Online Market FAQs

ORDERING ONLINE?

We hope you enjoy this convenient platform to place orders with multiple vendors all in one place. It is our hope that this online ordering system will provide guaranteed income for vendors on market days, guarantee product availability for customers and expedite shopping times while at the Market. The platform is set up through Local Line, an online marketplace based out of Kitchener, Ontario.

Pick up your orders directly from each vendor on Saturdays any time between 9am to 1pm. 

A few of our vendors are not at the Market physically this year, so customers have to order online and pick up at the Market’s entrance. A list of our exclusively online-only vendors can be seen in the chart on our home page. Some of our vendors have also decided to use their own ordering platforms. Visit their profiles for more information. 

Online store operating times: 7 Days a Week
Orders for pick up on Saturdays must be be placed the previous Wednesday before 11:59 pm

 

 

ORDERING

Why do I need to create an account?
The Local Line platform requires customers to create an account so that it can store your information. It also provides a function for the Market and vendors to get in contact with you if needed without accessing your email address. Having an account also allows you to keep a record of all of your orders in one place. You can log in to your personal account and review your orders at localline.ca/login

Why do I have an order number for each vendor that I order from?
Our market is set up so that you technically order from and pay each vendor separately, which requires unique order numbers for every order that is made.

How do I cancel an order?
Sign in to your account (if you’re not already signed in) and click the “Hello, ” button in the top right of your screen. Click “Order History”, then click “View” on the order you want to cancel. Once you’re viewing the order, click the “Cancel Order” button in the lower right. Please note that refunds are not made automatically. You need to contact the vendor first before cancelling your order to see if a refund can be made. In some circumstances, refunds will not be issued if the order has already been fulfilled. — You can contact vendors via the blue MESSAGE button in the upper left of the order screen.

What happens if a vendor cannot fulfill my order after I’ve already paid?
If a vendor cannot fulfill an order after it has been paid for by the customer, the vendor will be responsible for reaching out to the customer to replace the item, provide a credit or issue a refund.

Can I view products by category?
Under the search field, you can type in a category. For example, you can search with keywords like “wine”, “bread”, or “carrot”.

1) To view one supplier: The default market view is the Suppliers tab in the top menu. Just click “VIEW PRODUCTS” of the supplier you want to shop, giving it a few seconds to load.

2) To view one or more suppliers: Click on the “SHOP” tab in the top menu. In the “Producers” section on the left of your screen, check off all of hte suppliers that you want to view and give it a couple of seconds to load.

What happens if I forget to add something to my order?
You can add additional products for the same pickup date until Wednesday at 11:59 pm. Just purchase additional items like you did the first time around. If you want to add a product after the cutoff, many of our vendors accept in-person purchases on Saturdays or you can order for pick up the following Saturday.

Why do you cut off orders for Saturday’s market on Wednesday at 11:59 pm?
We need to make sure that all of our vendors have enough time to process all of their orders in advance of Saturday’s market. You can still place online orders after Wednesday night, but your pickup options will start the following Saturday.

PAYMENT

Why do I have to make multiple payments at check-out? 
Similar to shopping at the farmers’ market, you will pay each vendor individually for online orders. First, you will be prompted to create a Local Line account. It’s important that your account name matches your full name to make pick-up easy. Some of our vendors accept instant online payment via credit card while others accept e-transfer. Follow the instructions at checkout and check your email for further details if a vendor requested e-transfer.

A vendor required payment via e-transfer, but I’m not sure how much the total was. What should I do?
You will receive a confirmation email from each vendor which will include a summary of your order, the associated fees and instructions for sending the e-transfer. Please note that Snowden Farms charges for products based on weight and will send you an invoice to be paid after your order has been picked up.

How do I know if my order was paid successfully? 
Visit LocalLine.ca and log in to your personal account. Then click on the tab that says “Orders” at the top left of the screen. Here you will be able to see a quick overview of all your purchases, which vendor you ordered from, payment status and more! 

The system wouldn’t allow me to pay a vendor. What should I do?
Please email our technical support team and make sure to include your order number and the vendor you were unable to pay.

I sent an e-transfer to a vendor, but my order still shows as UNPAID. What’s going on?
Once you submit your e-transfer payment to a vendor, someone from their business needs to manually log in to Local Line and update your order as PAID. Unfortunately, Local Line and the vendor bank accounts aren’t integrated. Don’t worry, the vendor will update your payment status shortly. If there are any issues with your payment they will follow up with you directly.

TECHNICAL ISSUES

The website keeps freezing. What should I do?
Try a bit later. These issues tend to resolve themselves or they could be caused by an increase in web traffic. Alternatively, you can try clearing the cache in your web browser or switching to a different device. If you have tried this and are still having trouble, please email our technical support team and make sure to include the date and time of the occurrences, and the web browser and version that you are using. If you’re able to include screenshots, please include those too.

I can’t get a new page to load. What should I do?
You can try clearing the cache in your web browser or switching to a different device. If you have tried this and are still having trouble, please email our technical support team and make sure to include the date and time of the occurrences, and the web browser and version that you are using. If you’re able to include screenshots, please include those too.

I’m using my mobile phone to shop and have encountered some issues. What can I do?
For the best user experience, we recommend using a computer when making an order.

MORE QUESTIONS?

I have a question that is not listed here. Who can I contact?
For product or vendor-specific questions, please reach out to the individual vendor.

For questions regarding the ordering system, please reach out to our technical support team. If you have an inquiry about a specific order, please make sure to include the order number.

 

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