FAQ
Frequently asked questions about The Peoples Produce
For Zone 1 and 2 orders must be placed by 11am Mondays.
For zones 3 and 4 orders must be placed by 11am Tuesdays.
For zone 5 and 6 orders must be placed by 11am Wednesdays.
Orders placed after the cut-off time may still be accepted, but only if contacted by phone (0423665013) to make arrangements.
Unfortunately, after the route is finalised, we are unable to add new deliveries without arrangement. To avoid disappointment [and having to wait until the following week to receive your produce], please place your order a day or two before the cut-off.
Unfortunately, at this stage, we can not give a time of arrival as the route changes each week. If you need notice, please pop a message and your phone number in the notes section of your order form and we will sms you. Our driver can be out quite late sometimes. If your order has not arrived by 7 pm please give us a call.
We charge a combined packing and delivery fee of $9.95. This helps cover the cost of our unique Eco Esky’s and Ice packs and also having our awesome crew, select, quality check and carefully pack your order. We also use our own delivery crew, Dave and Glenn, and our own trucks to provide the best and a more personalized service. We think this makes all the difference and we hope you do to! Any orders over $150 will be waived any delivery fee 🙂
What Happens if I cancel an already Processed order: We have a $5 cancellation fee to cover both the stripe payment and refund fees and the cost of the process of sorting the refund. This process is a time consuming one which takes the time of a real human to do and contains two separate Stripe fees and we regretfully have to be able to cover this.
What if I order late and then cancel my order or subscription: The same process and $5 fee as above will apply. It is necessary as a small business as we cannot wear the cost regretfully.
You can pickup your orders at one of six weekend market locations.
Saturday Pickups from:
- Kyilla Farmers Market – Selkirk St, North Perth
- Kingsway Farmers Market – 34 Bellerive Blvd, Madeley
- Subiaco Farmers Market – 271 Bagot Rd, Subiaco
Sunday Pickups from:
- Vic Park Farmers Market – John McMillan Park, East Victoria Park
- Freo Farmers Market – 79 Lefroy Rd, Beaconsfield
- Palmyra Farmers Market – Mckimmie Rd, Palmyra
We really appreciate your understanding in helping us to streamline our efficiency
We come from 4 generations of farmers and are passionate about providing fresh produce of the utmost quality. We do our very best to provide you with the very best produce we [or our other local suppliers] have to offer. If you are not satisfied, simply contact us and we will make suitable arrangements.
We will try to substitute with something similar eg… If we don’t have grape tomatoes we’ll replace with cherry tomatoes. No Continental cucumbers, we’ll give you Lebanese etc… If you do not want items substituted, please pop a note saying so on your order form. If we can’t substitute an item we will issue you a refund as soon as we can.
Yes, we are happy to swap one or two items in our pre itemised boxes. Please pop a note on your order form and we will endeavour to accommodate as much as is possible. Swaps cannot be made in our Not So Perfect Produce Range.
Please check the invoice on the side of your box. If for some reason we couldn’t provide you with what you ordered, there will be a note on your order form. If a refund is to be provided it will be issued within a couple of days. If you do not receive a refund please contact us as a mistake has been made and we will rectify it ASAP.
If you have any problems whatsoever with ordering, please feel free to contact us and we will be more than happy to assist you. Please note that we are often without reception or very busy. If you can’t get us on the phone, please sms Anies on 0423665013 with your query and she will endeavour to get back to you as soon as possible.
While we endeavor to provide the best, freshest and cleanest produce WA’s farmers have to offer, sometimes some varieties of produce may not be in a steady supply or may be affected by unforeseen events such as weather or pests. If we can guarantee the supply, it will be reflected in the product description in the online store, but for other items where the supply is varied we will opt to leave it off the description. This does not mean the product you receive will not be either organic or pesticide free, it just means we are choosing to be safe with the description. Our end vision is for the supply and demand to reach a point where all items will be organic and pesticide free all year round. Together, we can get there!
It is the customer responsibility to manage and either pause, cancel or renew any subscriptions in the event of any reason for non-delivery. This includes holidays, public holidays, non-operation periods and also when the customer needs to delay a week or fortnight. We are happy to help with any questions or processes that may be involved in maintaining your own account but in the end, bear no responsibility for the customers account. Any orders mistakenly placed or not needed will involve a cancellation fee of $5 as per our cancellation policy. We will always do our best to communicate any days or weeks where we will not be operating by all social channels, email, our WhatsApp group, but hold no responsibility there after for a processed order or refund having to be made.
Subscriptions and Pausing or Cancelling
For any customers who have or create a subscription, please remember that in your account you have the ability to cancel, pause etc your own subscription. We have numerous emails a week, usually just before or after the payment scheduled is taken, to either pause or cancel. Please try and take responsibility for your own subscription and its timing. It is a simple step for the subscription holder but a fairly drawn out process for us to do.
Also if you have a payment issue/fail please note that your subscription timing will change to the time you update your payment details.
Cut Off Times
Now we are having a lot of customers miss the cut off times for their delivery run and then message, email or call asking where their delivery is. I know time can get away from us but we have to be strict on the cut off due to so many factors and the time it can take to sort out a few late orders and then try and special deliver them can cause a massive ripple effect in the week.
We will have to be strict on this cut-off and of course, if there is special circumstances involved we will always try to look after you. But if we are not contacted in a reasonable time or at all, your order will be added to the next weeks run. We are sorry to have to be so strict on this but it just simply is too much on the crew and on Anies and Belinda to have to try and sort out late orders.
Auto Filling Delivery Details:
We have also run into a lot of customers using an auto fill for their delivery details and not double checking leading to deliveries being dropped at old addresses etc. Please just have a quick look if you autofill to make sure all is correct and in order, especially Apple Pay customers as this seems to be the largest culprit.
Additions to orders:
Moving forward can we please ask anyone who needs to add to an already existing order to please place another order online rather than send through a wish list via email, text or any another means. The process involved in this is far too time consuming and is leading to errors and confusion with the packing crew. You will be refunded the delivery fee for the addition so will not have to pay that a second time, so don’t stress, it is just much more efficient for every one.
Emails:
Please if possible give us time within the regular 9-5 Monday – Friday hours you would expect from any larger business to reply to or sort out email requests. We are being emailed and messaged at all hours, on all days and realistically cannot be expected to respond promptly at 6 am on a Sunday morning for example. Also please try and send all email correspondence to anies@thepeoplesproduce instead of replying to orders@thepeoplesproduce as this email is unmanned and emails can and have been missed.
We will add to this list as more and more whacky and unique experiences enlighten us to the pleasures of running a small business in the modern age 😂
Thank You so much for your consideration!!
