Maui Hub

FAQs

How Does Maui Hub work?

  • How & When Do I Pay?
    • Credit cards are processed on the Friday before your pickup day so we only charge what ends up in your cart. A successful order will always follow with an email confirmation, which you should check right after you place your order. If not in your inbox you should check your spam/clutter folder. If not there, log back in and resubmit order confirmation.
  • Can I cancel my order after it has been placed?
    • Maui Hub typically cannot refund orders already placed and confirmed if the end of the ordering period has passed. Items are harvested and packaged to order, and are highly perishable. Therefore, no refunds can be given for reasons beyond the control of Maui Hub, such as customers being unable to pick up their orders on pickup day. Thank you for your understanding!
  • Do You Accept SNAP/EBT?
    • Yes. We accept the Food Stamp function of the EBT card, but not the cash function. If you have any problems updating your account “Payment Preference” to SNAP-EBT, contact the market manager: info@mauihub.org
    • Regardless of selected Payment Preference, all customers must have a debit or credit card on file. Credit cards are used for Home Delivery (in eligible areas) and purchase of non-EBT eligible items, as well as a backup for unpaid for orders (after 1 week of non-payment).
  • What if I’m a SNAP/EBT customer and can’t pay at pickup?
    • SNAP-EBT-Kokua Card policy: If non-payment occurs because of no card, low balance on card, or you don’t show up and we must carry the charge beyond the pickup date;
      • 1) we cannot extend the DA BUX discount for that order
      • 2) we can only carry the EBT order charge for one week following your missed pickup. You have the option of utilizing your full EBT benefit if you pay when you pickup your order from the Kahului warehouse, or when you pickup and pay for the following week’s order.
      • 3) Policy Update 1/26/2022: orders not picked up and paid during the week following your missed pickup will be charged to the credit card on file.
  • Does Maui Hub honor the Double Up Food Bucks (DA BUX) program?
    • Yes. Eligible fruits and vegetables receive a 50% discount. Examples: $80 in qualifying produce = $40 discount. $120 in qualifying produce enjoys a $60 discount. The discount is not reflected on your order but applied when we scan your card at pickup (available at all pickup sites and home delivery).
  • Will I see my “DA BUX” discount on fruits and vegetables reflected in the total cost?
    • Yes. Your order confirmation will list and total all eligible items. We manually double check the discount according to the rules of the program. You pay the balance with your EBT card at the pickup site and the DA BUX administrators send Maui Hub a refund at the end of the month based on our capacity to prove customers paid their portion of the bill.
  • What happens to my order if I forget to pick it up?
    • Unclaimed orders are returned to our packing and refrigeration facility at 250 Alamaha St. S9 in Kahului (Across from Goodwill donation center). Customers that missed their pick up window can retrieve their bags at Sun Fresh on Saturday until 2:00pm or Monday-Wednesday 9:00am-4:00pm. Simply, let someone in the office know you are picking up for Maui Hub and provide the name on the order.
    • Refunds are not available if you forget to or cannot pick up your order. All unclaimed orders will be donated to charity on Thursday.
    • Customers should make every reasonable effort to honor the volunteers staffing the pickup sites and claim their produce in the hours designated for your pickup locations.
  • What happens to an order I create but then miss the Tuesday deadline for submission? Does the order carry over to the next week?
    • No. At exactly 11:55 pm Tuesday night all unconfirmed orders are deleted from the system so you will have to start anew during the next order period. One of the main reasons is that many items are seasonal and there’s no guarantee what you order one week will be available the following.
  • Are your products Organic?
    • Many are and you can assure you are purchasing according to your preferences by using the attribute filters on the site.
  • Are your products locally sourced?
    • Yes. Maui availability is first criteria. We will also work with neighbor island hubs to bring you Hawaii sourced products not grown or made on Maui.
  • How can I donate your products to a family in need?
    • Go to MauiHub.org > Donate to provide a Give-A-Gift-To-A-Family donation. We’ll see that it goes to a local family in need. You may also use the link to initiate a gift certificate for a specific individual or family of your choosing. Simply make the donation through the Donate link and notify us via info@mauihub.org to let us know where to send it.
  • Are donations to Maui Hub tax deductible?
    • Yes. We are recognized as a non-profit in the State of Hawaii and have received our official Letter of Designation as a 501c3 non-profit from the IRS.
  • What is your policy should I be dissatisfied with the quality of a particular item?
    • Any products that are delivered to the customer in unsatisfactory condition may be credited against future orders. Please take a photo of the item and text it to Lisa at 503-701-8285 or email to info@mauihub.org. You may also use our Contact Us form to communicate any problems with your order.
    • SNAP-EBT customers receive a credit equal to the amount paid by EBT, which is 1/2 of the listed price after the DA BUX discount.
  • What are your future plans?
    • Home Delivery (began Kihei and Central Maui in May 2021 and has expanded to Maui’s west side)
    • Greater storage capacity (expanded warehouse allocation at Sun Fresh beginning Oct. 2021)
    • More refrigeration temperature options
    • More protein options (local beef coming Feb. 2022)
    • Our own fleet of refrigerated trucks
    • Paid staff (Began Sept. 2021)
    • Two order/distribution cycles per week
  • Do you publish a newsletter highlighting what is new and other need-to-know information?
    • Yes. Published weekly to all registered customers that haven’t opted out. Check your clutter/spam filter if not receiving.