FREQUENTLY ASKED QUESTIONS

WHERE ARE YOU BASED?

Our offices are in Hermanus, from where we manage three online stores.  But we work countrywide with local family farmers.

PRODUCT STORAGE

Our meat is packed fresh and then frozen to ensure that the quality is correct, and the cold chain is never broken. All our fresh produce are handled and transported at carefully regulated temperatures to ensure that the products maintain their freshness and integrity. Once a delivery has been made, the responsibility is with the customer to ensure that the products are refrigerated/frozen immediately and stored correctly. The cold chain is never broken at any point.

HOW DOES DELIVERY WORK?

Delivery is a flat fee of R100.00 per order.

Our farmers pack all meat products in Farm-To-Plate boxes, and all meat gets delivered to your front door in cool trucks.  The meat are frozen and safe.

Most of our farmers deliver once a month, usually in the first week of the month.  Orders need to be place by the end of each month.

Farmer Hendri of the Swartland (Western Cape delivery), does deliver weekly.  Order by a Tuesday.

After your purchase went through successfully you will receive a SMS /e-mail that your order has been successfully placed. You will be notified via a SMS/e-mail when your delivery will take place, date and time. You will receive your order in approximately 7 working days after the closing date of the orders. You will receive a SMS/ e-mail the day before your delivery that your order is ready to be shipped. You will receive a SMS / phone call to confirm delivery time . You will receive a SMS once delivery has taken place.

WHAT HAPPENS IF I PLACED AN ORDER BUT WOULD LIKE TO CANCEL?

Once an order has been placed and payment confirmed the order is set to be processed. We can entertain cancellations within 24 hours after initial order.

WHAT HAPPENS IF I HAVE ORDERED AN ITEM, BUT IT IS NOT AVAILABLE

Due to the complex nature of our products it may happen that some items could not be made available by the specific farmer for a specific delivery week. It may happen that a farmer might have a shortage of a certain item, we will only know this once we have order confirmation from the farmer. Should this happen we will contact you for an alternative product from a different farmer or your account will be credited, and we will make every effort to get the item to you on our next available delivery cycle, or we will refund the specific amount to your account.

WHAT IF SOMETHING IS INCORRECT WITH MY ORDER THAT HAS BEEN DELIVERED?

It is the customers’ responsibility to check their order upon arrival and make sure that everything is correct, should it not be, we should be notified within 12 hours after delivery and we will rectify what might have gone wrong.

RETURN OF PRODUCT ONCE DELIVERED

Our policy has a 12-hour timeframe. Unfortunately, we cannot offer you a refund once the 12 hours have expired.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or should you wish be credited to your farm-to-plate account for use of your next purchase.

Should you not receive a refund, please follow the following steps: 1. First check your bank account again. 2. Then contact your credit card company, it may take some time before your refund is officially posted. 3. Next contact your bank. There is often some processing time before a refund is posted. 4. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@farmtoplate.co.za.

We will arrange the return & delivering of your returned item to our distribution point.

OUR LAMB

A-Lamb from the Karoo, Free state A-Lamb , Eastern Cape A-Lamb, A-Lamb from the Swartland, Western Cape and House Brand A-Lamb from Gauteng

OUR RED MEAT

A-Class Red Meat from Bedford and Adelaide in the Eastern Cape, A-Class from Koppies in the Free State. House Brand from Pretoria in Gauteng.

OUR CHICKEN

Free State Grainfed Chicken or House Brand from Gauteng and Western Cape.

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