Frequently Asked Questions
Here you’ll find the answers to the questions we’re often asked. If you can’t find the answers you need below, please
contact us.
Most Popular Questions
You can change your delivery address from ‘Your Account’, under ‘Delivery details’. The option won’t be available if you have debt or credit on your account, a delivery on its way, or a pause on your orders. In these cases, ‘Your Account’ will direct you to send us a message on webchat.
You can change the quantity and frequency of your items by looking at the ‘Next delivery’ section on every page (down the right hand side, or at the top of the screen if you’re on mobile) and selecting ‘Change’ on an item.
If you have ordered the item as a one-off in your next delivery, you can use the +/- buttons to change the quantity. Setting this value to zero will remove the item from your next delivery.
If the item is in your regular order, on-screen instructions will pop up with two sections. The top section is your regular order. Underneath that is an option to ‘Edit Next Delivery only’.
If you want to remove the item from all future orders, use the top +/-buttons to change the quantity in your regular order. If you want you want to change the quantity in your next delivery only, click ‘Edit Next Delivery only’. There you can use the +/- buttons to change the quantity in your next delivery. Setting this value to zero will remove the item from your next delivery and not affect your regular order.
Selecting “Confirm” will save any changes made to your order.
We very rarely miss a delivery, so don’t panic if it’s a bit later than usual. If it’s very late, get in touch by calling Daniel at +61 473 249 034 or email us at admin@ourfarmacy.au.
Delivery
Free delivery for orders over AUD $65 or $10 flat fee for orders under.
Pick up is only available on Wednesdays and the location is called Project Salubrious 143 Rowley Rd, Burpengary QLD 4505 between 9.30am and 2pm.
We list the postcodes on the pages for delivery, also at checkout.
At the bottom of the ‘Next delivery’ section you will see a link to ‘Pause deliveries’. Simply choose the dates you want to start and finish the pause. We’ll email you five days before your orders are due to restart.
If you want to change or stop a pause that you have set for your next delivery, just select ‘Unpause now’. If the pause is scheduled to start on a future date, select ‘Edit pause’ at the bottom of your ‘Next delivery’ list.
If you’re moving house, you can change your delivery address from Your Account, under ‘Delivery details’. The option won’t be available if you have debt or credit on your account, a delivery on its way, or a pause on your orders. We may also pause this option at times when we’re coordinating high numbers of deliveries, such as Christmas. In these cases, ‘Your Account’ will direct you to send us a message on Live Chat.
To find out what to return to us for reuse, and how to dispose of the rest of your packaging responsibly, visit our Packaging page.
We deliver from quite early in the morning up until dinner time on your delivery day. To minimise food miles, our local veg teams (we never use couriers) deliver to everyone in an area on a set day once a week, calculating their routes to maximise efficiency. Delivery is often at a similar time each week – traffic and weather permitting!
You don’t need to be at home – more than 70% of our customers are out when we deliver. Our driver will knock on your door to let you know you delivery has arrived (if it’s after 8am); please let us know in your delivery instructions if you’d rather we didn’t knock.
You can also use the delivery instructions to let your driver know where to leave your box if you’re not in. We’re used to all sorts of requests. This could be anything from leaving your box with a neighbour or in a shed/garage, to tucking it under a hedge, behind a dustbin or under upturned recycling boxes.
We very rarely miss a delivery, so don’t panic if it’s a bit later than usual. If it’s very late, get in touch by calling Daniel at +61 473 249 034 or email us at admin@ourfarmacy.au.
Box Information
We post box contents on the website every Sunday night. We also email every week telling you what’s on the way, so you can check whether you’d like to stick with your chosen box, swap to another, or add any extras. We try very hard to stick to the planned contents, but the unpredictability of nature means that we must occasionally make last-minute changes.
Every week, we list what we’re planning to put in all our veg boxes for the next week, to help you choose which to order. We try our very best to deliver what we’ve planned – but with fresh organic produce, sometimes things can change at the last moment. Bad weather, crop damage; lots of things can mean that we sometimes have to swap an item from your box.
Wherever possible, we try to choose a fruit or veg that can play a similar role in your kitchen to the one replaced (a salad veg for a salad veg, for example). We also alert you to the swap in your box – either on a little note of its own, or highlighted on the list of veg attached to your farm newsletter, depending on the box.
If you’re not happy with an item that’s been swapped in your box, please do get in touch with our team at the farm and let us know.