Fuel your family

With Fresh, In-season organic food

FAQs

 

WHAT IS ORGANIC? 

Organic refers to the way produce is grown and processed. In Australia, certified organic produce must be grown without synthetic pesticides, herbicides, GMO’s (genetically modified organisms) and petroleum based fertilisers. In organic agriculture, produce is grown using natural fertilisers such as manure and compost; weeds are controlled using crop rotation, hand weeding, mulching and tilling; and pests are controlled using natural methods such as birds, insects, traps and naturally derived pesticides.

Organic certification in Australia is performed by several organisations that are accredited by the Department of Agriculture, Fisheries and Forestry (DAFF). These organisations include NASAA Certified Organic, Organic Food, AUS-QUAL, Australian Certified Organic, Bio-Dynamic Research Institute (BDRI), Safe Food Production Queensland (SFQ) and The Tasmanian Organic Producers (TOP).

 

CAN I CUSTOMIZE MY BOX? 

In an endeavour to keep the price of organic produce down and accessible to more people, The Gathered Green has decided not to customise boxes.  Fulfilling individual orders would require more time and resources, which would push the price of each box up.  Although we cannot make individual changes to the boxes, we are very open to feedback from customers regarding what produce they would prefer to see more or less of in the boxes.  If feedback is consistent, then we will make changes to our the box contents to better meet the needs of the group as a whole. Another option which has been utilised by some customers is to share and swap produce with neighbours or friends.  Occasionally customers in a specific region, liaise together to swap specific items to better meet their individual needs. This is a great way of building a community spirit and minimising waste.

 

I CAN'T REMEMBER MY PASSWORD-CAN I RESET IT? 

You certainly can! Simply go to the Manage Account page, click on the ‘forgot password’ link and enter the email address you registered with. This will send a password reset email, from which you can follow the prompts.

 

HOW CAN I UPDATE MY CREDIT CARD DETAILS

If you would like your payments to be made from a different card or your card details have changed, you can change them in your account.

Simply go to the Manage Account page, select ‘Manage Subscriptions’ from the right. This will list your current subscriptions and allow you to change payment. Click on the manage icon dropdown. Fill out your new card details and click ‘View Update Card’.

Don’t delete your old card until after you have added the new one.

Please note the following:

  • if your internet browser or antivirus is set up to remember your credit card details, you may have to clear or remove them when you update your card
  • if you have multiple subscriptions, make sure you check them individually to ensure they all use the correct card
  • if you will not be using your previous card, you can delete it after adding the new one by going into ‘Manage Cards’
  • our website does not store your full credit card details, only the last 4 digits for identification purposes. Your details are securely sent to and stored by Pin Payments.

Please don’t hesitate to contact us should you have any problems.

 

MY SUBSCRIPTION PAYMENT FAILED- WHAT DO I DO? 

We understand that credit card payments can fail for a wide range of reasons.

Our system is programmed to re-try failed payments 8 times (once every 24 hours).  You will be notified via email after the initial attempt to re process your payment.  This may flag to you that your credit card has expired or you have insufficient funds in your account, in which case you may have time to rectify the problem before the 8 attempts to process your payment are completed.  If the 8 attempts are unsuccessful, the quickest solution for both of us, is for you to make the payment by purchasing a trial box of the type that matches your subscription. This will process a one-off payment with instant payment confirmation. You also have the option to use a different credit card for this payment.

If you are unable to make a payment this way, please contact us to discuss your options.

Please note that unfortunately we cannot simply withhold your box after your payment fails. This is because we source all produce fresh to order and by the time your payment fails that order has already been placed.

If you don’t require a box you will need to log into your account and skip the scheduled box you do not wish to receive, prior to the payment transfer date for this box.  

 

I CAN'T UPDATE MY CREDIT CARD DETAILS, CHANGE MY ORDER OR UPDATE MY PASSWORD. 

Sometimes when you are trying to make updates to your orders and you are having trouble it is related to your browsing history. To clear your browsing history follow the below steps;

Using Chrome:  In the top right corner of the browser you will see the below icon

  1. Click this icon
  2. Click Settings
  3. Click Advanced
  4. In Privacy, click Clear Browsing Data, then click Clear Browsing Data

Using IE: In the top right corner of the browser you will see the below icon

  1. Click this icon
  2. Click Safety
  3. Click Delete Browsing History
  4. Click Delete

This should clear your browsing history and enable you to proceed in making updates to credit card details, changing your order or updating your password.

 

I WOULD LIKE TO SUSPEND/SKIP AN ORDER

IMPORTANT: On the UPCOMING ORDERS page, the 'Next Order' date listed in the table is the NEXT SCHEDULED PAYMENT, where your box will be delivered the FOLLOWING WEEK.  Please keep this in mind when selecting which order you wish to skip.

1. To skip an order, log in to your account

2. Selecting Manage Subscription

 3. Select Manage

4. Select Upcoming Orders from the drop down list

5. Select which Order Dates you would like to skip/suspend

6. You have successfully skipped your order and can Resume Shipment if you need

 

I WOULD LIKE TO CHANGE MY SUBSCRIPTION

You can change or add to your subscription at any time.

Please note that any changes to your subscription need to be made by the Wednesday one week before the week where you would like those changes to take effect.This is because we source all produce fresh to order.

To add a box to your existing subscription, log in to your account, go the Shop Page and process an order for the product you would like to add.  

Alternatively, you can log in to your account and select the Add Product option from the manage dropdown.