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FAQ

Unfortunately, home delivery is not offered at this time.

Our boxes are delivered to 16+ pick-up locations around Ottawa. Find your closest pick-up location here.

The shipping address request is a standard question on the platform that we use. We can not change this field.

The pick-up location you selected before you proceeded with the payment details will be where we deliver your order to.

We apologize if this causes some confusion. We do not do home deliveries.

Please contact us by email if you have further questions at ottawagoodfoodbox@crcrr.org.

Your order will be ready for pick-up on a day & time specific to your chosen pick-up location.

For more information about when boxes will be delivered to your closest pick-up location, please:

  1. Visit our Find a Location page and click on your preferred pick-up location
  2. Chat with your site coordinator
  3. Connect with us through email at ottawagoodfoodbox@crcrr.org or by phone at 613-860-6767

The fee goes to support our online ordering option, helping with transaction fees and website costs.

Order deadlines will depend on your preferred pick-up location. Please visit our Find a Location page and click on a location to find more information.

Generally, order deadlines are one week before pick-ups.

No, we do not offer box customization. The surprise when you open your box is part of the fun!

That being said, some of our customers have great success swapping items with other customers during pick-up.

Potatoes will be included in our $20, $15, $10 and $25 organic boxes every other month.

You will find potatoes in your boxes during the following months:

  • February 2020
  • April 2020
  • June 2020
  • August 2020
  • October 2020
  • December 2020

We do not guarantee that all items in our boxes will be local products. We try to support local farmers as much as possible but seasonal availability and cost will occasionally limit what we include in our boxes.

If you ordered our $25 organic box – yes all of the box contents will be organic.

If you ordered any of our other boxes – no, we do not guarantee that the box contents will be organic.

No, the box remains at your pick-up location. We need the boxes to pack your next order! so they can’t be taken home.

Please make sure to bring bags when you pick up your order!

The Ottawa Good Food Box strives to deliver high quality, fresh fruits and vegetables to all of our customers. If you receive spoiled or damaged produce when picking up your box, we will issue refunds and credits on a case-by-case basis.*

Note that refunds are only processed on the day you pick up your boxes with your site coordinator. If you have a complaint, please contact your pick-up site directly.

  •      If 50% or more of the contents of your box are spoiled or damaged, we will issue you a full (100%) refund or credit.*
  •      If less than 50% of the contents of your box are spoiled or damaged, we will issue you a refund or credit proportional to the total volume of those items.* (e.g., replace dollar value of damaged apples, not the entire box)

* Online customers will receive refunds through our website within 1-2 days. Customers who paid in-person will receive credits towards future orders.

 

No customer refunds or credits will be issued if you forgot to pick up your box or if you missed your site’s allotted pick-up times.

 

Please discuss with your pick-up site coordinator your concerns. Contact us by email if you have further questions at ottawagoodfoodbox@crcrr.org.

Yes, of course! Anyone can order a box.

Our goal is to increase access to affordable fresh fruits and vegetables for all Ottawa residents. We need a minimum number of orders per pick-up location to keep the location open due to the cost of transportation. Your support of the program helps us do that! If you’d like to make a donation, please visit our Donations page.

The Centretown Community Health Centre and the Ottawa Good Food Box respects your privacy. Centretown Community Health Centre is your information custodian and we take great care in protecting your personal information. We have hundreds of customers interacting with us each week — at our pick-up locations, over the phone and through our website. Through these interactions, our customers entrust us with their personal information.

For your protection we have:

  • Approved this Privacy Policy for the Good Food Box.
  • Appointed a Privacy Officer to answer your inquiries or concerns (see below).
  • Set up safeguards in the handling of paper, electronic and verbal personal information.

What Type of Personal Information Do We Collect and How?

We limit the collection of personal information to what is needed to provide you with the Good Food Box. We collect personal information directly from you in-person, over the phone and when you are interacting with us through our website.

How Do We Use and Share Personal Information?

We use your personal information to provide you with the Good Food Box, to manage our operations and to share information we think might interest you, and as permitted or required by law.

We share your personal information within Good Food Box service providers (e.g. food orders, pick-up locations, and to resolve requests) for the purposes described in this policy and in accordance with applicable law.

Your information will be primarily used to fill your Good Food Box orders. Centretown Community Health Centre may also use or disclose your information for other reasons. These include program planning, quality improvement and statistical reporting, though we would need to follow strict rules.

We promise that your information will never be used or disclosed for reasons other than normal Good Food Box business. If there is ever another reason, we will ask for your permission.

How Do We Manage Consent?

By subscribing to our services and/or submitting information to us in connection with using our services, you are providing your consent to the collection, use and disclosure of personal information as set out in this policy. In some cases, your consent may be “implied”, i.e. your permission is assumed based on your action or inaction at the point of collection, use or sharing of your personal information such as when you place a Good Food Box order in person and online.

How Do I Request Access to My Personal Information?

Under Canadian privacy law, you have the right to access the personal information we hold about you, subject to any legal restrictions. To learn what personal information we have about you, follow these steps.

Make a written request to our Privacy Officer, Simone Thibault, Executive Director at privacy@centretownchc.org.
She will acknowledge your request in writing.
You will receive your personal information within 2 weeks, in compliance with applicable laws.

Who Do I Contact with Privacy Questions?

If at any time you have questions or concerns about the treatment of your personal information or the protection of your privacy by the Good Food Box, please contact our Privacy Officer, Simone Thibault, Executive Director at privacy@centretownchc.org.

Formal complaints about privacy practices may be made in writing to our Privacy Officer, Simone Thibault, Executive Director at privacy@centretownchc.org. She will acknowledge receipt of such complaint, ensure that it is investigated promptly and provide a formal written response within ten business days.

You can also contact the Information and Privacy Commission of Ontario at:

Phone: 416-326-3333
Fax: 416-325-9195
Toll free: 1-800-387-0073
www.ipc.on.ca

Community driven, supports local farmers, fresh, affordable - Customer