Subject to stock availability. We try to maintain accurate stock counts on the Site but from time to time, there may be a stock discrepancy and, we may not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund or a credit to your account.
1. Shipping Costs
For subscription baskets, we do not charge a separate transport/ shipping cost. For add-on products ordered by customers with an active subscription, we do not charge a separate transportation cost.
For add-on orders for customers without an active subscription (either inactive subscribers or non-subscribers) we will charge a delivery fee based on the charges levied by the available logistics service providers.
2. Deliveries General
For subscriptions, we will do 1 weekly delivery, unless your basket is on pause. Your delivery date is determined by Spudnik Farms based on your location and allocated vehicles for that delivery route. Since subscription baskets are based on the availability of produce harvested on the delivery day, customers will not know the contents of the basket till it is dispatched from our warehouse. However, customers will be informed of the contents of their basket by the customer support team via message/ email, once the items are dispatched from the warehouse.
For add-on orders for customers with an active subscription, add-on products will be delivered along with the next subscription basket, provided the order is placed at least forty-eight (48) hours prior to the scheduled delivery date. If the add-on order is placed less than forty-eight (48) hours prior to the scheduled delivery date, we cannot guarantee that the add-on will be delivered along with the immediately scheduled subscription basket, and may be delivered on the next scheduled date.
For add-on orders without an active subscription, the items will be delivered through third-party logistics providers within forty-eight (48) to seventy-two (72) hours of placing the order and making payment.
3. Packing centre working hours
Our packing centre operates Monday - Saturday during standard business hours, except on national holidays at which time the warehouse will be closed, and certain other festivals which will be notified in advance. In these instances, we take steps to ensure that shipment delays are kept to a minimum.
4. Dispatch Time
For regular subscription baskets, the basket will be delivered once a week. The day of delivery will depend on our delivery routes and where your delivery address is located. Once subscription baskets are dispatched from the packing centre, you will receive an update on WhatsApp/[email] along with a tentative time of delivery.
For add-on items that are ordered when you have an active subscription, so long as the order is placed at least forty-eight (48) hours prior to your scheduled delivery date, the add-on orders will be delivered along with your subscription basket. If the add-on order is placed less than forty-eight (48) hours prior to the scheduled delivery date, we cannot guarantee that the add-on will be delivered along with the immediately scheduled subscription basket, and may be delivered on the next scheduled date.
For add-on orders without an active subscription, the items will be delivered through third-party logistics providers within forty-eight (48) to seventy-two (72) hours of placing the order and making payment.
5. Change Of Delivery Address
In case of a change of delivery address, we can deliver to a new address only if it is in areas which are serviceable by us. In case of any confusion, please call our customer support. Please notify us at least seven (7) days in advance of any address change.
6. Tracking Notifications
Upon dispatch, we send notifications to customers through WhatsApp/ text messages. Customers can reach out to our customer service team on WhatsApp.
7. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the delivery team and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service and they will assist you with next steps. See replacement and refund.
8. Quantities
Quantities mentioned in descriptions of items on the website are indicative and not final. Please note that fresh produce, especially organic, heirloom produce is not standardised and consequently may vary in size, shape and appearance. Our endeavour is always to provide customers with amounts of produce in excess of what is committed in the descriptions on our website but in the event of any shortfall, please take a photograph of the produce and contact customer service and we will be happy to “replace” the produce during the next scheduled delivery.
9. Customisation requests
We can customise your baskets only to exclude vegetables that you do not eat. We use your preferences (from the preference table) to create a production plan for our farmers and deliver based on what is available for harvest. Therefore, you cannot pick and choose vegetables on a weekly basis.
10. Cancellations
Please note that we do not entertain cancellation requests while the subscription is ongoing. You are able to pause future deliveries (see Pausing & postponing delivery) if you are not available to receive deliveries. We also allow gifting of remaining deliveries in an active subscription to a friend, so long as the delivery location is within our serviceable area. Please contact customer service for further details.
11. Pausing & postponing delivery
If you are out of town for any period, please choose the option to pause deliveries in the Accounts->Order History section on the Site. If we are unable to deliver after multiple attempts to reach you, we may set this option ON automatically to avoid the wastage of produce. Please unpause your deliveries at least 48 hours before the date on which you wish your deliveries to resume.
We will do 1 weekly delivery unless your basket is on pause. Please note that delivery stoppage due to pause requests will be entertained only if such a request is placed by the customer 48 hours before the scheduled delivery time. We do not charge extra fees for delivery.