FAQ's!
Added on June 29, 2023
Find answers to your questions here!
WHEN DO I ORDER?
Our order page opens by 4pm every Thursday. Please order by NOON on SUNDAY when possible; the final cut-off for orders is NOON on MONDAY for Tues/Wed routes; NOON on TUESDAY for Thursday routes.
HOW DO I CUSTOMIZE?
Visit www.urbanharvest.ca/order/login/ and log-in with your email and password, using the buttons to move between our “Harvest Box”, “Extra Produce”, and “Add-Ons” lists. Please be sure to click “Submit Order” to send your order to us! The final page you see should read “Order Submitted” at the top, and you will receive an email confirmation as well. If you do not receive an email confirmation, please log in again to ensure that your customized order appears.
You may log in to edit your order as many times as you’d like until your order deadline. No need to worry about receiving multiple orders, as our website will process your final order only.
HOW DO I CANCEL?
First, LOG IN as usual, then click "CANCEL" in the green bar at the top, beside your name. Select the dates you want to cancel and resume, then submit. FLEX customers, you only need to cancel if you have placed an order for the week.
Please cancel by noon on Sunday when possible, or by your final order cut-off (Mon noon for Tues/Wed routes, or Tues noon for Thurs routes).
There is a $5 late fee for cancellations received within 24 hours of a scheduled delivery.
REMEMBER TO RETURN ALL BLUE BINS AND ICE PACKS!
Orders are delivered in a blue bin (Rubbermaid tote); ice packs may be added by request or automatically with items like dairy, tofu, etc. Please remove all produce, and wipe/rinse bins and ice packs, then leave them out (clean and dry) for your next delivery (or return to the warehouse, if you pick up your orders). Bins and ice packs are the property of Urban Harvest and must be returned for reuse!
If you will be taking a break from deliveries for longer than 3 weeks, please contact us to arrange a pick-up, so your bins and ice packs can remain in circulation. There is now a $15 replacement fee for lost/damaged bins, to cover increased replacement costs (approx $18/bin as of Jan 2023!).
HOW DO I PAY?
Online bill payments or etransfers are preferred. We also accept cash or cheque at the time of delivery or pick-up. (Sorry, no credit cards). To pay via online bill payment, simply add Urban Harvest as a bill payee through your bank’s online bill payment service, using your Urban Harvest customer number. You may also pay via etransfter to order@urbanharvest.ca.
WHEN DO I PAY?
Payment is due upon delivery. Please note that online bill payments may take up to 2 business days to process. If you prefer to pay ahead in a lump sum, you are more than welcome! Any excess payment will show up on your account as a credit within 2 business days.
HOW DO I CHECK MY BALANCE?
The order slip that comes in your bin shows your account balance/credit. You can also see your balance/credit when you log in on our order page, and on your emailed copy of your order.
ONLINE PAYMENTS may take up to 2 business days for processing/posting (longer over weekends/holidays).
CHEQUE/CASH payments are typically posted to your account by Friday afternoon.
WHAT IF I RECEIVE SOMETHING UNSATISFACTORY OR AN ITEM IS MISSING FROM MY ORDER?
Our warehouse team strives to check each item carefully as we are packing your orders. However,
there are times when an item of poor quality slips through, or we miss something that you had ordered. Please try to let us know within 48 hours if possible; it helps us to provide feedback to our suppliers and warehouse team, and to provide you with a credit or replacement!
Missed the 48 hour window? Please let us know anyway! We can’t fix problems we don’t know about, so we are always grateful for your feedback!