FAQS

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Frequently Asked Questions

Faqs.

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Order Issue

Have a note saying something missing.

Sometimes a supplier might not be able to supply. In this instance we will write a note which the Hubster will put into your bag.

We will then organise a credit to your account. This credit will appear in a future order.

You will receive an email letting you know this when the credit has been applied.

You can check PAST ORDERS on the left panel of your login to check the credit was applied. It might be that week or the following depending when your Hub is and when the note comes to be credited.


Quality guaranteed

We check for quality three times before you receive it:

  1. The first check is when we receive the shipment from the grower (although this may be based on a few samples).
  2. The second check occurs when we re-pack the produce into crates for each Hub.
  3. The last check is done by the Hubster when (s)he packs the produce into your bag.

Despite our focus on quality checking, some dud fruit or veg may slip through. At other times, something may turn bad with a couple of days.  After all, we’re dealing with perishable foods – and they can behave somewhat unpredictable at times. Claims for greenery please within 24 hours and other items within 48 hours please. We cannot be responsible beyond this for storage at home.

Please send an email to: credit.harvesthub (at) gmail.com

Subject line: Order Issue

Claim any greenery within 24 hrs of delivery Other within 48hrs of delivery.

Not accepted outside this time limit.

Please put: Name / Hub Name/ Whether Spoilt/Missing/Short /

Item description and a PHOTO attached if Spoilt.

 

If there are other or ongoing issues please feel free to contact us on  email

info (at) harvesthub.com.au

 

In almost all cases, we will credit your account for the duds.  We rely on our members’ honesty in only reporting genuine case of poor quality.

We will not consider credits if you do not pick up your bag on delivery day.


Missing from my order – no NOTE in my bag.

Something is missing from my order. How do I tell Harvest Hub?

First ask your Hubster.

At the Hub or you can email to   credit.harvesthub (at) gmail.com

When Hubster receives the goods they check items and will usually email Harvest Hub if an item is missing.

Second step

If Hubster does not know, then let Harvest Hub know. Send an email to credit.harvesthub@gmail.com

Subject line: Order Issue

Claims for greenery within 24 hrs of delivery Other within 48hrs of delivery.

Not accepted outside this time limit as we cannot be responsible for storage at home.

Please put: Name / Hub Name/ Whether Spoilt/Missing/Short /

Item description and a PHOTO attached if Spoilt.


There is a spoilt item in my bag.

GREENS – if there is a green item you need to put in a credit request withing 24hours of delivery. If you find your green has wilted simply pop in ice water, shake it off dry then pop into a ziplock bag and into the fridge

GROCERY ITEMS – Send email to  credit.harvesthub (at) gmail.com

Outside this timeframe we will not consider a credit request as we cannot be responsible for storage at home.

Subject line: Order Issue

Claims for greenery within 24 hrs of delivery Other within 48hrs of delivery.

We will not accept claims for orders picked up after delivery day.

Please put: Name / Hub Name/ Whether Spoilt/Missing/Short /

Item description and a PHOTO attached if Spoilt.


Ongoing issue?

Sometimes there is an ongoing issue which we are not aware of. Please do let us know then we can do something about it. It might be ordering, packing, pick up, payment etc.

There can be numerous reasons why something is happening and we would like to investigate and get it right for you. For one example, an ordering issue where something is set in the Always Include and you keep getting something you are thinking you did not order or not getting something and it’s in the Always Exclude.

We want you to have a positive experience with Harvest Hub and supporting local and Australian growers and manufacturers. So we need to know if you are having an issue. We can then figure it out and fix it.

Please be reassured we will treat this in confidence.

Please email  info(at)harvesthub.com.au


 

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