Ordering Process You can log onto our site anytime after receiving your reminder email to add items to your cart and/or complete an order. The deadline to place an order for Monday - Friday delivery days is at 10:00 AM the day before your designated delivery day (e.g. Tuesday at 10 am for a Wednesday delivery). The deadline to place an order for Saturday and Sunday delivery days is at 10:00 AM on Friday. If you are trying to place an order after that time, we will do our best to accommodate but we ask that you contact customer service to discuss further.
Produce baskets can be ordered any time and are customizable until your order deadline. We will notify you by email each week when produce baskets are ready to be customized (typically 3 days before your designated delivery day).
Billing We'll charge your credit card on the day of your delivery. For subscriptions, you don't need to visit the website each week as your credit card will be billed automatically during weekly processing. Please update us with any changes to your billing information to avoid missing a delivery. If we are unable to process your payment, we may not be able to send you a delivery that week. If we can't reach you for payment after multiple attempts, we may also have to suspend your account until we can recover payment. This is only a last resort and we always try to avoid doing this.
Subscriptions If you have a subscription but do not customize or otherwise amend your order each week, we will continue to send you any subscription items on your account such as your weekly produce basket. If you are receiving a weekly produce basket, we will automatically remove any items you have listed as “Dislikes” in your Produce Preferences on the website and replace them with comparable items. If you want to skip a week of your subscription or amend your subscription, we ask that you log on to the website or call us to make the change(s).
Receipt of Order We deliver orders every day of the week. Your area has a set delivery day determined by your address (we'll contact you once you register to confirm your delivery day but you can see our delivery map to get an initial idea). Deliveries occur after 1 PM on your scheduled delivery day, and we do our best to deliver between 1 and 8 PM. It would be amazing if you were available on your delivery day to receive your order in-person. However, if you are unable to be home at the time of delivery, we will leave your order for you. Your order will be delivered to your front door unless you provide us instructions to leave it in an alternative area of your home that we have access to (e.g. a side door, a garage). We particularly encourage you to leave us a cooler or let us know if there is an indoor area we can leave your items when it is below minus 10 degrees Celsius or above 20 degrees Celsius.
Apartments and Condos Please see our COVID information page for details on our current delivery processes. We will deliver to your unit door if you are able to buzz us through the front doors. We are also happy to leave your bin with a doorman or concierge, but we ask that you get permission in advance from the doorman/concierge. Other delivery options may be possible so please be in touch to discuss this. We'll do our best to work something out!
Delivery of Perishables (e.g. Dairy) We take the utmost care to safely package and transport perishables, such as dairy and other temperature-sensitive foods. If a delivery of perishable items is made while you're not home, we cannot take responsibility for the quality or safety of items after delivery. Therefore, we recommend that you be home to receive your delivery if you are ordering perishables.
If you have ordered perishables and will not be home at the time of your delivery, we recommend that you leave a cooler with ice packs or frozen water bottles by your door for the driver to deliver perishable products. In the event that you are not home and no cooler is left out at the time of delivery, we will leave your perishable items in as safe a manner as possible but cannot take responsibility for the quality or safety of those items.
Delivery of Frozen Items (e.g. seafood) As with the perishable items,we take the utmost care to safely package and transport frozen items like Seafood. If a delivery of frozen items is made while you're not home, we cannot take responsibility for the quality or safety of items after delivery. Therefore, we recommend that you be home to receive your delivery if you are ordering frozen items.
All frozen items are packed in an insulated cardboard box with dry ice to keep everything cold. The dry ice will keep everything cold for about 24 hours. Be careful when handling the dry ice and please do not touch it with your hands directly (it will evaporate on its own).
Satisfaction Guarantee We stand behind the quality of our products. If you're unhappy with an item, we'll credit you and provide a replacement to you at no cost on your next order. In some instances, we may also ask you to return the item to us so that we can validate the quality issue. We ask that you notify us within 3 days of experiencing a quality issue so that we can promptly address the issue.
Cancellations If you need to cancel an order, we ask that you cancel prior to your 10:00 AM order deadline.
Delivery Times We typically deliver between 1 and 8 PM on your delivery day. However, we cannot absolutely guarantee delivery within that window (sorry!) as traffic, weather and other factors can sometimes create unforeseen changes to the delivery schedule. You can generally count on receiving your delivery at the same time each week, but delivery routes are subject to change from time-to-time.
Item Availability In the event that we are out of stock of an item that you have purchased, we will replace it with a comparable item and notify you of the change. If you are unhappy with the substitution, please let us know and we will provide a credit on your account. In the case of produce, if an item is unavailable, we will do our best to replace the item with a comparable item from your “Likes” and never substitute with an item on your “Dislikes” in Produce Preferences on the website.
Number of Items in Produce Bin The number of items contained in the produce bin will vary from week to week depending on the bin contents. Each bin size and type contains a fixed number of credits, meaning that if you add higher-value items to your bin, you will receive less total items in the bin (and vice versa).
Written Communications Applicable laws require that some of the information or communications we send to you should be in writing. When using our Site, web applications or mobile applications you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website or via our web applications or mobile applications in our sole discretion. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
Once you register with us, you will receive order reminder notifications sharing the contents of the week's produce basket and sharing other news on Mama Earth happenings.
By submitting your email to Mama Earth Organics you are indicating an interest in Mama Earth Organics and may receive email marketing communications. You can withdraw your consent at any time using the “Unsubscribe” link at the bottom of marketing emails you may receive from us.
Returnable Bins If you are using our returnable bins, please return your bin to us on the day of your next delivery. When returning the bin, please place it in an obvious location for pick up on the day of your regular delivery (or let us know where it is so we can find it).
Thermal Bags The added insulation in the bags in combination with dry ice helps to keep your fridge items at the proper temps. Please note that we use oose dry ice pellets that will come wrapped in a cardboard liner at the bottom of your thermal bag to keep it protected and out of reach. Please take care when you’re unpacking your order and don't touch it with your bare hands, to avoid burning your skin. Leave it be and it will evaporate in the warmth of your home.
There’s no extra charge for these and we just ask that you take the water bottles out, flip them inside out, then return the bottles and thermal bag in your empty bin on your next delivery day.
Dry Ice Dry ice is used when packaging frozen items to keep it cold during transport. Please do not touch the dry ice with your hands directly! It has a freezing point of -78.5 celsius and can cause freezer burn if touched. Leave it in the box it arrived in and it will evaporate on its own.
Promotions Only one promotion can be applied per person, address, or account. This applies to promotional codes as well as any other new sign up incentive.
Referrals Refer a friend and we'll apply a $30 credit to your account! The referred person must have placed, and paid for, one order. At the end of the week that their order was placed, we'll add the credit to your account. Note that the referred person cannot reside at the same address or already have an account with us.
Any Other Questions? If you have any other questions, please don't hesitate to contact us by email heather@mamaearth.ca or phone (416-850-8662).