Local. Seasonal. Ecological Food Direct From Your Farmer

Frequently Asked Questions

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We're here to help!

How do I place an order?
How to find your closest pick up / City Cousin 
What is a City Cousin?
I can't find my City Cousin!
What if part of my order isn't there?
Do you do Home Delivery?
Can I buy in bulk / wholesale?
I am a Wholesale Customer and need more info
Is your produce organic?
Payment Methods
Can I add store credit?
How does the 'Shopping Cart' work?
What's 'My Recurring Orders'?
How do I set up a Recurring Order?
How can I put multiples of the same product on My Recurring Orders?
Why does my Recurring Order/cart order have to be at least $25?
Why is there a Sunday 10pm cut-off?
Can I just place a one time order?
What if I only want a one off order to be delivered in a fortnight/months time?
Can I cancel my order?
Why can't I see my order?
Is the website secure?
Having tech issues?

If you can’t find what you are looking for please give us a call on 3216 7777 or email info@foodconnect.com.au, and we'll be more than happy to help you.

How do I place an order?

Browse through our “Shop Here” page. Our items are categorised into areas such as "fridge", "boxes", "bakery". To purchase a product, click on "Add to Cart". For more information about a product, click on the product image. Here you have the option to purchase the product as..

  • a cart order - with a minimum spend of $25, or
  • a recurring order - which you can choose to receive weekly, fortnightly or monthly (for more info regarding ongoing orders, refer to the Recuring Orders section of the FAQ

Remember! All the cart orders must be placed by 10pm Sundays for same week delivery. All Recurring Orders must also be set or updated by this time also.

city cousin map

How to find your closest pick up / City Cousin

Check the map to see where the pick up spot in your area is. Your order will be delivered to the City Cousin you choose and you can pick it up from there on delivery day, either Tuesday or Wednesday. 

Remember! Each City Cousin have their own delivery days and hours, which you will receive via email once your order is confirmed. Give your City Cousin a call to arrange the pick up of your first Food Connect order.

No City Cousin near you?
We offer home delivery on Tuesday, Wednesday and Thursday to customers within 15km of Salisbury for a flat fee of $8.00. We also have some co-operatives that buy bulk from us that you might like to join. Or.. YOU might like to be a City Cousin? Click here to find out more. 

What is a City Cousin?

You know how we all used to have a 'Country Cousin' in the family who we visited during school holidays? Well we've turned that idea around to create City Cousins!  To save on travel miles and our carbon footprint, we engage with passionate locals, community organisations and businesses who open their space for us to deliver your boxes to them.  It’s then up to you to make one convenient trip to your local City Cousin to pick up your delicious and fresh produce. We like to call it "lowering the fences" in the neighbourhood.

With convenient delivery days on Tuesdays and Wednesdays, our unique distribution network helps us keep the price of our produce down, which of course is passed on to you,  our ethical eaters.   With over 60 City Cousins already established, there's bound to be a convenient location near you.  Find out more about our delivery locations and our wonderful City Cousins here.

 

I can't find my City Cousin!

Uh oh! Bag of Beans!
Don't fear...jump into your emails and find your order confirmation. Your City Cousin's name, street name and phone number will be under the "Shipping Information Section". We don't give you their street number as we want you to call your City Cousin on your first pick up so that they know someone new and special is coming. Your City Cousin will give you their street number and any special pick up instructions. Presto!

 

What if part of my order wasn't there?

Firstly, make sure that you have checked each Styrofoam box. Still not there? Occasionally our producers won't be able to meet our demand due to extreme weather conditions or extreme purchasing patterns. If this is the case, we will write this on your list of items on the pick up sheet at your City Cousin's place. We will soon after refund this part of your purchase as store credit, you will receive an email to confirm this has happened.  If there is nothing written on your sheet about an unavailability, check with your City Cousin as they might be able to help you problem solve the issue.. potentially someone has taken your order by mistake? Alternatively you can give us a call in the office so we can help you be a super sleuth (or apologise and give you a refund!).

Do you do home delivery?

homedeliverytruck

YES! We deliver directly to homes on Tuesdays, Wednesdays and Thursdays for those of you not near a City Cousin or unable to access one. Look up and choose your postcode under the list of 'preffered pick up location' when you set up your account. Food Connect charges a flat fee of $8.00 for each delivery.  Once you place your order please call us at the office, 3216 7777 OR email us to give us your location specific delivery instructions, if any! 

Order Home delivery through cart :

  • change your city cousin to 'Home Delivery' through 'My account'> Account Information> choose 'Home Delivery' from the 'preferred location' drop down menu
  • shop like you would usually do. Add 'home delivery fee' product to your cart
  • process the cart as per usual
Order Home delivery through recurring order :
  • change your city cousin to 'Home Delivery' through 'My account'> Account Information> choose 'Home Delivery' from the 'preferred location' drop down menu
  • add 'home delivery fee' as a product to your recurring order and update the recurring order

Can I buy in bulk / wholesale

You sure can! We have lots of restaurants, cafes and buyers groups who do this every week. For more info, click here.

I am a wholesale customer and need more info 

No worries! Have you had a read of our Wholesale FAQ page? Still no luck? Give us a call in the office 3216 7777 or email the Wholesale team wholesale@foodconnect.com.au

Is your produce organic?

A lot of it is! But we think beyond organic...
All Food Connect produce is farmed in harmony with local ecosystems using methods such as chemicalfree, biodynamic, permaculture as well as certified organic. We call it "ecologically grown". Our suppliers must exhibit a holistic view of farming: care for the land, care for your community, and care for your food. Food Connect produce isn’t picture perfect, it’s as mother nature intended. Our beetroots often have dents and our bananas aren’t flawless. What we guarantee is that your seasonal food products are delivered fresher, tastier and healthier.  You can find more information about our products, their producer and their farming methods by clicking on the product image (see below).

pumpkinfarmerinfo

Payment Methods

Payments can be made by:

  • Credit card or bank debit card using a Visa or Mastercard online or by phone
  • Direct Debit (allow three business to get the payment processed) BSB 034008, A/C No  101012

Can I add store credit?

You can add store credit to your account by going to "My Account" > "My Credit" and buying the amount of credit you wish to purchase. Please note that you will have to manage your credit to ensure there is sufficient credit to process your Recurring Orders on Sunday cut-off.  You may also want to link a credit card to your account in case there are insuffecient store credits to purchase your order. To do this go to "My Account" > "Manage Payment Details".

How does the 'Shopping Cart' work?

As you navigate through products you can buy them straight away for the coming week by hitting the "add to cart" button. To finalise the order you must go to the checkout button in the top right hand corner and follow the prompts to payment. Note if you want to order products for weeks other than the following week, you will need to set up a Recurring Order (see below).

What's 'My Recurring Orders'?

‘My Recurring Orders’ is a way to allow you to create ongoing or future orders - a bit like our old subscription system, but without an end date.  You can create a number of different Recurring Order and set them to be delivered weekly, fortnightly or monthly. You can even create separate Recurring Orders to be delivered on alternate weeks, as long as the weekly order amounts to at least $25.

Setting up a "Recurring Order" in your account is a great way to guarantee that you’ll get the things you need on a weekly/fortnightly/monthly basis without having to remember to logon.

Your Recurring Order can be set to go on forever and your credit card will be debited for your scheduled orders for each week on Sunday night.  That way, we're not taking big chunks of money from you upfront, keeping things manageable and affordable for both of us.  We are still creating a stable market for our farmers because we can see how many people have set up Recurring Orders going into the future and plan growing schedules accordingly.

Of course you can cancel your Recurring Order, and add products to them whenever you like.  Just keep in mind that your Recurring Orders must be finalised before Sunday 10pm.

How do I set up a Recurring Order?

  • Click on “My Recurring Order” in the top right hand corner

  • Create a Recurring Order with an appropriate name (eg Weekly Staples, Fortnightly Milk Order, Pantry Replenishment, Monthly Fruit Box)

  • Click on the Products page

  • Choose the product/s you want to add to your Recurring Order, and choose “Add to Recurring Order”, select the Recurring Order you want to add the product to (you can have several Recurring Order set up, so make sure you choose the right one)

  • Once you have added your products to your Recurring Order, go back to “My Recurring Orders” at the top right of the page, select the Recurring Order you want to schedule, and at the bottom of the products choose “Schedule Recurring Order” (Note do not "add to cart".  Your order will be processed by scheduling it.  If you "add to cart", you will duplicate your order)

  • For a Recurring Order to be processed, there has to be a credit card attached to the customer account or enough store credit purchased.

  • Once you have a Recurring Order in place you can pay for it by saving your credit card details online (These details are kept with our bank and cannot be accessed by staff). Go into "My Account" on the top toolbar, and on the left toolbar, go into "Manage Payment Details" and save your credit card details

How can I put multiples of the same product on My Recurring Orders?

Click through to the product page and you will be able to enter whatever quantity you would like.

Why does my Recurring Order/cart order have to be at least $25?

In order to maintain a sustainable, affordable and fair system of delivering local fruit, veges and products to our City Cousin locations we require that you spend a minimum of $25 per order.  We feel this is much fairer and more manageable for those on tighter budgets.  The principles of community supported agriculture are maintained because it requires a commitment from eaters, and we feel that a minimum order of $25 per transaction is fair.

If this is does not work for you, you may be able to join one of many buyers groups across South East Queensland who order from Food Connect in a different way. Alternatively, you could connect with your local subscribers and City Cousins to see if anyone wants to do a joint order with you!

Why is there a Sunday 10pm cut-off?

Our farmers need to know what to harvest, of course! It reduces our wastage and means you get the freshest produce possible. So once that cut-off happens, we can let the farmers know what to deliver for your order. We also can't edit or alter an order after this time becaues of our database. Please remember to check your order, make any changes and schedule any Recurring Order before this cut-off time.  

Can I just place a one time order?

You sure can!

  • Simply create an account, and select your best pick up (City Cousin). You can add whatever you like to your Shopping Cart - this could be one of our boxes of seasonal, ecologically produced fruit and veggies, creamy Barambah organic yoghurt, Rawganix biodynamic eggs or raw honey from the Lockyer Valley.

  • Remember, the order value will need to be a minimum of $25 (Note: if you have a recurring order scheduled, your cart order can be under $25)

  • Take note of the day and time of delivery, if you want to change your pick up location, now is the time to do it (My Account >Account Information)

  • An email confirmation will be sent to you and your order will be ready for collection at the time and place you chose. You will need to ring your City Cousin to obtain their street number. Their phone number is on the bottom of your email order confirmation under "Shipping Information"

What if I only want a one off order to be delivered in a fortnight/months time?

This can be done by creating a Recurring Order set up with a fortnightly or monthly schedule. Please give us a call at 3216 7777 for clarification or help with doing this.

Can I cancel my order?

Once an order has been processed through your shopping cart you won't be able to cancel it. Please call our office Monday - Friday on 3216 7777 and we will be able to look into cancelling this for you. We encourage you to set up Recurring Order (see above) as this will give you greater flexibility when managing your orders (including deleting and adding items) right up until 10pm Sunday. Just remember to schedule the amended Recurring Order.

Why can't I see my order?

If you have placed a single order for the coming week through the checkout then your orders will be visible under 'My Account'. If you (or Food Connect) has scheduled a 'Recurring Order'  for your orders then this will not be visible under orders until it is processed through our system at 10pm on Sunday. To view your items and delivery schedule in a 'Recurring Order' click on 'My Recurring Orders' in the top righthand corner.

Is the website secure?

The Food Connect website runs Magento SSL security which involves a rigorous process of comprehensive internal testing, quarterly penetration testing by expert consultants, and engagement with the Magento developer community to ensure that your data remains secure. To process payments we use Westpac Payway. PayWay is a simple, secure, internet-based solution to collect and manage customer payments.  It supports a wide range of payment channels.  

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