Frequently Asked Questions
General food hub questions
What is the High Country Food Hub?
The High Country Food Hub is an online farmers market. The Food Hub is an online platform where 80+ local producers sell their products to the public. The Food Hub operates year-round, and allows customers to purchase from multiple farms and pick up all purchased products in one convenient location.
How is the High Country Food Hub different from a grocery store? The High Country Food Hub differs from a conventional grocery store in several ways.
1) The Food Hub only sells products that are grown or produced within a 100 mile radius of the Hub
2) You can change your order until Monday night at 11:59 PM
3) The Food Hub is a not-for-profit organization, and is operated by Blue Ridge Women in Agriculture.
What types of products can I purchase through the High Country Food Hub?
Types of products that you may find on the Food Hub include: vegetables and fruit, mushrooms, pork, chicken, beef and lamb, bread, honey, prepared dishes and meal kits, tinctures, soap, coffee, chocolate, cut flowers, plant starts and much more!
When can I shop?
The online market is open from noon on Thursday until Monday night at 11:59pm, you can create and edit an order at any time while the market is open.
BE SURE TO CONFIRM YOUR ORDER IN YOUR CART!
When do I pick up my order? How do I pick up my order?
Time and date of order pick up depends on the location you’ve selected:
How do I pick up my order?
Bring your own bags and/or coolers to pick up your order!
-If picking up at the High Country Food Hub, text 828 - 412 -0834, and we will bring out your order to one of our tables and let you know it’s ready.
-If picking up at a satellite location, walk up to the satellite site staff or volunteer, give them your name, and they will give you your order.
Watch the Video to see how pickup works!
Can someone else pick up my order?
If I can’t pick up my order on pickup day, what happens?
You may pick up your order at Food Hub Main (252 Poplar Grove Rd, Boone) Thursday 11:00AM-2:00PM or Friday 9:00AM - 12:00PM. This will be the only location to get your Missed order.
If your order has not been picked up by Friday at 12:00pm, it will be donated to a hunger fighting organization in the High Country.
The High Country Food Hub is an online farmers market. The Food Hub is an online platform where 80+ local producers sell their products to the public. The Food Hub operates year-round, and allows customers to purchase from multiple farms and pick up all purchased products in one convenient location.
How is the High Country Food Hub different from a grocery store? The High Country Food Hub differs from a conventional grocery store in several ways.
1) The Food Hub only sells products that are grown or produced within a 100 mile radius of the Hub
2) You can change your order until Monday night at 11:59 PM
3) The Food Hub is a not-for-profit organization, and is operated by Blue Ridge Women in Agriculture.
What types of products can I purchase through the High Country Food Hub?
Types of products that you may find on the Food Hub include: vegetables and fruit, mushrooms, pork, chicken, beef and lamb, bread, honey, prepared dishes and meal kits, tinctures, soap, coffee, chocolate, cut flowers, plant starts and much more!
When can I shop?
The online market is open from noon on Thursday until Monday night at 11:59pm, you can create and edit an order at any time while the market is open.
BE SURE TO CONFIRM YOUR ORDER IN YOUR CART!
When do I pick up my order? How do I pick up my order?
Time and date of order pick up depends on the location you’ve selected:
- High Country Food Hub Main Location, Downtown Boone: Wednesday 12:00 - 6:30 PM
- Satellite locations, Wednesday or Thursday afternoons (See below for satellite options as we are adding new locations throughout the year!)
How do I pick up my order?
Bring your own bags and/or coolers to pick up your order!
-If picking up at the High Country Food Hub, text 828 - 412 -0834, and we will bring out your order to one of our tables and let you know it’s ready.
-If picking up at a satellite location, walk up to the satellite site staff or volunteer, give them your name, and they will give you your order.
Watch the Video to see how pickup works!
Can someone else pick up my order?
- Yes, someone else may pick up your order. We encourage neighbors to help neighbors! Just be sure that the person picking up the order knows the name that the order was placed under.
If I can’t pick up my order on pickup day, what happens?
You may pick up your order at Food Hub Main (252 Poplar Grove Rd, Boone) Thursday 11:00AM-2:00PM or Friday 9:00AM - 12:00PM. This will be the only location to get your Missed order.
If your order has not been picked up by Friday at 12:00pm, it will be donated to a hunger fighting organization in the High Country.
Local food marketplace portal
How do I create an account?
How do I order products from the marketplace?
How do I confirm my order?
After filling your cart, click your cart in the top right corner. Review your order, then click “Confirm Order” at the top right corner. A pop-up window will open, and you will need to click "OK" to Confirm Order.
I forgot my password.
Visit https://highcountryfoodhub.localfoodmarketplace.com/Account/Login . On the right hand side, click “Reset Password”.
What happens if a producer cannot provide the items I ordered?
We will do our best to alert you, by email, if a producer cannot provide your item. Your item will be credited and you will not be charged.
- Go to our Online Portal here.
- Click “New customers sign up here”, fill in your email address and create a password unique to you
- Click “Create Account”
- That’s it! You’re a part of the High Country Food Hub!
How do I order products from the marketplace?
- Login to your account Here.
- Click "Shop" in the left hand corner.
- Select your distribution day from the pop-up window, by using the drop down arrow.
- You can browse all products, or refine by selecting a category on the left hand side of the screen. Make sure to choose your pickup location before shopping.
How do I confirm my order?
After filling your cart, click your cart in the top right corner. Review your order, then click “Confirm Order” at the top right corner. A pop-up window will open, and you will need to click "OK" to Confirm Order.
I forgot my password.
Visit https://highcountryfoodhub.localfoodmarketplace.com/Account/Login . On the right hand side, click “Reset Password”.
What happens if a producer cannot provide the items I ordered?
We will do our best to alert you, by email, if a producer cannot provide your item. Your item will be credited and you will not be charged.
Satellite Locations
Where and when can I choose to pick up my order other than the Main Boone Food Hub? We have many different locations for your convenience. Locations are added yearly and seasonally, so sign in to your Food Hub account for Exact Days, Times and Pickup Locations.
these are our Satellite pickup locations (as of Jan 2025):
Is there a delivery fee?
Yes, all satellite locations have a $5 delivery fee that will be added to the order total. This fee is waived for EBT/SNAP customers.
CSA BOX SUBSCRIBERS will also be charged the $2 service fee, for a total of $7. You can always add more food hub items to your CSA box to be delivered together.
I would like to change where I pick up my order, how do I do this?
Log in to your account (and before filling your cart), click Account Overview to change your distribution location for that shopping period. Click Account Information to change your default distribution location. Then, shop, fill your cart, and confirm your order. See our guide for complete details. If you have any questions or issues updating your pickup location, please email [email protected].
I’ve already placed an order and the ordering period has ended, but I need to change my pickup location. When is the deadline to change my pickup location?
Please plan ahead and select a pickup location that works for you prior to shopping and confirming your order.
What do I do if there’s wintry weather on a satellite pickup day?
What if I want to add more items after I have already confirmed my order?
Not a problem! Just make sure you are editing your cart at your preferred pickup location.
these are our Satellite pickup locations (as of Jan 2025):
- DEEP GAP (Wednesday)
- West Jefferson (Wednesday)
- Banner Elk (Thursday)
- Blowing Rock (Thursday)
- The Pineola: *SEASONALLY OPEN*
- Todd: *SEASONALLY OPEN*
Is there a delivery fee?
Yes, all satellite locations have a $5 delivery fee that will be added to the order total. This fee is waived for EBT/SNAP customers.
CSA BOX SUBSCRIBERS will also be charged the $2 service fee, for a total of $7. You can always add more food hub items to your CSA box to be delivered together.
I would like to change where I pick up my order, how do I do this?
Log in to your account (and before filling your cart), click Account Overview to change your distribution location for that shopping period. Click Account Information to change your default distribution location. Then, shop, fill your cart, and confirm your order. See our guide for complete details. If you have any questions or issues updating your pickup location, please email [email protected].
I’ve already placed an order and the ordering period has ended, but I need to change my pickup location. When is the deadline to change my pickup location?
Please plan ahead and select a pickup location that works for you prior to shopping and confirming your order.
- If you must change your pickup location, Email [email protected] to by Tuesday at noon with any changes.
What do I do if there’s wintry weather on a satellite pickup day?
- PLease see our inclement weather policy below and check your email on pickup day for updates.
What if I want to add more items after I have already confirmed my order?
Not a problem! Just make sure you are editing your cart at your preferred pickup location.
- When you log in, select the distribution day and location where you have an existing order and continue adding items to your cart. Unfortunately, due to the software we use, it is possible to have 2 simultaneous orders going at the same time (at different pickup days/locations) so please make sure you have selected the desired pickup day and location.
PRICING
The amount I was charged differed from my original confirmation price, why is this?
At the bottom of each confirmation email is a notice that final prices may differ from the price on your original confirmation.
At the bottom of each confirmation email is a notice that final prices may differ from the price on your original confirmation.
- This is due to the fact that many of our items are sold by weight. For example, a producer sells butternut squash for $1.50/lb. We ask that producers enter in the highest possible weight on the item description (a 3 lb squash), so the price listed on the product reflects the highest possible cost ($4.50)
- When producers deliver your products, we manually update your order to reflect the exact weight of the product, so you’ll only be charged for what you recieve. (The producer delivered a 2.5 lb squash, so your total changes from $4.50 to $3.75)
Double Up Food Bucks
What is Double Up Food Bucks?
Double Up Food Bucks is a healthy food incentive program that doubles the value of federal nutrition benefits spent at farmers' markets, helping people buy local food while supporting our local farmers and economy.
Which items qualify for Double Up Food Bucks?
Any SNAP-eligible item qualifies. Any food products except for prepared hot foods (which won’t be available on the Food Hub). Edible plants such as a tomato starts, or rosemary are also eligible.
Is there a limit on how much money can be matched through the Double Up Food Bucks Program?
ICurrently, there is a $75 limit to the match. If your order is over the Match ($150 Total), we will charge the remainder amount to your EBT card.
How do I pay with EBT? How do I pay with EBT if I am picking up at a satellite location?
If picking up at the Boone location, simply bring your EBT card with you, and we will process your payment at the time of pickup. If picking up a satellite location, a Food Hub representative will be in touch with you prior to pick up.
How do I access the Double Up Food Bucks program when placing an order at the Food Hub?
During the process of creating an account, you will be asked what type of payment you would like to use. to use your SNAP benefits for your purchases, choose EBT as the payment method.
Double Up Food Bucks is a healthy food incentive program that doubles the value of federal nutrition benefits spent at farmers' markets, helping people buy local food while supporting our local farmers and economy.
Which items qualify for Double Up Food Bucks?
Any SNAP-eligible item qualifies. Any food products except for prepared hot foods (which won’t be available on the Food Hub). Edible plants such as a tomato starts, or rosemary are also eligible.
- If you plan to use your EBT card as payment for your order, you can still add non-food items to your cart. Please bring a credit or debit card to customer pick up to pay for these items.
Is there a limit on how much money can be matched through the Double Up Food Bucks Program?
ICurrently, there is a $75 limit to the match. If your order is over the Match ($150 Total), we will charge the remainder amount to your EBT card.
How do I pay with EBT? How do I pay with EBT if I am picking up at a satellite location?
If picking up at the Boone location, simply bring your EBT card with you, and we will process your payment at the time of pickup. If picking up a satellite location, a Food Hub representative will be in touch with you prior to pick up.
How do I access the Double Up Food Bucks program when placing an order at the Food Hub?
During the process of creating an account, you will be asked what type of payment you would like to use. to use your SNAP benefits for your purchases, choose EBT as the payment method.
- When you use your EBT card, Double Up Food Bucks will automatically be applied to your order. For example, if your order total is $50 and all items are SNAP-eligible, a Food Hub staff member will swipe your EBT card at customer pick up for $25. The remaining $25 will be covered by the Double Up Food Bucks program.
Payment
What is an e-check, and why should I use this option?
An e-check is simply a direct debit from your bank account. By choosing this option, it saves the Food Hub from paying additional credit card processing fees.
Can I pay with a credit card?
Yes, you’ll be prompted to enter your credit card information when you create an account. Your credit card will not be charged until the Thursday or Friday after your order has been picked up.
Can I pay with my EBT card?
Yes! You may Use your EBT card to pay for your order and you can receive half off of all food eligible items! The High Country Food Hub uses the Double Up Food Bucks Program to match all orders eligible (See Double Up Program details above) Up to $75.
How do I Set up my account as an EBT customer?
Please Review Our EBT Policy and How To Page for how to set up your account and take advantage of our Double Up FOod Bucks Program.
How do I update my credit card/billing information?
Login to your account. On the left side of screen, click “Account Information”, then on the top bar, click “Billing Info” or “Credit Card Info” depending on your needs. Be sure to click the update button at the bottom of the screen to save the changes you have made.
An e-check is simply a direct debit from your bank account. By choosing this option, it saves the Food Hub from paying additional credit card processing fees.
Can I pay with a credit card?
Yes, you’ll be prompted to enter your credit card information when you create an account. Your credit card will not be charged until the Thursday or Friday after your order has been picked up.
Can I pay with my EBT card?
Yes! You may Use your EBT card to pay for your order and you can receive half off of all food eligible items! The High Country Food Hub uses the Double Up Food Bucks Program to match all orders eligible (See Double Up Program details above) Up to $75.
How do I Set up my account as an EBT customer?
Please Review Our EBT Policy and How To Page for how to set up your account and take advantage of our Double Up FOod Bucks Program.
How do I update my credit card/billing information?
Login to your account. On the left side of screen, click “Account Information”, then on the top bar, click “Billing Info” or “Credit Card Info” depending on your needs. Be sure to click the update button at the bottom of the screen to save the changes you have made.
Gift Certificates
Can I buy a gift certificate?
Yes! To purchase a gift certificate, go to our “Gift Certificates” page on our main Food Hub website. Then, follow the directions. If you are an existing customer, you will log in to purchase the gift card and your credit card on file will be charged. A copy of the gift certificate will be emailed to any email address you specify with this method (yours or the person the gift certificate is intended for)
If you are not a registered customer and do not want to create a Food Hub account, you may check out as a guest here. You will enter your payment information to purchase the gift certificate and then you will receive an email with the gift certificate. Thanks for supporting local businesses with a Food Hub gift certificate!
How can I use a gift certificate for my order?
Once you have items in your cart, click on the cart icon in the upper left corner. Scroll to the bottom of your order, and enter the code into the box under “Redeem Gift Certificate or Promo Code”.
Yes! To purchase a gift certificate, go to our “Gift Certificates” page on our main Food Hub website. Then, follow the directions. If you are an existing customer, you will log in to purchase the gift card and your credit card on file will be charged. A copy of the gift certificate will be emailed to any email address you specify with this method (yours or the person the gift certificate is intended for)
If you are not a registered customer and do not want to create a Food Hub account, you may check out as a guest here. You will enter your payment information to purchase the gift certificate and then you will receive an email with the gift certificate. Thanks for supporting local businesses with a Food Hub gift certificate!
How can I use a gift certificate for my order?
Once you have items in your cart, click on the cart icon in the upper left corner. Scroll to the bottom of your order, and enter the code into the box under “Redeem Gift Certificate or Promo Code”.
WHAT If...?
What if there's inclement weather on delivery or pickup Day?
At the High Country Food Hub, our staff and producers are dedicated to fulfilling your orders year-round, but inclement weather can create unpredictable road conditions. We want to ensure that our customers stay informed about potential weather-related impacts. Please see our Full Inclement weather policy below or on our Policy Page.
What happens if a producer cannot provide the items I ordered?
We will do our best to alert you, by email, if a producer cannot provide your item. Your item will be credited and you will not be charged.
What If I order and can't pick up on the Regular pickup day?
If you order and can't pick up, please ask a neighbor or friend to pick up for you. Or You may pick up your order at Food Hub Main (252 Poplar Grove Rd, Boone) Thursday 11:00AM-2:00PM or Friday 9:00AM - 12:00PM. This will be the only location to get your Missed order.
If your order has not been picked up by Friday at noon, it will be donated to a hunger fighting organization.
Producers get paid for all items that are delivered to the food hub. Your card on file will be charged for your order.
How do Food Hub producers get paid?
High Country Food Hub producers are paid by the Food Hub when they deliver the products ordered by customers on a weekly basis. Once Your Order Has been placed on MOnday night, it is delivered, sorted and ditsritbuted by the food hub. Producers receive Payment for all items sold.
In the case of EBT customers who use the Double Up Food Bucks program, producers receive full price for item sold (half from EBT payment and half from the Double Up Food Bucks program funded by BRWIA). When a customer does not pay for or pick up an order, the Food Hub still has to pay the producer for those items. The Food Hub cannot “return” items to producers, so it is essential that customers have enough money in their EBT account or bank account to cover the amount owed. Please keep this in mind when placing your order.
Please email [email protected] or call 828-412-0834 with any questions.
At the High Country Food Hub, our staff and producers are dedicated to fulfilling your orders year-round, but inclement weather can create unpredictable road conditions. We want to ensure that our customers stay informed about potential weather-related impacts. Please see our Full Inclement weather policy below or on our Policy Page.
What happens if a producer cannot provide the items I ordered?
We will do our best to alert you, by email, if a producer cannot provide your item. Your item will be credited and you will not be charged.
What If I order and can't pick up on the Regular pickup day?
If you order and can't pick up, please ask a neighbor or friend to pick up for you. Or You may pick up your order at Food Hub Main (252 Poplar Grove Rd, Boone) Thursday 11:00AM-2:00PM or Friday 9:00AM - 12:00PM. This will be the only location to get your Missed order.
If your order has not been picked up by Friday at noon, it will be donated to a hunger fighting organization.
Producers get paid for all items that are delivered to the food hub. Your card on file will be charged for your order.
How do Food Hub producers get paid?
High Country Food Hub producers are paid by the Food Hub when they deliver the products ordered by customers on a weekly basis. Once Your Order Has been placed on MOnday night, it is delivered, sorted and ditsritbuted by the food hub. Producers receive Payment for all items sold.
In the case of EBT customers who use the Double Up Food Bucks program, producers receive full price for item sold (half from EBT payment and half from the Double Up Food Bucks program funded by BRWIA). When a customer does not pay for or pick up an order, the Food Hub still has to pay the producer for those items. The Food Hub cannot “return” items to producers, so it is essential that customers have enough money in their EBT account or bank account to cover the amount owed. Please keep this in mind when placing your order.
Please email [email protected] or call 828-412-0834 with any questions.
