ONLINE ORDERING PROCEDURES AND GUIDELINES
YOUR PHONE NUMBER MUST BE PROVIDED IN THE NOTES SECTION SO WE CAN CONTACT YOU FOR PAYMENT. ORDERS WITHOUT A PHONE NUMBER ATTACHED CANNOT BE FULFILLED.
THE ONLINE ORDER MINIMUM IS $25. ORDERS BELOW THIS AMOUNT CANNOT BE FULFILLED.
Online orders accepted 24/7. Order pick-ups are ONLY Monday-Friday from 3:00 pm - 5:00 pm. For next-day pick-up, all orders are due by 5 pm the evening prior to our pick-up days.
Orders not picked up by 5 pm can be picked up starting at 3 pm the following day. Orders placed after 5 pm will be ready the day after next. Any orders placed after 5 pm on Thursday night will not be available for pick-up until the following Monday.
IMPORTANT NOTE ON QUANTITIES:
Unit increments will be listed in the title - LBS or EACH. The default weight for an item sold by the pound will be 1lb. Please select a quantity of 2 if you would like 2lbs. Important: if you want 1 bulb of garlic rather than 1 pound of garlic, please state this in the "notes sections" otherwise the "1" you enter for quantity will get you a pound of that item. You can also indicate the exact weight desired in the notes section, in the event you need partial pounds]. For items like local meat and produce, we can't guarantee that we will have items in stock that match the exact increment you selected. We will do our best to get as close to the weight you selected.
IMPORTANT NOTE ON SUBSTITUTIONS:
It is very helpful for staff if you utilize the notes function on the cart page to let us know what you are comfortable with us substituting. For example, we may be out of Eden beans, but we may have a similar product in the Field Day brand. Knowing this preference for each customer makes our job on the inside much easier and faster to complete. Our staff will make the best judgment call on substitutions if there are no notes stating your preference - PLEASE be aware of this as you place your order. If we have nothing on hand that is a close enough substitute we will not pick [or charge you] anything in place of that item. If you prefer we do not substitute any items please submit that in the notes.
IMPORTANT NOTE ON ITEM LIMITATIONS:
For items currently low in stock, such as toilet paper, please limit yourself to 1. We may only be able to get you 3 single rolls instead of a 12 pack.
NOT SEEING IT IN SHOPIFY?
We only have our top 300 best sellers per department listed online at this time, but will be adding more inventory in the coming weeks. If you know of a product that you want, please include it in your checkout notes and a personal shopper will pick that item for you if we have it. DUE TO THE HIGH VOLUME OF ORDERS, WE ARE UNABLE TO PROCESS ANY ADD-ONS VIA EMAIL AT THIS TIME. YOU MUST INCLUDE ADD-ONS IN YOUR ORDER NOTES BEFORE PLACING YOUR ORDER.
You will receive a confirmation email when your order comes through. If you do not receive this email, you did not complete submission of your order or you entered your email address improperly. If you received this confirmation email [and your order is over $25 and you supplied your phone number in the shopify notes section] that means we are working on your order and will be contacting you soon regarding payment. If you submit 2 separate orders prior to the deadline, we will combine them for picking & payment [especially if you provide a note on one of the orders that you have submitted multiple orders].
Please note that there is a 10% labor fee added to each order as we need to cover the amount of time that it is taking our staff to process these orders. If you are a senior citizen in need, we are happy to waive the fee. Once any order is filled, you will receive a (potentially) second phone call from our cashier staff requesting payment. Note that payment will not be accepted online. However, we do require a phone number with your online order so we can contact you regarding payment. If we cannot reach a customer at this point in the process, the order will be taken off the queue and you will need to contact the Co-op to inquire about its status. You will be charged for ONLY the items we HAVE in store at the time of picking - we will not charge you for items you do not receive - that said, consider the total amount shown on your shopify page as a ballpark estimation. An itemized receipt will be furnished with your order at time of pick-up.
IMPORTANT NOTE ON ADD-ONS:
Once your order is picked and we have called you for payment, we CANNOT pick additional items for that order. If you wish to add items to your order you will have to place and submit a new order.
Rest assured that we are keeping products at their safe temperatures at all times. Once the product is bagged for pick-up, we store frozen and refrigerated items appropriately in their original chilled and frozen environment – until you arrive to pick them up. We are operating with limited staff and also abiding by strict sanitization protocols. We’ll do our best to keep an eye out the window for you, but for the fastest service, call the Co-op (775-324-6133, then hit 3, then hit 1) to let us know you have arrived, and the last name on the order you are picking up. We will meet you at the bottom of the cafe stairway in the parking lot with a bag or box of your groceries.
REFUNDS, RETURNS, CONCERNS:
Due to the nature of the pandemic situation, we will not be able to offer refunds on any products. Please make sure to plan ahead and triple check your order before submitting.
Your safety is our highest priority during these very trying times, please read our COVID-19 Response letter/Action Plan. If you have any questions, please do not hesitate to reach out to us at the Co-op at email@example.com Thank you for your continued support of the Great Basin Community Food Co-op!