We ask all new subscribers to carefully read through the following guidelines. This creates a clear understanding between the farmer and member.

Community Supported Agriculture (CSA) was a model originally conceived in the idea that neighbours buy a “share”of the farm at the beginning of the season, covering the cost of seed, irrigation parts, compost, packing supplies, and the myriad of things that the farmer needed to get the season going, and taking on some of the risk that the farmer carries in planting, tending and harvesting crops. In exchange, the “share-owners” received fresh, seasonal produce from the farm on a regular basis. It is based on mutual respect between the customers and the farmers. Our current CSA model assumes this structure, but has evolved to give the subscriber more freedom in allowing them to customize their share.

Pickup: Pickups will take place at the Thunder Bay Country Market on Wednesdays from 3:30 to 6:30pm in the parking lot. We are not able to distribute boxes before 3:30pm due to the markets rules, so arriving early means you would need to wait until 3:30pm regardless of your time of arrival. When you arrive please state the name we have on the CSA share. Our staff will pack your box and then place it on a table for you. Please take a moment to check that everything noted on your “pick ticket” is in the box (mistakes happen). Missed items/mistakes are easy to correct while you are at the booth but more difficult to correct once you are at home. If you are not able to make it to a pickup one week due to travel, please arrange for a friend or family member to come pick up the box for you, or use the “delivery hold” feature in the “My account” page in the CSA software. You can place your CSA share on hold, and book double shares prior to your trip. Or upon your return.

Payments: We use a program called Farmigo to help manage the financial interactions between our customers and our farm. With it, Pitch Creek Farm subscribers have online access to their own accounts. We accept payment via credit card, paypal, and E-Transfer. Payment deadlines are different for each program - you will be notified via email regarding deadlines. If payment is not received in a timely manner it may forfeit your share and allow members on our waitlist an opportunity to take your place.

Communication: Pitch Creek Farm sends a weekly email to subscribers detailing what is in this weeks veggie box and also indicating that the online store is open - so members can make changes to their box if desired. From time to time we may send out important emails if changes need to be made to any aspect of the CSA program. By agreeing to join our CSA, you are also agreeing to read email communications from us including:

• Site changes / updates
• Special announcements (new items available in CSA store, delivery changes due to holidays, etc.)

Please add pitchcreekfarm@gmail.com to your address book to protect our communications from spam filters.

We encourage subscribers to give us feedback about box quality and contents by emailing us at pitchcreekfarm@gmail.com. Please include the name on your account so that we can respond accordingly.

Refund / Credit: If you believe you deserve a credit for poor quality, damaged, or otherwise unsaleable produce, please email us. We will evaluate cases individually. Be sure to include what day/time you picked up the produce, how it was stored, and pictures if possible. We want to share the best quality produce possible, so your feedback helps us improve our systems and catch issues early on.

How do I get started? Click on the “Sign Up” tab on the program you wish to join on our website. You will need to create an account for your first program, and then subsequent programs can be joined from that account once it is created. A confirmation of your account, pickup location details, and start date will be automatically emailed to you.

Missed Pick ups: If you miss a box pickup, the CSA share will be available for pickup from the farm (in Nolalu) from Thursday morning at 8:00am onward. We have a “Pick-Up Fridge” at the end of our driveway at 128 Second Rd, Nolalu. Please take only CSA shares which have your name on them! We can always bring the missed box to the following week drop off- however we can’t guarantee the quality of the veggies after being in our cooler for a week. Please do your best to make alternate arrangements if you know you can’t make it to the TBCM during the regular drop time.

Cancellation: To cancel your CSA, send us an email. We understand that things come up suddenly, but if you can, please give us at least two weeks notice if you are cancelling (moving, change in situation, etc.). Refunds will be determined on an individual basis dependant on how far along in the program the cancellation is requested.

Pickup Location Etiquette: Pitch Creek Farm relies heavily on the TBCM for pickups. Please be respectful of the TBCM rules.

• Please observe the pick-up times carefully and be respectful to fellow members.
• Please bring a re-usable bag or a tote to load your veggie into- it helps us keep waste down and prevent more single use plastic from being used.
• If you have not picked up your box by around 6:15pm we will attempt to call you to remind you. If you're getting a call from a strange number and usually ignore it- please try to remember that its just us trying to get ahold of you before the booth is packed up and your veggies are brought back to Nolalu.