Frequently Asked Questions

Ordering


Get started in just three easy steps!

1. Sign up for an account

2. Choose your items

3. Checkout and wait for your delivery


If it is not on our website we are currently not offering it for home deliveries. As this service has only just launched, we have started off with a modest selection of goods.

If you would like to make a request please message or leave us a comment on Instagram. If there is enough demand we will consider adding it.


The minimum order requirement is $35 to Vancouver, Richmond, Burnaby and New Westminster.

Delivery


The cut off time is 10:00 PM for next-day delivery.


We currently deliver to Vancouver, Burnaby, Richmond and New Westminster.

Click here for a full list of zip codes.

We will be adding new delivery zones in the future.

Please note: We will need detailed delivery instructions to avoid any issues (front/back door, apartment buzzers, etc). Our drivers have the right to decline delivery if deemed too difficult due to lack of proper instructions or unsafe. 




We deliver Monday thru Friday. Orders placed on Fridays, Saturdays or Sundays will be delivered on the upcoming Monday.


Your order will be delivered the day after your order has been placed, with the exception of orders placed on Fridays which will be delivered on Mondays.

Unfortunately at this time we are unable to offer specific time slots for delivery. Please understand that we are working hard to get everyone's order delivered promptly and will be working until the evenings if need be.


The driver will leave the box(es) at the front doorstep, knock or ring the doorbell and step away. For customer and employee safety the driver will not be able to enter your property or carry your order in due to social distancing measures.

If you have special delivery instructions please let us know ahead of time.


If nobody is home the driver will call the phone number provided. If there is no response the box(es) will be left outside somewhere safe.

Please let us know ahead of time if nobody will be accepting the delivery and where you would like to have it left.

There is no option for re-delivery and we are not be responsible for any theft or damages incurred on items not accepted by a person.


We have a flat rate of $6. There is free delivery on orders over $100.


Check your packing list. If the item has been crossed off it is likely that it had gone bad and we could not send it. Due to the nature of dealing with fruits and vegetables, it is inevitable that we will run into issues where some of our stock is not saleable. These items will be fully refunded.

If the item is missing but has not been crossed off, contact us to initiate a refund.


Payments & Refunds


We accept VISA, Mastercard, AMEX, Shop Pay, Apple Pay and Google Pay.


All claims must be made within 24 hours upon receipt of goods. If 24 hours have gone by since your purchase, unfortunately we can not offer you a refund or store credit.

Please ensure to check your delivery as soon as it arrives. We can offer full refunds on damaged or spoiled produce, however, due to the high-volume of orders we cannot exchange or collect back items. It will be your responsibility to dispose of the product.

To be eligible for a refund, you must be able to prove the item arrived in damaged or spoiled condition. We may request photographic proof.

There is no option for re-delivery and we are not to be responsible for any theft or damages incurred on items not accepted by a person. If nobody is home the products will be left outside in a safe area.

We are not to be held accountable for the quality of produce after it has ripened.


To initiate a refund please send an email to homedelivery@exoticorchard.com with the subject as so:

"Refund: Order #"

Example: Refund: Order #5004

List the contents you would like refunded and the reason why.

Refunds (if applicable)

Once your refund email is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Due to the high-volume of orders we cannot exchange or collect back items. It will your responsibility to dispose of the product.


Our checkout is run through Shopify. Shopify is PCI level 1 compliant for credit card processing which means that it adheres to the highest standards of server compliance. It has the highest standards in the world on payment processing. You can read more about Shopify’s PCI compliance here.