FAQs

DirectFood.store has taken COVID -19 safety measures per the guidelines of CDC and health experts. We are committed to the safety and well being of our customers, vendors, and our staff as we navigate through the COVID-19.

Here are a few measures that we have taken to continue to help Canadians get fresh, local, and healthy groceries from farmers in their local communities:

  • Contactless delivery
  • Frequent cleaning/disinfecting of surfaces and boxes
  • All staff required to inform management of any illness and stay home if not feeling well
  • Masks are mandatory for all our staff and delivery drivers when meeting anyone
  • Practice social distancing when picking up/delivering food

Frequently Asked Questions

Buyers

A minimum order of $45, excluding membership(s) and donations, is needed to proceed to checkout. 

Go to the Sign-Up page, enter all your information. Make sure to choose Buyer. Once you click the Sign-Up button, your account will be created.

Order from as many farms/vendors as you wish. Your order will be delivered together on the next delivery date.

Add the items you wish to purchase to your shopping cart. You can click on Read More to adjust quantities or 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.

Changes in your delivery date are only available until your order has been fulfilled by the merchant. If you are looking to change your delivery date or address please e-mail us 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 a 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, Chilliwack, Coquitlam, Delta, Fort Langley, Langley, Maple Ridge, Mission, New Westminster, Pitt Meadows, Port Coquitlam, Port Moody, Richmond, Surrey, Vancouver and White Rock. 

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

The delivery schedule is subject to change due to holidays, weather and other unforeseen issues. We do our best to provide advanced notice, but this is not always possible. In the event of inclement weather or unforeseen circumstances, a member of our team will be in contact to reschedule your delivery. 

By default, orders placed by 12:00 PM will be delivered on the next delivery day of Tuesday, Thursday or Saturday. However, at checkout, you are able to schedule for the second available delivery day.  

 
The day before your scheduled delivery, you will receive an e-mail with an estimated delivery time. If you have not received an estimated window by 5:00 PM, please e-mail us at [email protected] for assistance.

Farmers

Go to the Sign-Up page, enter the following: email, country, type (make sure to choose Farm/Vendor). Fill out the Sign-Up form in complete detail, 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. Next, select a membership (there is no fee for a membership; click Add to Cart), click Next then Place Order. Once you click Next, it will redirect you to Manage Your Business. This section is your profile, where you can add your logo and payment information. Also, manage your staff, subscriptions (your membership), transactions, orders/reports, products & services.

Complete this section to create your Business on our platform!

Go to Manage Business page, click on Products & Services, and then Add A Product. Enter in the details. Be sure to select the correct category, price, inventory counts and indicate if the item requires refrigeration. 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 has gone through approval.

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 the next delivery day, 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, which will prompt you to add your products.

You will receive notifications from [email protected] when a customer places their order. This email identifies the customer, quantity and pick-up date for delivery. Presently, our delivery days are Tuesdays, Thursdays and Saturdays, from 8:30 AM to 6:00 PM. Our drivers are equipped with cooler bags that can handle packages as large as 11” X 5” X 13”. 

We will be adding more delivery days 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. Leaving the Inventory Quantity blank will indicate unlimited quantities. You can also disable it by scrolling down to the SetAside option and select Disable. This option will remove the product off the site but keep the product listing in your store.

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 Delete. This option will permanently remove the item.

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 a 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, Chilliwack, Coquitlam, Delta, Fort Langley, Langley, Maple Ridge, Mission, New Westminster, Pitt Meadows, Port Coquitlam, Port Moody, Richmond, Surrey, Vancouver and White Rock.

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