Frequently Asked Questions

Getting started is easy:

1. Click "Get $200 Off" or visit our subscription page
2. Choose your box size (M, L, XL, XXL) or select "Build Your Own"
3. Select your delivery day and frequency
4. Create your account
5. Your first box ships with $40 off automatically applied!

Welcome Bonus: You'll instantly receive 150 loyalty points ($22.50 value) just for signing up!

Your first Fresh Box includes:

• Certified organic produce - Mix of fruits, vegetables, and herbs based on your box size
• QR codes on fresh items - Scan to see farm location, harvest date, and certification
• Partner vouchers (4-6) - Worth $150+ in wellness service discounts
• Welcome guide - How to maximize your rewards and benefits
• Recipe cards - Seasonal recipes featuring your box contents
• $40 OFF - Your first welcome discount already applied!

Curated Box Prices:

• Medium Box: $65 - $85 (serves 2-3 people)
• Large Box: $95 - $115 (serves 3-4 people)
• XL Box: $125 - $145 (serves 4-5 people)
• XXL Box: $155 - $175 (serves 5-6 people)

Build Your Own: Choose exactly what you want, pay for what you select

Delivery: $12 flat rate (FREE on orders over $180)

Minimum Order: $60

NEW SUBSCRIBER DISCOUNT: Get $40 off each of your first 5 orders (over $100) = $200 total savings!

Bottom Line: Subscribers get 5-10x more value. Plus you can cancel anytime!

No! Zero commitment required.

You can:

• Skip deliveries anytime
• Pause your subscription for 1-3 months
• Cancel with no penalty or fees
• Change your box size or contents
• Switch delivery days

Note: To get the full $200 welcome discount, you need to complete your first 5 orders (but you can space them out however you like!).

Complete transparency - you'll always know your discount status!

How it works:

• Eligibility: $40 off each of your first 5 orders (orders over $100 only)
• Automatic: Discount applies automatically at checkout
• Tracking: Your account dashboard shows exactly which discounts you've used
• Maximum: 5 discounts per customer (total $200 savings)

What you'll see:

Important notes:

• Discount only applies to orders over $100 (box + any add-ons)
• If your order is under $100, discount doesn't apply (but you don't lose it!)
• You can see your discount status anytime in your account dashboard
• After 5 uses, the welcome discount expires (but loyalty rewards continue!)

Example: If you order a Juice Box ($52), it's under $100, so no discount applied. Your discount remains available for a qualifying order!

Subscription Orders Only: 3 points per $1 spent

Example: $100 order = 300 points earned

Note: Loyalty points are only available for subscription orders. One-time purchases do not earn points.

Bonus Point Opportunities (Subscribers Only):

• Welcome Bonus: 150 points ($22.50 value) - instant when you subscribe
• Birthday Bonus: 300 points ($45 value) - during your birthday month
• Loyalty Streak: 50 points - every 3 consecutive orders without skipping
• Review Rewards: 25 points - for each product/box review you leave

Annual Earning Potential: $450+ in points from orders + $92.50 in bonuses = $542.50/year

Redemption Rates:

• 100 points = $15 credit
• 200 points = $30 credit
• 400 points = $60 credit
• 1000 points = $150 credit

How to Redeem:

1. Log into your Fresh Box account
2. Go to "Loyalty Rewards"
3. Choose your redemption amount
4. Credit is instantly added to your account
5. Use on any future order

That's a 15% return on your spending!

As long as your subscription is active, your points NEVER expire.

Important notes:

• ✅ Points remain if you PAUSE your subscription
• ✅ Points remain if you SKIP deliveries
• ⚠️ If you CANCEL, you have 90 days to reactivate and keep your points
• ❌ After 90 days of cancellation, points are forfeited

Pro Tip: Pause instead of cancel to keep all your rewards!

You get rewarded for loyalty at these delivery milestones:

Total Milestone Value: $160+ in first year

YES! Subscribers automatically get 10% off ALL add-ons! 🎉

This applies to premium items like:

• 🍞 Artisan sourdough bread
• 🥚 Free-range eggs
• 🧀 Specialty cheeses
• 🍯 Raw honey
• 🫒 Organic olive oil
• 🥛 Organic dairy products

Annual Savings on Add-Ons: If you add $30 worth of extras each week, you save $156/year just from the 10% discount!

Note: One-time purchasers pay full price for all add-ons. The 10% discount is an exclusive subscriber benefit.

It's simple: Give $40, Get $40

How it works:

1. Get your unique referral link from your account
2. Share it with friends and family
3. They get $40 off their first subscription order
4. You get $40 credit after their first delivery

Key Benefits:

• ✅ UNLIMITED referrals (no cap on earnings)
• ✅ Instant credit (as soon as their first box delivers)
• ✅ Easy sharing (Facebook, Instagram, WhatsApp, email)
• ✅ Track all referrals in your dashboard

Example: Refer 10 friends = $400 in credits. That's almost 2 months of free organic produce!

Here's how we help your family eat healthier while saving money:

Welcome Discount	$200
Loyalty Points You Earn	$1,350
Bonus Points	$92.50
Milestone Rewards	$60
Savings on Add-Ons	$150
Wellness & Lifestyle Benefits	$3,300
TOTAL VALUE FOR YOUR FAMILY	$5,152.50

You get back more in rewards and wellness benefits than you spend on fresh, organic produce!

Based on typical family spending $250/month ($3,000/year) on healthy, organic food.

Fresh Box subscribers get exclusive discounts (25-50% off) at 50+ wellness and lifestyle businesses across Brisbane and Sunshine Coast region.

Partner Categories:

• Health & Wellness: Nutritionists, naturopaths, massage, physiotherapy
• Recovery & Fitness: Ice baths, infrared saunas, yoga, personal training
• Mental Wellness: Meditation, counseling, sleep therapy, sound healing
• Lifestyle & Tourism: Eco-retreats, farm tours, organic restaurants
• Health Products: Supplements, skincare, essential oils

Average Monthly Value: $275 - $300 in wellness savings

Annual Value: $3,300+

Vouchers are included in every box delivery:

1. Find vouchers: Located in a special insert in your Fresh Box
2. Choose service: Pick from 4-6 partner vouchers included
3. Book/Purchase: Call or visit partner and mention Fresh Box
4. Present voucher: Show physical voucher or quote code
5. Get discount: Automatically applied at checkout

Digital Backup: All vouchers are also in your online account portal, so you can access them anytime, anywhere.

Voucher Validity: 3 months from delivery date (extended as long as subscription is active)

Partners rotate monthly for variety. This month's featured partners include:

Health & Wellness:

• Brisbane Nutrition Clinic - 40% off consultations ($80 savings)
• Sunshine Coast Naturopathy - 35% off visits ($70 savings)
• Maleny Remedial Massage - 30% off sessions ($35 savings)

Recovery & Fitness:

• Brisbane Recovery Centre - 50% off ice bath ($25 savings)
• Paddington Infrared Sauna - 45% off sessions ($30 savings)
• Gold Coast Yoga Studio - 35% off classes ($17 savings)

And many more! See the full partner directory in your account.

No, partner benefits are exclusive to Fresh Box subscribers.

This is one of the biggest reasons to subscribe vs buying one-time:

• ❌ One-time customers: No partner access
• ✅ Subscribers: Full access to 50+ partners with 25-50% off

The partner benefits alone ($3,300/year value) are worth more than your subscription cost!

Subscribe now to unlock partner access →

Geographic Coverage:

• Brisbane Metro: 25 partners
• Sunshine Coast: 25 partners

Online Partners: Many partners offer telehealth/online services, so location doesn't matter!

Examples:

• Online nutritionist consultations
• Virtual meditation classes
• Supplement delivery (anywhere in Australia)
• Online skincare orders with discount codes

Check your account for partners near your postcode!

Real Example - Monthly Usage:

Service	Discount	Savings
Nutritionist (quarterly)	40% off	$27/month
Yoga (2x/month)	35% off	$21/month
Ice bath (weekly)	50% off	$100/month
Massage (monthly)	30% off	$36/month
Supplements (monthly)	35% off	$40/month
Organic restaurant (2x)	25% off	$30/month
MONTHLY SAVINGS		$254/month

That's $3,048/year in wellness savings!

And that's just using 6 of the 50+ available partners.

Farm tracking is Fresh Box's unique transparency feature - you can see exactly where every fresh produce item came from.

How it works:

1. Every fresh produce item has a QR code sticker
2. Scan the QR code with your phone camera
3. Instantly see:
   • Farm name and location
   • Distance from your home (all within 100km)
   • Exact harvest date
   • Organic certification number
   • Map showing farm location

Why it matters: No other produce delivery service offers this level of transparency. You know your food's journey from farm to table.

It's super easy:

iPhone Users:

1. Open your Camera app
2. Point camera at QR code
3. Tap the notification that appears
4. Farm info opens in your browser

Android Users:

1. Open your Camera app or Google Lens
2. Point at QR code
3. Tap to view farm information

No app download required! Your phone's built-in camera can scan QR codes.

All fresh produce items (fruits, vegetables, herbs) have QR codes.

Items with QR codes:

• ✅ All fruits
• ✅ All vegetables
• ✅ All herbs and greens
• ✅ Fresh bunches (carrots, radishes, etc.)

Items without QR codes:

• Packaged pantry items (bread, dairy, eggs)
• Pre-packaged products

However, all products are certified organic and sourced from local suppliers.

Yes! All fresh produce comes from certified organic farms within a 100km radius.

Benefits of local sourcing:

• Fresher: Harvested within 7 days of delivery (often 2-3 days)
• Lower carbon footprint: Less transport = better for environment
• Support local: Your money stays in the QLD community
• Better taste: Shorter time from farm = better flavor and nutrition
• Know your farmers: You're supporting families you can actually meet

Brisbane subscribers: Farms in Sunshine Coast, Lockyer Valley, Scenic Rim

Sunshine Coast subscribers: Farms in hinterland regions (Maleny, Montville, Eumundi)

Yes! Many of our partner farms offer tours and experiences.

Farm Tour Options:

• Guided farm tours (see where your food grows)
• Harvest experiences (pick your own produce)
• Farm-to-table dinners
• Educational workshops
• Kids' farm days

Subscriber Benefit: Get 35% off all farm tour experiences with your Fresh Box partner vouchers!

To book: Check your partner directory for "Farm Tours & Experiences" or contact us for farm visit arrangements.

We deliver across Southeast Queensland in 4 delivery zones:

1. Sunny Coast Coastal (Tuesday & Thursday)

• Caloundra, Kawana, Mooloolaba, Maroochydore, Alexandra Headland, Coolum, Peregian, Noosa

2. Central Hinterland (Thursday only)

• Maleny, Montville, Flaxton, Mapleton, Kenilworth, Eumundi, Yandina

3. Hinterland South (Wednesday only)

• Beerwah, Landsborough, Palmwoods, Woombye, Nambour, Bli Bli

4. North Brisbane (Wednesday only)

• Caboolture, Morayfield, Burpengary, Narangba

Not sure if we deliver to you? Contact us at [email protected] or call 0490 489 122 with your postcode.

Delivery days depend on your zone:

Delivery Schedule by Zone:

• Sunny Coast Coastal: Tuesday & Thursday
• Central Hinterland: Thursday only
• Hinterland South: Wednesday only
• North Brisbane: Wednesday only

Delivery Hours: 7am - 6pm

Delivery Vehicle: Refrigerated vans to keep everything fresh

Order Cutoff: Please have your order placed by 3pm the day before your scheduled delivery day.

Example: For Tuesday delivery, order by 3pm Monday.

Delivery Tracking: We'll update you via text with your delivery arrival time and when it's been delivered to your door.

Delivery Pricing:

• Standard Delivery: $12 flat rate
• FREE Delivery: On orders over $180
• Minimum Order: $60 (we reserve the right to cancel orders under $60)

Examples:

• Small box ($75) + Delivery ($12) = $87 total
• Medium box ($110) + Delivery ($12) = $122 total
• Large box ($160) + Delivery ($12) = $172 total
• XL box ($190) + FREE delivery = $190 total ✓

Pro Tip: Add a few extras to get over $180 and save $12 on delivery!

Contact: Questions about delivery? Email [email protected] or call 0490 489 122

No problem! We have several options:

IMPORTANT: Please leave out a cold box for any fridge items.

This helps maintain freshness if you're not home during delivery.

1. Safe Place Delivery:

Specify a safe place during signup (front porch, side gate, etc.). We'll leave your box there.

2. Cold Box for Refrigerated Items:

Leave out a cooler, esky, or cold box for dairy, meat, and other fridge items. Our drivers will place refrigerated items directly in your cold box to keep them fresh.

3. Delivery Instructions:

Provide specific instructions in your account:

• "Leave at side gate, cold box is on the left"
• "Ring doorbell and wait"
• "Put fridge items in esky on porch"
• "Leave with neighbor at #42"

4. Workplace Delivery:

Have your box delivered to your office instead!

Delivery Hours: 7am - 6pm

Delivery Vehicle: All deliveries are made in refrigerated vans to maintain freshness.

Need help? Contact us at [email protected] or call 0490 489 122

Yes! You get real-time delivery tracking.

Tracking timeline:

1. 2 days before: "Your box is being prepared"
2. 1 day before: "Your box is packed and ready"
3. Morning of delivery: "Out for delivery - arriving today"
4. During delivery: "Driver is 5 stops away"
5. After delivery: "Delivered at [time] to [location]" + photo proof

Notifications via:

• Email updates
• SMS alerts (optional)
• App push notifications (if you have our app)

We guarantee 100% satisfaction. If anything is damaged or not up to standard, we'll make it right immediately.

What to do:

1. Take a photo of the damaged item
2. Contact us within 24 hours:
   • Email: [email protected]
   • Phone: [PHONE_NUMBER]
   • Chat: In your account portal
3. We'll either:
   • Send a replacement in your next delivery (free)
   • Issue an instant credit to your account
   • Refund the item cost

No questions asked. No hassle. We just make it right.

You have complete flexibility to customize every order!

To change your box:

1. Log into your Fresh Box account
2. Go to "Upcoming Orders"
3. Click on your next delivery
4. Choose from:
   • Change box size (M, L, XL, XXL)
   • Swap items (up to 3 free on curated boxes)
   • Add extra items
   • Switch to Build Your Own
5. Save changes

Deadline: Changes must be made by 11:59pm, 3 days before your delivery day.

Email reminders: We'll send you a reminder 5 days before each delivery so you never miss the deadline!

Skip anytime - it's super easy:

1. Log into your account
2. Go to "Upcoming Orders"
3. Click "Skip This Delivery"
4. Confirm

Important:

• ✅ No penalty for skipping
• ✅ Keep all your points and progress
• ✅ Keep partner access
• ✅ Skip as many deliveries as you want
• ⚠️ Must skip before the 3-day deadline

Loyalty streak note: Skipping breaks your consecutive order streak for bonus points, but you don't lose any existing points.

Pause for 1-3 months while keeping all your benefits:

1. Log into your account
2. Go to "Subscription Settings"
3. Click "Pause Subscription"
4. Choose pause duration (1, 2, or 3 months)
5. Confirm

What happens when you pause:

• ✅ No deliveries during pause period
• ✅ No charges during pause
• ✅ Keep ALL loyalty points
• ✅ Keep partner access (vouchers remain valid)
• ✅ Keep milestone progress
• ✅ Auto-reactivates after pause period

You can restart anytime with one click - no need to wait for the pause period to end!

Pro Tip: Pause instead of cancel to keep all your rewards!

You can cancel anytime with zero penalty.

To cancel:

1. Log into your account
2. Go to "Subscription Settings"
3. Click "Cancel Subscription"
4. Tell us why (helps us improve)
5. Confirm cancellation

What happens when you cancel:

• ✅ No more automatic deliveries
• ✅ No more charges
• ⚠️ Lose access to partner benefits
• ⚠️ Points expire after 90 days
• ⚠️ Milestone progress resets
• ⚠️ Lose 10% add-on discount

Before you cancel, consider:

Want to come back later? You can reactivate anytime, but you'll start fresh (new points, new progress, lose VIP status if you had it).

Yes! Change your delivery schedule anytime.

Delivery Frequency Options:

• Weekly (every week)
• Fortnightly (every 2 weeks)
• Monthly (every 4 weeks)

To change:

1. Log into account
2. Go to "Subscription Settings"
3. Select new frequency or delivery day
4. Save changes

Delivery Day: Your delivery day is based on your postcode. If you need a different day, contact us and we'll see what we can do!

VIP Subscribers get priority scheduling and can request specific delivery time windows.

We accept all major payment methods:

• ✅ Visa
• ✅ Mastercard
• ✅ American Express
• ✅ PayPal
• ✅ Apple Pay
• ✅ Google Pay
• ✅ Afterpay (for orders over $100)

When are you charged?

Your payment method is charged 2 days before your delivery ships. You'll receive an email confirmation of the charge.

Security: All payments are processed securely through Shopify Payments with industry-standard encryption.

Update payment method: Account → Payment Settings → Update Card

Dietary & Health Badges:

• CO - Certified Organic (ACO certified, no synthetic pesticides or GMOs)
• SF - Sulphate Free (no sulphur dioxide preservatives)
• OG - Organically Grown (organic farming practices)
• GF - Gluten Free (safe for celiac/gluten sensitivity)
• V - Vegetarian (no meat or fish)
• DF - Dairy Free (no milk or dairy products)

Allergen Free Badges:

• VF - Vegan Friendly (100% plant-based, no animal products)
• NF - Nut Free (free from tree nuts and peanuts)
• WF - Wheat Free (no wheat ingredients)

Origin & Sourcing:

• OI - Organic Imported (certified organic from overseas)
• Local - Sourced within 100km of our facility

Certified Organic (CO) means the product is certified by Australian Certified Organic (ACO), Australia's largest certifier.

Requirements include:

• No synthetic pesticides, herbicides, or fungicides
• No genetically modified organisms (GMOs)
• No synthetic fertilizers or sewage sludge
• No irradiation or synthetic food additives
• Annual farm inspections and soil testing
• 3-year transition period for conventional farms

Why it matters: Organic certification ensures the highest standards for environmental health, soil quality, and food safety.

We maintain strict verification processes:

1. Supplier Verification: All suppliers must provide current ACO certification documents
2. Chain of Custody: We track products from farm to delivery to maintain integrity
3. Regular Audits: Independent third-party audits verify our processes
4. Batch Testing: Random testing ensures no contamination or mislabeling
5. QR Code Tracking: Every item is traceable back to its farm of origin

You can scan the QR code on any produce item to see the farm's certification status and details.

Certified Organic (CO):

• Officially certified by ACO or equivalent body
• Annual inspections and testing
• Can legally use "Certified Organic" label
• Higher cost due to certification process

Organically Grown (OG):

• Grown using organic methods but not formally certified
• Often from small farms in transition to certification
• No synthetic chemicals or GMOs used
• Lower cost (no certification fees)
• We personally verify farming practices

Our commitment: Both meet our high standards. OG items are often from small family farms who can't afford expensive certification but grow using the same ethical practices.

Our sourcing priorities (in order):

1. Local + Certified Organic (Best): Grown within 100km AND ACO certified
2. Local + Organically Grown: Within 100km, organic practices, not certified
3. Regional Organic: From Brisbane and Sunshine Coast region, certified organic
4. National Organic: Australian-grown, certified organic
5. Imported Organic (OI): Only when local/national not available seasonally

Current stats:

• 87% of produce is local (within 100km)
• 92% is certified organic (CO)
• 96% is grown in Australia
• 100% meets our ethical standards

Items like avocados, bananas, and citrus may come from regional Queensland farms (200-300km) during off-season.

Multiple badges indicate a product meets several certification standards simultaneously.

Common badge combinations:

CO + V + DF + GF (e.g., organic kale):

• Certified Organic
• Vegetarian (plant-based)
• Dairy Free (no dairy)
• Gluten Free (no gluten)

CO + VF + NF + SF (e.g., organic quinoa):

• Certified Organic
• Vegan Friendly (100% plant-based)
• Nut Free (safe for nut allergies)
• Sulphate Free (no preservatives)

Why this matters: The more badges, the more dietary needs the product satisfies. Great for customers with multiple dietary requirements or allergies.