Online store - FREQUENTLY ASKED QUESTIONS
HOW DOES the online store WORK?
Why should I shop with Tenderwild?
Our goal is to grow the best tasting food that can be grown, and we work with other farmers and makers who share the same commitment to excellence. You’ll taste the difference!
We’re certified organic, and the farms we work with share our commitment to soil, land, and health.
When you place an order with us, you not only support our farm, you support a network of small growers, bakers, artisans and craftspeople in Maine.
When can I place an order and when will my order be ready?
Our online store is open from Friday at 5pm to Sunday at 8pm. Your order will be ready for pickup or home delivery on Thursday.
Is there a minimum order?
We have no minimums.
Why do I have to wait until Thursday to receive my order?
Many of the items we sell are harvested or prepared to order. Yes, this means waiting a few days before you receive your items, but it also means you’re getting the freshest food, with the best flavor and longest shelf life.
Can I modify or cancel an order?
Orders placed are final. We are not able to modify or cancel an order. If you wish to order something else, you may place a new order with us, for as long the online store is open (Friday at 5pm to Sunday at 5pm).
Will I receive an order confirmation?
Yes, you’ll receive an order confirmation via email immediately after you place an order.
PAYMENT, FEES, REFUNDS, and RETURNS
How do I pay for my order?
Payment is made at the checkout page. We accept all major credit cards, most bank-issued debit cards, as well as PayPal, Venmo, Google Pay, and Apple Pay.. We do not accept other forms of payment (cash, check or SNAP/EBT) at this time.
When will I be charged?
You will be charged when you place your order.
Will I receive a receipt for my online order?
You’ll receive an emailed order confirmation when you place your order, and you’ll also receive an itemized receipt in your box.
Do I have to re-enter my credit card information and address every time I order?
If you create an account at Tenderwildfarm.com (by selecting the person icon in the top right corner), you can save your credit card and delivery information securely. By creating an account, you can also see your previous orders, and replicate orders with a single click.
Why was I refunded for an item?
We strive to fulfill every item in every order, but some situations are out of our control. For instance, local winter greens, harvested out of unheated hoop houses, cannot be harvested when their leaves are frozen. If we get a prolonged cold spell, our farmers may not be able to fulfill some items in your order.
Why is an item on my receipt highlighted?
When we pack your order, we highlight any items that we were not able to fulfill. We will refund you for these missing item(s) prior to pickup or delivery.
Why does my receipt have so many initials?
We initial every item included in your order as it is placed in your box. Twice! We want to be sure we get your order right.
What if I would like to return an item?
We do not accept returns for produce or pantry items, but if you experience any problem with the quality of our produce, please let us know and we’ll be happy to refund you.
How do I contact customer support?
You can reach Rory at harvest@tenderwildfarm.com, or Peter at peter@tenderwildfarm.com. Please bear in mind that we are a small farm team and we each wear a lot of hats—we’ll try to respond swiftly, and we’re grateful for your patience.
HOME DELIVERY
Do you deliver to me?
We currently deliver to Camden, Rockport, and Rockland.
What is your delivery fee?
We charge $12 for delivery.
Can I reserve a delivery time?
Unfortunately, we are not able to offer custom delivery windows at this time. If you select home delivery, we’ll get your package to you between 10am and 5pm.
How is my order delivered?
Your order will be left at your door, in a sealed cardboard box (or several boxes, for larger orders). In inclement weather, the box will be placed inside a plastic bag. We include insulation material and a cold or hot pack in your box to ensure that your order remains protected from the weather until you’re home.
Can I leave special instructions for delivery?
Yes, when you select Delivery at checkout, you’ll have an opportunity to leave any special instructions for us regarding delivery (such as “Please leave on back porch”). We cannot promise that we’ll be able to fulfill your request.
Will I be notified when my order has been delivered?
Yes, you’ll receive a text confirmation that your order has been delivered.
If I’m not going to be home to receive my package, can I leave a cooler for my order?
Yes, we’re happy to place your order in a cooler, if your cooler is large enough to receive our box size. Our boxes are 12” wide by 18” long by 9” high. As our delivery boxes are sealed, we cannot unpack the box contents into a cooler.
Can I give you boxes and packing materials from previous orders for you to pick up?
Yes, we’ll gladly take back boxes and packing materials. They will all be reused. You can leave them for us in a dry place or hand them to us when we deliver your order.
Can you deliver to a business?
Yes! We can deliver to any business in Camden, Rockport, and Rockland. Please enter the business address in the shipping field at checkout.
What if there’s a storm?
Should inclement weather arrive on delivery day, such that driving could be dangerous, we’ll provide a morning update via email. We reserve the right to change the delivery day in response to weather.
Should I tip the driver?
Your driver will be either Peter (your farmer) or Rory (your shopkeeper), and we don’t accept tips. ;)
PICKUP
How does pickup work?
If you select the Pickup option when you checkout, your order will be ready for pickup at Tenderwild Farm between 2-6pm on Thursdays. The farm is located at 33 Gurney Street in Rockport, and you’ll see our farm sign at the farm entrance. The pickup location is in our farm store in our historic barn. Please park in our entrance parking lot and walk up to the barn. Your order will be boxed and labeled with your name on tables inside the barn. Boxes are organized in alphabetical order. If you have more than one box in an order, your boxes will be stacked and all the boxes in your order will be labeled (for example: 1/3, 2/3, 3/3). If we are not there to help you, please double-check to make sure you’ve taken your boxes and not someone else’s!
Can I leave the box with you?
Of course! If you bring a bag, we’ll gladly re-use your box to fulfill future orders and you can leave the box behind. We’re also happy to receive boxes from previous orders (including home deliveries): a table at the entrance to the barn will be designated for box returns.
What if there’s a storm?
Should inclement weather arrive on pickup day, such that driving to the farm could be dangerous, we’ll provide a morning update via email. We reserve the right to change the pickup time in response to weather.
What if I am unable to make it to the pickup window on Thursdays?
We know that plans can change. If you’re able to arrange for someone else to pickup your order, we’re gratefull. If your order cannot be picked up, we’ll contact you via email at the end of the pickup period, to let you know when you may come to the farm to pick up the following day.
Can I change my order from pickup to home delivery, after I’ve placed my order?
Not at this time.
Do you charge a fee for picking up?
No. The only fee we charge is for home delivery ($12).
Will I be reminded of the pickup window?
Yes, we’ll send you an email on Thursday at 12pm, reminding you to pick up your order at the farm between 2-6pm.
PACKAGING
Why do you use boxes not bags?
Boxes stack, bags do not, and we need to optimize our cooler space.
Can you reuse the boxes you give me?
Yes! We use a liner in each box to maintain food safety and so that we can continue to reuse our boxes.
Why is there bubble insulation in my delivery box?
We want to be sure that your order makes it to you in the best possible condition. When the weather is below freezing or especially warm on delivery days, we place a layer of of bubble insulation at the bottom and top of your box, to mitigate heat loss & gain. An insulated envelope containing gel packs is also placed in your box, to maintain an ideal temperature, should you not be present to receive your order upon delivery.
ACCOUNT
Should I create an account at Tenderwildfarm.com?
A customer account is automatically created for you if you provide your email address during checkout, even if you don't actively sign up for an account. This means your information is stored in the system and you can access your order history and details by logging in with your email later on.
Where do I login?
On any page of our website, just select the person icon in the upper right corner.
Is my personal information kept confidential?
Yes. Please see our privacy policy.
Is my payment information secure?
Yes, our site is built on Shopify, which offers best-in-class security among e-commerce platforms.
Can I suggest a product for you to carry?
Yes! Please send us suggestions at harvest@tenderwildfarm.com. We are guided by our customers. If there’s a product that you love, we’ll do our best to find it. We focus on partnerships with small, local, and organic farmers, vendors, and makers.