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FAQ

Q: What if I will not be home when my box is delivered?

A: Leave a cooler with ice packs or ice in sealed bags (during hot weather) on your doorstep. Even during colder weather, it is good to have protection for the produce. The cooler should be big enough for our box to fit in. A 19.5 in. x 12 in. x 7.5 in., or a 120quart cooler works great. This will keep your produce fresh and protected.


Q: What is your delivery area?

A: We currently delivery in the Tri-Cities area. If you live outside the Tri-Cities but work in the Tri-Cities we can delivery to your office or you can pick up your box at our warehouse in Pasco.

Q: What is your delivery area?

A: We currently delivery in the Tri-Cities area. If you live outside the Tri-Cities but work in the Tri-Cities we can delivery to your office or you can pick up your box at our warehouse in Pasco.

Q: Is everything Certified Organic?

A: Most of the produce is certified organic, the non-certified produce has been grown with clean farming practices (no pesticides, soil building farming practices). We focus on local produce, that is vine ripened, and small family owned farms.

Q: How is PHILLY Foodworks service different than a CSA?

A: Along with supporting local farms, we delivery right to your door! We offer variety, flexibility and year-round service that most traditional Community Supported Agriculture (CSA) programs can’t provide. Because we source from many different farms and small businesses, we can offer a wider variety of produce and other groceries. Unlike a CSA, we don’t bill you for a season up front, you can even just make one-time orders, and you can skip a delivery or change your delivery frequency as needed. You can also customize each delivery to suit the needs of you and your family.

Q: Are there any fees?

A: There are no fees to sign-up or to cancel. There is a minimum delivery order of $22.00

Q: What can I do with my empty box?

A: We ask that you leave the previous week’s empty box on your doorstep the following delivery day so we can reuse it.

Q: If I make changes to my account when will they be applied?

A: All order and account changes that are made by 11pm Saturday will be applied to Tuesday's delivery and 11pm on Monday for Thursday delivery. This includes new subscriptions, default box changes, store purchases, vacation holds, and cancellations. If you make changes between the cut off and delivery day, the changes will not be applied until the following week.

Q: How do I order from the store?

A: Log into your account and click on the STORE button on the top right corner of the page. There you can add items to your delivery.

Q: Do I get to pick the contents of my own box?

A: We pick the weekly box content, but you can make some changes to what is in your box. You have control over what ends up in your box.

Q: What if I have food allergies or restrictions?

A: You can make changes to the weekly box content to take your family food likes and dislikes into account as well as any food restrictions.

Q: What if I will be out of town or I want to skip a week?

A: You can put your box on hold by logging into your account, click on the Vacations button and entering the dates you don’t want to receive a delivery. Please remember to do this before 9 pm on Sunday for the coming week.

Q: How do I pay?

A: We except Visa, MasterCard, electronic checks. Payment is processed automatically overnight following delivery. You can get in touch with us if you’d like to choose to make prepayments by check. If you are dissatisfied with your produce, we have 100% guarantee. We will replace whatever produce item was not to your satisfaction.

Q: What is your Refund Policy?

A: We have 100% guarantee! We will replace any unsatisfactory produce the following delivery. If this is not acceptable, we will refund your purchase on request.

Q: Is my information secure?

A: Definitely. All payment related information is done via HTTPS and we are in full compliance with all PCI standards.

Q: Will you keep our information private?

A: We never sell or share your personal information with other parties.

Q: What is my delivery day and time?

A: When you sign up, you’ll receive a confirmation email with your delivery day. In general, we deliver Tuesday in Pasco and Kennewick and Thursday in Richland and West Richland. Delivery time varies a bit week by week and is determined by where your home or delivery location falls on our route. We start deliveries about 2pm and finish at about 4:30pm. If you have further questions call us at (240) 350-3067, or mail at info@phillyfoodworks.com we will let you know when we deliver in your area.

Q: What if I have an issue with my delivery?

A: Call us at (240) 350-3067 or email us at info@phillyfoodworks.com, We guarantee the accuracy and quality of our products and service 100%.

Q: How do I cancel an order that is already scheduled for the week?

A: If you haven’t passed the cut-off time for order changes, log into your account and go to Skip Deliveries under My Account. The vacation dates you select must include the day of the delivery you wish to cancel. Make sure to press the Save Away/Vacation Dates button. If you get back early, you can always click the I’m Back Early – Start My Deliveries Again button.

Any request to cancel an order needs to be completed before the web store cut-off deadline. It is our customer’s responsibility to cancel their account when they wish to stop receiving deliveries. Any orders delivered without notice of cancellation will be paid for by the customer.

To cancel your account, please call us at (240) 350-3067 or e-mail info@phillyfoodworks.com and we’ll be happy to assist you!

Q: How do I cancel my subscription?

A: If for some reason you need to cancel your recurring deliveries, log into your account, click on Recurring Items button and cancel your order.

Contact us at anytime with questions or comments at info@phillyfoodworks.com or 215-221-6245.

POLICIES

Payments

1)Pre-payment: You place money on an account and your orders will be subtracted from your balance. You must sign-up for automatic payments or send a check one week prior to your delivery. When your account reaches $0, your card will be charged the initial payment amount that you signed up for. Your payment allows us to prepay our farmers for their product, which is one of the most important contributions we offer as part of the developing food system in Philadelphia. As a thank you, we offer bonus credits for prepayments to allow you to receive even more farm fresh food! 2)Debit on Delivery: Each week your card will be charged for your order the day you receive it. If you have any money on your account, it will be used before your card is charged. This method is perfect for people who do not want to experience automatic withdrawals of $100 or more when their account dips below $0 *Note: Our new payment method requires you to put a card on file or send a check one week in advance.