Frequently Asked Questions
How to order?
Ordering is so easy! We have created a detailed description under the 'how it works' page
When do we need to order by?
Orders must be placed by Sunday 5pm or Wednesday 5pm. None of the produce is stored, its all freshly collected on Monday and Thursday morning from the market and farms, brought to our warehouse and packed straight into your orders.
When do you deliver?
If you have placed your order by Sunday 5pm you will receive your box of goodness between 1-8pm on a Monday, unless it's a public holiday. If your order is placed after the cut of time it will be delivered the following week. If you have placed your order by Wednesday 5pm you will receive your box of goodness between 1-8pm on a Thursday unless it's a public holiday.
Do you recycle boxes?
Yes!! We can only recycle our brown boxes with our logo on it. Please don't send any other boxes. When possible our drivers will collect them from your house. Please leave them in good condition at your front door.
I’m not going to be home for hours and it's hot, can I get an icepack?
Yes, you can purchase an ice pack for $5 from our store. These are re-useable and can be left out for our delivery man unfrozen to be re-used in your next order. They will have your name labeled on them also. Please let us know in the notes section if you need an insulated box.
Why are certain things not available at the moment?
The Certified Organics industry is quite new but is growing at a rapid speed. We can only sell seasonal produce as that is what’s available to us. Some methods like glasshouses are used to grow something ‘out of season’ but generally we eat as mother nature intended. Occasionally we have to knock back produce if the quality isn't up to scratch too.
Can I pick up my order?
Yes, we have a Epping EarthyMamma warehouse, MEADOW HEIGHTS, Dandenong, Roxburgh Park, Greenvale and an ALTONA NORTH pickup location. Please select it at the checkout and you will receive an email with further details. Unfortunately, we have a limited amount of space so the option will be switched off once at capacity. It is your responsibility to collect your box in a timely fashion, especially as the weather warms up the produce will not remain fresh if left until the next day. We take ZERO responsibility if your produce is stolen, damaged or not in good condition if your box is not collected on Monday evening.
What is the address of the pickup points?
EarthyMamma warehouse - 77 Ricky way Epping Meadow Heights - 1393 Pascoe Vale rd Meadow Heights Dandenong - 41 Exner drive Dandenong North Altona- 1/13 Beuron rd Altona North Roxburgh Park- 8 Petre Court Roxburgh Park
How does warehouse pickup work?
We do offer warehouse pickup between 11.30-4 pm. Our address is 1/160 jersey drive Epping. You will receive an email when your order is ready for collection. If your order is not collected by 4pm, it will be left outside our warehouse for collection and is subject to the weather and theft.
How does host pickup points work?
Place your order, at the shipping options select the pickup point you'd like. On Monday you will receive an SMS from 'Trista transport' stating that your box is ready for collection. You have 24 hrs to collect your order.
What is in the box each week?
Each week’s produce will vary depending on what’s in season, what’s in stock, what is fresh and what the weather has done to the crops and farms. Please sign up to our newsletter and every Friday at 5pm we will send out an email and update our website to give you an idea what will be the in the boxes. Seasonal boxes are subject to last minute change. Otherwise, you can see underneath each product description.
Can I customize my seasonal box?
We do allow up to 2 swaps per box, just use the checkbox system to indicate what you'd like more and less off. However, you can create your own fruit and veg box from the items available on our website.
Can I buy a box for a gift?
Yes. Please leave us a note when your order and we can write the recipient a card on your behalf.
Can I set up a standing automatic order?
Yes. Just place your order using the subscription section.
Will I get exactly what I ordered?
Not all the time. There are many factors that affect your order which may include supplier stock levels, quality issues or cancellation by the supplier.
How much is delivery?
Delivery is a flat rate fee of $8.95
Do I have to be home when my order is delivered?
No, we know there are school kids to drop off, people to see, places to be. We understand that you will not always be home to accept the delivery. Our driver will leave your box out of the shade at your front door. Please note that we are not responsible for any unexpected damage or theft to your order when left in the nominated area. We do recommend your order be taken in and properly stored as soon as possible as we cannot guarantee the quality of items that are not properly stored within this period. All our delivery drivers take a photo of the delivered order once delivered.
Do you deliver to my area?
We deliver to most of the Northern suburbs of Melbourne once a week. Please check the ‘delivery areas’ tab before ordering. We are a new company and will be expanding as we grow, so please send us an email if your area is not listed.
Why does the fruit/veg look different, is not a perfect circle or straight like the shops, is smaller/bigger than the shops etc.?
This is the nature of organics and how produce should actually look. The short version is that much non-organic, unprocessed or minimally processed produce is treated with a variety of growth-enhancing substances and is also commonly subjected to grading and quality standards (voluntarily), while organic produce is not. Organic produce is grown as nature has intended it to be.
How do I know the produce is organic?
Please feel free to email us for confirmation and a copy of certificates.
Is it all certified organic?
99% of our produce is Certified Organic or biodynamic. The other 1% organic in conversion.
Do you wear gloves while handling the produce?
Yes, absolutely. All our staff are trained with food handling certificates.
Where do you get the produce from?
We source it from certified organic farmers, as well as wholesale organic suppliers at the Melbourne Markets.
I seem to be missing something from my box?
Please send us an email and photo of your box/item within 24hrs and we will organize a credit note or replacement. No claims will be honoured past the 24hr period.
Are the items all weighed because my friend got more of something than me?
Yes! unless they are packets or individual products such as a melon or pineapple. Do keep in mind that the produce is all different shapes and sizes so it may appear that a friend got more than you. Rest assured everything is weighed.
My box last week looked bigger than this weeks?
Each week the price of the produce changes drastically, also the actual height and width of the box varies due to the boxes being different each week. We work hard to create boxes that are value packed.
Can we come past and shop for ourselves?
Unfortunately not, we are purely a packing and pick up facility at this point.