MANAGING YOUR VEG BOX
CURRENT SUBSCRIPTION CUSTOMERS
Customer Account Basics
How can I manage my Veg Box Subscription online?
You can actively actively manage your veg box subscription through your online customer account. Changes you can make include: skipping or rescheduling boxes, cancelling your subscription, managing add-on products, updating your payment details, and more. You can also view the Weekly Packing List for our Seasonal Mixed Boxes.
You will also get an email 2 days before each order is processed with a direct link to your Subscription Management Page.
Of course, our friendly team is always happy to help! Don't hesitate to reach out to us via email at fairfood@green-connect.com.au or mobile/SMS at 0437 038 151 if you need assistance.
How do I log in to my Customer Account?
You can login to your customer account at https://shop.green-connect.com.au/account/login or by clicking on the person icon in the upper left-hand corner of your desktop screen or in the menu (designated by 3 horizontal lines) on your mobile device screen.
If you have never logged in to your account, or have never created a password for your account, click on the ‘Create account’ link under the Sign in button. Once there, enter your name, email address, and password of your choosing. This will trigger a verification email to be sent to your email address. When you click on the link in the email, you’ll be take to your subscription management page.
It’s telling me I don’t have an account but I know I do. Help!
If you are trying to login, or trying to reset your password, and the site is saying that you don’t have a customer account, don’t worry! It likely means that you haven’t set up your account yet.
To set up your account, click on the ‘Create account’ link under the Sign in button. Once there, enter your name, email address, and password of your choosing. This will trigger a verification email to be sent to your email address. When you click on the link in the email, you’ll be take to your subscription management page.
As long as you use the same email address that you ordered your veg box with, your subscription will show up in your account page.
Where can I find the Weekly Veg Box Packing List?
When you login to your account via the login page, you will find the weekly packing grid at the top of your account page.
If you follow the link to your Subscription Management Page via a link in your Upcoming Order email, click the ‘Go back’ and/or ‘My account’ links in the upper left-hand corner of the page to access your account page. You may be prompted to login. If you have never created a password, or if you try to login and are told that you don’t have an account, you’ll have to create your account via the instructions above.
The weekly packing list can also be found at https://shop.green-connect.com.au/pages/whats-in-your-box.
CURRENT SUBSCRIPTION CUSTOMERS
Changing My Subscription
What is the deadline for changing or pausing my order?
The deadline for all veg box order changes is MONDAY at 10am.
Customers wishing to make any changes to their next veg box order, including updating exclusions (for seasonal mixed boxes) or produce selections (for PYP boxes), placing an order on hold, changing their box type, size, or delivery location, adding additional products, and more, must do so before Monday at 10am for boxes delivered on Wednesday.
Please note:
- Subscription renewal orders are scheduled to be processed on Mondays at 10am
- Change requests received after this times will be actioned for the following week’s order.
Can I skip my order this week?
Absolutely!
You can skip or pause your veg box for any reason, at any time. Simply jump into your Subscription Management Page to either “skip” or “reschedule” your next delivery (see image below). You can also pause your subscription if you don't know what date you want to restart.
If you can't access your customer account, you can send an email to fairfood@green-connect.com.au.
All holds must be submitted before the order deadline of 10am Monday. If you miss the deadline, we suggest offering your box to a friend who can pick-it up. If this isn’t possible, please let us know and we can donate your box, along with other food that we regularly donate, to the Warrawong Residents Forum at the Warrawong Neighbourhood Centre.
What other products can I add to my subscription?
On our farm, we also produce free-range eggs, honey, and bouquets of freshly picked flowers.
These items can be added to your veg box weekly, fortnightly, monthly (or every 4 weeks) or as a 1-off. You can also add a ‘fruit top-up’ to mixed seasonal boxes if you’d like a bit more fruit.
Add-ons can be purchased from our online shop. For mixes seasonal box subscribers only, they can also be added through your Subscription Management Page by selecting 'Add Product'.
You can also email us at fairfood@green-connect.com.au and let us know what you’d like to add-on.
Like all order changes, add-ons must be ordered before the order cut-off.
Can I change where my box is delivered to?
You can change your delivery or pick-up location for the week before 10am on Monday. After this time, when orders have been processed and deliveries scheduled, it is likely that we cannot change your delivery destination.
Changes to delivery options cannot be done through your Subscription Management Page so contact the Fair Food Coordinator at fairfood@green-connect.com.au with your delivery change requests.
I have lots of leftover produce in my fridge. Can I order a smaller box this week?
Yes! You are welcome to change your box size or type based on what you need for the week.
How to do this will depend on what type of veg box subscription you have - Pick Your Produce or a Mixed Seasonal Box. See the FAQ section that applies to your box type below for specific instructions or contact our team at fairfood@green-connect.com.au for assistance.
Changes need to be made before the cut-off time for your subscription type.
How often can I change my order?
As often as you like, so long as your changes are made before the order cut-off time! Our veg boxes are set up as subscriptions so customers can automate their weekly or fortnightly orders to suit their needs. However, there are no commitments or contracts, and you can cancel or change your order as often as needed to ensure what you receive meets your needs.
Changes you can make at any time include:
- Pausing your box for a week or longer
- Changing your box size and/or type
- Adjusting your excluded items; many customer update their exclusions weekly based on the items we are planning to pack
- Changing your pick-up location or address for delivery
- Adding products, like eggs, honey, freshly picked flowers and extra fruit to your order
- Changing the frequency of your box (every 3 or 4 weeks is possible)
- Cancelling your subscription
CURRENT SUBSCRIPTION CUSTOMERS
Seasonal Veg Boxes
What is the deadline for changing or pausing my order?
The deadline for changes to all veg box orders is Monday at 10am for boxes delivered on Wednesday.
This time aligns with when subscription renewal orders are scheduled in our payment system.
Change requests received after these times will be actioned for the following week’s order.
I want to change my Mixed Seasonal Box order. How can I do it?
The easiest way to make changes to your veg box subscription is via the Subscription Management Page in your personalised customer account. There, you can skip or reschedule upcoming orders, update your exclusions and preferences, add or remove items from your order, update your credit card details, and more!
There are a couple of things that you can’t do from your Subscription Management page, including changing your delivery address or pick-up hub or adding waitlisted products. Our Fair Food team will be happy to make these changes for you or assist with any other questions or requests you have!
Contact us at fairfood@green-connect.com.au.
Please note that the deadline for all veg box holds, changes and add-ons is 10am Monday.
How can I change my veg box size or type?
Subscription Management Page, choose ‘Swap Product’ and choose a different box size.
Or send us an email at fairfood@green-connect.com.au and let us know what box size and type you’d like.
Can I exclude certain fruit or veg from my box?
Yes!
You may wish to exclude items because you are allergic/intolerant, because you grow them yourself, because you don’t like them, or because you just don’t feel like eating them this week. Our exclusion system allows for up to 3 fruit or veg to be excluded from each box.
Here is how our exclusion system works:
- Update your exclusions and preferences in your Subscription Management Page in the order notes section or send us your exclusion requests via email at fairfood@green-connect.com.au. For example: “Exclude: beetroot, radish; Preference: leafy greens”
- Exclusions can be specific (e.g. beetroot, lettuce) or general (e.g. leafy greens, alliums) and they can be changed or as often as you like.
- We can’t pack less of something in your box, but we can reduce the frequency you receive commonly packed items by applying an alternating exclusion, which means you will receive the item in one box but not the next. This works particularly well for potatoes and onions, which are packed in most veg boxes by default each week.
- We will replace excluded veg in your box with something else to ensure you get the quantity and variety of produce that is promised for each box size. We aren’t able tell you in advance what we will pack, as this depends on what we are able to harvest or source in smaller quantities. If there are items you would prefer us to pack in place of your exclusion items, you're welcome to let us know, though we can't guarantee which replacement items we will pack.
- You can find out what we’re planning to pack in next week’s boxes in your ‘My Account’ page. This page is accessible via the Shopify account page. If you haven’t created a password for your account, click on ‘Create account’ and follow the instructions. The weekly packing list is published by Friday afternoon each week.
Can I request specific fruit or veg?
As a rule, we follow the Weekly Packing List when packing our mixed seasonal veg boxes.
Customers are welcome to list up to 3 items they would prefer to receive in place of their excluded items in their order notes.
We only look at preferences as a guide for what to pack in place of exclusion items and won’t modify what we pack if only preferences are listed. We cannot guarantee preferred items, but we’ll do the best we can with what we have available.
Please note:
- Preferences can be as specific (e.g., broccoli) or general (e.g., leafy greens) as you like.
- Unless you specify a preference for fruit or veg, we won’t pack fruit in place of excluded veg, or vice versa.
- If we have already packed one of your preferred items, we won’t pack a second portion unless you specify that you want MORE of that item.
CURRENT SUBSCRIPTION CUSTOMERS
Pick Your Produce (PYP) Boxes
How do I tell you what produce I want?
Log into your account at https://shop.green-connect.com.au/account/login and click on the ‘Manage Subscription’ button OR follow the ‘Manage Your Subscription’ link in your automated reminder email.
View your previously selected produce and look for unavailable items (these will appear with a blue image and the produce name will be crossed out). These must be changed!
Update your produce items by:
- Clicking on the ‘Edit Produce’ link (upper right-hand corner of the box displaying produce selections). Adjust the quantities of each item in your order until you’ve reached the capacity for the your PYP box. OR
- Swap items one-by-one by clicking on the ‘swap’ button next to each produce item.
IMPORTANT: MAKE SURE TO CLICK 'SAVE' BUTTON at the bottom of the pop-up produce window or your selections will not save!
When can I find out what produce will be available for my next order?
We update the produce available for next week's Pick Your Produce boxes (delivered on Wednesday) by Thursday afternoon. Please do not update your produce before this time! If you do, you risk selecting produce that won't be available.
What is the deadline for changing or pausing my order?
The deadline for changes to all veg box orders is Monday at 10am for boxes delivered on Wednesday.
This time aligns with when subscription renewal orders are scheduled in our payment system.
Change requests received after these times will be actioned for the following week’s order.
How can I make sure my selections have been saved?
It is important to double check that you’ve selected the maximum number of produce items and that they have saved before closing your customer account. Please double check that you have made all your allowable selections (the ‘+’ buttons will fade out and you won’t be able to select more when you’ve reached your limit) and that you CLICK THE SAVE BUTTON at the bottom of the ‘Select Produce’ window before closing your customer account.
If you are haven't selected all your items, we’ll follow the steps below to ensure you get the correct amount of produce.
I want to make a change to my PYP subscription. How can I do it?
You can make some changes to your upcoming PYP orders via your online Subscription Management Page. These changes include skipping or rescheduling upcoming orders, updating your credit card details, and pausing or cancelling your subscription.
For PYP subscriptions, there are a number of changes that you cannot make from your Subscription Management page, including swapping your veg box size or type, purchasing add-on products, and changing your delivery address/pick-up hub.
To change your PYP box size: Click on the Swap Product button, just underneath the PYP Product name.
To order an add-on product like eggs, flowers or honey: Click on 'Add Product' in the upper righthand side of the PYP Product box OR contact our team (see below) and we can assist you.
To remove an add-on product that you no longer want: Login to your customer account and delete the product.
To change your delivery address or pick-up hub: Contact our team and we can set this up for you!
Don't hesitate to contact us at fairfood@green-connect.com.au with any questions or for any other assistance.
Please note that the deadline for box cancellation and produce selection is 10am on Monday.
What happens if I don't pick my produce selections before the cut-off time?
If you forget to update your PYP produce selections before 10am Monday, we will pack the items you had previously selected. If any items are no longer available, we will:
- Substitute the unavailable items with similar items (e.g. broccolini for broccoli, or oak lettuce for cos lettuce).
- If no similar items are available, we will consult your order notes to see your 'Preferred Substitutions' and pack something from that list if we can.
- If you don't have Preferred Substitutions listed, we'll pick something else that we hope you'll enjoy.
You are welcome to jump into your account to update your selections after your order is processed too, though please contact the Fair Food Team to let them know if you do this. If we're able to accommodate your requests we will. However, we won't be able to guarantee your produce selections if changed after the order deadline.
NOTE: We highly recommend that all PYP customers list Preferred Substitutions in their Order Notes.
You can list items that you are always happy to get more of or categories of produce that you generally prefer. Or you can change your preferred substitutions each week. E.g. 'farm-grown produce', 'Leafy greens', 'More apples', 'More of something I've ordered'
What happens if you don't have a produce item I've selected?
Please use your ‘Order Notes’ to communicate preferred substitutions.
Although we do our best to only list items that we are confident we'll have for Pick Your Produce selection, it can happen that we won't be able to pack one of your items. This may happen if our organic supplier runs out of something or if the goats manage to sneak through a fence and eat the produce!
If this happens, here's what we'll do:
- Substitute the unavailable items with something similar (e.g. broccolini for broccoli, or oak lettuce for cos lettuce).
- If no similar items are available, we will consult your order notes to see your 'Preferred Substitutions' and pack something from that list if we can.
- If you don't have Preferred Substitutions listed, we'll pick something else that we hope you'll enjoy.
NOTE: We highly recommend that all PYP customers list Preferred Substitutions in their Order Notes.
You can list items that you are always happy to get more of or categories of produce that you generally prefer. Or you can change your preferred substitutions each week. E.g. 'farm-grown produce', 'Leafy greens', 'More apples', 'More of something I've ordered'
CURRENT SUBSCRIPTION CUSTOMERS
Payments
How do I change my credit card details?
- Log in to your customer account https://shop.green-connect.com.au/account/login
- Click on Manage Subscription
- Click on Manage your subscription
- In the ‘Payment Details’ box, click ‘Edit’. This will send you a secure link to update your credit card details.
- Follow the instructions in the email to update your details, and click save.
If you have any trouble with this process, we can also assist by updating your credit card details over the phone. Don’t hesitate to contact the Fair Food team at fairfood@green-connect.com.au.
My payment failed! Will I still receive my box this week?
There’s no need to worry about failed payments initially. We will still pack your box even if your initial payment on Monday at midday has failed. Our system will attempt to process your payment each day for one week. If at the end of the week your payment still has not gone through, we will get in touch with you and put your subscription on hold until we collect your payment.
My credit card has been cancelled. How can I pay for my box?
There’s no need to worry about failed payments initially if you’ve had to cancel your credit card due to fraudulent activities or for any other reason. Just reach out to the Fair Food Coordinator at fairfood@green-connect.com.au to let them know and we can share other payment options with you.
CURRENT SUBSCRIPTION CUSTOMERS
Pick Up and Delivery
I forget to pick up my box from my hub. What do I do now?
If you realise after your pick-up window has ended that you forgot your box, you can contact your hub directly or, if you’re having trouble contacting someone or if the hub is not manned, you can contact the Green Connect Fair Food Coordinator at fairfood@green-connect.com.au or 0437 038 151.
We do our best to reach out to customers who have not collected their boxes, though this is dependent on hub staff alerting us that your box is still there. If your box is still at the hub 24 hours after the end of the pick-up window, we will encourage the hub staff to take the box home to reduce waste.
Green Connect and our pick-up hubs cannot take responsibility for veg boxes after the end of the allocated collection hours.
I can’t pick up my box within the hub pick-up window. What do I do?
Before 10am Monday:
If you know in advance that you won’t be able to collect your box during collection hours, please get in touch with us before 10am on Monday so we can update your order for the week. This may include changing your delivery/pick-up
option or placing your order on hold for the week.
After 10am Monday:
Contact the Fair Food team at fairfood@green-connect.com.au or 0437 038 151 and we'll see what we can do. Please note that we may not be able make changes to your delivery address or pick up location after Monday at 10am due to the complex nature of our processing and packing system.
If something comes up at the last minute and you can’t pick up your box, please organise for a friend or family member to collect on your behalf. Our pick-up hubs can’t take responsibility for boxes that are not collected during the allocated collection hours.
If no other arrangements can be made, you can try to contact your hub and see if they can hold your box for an extra day or you can call the Fair Food Coordinator at 0437 038 151 for guidance.
My veg box wasn't at my hub. What should I do?
Call the Fair Food Coordinator right away on 0437 038 151 and they will assist you.
If you didn’t get an SMS pick-up reminder, it may be that we didn’t pack a box for you that week. You can check this either by contacting us or checking the ‘Past Orders’ in your customer account.
If you did get an SMS pick-up reminder, make sure you look at every box label at the hub, as sometimes labels are hidden or we may have packed your box in a larger or smaller size box than normal. If your box definitely isn’t there, we’ll try to figure out where it has gone and we’ll do everything we can get you a new box or get the original box back to you.
CURRENT SUBSCRIPTION CUSTOMERS
Quality and Packing
I received an item from my exclusion list. What should I do?
We ask and encourage all customers to report errors, however small, with their fruit and veg boxes. This information helps us assess how we’re doing, review and improve our systems, and ultimately create the best local & sustainable veg box in the Illawarra.
If you received one or more of your exclusion items, please take a photo of your box and send it to the Fair Food Coordinator at fairfood@green-connect.com.au. We will work with you to make it right or make it up to you.
I think I should have gotten more in my box. Did you forget to pack something?
The total weight and bulkiness of boxes varies from week to week depending on the types of produce we pack and the value of that produce. For example, fennel will fill more space in the box than snow peas and head of lettuce will be heavier than a bunch of baby bok choy.
You can always check what you received by comparing the
contents of your box to the packing list in your customer profile. You can also count the varieties of produce you received. Mini mix boxes should have at least 4 veg and 2 fruits. Small boxes should have at least 7 veg, plus at least 2 fruits for small mixes. Regular boxes should have at least 10 varieties of veg, plus 3 varieties of fruit for mixed boxes. Large boxes should have at least 13 varieties of veg, plus 4 varieties of fruit for mixed boxes.
If in doubt, contact the Fair Food Coordinator via email at fairfood@green-connect.com.au. If you can, send a photo of your box contents. We can help figure out if something is missing. If it is, we’ll offer you a credit or refund for the missing items.
I don’t recognise a vegetable or fruit in my box. How can I find out what it is?
We aim to give information about lesser know produce in the insert that comes in your veg box. But if you receive something and you don’t know what it is, you have a couple of options:
- Check the Weekly Packing List, accessible through your Account Page or the What's in your box page on our website.
- Do a google photo search.
- Contact the Fair Food team and we'll be more than happy to assist!
I requested specific produce items but didn’t receive them. Why not?
For Seasonal Mixed Boxes, we guarantee that we will exclude the (up to 3) items on your exclusions list. We invite you to list items that you would prefer, but unlike excluded items, we cannot guarantee that we will be able to pack preferred items.
This is because we harvest or source a limited number of items to pack in place of exclusions. If we have your preferred items available in sufficient quantities, we will pack them. However, this is not always possible.
If you'd like to choose what you get in your box, you can now purchase a 'Pick Your Produce' box! Check out our shop pages for more info.
If you order a Pick Your Produce box and didn't get one of your selected items, please contact our Fair Food Team immediately.
CURRENT SUBSCRIPTION CUSTOMERS
Other Questions
There’s something in my box I don’t know how to prepare or eat
We have a range of resources to help you with identifying new veg and tips on how to cook with our produce.
- We post what is going to be in next week’s box each Friday, so that you can access that list and have time in advance to organise your meals for the week.
- We aim to provide information on lesser-known veggies in the ‘Feature Veg’ section of the blog
each week, which also appears on your veg box insert. - For many produce items, we have created a webpage called Our Produce with information on how to store it, cook it and recipe ideas.
- You can always contact us to ask! Either email the Fair Food Coordinator at fairfood@green-connect.com.au or jump onto the Fair Food Facebook Group to ask other customers.
I’m not using all the produce in my box. What do you recommend?
If you’re getting a back-log of produce, you are always welcome to temporarily order a smaller box or pause your subscription for a week to give you time to catch up. If you are consistently struggling to use up your produce, you have a few options:
- Utilise your exclusions and preferences lists to ensure you’re getting less of what you don’t want and more of what you do!
- Learn a bit more about how to cook unfamiliar veg. Green Connect's Our Produce webpage has general lots of info for commonly packed and lesser-known produce, as well as links to recipes. There are also heaps of veg box customers and fair food enthusiasts on our Fair Food Facebook Group that will share their tips and advice. And, of course, your favourite internet search engine can provide a wealth of information and
inspiration too! - Reduce box size or frequency of your box.
You’re always welcome to chat with our Fair Food Coordinator who can provide advice on possibilities that might work for you.
Who can I contact if I have a question about my veg box?
If you ever have any questions or issues with your box, please don’t hesitate to let our Fair Food team know! We’re very keen to make sure you receive produce that you love and are confident using.
We also know all the tricks to tweak your subscription to ensure your produce box is meeting your needs. Contact us via email at fairfood@green-connect.com.au or via phone/SMS to 0437 038 151.
Do you test the soil at your farm?
Yes! We test our soil annually,
taking samples from 5 different locations across the farm, and sending them to Vege Safe, which operates out of Macquarie Uni. In the past we have used the EAL (Environmental Analysis Laboratory) at Southern Cross
University as well.
There has never been evidence of any soil or water contamination on our farm and our results have always been well within safe limits.
By continuously adding organic matter and following organic growing practices, we are fostering a thriving soil ecology that will be able to continually filter out contaminants and enable the growth of healthy, delicious food.
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