Policies & Procedures

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Building A Relationship

We look forward to building a relationship with you! We send weekly newsletters and emails to keep you up to date on what’s going on at the farm, featured products, farm events and holiday delivery changes. Please check communication from us regularly so you don’t miss anything.

We request new members read our Policies and Procedures below so you are clear on how our program works and so you can have the best experience possible. We reserve the right to update our policies at anytime. We appreciate your understanding. Please feel free to contact us anytime with questions at csa@froghollow.com.


Payment Policies

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Sustaining Members commit to Frog Hollow CSA for 6 months and pay in full in advance for their subscription. Sustaining Members enjoy a discount off their subscription and may join at anytime throughout the year. We do not offer refunds on sustaining memberships. 

Recurring Payment Members are charged for their upcoming delivery cycle at the order deadline. Recurring Payment Members can join at anytime in the season. We do not offer refunds for recurring payments billed.  Recurring Payment Members can join at anytime in the season.

Frog Hollow Farm does all it can to ensure a full harvest.  All CSA members are committed to sharing in the gain or loss of each season due to weather or pest conditions beyond Frog Hollow Farms' control. 

 

Pick-Up Policies

CSA members are responsible for picking up their boxes and add-ons during the designated pick-up hours for the location they select. Some pick-up sites offer 24 or 48 hour grace periods if you are unable to pick-up your box. If you do not pick-up your items by the end of the pick-up hours or the grace period, if a grace period is available for your site, your items will be donated. Grace period hours are offered for your convenience. Frog Hollow cannot be held responsible for any items not picked up on the day they were delivered.  Late pick-ups are not eligible for credits or replacements. If a member does not find their item(s) at the pick-up location or finds an issue with their product(s), they must contact csa@froghollow.com by 11am the morning following their delivery to be eligible for a box credit or replacement. 

 

Order Deadlines and Subscription Change Deadlines

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All changes to your account for the following week or billing cycle must be made through your member dashboard via your CSA member online account by 12 am (midnight) 48 hours before your next scheduled delivery day.This includes delivery holds, add-on orders, pick-up site changes, subscription cancellation or any other changes to your account. You will receive an email confirmation confirming holds, add-on orders placed and cancellations.  If you miss the deadline, you will be billed for your next week’s delivery. Add-on orders placed after order deadline will not be included in your upcoming delivery but will be scheduled for your next available delivery. If you would like us to make a change for you different deadlines apply. Please click here for a detailed breakdown of deadlines or see below. 

 

Delivery Holds

We understand that there will be times when you are not able to pick-up your delivery, which is why we accommodate vacation holds.  You can place vacation holds through your member dashboard via your online CSA account. Vacation holds must be placed by 11:59 pm 48 hours before your next scheduled delivery day via your online account. If you’d like for our Customer Care representative to place a hold for you, different deadlines will apply.  Please see below for a detailed breakdown of deadlines by delivery day.

Members with Monday deliveries have until Friday night at 12 am (midnight) to make changes to their order via online login account.  If you would like us to make any changes to your account you will need to contact us by Friday afternoon at 12 pm at csa@froghollow.com.

Members with Tuesday deliveries have until Saturday night at 12 am (midnight) to make changes to their order via online login account. If you would like us to make any changes to your account you will need to contact us by Friday afternoon at 12 pm on Friday at csa@froghollow.com.

Members with Wednesday deliveries have until Sunday night at 12 am (midnight) to make changes to their order via online login account.  If you would like us to make any changes to your account you will need to contact us by Friday afternoon at 12 pm at csa@froghollow.com.

Members with Thursday deliveries have until Monday night at 12 am (midnight) to make changes to their order via online login account.  If you would like us to make any changes to your account you will need to contact us by Monday afternoon at 12 pm at csa@froghollow.com.

Members with Saturday deliveries have until Tuesday night at 12 am (midnight) to make changes to their order via online login account.  If you would like us to make any changes to your account you will need to contact us by Tuesday afternoon at 12 pm at csa@froghollow.com

Recurring Billing members - you will not be debited for a delivery placed on hold.

Sustaining members - the delivery held will be put into your account as a credit, which will be used at the end of your existing purchase for the next consecutive delivery. 

 

Problems With Your Order / Items Missing At Your Pick-Up

Fruit
We strive to pack you the most flavorful fruit we can and work hard to avoid food waste.  The fruit we pack in our CSA boxes is not cosmetically perfect and will often be ripe and ready to eat. Your fruit should always be delicious.  If you find fruit in your box that you feel is not edible and is more than cosmetically challenged we are happy to replace it with your next order. Please just send us a picture to csa@froghollow.com.  

Something is missing from your order
We try to avoid delivery errors to the best of our ability but occasionally, mistakes will happen.  If you have an item listed on the sign out sheet, and you do not find it at the pick-up, please email us immediately at csa@froghollow.com. We cannot be held responsible for items missing that were not picked up on the day they were delivered. Please be sure to contact us by 11 am the day after your pick-up so we can assist you. 

If an item is missing we can either send it along with your next delivery or issue you a credit to your CSA cash account. Cash account credits will be used toward your next purchase(s) until the balance reaches zero. We do not offer cash refunds. 

 

Pick-up Procedures

In order to make pick-ups run smoothly for everyone, CSA members should do the following:

Check the sign out sheet.  Be sure your name is on the list before you take anything. The item(s) you ordered will be listed next to your name.  Sign out on the form before you leave. 

Picking up your fruit box
Be sure you are taking the right size box. Fruit subscription boxes are not labeled so be sure you take the fruit box size that is listed with your name on the sign out sheet. There should be visual signage indicating the different box sizes at your site. Box size information is also displayed in your pick-up reminder emails.  If you see a label on the box that says add-on or has someone else’s name listed on the side, do not take the box.

Picking up Add-Ons
Add-ons are packed separately from fruit subscription boxes. To find your add-on(s) look for a box with your name labeled on the side.  We sometimes pack multiple peoples add-ons in the same box, especially in our coolers, so please be sure to take only the items you’ve ordered and that are listed with your name on the sign out sheet. Do not take the coolers home. 

Picking up Fresh Fruit or Vegetable Add-Ons
We pack our fresh fruit and vegetable add-ons in the same boxes as our fruit subscription boxes.  Fresh produce add-ons will have your name on the side of the box and a red add-on sticker on top of the box.  

Return your box
We reuse our fruit subscription boxes many many times. Please return your empty box when you go to pick-up your next delivery.  Leave it stacked neatly at your pick-up location. 

 

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