Accounts

Customer Account Basics

How Can I Manage My Subscription Online?

You can actively actively manage your produce box subscription through your online customer account. Changes you can make include: skipping or rescheduling boxes, cancelling your subscription, managing add-on products, updating your payment details, and more.

You will also get an email 24hrs before each order is processed with a direct link to your Subscription Management Page.

Of course, our friendly team is always happy to help! Don't hesitate to reach out to us via email at hello@oddprod.com.au

How Do I Log in to My Customer Account?

You can login to your customer account here or by clicking on the person icon in the upper left-hand corner of your desktop screen or in the menu (designated by 3 horizontal lines) on your mobile device screen.

Your account is automatically created on purchase. Follow the instructions for secure login from your email account.

It’s telling me I don’t have an account. Help!

Please ensure you are using the same email you purchased with.

Reach out to us via hello@oddprod.com.au if you need help logging in, or are uncertain which email you used.

Where can I find the Weekly Box Packing List?

On the Sunday before your box is delivered, you will receive an email with the the box contents. In this email you can also choose to remove and swap items that are in your box.

The email will be sent around midday, so please reach out if you think you haven't received it.

Subscriptions

Changing My Subscription

What is the deadline for changing or pausing my order?

The deadline for all box order changes is SUNDAY at 10am.

Customers wishing to make any changes to their next box order, including placing an order on hold, changing their box type, size, or delivery location, adding additional products, and more, must do so before Sunday at 10am for boxes delivered on Monday & Tuesday.

Please note:

  • Subscription renewal orders are scheduled to be processed on Saturdays.
  • Change requests received after Sunday at 10am will be actioned for the following week’s order.

Can I skip my order this week?

Absolutely!

You can skip or pause your veg box for any reason, at any time. Simply jump into your Subscription Management Page to either “skip” or “reschedule” your next delivery. You can also pause your subscription if you don't know what date you want to restart.

If you can't access your customer account, you can send an email to hello@oddprod.com.au

All holds must be submitted before the order deadline of 10am Sunday. If you miss the deadline, we suggest offering your box to a friend who can pick-it up. If this isn’t possible, please let us know and we can donate your box, along with other food that we regularly donate, to Fusion Sydney Charity Meals.

I have lots of leftover produce in my fridge. Can I order a smaller box this week?

Yes! You are welcome to change your box size or type based on what you need for the week.

You can do this through the customer portal or contact our team at hello@oddprod.com.au for assistance.

Changes need to be made before the cut-off time for your subscription type.

How often can I change my order?

As often as you like, so long as your changes are made before the order cut-off time! Our boxes are set up as subscriptions so customers can automate their weekly or fortnightly
orders to suit their needs. However, there are no commitments or contracts, and you can cancel or change your order as often as needed to ensure what you receive meets your needs.

Changes you can make at any time include:

  • Pausing your box for a week or longer
  • Changing your box size and/or type
  • Changing address for delivery
  • Changing the frequency of your box (every 3 weeks is possible)
  • Cancelling your subscription

Produce

Quality & Packing

I received an item that I said to remove. What should I do?

We ask and encourage all customers to report errors, however small, with their fruit and veg boxes. This information helps us assess how we’re doing, review and improve our systems, and ultimately create the best local & sustainable produce box in NSW.

If you received one or more of your exclusion items, please take a photo of your box and send it to the admin at hello@oddprod.com.au. We will work with you to make it right or make it up to you. We ask and encourage all customers to report errors, however small, with their fruit and veg boxes. This information helps us assess how we’re doing, review and improve our systems, and ultimately create the best local & sustainable produce box in NSW.

If you received one or more of your exclusion items, please take a photo of your box and send it to the admin at hello@oddprod.com.au. We will work with you to make it right or make it up to you.

I requested more of some produce items but didn’t receive them. Why not?

For our Fruit & Veg Boxes, we guarantee that we will exclude the (up to 5) items that you choose each time. We invite you to choose items that you would prefer, but unlike excluded items, we cannot guarantee that we will be able to pack more of preferred items.

This is because we source a limited number of items to pack in place of exclusions. If we have your preferred items available in sufficient quantities, we will pack them. However, this is not always
possible.

How do you ensure the produce is fresh?

We carefully pack your Oddprod box on the same day it’s delivered to you. All the produce comes directly from local growers and suppliers, so it’s as fresh as possible when it arrives at your door. Plus, we keep it stored at optimal temperatures right up until delivery.

We also include a frozen water bottle in your box, to keep the internal temperature cool.

Are the fruits and veggies washed before packing?

Most produce is packed as it comes from the farm to preserve freshness and reduce unnecessary water use. We recommend giving everything a quick rinse before you use it—just as you would with any produce from the store.

What happens if I receive damaged or spoiled items?

We’re all about quality, so if you ever find an item that’s damaged or past its prime, let us know right away! We’ll either refund you or provide a credit to your next box. Your satisfaction means the world to us.

Misc

Other Questions

I’m not using all the produce in my box. What do you recommend?

If you’re getting a back-log of produce, you are always welcome to temporarily order a smaller box or pause your subscription for a week to give you time to catch up. If you are consistently struggling to use up your produce, you have a few options:

  • Utilise the preferences form to ensure you’re getting less of what you don’t want and more of what you do!
  • Reduce box size or frequency of your box.

You’re always welcome to chat with our team who can provide advice on possibilities that might work for you.

What If I Am Not Home To Accept The Delivery?

At Oddprod, we completely understand that life can get busy, and you may not always be home to receive your delivery. That’s why we strive to make the process as smooth and flexible as possible for you!

Our friendly drivers are happy to leave your box in a safe place of your choosing. The driver will message you when they are on the way, so you can message back and let them know if you have any preferences for where they should leave your box.

Do You Deliver to Post Office Boxes?

We’re all about delivering fresh, high-quality produce right to your doorstep! Unfortunately, we are unable to deliver to Post Office Boxes. We want to ensure that your fruits and vegetables arrive in their best condition, and delivering to a physical address helps us achieve that.

To guarantee the freshness and quality of your produce, we recommend selecting a delivery address that you can easily access. This could be your home, workplace, a friend’s residence, or even a trusted neighbour’s address. By choosing one of these options, you can rest assured that your box will be safely delivered, ready for you to enjoy.

We understand that life can get busy, and sometimes you might not be around to receive your delivery. That’s why it’s a great idea to have a
reliable address where someone can accept your box for you.

What if I receive produce that I don’t know how to use?

We are working on building recipe ideas for lesser known produce items! Coming soon...

But in the meantime we encourage you to look at recipes online, and watch tutorials on how you can make the best out of the produce in the box.

Further Questions?

Fresh

Local

Convenient

Value

Customisable

Sustainable

Healthy

Farm-to-Table

High-Quality

Savings

Nutritious

Fresh

Local

Convenient

Value

Customisable

Sustainable

Healthy

Farm-to-Table

High-Quality

Savings

Nutritious