FREQUENTLY ASKED QUESTIONS
1. How do you keep my products fresh?
We have a "fresh from the farm" policy and one of the fastest logistics systems in Australia. Coupled with that, our staff are trained to pick the best products we have in store, because we know you would if you were doing the shopping yourself! Your order is packed securely, separating room temperature and cold-chain items to ensure best quality. It is then kept in optimal conditions until delivery to your home.
2. What if products are out of stock?
If we cannot service an item in your order we will give you a call and offer to replace it . If we cannot offer a suitable replacement, we will refund you for any products not delivered.
If we can't reach you, the delivery note contained in your order will list all the products you've bought, and mark any substitutions you have received or products that need to be refunded due to lack of availability.
3. What happens if I am not happy with some of the products in my delivery?
If you are not satisfied with the quality of the products we deliver, we will more than happily refund the value of the product/s upon presentation of your order number. When your order is delivered you also may return any item and receive a full refund. To request a refund, please contact our customer service team on: email@example.com
4. What if I'm not home during the scheduled delivery time?
If you think that you may not be home in time to receive your scheduled delivery, or if you miss your delivery, please call Harris Farm Markets on (02) 9394 3111 to give organise a different time slot. When you're not home during your selected time slot, we will do our best to redeliver your order that day or the next day (a re-delivery fee applies).
Otherwise, you may also leave an instruction advising our driver to leave the items by your front door. If you have ordered fridge items, we encourage you to leave a cool bag to keep them cold.
5. What if I need something that you don’t have on your website?
If there are any products you'd like to purchase online, please email your requests to firstname.lastname@example.org and we will do our best to range the products for you.
6. Where can I direct my requests, feedback and queries?
If you have any feedback or ideas, we’d love to hear from you. Email us at email@example.com.
7. What forms of payment do you accept?
If ordering online, you can pay using your Visa, Mastercard, American Express and/or Paypal account. For transactions in store, you can pay with Cash, Eftpos (Giftcards) and Credit/Debit Card (Visa, Mastercard or American Express).
8. Do you deliver to my area/postcode?
Our current delivery areas/postcodes are listed in the live delivery location map which you can access here: http://www.harrisfarm.com.au/pages/home-delivery.
Simply enter the post code in the search corner of the map.
9. You don’t deliver to my area yet, how will I know when you start doing so?
We are actively seeking for courier partners to help us expand our service area but in the meantime, you may go to http://www.harrisfarm.com.au/shop-online to enter your details and we can let you know once we start delivering to your area.
10. Can I search the site without entering a postcode?
Yes. But if you try to add something to your cart, we’ll ask you for your delivery postcode.
11. Do you sell bulk quantities / case sale / wholesale?
Yes, those items are listed on the Wholesale tab which can be accessed here as well http://www.harrisfarm.com.au/wholesale. For larger wholesale enquiries, please send an email to firstname.lastname@example.org.
12. How are your fruit and vegetables packaged when they are delivered?
Fruits and vegetables are carefully hand packed in boxes. Loose items, however, like beans, are bagged. If you require items to be individually bagged, you may leave a note on the order and the delivery team will do their best to accommodate your request.
13. Is it possible to place an order online and pick it up from one of the stores (Click & Collect)?
Yes, but at the moment, orders can only be picked up from the store that packs your order. It could either be Manly, Potts Point, Bondi Junction or Boronia Park. We are looking at implementing Click & Collect across all our retail stores over the next 12 months.
14. Why are some products sold in the retail stores not online?
There could be some retail products that are “one-off” items and are not intended for online retail. However, if you are after some items usually sold in store, please send us an email to email@example.com and we’ll endeavour to have it ranged online.
15. How do I redeem my discount/gift card?
Discount codes or gift cards are not automatically applied so please enter the codes in the Discounts and Gift Card sections at the checkout.
16. My discount/gift card code is not working, what should I do?
Discount codes or gift cards are not automatically applied so please make sure that the “APPLY” button next to it is clicked after entering the code and it will show a confirmation message if it’s successful. If it gives you an error, please check if the code is correct and if it’s is still valid by checking the expiry date which is most often at the bottom of the email sent out. Otherwise, you may contact us on 9394 3111 ext 1 for Customer Service or send an email to firstname.lastname@example.org for further assistance.
17. How do I see the country of origins for each product?
In Australia, you are required to identify country of origin for all products. Unless otherwise noted on the product description, our fruit and vegetable is Australian.
18. How do I start shopping?
You can shop per category (In Season, Fruit, Vegies, Grocery, Butcher, Fish, Organic, Wholesale) or you can also use the search bar on the upper right portion of the page.
19. How do I log in?
To log in, you need to click on “LOG IN” at the top right portion of the page. This is along the orange bar that has “About | Recipes | Blog | Contact ...” Once clicked, it will prompt you to enter an email address and a password.
20. I have forgotten my password, how do I reset it?
To reset your password, click on “Forgot your password” in the log in section or go to http://www.harrisfarm.com.au/account/login#recover. You will be sent an email with a reset password link so please follow the instructions accordingly. For further assistance, you may contact us on 9394 3111 ext 1 for Customer Service or send an email to email@example.com.
21. I’m done adding all the items to my cart, how do I pay or proceed to checkout?
You will need to click on “CART” on the very top right of the page (right before your post code). Once you’re in your cart, you will need to select your preferred delivery date, time and window before the option to check out would be available. Once you click “Proceed to Checkout”, you will be brought to a page where you need to enter your billing/shipping details. The page after this would
22. I want to put some instructions/requests for my order, how do I do this?
You can add special notes or instructions for your order while you’re in your cart. For any immediate requests though, we would suggest that you contact us on 9394 3111 ext 1 for Customer Service or send an email to firstname.lastname@example.org for further assistance.
23. I’m in my cart but I don’t see where I can pay or proceed to checkout, what do I do?
You will need to select your preferred delivery date, time and window before the option to check out would be available.
24. I can see the option to proceed to checkout but why can’t I select a delivery date, time and window?
This may be due to a technical problem with the browser you’re using. Try to reload the page by clicking on the Harris Farm Markets logo at the top and click on cart again. If it is still the same, we would highly recommend that you save your shopping list at this point to avoid losing your current items. Once your list has been saved, you can then try to close your browser and either use the same one or use a different browser before proceeding to checkout again.
For further assistance, please contact us on 9394 3111 ext 1 for Customer Service or send an email to email@example.com.
25. How do I save my shopping list?
To save a shopping list, you need to be logged in. Once you’re in your cart, there would be an option to “Save cart as shopping list” above the very first item. You need to click on it and you will be asked to name the list.
26. How do I view my saved shopping list?
To view a shopping list, you need to be logged in. A dropdown list showing “Shopping Lists” can be accessed at the orange bar across the top of the page.
27. Can I update my contact details and delivery address?
Yes. There are two ways to do this. One is by going to your account settings http://www.harrisfarm.com.au/account, then you can click on “Manager Addresses” on the left side of the page and then edit the address/details you wanted to change. Another option is to just do the changes during checkout. Every time you place an order, you are being asked to enter your billing/shipping address so feel free to provide the new details instead.
28. Why can’t I change the email address for my account?
You will need to send us an email to firstname.lastname@example.org if you would like to change the email address linked to your account. Please remember that although your email is changed, the password would still be the same unless it is reset to a different one.
29. How do I modify/cancel my order?
You can change the delivery schedule for any undelivered order up to 18 hours before your preferred delivery time. You can do this by clicking “Account” at the orange bar at the top of the page and then going to “Manage my Account”.
To cancel orders, you would need to contact us on 9394 3111 ext 1 for Customer Service or send an email to email@example.com.
30. I need to add some items to my order, how do I do that?
To add less than 5 items to your order, you can contact us on 9394 3111 ext 1 for Customer Service or send an email to firstname.lastname@example.org. Please note though that we don’t store your card details so we may need to process another payment for the added items. Otherwise, you can place another order if you would like to add more than 5 items. Once you have created another order, send us an email to email@example.com with the order number so we can organise to have them sent at the same time and refund any delivery fees.