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Hawaiʻi Farm-to-Car Terms of Service:


General FAQ

What is the refund policy? 
Customers are responsible for checking their items at the time of pickup. If an item is unsatisfactory at that time, it can be removed from the order, and store credit will be issued.

Refunds must be requested within 48 hours of pickup using our Return & Refund Request Form. 

For requests made outside our regular pickup hours, a clear photo or video of the issue is required. Requests submitted after Friday of the same week will be reviewed on a case-by-case basis.

Eligible refund or store credit requests will be processed within 2 business days.

Please note:

What if I can’t pick up my order?

If an emergency prevents you from picking up your order on Wednesday, please contact us as soon as possible. A $20 fee will be charged to arrange an alternative pickup time.


E-Commerce FAQs


What if I want to add to my order?

Since orders will be paid for at the time of confirmation, you won’t be able to edit and add to an existing order. You will be able to place an additional order within the same order window.

What if I want to remove an item from my order?

Once your order is confirmed, individual items cannot be removed. To make changes, you’ll need to cancel your entire order and place a new one.


Please note: Canceling your order does not guarantee that the same items will still be available when you reorder. Items are only reserved once your order is confirmed.


Can I cancel my order?

Yes — you can cancel your order any time before Monday at 6 PM. Since payment is collected at the time of confirmation, refunds for canceled orders will be processed within 2 business days.


After 6 PM on Monday, all orders are final. Orders cannot be canceled or refunded after this deadline.


What happens if an item I ordered is canceled?

If an item in your order is not available, your account will be credited, and you will receive an email confirmation. The credit will be used on your next order. If a refund is preferred, please contact us to make that request.


What if I pay with SNAP/EBT?

We will run your SNAP/EBT card at the time of pickup/delivery for all eligible items. Payment for non-SNAP eligible items is still due before pickup and will be charged to the card on file. Be sure the correct payment preference is selected before hitting the “Confirm Order” button.


SNAP FAQ 

SNAP & Payment FAQs

Can I store my SNAP card information on the website?
No. We are legally prohibited from storing SNAP card information on our website.

Can I get cash or credit back for items purchased with SNAP?
No. Products purchased with SNAP benefits cannot be exchanged for cash or store credit.

What happens if my SNAP card is declined?
If your SNAP card is declined, you may swipe it a second time to access other eligible benefit programs linked to your card. Please note that the DaBux discount only applies to orders paid with SNAP benefits.

How do I pay if my SNAP balance doesn’t cover the full order?
Any remaining balance must be paid with a credit or debit card at the time of pickup.

Will I be charged tax on my order?
No tax is charged on items paid for with SNAP benefits. However, any portion paid by credit card will be subject to applicable taxes.

How are SNAP refunds handled?
Federal law requires that SNAP refunds be credited back to the original SNAP card. We cannot issue refunds as cash, store credit, or gift cards.

How can I update my payment method?
 You can update your preferred payment method at any time by visiting: https://www.hawaiifarmtocar.org/AccountInfo



 

We Accept SNAP and DA BUX Double Up Food Bucks!

Qualified customers can pay for SNAP-eligible products with their Electronic Benefits Transfer (EBT) card at pickup. Products that are eligible for SNAP purchase include fruit, vegetables, meat, poultry, fish, milk, eggs, cheese, baked goods, breads, cereals, cold (already-prepared) takeout foods, snacks, beverages, jams, jellies, honey, condiments, and seeds and plants that produce foods or spices.

Hawai’i Farm-to-Car is also proud to be a participating food hub for DA BUX Double Up Food Bucks! Bring home more Hawaiʻi-grown fruits and vegetables without any added salts, sugars, oils or fats, including plants that make food, and receive an automatic 50% discount for customers paying with SNAP. Learn more about DA BUX. 

If you'd like to pay with SNAP and DA BUX, please make sure to read through these steps:

  1. To view all SNAP or DA BUX eligible products, click on ‘Features’ at the top of the shopping page and then select ‘SNAP Eligible’ or  ‘Double Up Food Bucks Eligible’

  2. Once you have filled your cart, make sure to CONFIRM YOUR ORDER.

  3. Upon confirmation, enter a valid credit or debit card. Your credit or debit card will be charged for any NON-SNAP-eligible items in your order, plus the market fee.  

  4. Each week, you MUST select your preferred payment method at checkout. It's critical that your preferred payment method accurately reflects how you intend to pay for your SNAP-eligible items that week. If you want to pay with SNAP, select SNAP/EBT (if you have Credit Card selected, we will charge your entire order to your credit card when you place an order, and we won't be able to use your SNAP card on Wednesday).

  5. Bring your SNAP card with you to pick up your order. We will charge your card upon pickup.


*If you place an order but do not come to pick it up or make other arrangements, your credit card on file will be charged. 

For more information about SNAP or to find out if you qualify, please visit https://www.fns.usda.gov/snap/supplemental-nutrition-assistance-program.

For a full list of SNAP-eligible food and garden items, please visit: https://www.fns.usda.gov/snap/eligible-food-items

 

We also accept Senior Farmers Market Nutrition Program (SFMNP) coupons!


The U.S. Department of Agriculture (USDA), Food and Nutrition Service (FNS) created the Senior Farmers’ Market Nutrition Program (SFMNP) to provide low-income kūpuna with eligible foods through farmers’ markets, roadside stands, and community-supported agriculture (CSA) programs.


Our online farmers market, Hawai’i Farm-to-Car, accepts SFMNP coupons. To use your coupons – please create a free account, shop online during our market hours, and when you are ready to confirm your order, in the distribution information section click on the “Any notes for your order button” and write “Using SFMNP coupons $XX” in the note section (replace the $XX with the dollar value of coupons you’d like to use towards your order). We will collect the signed coupons when you come to pick up your order.


Coupons may be redeemed from participating vendors from April 1st to October 31st. If you have any questions, please email us at hawaiifarmtocar@hoolafarms.org.  

Each order you place is a legally enforceable contract. If you fail to pick up your order, you are still obligated to pay for the items you ordered. Orders will be charged when they're placed - we will inspect and pack all orders prior to distribution. In the event that the product gets damaged during packing, we will provide a store credit to the customer, provided that the damaged goods are returned. If the product was paid for via online SNAP, a refund will be issued back to the customer's card within 2 business days. Sometimes things change last minute as farming can be unpredictable. Your order may be edited, and items may be removed if items are not delivered correctly or do not meet our quality standards. Our goal is to provide the highest quality produce, and we require our producers to deliver market-grade products. Any items labeled as second or canning quality may have a higher rate of imperfections. The customer understands that fruits and vegetables may not look "perfect".