Doorstep Refillery™ Program
We have launched our pilot Doorstep Refillery™ Program (DRP) in Whatcom County, At this time, the program is not 100% available while we are integrating the service into our online website. We are offering this new service to our local customers who are willing to join our pilot program.
We are pleased to be able to come to you for all of your bulk refill needs*. Our excellent customer service expands beyond the walls of our refillery locations. For your convenience, we come to your doorstep.
(If you are interested in being one of our first customers to take advantage of this service please connect with us to get started.)
How will it work?
When you place an order online, in addition to all the items offered, you will have the option to peruse our bulk section and select those items you wish to refill at your doorstep. You can either leave your containers on your doorstep, or you can greet us at the door. We are equipped with a digital scale and will weigh each of your containers prior to filling them and will deduct the base weight from the cost of the product. You can always be confident that you are only paying for the product and not the packaging.
You may also select to receive one of our Living Pantry containers by selecting that option and paying a fully refundable deposit for that container, which can be used over and over again until you either decide to keep it or return it to us for a full deposit refund.
How much does it cost?
We endeavor to make this as affordable for you and us as possible. We have broken up most of Whatcom County into zones and will be applying a DRP rate based on zone starting at $5 with a required minimum order starting at $30.
(Please note, that these designations and fees are subject to change as we expand and understand more clearly the demands of delivery.)
How will I know if I met the minimum if everything is in bulk and calculated at my doorstep?
This is a great question. We will be combining our regular online order delivery chart with our Doorstep Refillery Program™. When you order a refill item, the cost will be estimated based on knowledge we have about our products. You will select the closest matching volume to the container you desire to have filled. When we actually come and fill your container, you are not required to fill the exact amount you selected. It is possible that your order will end up being less. This is nothing to be concerned about; we understand the online cart estimate is a ballpark. As long as the online cart estimates that you have met your minimum, we are good to go!
What if my neighbors want to refill too? Do they have to meet the minimum also?
No. As long as the estimated total meets the minimum, we will be there. However, if you are coordinating with your neighbors, there does need to be some coordination with us too. If we have to physically drive to each different doorstep, the delivery fee will apply to each doorstep, even if they only refill one item. The overall minimum has been met collectively, but the multi-door delivery will still trigger a fee for each in order to cover the driver's time. We strongly recommend you organize with your friends and neighbors to have labeled totes at one doorstep. We will do all of the refills for the single doorstep delivery fee. If you have a neighborhood's association, it's a great idea to contact them and see if a refill day can be organized. We are available for larger refill events. In that instance, there is a small flat rate that depends on the situation and location.
When do you deliver?
At this time, our delivery program is only on Mondays and Thursdays. Special arrangements can be made for a different day – it just requires you to call and communicate your request; we will make every effort to accommodate your request. As Doorstep Refill orders increase in frequency, we will be building our delivery route in a logical fashion. You will receive a confirmation email with your delivery day upon placing your order. On the morning of your delivery day, you will receive a message letting you know the approximate time of our arrival.
How do I pay?
If you are purchasing packaged products and pre-fills ONLY, you can complete your transaction online, just like you would with any other online shopping. You will have selected home delivery, so you can rest assured that it will arrive to you (see below for delivery days). If you have estimated items in your cart, ie doorstep refills, then you will have the option to pay with cash or with a credit card when we arrive and complete your service.
Do I need to be home when you deliver?
It would be great if you were home when we deliver as that would give us an opportunity to meet you. If for some reason you an not able to, you may provide us with your payment information, we will run the estimated amount to verify the funds, and you don't have to be home for your doorstep refills. We do ask you have a conversation with us if this is the plan so we know what to expect and can make your experience the best possible. Your actual charge will be completed and your receipt will be left on your doorstep. If your online order does not include any Doorstep Refills and is already paid for online, you don't need to be home at the time of delivery.
How do I contact the driver or make changes?
Upon receipt of your confirmation email, you will receive your driver's name and contact number; you will be able to communicate directly with them. All changes must be made NO LATER THAN 11am the day BEFORE your delivery. We organize all of our Refill requests and load the vehicle with the specific products the day before, so that we're ready to roll with an early start on delivery day.
I still have questions!
Please contact us directly with your questions. We are always happy and willing to help. Phone hours are 7 days a week 11-6. If you can't reach us, please leave a message as Shawna is often working at the shop telling funny stories to our customers.
*This excludes refilling of liquid consumables. We can deliver a pre-filled container from this category, but are unable to dispense on-site.