Frequently Asked Questions
We've tried to answer some of the questions you might have about ordering from Ottawa Organics and Natural Foods. If you have a question that isn't answered, let us know!
How do I order?
Our website lists everything we currently offer. You can use our website to order or give us a call and we'll take your order personally.
How do I pay?
We currently accept cash/cheque on delivery or prepay with your MasterCard or VISA. We require a credit card on file as a security deposit for the container that your order is delivered in. Please do not give us your credit card information by email or on our website. You can provide this information by phone, fax or we will ask for it when we confirm your order.
If you would like to pay by credit card, visit our "How to pay with your credit card" page.
Do I have to order every week?
You can order as frequently as you want. You can visit our website every week and place your order, or you can place a standing order. We encourage standing orders for our fruit and vegetable box and offer a discount when you sign up for weekly delivery.
Is there an order deadline?
For delivery this week, we need to receive your order by Tuesday at 6pm. Occasionally the order deadline will change due to holidays. See our holiday schedule for more information.
Is there a minimum order?
We have a minimum order of $35.00. You are welcome to order whatever you need and are not required to order a fruit and vegetable box.
Where and when do you delivery?
See "Do we deliver to your neighbourhood?" for our current delivery zones and delivery day.
We deliver on Wednesday, Thursday, and Friday between Noon-9:00pm.
If you live in Centretown, you can choose afternoon or evening delivery. If you have a preference, please mention it in the comments box during checkout.
Do you charge for delivery?
No, we provide free delivery to all of the areas we deliver to.
Do I have to be home to accept delivery?
Nope. We will deliver your order in a sturdy Rubbermaid box with a secure lid. Just tell us a safe and shady spot to leave your order. To maintain freshness, we recommend leaving a cooler out with a few ice packs for us to transfer perishables like lettuce, milk, etc.
I live in an apartment - can you deliver to it?
Usually. We recommend that you be at home to receive delivery. If not, try to arrange for someone in your building to accept delivery for you like a neighbour or building office staff.
I want to receive my delivery at work - can you do that?
Yes. We will deliver to your office.
Can I pickup my order?
Yes. You can visit our warehouse and pick up your order. See our Pick-Up Info page for more details.
Can I customize my fruit and vegetable box?
We encourage you to share your preferences with us. After you log-in, choose "my preferences" and let us know what you never want to receive, what you sometimes want to receive, and what you often want to receive. If our weekly box includes something you never want, we will substitute it with something else or an extra quantity of a fruit or vegetable.
Can I make substitutions?
Substitution options are limited. You can customize "your preferences" so you never receive anything you don't like. As we grow, we'll offer more options that let you choose substitutes. If you have special requests, tell us when you order and we'll try our best to accomodate them.
What if I need extra fruits or vegetables?
If you need to order extra fruits or vegetables for a party or you just want to stock up - let us know. We'll try our best to deliver what you need.
Is everything you sell organic?
Our produce is always certified organic. Just about everything else is made with certified organic ingredients. Some of products we offer contain non-organic ingredients. The product description will always clearly indicate if there are non-organic ingredients.
Do you carry local food?
We try very hard to procure everything as locally or regionally as possible. During the growing season, we work with local, certified organic farmers and include as much as we can in our fruit and vegetable box. All year around, we offer locally made bread from Ottawa bakers like Bread and Sons, and Art-Is-In. We also carry Equator coffee, roasted down the road in Almonte, Ontario and stone milled flour from Mountain Path in Mountain Ontario.
Is your food fresh?
Your order is usually delivered within a day or two of arriving in our warehouse from our suppliers. During the growing season, some of our produce is picked the day of your delivery! All of our bread is baked the same day as your delivery. Our coffee from Equator is roasted locally, usually the same week.
Do you offer a satisfaction guarantee?
Yes. We offer a 100% satisfaction guarantee. If you aren't happy with the quality of anything in your delivery, send us an email or give us a call and tell us what went wrong and we'll refund your money.
How do I protect my basket from freezing in the winter?
If you're not at home to receive your delivery,we recommend taking some extra steps to protect your basket:
- Leave a cooler out, we'll transfer the contents into it. This will keep keep your basket from freezing for a while. 39L coolers are usually a good fit for a small to medium basket.
- Leave a pillow or blanket in your empty tote, and we'll use it to insulate the basket we deliver.
- If you have a mudroom or garage, leave it unlocked and we'll tuck inside away from the elements.
- Arrange for a neighbour to receive your delivery.
- Drop by our warehouse
What is the basket delivered in?
The basket is delivered in one of our rugged plastic totes or we will transfer your basket into your cooler. There is $10.00 deposit for the tote that is refundable if you decide to cancel your delivery. To receive a refund of your deposit, just return your tote with your last delivery. We do not pick up empty totes without a delivery. You can also return empty totes at our warehouse for a refund.