Help and FAQ

We truly cannot thank you enough for standing by us as we navigate this situation together. To help answer many of your questions, please refer to the FAQ below. The first section is dedicated to questions regarding COVD-19. You can also check our blog for detailed and continued updates.

Current Situation

Why did you switch to a first-come, first-served system?

In light of the current situation, we've had an increase in baskets and larger orders. This sudden increase in volume and operational challenges brought on by the current crisis rapidly pushed us beyond our internal capacity. Because we don't want to have to cancel baskets, we’ve decided to place a cap on the number of orders we deliver per day. We’ve modified the system to be first-come, first-served to give everyone an equal chance at getting an order.

If you are unable to create a basket, it’s due to one of the following reasons:

1) You’re either outside the range for home delivery or our current pick-up points are a bit too far for you.

2) We’ve reached our capacity for home delivery or our pick-up points. You can keep checking back to see if a spot has opened up until midnight the day before your delivery. You can also use our "Second basket" feature to activate an order for an alternate day the same week.

While things are stabilizing, our temporary system is running smoothly. We're not sure when things will be back up and running as they were before but we'll continue to update you as the situation unfolds.

Does everyone have an equal chance of getting a basket?

Yes, except those who live outside of our home delivery zone or may be too far from our active pick-up points. You'll be able to check if you can receive a basket by logging in to your Marketplace when it opens and entering your address. We're opening new embassy pick-up points in cities across Quebec each week, so keep an eye out to see if one opens near you.

Everyone (regardless of your preferred delivery method) is in the same boat. When you receive the email letting you know your Marketplace has opened, you’ll have to follow the link and activate your order first come, first served. However, with our capacity increasing weekly, it has become easier to snag a basket. If your usual delivery day is sold out, you can use the Second basket feature to check if there are spots left for another day - we now deliver 7 days a week!

I missed out on getting a basket this week, will more spots become available?

There’s a good chance! If someone cancels their basket before the Marketplace closes, a spot might become available for you, so keep checking back. We’re also actively working to increase daily capacity and expand our delivery coverage as we stabilize operations in these times. If your preferred delivery day is full, you can try to activate an order for a different day that same week using our "Second basket" feature - we now deliver 7 days a week!

I’ve tried contacting you, why haven’t I gotten a reply yet?

Our customer service team is currently dealing with a high volume of requests. While they are doing their best to respond to all inquiries, it may take some time for them to get back to you, and we apologize for the wait. We would ask that you refrain from contacting customer service more than once for the same issue to help us keep the volume of requests as low as possible.

I have default home delivery, do I still need to reserve a spot?

Yes, everyone must reserve their spot, no matter their default delivery settings.

Is my region within the delivery zone?

If you'd like to receive home delivery, it's available to all Montreal residents, including those living in many of its suburbs. Most recently, we’ve expanded our coverage to the following cities:

1) Salaberry-de-Valleyfield

2) Beauharnois

3) L'Assomption

4) Châteauguay

We've also opened up pick-up points from Gatineau to Quebec City and we’re adding new locations weekly so keep checking the pick-up point map.

Weekly Basket and Ordering

How do I cancel my basket?

If you haven’t been able to activate your order this week, you don’t have to cancel it - no order will be created for you and we won’t charge your credit card.

If you’ve activated a basket and you want to cancel it, you can do so through your account settings. However, please note that due to the demand and our current first come, first served system you won’t be able to reactivate this week’s order if you decide to cancel it. However, you can activate a second basket for a different day that week.

Can I change my pick-up point for home delivery or vice versa?

Once you've successfully activated your order for the week and chosen either home delivery or a pick-up point, you can’t change your delivery preference for that specific order. However, you’ll be able to select a different delivery method when you activate your order next week, depending on availability.

You can change your default delivery preference in your account settings when your Marketplace is closed, but note that this doesn't guarantee you a basket and you'll still have to activate your order using the first-come, first-served system for the time being.

How can I cancel my subscription?

We’re sorry that you’re thinking about leaving us - we know it’s been crazy lately.

Please give our customer service a call at 514-669-3559 to cancel your account, anytime Monday to Friday, between 9:00 am and 6:00 pm. You can also send a message to your dedicated customer service representative in the help section of your account settings and they’ll give you a call as soon as they can.

General Questions

I want to work at Lufa Farms.

All of our job postings are listed on our “Careers” page. To apply, email us at hr@lufa.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?

We appreciate your interest in what we do! Unfortunately we don't host volunteers here at Lufa Farms. If you wish to join the team, check out our current job openings.

I am with the media. Can I request an interview?

If you’re with the media (reporter, journalist, host, researcher, etc.) and would like to book an interview with a Lufa Farms spokesperson, send an email directly to our public relations team, at pr@lufa.com. In the meantime, consult our press kit.

Order Issues and Refunds

If your order was incomplete or you received a product you are not satisfied with, let us know by clicking the button on the right. For any other concern, please contact your dedicated customer service representative through the help section of your account settings.

Report an issue