FAQs

Frequently Asked Questions

Buyers

Go to the Sign-Up page, enter all your information. Make sure to choose whether you are a buyer, farm or restaurant. Once you click the Sign-Up button, your account will be created.

Order from as many farms as you wish. Your order will be delivered together.

Add the items you wish to purchase to your shopping cart, then you may wish to change the quantities of each item on the checkout page. Quantities cannot be changed once the order has been placed.

Cancellations are only available until your order has been fulfilled by the merchant. If you are looking to cancel an order, please email us at [email protected] and we will cancel the order if it has not yet been fulfilled.

If we are able to cancel your order, your credit/debit card will be refunded for the full purchase amount.

At DirectFood.store, our team is actively monitoring the quality of products listed and the pricing set by the suppliers. If you have any concerns about any products listed on DirectFood.store, or any content on the marketplace, please email your concerns to [email protected] and our team will investigate. Screenshots of the product in question are helpful to our team.

Sorry, not at this time, but we are working on this feature and it will be available in the near future.

Sorry, not at this time, but we are working on this feature and it will be available in the near future.

If at any time and for any reason you are not happy with an order or the delivery of an order, please email us at [email protected] and team member will be in contact by the next business day.

Your receipts can be found under the Manage Account page. On the menu you can find your transactions, but also your subscriptions, household details and profile including payment method.

If you won’t be home for your delivery, and are able to, we suggest that you put out a cooler with ice for our drivers to place your order in.

We are always interested in working with new farms. Send us an email at [email protected], and we will reach out to the farm as soon as we can.

We cover the following cities and anything in between Abbotsford, Aldergrove, Burnaby, Coquitlam, Chilliwack, Delta, Fort Langley, Langley, Maple Ridge, Mission, Pitt Meadows, Surrey, White Rock, Port Coquitlam, Port Moody, Richmond, New Westminster and Vancouver. 

Any issues that arise should be directed via [email protected].

Farmers

Go to the Sign-Up page, enter your information. Make sure to choose whether you are a buyer, farm or restaurant, then enter your business name and select a business type (pick what you deal with most). Once you click the Sign-Up button, your account will be created. You will need to add your number of staff, then click Confirm. Next, select a membership (there is no cost for a membership; click Add to Cart), enter your billing details and purchase the free membership. When you hit Next, you will be sent to Manage Your Business. This section is your profile, where you can add your logo and payment information. This is also the page where you can manage your staff, subscriptions (your membership), transactions, reports, products & services.

Go to Manage Business page, click on Products & Services, and then add a product and enter in the details. Be sure to select the correct category, a product image, inventory counts and indicate if the item is refrigerated.  When you click Save, your product will show up under List All Products. Any added products will be reviewed prior to being approved into the Marketplace. If your merchant account is pending approval, they will be added once it is approved.

Bambora is an online payment platform that allows customers to quickly and efficiently process secure transactions. Receipts are emailed, and orders make their way out to customers, it's as simple as that!

From the Manage Business page, click on Products & Services select Payment Processing. Go through the steps outlined on that page carefully considering all points and organizing your information in advance, when you are ready to fill out the forms, click Apply Now. When you're all done click, I'm Finished, and you will be able to add a product.

You will receive notifications from [email protected] when a customer places their order. This email identifies the customer, quantity and pick-up time for delivery. Our delivery drivers work on Wednesday and Saturday, from 9 AM to 5 PM. When a customer order contains a product that requires refrigeration, we dispatch a special team of drivers to pick up that customer's entire order. These drivers are equipped with cooler bags that can handle packages as large as 11” X 5” X 13”. These drivers are presently dispatched on Wednesday and Saturday.

We will be adding more delivery days for the refrigeration drivers as volumes increase and will inform you when that happens. The packaging of the sold product is the responsibility of the supplier. You need to ensure that your product is in an enclosed container with clear labelling indicating which supplier it came from and who the delivery is for with the full address and phone number. Additionally, each individual package should not exceed 10 KG.

Once you're set up with Bambora, they will complete all the transactions. Payments should go directly to your merchant account and from there, be transferred to your bank account on the third business day. If you have any questions, you can reach out to Bambora directly or visit the Manage Business page > Payment Processing for more details.

Under Manage Business page, go to Orders & Reports. Reports show your products, how well your products are doing (how much product has been sold), if you have any active subscriptions, if someone has added or removed a product, and the date/time range. Use data in reports to analyze how much product you need to keep on the Marketplace to maintain sales for subscriptions to any particular product.

Under Manage Business page, go to Products & Services, go to List All Products, then click on the product you want to edit. Scroll down to Inventory Quantity and set to zero. This will show the product as out of stock on our site.

Please note that once your product has been purchased, the inventory amount should adjust automatically.

Under Manage Business page, go to Products & Services, go to List All Products, then click on the product you want to edit. Scroll down to the Set Aside option and select disable. The product will no longer be shown on our site.

On the product description, there is a checkbox for refrigerated products. Please make sure this is checked if your product requires refrigeration. We have specific delivery drivers that handle refrigeration. These drivers are equipped with cooler bags that can fit packages up to 11” X 5” X 13”.

We cover the following cities and anything in between Abbotsford, Aldergrove, Burnaby, Chilliwack, Coquitlam, Delta, Fort Langley, Langley, Maple Ridge, Mission, Pitt Meadows, Surrey, White Rock, Port Coquitlam, Port Moody, Richmond, New Westminster and Vancouver. 

Any issues that arise should be directed via [email protected].

Restaurants

All orders come directly from local farms from Chilliwack to Vancouver and are packed and delivered the same day.

If you have any recommendations or ideas for our platform, please feel free to reach out to us anytime via email at [email protected].

If at any time and for any reason you are not happy with an order or the delivery of an order, please email us at [email protected] and team member will be in contact by the next business day.

We are always interested in working with new farms. Send us an email at [email protected], and we will reach out to the farm as soon as we can.

Sorry, not at this time, but we are working on this feature and it will be available in the near future

We cover the following cities and anything in between Abbotsford, Aldergrove, Burnaby, Chilliwack, Coquitlam, Delta, Fort Langley, Langley, Maple Ridge, Mission, Pitt Meadows, Surrey, White Rock, Port Coquitlam, Port Moody, Richmond, New Westminster and Vancouver.

Any issues that arise should be directed via [email protected]