Frequently Asked Questions
Frequently Asked Questions:
1. How do I sign up?
It’s as easy as creating an account, logging in, and placing your first order.
2. When do I get my order?
It depends on where you live. Check out the routes map to see which delivery zone you live in. In general, we deliver South of Oxford and East to Dorchestor, Ingersoll and Woodstock on Wednesdays. We deliver downtown and North of Oxford on Thursdays, and we deliver Lucan, Parkhill, Lambton Shores, Sarnia, Strathroy, Komoka, Kilworth and parts in between on Fridays.
3. How do I pay?
You can pay online by visa/mastercard or visa debit or on delivery with cash or cheque. If paying by cash or cheque, on your first order please leave the payment in an envelope marked “On The Move Organics” and leave it in your mailbox or taped to your front door. For subsequent orders, just leave the payment in your empty bin from the previous delivery. If you would like to place a recurring order or use the autocheckout function you will need to pay by credit card and have saved a credit card number to your profile.
4. Is there a membership fee?
Nope! There is no membership fee. There is a refundable $15 deposit for the reusable blue rubbermaid bins that we pack and deliver your order in. This will be added to your first order.
5. I have my own bin, can I use that instead of paying the box deposit?
Sorry, but we need you to use our bin. In order to maintain the efficiency of our program, we use standardized rubbermaid bins. That allows the bins to nest inside one another when not in use and to stack nicely in our delivery truck and our custom built delivery bikes.
6. Do I have to make a commitment to a regular order?
Not at all. You can order as frequently or as infrequently as you like. We won’t deliver unless you place an order. That said, we do find that taking advantage of features like recurring standing orders or autocheckout is the best way to ensure that your fridge is always well stocked with delicious local organic produce. It’s far easier to eat healthy when healthy food is on hand.
7. Can I send a gift delivery to someone?
What a great idea! You sure can, just use the lucky someone’s address as the shipping address.
1. Is everything you sell certified organic?
You can rest assured that all of our produce is certified organic. The vast majority of our grocery items are certified organic too. Every item that is certified organic is very clearly indicated. In some situations, where an organic product cannot be sourced, we will offer a non-certified but still very healthy natural product in its place. In other situations, we will carry a non-certified local grocery product, when we can vouch for its quality and health.
2. Where does your food come from?
On the produce side of things we go above and beyond to ensure that our offering is as local as possible. To us, local means that the fruits and veggies come first from farmers that we know by name and have a relationship with. In the summertime, or produce offering is over 80% local, including items like bananas and avocados that we can’t get locally. We will always prioritize a local organic product over an imported one. We also always indicate where the fruit or vegetable came from with as much detail as we can (Farmer, Town, Province/State, Country).
3. Why don’t you have more local fruit?
Quite simply, there aren’t very many local organic fruit producers. In the summer time, we have excellent local organic melons. For a brief period in July there are excellent local organic blueberries and then again in August and September we have fantastic organic peaches, nectarines and coronation grapes from Niagara. In early Fall organic apples from the Collingwood area arrive. We’ve gone so far as to buy fruit trees in partnership with farmers to increase our fruit offering, but efforts like that take time to, well, bear fruit so to speak.
1. I’ve already checked out my order but I forgot to order something. What can I do?
Not a problem. Send us an email or give us a call and we’ll do our best to get the item
added to your order if we can.
2. It’s past the order deadline but I forgot to order something. What can I do?
Give us a call or send us an email. If we can make it happen, we will.
3. How does the “Favourites” section work?
We carry a lot of products and are adding more all the time. The favourites section makes it easier for you to find and order those items that you shop for regularly. Clicking on the little yellow star beside any product will at to your favourites section. Clicking on favourites will show you everything that you have added to that section. Pretty neat.
4. Can I set up a regular standing order?
A regular standing order is a great way to ensure you never miss an order deadline and always have good food at home or never run out of fair trade organic coffee. To set up a recurring order you will need to have successfully placed an order using a credit card and have saved the card number to your profile. After that, any item that is available as a recurring product can be set on a weekly or biweekly schedule by clicking on “add recurring” underneath the product. You can adjust the schedule at any time. Anything that you have on a recurring schedule will be automatically added to anything that you may have added to your cart previously on Friday at 8PM. You can continue adding other items to your cart between then and the order deadline of Monday at 11:59PM and the entire contents of the cart will automatically checkout then so long as it adds up to $30 or more.
5. How do I checkout?
If you have setup a recurring order or have activated the autocheckout feature, you won’t need to checkout. Whatever is in your cart will automatically checkout at the order deadline of Monday at 11:59PM.
If you aren’t using either of those features, the checkout process is 3 step process. First click on “Checkout”. On the next screen, double check that your order is accurate, enter in your billing and shipping information, choose your method of payment, enter in any special instructions in the order comments section, and then click on “Review Order” at the bottom right of the page. On the next screen, double check to make sure everything is as it should be and scroll down and click on “Submit Order”. You will then go to an order confirmation page and receive a confirmation email to the address that we is associated with your account.
6. Is there a minimum order?
Yes. A minimum of $30 in products must be in your cart to successfully checkout.
7. What’s this “Autocheckout” business?
Autocheckout ensures that you’ll never miss an order again because you forgot to checkout your cart. To activate autocheckout, you will need to have successfully placed one order using your credit card and saved the card number to your profile. Then, simply add items to your cart throughout the week. So long as there is more than $30 in the cart, it will automatically checkout at the order deadline.
8. Can I shop throughout the week?
Absolutely, so long as you are logged in to your account, you can add items to your cart all week long. You can even shop from different devices at the same time, so long as you are logged in. Almost out of butter? Add it the cart. Remember that you need vanilla extract for a special recipe next week? Add it to the cart. If you have signed up for a recurring order, anything you add to your cart during the week will be added to whatever you have scheduled on your recurring order for that week. We do update the website every Friday by 6PM to reflect what’s local, fresh, and available for the following week. We change the contents of the standard boxes at that time too, so you may want to double check your order after that but before the order deadline to make sure it’s accurate.
9. I don’t like “x” can I substitute for something else in my Standard Box?
Kind of. Our standard local boxes are carefully curated to offer fantastic value. In order to keep our prices accessible, we aren’t able to offer direct substitutions. That said, we do understand that for dietary reasons and personal tastes there will be some items that you’d rather not see in your order. You can “configure your box preferences” to add items to your “never send” list. Anything on that list will replaced by another item of roughly equal value as we pack you box. If you have a suggestion for what you would like instead, you can let us know in the order comments and we’ll do our best.
10. I can’t find a product that I usually purchase on the website?
Let us know. We’re always adding new products to our offering and we love nothing more than to be given suggestions by our supporters. Send us an email about what you’re looking for and we’ll do our best to get it for you.
1. Do you deliver to where I live?
Check out the routes page and see if you can find your house. Still not sure? Send us an email with your address and we’ll let you know.
2. What time will my delivery come?
We deliver between 4PM and 9PM on Wednesdays (Zone B) and Thursdays (Zone A) and between 11AM and 7PM on Fridays (Zone C). While our routes will change from week to week depending on who orders. Your order will arrive at roughly the same time each week. As the weather gets hot in the summer, we do shift deliveries a little later if we can to keep your precious cargo safe and cool for as long as possible.
3. Can I get my delivery on a different day?
Unfortunately not. We plan very efficient routes in order to keep our carbon emissions as low as possible (think public transit for veggies vs. taxis driving all over the place). Remember, you don’t need to be home at the time that we deliver. That said, we do offer a pickup option if you absolutely need your order on a different day.
4. I’m outside of your delivery area, can I pickup my order somewhere?
Yes, you can. Currently, you can pick your order from our Juice Bar on the second floor of the Western Fair Farmers’ market on Saturdays between 8 and 3PM. Just let us know in the order comments section of the checkout page.
5. I won’t be home when you deliver, what do I do?
That’s not a problem. In fact, most folks tend not be home when we deliver. Your box is kept good and chilly right up until its arrival. Sealed up tight and in a shady location, the contents will stay cool for a few hours. In the winter, on all but the most frigid of evenings, the contents will stay frost free for a few hours. If you have ordered any items that need to be refrigerated or frozen (dairy or meat) and you won’t be home to receive your order, we ask that you leave out a small cooler with some ice packs in it to keep those items safe until you get home.
6. Is delivery free?
Do you live Inside the city? Yes. For folks outside the city, there is a very modest $4 delivery charge to offset the additional time it takes to make those deliveries.
7. I live in an apartment/condominium, can you still deliver?
Absolutely! There are lots of ways to make apartment deliveries work. Most commonly, we phone about 5 min in advance of your delivery and meet you in the lobby on arrival. Or, we can buzz on arrival and be let in to leave the delivery at your apartment door. Other customers provide a key to the main lobby door that we bring on deliveries to enable us to leave the delivery at the apartment door. Some customers feel comfortable leaving their bin in the lobby area. Other customers arrange with their building manager for us to have access to the building. Just let us know which option works for you in the order comments section or by sending us an email.
8. I’m going away on vacation, can I put my delivery on hold?
Of course. If you have setup a regular recurring order you can set the schedule to whatever you like. Simply go to “My Account” and click on “Recurring Orders”. You can then uncheck the “Active” check box beside any date that you don’t want to receive an order.
9. I forgot to put my bin out. What do I do?
Don’t worry about it. We know life gets busy and things get forgotten. If you were planning on ordering again in the next couple of weeks just leave out two bins on your next order. If it’s going to be longer than that, we’d greatly appreciate it if you were able to drop off the bin at our booth at The Western Fair Farmer’s Market on Saturdays between 8 and 3PM.
10. I’m not happy with something in my delivery. What do you I do?
Oh no. That’s not what we like to hear. Please send us an email right away and we’ll make it right.
1. I’m moving (or I have moved). How do I change my address?
After logging in, click on the Menu (top right hand side) and click on “My Account”, then click on “Addresses”. You can edit your default address here, or even add a new address. If you are using autocheckout or have signed up for a recurring order please make sure that your default address is accurate.
2. I no longer want to receive deliveries. How do I get my box deposit back?
We’re sorry to see you go. Please bring your bin to our booth at the Western Fair Farmers’ Market on Saturdays between 8 and 3PM and we’ll refund your deposit.
3. How do I update my credit card information?
Click on “My Account” and then click on “Credit Card Profiles” you can update your billing information and your credit card information. Be aware that if you’re updating your credit card information, after clicking on “update” the page will revert to showing you just your name without a card number and an expiry date of January 2016. This is because we don’t actually store any of your information on our site, but rather on the site of our payment processor Beanstream.