NEW TSH Website & Online Ordering System, Coming Soon: FAQ

 Q: Why are you changing your online pre-ordering system?

A: Our new system will be more user friendly, mobile friendly, and attractive than the one we have been using for the past decade.

Q: How will the new site work differently than the current one?

A: Right now, all our products appear on one long list, which has grown quite a bit over the years. On the new site, you will be able to view our weekly menu of housemade products, and all our product lines, organized by category. It will be easier to see what we offer, and to find what you’re looking for. Overall, the new site will function like other e-commerce sites, so it should feel familiar and be easy to navigate.

Q: Do I need to do anything to make sure my account is still active?

A: Your current TSH account will automatically transfer into our new system. You will use the same password to access your account in our new system. However, if your password was stored and entered automatically by your computer, tablet or phone, you will have to re-enter it the first time you log on to the new site. You will also have to enter a credit card the first time you use the new site.

Q: If I have an existing credit balance on my account, will it transfer to the new system?

A: Yes, all credit balances will remain in your account and will be available to use for online pre-ordering in the new system as soon as the menu goes live.

Q: Will the system for jar deposits, credits and returns remain the same?

A: Yes.

Q: When shopping in the store, will I still be able to purchase using my online account?

A: No. In-store and online transactions use two separate systems. In-store purchases will be transacted at the register, using ShopKeep, the point-of-sale (POS) system we have been using in the store for over a year. If you wish to apply an existing credit balance from your online account, let the cashier know and we can apply that balance to your in-store purchase. For us, however, it is easiest if you pay for in-store purchases directly with cash, check or credit card.

Q: Can I use the credits from jars I return the same day for in-store purchases?

A: Yes. Turn in one copy of your order paperwork to the cashier handling your in-store purchase, and the credit will be applied right then (the other copy is your receipt). Any additional unused credit will be applied to your online account. 

Q: Does this mean I’ll need to bring in my wallet if I want to buy something?

A: Yes. We accept credit cards, cash, or checks in ShopKeep. Please bring one of these forms of payment with you for in-store purchases.

Q: You have encouraged people to pre-pay with cash or check into our online accounts to use for pre-ordering. Do you still encourage this?

A: We have been able to negotiate much better rates for credit card purchases, so it no longer helps us out as much as it used to. Nevertheless, cash or checks are always welcome and we will still be able to put cash on online accounts for those who prefer to order without charging a credit card.

Q: Do you prefer that customers pre-order online?

A: Yes, very much so! We prefer that customers pre-order online, and do so as early as possible, after our weekly menu launches Thursday evenings. Pre-ordering online is a cornerstone of our model as a Community Supported Kitchen, and it helps us a great deal to know in advance what we need to produce and have in stock for the week.

Q: Will pickup and delivery options be changing?

A: No, all our pickup and delivery options will remain the same, and all the information related to pickup and delivery will be easily accessible on our new site.

Q: How will Gift Credits work in the new system?

A: The “Give-a-Gift” product will be available for purchase using your online account. Choose the amount you wish to gift and who it’s for. We will add the gift credit onto the recipient’s Three Stone Hearth online account. A notice will be sent to the recipient, which will include your personalized note.

Q: Do you also have Gift Cards?

A: Yes. Gift Cards differ from Gift Credits. Gift Cards are available for purchase and only for use in-store. Gift Cards cannot be applied to online pre-orders.

Q: What resources will you offer to help customers learn how to use the new system?

A: Starting Wednesday, August 31, we will have a table set up during store hours to demonstrate the new system. We will also have an online guide starting September 1, with examples of how the new site will look and explanations of how it will function. Once the site becomes active, you can email us with any specific questions.

Q: Will there be any delays when you transfer to the new system?

A: Our plan is to take one extra day to transfer all customer account data to the new system, and launch our new menu on Friday, September 16. You will receive our customary email newsletter announcing that the new menu is active as soon as it is actually ready.


We hope this transition will make our products and information about Three Stone Hearth more accessible, and will help promote nutrient dense foods, traditional diets, and the values of a local food system to a wider audience. We appreciate your support of our cooperatively owned, Community Supported Kitchen.