Welcome to NetProduce, online grocery shopping delivered to your door

Frequently Asked Questions

How to use this section

Welcome to our Frequently Asked Questions section, if you've got a question, this is the place to find the answer! Even if you don't have a question, it's well worth a read - there are lots of interesting info about us and the service we offer

	how do I get started? Tells you about setting up an account through our website
	how to shop here Contains answers to some general FAQ about our service
	how do deliveries work? Explains how and why our deliveries work the way they do
	managing my account Gives you the low-down on managing your orders and deliveries through our website
	help with my delivery Guides you if there is something wrong with your delivery
	can't find the answer you need? Our friendly Customer Services team are here ready to help. Just give us a call on 905-466-2205 or see our full contact details here

how do I get started?

Set up your account
In order for us to deliver to you, you have to set up a new account and provide: Username and Password. We will need some information as your delivery address, your contact details and payment details.

Please make a note of these details as this does help us to locate your account if you call or email us.

Place an order
Browse through our shop catalogue. From everyday staples such as bread, milk, eggs, and fruit & veg. Coming summer 2010 we will provide general groceries from rice to olive oils.

Simply click on the 'add to basket' button at the right hand side of the screen and the items will be added to your shopping basket. You can increase or decrease the quantity by clicking on the plus or minus buttons under the shopping basket and next to the product. If you want to remove all the items from your cart then click on the Remove button on top of the shopping basket.

When you've chosen everything you would like, you can then click on the 'check out & deliver' button. Then you will schedule a delivery time. If picking up your order works better for you, please let us know date and time you will come to our warehouse.

Payment details
We take payment on the day of delivery and we accept cash, cheque or Interac (debit card).
When we make your delivery you will receive a newsletter which will include your receipt.

Logging in
Just click on the Log-in link and enter your Username and password. You'll then be taken to your account page, where you can see your current order. If you've forgotten your account number or password, please contact us.

If you don't wish to enter your account number and password every time you visit the site, please tick the Log in automatically box as you enter your details, so that when you return to the site you can log in and out with a single click. You can cancel the auto-login feature using the Change Auto-login feature in the My Account section of the site.

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how to shop at NetProduce?

What are these boxes you talk about?
We put together these boxes each week with our farmers and growers. Every week you will receive different products, so our farmers can work with the changing seasons, and you get a variety of fun, new things that change throughout the year. We offer a range of boxes to suit all needs.

Do I have to order a box?
Coming summer 2010 you can pick your own fruit & veg and groceries from our “Grocery menu”. You will find everything, from fish to sugar.

How can I find out what's in the boxes this week?
Check the box contents in Start Shopping Fresh Harvest Box. If there are any items that you do not want, then you can add them to your permanent or temporary dislikes. Occasionally we do have to change some items at the last minute as working with natural products can be unpredictable!

What are likes and dislikes?
What is a 'dislike'? - If there's something that you dislike, don’t need it or that you're allergic to, we can exclude it from your box. We call something a 'dislike' when you've asked us to remove it.

How does it work? - Once something is on your dislikes list, if we have planned it for your box, we'll replace it with something else instead. We offer this service on all our boxes, for no extra charge. We do limit your dislikes to 5 as we do need some options with which to replace your dislikes! If you are really struggling with 5 dislikes then perhaps a set box is not the best option for you.

If we remove a dislike from your box we'll replace it with another seasonally available item. A fruit will be replaced with a fruit and a vegetable replaced with a vegetable. We can't guarantee to replace excluded items with things you've selected as 'my favourite', but it is very helpful for us to know what you like best when it comes to planning future crops with the growers.

What do I need to do? - We have automatically set all fruit & veg to be 'Fine to Include'. If you never want to receive a particular fruit and vegetable then you should change this to 'Always Remove'. If you would like us to remove the item for your next delivery only then change it to 'Remove this week'.

Our fruits and vegetables are listed individually and also in groups i.e. Melons (all). Listed below the main group name are all the items included in that category - so CABBAGES (all) include Cantaloupe, Melon and Honeydew.

How do I change my order?
You have full access to your online order details at all times. You can change or delete what you've ordered, the quantity, when items should arrive, and how often you would like them.

To change the quantity, frequency or delivery date of anything on your order please click the amend order icon next to it. To remove an item, click the remove order icon next to it.

You are under no obligation to keep on ordering - you can stop at any time. You can either cancel online or contact us and we will do it for you. Customer feedback is really important to us and if you do decide to cancel we would really like to know why as any feedback - good or bad - does help us to improve our service.

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how do deliveries work?

What are my order deadlines?
You can make any changes you want to your order up until your order deadlines.

Everything is ordered and made especially for you. This means it's fantastically fresh, but it also means we need time to get it ready for you.

Do you deliver in my area?
We deliver to neighbourhoods in the Halton region area, Oakville, Burlington and Milton. Coming soon we will be delivering Mississauga.

What happens if I need to cancel my order after the deadlines?
Please contact us as soon as possible if you would like to cancel your order after your deadline has passed.

As we order everything in specifically for you, and everyone has the same deadlines, we have nowhere for your order to go should you wish to cancel past your deadline. We therefore do have a cancellation charge of 50% if you cancel after your deadline.

If you wish to cancel on the day of delivery then there is a 100% charge.

What is your delivery charge?
We add a small delivery charge of $4.75 to all orders.

You can save more by picking your order up in our warehouse.

Do I have to have a delivery every week?
You don't have to place an order every week - you can order every four weeks if you prefer or just as and when you need a delivery.

It's incredibly helpful if you place a regular order - it lets us plan ahead with our growers to make sure they plant the right amounts.

We do, of course, accept that you may need to skip or cancel your order. You are free to do this at any time within our order deadlines.

Is there a limit to what I can order?
We will accept typical grocery shopping orders and we reserve the right to refuse orders that are unreasonable (e.g. 10 bags of milk). If you have any concerns about your order, please contact us at 905-466-2205.

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help with delivery

My box hasn't arrived - help!
If your order hasn't arrived then please let us know as soon as possible. If we've made a mistake, we'll either credit your account or replace the box free of charge the following week.

If you suspect your box was stolen please contact us - we will credit your account and discuss safer delivery instructions.

If your box is late on your delivery day, your driver might be delayed, so please don't worry as it is probably on its way. If your box is missing on the evening of your delivery day, or the following day, please get in touch and we can investigate!

Something is missing from my box or order
If an item is missing from your box, we may have had to make a last minute replacement, so do check the total number of items against your receipt. If we've made a mistake, we'll either credit your account or replace the item free of charge the following week.

Something in my box is of poor quality or damaged
We work hard to provide you with produce of the freshest and highest quality. However, occasionally a substandard item might slip through the net. Tell us and we'll credit your account or replace the item free of charge the following week.

Any complaint goes directly to our Buying team who work with our growers to sort out the problem.

I have an item in my box that I don't like
If you have not set up any 'dislikes' on your account, then go to the 'dislikes' page when you are logged in and select the fruit or vegetable you don't want. We will exclude them in future and replace them with another item.

If we've sent you something that is already on your 'dislikes' list, please let us know

This is not my order!
Please check the order against your delivery receipt or the 'My Account' page on the website and call us!

Why did my driver not collect my old boxes?
Your boxes should be collected by your driver every time he delivers a new order or when you requested. If they are not being collected, please let us know.

Where is my receipt and newsletter?
If you did not receive your receipt and newsletter (they are printed on the same sheet) with your groceries please call us and we'll email to you.

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	You must access your account to add items to your shopping cart. You may click here to login. If you do not have an account yet you may register by clicking here.