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 $30 worth of product, check out, and we deliver! 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 orders: We deliver on Tuesdays (note: Tuesday deliveries are paused until Autumn), Wednesdays, Thursdays, and Fridays. As part of the check-out process, you can select the delivery day that works best for you. As long as you get your order through check out by 9am, we are happy to offer same-day delivery. Your order will arrive between 4pm and 9pm (we send you precise timing in the late afternoon).
b) Kitchener, Waterloo, Sarnia, Woodstock, St. Thomas orders: Check out our Routes page to see when we’re heading your way!
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?
Each week, once all of the orders have been placed, we create a custom route and send out an email notification that includes your estimated delivery window. We do our best each week to keep deliveries consistent. So, if your order typically arrives between 7PM and 8PM, you can expect that it will be around that time moving forward, but we cannot guarantee it. If you do need your order delivered in a specific window of time, make sure to let us know early and we will do our best to accommodate.
Because we have expanded our delivery zones from London to Sarnia, St. Thomas, Ingersoll, Woodstock, and some points in between – as well as a Saturday Kitchener-Waterloo route, it is best to check where you are on our Delivery Routes page.
3. How do I pay?
After you sign up in your My Account section or when you go to check out, you can add your payment details. Once your credit card information is on your profile, you can either checkout manually or automatically. If set up for auto-checkout, you will simply be billed after your orders process. Your credit card will be processed shortly after checking out. If checking out manually, please refer to the Shopping section under “5. How do I checkout?”
4. Is there a membership fee?
There is a one-time membership fee of $5. This charge will be applied to your first order.
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 place an order. That said, we do find that taking advantage of features like recurring standing orders or auto-checkout is the best way to ensure that your fridge is always well stocked with delicious local organic produce. It’s far easier to eat healthy when healthy food is on hand.
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, too. Every item that is certified organic is very clearly indicated. 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 summer time, 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?
Try setting up recurring orders! Once you have added your credit card information, you can add any item that is available for recurring to be added to your weekly or bi-weekly order. You do this by clicking “Auto-Add” under the item you want. You can adjust the schedule at any time. Anything that you have on a recurring schedule will be automatically added to your cart on Friday around 5:30 PM. You can continue adding other items to your cart between then and your order deadline (9 AM for same-day delivery, 9AM on Thursday for Kitchener/Waterloo delivery).
5. How do I checkout?
Our checkout process is 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 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 $30 in products must be in your cart to successfully checkout.
7. Can I shop throughout the week?
Absolutely, so long as you are logged into your account, you can add items to your cart all week long. 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, be sure 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.
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 address and we'll let you know.
2. What time will my delivery come?
When your delivery arrives will depend on which route your address fall into. If you live within London, we offer same day delivery on Tuesdays (note: Tuesday deliveries are paused until Autumn), Wednesdays, Thursdays and Fridays (so long as your order is placed before 9am). Your delivery will arrive between 4-9pm, and you will receive an emailed ETA once our routes have been planned out.
If you live outside of London, we generally deliver to:
- Parts of Kitchener and Waterloo Core (Check Your Postal Code at Sign Up) on Saturdays from 10am-5pm
- Dorchester, Ingersoll, Woodstock and points in between on Wednesdays between 3-9pm
- Ilderton, Lucan, Parkhill, Sarnia, Strathroy, Kilworth and points in between on Fridays from 12-8pm
- Lynhurst, Talbotville, St. Thomas, and points in between on Fridays from 3-9pm
While our routes may change from week to week depending on who orders, we will try our best to ensure your order will arrive at roughly the same time each week, but we can’t guarantee it. As the weather gets hot in the summer, we do shift deliveries a little later if we can to keep your precious cargo safe and cool for as long as possible.
If you need your delivery for a certain time, let us know and we will see what we can do for you, but 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 (note: Tuesday deliveries are paused until Autumn), 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. That said, customers close enough to drive into London, we do offer a pickup option if you absolutely need your order on a different day. See next question for details. Pickup locations include The Market at The Western Fair, The London Brewing Co-Op and The Root Cellar.
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 Pause at the Market (our organic juice bar on the second floor of The Market at the Western Fair) on Saturdays between 8-3pm, London Brewing, and The Root Cellar. You will be able to choose your pickup location during the signup process.
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. If you have ordered any items that need to be refrigerated or frozen (dairy or meat) and you won’t be home to receive your order, we ask that you leave out a small cooler with some ice packs in it to keep those items safe until you get home.
6. Is delivery free?
Do you live inside of London? Then, yes. For folks outside the city, there is a very modest $4 delivery charge to offset the additional time it takes to make those deliveries.
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. Other customers provide a key to the main lobby door that we bring on deliveries to enable us to leave the delivery at the 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?
Of course. If you have setup a regular recurring order you can set the schedule to whatever you like. Simply go to "My Account" and click on “Recurring Orders”. You can then uncheck the “Active” check box beside any date that you don’t want to receive an order.
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 booth at The Market at the Western Fair District on Saturdays between 8-3pm. Just send us an email to let us know.
10. I'm not happy with something in my delivery. What do you 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 using auto-checkout or have signed up for a recurring order please make sure that your default address is accurate.
2. I no longer want to receive deliveries. What do I do?
We're sorry to see you go. You should disable auto-checkout and remove your recurring orders. Also, you can send us an email to let us know, but as a small business that values feedback, we ask you include the reason, so we can help improve the program.
3. How do I update my credit card information?
Click on "My Account" and then click on "Credit Card Profiles" 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).