Policies & FAQ

General FAQ and Policies

What if I'm going on vacation or going to miss a delivery?

Your commitment to the Intervale Food Hub offers a huge benefit to the farmers we work with, so we're here to make it fun and easy for you too.

Contact us to request your schedule change in advance, and choose one of these options:

  • You can schedule a time to pick up you food from the Intervale Center earlier/later in the week, or,

  • You can hold delivery the week you'll be away, and double up your delivery the following week, or,

  • If you request your change one week or more in advance of your delivery date, you have the option to get a refund or credit for 75% of the week's value.

Our goal is to offer you options that will help make your Intervale Food Hub subscription work with your busy schedule. You are not limited in the number of vacations that you take or in the number of schedule changes that you request, as long as you make a request with enough time for us to make the change before your next delivery.

As always, please request ANY schedule changes at least 2 days in advance. We're happy to make schedule changes days or weeks in advance, as soon as you know your schedule! 

With our new credit policy, we offer 75% for the week's value rather than 100% to help cover the administrative costs of our service. 


How many people will this feed?

  • Our analysis shows that our Vermont Vegetable subscriptions offer about $1 per serving of produce. The Vermont Vegetable Variety Package is designed to provide an average of 30 servings of vegetables per week, and the Vermont Vegetable Single/Starter Package is designed to provide an average of 23 servings of vegetables per week. Our new Vermont Vegetable Variety Package is designed to offer an even better value, with 40 or more servings on average per week. (This may vary slightly depending on what’s in season.)

  • The USDA recommends 3 vegetable servings daily for one person, or 21 vegetable servings weekly - more for active individuals.

  • Remember, we’ll provide a weekly newsletter with cooking tips and recipes to support you as you try new foods! Also, if you feel that you need to change your subscription for one that's larger or smaller during the season, please let us know and we'll help you find the right fit.
     

Can I order week by week?

  • When you sign up for the Intervale Food Hub, you join for the full season. Your commitment helps to support our community of farmers and food makers. We are here to support you throughout the season with recipes and cooking tips, and we encourage you to try new foods, new cooking techniques, and new recipes.


Can I change my order or my delivery location or my subscription?

  • Yes. if you feel that you need to change your subscription for one that's larger or smaller during the season, please let us know and we'll help you find the right fit. Or, you may be interested in adding some eggs, bread, cheese, meat, etc. Please contact us to make changes to your order.

  • In the event of making a change that results in a refund, we will offer a 75% refund. (This policy is to cover the administrative and operational services for processing changes or cancellations.) 


Can I cancel my subscription?

  • We hope that you try to adjust your subscription before canceling, to honor the commitment that you made to our farmers and food makers.

  • In the event of canceling your subscription, we will offer a 75% refund for canceled deliveries. (This policy is to cover the administrative and operational services for processing cancellations.)

 

Workplace + Community Delivery Policies

Weekly Delivery Routine

  • Your food will be delivered to your chosen delivery location, in a basket with your name on it, at the same day and time each week. 

  • Please bring your own bag and leave your basket at your delivery location.

  • If you receive a thermal bag and/or ice packs, it’s OK to take them home - simply return them with your next pick up. 

What if I forget to pick up a delivery?

  • We do not return to our delivery locations to pick up food after the pick-up window end, and we do not offer credit for missed pick-ups. After the pick-up window, for food safety and site management purposes, food is donated at the discretion of our site champions so that it does not go to waste. 

  • We understand that sometimes life does not go according to plan! So, we offer all members a once-per-season replacement basket in the event that you miss a pick up.

  • Replacements are packed with on what we have available in our inventory, so specialty items might not be available for replacement. This food can be picked up at the Intervale Food Hub, or added to your next delivery. 

  • Contact us to schedule your replacement.

We love to hear your feedback!

  • As the Intervale Food Hub grows, we want to make sure that you have the best experience possible, but sometimes we make mistakes! Dealing with fresh organic produce from small farms means that you may see pest damage or irregularities that you wouldn't normally see in conventional or large commercially grown organic produce. 
  • If you are not 100% happy with your order, or if we forgot something, please feel free to call or email us to let us know. We're always happy to make a replacement or credit your account when needed. 

 

Home Delivery Policies

Getting Set Up with Home Delivery

  • Your Home Delivery order will include a $25 sign-up fee. Returning members will receive a discount code to cover the cost of this fee. The fee is waived for members paying with EBT. We don't want this fee to be a barrier for anyone - please contact us with questions.
     
  • We provide reusable packaging, including a sturdy green plastic bin, reusable silver cooler bags, and ice packs, to keep your food fresh & secure. 
     
  • Your bin will be delivered the first week of your subscription -- please store your bin in the same easily accessible location each week on your delivery day. Ideally, the bin will be located on the ground floor, visible to the driver, and located in a semi-sheltered location to protect the tote.
     
  • When you sign up, please let us know in the form provided if there are any special directions to access you home. For example: if you live behind a locked entry door, or up stairwells or elevators, such as an apartment building or a multi-family home.

Weekly Delivery Routine

  • There will be some fluctuations in the schedule, but you can count on a consistent delivery time each week.

  • Your food will be delivered weekly in silver cooler bags, which we place inside the green bin.

  • Please leave empty insulated bags and ice packs in your bin for our delivery driver to pick up the following week. Reusing these helps to minimize waste and keep costs down!

  • You do not need to be home for your delivery, but we assume that you will collect your food ASAP and store it inside your home. 

  • We guarantee your food for 3 hours after delivery. We do not recommend leaving your food for longer than 3 hours, or out overnight (especially in extreme hot or cold temperatures).

  • Although very uncommon, our delivery driver reserves the right to not deliver if the conditions make it unsafe, or if your tote is not in its normal place, or if it is not accessible due to snow or ice build up, debris, dirt, damages, etc. If this does happen, we will bring your food back to the Intervale Food Hub, and we will contact you to schedule an alternate pick up to make sure you receive your full subscription value.

About Our Reusable Packaging

  • At the end of the season, if you do not continue your membership, or in the event of cancellation, we will pick up your bin, cooler bags, and ice packs.
     
  • If your plastic bin is lost or damaged at any time during your membership, you will be billed an additional $25 for a replacement bin.
     
  • In the event that a significant amount of your silver insulated bags or ice packs are damaged or missing, we will notify you, and we may charge you for their replacement. Bag prices varies based on their size, from $2 to $7 per bag, and $2 per ice pack.   

We love to hear your feedback!

  • As the Intervale Food Hub grows, we want to make sure that you have the best experience possible, but sometimes we make mistakes! Dealing with fresh organic produce from small farms means that you may see pest damage or irregularities that you wouldn't normally see in conventional or large commercially grown organic produce. 
  • If you are not 100% happy with your order, or if we forgot something, please feel free to call or email us to let us know. We're always happy to make a replacement or credit your account when needed. 

Payment Policies

What are my payment options?

  • You can pay online with credit/debit cards and e-checks. In the event of a returned check, a $25 fee will be charged to your account

  • You can pay with EBT/3Squares payments at the Intervale Center office. Members paying by EBT receive a 25% discount on subscriptions. These payments are made in installments.

  • You can pay by paper check. Please send to Intervale Food Hub, 180 Intervale Road, Burlington, VT 05401. In the event of a returned check, a $25 fee will be charged to your account.

  • You can pay with cash. Please pay cash in person at the Intervale Center office.  

  • Late or rejected payments will not cancel your order! If payment is excessively late, the Intervale Food Hub reserves the right to hold your food at the Intervale Food Hub until payment is received.
     

Can I pay in installments?

  • Yes! When you sign up, you can choose to pay in full or set up monthly installments.
  • If you choose to pay in installments when you sign up, payments will be automatically scheduled in your account for the 1st of the month.

  • Securely link a credit/debit card or a checking account, which will be charged automatically according to your installment schedule. Or, choose to pay by cash, check, or EBT.

  • Login to your account here to view your payment schedule, or to make updates your payment source.
     
  • If you’d like to adjust your installment schedule, please let us know.