Help and FAQ
If your order was incomplete, you received a product you are not satisfied with or just need extra information, click the button on the right to be redirected to our help form. You can also contact your dedicated customer service representative through the help section of account settings or click the button on the right to go to our help form.
Prefer to call?
Our customer service team is available weekdays from 9:00 to 6:00 and on weekends from 10:00 to 3:00.
Orders and weekly basket
How do I sign up?
1) Click on the big green “Subscribe” button in the top right corner of the screen.
2) Create your account by following the subscription steps.
3) That’s it! You’ll receive a confirmation email welcoming you to the Lufa Farms community with the date of your first scheduled basket.
For more information or any other general questions, visit our help page, or contact our customer service team at firstname.lastname@example.org.
How much does it cost?
There is no subscription fee and our baskets are fully customizable, so it’s up to you really. When an order is activated, we start you off with a $30 base basket of seasonal fruits and veg, but you can remove and add anything you like as long as you meet the $20 minimum. Browse our Marketplace to see our products and prices.
How does the subscription work?
Each week, we create a base basket for you filled with $30 of our freshest seasonal produce. You have until midnight the night before your delivery day to customize your order as you like, with a minimum of $20. At the stroke of midnight, your order will be charged to your credit card automatically. If you ever need to suspend your basket, you can simply cancel your order or program vacation in your account settings. If you don’t suspend or customize your order, a seasonal base basket will be automatically sent to you each week.
What are my delivery options?
Pick-up point. A network of neighborhood pharmacies, gyms, cafes, and other businesses where we collectively deliver our basket for you to pick up for free. If you choose this option, we recommend bringing reusable bags to empty your basket on the spot.
Home delivery. Have your basket delivered at your doorstep for $6. If you choose this option, please keep your basket with you until your next order - on your delivery day simply leave your basket outside your door and the driver will collect it. Keep in mind that home delivery is also the only way you can order alcoholic beverages.
Do I have to order a basket every week?
No. You can always cancel a basket up until midnight the night before your delivery through your account settings. You can also program vacations if you’re going away for a few weeks. There is no limit on the amount of time you skip or cancel your order.
What's a base basket?
Every time you order, we build a base basket for you with $30 worth of our greenhouse-grown veggies and our partners seasonal products. Then, it’s up to you to customize your order - adding and removing anything you want, for as little as $20. If you forget to customize or cancel an active order, you’ll automatically receive our base basket.
How do I customize my basket?
1) After receiving the email or SMS letting you know your Marketplace is open, access the Marketplace by clicking the tab on the main page.
2) Browse the Marketplace and add any product you want by clicking the "+" or remove products with the “-”. Note: the system will prevent you from removing an item if your order drops below the minimum basket price of $20.
3) When you’re done, click on the basket icon in the top right corner of the page to review your order and make sure it only contains the items you want.
4) You can keep customizing your order until midnight the day before your delivery. Then, your Marketplace will automatically close and your order will be sent to us to start assembling.
How can I cancel my basket?
To cancel a basket, head to the “Orders and delivery” section of your account settings and click the red “Cancel” button under the “Current orders” tab.
How can I return my empty baskets?
You have three options to return the empty baskets you have at home.
1) You can drop them off at any of our pick-up points during the delivery window.
2) You can also return your empties to our offices (201-3075 Boulevard Thimens, Saint-Laurent, QC H4R 1Y2) every day between 9:00 am and 5:00 pm.
3) You can get one last order delivered at home - just make sure you’re home to receive it and ask our delivery driver to wait for you to empty your basket to give them all of your empties.
How can I cancel my subscription?
To unsubscribe from our baskets, please give our customer service a call at 514-669-3559 anytime Monday to Friday, between 9:00 am and 6:00 pm or contact your representative through the Help section of your account settings.
You can also self-cancel your subscription by clicking “edit account settings” in your account settings and following the cancellation steps. Note that if you have any empty baskets at home, you’ll need to return them before closing your account.
Can I order alcoholic beverages?
If you’re at least 18 years of age and select home delivery, you can order alcoholic beverages in your basket. Due to ID verification regulations, we only allow alcoholic beverages to be delivered to a customer’s home. This means if you activate a basket for delivery at one of our pick-up points, you will not be able to add these products to your order. You can always change your delivery method in your account settings, both for your current order and as your default delivery setting.
What is the Lufa Farms Giveback?
Our Giveback program is a loyalty initiative rewarding those who support us most. All Lufavores who order at least 75% of the time (in other words, skip less than one in four weekly baskets) are automatically enrolled in our loyalty program and will receive 3% back in Marketplace credits at year’s end. It’s our way of saying thank you for supporting our mission to create a better food system.
I want to work at Lufa Farms.
All of our job postings are listed on our “Careers” page. To apply, email us at email@example.com. When you apply, be sure to:
1) Include the name of the position you’re applying for (if you apply by email, put it in the subject line).
2) Attach your CV - no longer than one page unless you have a compelling reason.
3) Let us know why you’re interested in the position.
Give us an idea of what you’re looking for in terms of compensation.
We will do our best and get back to you as soon as we possibly can.
Can I volunteer?
Unfortunately, no - but we really appreciate your interest in what we do! Unfortunately we don't host volunteers here at Lufa Farms, but we do have weekly greenhouse tours and weekend workshops if you’re interested in learning more about us. And if you wish to join our team, we’d be happy to hear from you. Check out our current job openings on our Careers page.
I want to become a partner.
To become a partner or supplier for Lufa Farms, your products must align with our mission, vision and values. We are always seeking to join forces with like-minded, passionate, and professional partners to provide unique, local, sustainably-produced, high quality products that offer an unparalleled experience and value to our Lufavores.
Please email firstname.lastname@example.org providing more information about your company and products including: company name, address, website, phone number, contact person, product description, and product information (name, cost, ingredients list, certifications, etc.).
I'm interested in becoming a pick-up point.
If you have space and can allocate at least 30 square feet to Lufa Farms baskets, please provide the following information by sending an email to email@example.com: business name and type (retail, café, yoga studio, etc.), address, contact person, phone number, hours of operation, days of the week you would be interested in being a pick-up point, and accessibility (number of stairs, loading area).
I know a great rooftop.
Cool! Please provide us more information by emailing firstname.lastname@example.org and including: contact name, phone number, address of the building, type of building, number of floors, size of the building, and measured rooftop area. We’re always on the search for new places to expand our urban ag vision!
I am with the media, can I request an interview?
If you’re with the media (reporter, journalist, host, researcher, podcaster, etc.) and would like to book an interview with a Lufa Farms spokesperson, send an email directly to our public relations team, at email@example.com. In the meantime, consult our press page.
Can I visit your greenhouses?
Yes! We run (free) weekly greenhouse tours every Wednesday! Just pop over to the website, click on “About Us,” and then “Visit Us,” to find more info. Or email firstname.lastname@example.org with the following info: person of contact, phone number, number of people that will attend, your desired date to visit, and your preferred language.
Are you guys organic?
The short answer is that hydroponics can't be certified organic as we don't grow our food in soil, but rather in a coconut substrate. However, we follow the same practices as organic farms for pest and disease control, meaning no synthetic pesticides, herbicides, or fungicides.
The long answer is, we also use some synthetic fertilizers because we grow with standard hydroponics. The nutrients the plants are getting are the same as soil, but more efficiently delivered by dissolving salts in water (each plant has its own recipe). We chose to do this because it’s the way we can:
1) Cultivate ecologically. We reuse 100% of our water and nutrients, without creating any polluting runoff (aka nothing ends up in the sewers).
2) Grow fresh, tasty veggies. We choose cultivars for their taste and nutritional value instead of durability.
3) Minimize waste. We grow food where people live and deliver our produce on the same day it was harvested.
For more information or any other general question, visit our help page, or contact our customer service team at email@example.com.
What is hydroponics?
Using hydroponics means we grow food without soil (we are on rooftops afterall). Instead, we use a coconut fibre substrate with a closed-loop system, feeding the plants their necessary nutrients from salts dissolved in water.
This system also allows us to capture rain and meltwater, to recirculate our irrigation water, meaning we can avoid the problem of runoff (one of the top agricultural polluters, in both organic and conventional farming).
Browse our About us page to learn more about our farms and how we grow food.
SCS Global Services’ “Pesticide Residue Free” certification.
What’s the certification?
The Pesticide Residue Free certification from SCS Global Services verifies that the fruit and vegetables sold on our Marketplace don't contain any residues of synthetic pesticides, herbicides, or fungicides.
What are the criteria?
The certification threshold for the program is 0.01 ppm (parts per million) but the product can be conditionally certified if there are no residues above 0.05 ppm, as long as a corrective action plan is implemented to achieve the desired 0.01 ppm threshold before subsequent sampling.
Who’s SCS Global Services?
Founded in 1984, SCS has been a leader in standards of sustainability and third-party certification, working with natural resources, environment, food and agriculture, consumption, and climate sectors. In partnership with businesses, government agencies, and NGOs, the company strives to advance sustainable development goals through independent assessment, the application of exact science, and innovative solutions to help promote responsible standards, recognizing companies that operate sustainably.
Why is Lufa Farms implementing this certification?
This is specifically for our partners that don't have an organic certification but still use responsible farming methods. By partnering with a credible and respected third-party company, we're being as transparent as possible so that Lufavores can make even more informed choices.