer or credit card. Credit card details must be input on the “Update Your Account” page on the website.

goodfood2u operates on a C.O.D. (cash on delivery) or prepay basis only. When you are paying by cheque, make your cheque payable to goodfood2u and leave it out inside your cooler, or in an obvious place for our driver to see.  Please send e-transfers on the day of delivery to jennifer at goodfood2u dot ca.

How should I store this produce?

Check out our information on Produce Storage.

I need help using the produce!
Check out our recipe section. Items are listed under the vegetable or fruit but don’t be afraid to sub in different leafy greens or change something up and create your own recipe!