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Frequently Asked Questions
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Ordering
1. Can I make revisions to an existing order once I have clicked SUBMIT?
Once you have placed your order, you have the opportunity to “edit” your order before the order is processed by clicking the pencil icon under Order Management. If there is not a pencil icon, the order has already been processed and YOU MUST WAIT UNTIL THE FOLLOWING WEEK. Currently, we do not have the capacity to receive multiple orders from an agency in the same week.
2. How do I get set up as a user?
Your agency will receive online ordering access information before or immediately after your Orientation. If you would like to add users, you can do that yourself online on the Agency Update Form on our website.
3. Who should be set up as a user?
We would recommend that your Agency Director, Pantry Manager or Food Contact person, and your Cook (if applicable) be set up as users. There is currently no limit on number of users per agency.
4. When should I receive my confirmation of my order? What do I do if I don’t receive one?
Confirmation e-mails are sent from Kenneth Townsend, the Inventory /Online Manager. You should receive your confirmation 36 hours prior to your pick up/delivery date, provided your order is submitted properly prior to that time. We do not confirm orders over the weekend. If you do not receive confirmation of your order, please contact Ken Townsend at 214.347.9592.
5. What is the difference between cost and shared maintenance items?
Cost items are bought at wholesale prices and made available to the agency for the prices that the North Texas Food Bank pays for them with no additional handling fee. Items for purchase at the shared maintenance fee of .14 cents a pound or .18 cents a pound come from other sources like the USDA, America’s Second Harvest, and local product donors.
6. How can I tell what items are at cost and what items are at .14 cents/.18 cents a pound on the shopping list?
If you click on the item number of the product you choose, the pop up that appears shows the price per pound.
7. What if I didn’t place my order by the Thursday 12:00pm deadline?
Once the deadline has passed you will not be able to receive an order for that week. You can, however still take advantage of the Pick-And–Weigh items.
8. How often is the shopping list updated?
The items and quantities you view are updated every 3-5 minutes, once those items have been entered into our inventory database. You must refresh the online page in order to see the real-time status of a product. Remember, items are on a first come first serve basis. Depending on the number of orders, some items may be out of stock by the time an agency’s order is validated.