On-line Shopping and Curside Pick-up: How Does it Work?

Hendersonville Community Co-op online shop-ping is designed to allow you a quick, easy, and pleasant shopping experience. Select your items, choose your pickup time, and then let us do the shopping for you! • Curbside (and in store) pickup times: 8-11 am and 2-6 pm• Orders can be placed as little as three hours ahead of time, all the way up to seven days in advance• On the day your order is scheduled, our foragers will do all that they can to ensure that you get everything you ordered as requested• In-store: Pick up at our customer service desk, register #1; • Curbside: Park in one of our designated curbside pickup spots and call us 828.693.0505!Be sure to include any notes you may want to include on the Shopping Cart page and mark ‘Allow Substitutions’ for items that you’d be will-ing to accept an alternative for, or select “Allow All Substitutions” at the top of the Shopping Cart page, just in case we are out of stock of your original item.

Our biweekly sales will begin on a Wednesday and last for 2 weeks, ending on a Tuesday. Co+op Deals can be found on our website under “Specials”

Helpful Tips to Get You Started ShoppingThere’s multiple ways to shop online with Hendersonville Community Co-op:• Use the search bar at the top and search by whatever product, brand, or type of item you’re looking for• Select a department from the top menu bar and browse by department• Whenlookingatitems,usethefiltersalong the side bar to narrow down the items by brand, department, category, sub-category, or health attribute• On your shopping cart summary page, remembertoaddanynotestospecificitemsorthe whole order in general• Be sure to check ‘Allow Substitutions’ for any items you’ll accept a similar item of (in case weareoutof stockof yourfirstchoice);youcan also select “Allow All Substitutions” at the topof theShoppingCartpageandwe’llfindtheclosest substitutions for any items that we are out of• At the end of your shopping: o Click “Curbside Pick-up” o Select the Date and Timeo Then click on “Continue”o Then select “pay at pick up” We will meet you at the curb with a mobile card reader. We will be unable to take cash or process debit. o You will then be able to review the order. o Then make sure to click “CONFIRM” andlookfortheemailconfirmation.If youhavenotconfirmed,wewillNOTseetheorderin our system.

How to Create a Shopping List

One of the great features of our online shop-ping experience is the ability to create a shopping list. Have regular items that you get every week? Create a list and you can order those at the click of a button! Or, do you need to make a list for that birthday party you’re hosting next week? No problem,youcanalsomakealistforaspecificoccasion as well and add items to the list as you remember them. There are a couple different ways you can get a list started, so you can eas-ily add items to a list wherever you are at in your shopping process:• From any item page or listing of items you will see the list button above the “Add to Cart” button when you are logged in. Click on this and you can add any quantity of that item to an exist-ing list or create a new list right from there.• From your shopping cart page, you can also select to move (and delete from your cart) any item to one of your lists, or copy an item (and keep in your current cart) to any list as well.• You can also manage your lists from your account page. You can access your account op-tions from the top right, where it says Hello, (your name). From the drop-down select “Lists”. Here you can manage the items in any of your lists. You can also select to move (and delete from your list) any item or the whole list to your shopping cart, or copy an item or the whole list to your cart as well.

E-Commerce FAQsOrdering Online

• Whatif Ican’tfindanitemonthesite?o If youareunabletofindaproductonlinebut think we carry it, add a note in the Instruc-tions box when you checkout. Enter as much information about the product as possible and wewillmakeourbestattempttofinditforyou.Keep in mind that most of our prepared foods aren’t available online.

• Can I add special instructions for items?o Yes! Do you need avocados ripe for guaca-mole today? You can add special instructions to any item in your shopping cart from the Shopping Cart page. There is also an option to put instruc-tions

• How do substitutions work?o By default we do not substitute items. From the Shopping Cart page you may select ‘Al-lowSubstitutions’foranyspecificitemsorselect“Allow All Substitutions.” Selecting this lets our foragers know that you’ll accept a similar item if the original item you selected is unavailable when we prepare your order for you. You will be charged the price of the substitute item. We carry a lot of unique products and thus not all items will have a suitable substitute.

• Is there an order minimum I need to meet?o No,however,itwouldbemostefficientif you would make the on line curbside orders enough to carry you through.

• How far in advance can I place an order for pick-up?

o Orders can be placed up to 7 days in advance.

• What about beer, wine, & spirits?o Our beverage department is available to shop online! We’ve got a large selection beer, wine, & spirits to choose from. ID verifying that you are 21 will be required at the time of pickup.

• How do I know if an item is on sale?o Sale items will have the original price struck through and show the sale price below the original price. They also will show the savings amount in the bottom corner of the product image.

• Can I change the date/time of pickup for an order I have already placed?o Please give us a call at 828.693.0505 ext 102 if you need to change the date or time of pickup for an order you’ve already placed. If it’s for a later date or time than your original order this will be no problem. If it’s for an earlier date or time, we will do our best to accommodate this change but we may not be able to process the order earlier than your originally selected date & time.

• Can I review my order once it’s been placed?o Youwillreceiveaconfirmationemailwhen you place your order that includes a list of everything you ordered. Additionally, you can log in to your account and select ‘Past Orders’. Here you can see an order you just placed as well as any previous orders. You can also easily duplicate a past order from this menu as well. If you realize you forgot an item just give us a call at 828.693.0505 ext 102 and we’ll add it to the order.

• CanIsaveanorderIhaven’tfinishedyet?o You sure can. Once you have registered for an account and logged in, any item you put in your cart will remain there until you checkout or remove the item. If you place items into your cart but have not signed into your account items in your cart will not be saved.

• How do I add an item to an order I already placed?o Just give us a call at 828.693.0505 ext 102 and we’ll gladly add that item onto the order for you.• How can I cancel an order I’ve placed?o Please call us if you need to cancel your order. 828.693.0505 ext 102• I received the wrong product. What should I do?o Our foragers will do their best to make sure you get exactly what you ask for, but we’re human and mistakes can happen. Call us at 828.693.0505 ext 102 or email us at outreach@hendersonville.coop. We’ll credit you back for the wrong product and have the right product ready for you at the store.

Billing, Payment & Pricing• What if the amount charged to my credit card is wrong?o Contact us at outreach@hendersonville.coop Please keep in mind that the order total shown online when you place the order is an estimate and often varies from the amount charged when the transaction is finalizedonpickupday.

• Can I pay for my order with a gift card?o Our current online ordering system does not allow for payment with a gift card for gift card security purposes.

• Do you have weekly specials?o We have bi- weekly. Our weekly sales begin on Wednesdays and end on a Tuesday. • Do you accept coupons for online orders?o Bring the coupons in when you come to pick up your order and we will credit your order for the appropriate items.• How is the tax for my order determined?o Online orders are taxed exactly the same as if you were shopping in the store.• Is my credit card information safe?o Your credit card information is never stored with Hendersonville Community Co-op and is never shared with any other parties. Card data input is replaced with an irreversible token in our system that has no value and all cardholder information is encrypted by the credit card processor. Pricing• You will always receive the price of an item based on your pickup date.o If an item is not on sale when you order but is on sale on your pickup date, you pay the sale price.o If in item is on sale when you order but not on sale on your pickup date, you pay the regular price.• Weighted Itemso Forweigheditemstheamountyoupaywillbefinalizedwhenweprocessyourorder on your pickup date. This may vary slightly from the weight you selected originally.

Feedback We strive to offer you a world-class online shopping experience. If you have any compliments, criticisms, or suggestions please send them to us at: outreach@hendersonville.coop