Account Management & Ordering Information

Welcome to Mother Earth Food! Registration is easy. Just click on the “Register” button on our site, and it will take you through the steps to set up your account. You must make sure that your correct billing address and credit card information match, your shipping/delivery address is correct, and your phone number and email address are accurate in case we need to contact you. We legally cannot update that information for you, so please ensure all that information is correct from the beginning. 

Please check out our delivery maps to view our delivery areas. We serve the Asheville, NC area and Upstate SC. To double check your address on our delivery area page, simply click on, “can you deliver to my address,” and enter your home delivery address.

You will need to establish an account first. Following registration, you will be able to login and place your order using the userID and password you set up during registration.  The ordering window opens on Fridays at 12pm, and ends Monday at 5pm.  You can edit and modify your order during this window for the following week’s delivery. 

There is not a check out button, however, items in the cart at the cut-off are invoiced at 5 PM on MONDAY.  Please check your order, and notify us ASAP if there are modifications to be made.

The order window opens on Fridays at 12pm and closes at 5pm the following Monday. That gives you a full weekend to add items to your cart for the following week’s delivery! On Tuesday morning, orders are compiled and placed with our farmers and vendors. You will receive a confirmation email when order is placed. Items in the cart at the Monday 5pm cut-off will be invoiced and delivered. This 5pm deadline is firm. We cannot adjust your order after the window closes. NOTE:  You will not be able to customize an upcoming order until the order window is open.

Select either the small, medium or large customizable bin and add to your cart. In the cart, click on "Customize Box" and make your selections.  You will have to delete undesired items to allow for other selections. NOTE: Make sure to hit "Save Customizations" to save your selections. Customizations can be made each week once the Harvest Menu is released, Friday at 12pm through Monday at 5pm.

For a video tutorial on how to customize, click HERE.

Our flagship options are our “fixed” and “customizable” produce baskets. These bins contain locally grown produce, fresh from local farms. “Fixed” means a straightforward offering without an ability to make substitutions, while “customizable” bins allow for substitutions with over 25 choices of produce. "Customizable" bins can be personalized when the ordering window opens for the week, Fridays at noon. 


The small baskets contain 7-9 products; medium bins 11-13 products and large bins 14-17 products. The contents of your bin will vary each week depending on what is in season and available from our local farms. A product portion size varies depending on the specific fruit or vegetable. For example, 1 portion could equal 3 apples, 1 bunch of carrots, or 1 lb. of potatoes.

Once logged in, go to "Account Info,” where your name, email, address, phone and payment information is maintained. It is best if you make these edits instead of contacting us to update your payment information, in fact legally you will need to update any billing information on your own (including new expiration dates, billing address, etc.). Please contact us if you need to change your delivery address so we can properly reassign a new route to you. 

If your card is declined, please make sure that you double check your billing address, credit card number and expiration date. We will not be able to make those changes for you. 

We understand that life happens! First step is to go into your account and make sure your billing information is up to date. We reserve the right to put your account on hold if your card is declined, which means we will be unable to deliver to you.

You can see your upcoming orders by logging in, and using the drop down menu to go to "Upcoming Orders.” You can peek at upcoming orders for up to 4 weeks in advance.

As you attempt to log in, just follow the “forgot password” link and an email will be sent with instructions to reset.

Going out of town? Unable to receive a delivery? Not to worry! If you need to pause deliveries, you can, by using the “Delivery Hold” feature in “My Account” and set the dates you will be away.  This should be done before Monday 5 PM. Additionally, if you would like to remove your produce basket from your cart, you can, so long as the remainder of the order reaches the $28 minimum for delivery.

For a video tutorial on placing a hold on your order, click HERE.

We actually prefer for you to order consistently. Plus, if you set up recurring orders, it’s easier than having to remember every week. Just click on the “Produce Bins” tab on the site and select the bin you want to have on a regular basis and then set the frequency of your order (weekly or bi-weekly). 

Our core desire at Mother Earth Food is to create stronger more sustainable relationships between our farmers and community. In early 2019, we made a shift in our model in that we now ask that our customers commit to a weekly or biweekly ordering of produce baskets.  This relationship is a win-win for everyone. It helps the farmer achieve a successful season, helps create a more sustainable business for Mother Earth Food, and helps our community by strengthening the local food economy. Our commitment to our customers is the same.  We bring you the highest quality, freshest, local organic food to help you create and sustain a “food as medicine” lifestyle that is easy and convenient. 

 

Once logged in, use the drop down to go to the "Account Balance" field,  Here you will find the account balance, as well as your delivery history.

Moving out of the area and need to cancel or suspend your account? Simply go into “My Account” and click on “Cancel Account” which will take you to an account cancellation request form. 

Our drivers work long hours and are the smiling faces out in the community. We know that they appreciate any sort of tips, especially if you find their service is exceptional. You may add a tip to the checkout process for each week’s order. Simply click on the “tip” under My Deliveries after you’ve added your items to your cart. A window will pop up and you can enter the amount you wish to tip to your driver. We’ll do all the work to get it to your driver. You can also make it a recurring payment, so you don’t have to remember to do it every week. 

The best way to do this is in your account, in the cart. There is a tip line, where you can add a tip for a single week, or set a recurring amount.

Your credit card will be charged on Wednesdays before delivery begins. You will receive an invoice for your order once your order is received. If you experience any issues with your order, please contact us immediately so we can make it right. 

Note that specific weights of cheeses and meats will be calculated and adjusted accordingly, which will show up on your invoice. Some of our meat and cheeses are sold by weight just like at a grocery store. When ordering, please put in the number of units you would like to purchase. Not the number of ounces/pounds. Then, one of our staff members will handpick your portion and enter in the actual weight which is what you will be charged for. Want an idea of portion size? Each item that is sold by weight has an approximate size listed in the description on our website.



 

Product Information

Our flagship options are our “fixed” and “customizable” produce baskets. These bins contain locally grown produce, fresh from local farms. “Fixed” means a straightforward offering without an ability to make substitutions, while “customizable” bins allow for substitutions with over 25 choices of produce. "Customizable" bins can be personalized when the ordering window opens for the week, Fridays at noon. 


The small baskets contain 7-9 products; medium bins 11-13 products and large bins 14-17 products. The contents of your bin will vary each week depending on what is in season and available from our local farms. A product portion size varies depending on the specific fruit or vegetable. For example, 1 portion could equal 3 apples, 1 bunch of carrots, or 1 lb. of potatoes.  

We feature local, humanely and pasture raised meats and sustainably sourced seafood, dairy and eggs, baked goods and sweets, pantry items and prepared foods from local vendors to make meal preparation simple. We are always adding new products, so be sure to check our “new items” page often.

Produce is often picked up at our farms the day before we deliver the produce to you. We order only what we need for each week, and do our best to eliminate any extra time between harvest and delivery!

Our local farms are defined by our delivery area: North Carolina and South Carolina. We depend on our network of farmers to supply us with seasonal, yet diverse produce. Having the luxury of multiple growing regions in the Carolinas helps us to provide year-round local food. We develop personal relationships with every one of our growers & food artisans, most of them are small family-owned businesses like ourselves. 

While we strive to source as close to home as possible, seasonal availability and growing climates of certain products, such as bananas, will limit the ability to source exclusively from farmers in the Appalachian Foodshed, in which case we certain products are sourced regionally or beyond.

The majority of the farms we work with are Certified Organic, with over 80% of our produce falling in this category. We do however also source from farmers who utilize organic growing practices, but are not certified, as this is often restrictive and cost prohibitive for the small farmer. Each product will be noted with the growing practice and source. To maintain transparency, items labeled organic are from farms certified by the USDA. Organically grown are items from farms that are not certified but utilize organic growing practices. This is common for small farms.

During the winter season, we source everything we can locally. We work with some local hydroponic growers and those who grow hardy root crops. If we cannot source items locally, from the Appalachian Foodshed, we do aim for organically grown as the gold standard. Each item will be noted with the growing method and the source.
At Mother Earth Food, we source meat products from pasture-raised animals.  Farms are considered for utilization of production practices that emphasize the environment, animal welfare and the viability of small-scale livestock producers.

 

Delivery Information

We deliver to the Asheville area on Thursday and Friday, and Upstate SC on Saturday and Sunday. Deliveries start at 8 AM, and end around 6 PM approximately. Our drivers will text when the delivery is complete. Please make sure to update the phone number in "My Account" to receive a notification. Exact times for home deliveries can vary due to the number of customers on a route and considerations such as traffic.


NOTE:  Due to the nature of this kind of business, exact delivery times fluctuate along our routes, however we are currently researching options for a program which would help bring precision to this process. Stay tuned!

In this time and for safety purposes, we have had to move to recycled cardboard boxes rather than the blue plastic bins that we used before Covid. We cannot take back the boxes, but you are welcome to reuse or recycle them. 

If you are home on your delivery day, please leave a note on the door that you are home so the driver will not need to leave an ice pack in your freezer bag.

We do however need to get back any freezer bags and ice packs you do have, just not on the same delivery van with food to be distributed. We are now leaving a truck out at the Westgate parking lot all day on Mondays 9am to 6pm where folks can leave these items in the back. We then will run them through a strict sanitation process and reuse them.

During this time, we are packing deliveries in recyclable cardboard boxes. Frozen items are delivered in a bag with an ice pack. 

Our enhanced cleaning and disinfecting protocol will now allow us to pick up and isolate your returned freezer bags and reusable ice bricks. Please leave both out for pick up at your delivery location. We will return, thoroughly clean, disinfect, recycle, and reuse these items. Unfortunately, we can not reuse the cardboard boxes.

Our enhanced cleaning and disinfecting protocol will now allow us to pick up and isolate your returned freezer bags and reusable ice bricks. Please leave both out for pick up at your delivery location. We will return, thoroughly clean, disinfect, recycle, and reuse these items.
Our home delivery is only $4.99! We also offer FREE DELIVERY with orders over $75.00!

Going out of town? Unable to receive a delivery? Not to worry! If you need to pause deliveries, you can, by using the “Delivery Hold” feature in “My Account” and set the dates you will be away.  This should be done before Monday 5 PM. Additionally, if you would like to remove your produce basket from your cart, you can, so long as the remainder of the order reaches the $28 minimum for delivery.

For a video tutorial on placing a hold on your order, click HERE.
You can select “warehouse pick up” as your preferred route and pick up your order from Mother Earth Food on Fridays from 11am-6pm or Saturdays 9am-11am.

Go into the “My Account” page and click on “Preferences” which has a field where you can add information such as gate codes, instructions for which porch to use, etc.

If it is an upcoming delivery after the ordering cut-off, please contact customer care.

Once logged in, go to the "Preferences" field.  Make sure to check the "Email Me Order Reminders". This is how you can receive important updates pertaining to your order including delivery status, possible substitutions, and flash sale opportunities.

We also send out information about upcoming sales, new items, etc. in our weekly newsletter. Be sure to read these emails so that you’re in the loop on all our love-filled Mother Earth Food news!

 

CONTACT INFORMATION, HOURS, & MISC.

Our warehouse is in the Smith Mill Works Complex in West Asheville, NC.

The physical address is:

29 Hawk Hill Road, Asheville, NC 28806

Directions:

GPS address is 151 Cedar Hill Road, Asheville, NC 28806.

Turn into the gate at the entrance of Smith Mill Works, and go down the lane to a green warehouse on your right.

For warehouse pickups, please come during the following hours, as these are when we have dedicated staff ready to greet you and help you with your pick up:

Fridays from 11am-6pm

Saturdays from 9am-11am

If you arrive outside of these hours, there is no guarantee that someone will be available to help you with your order. 

If you are picking up from the warehouse, you must wear a mask and, ideally, stay in your car to minimize contact. We have staff outside to help you, but if they are not immediately available, you can ring the doorbell to the right of our big roll-up warehouse door to signal folks inside. 

We want to make sure you are completely satisfied with your order. If you experience anything less, please contact us so we can "make it right".  If an item is not up to quality standards, missing from your order, or otherwise, please contact us.  As part of our internal quality assurance, we evaluate concerns and implement new strategies as a team to improve our overall operations and experience. 

Yes!  We were on a waiting list, but now back open for you to register on the site!
For safety reasons and protocol, not at this time.
We want to make sure you are completely satisfied with your order. If you experience anything less, please contact us so we can "make it right".  If an item is not up to quality standards, missing from your order, or otherwise, please contact us so we can credit your account.  As part of our internal quality assurance, we evaluate concerns and implement new strategies as a team to improve our overall operations and experience.
We are always taking resumes for warehouse associates and drivers. At times, we post positions for our management team. Feel free to send over a resume and references to our HR Director, Michele, at Michele@motherearthfood.com.

Absolutely, what a great way to show the love!  Click on "Gift Certificates" in the header on our website. The process is simple. Provide the information necessary, and customize the amount, and we will send a confirmation of receipt to the purchaser, and the gift certificate with instructions on how to redeem to the recipient.

In addition, we have a "Refer a Friend" program that helps to spread the good word...and give you a credit! Details about this program can be found in the "Referrals" tab in "My Account"

Mother Earth Food has a robust Food and Safety Plan with strict protocols for our family, employees and drivers. We now have a USDA-style SSOP (Sanitation Standard Operating Procedures) in place and running. Each week, the warehouse and delivery vans are completely emptied, scrubbed and sanitized including walls, floors and all equipment. Each day, we maintain the facility with proper cleaning procedures including sanitizing high-touch surfaces every hour. Our employees are pre-screened at the beginning of every shift, and under serious protocols for personal safety practices away from work. While at work, our employees are required to check in each day on their health and must adhere to the MEF Food and Safety plan, which is far more extensive than just wearing gloves and masks. All employees are educated on potential risk factors and preventive measures for personal well-being and immune-boosting endeavors. Our drivers are required to execute “no touch” delivery to our customers, maintain recommended safe distances and wear masks and gloves at all times. They are also educated on potential risks and preventative measures. Mother Earth Food understands the seriousness of going the extra distance to ensure our employees and customers are as safe as possible during these trying times.

Please contact us via the contact form on the top left-hand corner of our website, www.motherearthfood.com. This will ensure the most streamlined and prompt response. We want to make sure you are completely satisfied with your order. If you experience anything less, please contact us so we can "make it right".  If an item is not up to quality standards, missing from your order, or otherwise, please contact us so we can credit your account. As part of our internal quality assurance, we evaluate concerns and implement new strategies as a team to improve our overall operations and experience.

 

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