Return Policy: The Honest Farmer

At The Honest Farmer, we are committed to delivering the highest quality regenerative groceries to your door in Chilliwack, Vancouver, and the North Shore. Because we deal with fresh, perishable items like produce, dairy and pasture-raised meats, our policy is designed to ensure food safety while guaranteeing your satisfaction.  

1. Freshness & Quality Guarantee 

  • Perishable Items: If any produce, dairy, or meat arrives damaged, spoiled, or does not meet our quality standards, please notify us within 24 hours of delivery. 
  • Proof of Issue: To help us improve our procedures, we kindly ask for a photo of the item and a brief description of the issue. 
  • Resolution: We will promptly arrange a refund or a credit to your account for the value of the item. 

2. Missing or Incorrect Items 

  • Accuracy Check: While our staff perform meticulous order checks, mistakes can happen. 
  • Reporting: If an item is missing from your order or you receive the wrong product, please contact us immediately via email or reply to your order text. 
  • Fix: We will either redeliver the correct items (if our delivery drivers are still in your zone) or issue a full refund for the missing item.

3. Subscriptions & Order Changes 

  • Weekly Deadlines: To ensure we can send accurate orders to our suppliers, all subscription changes, pauses, or cancellations must be made through our site before your weekly cutoff. 
  • Late cancellations: Orders cancelled after the supplier deadline has passed cannot be refunded, as the fresh food has already been ordered specifically for you. 

4. Delivery & Unattended Orders 

  • Safe Placement: Our drivers will follow leave your order in a safe, cool spot when possible. All our fridge & freezer items are in cooler bags to maintain freshness and stay in a temperature- controlled van throughout their journey to your location. Our delivery vans are fitted with refrigeration and freezer units. Customers are encouraged to leave a cooler outside of their door in the summers, where we can place cool items for safekeeping if you are not home. 
  • Delivery Completion: Once the delivery is completed, The Honest Farmer is not responsible for theft of spoilage due to items being left out for extended periods. You will receive a delivery confirmation email. If you have signed up for SMS alerts, you will also receive a text when your order has been delivered.

5. Non-Perishable Returns 

  • Pantry Items: Unopened, non- perishable grocery items may be returned within 7 days of delivery for a full refund, provided the packaging is in original condition. 

Apartment & Multi-Unit Delivery Policy 

To ensure your regenerative groceries arrive fresh and secure, we have established specific protocols for deliveries to apartments and gated complexes. Because we manage time-sensitive delivery zones and physical shifts for our drivers, efficiency is essential to maintaining our service standards across the Lower Mainland.  

  1. Primary Access: Upon arrival, our delivery driver will attempt to reach you via the building buzzer or intercom system. 
  2. Secondary Access: If there is no answer at the buzzer, we will attempt to contact the apartment manager or building concierge to request entry. 
    1. Note: Most managers/ concierge will not allow us to deliver to your apartment and will require goods left in the lobby. 
  3. Phone Contact: If building management is unavailable, our driver will call the primary phone number listed on your file to gain access. 
  4. Neighbour Assistance: In the event we cannot reach you by phone, buzzer, or building management, our team may attempt to buzz neighbouring units to gain access into the building to deliver your order. 
  5. Final Placement & Notification: If all attempts to contact you or gain entry fail, our driver will leave your delivery bag outside the main entrance or apartment door and send a photo to your mobile device as proof of delivery. This requires you to have an accurate phone number on file. 
  6. Liability: Once the bag is left and a photo is sent, The Honest Farmer is not responsible for theft or spoilage. 

Verify your Contact Information

Verify your contact information: Inaccurate phone numbers on file are the leading cause of delivery complications and subscription errors. It is your responsibility to ensure the phone number and buzzer code in your account are 100% accurate before your weekly delivery deadline.  

If our drivers cannot reach you due to an incorrect number, we cannot guarantee the security or freshness of your perishables.