FAQ

Fergus organic market

Who is Fergus ?

Fergus is a friendly online organic market and a simple convenient delivery service. We deliver fresh and varied food all year round, directly to your home. Our goal is to put organic food on as many tables as possible.

To learn more about Fergus, our mission, our values, our farm and our name visit Our Commitment.

Are all your products organic ?

All our products are certified organic with the exception of certain items from the Meat Section and our Free run hens*. At Fergus, we love transparency! That’s why our products are clearly labelled to indicate whether they are: -From Quebec -Canadian -Gluten free -Peanut free

  • As the supply of organic eggs can fluctuate, we also offer non-organic eggs, raised free range. We made this choice so we never run out of this key product.

Do you deliver year round ?

Yes, we deliver all year round :) Fergus works with local growers and also relies on several international partners to bring you year-round variety and the best of organic farming.

Where do your products come from ?

Fergus works with local producers, and also relies on several international suppliers to offer you year-round variety and the best of organic farming.

See our Local Partners in Quebec and our Widespread Partnerships .

How do I know if a product is from Quebec or elsewhere… ?

On the main photo of each of our products you’ll find a label indicating its origins. For more details, click on the product photo to open the product page. Here’s a full list of our labels:

  • From Quebec
  • Canadian
  • Gluten free
  • Peanut free

Do you offer special services for businesses ?

Yes! We offer a tailor-made service for companies and their employees. Find all the information on our Business Services.

When are you receiving the goods?

We are receiving goods every day! The content of your organic market is updated every Friday at 5 pm. Therefore the content of our Organic Boxes and the customization functionality of The Personalized box becomes available Friday at 5 pm for the next week’s delivery.

Get the new arrivals as well as the products on sales of the week as soon as the market opens by subscribing to our weekly flyer here!

What do you do with unsold produce ?

Nothing is wasted! Unsold produce and returned orders are distributed to our employees at our warehouse on a weekly basis. We even get inspired to come up with our own recipes to share at lunchtime : )

Account

Do I have to subscribe to order from your market ?

No, no and no again! At Fergus, there are no subscription fees. Enjoy the produce you want whenever you want.

You can also set the delivery frequency of certain products to: every week, every two weeks, once a month… Your choices can be modified and cancelled at any time.

You’re in charge of your shopping basket!

Are there any upfront subscription fees ?

No way! No subscription fees are needed to register since we don’t have subscription fees!

Plus when you create an account, you’re not required to place an order so no payment of any kind is required.

What payment methods do you accept ?

We accept credit cards.

All monetary transactions on our site are secured by our third-party partner Moneris, one of the leading payment service providers in Canada.

How can I change my delivery address ?

To request a change of address, use the form in your customer account: in My Account, in the Account Info menu, next to Delivery Address. It will be sent to our Cutstomer Service who will process your change as soon as possible.

Change of address requests must be made Monday through Friday at least 7 days before your next delivery.

To avoid confusion with a pending order, you won’t be able to change your delivery address yourself. Also this allows us to notify you if the new address has an error or is outside our delivery area.

Can I pause my account during my vacation ?

Absolutely! There’s no need to worry about your delivery during your holidays!

Log in at the top right, go to My Account, then to the Delivery Hold section. Enter your start and end dates, then press Add Vacation.

In the Upcoming Deliveries section, you can verify that no deliveries are scheduled for your dates.

Please note, if your cut-off time has already passed, your current order will still be delivered. In the event of a problem, please contact Cutstomer Service. They will be happy to assist you. Happy vacation!

Can I refer a friend and receive a credit ?

Everything delicious is more fun when shared.

Any time you refer a friend, you’ll both receive $10 in credits.

After logging in, go to My Account and then to Referrals.

There you’ll find a link to refer a friend.

They can use the link access from our market and create their account. Your name will appear in the ‘Referred by’ box upon registration.

Please wait a few days for us to approve your request. Both you and your friend will receive a confirmation email.

What is a credit and how can I see my balance ?

A credit is a virtual sum redeemable at Fergus. For example, if you refer a friend and earn $10 in credits, you can use that $10 towards a purchase from our market.

To view your credit balance, log into your account, go to My Account, then go to the Order History tab. You’ll see a total of your current / week credit balance.

Credits are not refundable.

How to use a gift coupon ?

Yay a gift!

If you received a promotional coupon by email with a code, you can use it towards a purchase from our market. Copy and paste the code into your shopping cart as follows:

Log in, then press the shopping cart icon at the top right of your screen.

The content of your future orders will then appear as a list on the right.

Above the subtotal of your order, you can enter the coupon code and click on Apply.

That’s it!

You can see the list of coupons used in My Account, under Delivery History.

What if I have a food allergy ?

At Fergus, you can buy your products à la carte and make modifications to certain organic baskets, so no hassle for allergies!

Just skip the products you are allergic to.

If you have severe allergies, we don’t recommend ordering from us, as our boxes are all prepared in the same environment.

Has my Jardin des Anges account been transferred to Fergus ?

It sure has.

Fergus is the love child of Jardin des Anges and Jardins de la Montagne. The following information has been transferred securely from one platform to another.

Your username, address and credit balance have been forwarded.

We sent a message to the email attached to your account, giving you all the details of this transfer and your new password.

How do I subscribe / unsubscribe to your emails ?

Want to unsubscribe from our emails? No problem!

When you register, you choose if you want to subscribe, or not, to our email lists.

If you haven’t done so when you sign up, fear not, it’s not too late. After logging in, go to My Account, then to the Preferences tab.

At any time you can change your subscribe option and order notification preferences.

How can I close my account ?

To close your account, please contact our Customer Service by email or phone. Don’t forget to specify your name and the email linked to your account.

info@fergus.bio

514-360-1420

Your Order

Can I make my own selection ?

Yes, at Fergus you can select the items à la carte from our market.

The Personalized box allows you to take advantage of the value priced organic box while making your own selection *.

From the Market, select the Organic Boxes tab. When you hover your mouse over the Personalized box, “See what’s inside” will pop up. Click on the pop-up to see what products are included and adjust your selections.

Once added to your order, go to your shopping cart and press Customize to make the changes you want. Don’t forget to press Save :)

  • If you repeat the Personalized box and forget to adjust your selection of fruits and vegetables, our default selection will be delivered to you.

How often can I receive my orders ?

Every week, every two weeks, a predefined week in advance …

You choose when to receive your orders. You can also repeat items as often as you like, though it’s not mandatory.

Recurring products allows you to keep stocked up on your favorite items. No more running out of milk every week, because we take care of it for you.

Go to the next question to find out how to repeat an item.

How to select, view or modify my products in Recurring Items ?

Did you love our grapefruits and want to receive them every week? No problem.

Here’s how to adjust the delivery frequency of an item:

  • When you’re viewing a product from the market, before selecting it for your cart, press the Frequency button.
  • The drop-down menu will allow you to choose between several types of pre-set frequencies, or to create a personalized frequency with Specific Date(s).
  • Once the frequency has been chosen, our site will ask you when you want to start delivery of that item.

How to view your Recurring Items:

  • To view all the items you have on Frequency, go to My Account and select the Recurring Items menu.
  • A list of all your items will appear, as well as their delivery frequency, quantity and price. You can change the chosen frequency, quantity or delete items at any time.
  • Remember to click on Update Order after your changes :)

How to cancel a Recurring Item:

  • To delete a Recurring Item, go to My Account, and the Recurring Items menu. You can make modifications and deletions to the list that appears. Just press the “x” to the right of the item.
  • To remove all Recurring Items, click on the Remove all button at the bottom of the page.

Is there a minimum purchase ?

At Fergus, the minimum purchase required is $30 before taxes and delivery fee.

What is a cut-off time and how do I know mine ?

Your cut-off time is a deadline, the day and time up until you can make changes to your order for the current week. It is always 6 a.m. the day before your delivery.

To know your cut-off time, log into your account and click on the shopping cart icon at the top right. Each delivery cut-off deadline will be displayed.

Your cut-off time is calculated based on your delivery day. Your day and time will remain fixed, as long as you do not change your delivery address *.

After your cut-off time, we’ll start putting together your order and boxing it.

*You will be notified by email if there’s a change in your cut-off deadline.

How to validate my order and proceed to check out ?

A pop-up message will appear when you add a product to your shopping cart and confirm your order. All items placed in your shopping cart will be billed and delivered to you. You can make changes up until your cut-off time.

See above in What is a cut-off time and how do I know mine?

The credit card on your account will be debited the day before your delivery day.

Can I make changes after my cut-off time ?

Unfortunately no changes are possible after the cut off time.

For an order cancellation, please contact our Cutstomer Service.

See What is your cancellation and refund policy? for more info.

How can I view and modify all my future orders ?

There are two ways to view all your future deliveries. First log in, then choose one of the following:

  • Go to the My Account button at the top right of your screen and choose the Upcoming Deliveries sub-menu. A list of all your future deliveries will be displayed. Delivery days with no orders also appear, with the note, “No scheduled delivery“. The list of products in your shopping cart is also displayed. You can modify your order by clicking on the delivery date.

  • Another way to view and edit your future orders is the shopping cart button from the Market. By clicking it, a menu will appear on the right of your screen, giving you access to the list of your future orders.

How do I find my invoice history ?

After logging in, you can find your invoice history by clicking on My Account, then Delivery History.

Click to the right of each order to View Order and also to Print Invoice.

What is your cancellation and refund policy ?

You can cancel an order until 12:00 p.m. the day before your delivery, which is also your billing day.

You’ll be charged a cancellation fee of $6.50.

For any cancellation, please contact our Cutstomer Service).

Credits and promotions are non-refundable.

Delivery and orders

What areas are covered by your delivery service ?

We deliver throughout the Greater Montreal and surroundings areas. To find out if your address is within our delivery area, please visit this link.

What are your different delivery methods ?

We deliver to your home and to pick-up locations.

All our deliveries are made using refrigerated trucks to ensure your items arrive fresh.

Do you deliver to a pick-up location ?

We sure do. We deliver to several drop-off points throughout the Greater Montreal and surroundings areas. For a complete list, click here.

If you know 15 people who would also like a delivery in your area, we’ll look at opening a convenient pick-up location. Contact us

What are your delivery days and times ?

We deliver Tuesday to Friday from 6 a.m. to 5 p.m.

Delivery for business service is on Monday.

Our offices and our Customer Service are open and happy to answer your questions Monday to Friday, 9 a.m. to 5 p.m.

If, for some unforeseeable reason there will be a significant delay or postponement on your delivery day, our team will contact you by email.

What are your delivery costs ?

There is no delivery charge when purchasing an organic boxes.

If you select only à la carte items, without an organic basket, the delivery costs are $6 to your door and $2 to the pick-up location.

Where will you leave my order ?

Your delivery person will ring or knock to alert you of their arrival. We invite you to leave specific details concerning your delivery in your account, under the Preference tab. If you are not able to answer the door, please leave a container such as a cooler outside to protect your purchases. A text message including a picture of your delivery will be sent to the phone number listed in your file.

How can I leave directions for the delivery person ?

Do you want to leave any details for your delivery or a thank you message for your delivery person?

When you register, you’ll be asked to complete delivery notes. Please add any specificities regarding your address. Don’t worry if you write several lines - we love reading your notes.

To update your delivery notes, please complete the form in your account under Preferences. Our customer service will handle your request from Monday to Friday, between 9 a.m. and 5 p.m. You’ll receive a confirmation email once everything is processed.

For any urgent requests - for same-day or the next day - deliveries, please contact us.

What to do if I can’t be there for my at-home delivery ?

No need to worry! Please make sure to leave a cooler type container outside for your delivery person to drop your order.

If you are unable to answer your door, a text message including a picture of your delivery will be sent to the phone number listed in your file.

Please add any specific details in the Notes for the delivery person section in your account so we know where to leave your purchases.

How do I open a pick-up location in my region ?

Drat! No pick-up location near you?

If you know 15 people who would also like a delivery in your area, we’ll look at opening a convenient one for you. Cutstomer Service

What if I cannot be at the pick-up location to accept delivery ?

Each pick-up location has a specific schedule. If you cannot get there during the scheduled hours, please get in touch with their contact person directly to make an arrangement.

Fergus is not responsible for orders once they have been delivered to the pick-up location.

In case of absence, how can I protect my order from hot and real cold days ?

To ensure that your order enjoys the weather as much as Quebecer’s do, we recommend :

In the summertime, please leave a cooler type container outside where your delivery person will deposit your order. You can also add an ice pack inside and try placing it in the shade.

In the wintertime, you can place a blanket around your cooler for those really cold days.

Why have compost bags been added to my order ?

To reduce hand-to-hand contact between your delivery person and our products, your items are stored in compostable plastic bags.

This also makes it possible to take care of certain products and to separate them in your order.

For more details on our packaging choices, see our packaging materials selection process.

What if I want less single-use packaging materials ?

Oh yes! It’s nice that you are wondering :)

We offer a Reusable delivery bin program to minimize the consumption of single-use packaging materials and protect your organic fruits and vegetables.

In exchange for a $ 35 deposit, orders delivered in these bins will be dropped off at your home and picked up upon your next delivery. This deposit is applicable only once and refundable at any time, regardless of the number of bins required.

Are you interested? Contact our Customer Service and we’ll take care of you.

What if I am not satisfied with my products ?

Oh no!

We ask that you check your order as soon as you receive it.

If an item is damaged or does not meet your expectations, please write to us within 24 hours of delivery. Include a photo and a description of the damaged items in your message.

A member of our customer service will contact you as soon as possible to find a solution to the situation. Please note that our Cutstomer Service works Monday to Friday 9 a.m. to 5 p.m.

If the product has already been consumed or thrown away, we will not be able to accommodate your request.

What if my order is stolen ?

Contact our Customer Service within 24 hours of your delivery day. We’ll look into the situation to find out whether this was a theft or a mistake.

Fergus accepts no responsibility once orders have been delivered.

Security and Covid

What specific measures has Fergus taken regarding Covid-19 ?

Our warehouses have always been subject to very strict hygiene measures given our sector of activity. The following have been strengthened to ensure your safety and ours during these exceptional times:

  • All our employees have their temperature taken every morning.
  • All our employees must walk through a tray of shoe disinfectant when entering the building and wash their hands frequently while preparing orders.
  • Employees preparing your orders must wear a mask, gloves and a protective cap when entering the warehouses.
  • Access to the warehouse is restricted to employees preparing orders only.
  • No delivery person, secondary service or visitor is allowed in our facilities. Our delivery people are instructed to avoid any hand-to-hand contact during deliveries. Delivery workers must also wear a mask and gloves.

Got any other question or suggestions ?

Contact us :