Help and FAQ

To help answer many of your questions, please refer to the FAQ below.

Orders and weekly basket

How can 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 question, visit our help page, or contact our customer service team at support@lufa.com.

What’s the difference between a Super Lufavore and a Lufavore subscription?

Super Lufavore subscription. Your weekly baskets are activated automatically and have the flexibility to cancel an activated order as needed. By choosing to become a Super Lufavore, you'll have top priority if things ever get crazy, making sure you don’t miss out on your weekly basket. You’ll also be helping us predict our weekly volume, allowing us to better manage orders for maximal freshness and minimal waste. Plus, you'll be supporting us on our road to create a better local food system and playing a key role in our mission to change the way cities eat.

Lufavore subscription. It’s up to you to manually activate a basket when you want one. This subscription type is ideal for those who only want to order a basket from time to time and often forget to customize or cancel their order. Once you activate a basket, it’s important to remember that your order will be automatically confirmed at midnight the day before your delivery. If you change your mind, you always have until 11:59 pm to cancel your order.

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 $5. 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.

Do I have to order a basket every week?

No. No matter which subscription you choose, 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.

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. If your weekly basket isn’t automatically activated, you can do so here.

2) Browse the Marketplace and add any product you want by clicking the "+" or remove products with the “-”. Note that 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 an activated 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 cancel my subscription?

To unsubscribe from our baskets, 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.

If we are closed and want to suspend your basket in the meantime, here’s how:

1) Log in to your Lufa Farms account.

2) Click on the gear icon in the top right corner of the page to get to your account settings.

3) Under the “Subscription” tab, and under “Vacation mode”, click on the “Suspend” button.

4) Make sure to suspend your deliveries until you are able to give us a call.

You can also contact our customer service team at support@lufa.com.

What we're doing in light of COVID-19

What are you doing in light of COVID-19?

Since that fateful Friday, March 13, we've been continually adapting to a new reality and have established many safety measures throughout our operations. In addition to current provincial guidelines that we’re all following, see below for a summary of the additional actions we’ve taken so far to safely navigate these times.

Around the office and in our distribution centre.

1) Stricter cleaning protocols. We've reinforced hand-washing guidelines and clean all surfaces more frequently. We also have dedicated team members who patrol our spaces to reinforce safety measures and keep surfaces clean throughout the day.

2) Masks are a must. From early on, masks have been mandatory in addition to respecting 2 metres distancing at all times.

3) Onsite nurse. Everyone who comes into the distribution centre must first visit the nurse to have their temperature taken, be checked for any symptoms, get any questions they have answered, and be provided a new mask when needed.

Changes in our delivery network.

The slow but steady return of our pick-up points. Due to business closures and provincial policies, we had to temporarily halt all pick-up point deliveries. The good news is we're back up to 200 and counting.

Restored home delivery network and 3 delivery windows. We’ve been prioritizing home delivery as we’ve rebuilt our coverage from a limited range to now serving as far as Salaberry-de-Valleyfield, Chateauguay, and L'Assomption. We also have more delivery windows so Lufavores can pick which one best fits their schedule.

Safety first and feedback from Lufavores. For the most part, each delivery is contactless - you can leave your previous basket outside your door and your driver will make the exchange. Drivers are currently allowed to enter apartment buildings to deliver your basket to your door, but that may change if the government issues new guidelines. Our delivery partners regularly check in with feedback given directly from Lufavores via our updated basket and delivery rating system (found at the top of the Marketplace).

We're closely following the evolving situation and continuing to implement any new sanitary measures recommended by the provincial and national governments. For more information regarding the novel coronavirus, please visit https://www.quebec.ca/en/2019-coronavirus and https://www.canada.ca/en/coronavirus.

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 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 vision. We are always seeking to join forces with passionate and professional partners that share our vision to provide unique local, sustainably produced, high quality (and whenever possible, artisanal) products that offer an unparalleled experience and value to Lufavores.

Please email partners@lufa.com 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.

We developed a community of hundreds of 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 support@lufa.com: business name and type (retail, café, yoga studio, etc.), address, contact person, phone number, hours of operation, day or days of the week you would be interested in being a pick-up point, accessibility (number of stairs, loading area).

I know a great rooftop.

If you know of a great rooftop that we could use to build a greenhouse, please provide us more information by emailing buildings@lufa.com and including: contact name, phone number, address of the building, type of building, number of floors, size of the building, and measured rooftop area.

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 page.

Can I visit your greenhouses?

If you'd like to visit one of our rooftop greenhouses please send an email to visites@lufa.com 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: no synthetic pesticides, herbicide, or fungicide.

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 (nothing ends up in the sewers).

2) Grow 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 support@lufa.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 and 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.

Order issues and additional information

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.

Contact us