Frequently Asked Questions (FAQ)
Welcome to our FAQ page! Here, you will find answers to the most common questions about ordering, delivery, and our products. If you have any other questions, feel free to contact us!
Product Information
Q: Where do you source your products from? A: We are proud to partner with local farmers and artisans near you to bring you the freshest produce and artisanal goods! Every item in our marketplace is sourced directly from growers and makers just a few miles from you. By working closely with our partners, we ensure that your food is not only fresh and high-quality but also grown and crafted with care. When you shop with us, you’re supporting local agriculture and small businesses—making every bite a celebration of your community!
Q: How fresh are the products? A: At Roots & Fruits, we pride ourselves on delivering the freshest local produce and artisanal foods. Our products are sourced directly from local farmers and food makers, ensuring each product is harvested and prepared to order. Whether it’s farm-fresh fruits, vegetables, or small-batch goods, you can trust that everything is delivered at peak freshness—straight from the farm to your table.
Q: Are your products organic? A: All of our local growers use natural and organic practices, and some are even certified organic! At Roots & Fruits, we share a commitment to sustainable farming, avoiding harmful chemicals, and prioritizing growing fresh, high-quality produce with care. We are proud to support our farmers and our artisanal food makers' efforts in bringing you wholesome, responsibly grown and produced food.
Q: Do you offer seasonal products? A: Yes! We embrace seasonal eating by offering a rotating selection of fresh, locally grown produce and seasonal specialties. Our farm-to-table selection changes with the seasons, bringing you the freshest, most flavorful organic fruits and vegetables, along with limited-time specialty products.
Vendor Information
Q: How do you select your vendors? A: We carefully select our vendors based on a few key factors to ensure the highest quality products for our customers. We look for farmers, artisans, and local producers who prioritize sustainable practices, use quality ingredients or materials, and are committed to transparency- we conduct frequent site visits. Our goal is to work with partners who share our values and passion for providing fresh, local, and responsibly sourced products. We also consider the uniqueness of their offerings and their ability to meet our quality standards. Did you know? Supporting local vendors helps reduce carbon footprints and strengthens the community economy, making your purchases more impactful than you might think!
Q: What criteria do you use to evaluate potential vendors? A: When evaluating potential vendors, we focus on several key criteria to ensure we’re offering the best products to our customers. We conduct frequent site visits to ensure the following are met: Quality, Sustainability, Transparency, Community Impact, and Reliability.
Q: How do you ensure the quality of the products? A: We take quality seriously and we pride ourselves in it! Every product in our marketplace is carefully vetted and sourced from trusted local farmers and artisans who share our commitment to excellence. We regularly review our vendors’ practices, inspect products for freshness and consistency, and maintain open communication with our customers to ensure high standards are met. From farm to table, we’re dedicated to bringing you the freshest, highest-quality produce and artisanal goods.
Q: How can I become a vendor? A: We would love to hear from you! If you’re a local farmer or artisan interested in joining our marketplace, please reach out to us! We are always looking for partners who share our commitment to quality, sustainability, and community.
Q: Can I request specific fruits or vegetables? A: Absolutely! We are always open to hearing special requests for items you would like to see in our marketplace. Your feedback helps us plan future offerings and collaborate with our farmers and vendors to bring in new products. Feel free to share your ideas with us at [insert email]!
Q: Are there any allergens in your products? A: For artisanal food, allergen information is provided by the manufacturer and can be found in the product description. We recommend checking the details on each product page to ensure it meets your dietary needs.
Ordering & Payments
Q: How do I place an order? A: Placing an order at Roots & Fruits is easy! Simply browse our selection of fresh, local fruits, vegetables, and artisanal goods. When you find something you'd like to purchase, click on the item to add it to your cart and select the quantity. Once you are ready to checkout, select your preferred delivery day and time, click on the cart icon, review your order, and proceed to checkout. You will be prompted to enter your shipping details, select a payment method, and finalize your order. After your order is placed, you’ll receive a confirmation email with all the details. Happy shopping!
Q: What payment methods do you accept? A: We make it easy for you to shop with us! Right now, we only accept debit and credit card payments. While we don’t currently accept other payment methods, we are excited to let you know that we are working on adding EBT benefits as a payment option soon. Stay tuned – we’re here to make your shopping experience as convenient as possible!
Q: Can I pay with cash? A: At this time, we only accept payments through debit and credit cards. Unfortunately, we do not accept cash for online orders.
Q: Can I customize my order? A: Absolutely! You have full control over your order. Simply browse our marketplace, select the items you would like, and choose the quantity for each product. This way, you can create a custom order tailored to your preferences—whether it’s a few favorite items or a full week’s worth of fresh goods. Happy shopping!
Delivery & Pickup
Q: Where do you deliver? A: We currently deliver in Barstow, Helendale, Hesperia, and Victorville, CA . If you are unsure whether we deliver to your area, please reach out to us. We are always working to expand our delivery areas, so please let us know where you would like to us to deliver next!
Q: How long does delivery take? A: We are committed to delivering the freshest produce and artisanal goods, which means our local farmers and vendors harvest and make each batch to order! Therefore, we are currently only doing weekend deliveries. Ordering windows open on Monday morning and close Wednesday night at 11:59 PM. Orders placed within this window will receive weekend delivery. This process ensures your food arrives as fresh as possible, straight from the farm to your table!
Q: Do you offer Same-Day delivery or Next-Day delivery? A: At this time, we do not offer Same-Day or Next-Day delivery. However, we are actively working on implementing a faster delivery service soon! Since our products are harvested and prepared fresh to order, we currently require a bit of time to fulfill each order. Stay tuned for updates on our new expedited delivery options!
Q: How much is the delivery fee? A: Standard Delivery is just $4.99 per order! However, we offer free delivery on orders over $35 to make it even easier for you to enjoy fresh, local produce!
Q: Do you offer local pickup? A: We are excited to share that local pickup will be available soon! While we don’t have a pickup location just yet, we are working hard to bring you this convenient option. Stay tuned for updates!
Returns & Refunds
Account & Membership
Q: What is your return policy? A: Due to the nature of fresh produce and perishable goods, we do not accept returns on food items. However, if there is an issue with your order, such as damaged or incorrect items, please contact us within 24 hours, and we will make it right!
Q: What if my order is incorrect or damaged? A: If you receive the wrong items or damaged products, please contact us within 24 hours with photos, and we'll arrange a replacement or refund.
Q: How do I request a refund? A: If you need to request a refund, please contact us within 24 hours of receiving your order. You can reach us by email. Be sure to include your order number, a description of the issue, and photos if applicable (e.g., for damaged items). We will review your request. Your satisfaction is our priority, and we are here to make things right!
Q:How long does it take to process a refund? A: Once your refund request is approved, we typically process refunds within 2–3 business days. Depending on your bank, it may take an additional 3-5 business days to post on your account.
Q: Can I exchange a product? A: Due to the perishable nature of our fresh produce and artisanal goods, we are unable to offer direct exchanges. However, if you are unsatisfied with an item, please contact us within 24 hours of receiving your order. We will be happy to work with you to resolve the issue. Your satisfaction is our top priority!
Q: Do I need a membership or account to shop? A: No, you don’t! We believe in making your shopping experience as easy as possible, so we don’t require memberships or accounts to place an order. You can shop as a guest, check out quickly, and still enjoy all the benefits of fresh, locally sourced food, without the hassle. Of course, if you’d like to create an account for faster checkout and order tracking, you’re welcome to do so—it’s completely optional!
Q: What are the benefits of creating an account? A: Creating an account makes shopping easier and more rewarding! Enjoy faster checkout, order tracking, exclusive offers, wishlists, and loyalty points to earn discounts on future orders. Signing up is quick, free, and optional—shop as a guest anytime or join our community for a seamless experience!
Q: Do you offer a membership or loyalty program? A: Yes, we do! When you shop with us, you earn points for every order placed. These points can be redeemed for discounts on future purchases, making it even more rewarding to support local farmers and artisans. The more you shop, the more you save! Be sure to sign up for an account to start earning points today! It’s our way of saying thank you for being part of our community!
Q: Is my account information safe? A: Absolutely! Your security is our top priority. We use industry-standard encryption and security measures to protect your personal and payment information. Your data is never shared and all transactions are processed securely. You can shop with confidence, knowing your account information is safe with us.
Q: How do I reset my password? A: If you have forgotten your password, no worries! Simply click on the "Forgot Password?" link on the login page. You will be prompted to enter the email address associated with your account. We will then send you an email with instructions to reset your password. Follow the link in the email to create a new password and you will be all set!
Sustainability & Community
Q: How does Roots and Fruits support local farmers and artisans? A: At Roots and Fruits, we are passionate about strengthening our local food system. We support local farmers and artisans by providing them with a platform where the community can buy directly from them. By working with small-scale growers and makers, we help them reach more customers, earn fair prices for their goods, and continue their sustainable practices. When you shop with us, you’re not just getting fresh, high-quality products—you’re also investing in local businesses, reducing food miles, and keeping your dollars in the community. Together, we are making it easier to support local agriculture and handmade goods!
Q: How does shopping with Roots and Fruits benefit the local community? A: When you shop with Roots and Fruits, you are doing more than just buying fresh produce—you are directly supporting local farmers, artisans, and small businesses. Your purchases help keep money in the local economy, create jobs, and sustain small family farms and businesses. Beyond that, we are committed to strengthening our community through partnerships and initiatives that make fresh, healthy food more accessible. By choosing to shop locally, you are not only getting high-quality products but also helping to build a more connected, resilient, and sustainable food system that prioritizes reducing environmental impact.
Q: What sustainability practices do you follow and how do you minimize environmental impact? A: Sustainability is at the heart of what we do at Roots and Fruits. We prioritize working with farmers and artisans who use eco-friendly and sustainable practices, such as organic farming, regenerative farming, and responsible sourcing. To reduce waste, we have a strict inventory management, we donate surplus food whenever possible, and encourage sustainable packaging choices. By keeping our operations local, we also help cut down on carbon emissions from long-distance food transportation. Every order you place supports a more sustainable food system, helping to protect our environment while ensuring access to fresh, high-quality products.
Contact & Support
Q: How can I contact customer service? A: You can reach us via email at [insert email], call us at [insert phone number], or use our website’s contact form.
Q: What are your customer support hours? A: Our customer support team is here to help! We are available Monday through Friday, from 9:00 AM to 5:00 PM (Pacific Time). If you reach out outside of these hours, we will get back to you as soon as possible on the next business day. We’re committed to providing you with excellent service, so don’t hesitate to contact us if you have any questions or need assistance!
Q: Do you offer support in languages other than English? A: Yes, we do! In addition to English, we offer customer support in Spanish. Whether you prefer to communicate in English or Spanish, our team is here to assist you. Feel free to reach out! We are happy to help!
Q: How do I provide feedback about my customer experience?? A: We would love to hear about your experience! After each order, you will receive a short survey to share your thoughts and feedback. You can also reach out to us directly via our contact page. Your feedback is important as it helps us improve and ensures we continue offering the best possible service. We truly appreciate your time and input!
Still Have Questions?
If you didn't find the answer you were looking for, please don't hesitate to contact us. We're here to help!