Did you know... Unavailable Items, Credits, and Billing.

We've had a few people ask these questions over the past couple of weeks, so I thought I'd share in case other members have been wondering and haven't asked yet.

So, Why is an item unavailable?

Sometimes a supplier or manufacturer runs out of a product and we don't find out until our order arrives at the warehouse. For example, I place an order on either Wednesday or Thursday for the following week's deliveries and then the order arrives on Monday without some of the items I ordered.

So why not mark it as Out of Stock on the website?

We can only mark it out of stock if no one has added it to their bin for that week. I discovered this past Tuesday, for example, that Eden will no longer be manufacturing their Bottled Crushed Tomatoes. Since quite a few people had already ordered it for this week, I was unable to remove it from the website until after 9am Thursday when everyone's orders are locked into the system.

If I were to mark an item as Out of Stock or Not Available, then it would automatically disappear from your order leaving us without any way to tell who had ordered it and no way to tell you that it was unavailable. Instead we leave it up on the website and make sure to give you a note in your bin, then credit it back to your account and mark it out of stock on the next closest Thursday.

We are constantly discussing potential website upgrades with our programmers and one of the items on our list is implementing a better system which will allow us to update stock inventory daily instead of once per week.

When do you credit it to my account?

If our warehouse doesn't have it in stock, we don't give up there! We try twice more to get a product for you. Around mid-morning our warehouse assistant will make a quick stop at our local suppliers to see if we can get any individual units of missing items. Any items we were unable to get from them, we write down on a list for our drivers. The drivers then stop at stores along their route to see if they can find anything. Sometimes items are unavailable at every location because the manufacturer is having difficulties, so we have to leave a note in your bin.

Our office closes at 4pm, long before our drivers come back to the warehouse to drop off any picked up bins, bottles, and cryo-paks. To make sure we credit everything back, the drivers write down anyone who had unavailable items on their route paperwork. The next morning, we check through the paperwork and credit back the unavailable items, plus any bottles and cold-pak returns.

Can I see these Credits for myself?

Absolutely! Anytime you want to double check your credits, you can do so right on your account. Once you have logged on and are looking at your dashboard, look to the list of links on your left. You want to click on the one that says "Your Billing" (pictured below).



Once you have clicked on "Your Billing", you should be able to see your payment information. Scroll down the page and underneath will be your list of Credits and Charges with the most recent on top.

We will do our best to get items credited back to your account within 24 hours of your delivery, so if you do not see an item listed that was unavailable, please let us know! Our drivers do their best to make sure everything is written down for us, but they may occasionally miss something.

As always, please let us know if you have any questions!