FAQs

Customer

  • What if there is an emergency and I can’t accept my delivery?

    We appreciate that things can come up unexpectedly. If you’re stuck with an urgent situation, please contact your specific Vendor directly via the Farm2market website. Or alternatively contact Farm2market directly and we will help sort it out.

  • Can I create a Shopping list or save my favourite items?

    Yes, you can! If there are some products you want to remember for next time, or if there is something you especially love, click on the Wishlist icon within the product listing.

  • A product I want is not available

    Unfortunately, because we work with small producers and with produce that can be seasonal, we can’t guarantee that a particular product will be available all of the time. For most produce we have alternatives which are very similar and hopefully they will make a good substitute.

  • Can I edit my order?

    In most cases, if you contact the vendor before the day-of-delivery, the vendor will be able to accommodate changes to your order.

  • Do you offer wholesale prices?

    Yes, we do! To gain access to wholesale prices you will need to be a registered business within the food trade, (e.g.: Restaurant, Pub, Caterer, etc.). If you are send your business registration details through to contact@farm2market.com.au and we will give you access to our Vendor’s wholesale products.

  • Can I suggest a product?

    Absolutely, we love suggestions! Please email us at contac@farm2market.com.au . Our Vendor team will get in contact with the producer of the product to see if they want to become part of the Farm2market family.

Deliveries

  • Do you deliver to me?

    It depends on where our Vendor’s are located. Please check by searching products by your postcode. If you find there is no products available in your area, please let us know and we will do our best to get new Vendor’s on board in your area or help extend the reach of our existing Vendor’s

  • Can I purchase from vendors that don’t deliver in my area?

    This questing would be up to a specific vendor. They may be willing to deliver outside their designated delivery zone. To find out, send them a message and see what they say. Again, if you find there is no products available in your area, please let us know and we will do our best to get new Vendor’s on board in your area or help extend the reach of our existing Vendor

  • How much is the delivery fee?

    Fees are set by the Vendor based on how they are able to get their products to you. We are constantly looking for ways to reduce the delivery costs and expand our delivery network. Please send us a message and let us know if you feel the delivery costs are high in your area.

Payments, Returns & Refunds

  • Why do you charge in advance?

    We’re pioneering a new food system where Vendor’s and customers both get the very best of what’s on offer, and part of this is guaranteeing a sale for our Vendor’s. Typically, Vendor’s are asked to deliver their food without payment, and then they have to wait for weeks - sometimes months - to be paid.

    With Farm2market, your order is sent through to the Vendor and they will dispatch the order in the timeframe stated on their profile or store.

    If something goes wrong with your order or something doesn’t arrive, we will refund you straight away.

  • Why do you need some personal details for payment?

    We use an innovative payment system from our pay provider, Stripe. This is what enables us to get your payment to Vendor’s directly. It’s a new system, so we do need some information that you might not be asked for by other payment providers. These extra details mean that Stripe can help combat fraud.

  • How does the return policy work?

    If you would like to return your order, please contact your vendor at you first possible opportunity to work out a return or substitution.

    Please note: If there was nothing wrong with the condition of your order and it was delivered in the agreed timeframe, there may be costs associated with the return or late cancelation of the order. Please consult with your vendor to confirm their specific return policy.

  • There was something wrong with my order when it arrived, what do I do?

    If there is something wrong with your order, please contact your vendor at you first possible opportunity to work out a return or substitution.

  • How do I get a refund?

    Please contact your vendor at you first possible opportunity to request a refund. If your vendor is unresponsive, please contact us at Farm2market and we will help process your refund. contact@farm2market.com.au

    Please note: If there was nothing wrong with the condition of your order and it was delivered in the agreed timeframe, there may be costs associated with the late cancelation or refunds of the order. Please consult with your vendor to confirm their specific return policy. If your vendor is unresponsive, please contact us at Farm2market and we will help by assessing you request and processing a refund, where we have found a vendor has not fulfilled the requirements of the sale/order. contact@farm2market.com.au

  • What’s the process of resolving a dispute with a vendor?

    Please always contact your vendor first. If your vendor is unresponsive, please contact us at Farm2market and we will help resolve the dispute in accordance with our Purchaser Terms & Conditions contact@farm2market.com.au

My Account and Website

  • How do I reset my password?

    If you are unsure of your password, please navigate to the login screen and click ‘Forgot Your Password?’, a dialog box will pop-up, enter the email address you signed-up with and you will receive a link to reset your password.

  • There seems to be a problem with the website; How can I report it?

    Please email us the details of the problem including a screenshot and we will sort it out. Email us at contact@farm2market.com.au.

  • How do I give feedback on the website or mobile site?

    Please email us at contact@farm2market.com.au. We really appreciate your feedback on our websites. It’s a great way for us to find out about what we’re doing right, and also what we still need to work on!

Vendor

  • How do I become a Farm2market Vendor?

    If you make, grow distribute fresh and/or tasty food, we’d love to hear from you! We have a set of guidelines for all our producers which focus on sustainability, environmental farming practices, organic methods, and of course, quality and taste. To find out more about how to sell your produce with Farm2market, drop us a line at contact@farm2market.com.au

  • Do I have to use Stripe to accept transactions?

    Yes, this is the integrated transaction system we use. Stripe is an online payment gateway, which allows customers to make payments on our website. The system then is connected to your bank account with your own personal account. To create your own Stripe account, click here. To connect your Stripe account to your Farm2market vendor account, navigate to ‘My Account’ and clicking on the ‘Stripe Payment Manager’ option under ‘Manage My Store’. In this area you will be able to manage the connection to your Stripe account.

Yes! We can deliver to you.

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