Ordering Information:

ORDERS MAY ONLY BE PLACED FOR THE NEXT UPCOMING PICKUP DAY FOR YOUR DROP LOCATION CHOICE 

The Order Deadline Is 7 Days Ahead of Pickup Day

• Below is our list of Drop Locations. 
• No need to contact us before placing your order and no sign up or shipping fees. 
• There is a non-refundable $2 handling fee per order. (If you place an order and then cancel it, this fee will not be included in the refund.) 
• Orders must be picked up by 8pm on pickup day unless you have made prior arrangements with the host to keep your order cold for late pickup. 
• Picking up after 8pm on pickup day runs the risk of your order having quality or availability issues, and that is your responsibility. 
• If you need to cancel an order, please contact us no later than the Thursday before pickup day.

Pickup Instructions & Drop Locations:

• Instructions for pickup and the complete drop location address are sent in a separate email (the day before pickup) after placing your order. 
• IT IS REQUIRED to read and follow ALL pickup instructions. 
• Pickup day, location and timeframe could change with short notice if a situation arises that necessitates it. 
• ALWAYS check your emails for info and updates before heading to the drop location.

Find out how our Drop Locations work and FAQ at the bottom of this page.

How do your Drop Locations work?

A residence or business hosts a place for us to drop off a whole group of customer orders in one neighborhood.  All of the customers come to that place to pick up their orders. You are not required to contact the host before placing your first order. Choose a location at checkout.  

How do I join a Drop Location?

There is no cost to join a drop location and no commitment to buy. Create an account, choose the Drop Location you prefer at checkout and place your order by 5 a.m. the week before you would like to pickup your order. If your order is for a Monday drop, your order will need to be placed by 5 a.m. on Monday for the following week. If it's a Tuesday drop, it will need to be placed by 5 a.m. Tuesday, and so on.

How are orders placed?

Place your order by 5 am. one week ahead/7 days in advance. Pay using your account with our Online Store. No cash is exchanged or carried - the driver will just drop off the group's order within the specified drop off time for each location.

No advance/ahead/future orders. Due to the nature of small family farm product availability, orders may only be placed for the next upcoming delivery to your Drop Location.

How will I pay for my order?

Payment is required (using credit/debit card) when your order is placed online, about a week ahead of pickup at the Drop Location you chose. The only fee is a non-refundable $2 handling fee. There are no shipping/delivery fees and no Drop Location fees.

Why do you charge a non-refundable $2 handling fee?

We are a small family business and we travel all over the state picking up the best quality products. Our margins are not that large, so we charge the $2 fee per order to cover handling costs.

How do I start a new Drop Location?

If a Drop Location does not exist in your area, contact us and we’ll be happy to look into helping you get one started. We visit the potential site and meet with the potential host(s). The host earns free milk depending on the size of the delivery. If you're interested in starting something in your area, in most cases we have a list of people who have expressed interest in being notified if a Drop Location starts up in their area.

Is there a minimum order requirement to create a Drop Location?

The minimum order quantity is about 25 gallons every time we deliver, depending on proximity to our current route.

How do I become a Drop Location Host?

A minimum of about 25 gallons is required per delivery to start up a new location within the Puget Sound area. If you are in a rural area that is outside of our normal service area, it would require more. If you have already rallied your friends and neighbors to consistently order, please contact us so we can look at logistics to see if this will work for both of us!

Is there a minimum order requirement to create a Drop Location?

The minimum order quantity is about 25 gallons every time we deliver, depending on proximity to our current route.

How do I become a Drop Location Host?

A minimum of about 25 gallons is required per delivery to start up a new location within the Puget Sound area. If you are in a rural area that is outside of our normal service area, it would require more. If you have already rallied your friends and neighbors to consistently order, please contact us so we can look at logistics to see if this will work for both of us!

How do I become a Drop Location Host?

A minimum of about 20 gallons is required per delivery to start up a new location within the Puget Sound area. If you are in a rural area that is outside of our normal service area, it would require more. If you have already rallied your friends and neighbors to consistently order, please contact us so we can look at logistics to see if this will work for both of us!

What are the host’s responsibilities?

Understand how the cutoff time to get orders in for your drop works, the driver's delivery responsibilities, protocol for customer pickup, what to do if a customer accidentally takes the wrong product, and the refund policy. Ability to be flexible with delivery changes. Positive and helpful attitude. Be available in person or by phone to help customers find their orders. Store our cooler(s) at your location or provide your own. Clean the coolers or (outdoor accessible) fridge after each delivery day. Contact customers in case of delivery delays, issues with product delivery to the host's location, accidental customer pickups/swaps, or if an order is not picked up by the customer before 8pm on delivery day. Provide ice packs, frozen water jugs, etc, to keep products cold. Milk is to be stored in temperatures between 34 – 38 degrees at all times. We have a wonderful community of customers. If your group wishes to create your own system for communication/networking/sharing of resources, go for it!

I used to be able to place an order on your website using PayPal, why am I unable to choose this option?

PayPal recently changed their policies in such a way that does not align with our values. 

What if there is a problem with my order?

Verify the order on the order sheet at your Drop Location and check for any written notes about your order. If the sheet is correct, contact the host first for assistance in finding your product(s)If the sheet is incorrect, do not take a different product, please contact us immediately

What if there is a recall on a product?

We try to be as transparent as possible-with the nature of the raw food business, we have to be prepared just in case there is a recall. If we are given information on an event and it has been confirmed, our goal would be to contact all stores and individual customers within 24 hours. We would cross reference the dates in question and email customers who have ordered directly from us and call stores to pull the product. A refund or replacement would be offered (once the event is over) to anyone who puts in a request.

What is your refund policy?

The $2 handling fee is non-refundable, but we understand if you place an order by mistake or you change your mind and want to cancel an order. Please contact us ASAP, by the Thursday before pickup day, to receive a refund for the products on your order. 

Not all cancellation requests can be accommodated. 

If it was already delivered, it will not be refunded as the order has already been filled. If you create a subscription by mistake, or skip the incorrect date on your subscription if you're out of town, etc, your order will not be refunded if it has already been delivered.

Any orders picked up after 8pm on pickup day are not eligible for refunds. Picking up after 8pm on delivery day runs the risk of your order having quality or availability issues, and that is your responsibility.

Refund requests for quality issues are due the same day as pickup. Please include the order#, any applicable photos and email us at Office@HeritageFamilyWholesale.com. 

Our drivers document our deliveries with photos as well as order sheets-if any items are unavailable and not delivered, the order sheet and photos should reflect that and refunds processed automatically.

Still have questions? Please contact us to see if we can help!