How do I get started?

The first step in placing an order is to set up a customer account through our online store. You can use your account to monitor the status of your current order, view your order history, and pre-authorize a credit card. Once you've established an account with us, fill your cart and then head over to the checkout page to complete your order. 

How does pricing work for meat?

The price listed for each cut is a per pound price. The average weight of each cut is listed to give you an idea of how much meat you'll be receiving, and based on that average weight, you'll be given an estimated cost at checkout. As we put together your order, we'll weigh each package in order to calculate an actual total for you.

How do I pay for my order?

You'll be asked to pre-authorize a charge to your credit card at checkout. Since our products are sold by weight, we'll tally up your order on our end and complete the charge to your card once we've calculated your grand total. You won't be in the dark on how much your order will cost-- our platform will provide you with an estimated total based on the price and average weight of each item. Credit cards used at our store are processed safely and securely with PCI-compliant payment processor, Stripe. We will not have access to your billing information, nor will it pass through our platform's server.

How long does it take to process an order?

We try to pack orders within 24 hours of receiving them. Occasionally we may have events that will prevent us from completing orders within that time frame. Should we need to adjust your pick-up time due to an event, we will notify you as soon as possible. You are not required to pick up your items right away. Once you've received a pick-up notification, you are welcome to collect your order on any day at any time after the pick-up time stated in the email. We ask that you do your best to pick up your order within a few days of receiving your pick-up notification to help us free up space in the farm stand. If things change and you are unable to make it within a few days, please let us know. We are happy to hold onto it for longer, but we may move it to a different freezer to make room for other orders until you're ready. 

How do I select my pick-up location?

Pick-up locations can be selected at the top of the Checkout page. Click EDIT next to "Pick-Up Location." A box will appear with the option to search locations by zip code. Searching any local zip code should pull up available pick-up locations. For meat, eggs, and fiber, we offer pick-up on the farm year-round. We offer a second pick-up location May-September, at the Los Altos Farmer's Market. See the Pick-Up Location tab for more details on farm stand and market pick-ups. For CSA customers, go to CSA Info for details on where to pick up your box.

How will I know when my order is ready?

You'll receive an email notification from us once we've finished processing your order. This email will be separate from the automatic email confirmation that you'll receive once you've placed your order. It will include all the details you need to know about how to pick up your goods! 

Didn't find the answer you were looking for? We're happy to help! Email us at store@hiddenvilla.org.