Below are the Pop-Up Food Hub’s Partner Policies and FAQs to help you understand how to order, receive, and work with us smoothly.
Ordering & Invoicing
- Orders are placed directly through our Local Food Marketplace platform. If you need assistance, please contact your assigned PUFH coordinator or wholesale@freshfarm.org.
- Invoices are posted online after delivery. If you choose, you can receive a monthly invoice summary no later than the 10th of the following month.
- Payment is due within 60 days of the delivery date. Late payments may result in a pause in service until the account is settled.
Delivery & Receiving Policy
To ensure safe, timely, and efficient deliveries, please follow the guidelines below:
Delivery Windows
- Deliveries take place within a two-hour delivery window, which will be confirmed with you in advance.
- While we aim for consistency, exact drop times may vary due to logistics.
Receiving Requirements
Partners must provide:
- An accessible parking or drop-off area at the delivery site.
- Safe entry into the building.
- Someone available to ensure that we have access to a locked building during our drop window.
- A site contact person who is:
- Listed on your account.
- Available by phone during the delivery window.
- Space is clear for items being dropped.
Help From Partners
- Pop-Up Food Hub will staff team members to execute deliveries.
- Delivery should not take more than 15 minutes.
- In cases where site conditions are complex (e.g., multiple floors, no parking, large orders), we will require help from your team to ensure safe and timely delivery.
If Delivery Conditions Are Not Met
If delivery requirements are not consistently met:
- Your delivery may be rescheduled to a different day.
- We may require someone from your team to assist with deliveries.
- In some cases, we may pause or adjust delivery service until a solution is in place.
New Partner Setup
As part of onboarding, we require that all new partners submit the following information at least one week before a delivery can take place:
- The exact address for delivery
- Which entrance do we use (photo appreciated)
- Where do we deliver (inside, outside, fridges)
- The walkthrough instructions should include how to access any internal locations
- The person who will be on site to meet our staff during drop off
- If this is a secure access building, will we require someone to be available to open the building
- Point of contact for day-of delivery issues
Multi-Site Partners ( Partners that are coordinating multiple other site deliveries)
- Provide a contact person for each delivery site.
- Share our PUFH coordinator contact info and emergency line with all relevant site staff.
- Ensure someone is on-site and ready to receive the order during the scheduled window.
- Notify FRESHFARM in advance if there are any changes to delivery locations or site contacts.
Administrative Fee
A 10% administrative fee applies to all orders placed by for-profit businesses, restaurants, and food hubs. This supports operational and logistics costs and helps us meet our mission.
Cancellations & Changes
- A 72-hour notice is required to cancel or change an order.
- Contact your coordinator or email wholesale@freshfarm.org.
- Orders canceled with less than 72 hours’ notice may still be invoiced, as items are pre-committed with farmers.
- FRESHFARM reserves the right to reschedule or cancel deliveries due to severe weather or operational challenges.
- In such cases, FRESHFARM will provide as much advance notice as possible and work with partners to find a suitable alternative delivery date or solution.
Product Issues & Refunds
- Report product quality issues within 48 hours of delivery.
- Include a description and photos (if possible) and email wholesale@freshfarm.org.
- Refunds are not issued for missed pickups or items left behind at the site.
Contact Us
Email: wholesale@freshfarm.org
We’re here to help! Reach out with questions, changes, or concerns.