Hello and welcome to our FAQs page where you’ll find answers to questions such as – How do I get a replacement item? How do I make schedule changes? What happens if I forget to pick up my box? What about the holidays? and much more…
I’m new to CSA. How do I pick up my box?
After you create your online account, find and click the cardboard box icon which will bring you to your calendar page. This calendar will have your schedule highlighted in pink. On the morning of a delivery day, you will receive an email reminder to pick up your box. Anytime during the delivery hours, go to your pick up site. There you will find a sign in sheet. First thing is check to see what is marked down on that sheet under your name. You can only take what is marked on the sheet. If there is an error, you will contact the office and we’ll get it straightened out.
Are the CSA boxes guaranteed?
Yes, our CSA boxes are guaranteed to be fresh and flavorful. We offer replacements whenever necessary.
Farmers’ market pick up sites:
- Replace items whenever necessary
- no need to contact the office
- unlimited exchanges
- spoiled items can be tossed out, no need to save and show us
- this is an honor system so just let the guys at the market know you had a bad item and you will be picking out a replacement
All other pick up sites:
- send an email to our office letting us know what needs to be replaced
- items will be sent with your next delivery
- replacement items are not packed in a box but are delivered separately
- what belongs to you will be marked on the sign in sheet
Can I customize my produce box?
If your pick up site is a farmers’ market stand, you can trade out 1-2 items. This can be done when you pick up your box by removing the items you want to trade out and replacing them with items of equal value that you select from the stand.
Two of our locations have exchange boxes; San Elijo and CFS The Well in Poway.
Boxes cannot be customized at any of the other drop sites.
What’s the difference between placing a box on hold and a box cancellation?
When you place a box on hold it is automatically added to the end of your schedule. You do not lose the box. A cancellation occurs due to lack of payment.
How do I make a schedule change?
There are two ways:
- You can make ‘do-it-yourself’ changes through your online account before the deadline (deadlines & instructions below).
- After the ‘do-it-yourself’ deadline has passed, you have a few days to email a request.
Re-scheduling Deadlines –
What are the deadlines for do-it-yourself changes?
It depends on your delivery day of the week:
Delivery day: Deadline:
Tuesday Saturday midnight
Wednesday to Sunday Sunday midnight
What are the deadlines to email a request for change?
Delivery day: Deadline:
Tuesday Monday 11:00 am
Wednesday Tuesday 11:00 am
Thu – Sun Wednesday 11:00 am
After joining the CSA, please arrange backup with a few friends or family members who can pick up your box for you in the event something unexpected occurs and you miss the rescheduling deadlines.
Placing a Box on Hold –
How do I place a box on HOLD?
- log on to your CSA account
- click the cardboard box icon
- on your calendar, one by one, select the date(s) you want canceled
- click the ‘Hold Delivery’ button
- this can be done for one date, or multiples dates, done one by one
I changed my mind, how do I reactivate a delivery?
- log on to your CSA account
- one by one, select the date(s) you want to reactivate
- click the ‘Reactivate’ button for each date individually
What happens to my box on hold?
It is automatically added to the end of your schedule.
*Bi-weekly Subscribers Please Note: Your next delivery after a canceled box is two weeks later. If you wish to resume the following week, send an email notice as it can only be done by administration.
Can only paid boxes be placed on hold?
No, any of your delivery dates can be placed on hold whether paid or not. For example, if you know your vacation dates now, you can place them on hold even though they are unpaid. When a renewal order is placed, the system will automatically schedule the deliveries around those dates on hold.
If You Miss Your Pick Up
I’ve exhausted all options and I have no one to pick up my box OR I totally forgot to get my box. What happens now?
Our official policy is that we are not responsible for unclaimed boxes but you still have some options:
At Farmers’ Markets– you can stop by another market stand during the week and select items, free of charge, to hold you over until your next box. (Bear in mind this still puts a financial burden on the farm so please use this option as a last resort)
At Private Residences – Boxes should be left out until noon the next day. Contact your host immediately and make arrangements. If they do not hear from you by noon the next day, the box is removed from pick up.
At Businesses or Schools – If you cannot make it on time, call before closing and arrange to pick up your box after hours or the next day. They will leave your box outside for evening pick up or hold until the next day but only if you call and arrange the details.
Note: Have the phone number of your host programmed into your phone. We can no longer replace unclaimed boxes. Your only options are the ones outlined above.
What happens to unclaimed boxes?
At markets they are donated to charity. At other sites, the host oversees unclaimed boxes.
Why can’t my missed box be saved and scheduled for pick up at another location?
We cannot save and ship boxes to another location for two reasons:
- The farm has an extremely small refrigeration unit so there is no storage space.
- We would need to run through several channels to make sure no one else gets the older box later in the week. The cost factor makes it impossible to reschedule unclaimed boxes.
Changing Your Pick Up Site for One Delivery Only:
Can I change my pick up location for one week only?
Yes, you can change the pick up location for one or more dates by sending an email request by the deadlines outlined above. Please note that the system only moves forward within a week period from Sunday to Saturday. For example, let’s say your delivery day is Thursday, June 07, you would not be able to change it to Sunday, June 10.
What is the color code index for the online calendar?
The four colors you need to know:
Green – a delivery date whether paid or not
Gray – a delivery date that is on hold
White – a no delivery date
Pink – cancelled for lack of payment
How can I tell how many paid boxes are left in my account?
- Log in to your account
- go to your subscription page
- on the left column of the table you’ll see the word ‘DUE’ – there you will see how many paid boxes are left in your account.
How do I renew my subscription?
Use the link in you email renewal notices or log in to your account. From your DASHBOARD, make your renewal purchase. If you are not logged in, you will be making a purchase from the Store and will open a new account.
How do I change my subscription at time of renewal?
After logging in to your account, change your subscription order, before making any payments or clicking any renewal buttons. After you make the changes, then process your renewal order.
Why am I being billed again for the $20.00 fees when I try to place my renewal order?
At time of renewal, the system will show that it is billing you for the one time fees again. Just disregard and proceed with your order. Once it is processed the fees will go away. (The software company will be changing this soon)
I’m halfway through my current order, can I upgrade (or downsize)?
Yes, just send me an email notice and we’ll make the necessary changes.
What happens if my delivery day lands on a major national holiday?
Most of the time we will reschedule the pick up to the date immediately prior to the holiday. If the pick up site is at a farmers’ market, the boxes are sent to a private residence in the neighboring vicinity a day before the holiday.