Frequently Asked Questions (FAQ): FamilyFarmBD

General Information

What is FamilyFarmBD?

FamilyFarmBD is Bangladesh’s premier organic and grocery brand. We supply hormone-free, chemical-free, and fully organic products including fresh produce, poultry, livestock products, supplements, skincare, cosmetics, baby items, and eco-friendly household products directly to your doorstep.

Where do you source your products? Are you a trading company?

No, we are not a traditional trading company or middleman. We are the primary self-producers of the vast majority of the products we sell. We operate and manage our own agricultural fields, poultry facilities, and livestock farming projects. This allows us to maintain 100% control over organic standards, ethical animal care, and natural, chemical-free feeding practices from day one.

What about products you do not produce yourself?

For a small selection of specialty items that we do not produce directly on our own facilities, we partner exclusively with a handpicked network of trusted, family-run farms. We personally visit and audit these partner farms to ensure they strictly follow our rigid, sustainable parameters. We never buy from open wholesale markets or generic traders.

Ordering & Accounts

How do I place an order?

You can easily place an order through our official website: www.familyfarmbd.com. Simply register an account, browse our organic catalog, add items to your shopping cart, and proceed to checkout.

Do I need to create an account to shop?

Yes. To ensure secure processing, loyalty tracking, and precise doorstep delivery within the Dhaka Urban area, you must register and become a member of the FamilyFarmBD platform.

How do I know if my order is confirmed?

Once you submit your order online, our team will verify stock availability and send you an official confirmation via email, SMS, or phone call. Your order is officially accepted only after you receive this confirmation.

What happens if an item I ordered is out of stock?

Because we deal with real, fresh farm harvests and do not stock chemically-preserved foods, availability can occasionally shift depending on the harvest cycle. If an item goes out of stock after your order is placed, we will contact you immediately to suggest a suitable organic alternative or process a refund for that specific missing item.

Delivery Operations

Where do you deliver?

We operate strictly as an online, delivery-only service catering exclusively to the Dhaka Urban area.

Can I pick up my order from your office or farm facilities?

No. To maintain strict biosecurity on our producing farms and ensure maximum freshness, FamilyFarmBD operates strictly on a direct-to-doorstep delivery model. We do not operate physical retail storefronts for customer pickups or public store collections.

What are your delivery charges?

Our delivery pricing structure is straightforward and flat:

• Orders of BDT 1,200 and above: Home delivery is completely FREE.
• Orders below BDT 1,200: A flat delivery charge of 60 TK applies to the total invoice.

Payments, Cancellations, & Refunds

What payment methods do you accept?

We accept two convenient payment methods, handled entirely in Bangladeshi Taka (BDT):

1. Online Electronic Payment: Secure payment via major debit/credit cards (Visa, Mastercard, American Express) or Mobile Financial Services (MFS) such as bKash, Nagad, and Rocket.
2. Cash on Delivery (COD): Pay our delivery agent in cash upon receiving your package at your doorstep.

Can I cancel my order?

Yes, you can cancel an order within 12 hours of placing it by submitting a written request through our website portal or emailing us at info@familyfarmbd.com. If you paid online, a full financial reversal will be processed to your account.

What is your return and refund policy?

• Non-perishable items: Packaged dry groceries, eco-friendly cleaning items, and organic cosmetics can be returned within 7 days of purchase, provided they remain unopened, untampered with, and are accompanied by the original receipt.
• Perishable items: Due to strict food safety, hygiene, and temperature-control standards, we cannot offer refunds or returns on fresh produce, dairy, meat, poultry, or baby food once delivered.
• Damaged Items: If an item arrives visibly damaged, please notify the delivery agent immediately upon arrival or contact our customer support within 2 hours of delivery with photographic proof.

Security & Privacy

Is my personal and financial information safe on your website?

Absolutely. We do not store any credit/debit card numbers or MFS pins on our corporate servers. All digital transactions are securely routed through bank-approved, PCI-DSS compliant (SSL-encrypted) payment gateways. Furthermore, your account password is protected using SHA512 one-way cryptographic hashing, ensuring your profile data remains completely unbreakable and secure.

Loyalty & Corporate Programs

How does the FamilyFarmBD Loyalty Program work?

Our loyalty program rewards our organic community with accumulated cashback on valid web purchases, tracked via your member portal. This cashback can be redeemed as a direct cash deduction on your very next order. The program features three progressive tiers: Healthy Friend (entry level), Organic Friend (unlocked at 5,000 BDT spend in 30 days), and BioDynamic Friend (unlocked at 15,000 BDT spend in 30 days), each offering higher cashback percentages and premium farm-to-table rewards.

Do you offer corporate or partner privileges?

Yes. Verified members of our recognized corporate partners, employee wellness programs, or specific premium bank cardholders are eligible for a 10% to 15% discount on their total bill, along with flat-rate corporate delivery benefits. These partner discounts are independent and cannot be combined with ongoing seasonal flash sales or clearance bundle offers.