Managing orders and payments
Setting up your initial order
Your registration includes 2 important things:
- Setting up your initial order - which can be a Value Bag or a Custom Order, or something in between. For more information, see Products
- Setting up your payment method. You only need to do this once, using either a Visa, Mastercard debit/credit card, or an Amex credit card. This is done via a 128-bit encrypted site managed by a company called eWay; they securely process millions of transactions every day. That means we do not store - or have access to - your card information.
Maintaining your weekly order
To update you order, you can log in from Saturday 8am up to the order cut-off deadline.
The cut-off for order changes, cancellations and suspensions is 6pm, 2 days prior to the pick-up day. For example, Wednesday pick-ups have a cut-off of Monday 6pm.
Importantly, you have a standing order - so the onus is on you to cancel or suspend your order before the cut-off. If you fail to cancel, you will have to pay for your order - which will be donated to charity. However, if you tell us before the pick-up time, we will refund you one-third of the order value - i.e. we forego our profit.
If your standing order is one of the Value Bags, then you will automatically receive whatever selection of fruit and vegetables we've made for that week. This selection will vary from week to week. You can customise any Value Bag by adding and removing items, but any changes you make only apply to that week's bag.
If you choose a Custom Order, your selection of products remains fixed from week to week - unless you modify it. However, for your first order (and every time you skip one or more weeks), you must log in to select the products you want - otherwise your basket remains empty!
Your credit/debit card will be charged around midnight on the cut-off day. If the transaction is dishonoured, we will re-process the transaction usually within 48 hours. A $4.50 dishonour fee will apply to cover the re-processing cost.
The dishonour fee will be waived if your card got cancelled because of (suspected) fraud, or if the fault lies with the bank (usually because of network outage) or with us.