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Table Of Contents:


Starting an account 

  • Where do I log in?
  • Is there a membership fee or order minimum? 
  • What is the service fee for?
  • Is my order recurring? Do you offer any “shares”?

Ordering

  • What is the order deadline?
  • Why was an item I ordered substituted with another or refunded?  
  • How can I add to my existing order?

The Offering 

  • Are all your vegetables organic? 
  • What do the abbreviations in your catalog mean? 
  • What are the “Use By” dates for fresh meat?
  • Is my financial support of community partners tax deductible?

Neighborhood Pick-Up and Home Delivery

  • What do I do if something is missing from my order? 
  • What areas do you deliver to in Rochester? 
  • What areas do you deliver to in Ithaca? 
  • Can I tip the driver?
  • Where can I leave specific delivery instructions? 
  • What is the neighborhood pick-up protocol for Rochester? 
  • What is the neighborhood pick-up protocol for Ithaca? 




Starting an account :


Where do I log in?

There is a login (or register if you're a new customer!) at the top right of any page. You can also get to the login from the 'Shop' link on the main navigation bar.

Is there a membership fee or order minimum? 

Headwater Food Hub is not a membership service. It’s a ‘pay for what you want’ shopping experience, and requires no minimum order. 

What is the service fee for?

You will see a $5.00 service fee added to your account for handling and packaging of your order. This fee covers labor costs for fulfilling orders as well as delivering orders. While we strive to minimize packaging, the current health crisis necessitates additional materials.

Is my order recurring? Do you offer any “shares”?

We are offering weekly curated produce based recipe boxes. These are not typical CSA shares, where you are left alone to figure out what to do with pounds of kohlrabi. Yes, our mixed produce boxes contain fresh, seasonal, and rotating produce, but that is where the comparison ends. The headwater weekly produce box offers a cohesive mix of fresh veggies along with an easy recipe and recommended additions to help you fully enjoy each box. 

If you would like to reorder a specific item, head over to the “account overview” page. (You can get here by clicking on the “Welcome ___” link at the top right of every page. Then click on “purchases” and select “Reorder Items”. 



Ordering:


What is the order deadline? 

Rochester: Orders close the day before delivery at noon

Ithaca: Orders close TWO days before delivery at noon (Tuesday at noon)

Why was an item I ordered substituted with another or refunded?  

We do our best to support small farmers and producers while providing our community with the highest quality items. Due to supply chain or item quality issues that arise while creating your box, we may decide to exchange an item or issue a refund. We are working with independent producers and growers, and occasionally subject to unexpected situations like weather, pests, farm capacity, or harvest delays. This personalized experience is one of the great things about shopping at Headwater Food Hub. 

How can I add to my existing order?

Please place an additional order for the same day! Then reply to the confirmation email and mention that it’s your 2nd order for the same day. We will happily refund the additional service fee(s).



The Offering:


Are all your vegetables organic? 

That’s a complex question, but in short, no. The farmers and producers who contribute to our catalog offer a diverse variety of growing practices. There are many reasons why a small producer would not pursue the specific USDA Organic certification, even if they use agroecological or sustainable growing practices. 

Oftentimes we will offer both organic and conventionally grown versions of an item, and it will be indicated in the listing which items are organic (ORG). 

What do the abbreviations in your catalog mean? 

*Link to attribute glossary*

What are the Use by Dates for fresh meat?

3 days for pork and 5 days for beef. If the product is frozen, then you have much more time to store your meat. 

Is my financial support of community partners tax refundable?

As a Certified B Corp, Headwater is committed to supporting efforts to get more GOOD food to folks in our communities. By participating in our fundraisers, you have been an important part in ensuring local, GOOD food is available for all. However, B Corps are not able to provide donation receipts since that ability is only granted to non-profit 501(c)3 organizations.



Neighborhood Pick-Up and Home Delivery:


What do I do if something is missing from my order? 

If anything is missing from your order please submit a “case” and a member of our customer service team will be right with you. To submit a case, toggle to the “account overview” section and then select, case→ new case. In the case, please specify if you are missing a single item or multiple items as they are symptoms of two different issues. 

If you would like to contact us about something other than a pressing issue, we are always available at (585. 565. 4848) or via email ( home@headwaterfoodhub.com

What areas do you home deliver to in the Rochester area? 

Home delivery to Rochester, Brighton, Pittsford, Fairport, Webster, Penfield and Irondequoit on Thursday and Saturday for a $10 delivery fee + $5 service fee. If you select home delivery but are out of this range we may ask you to switch to a group pickup site. 

Note: delivery areas are subject to change.

What areas do you home deliver to in the Ithaca area? 

Home delivery is available within the City of Ithaca and the Village of Cayuga Heights every Thursday for an $8 delivery fee + additional $6 service fee. If you select home delivery but are out of this range we may ask you to switch to a group pickup site. 

Note: delivery areas are subject to change.

Can I tip the driver?

If you’d like to tip your driver, please leave a labeled envelope outside where you’d like your delivery deposited. This is not at all expected, but very much appreciated! 

Where can I leave specific delivery instructions? 

We ask that you leave out a note large enough for the driver to see while approaching your home. For example, If you’d prefer the driver NOT ring your doorbell please leave a visible note on the doorbell. We are complying with all Covid-19 regulations and safety is of utmost importance. 

What is the neighborhood pick-up protocol for Rochester? 

We offer a contactless drive-through style service at all neighborhood pick-ups. (Excluding the self-serve Hub disty Location) Upon arriving at the pick up location, follow the signs to our truck, and pop your trunk. You will be asked for your last name to find your order. All orders are pre-packed and labeled in cardboard boxes. There will be no items available for sale on site

What is the neighborhood pick-up protocol for Ithaca locations? 

Press Bay Pick-up Protocol: Thursdays 4-7pm. (607)-216-8321


These details are evolving. They will always maintain 6 feet of separation and no entry into our work spaces by customers and farmers. If it is raining, you may be asked to enter the building.

Press Bay Food Hub, Curbside @ 110-1 W. Green St., Ithaca NY 14850

This is between Diamond’s and Ithaca Halal Grocer, across from Sunoco.

IF YOU WALK UP: Approach the 110-1 door and call out to us! We will go from there.

IF YOU DRIVE UP: If there is room, you can park in front of 110-1 W Green St. (between Diamond’s and Ithaca Halal Grocer). You can then walk up to the 110-1 door.

If there is not room please park in the Geneva St parking lot and walk up.

Physical distancing is largely achieved by this happening outside! Please dress accordingly. There may be a line at certain times.

Be ready to know what you ordered! We will place it at the door (outside) of 110-1 and allow you to load it yourself.

Ithaca Bakery: Thursdays 12-3pm. Self-serve pick-up. Please enter the bakery. Don’t forget to check the cooler for your frozen and meat products! Masks are required.

Stick and Stone Farm: Thursdays 12 - 5PM. Self-serve pick-up. Please park in the parking lot and enter the main barn that is on the left. Enter through the open garage door facing the road (just to the right of the mural). Orders will be in stacks according to name. The door remains open from noon to 4pm. Please look out for multiple boxes with your name on it. Please DO NOT call the farm for missing items etc. Masks are required.