Returning Three Stone Hearth Customers: Tips and Pointers (and FAQ) For Our New Website
Welcome to our new website! This is our first online makeover in more than eight years. For those of you used to our previous system, it may take a little getting used to. From customer feedback we received in the past few days, we can offer a few tips and pointers as you go in, look around and place your order.
DO NOT CREATE A NEW ACCOUNT. Your existing TSH account and password are still active. You can easily reset your password (6 character minimum) if you want to change or don’t remember it.
You will have to enter your credit card information the first time you order, then you can save it for future ordering.
You should also update your address, phone number or any other account information.
No need to sign up for our email newsletter: you're still on our list.
Cultured Foods includes krauts, pickled veg, our cultured condiments and cultured dairy products.
Frozen includes an assortment of items from recent weeks, our meat patties and raw liver.
In the Pantry section you'll find our nuts, granolas and Paleo Crunch, as well as our house-rendered nutrient-dense animal fats.
New Website FAQ (Frequently Anticipated Questions)
Q: Why are you changing your online pre-ordering system?
A: Our new system is more attractive, user-friendly and mobile-responsive than the one we have been using for many years.
Q: How will the new site work differently than the current one?
A: Our products used to appear on one long list, which grew quite a bit over the years (over 200 items!). On this site, you can view our weekly menu of housemade products, and all our product lines, separated by category, as well as search by tags. It should be easier to see what we offer, and to find what you’re looking for. Overall, the new site functions more like other e-commerce sites, so it should feel familiar and be easy to navigate. (You can still view the familiar long list of all our products, in alphabetical order, in the Shop All category.)
Q: Do I need to do anything to make sure my account is still active?
A: Your current TSH account has transferred over to the new system. You will use the same password to access your account in our new system, and you can easily update and change it (6 character minimum). You will have to enter a credit card the first time you use the new site, then you can save it for future orders. You can also review and update any other information on your account.
Q: If I have a credit on my account, will it transfer to the new system?
A: Yes, all credit balances are available to use for online pre-ordering in the new system.
Q: Will the system for jar credits and returns remain the same?
Q: When shopping in the brick and mortar store during your pick-up hours, will I still be able to purchase using my online account?
A: No. In-store and online transactions use two separate systems. All in-store purchases will be transacted at the register, using Shopkeep, the point-of-sale (POS) system we began using in the store in 2016. If you prefer to apply a credit balance from your online account in the store, let the cashier know and we can apply that balance. For us, it’s 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. Please 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 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 will accept credit cards, cash, or checks on 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, carrying a credit balance in our online accounts to use for 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 when people use cash to build a credit balance in their online account. Nevertheless, cash is 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: What about checks?
A. Same thing. You can use a check or cash to pay for in-store purchases on Shopkeep, and you can also use a check or cash to put a credit balance on your online account for pre-ordering.
Q: Do you prefer that customers pre-order online or shop in the store?
A: We prefer that customers pre-order from our menu, and do so as early as possible, after our weekly menu launches online Thursday evenings. Pre-ordering online is the 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: All our pickup and delivery options will remain the same, and all the information related to pickup and delivery is accessible on our new site.
Q: How will Gift Credits work in the new system?
A: The “Give-a-Gift Credit” product is available for you to purchase using your online account. Choose the amount you wish to gift, and who it’s for. We will load the gift credit onto the recipient's Three Stone Hearth account. A notice will be sent to the recipient which includes your personalized note.
Q: Do you have Gift Cards?
A: Yes. Gift Cards differ from Gift Credits. Gift Cards are available for purchase and use in-store only. Gift Cards cannot be applied to online pre-orders.