Frequently Asked Questions
Here are answers to some common questions about our service, products:
You can contact Customer Service at (816)875-5678 or info@freshconnect.com for more information.
Q. How do I use your online ordering?
A. To start ordering or building a shopping cart, you must first register or log on. Then the system will allow you to build your order.
To help minimize your confusion we have put together a tutorial to walk you through some of the basic processes.
Q. What if I don’t like a certain produce item?
A. Once you are logged on to your online account there is a link in the left menu called Preference Lists. You can click that link and choose items from the menu to tell us what you ‘Never Want’ in your pre-configured produce box. The system will never put that item in your box. You can also tell us your preferred items and we will try to accommodate that when we make automatic substitutions.
A. OR after we send the weekly reminder email, once the new produce items are listed, you can log onto your account and there is a link under your produce box in your current orders. Click that Modify Box button and it opens a window that allows you to sub out items in your box.
Q: I received an item on my never send list. Why?
A: If you ordered a budget box, no changes are allowed. The price of the budget box is set for the best value.
A: OR you selected a specific product instead of a category. Categories are your best bet. So if you don’t like bananas select bananas from the category list. If you select the product Banana, Yellow you will still receive other kinds of bananas.
Q: Where does your produce come from?
A: We source our produce from local farms whenever possible, and our meats are always local. Our customer’s support helps local farms become more stable and increase their production. In our off season we source our produce from certified organic farms. It is our goal, achievable with your success, to source our off season produce from smaller and less known organic farms. As we grow, we are able to improve the farm to table supply chain in the off season.
Q: Is all of your produce certified organic?
A: No. When we source from a local farmer it may not be certified organic. However, it will always be grown according or beyond organic standards. We visit each of our local farms personally and tell you who grew what and how to contact them in case you want to ask more questions. All of our non-local produce is Certified Organic.
Q: What kinds of local products do you offer?
A: During the local growing season we offer local produce. Year round we offer local dairy, meat, breads, and other unique grocery items.
Click here for more information about our local suppliers.
Q: Can I request an item to add that you do not currently offer?
A: We are very interested to know what products you would like to order.
Contact us about any produce or grocery items that you would like us to add to our store.
Q: How do I sign up for Fresh Connect KC?
A: You can sign-up by Registering online. Simply fill in all the fields of the sign-up form and submit.
Once you have completed your registration, you can create a standing order, and we will email you to notify you of your account activation.
Q: Can I get my order delivered to my workplace?
A: You may be able to receive your delivery at your workplace. We will do our best to accommodate any time constraints on receiving your order. Make sure you put clear directions to your office in the ‘Delivery Instructions’ during your online registration.
Q: Do I need to be home for delivery?
A: You do not need to be home when we deliver your order. Please specify where you want your box to be placed (back door, sun porch, side deck) in you Delivery Instructions during your online registration. If you live in an apartment complex, make sure you give any necessary details for our drivers to get your box to the right spot. It is better to have your order delivered to a spot that is out of sight, under cover, and not in direct sunlight. Delivery times are from 9am until 9pm.
Q: What time do you deliver?
A: Orders are delivered from 8am until 9pm, on your delivery day. Your delivery time will vary from week to week depending on customer orders and the daily delivery route. We cannot guarantee a specific delivery time, however we do our best to accommodate requests for delivery to businesses.
Q: What is the difference between my Standing Order and my Current Order?
A: Your Standing Order are the items of your choice delivered every week, every other week, or once a month. Your Standing Order may contain produce, milk, eggs, meat, breads at the frequency that you require them. This order can be modified as your needs change.
Your Current Order is your order for the next delivery week. By default, it includes your Standing Order items. You can make changes to your produce box and add groceries no later than Sunday the week of your delivery. In order to receive your Fresh Connect KC order, you must meet the minimum of $25.
Please contact Customer Service if you have any questions about your Standing Order or Current Order.
Q: I signed up. When will I be activated?
A: All customer accounts are activated within 2 business days. You will be notified of your activation via email. Please contact Customer Service at (816)875-5678 if you have not been activated 2 business days after your submitting your online registration.
Q: What are my options if I live outside of your delivery area?
A: You may be able to have your order delivered to your workplace if you work in our delivery area. We will do our best to accommodate any time constraints you may have for receiving your delivery at work. Please contact Customer Service at (816)875-5678 if you have any questions about Business Delivery. Please contact us if we don’t deliver to your area but you are interested in our service. If you can get 5 of your neighbors to sign up with you it will increase the chance that we can deliver to you. Every request is considered on a case by case basis.
Q: Will you expand your delivery area?
A: Addition of a specific neighborhood or town depends upon our current capacity and the demand for our service in that area. Tell your friends and neighbors to sign-up so that we can evaluate expansion into your hometown.
Q: Are there any sign up fees or commitments for your service?
A: Nope. All orders must meet the $25 minimum. Orders below the minimum will be charged a $5.00 delivery fee. The deadline for cancellation of orders is Sunday at midnight the week of your scheduled delivery. Try us out once, or fall in love with our service and get it every week. We give you our best and you decide if it fits your lifestyle. No commitments, no sign up fee.
Q: What if I need to take a break from the service?
A: No problem. Fresh Connect KC is a flexible service that allows you to decide when you want your orders. You can suspend any order up to 4 months in advance by scheduling vacation holds on your online account. You can also contact Customer Service at (816)875-5678 to make these arrangements. This is perfect for upcoming business travel or personal vacations.
If you are not sure how long you need to suspend your deliveries, you can temporarily inactivate your account by contacting Customer Service at (816)875-5678. This is great for customers who have an abundance of produce from their own gardens during the summer. Just contact Customer Service when you are ready to receive deliveries again.
Q: How do I cancel my order?
A: You must cancel your order by Sunday at midnight the week of your scheduled delivery. To cancel, contact Customer Service at (816)875-5678. You can also skip a delivery up to 16 weeks in advance.
Q: I missed the Friday deadline to customize my order. What can I do?
A: Contact Customer Service at (816)875-5678 or email immediately. We will do our best to get you the products you want in your order. Our items are ordered fresh every week so last minute additions may not be possible.
Q: What do I do with my box and packaging?
A: Fresh Connect KC is committed to conserving resources and reducing waste. We will pick up your box and any ice packs, bags, and brown paper bags the next time we deliver. If you forget to leave your box and bags out for pickup, don’t worry. You can set them out the next time we deliver.
Q: What do I do if I receive a poor quality product?
A: Organic food ripens on it’s own and we like it that way. We hand check all items that come through our service, and sometimes hand pick them (if our farmers need a helping hand). However, sometimes things slip by us . If this is the case please let us know as soon as possible and we will replace the item or credit your account.
Q: What do I do if my order is missing an item?
A: First check to see if your item has been replaced or substituted with a different item. Sometimes the food we think we will have available isn’t available or isn’t up to our standards. After all, availability depends on so many factors (rain, sun, heat, cold, processing, transport, etc.). Thus, we substitute that item with a different one. If this is the case, and you are unhappy with the substitution please let us know. If you are missing an item and there is no substitution please let us know and we replace it or credit your account.
Q: What do I do if I am not receiving my Fresh Connect KC emails?
A: First add info@freshconnectkc.com to your Safe Senders list to keep our emails from going into a Junk or Spam folder. If this problem persists, please contact Customer Service at (816)875-5678.
