Organic Vegetables
FREQUENTLY ASKED QUESTIONS
White%20Gradient_edited.png

SHOPPING QUESTIONS

HOW DO I SIGN UP AS A CUSTOMER?


To Sign Up as a customer, click here to set up your account. Before shopping, we recommend that you visit this page to watch the video & learn how our service works. Tips when signing up: - When choosing your pickup location in your profile, choose the location that you will use most frequently. (You can change this later if desired.) - Be sure to enter the address that matches your credit card information.




HOW DOES WFM2GO WORK?


WFM2Go is an online ordering and pickup service. Customers can order from 55+ vendors and over 1,800+ products online, and pick them up at their closest community hub on Wednesdays or Saturdays. All you need to do is sign up, pick the correct pickup date (top left hand corner), then start shopping, and confirm your order!




WHEN CAN I ORDER?


We have two pick up dates. Each date has a time period when orders can be placed: Wednesday pick up
Opens: the previous Wednesday at 7pm
Closes: the previous Monday at 7pm

Saturday pick up
Opens: the previous Monday at 9pm
Closes: the previous Thursday at 7pm Important: On Thursdays you can order for either Wednesday or Saturday, but you must choose the correct date on the top left of the products page before you start shopping!




HOW DO I KNOW IF I HAVE A CONFIRMED ORDER FOR PICKUP?


When you place an order and hit confirm, you will receive an email confirmation. (Be sure to check your junk mail!) In addition to the confirmation email, on the day before deliveries, you will receive an email from us with details about the pickup, and a link to what time you can pick up your order (You can also find this information 24 hours prior to pick up by clicking here). If you do not receive these communications, you can always check if you have an order in by logging in to your account, go to account activity, click the drop down to see if you have any orders in. Even if your cart is empty, it’s still important to check account activity if you think you placed an order. Important: Even if you click the confirm button more than once, you will still only have one order in the system. It is not possible to place multiple orders for the same delivery day.




CAN I ORDER FOR SATURDAY AND WEDNESDAY?


Yes! Just check the drop down on the left hand side of the product shopping page and place an order, then switch it during the ordering open window to place another order for the other pickup date.




WHAT DO I DO IF I PLACED AN ORDER FOR THE WRONG DAY?


If you need to switch your pickup date, you will have to cancel the order you placed, then go to the products page, click the drop down in the top left to pick the correct date, then place the order again. This is because there are producers who only offer items for specific pickup dates, so some products may not be offered for both days.




CAN I KEEP ITEMS IN MY CART FOR THE NEXT ORDERING PERIOD?


Unfortunately not. Our system will delete what’s in your cart when the ordering window closes. This is because not all the same products are available week to week, or even delivery date to delivery date. If you do not confirm your order before the ordering window closes, you will need to place a new order when the new ordering window opens. Tip! You can create a favourites tab to make shopping your favourite items easier. Login, go to the products shopping page, click on a product and then click the button to add it to your favourites list. These products will show up on the drop down menu on the left hand side.




HOW DO I CHOOSE MY PICKUP DATE?


On the products page, there is a drop down button to switch between Wednesday or Saturday pickup.




HOW DO I CHECK WHICH DAY MY ORDER WILL BE READY FOR PICKUP?


You can check either from the email you received when you confirmed your order, or by visiting Account Activity: Login, click Account Activity (little person on the left of the green bar on the products page), choose your order in the drop down, check distribution date. Please watch this video for step-by-step instructions.




HOW DO I CHANGE MY PICKUP LOCATION?


There are two ways to change your location: 1. Changing your default location: login to your account, click the little person in the top right corner on the green bar, go to account information, change the default location on the right. Make sure to scroll to the bottom of the page and save the changes! Important: If you already have an order in, changing your default location will not change the location on that order. 2. Changing location for one order: Maybe you already placed your order, or maybe you want to just change your location for one day. To do this, go to your cart, on the left hand side, update the location. If you want that location to be your pickup location moving forward, it’s best to also update your default location so you don’t forget! If you are concerned you chose the wrong location, please contact us using this form.




HOW DO I CANCEL MY ORDER?


You can only cancel your order while the ording window is still open. The cutoff for cancelation is: Monday at 7pm for Wednesday pickup, or Thursday at 7pm for Saturday pickup. To do so, login, go to your cart, and scroll to the bottom and click the cancel button. Please note: You may still receive emails from us regarding delivery times, even if you cancelled your order. If you are worried you did not cancel it, you can check by logging in, going to account activity (using the little person icon on the green bar) and using the drop down to check past orders.





PICKING UP YOUR ORDER

DO YOU OFFER HOME DELIVERY?


Sorry, at this time we only offer delivery to our pickup hub locations.




WHEN WILL MY ORDER BE READY FOR PICKUP?


Specific pick up times are emailed to you the day before pickup. You can double check the timing by visiting this page, and clicking on the link to the proper delivery day. Note: Specific pick up times are ONLY ACCURATE 24 hours prior to pickup. Please ensure that you are looking at the correct date when checking the specific pickup times on the website. Please also keep an eye on your email in case we are running behind. If you are wondering if you placed your order for the correct ordering period, please watch this video.




WHAT HAPPENS IF THE WEATHER IMPACTS DELIVERIES?


If you have an order placed and are worried about winter weather, know that we are as well and we won’t put our delivery team on the road, nor would we want you on the road when it is unsafe. What to expect when winter weather impacts our deliveries: Wednesday Snowstorms When winter weather impacts Wednesday deliveries we will instead send them out for pick up on Thursdays. You will receive an email of this change on Tuesday morning with details on pick up. Saturday Snowstorms If weather impacts deliveries on Saturday we will have to make the unfortunate decision to cancel orders for Saturday by Thursday night at 7pm. The reason we would choose to cancel is because the logistics of packing around our Saturday Market is just too difficult to accommodate. Thursday is pretty early to make a decision to cancel, but we have to make the decision now so that our vendors don’t begin the process to make, bake, pick, and pack your orders. It’s possible that we will make this decision on Thursday and the storm will miss us and we could have gone ahead with deliveries. Unfortunately, this is the risk we will take to keep our team safe. In the off chance that we get an unexpected storm on Saturday, we may decide to do deliveries on Sunday or we will cancel on Friday night or Saturday morning. Please bear with us as we make these difficult decisions. Payment of orders We only charge credit cards for orders once they are on the road, this is our practice no matter the weather. For this reason, you will not be charged until your order is out the door. And so, if we decide to cancel you will not have paid for your order and will not need a refund for your order. With so many moving pieces including delivery teams, staff, volunteers, vendors, and you our customers, it’s tough to make these weather related decisions. And sometimes we may make a call that doesn’t seem to make sense, but we are dealing with locations that span from the Valley to HRM, and need to keep everyone in mind when doing so. If you have any questions at all, please feel free to fill out this form and we will get back to you shortly. Thank you for your understanding,




WHAT DO I DO IF I DIDN'T GET MY WHOLE ORDER?


Please fill out this form, and we will get back to you. Please note that if you forgot the items at the pickup location, we may not refund you for the amount.





PAYMENTS & FEES

IS THERE A MINIMUM ORDER AMOUNT?


No, you can order as little or as much as you'd like!




IS THERE A DELIVERY FEE?


No, there is no delivery fee, regardless of order size. (Currently, we do not offer home delivery, only delivery to central pickup locations)




HOW DO I PAY AND WHAT TYPES OF PAYMENT ARE ACCEPTED?


When you sign up you will be asked to enter credit card information to place an order. All order transactions are processed after your order has been packed, on Wednesday or Saturday afternoons (depending on the pickup day you selected). We accept Visa, Mastercard & can also accomodate e-transfer. If you’d like to pay by e-transfer, please do the following: Once you have compiled the items in your cart that you would like to purchase, email wfm2go@wolfvillefarmersmarket.ca to inform that you'd like to pay by e-transfer (during office hours Tues-Fri 10am-4:30pm), and we will send you a confirmation email. Send e-transfer to accounts@wolfvillefarmersmarket.ca for the amount in the confirmation email, no password needed.




HOW DO I PAY BY E-TRANSFER?


if you want to pay by e-transfer please be in touch and we will set you up.





CONTACTING US

I HAVE A QUESTION NOT LISTED, WHAT DO I DO?


Please click here to fill out our contact form and a staff member will get back to you shortly.




WHAT DO I DO IF I DIDN'T GET MY WHOLE ORDER?


Please fill out this form, and we will get back to you. Please note that if you forgot the items at the pickup location, we may not refund you for the amount.




I'M HAVING TROUBLE SIGNING UP, WHAT DO I DO?


Please fill out this form and we will setup an account for you and send you a password reset. You will then need to login, update your credit card, address, and pickup hub location.




HOW DO I BECOME A VENDOR WOTH WFM2Go?


Thank you for your interest in joining WFM2Go! Our service is mainly made up of vendors who attend our in-person Market. However, seasonally (4 times per year) we invite vendors to join us as affiliates to fill gaps we have identified in our product listing. If you are interested in being put on our list of potential vendors, please fill out this contact form, and we will respond to let you know what the next steps are.





COVID PROTOCOLS

WHAT PRECAUTIONS ARE BEING TAKEN AT PICKUP TO FACILITATE SOCIAL DISTANCING?


- First, if you are showing any signs of being unwell, or if you are under self-isolation for any reason, please find another to pick up your order. If there is an issue, please be in touch and we will see how we can help. - Second, it is very important that you please come during the allotted time of your hub (no later!); and, that you bring your own bags or boxes to put your products in. When you come, please either wait in your vehicle or stand a far distance back until you can see that our delivery team is all set up. - If you see five people waiting outside for delivery, please also stay in your vehicle or stand back and wait until there is a spot available at a pylon. (Allowing for up to five customers safely distanced plus Delivery Team). If you came on foot, and there is not room at a pylon, it is essential that you still maintain 2 metres distance from anyone at the hub. - When a pylon is available, please stand at one of the five pylons until you are asked for the name on your order. (This is not a drive-by service, so please do not drive your vehicle to the pylon, but rather park and you yourself come to the pylon) - The Delivery Team will have set up a table with sanitizer, a sign with instructions, and pylons to ensure that customers line up 2 metres apart. - The first person will wait at the sign and share their name. - A member of the Delivery Team will get their order and place it on the table. - You will then be invited to come to the table, where you will be offered sanitizer and then you can unload your products from our bins into the bags that you brought with you. Be sure you check over your printed invoice and the items in your bin to see that you have everything before leaving the hub. If you forget something, we will do our best to get it to you on our next delivery trip. - Once you are done, we ask you to stack the bin beside the table so we can then sanitize the table; ready for the next person (In Wolfville you can leave the bin right on the table).




WHAT PRECAUTIONS ARE BEING BY THE WFM2GO TEAM IN LIGHT OF THE COVID-19 PANDEMIC?


We care deeply for the safety of our community. In light of the covid-19 pandemic we are taking on extra precautions to maintain safety. Below are a few of the things we do to protect our community. You can also watch our safety video here. Sanitizing bins and hand washing are not new practices for us, these are things we have always done, pre-pandemic, for food safety practices. If you have specific questions about our processes, please contact us here. - All bins and coolers that are used to deliver orders are washed with soap and water and sprayed with a sanitization solution after every use. - The delivery van is sanitized in between every delivery day. - Staff, volunteers, and vendors who pack your orders wear masks, practice social distancing, and sanitize their hands before handling your items - We have strict social distancing processes at our hub pick up locations (see above question)





SUBSCRIPTIONS

WHAT IS A SUBSCRIPTION?


Subscriptions are item(s) that you can subscribe to in order to receive weekly or monthly without having to login and place an order, much like a magazine subscription (but better, in our opinion). All of our subscriptions can be found under CSA & Subscriptions in the top menu. The individual products are also displayed in our regular shop (they will have an icon indicating that you can subscribe to the product). Some examples of subscriptions include: CSA food boxes, flower bouquets, milk, eggs, soap, laundry detergent, krauts, broth, meat, and more!




WHY ORDER A SUBSCRIPTION?


Subscriptions allow you to have recurring orders without the need to reorder your favourite items each week - saving time! Conveniently, your subscription will be sent to your hub location each week until you decide to cancel it. But don’t worry about forgetting, you will receive a reminder email each week. Imagine - fresh food delivered to your community without even thinking about it! You will be charged on a week by week basis for your subscription. You can cancel or hold your subscription at any time with one week's notice.




HOW DOES A SUBSCRIPTION WORK?


You can order a subscription at anytime. Place your order no later than Monday at 12pm to receive your subscription the same Wednesday at one of seven delivery hubs. If you place your order after Wednesday, the previous week, you will not receive your first subscription until the following Wednesday.




CAN I ORDER OTHER ITEMS WITH A SUBSCRIPTION?


Sure! Feel free to add any of the items from our regular store to your order, but keep in mind that if you are ordering your first subscription after Wednesday, the previous week, you will only receive your regular items from the storefront that Wednesday, but won’t receive your subscription until the following week.




CAN I SKIP A WEEK OF MY SUBSCRIPTION?


Sure! If you have summer vacation or will be away and unable to pick up your order, you can login to your account and pause your subscription. This needs to happen not later than one week in advance of your scheduled delivery date.




CAN I CANCEL MY SUBSCRIPTION?


It depends on the subscription, contact us to find out.





wfm2go.png