How It Works
** Please note that due to the COVID-19 crisis, we have made several changes to our program to ensure we can continue to service our customers. You are able to see an in-depth list of changes for Cleaning Protocols here and changes to Delivery and Ordering here.**
Step 1 - Sign up for an account.
Step 2 - Fill your cart up with a minimum of $35 worth of product, check out, and select either delivery or pickup! No subscription, no commitment to reorder, and we proudly offer a satisfaction guarantee. Our online shop is updated on Friday afternoons, but you can place your order whenever is most convenient for you.
a) London-area deliveries: We deliver to all of London, Komoka and Kilworth Tuesday through Friday. Simply select the delivery day that works best for you! As long as you complete your order by 9am, we are happy to offer same-day delivery. On the day of, you will receive an email with an estimated delivery time, along with any updates regarding your delivery.
b) Kitchener, Waterloo, Cambridge, Sarnia, Grand Bend, Woodstock, St. Thomas, and Belmont area deliveries: Check out our Routes page to see when we’re heading your way!
c) Pickup Program: If you would prefer to pick up your order, we are now offering expanded pickup/curbside time slots from 11-6pm, Tuesday to Friday - and we only need 1 hour to get your order together! Select pickup rather than delivery when placing your order, and choose the time slot that works best for you. Our pickup locations is the London Brewing Taproom, 521 Burbrook Place, London, ON N5W4B5. For curbside delivery or if London Brewing is closed, just give us a call at (519) 266-2667 and we’ll bring your order out to your vehicle!
**Please note that for the pickup program, we’ll only be accepting credit card payment through the website ahead of time - no cash payment for now.
Please select from one of our most popular FAQ sections to help answer any questions you may have:
1. How do I sign up?
It's as easy as creating an account, logging in, and placing your first order. Just visit www.onthemoveorganics.ca/user/register to get started.
2. When do I get my order?
Whenever it is most convenient for you! If you are located in London, Komoka or Kilworth, you can select Tuesday through Friday for delivery. For all other delivery zones, please check our Delivery Routes page to see when we are in your area. On the day you selected, you will receive an email with an estimated delivery time. Should you need your order delivered in a specific window of time, please leave us a note in your order comments and we will do our best to accommodate your request. Because we plot our routes to be as environmentally and fuel efficient as possible, we regret that we cannot guarantee that we can fulfill this request, but we will always try our best!
3. How do I pay?
While we still accept payments of cash or cheque on delivery, we appreciate it if you are able to pay via credit card through our website. You can add your payment information to your account after signing up, and your credit card will be processed shortly after checking out.
4. Is there a membership fee?
No membership fee! Simply start shopping!
5. Do I have to make a commitment to a regular order?
Not at all. You can order as frequently or as infrequently as you like. We won't deliver unless you complete an order.
6. Can I send a gift delivery to someone?
What a great idea! You sure can, just use the lucky someone's address as the shipping address. We also have gift cards available if you would rather have those sent to your lucky someone.
1. Is everything you sell Certified Organic?
You can rest assured that all of our produce is certified organic. The vast majority of our grocery items are certified organic as well. In some situations, where an organic product cannot be sourced, we will offer a non-certified product in its place (usually this item is either certified GMO-free, or from a farm in-transition to organic certification). In other situations, we will carry a non-certified local grocery product, when we can vouch for its quality and health. If any product is not certified organic, it will be clearly marked.
2. Where does your food come from?
On the produce side of things, we go above and beyond to ensure that our offering is as local as possible. To us, local means that the fruits and veggies come first from Southwestern Ontario farmers who we know by name and have a relationship with. In the summertime, our produce offering is over 80% local (that percentage takes into account items like bananas and avocados that we carry due to popular demand, but can’t get locally). We will always prioritize a local organic product over an imported one. We also always indicate where the fruit or vegetable came from with as much detail as we can (Farmer, Town, Province/State, Country).
3. Why don't you have more local fruit?
Quite simply, there aren't very many local organic fruit producers. That doesn't mean that we can never have local fruit. For example, in the summertime, we have excellent local organic melons! For a brief period in July there are excellent local organic blueberries, and then again in August and September we have fantastic organic peaches, nectarines and coronation grapes from Niagara. In early fall, organic apples from the Collingwood area arrive. We’ve gone so far as to buy fruit trees in partnership with farmers to increase our fruit offering, but efforts like that take time to, well, bear fruit so to speak.
1. I've already checked out my order but I forgot to order something. What can I do?
Not a problem. Send us an email or give us a call and we'll do our best to get the item added to your order if we can.
2. It's past the order deadline, but I forgot to order something. What can I do?
Give us a call or send us an email. If we can make it happen, we will.
3. How does the "Favourites" section work?
We carry a lot of products and are adding more all the time. The favourites section makes it easier for you to find and order those items that you shop for regularly. Clicking on the little yellow star beside any product will add it to your favourites section. Clicking on favourites will show you everything that you have added to that section.
4. Can I set up a regular standing order?
Definitely! Try setting up a recurring order.You do this by clicking “Auto-Add” under the item you want to order on a regular basis. You can select this to be automatically added to your cart weekly or biweekly, and you can adjust the schedule at any time. Anything that you have on a recurring schedule will be automatically added to your cart. Please note that this feature does not automatically check out your order. You will still need to complete your purchase, but it automatically adds these items to your cart on Fridays around 5:30 PM, saving you time while shopping on our website.
5. How do I checkout?
Our checkout process is a 3 step process: First click on “Checkout”. On the next screen, double check that your order is accurate, your billing and shipping information is correct, enter in any discount codes or special instructions in the order comments section, and then click on “Review Order” at the bottom right of the page. On the next screen, double check to make sure everything is as it should be and scroll down and click on “Submit Order”. You will then go to an order confirmation page and receive a confirmation email to the address that is associated with your account.
6. Is there a minimum order?
Yes. A minimum of $35 in products must be in your cart to successfully checkout.
7. Can I shop throughout the week?
For sure! You can even shop from different devices at the same time, so long as you are logged in. Almost out of butter? Add it to the cart. Remember that you need vanilla extract for a special recipe next week? Add it to the cart. If you have signed up for a recurring order, anything you add to your cart during the week will be added to whatever you have scheduled on your recurring order for that week. We do update the website every Friday by 4:30 PM to reflect what’s local, fresh, and available for that week. We change the contents of the standard boxes at that time too, so you may want to double check your order after that to make sure it’s accurate.
8. I don't like a particular item. Can I substitute for something else in my Standard Box?
Absolutely! You can check out how to do it here: https://onthemoveorganics.ca/news/how-use-new-box-customization-feature. If you have any further questions, please feel free to reach out to us.
9. I can’t find a product that I usually purchase on the website?
Let us know. We’re always adding new products to our offering and we love nothing more than to be given suggestions by our supporters. Send us an email about what you’re looking for and we’ll do our best to get it in for you.
10. How do the jar deposits work?
We are happy to offer milk, dairy, and a lot of grocery items in zero waste jars, which can be returned to us with your following orders.To collect the deposit paid on these items, simply search “return” and add however many jars you will be sending back to us to your cart. The deposits will be deducted from your bill total.
**Please note: Not all glass jars are reusable to us. Please only send back jars for which you were charged a deposit (no jam, salsa or pickle jars).
1. Do you deliver to where I live?
Check out the Routes Page and see where our delivery routes are. Still not sure? Send us an email with your postal code and we'll let you know.
2. What time will my delivery come?
Typically, between 3-9 pm within London, and 1-9 pm for deliveries outside of London. On the day of your delivery, you will receive an email with an approximate time to expect your order, as well as any updates to your ETA.
If you need your delivery for a certain time, send us an email or leave a note in your order comments and we will see what we can do for you. We ask that you please let us know before 9 AM because that is when route planning starts.
3. Can I get my delivery on a different day?
If you live within London, you can choose to have your order delivered Tuesday, Wednesday, Thursday or Friday. If you live in one of our other delivery zones, we unfortunately can't plan a different delivery day. We plan very efficient routes in order to keep our carbon emissions as low as possible (think public transit for veggies vs. taxis driving all over the place). Remember, you don’t need to be home at the time that we deliver unless you are paying by cash or cheque on delivery. That said, if you are close enough to drive into London, we do offer a pickup option if you need your order on a different day. Our pickup location is at the London Brewing Co-Op at 521 Burbrook Place in the Old East Village.
4. I'm outside of your delivery area. Can I pick up my order somewhere?
Yes, you can. Currently, you can pick your order from London Brewing, located at 521 Burbrook Place.
5. I won’t be home when you deliver, what do I do?
That's not a problem. In fact, most folks tend not be home when we deliver! Your box is kept nice and chilly right up until its arrival. Sealed up tight and in a shady location, the contents will stay cool for a few hours. In the winter, on all but the most frigid of evenings, the contents will stay frost free for a few hours. Any items that need to be refrigerated or frozen (dairy or meat) are sent in insulated bags with ice packs to help keep them cool.
6. Is delivery free?
If you are within London, we charge a $4 delivery fee on all orders under $65, and are happy to offer free delivery on all orders over $65. For folks outside the city, there is a $8 delivery charge to offset the additional time it takes to make those deliveries, but it is only $4 for deliveries over $65.
7. I live in an apartment/condominium, can you still deliver?
Absolutely! There are lots of ways to make apartment deliveries work. Most commonly, we phone about 5 min in advance of your delivery and meet you in the lobby on arrival. Or, we can buzz on arrival and be let in to leave the delivery at your apartment door. Some customers feel comfortable leaving their bin in the lobby area. Other customers arrange with their building manager for us to have access to the building. Just let us know which option works for you in the order comments section or by sending us an email.
8. I’m going away on vacation, can I put my delivery on hold?
Your orders will only be delivered to you if you have completed the checkout process, so no worries if you’re taking a break from ordering. If you have recurring orders set up, this just means that those regular items will be added to your cart, so make sure to double check your quantities before confirming your first order back. Or you can uncheck the “Active” check box beside your recurring items so they will not be added to your cart in your absence.
9. I forgot to put my bin out. What do I do?
Don't worry about it! We know life gets busy and things get forgotten. If you were planning on ordering again in the next couple of weeks just leave out two bins on your next order. If it’s going to be longer than that, we’d greatly appreciate it if you were able to drop off the bin at our warehouse at 521 Burbrook Place Monday to Friday, 8 am- 5 pm, or we can schedule a bin pickup as part of the delivery routes. Just send us an email to let us know.
10. I'm not happy with something in my delivery. What do you I do?
Some weeks we have more orders to pack than the number of bins that were returned to us. When this is the case, we use cardboard boxes as well, or if you’ve placed a bigger order, some of it might come in cardboard boxes as well.
11. Do you reuse the cardboard boxes as well?
Unfortunately, we’re not able to reuse them at this point due to our Covid-19 sanitation protocols. Please feel free to recycle or reuse them as you see fit.
12. I'm not happy with something in my delivery. What do I do?
Oh no. That's not what we like to hear. Please send us an email right away and we’ll make it right.
1. I'm moving (or I have moved). How do I change my address?
After logging in, click on the Menu (top right hand side) and click on "My Account", then click on "Addresses". You can edit your default address here, or even add a new address. If you are moving into a different delivery zone (i.e. moving from London to St. Thomas), then please send us a message so we can make sure your account is set up correctly on our end.
2. I no longer want to receive deliveries. What do I do?
We're so sorry to see you go. We would appreciate receiving an email to let us know, and as a small business that values feedback, we would appreciate it if you include the reason, so we can help improve the program. We also ask that you deactivate any recurring orders to help keep our stock numbers accurate.
3. How do I update my credit card information?
Click on the Menu icon in the top right corner of the home screen and select “My Account” followed by "Credit Card Profiles." Here you can update your billing information and your credit card information. Be aware that if you’re updating your credit card information, after clicking on “update,” the page will revert to showing you just your name without a card number and an expiry date of January 2016. This is because we don’t actually store any of your information on our site, but rather on the site of our payment processor (Beanstream).
When do I get my order?
You can get your pickup order in as little as 1 hour. We offer pickup/curbside from 12pm-6pm, Tuesday to Friday at the London Brewing Taproom, 521 Burbrook Place, London, ON N5W4B5. Call (519) 266-2667 for curbside pickup (we’ll bring your order to your car) or if London Brewing is closed.
How does pickup/curbside work?
Fill up your cart with everything you need, head to the checkout and select pickup. You’ll then see the available time slots for your order. Pickups are available 11am-6pm, Tuesday to Friday. Once your order is placed you’ll receive a confirmation email with your invoice and date/time of grocery curbside/pickup.
When it is time for your pickup, come to the London Brewing Taproom, 521 Burbrook Place, London, ON N5W4B5. For curbside delivery or if London Brewing is closed, just give us a call at (519) 266-2667 and we’ll bring your order out to your vehicle. Parking lots are on Burbrook, just before Princess Ave.
How much does it cost to do a pickup?
Nothing! There is no fee for pickups/curbside.
What if I can’t make my timeslot?
You can still come pickup your order the same day, 6:30pm at the latest. Give us a call at (519) 266-2667 or send an email to firstname.lastname@example.org if you know you can’t make it in time and we’ll figure out the next day/time that works for you.