Covid-19 Frequently Asked Questions
Is High Mowing still open?
Yes we are. High Mowing is officially exempt from Governor Phil Scott’s Executive Stay At Home Order due to being declared critical to public health and safety, as well as economic and national security per Section 6.k. of the Addendum 6 to Executive Order 01-20 issued on March 24th, 2020. We will remain open and operational while doing our part to continue practicing social distancing and other safety measures outlined in the order. As an essential provider of an agricultural service, we appreciate your support and patience as we continue to adapt our operations and navigate significant increases in orders and web activity.
What is the turnaround time for my order?
Our shipping turnaround time for items that are packed and ready to ship is currently within 7 days of order placement. Due to the increase in order volume and the new safety protocols being utilized in our warehouse, our turnaround time for order fulfillment and shipping is experiencing some delays. As of May 4, 2020, orders of in-stock items will ship within 7 days of processing. We request that customers who have placed an order please not email or call us to check on their order status unless it was placed more than 7 days ago. If you have already placed an order with us, it is being processed and you will receive a notification when it ships. We thank you for your patience during this time. Please note, USPS, Fedex and UPS are all experiencing an increase in delivery times due to high volume; please consult your tracking number and allow extra time for your package to arrive.
Why are orders shipping later than normal?
As we navigate significant increases in orders and web activity, we appreciate your patience and support as we attempt to fulfill all requests, ship seed in a timely manner, and mitigate issues facing our website as user activity increases. Due to the Stay at Home Order issued to the State of Vermont, and in an effort to do our part in minimizing the spread of COVID-19, many of our employees are working remotely and our warehouse staff numbers have reduced and moved to split shifts. Staff that remain on site to fulfill and ship orders are having to develop and execute new systems and protocols to help maintain employee safety. These factors combined with the increase in orders have compounded some of our efforts to operate within our normal turn around times. Thank you for your patience!
Why didn't I receive everything I ordered?
In an attempt to expedite the shipment of seeds to our growers, we will be shipping seed as it becomes available, as opposed to waiting for an entire order to be filled before preparing the order for shipment. Seeds that are available and ready to ship, will ship first. This means that your order may arrive in different shipments, but it will help us get available seed out the door more quickly. We are also selling through seed at a rate that makes it difficult for us to communicate the most up-to-date availability. We will email out of stock notices as quickly as we are able. Variety substitutions, refunds, or credits to your High Mowing account are all options in the case of an out of stock item on your order. High Mowing credit does not expire and can be used for any of our products. Items that have not shipped due to their back order status will ship once they have been accepted into our facility and have passed their Quality Control inspection.
What's the best way to contact High Mowing?
As you can imagine, all of our sales and customer service staff are currently inundated with calls and emails regarding orders and they are doing everything they can to offer exceptional customer service to every grower that reaches out. If you need to inquire about the status of an order that was placed more than 20 days ago, or have other questions about an order, please email our customer service department at email@example.com. While inquiry volume remains high, we request that only customers with limited access to email contact us via phone. We will do everything we can to support you and fulfill your seed orders as quickly as possible, with your safety and the safety of our staff as our top priority.
What's wrong with the website?
Our website has had an incredible increase in user activity which may affect functionality during peak hours. If you experience difficulties with placing your order online, we encourage you to try again before 10:00 AM EST or after 8:00 PM EST. Placing your order outside of peak usage should help provide for an improved web experience.
What is the best method for placing my order?
Currently, the best methods for placing your order are on our website, through email by contacting (firstname.lastname@example.org), or by fax (802-472-3201). We are doing our very best to return calls and emails as quickly as possible and you can expect to receive a reply within 7 days. If you are unable to place an order electronically, please call us (866-735-4454).
How can I check the status of my order?
Once your order has been placed, please allow 7 days for your order to ship and your tracking number to be emailed to you. If you have not received a shipment confirmation by the end of that time-frame, please call or email our sales office (email@example.com) and a customer service representative will be happy to give you an update.
I placed a web order and did not receive a confirmation email, did my order go through?
If you placed an order and you did not receive a confirmation email, it may have ended up in your spam or junk folder. Be sure to check these folders in your email inbox and if you did not received a confirmation email at all, you can send an inquiry to (firstname.lastname@example.org).
Can I make changes to my web order?
We will be unable to change your order once it has been processed. Due to the increase in order volume, we will be unable to make changes to orders that have been processed through our website or over the phone. We ask that before you place your order, you double check each variety and quantity to make sure you have selected everything you’d like to purchase before checkout.
What is High Mowing doing differently as a result of Covid-19?
In addition to actively following the recommendations outlined by the centers for disease control & prevention and vermont’s health department, our staff have developed and implemented enhanced cleaning and disinfecting protocols, including daily processes designed to reduce the risk of contamination. We are working with our staff to help them stay up-to-date and well-informed about what is going on nationally, locally, and within our own warehouse. We are encouraging our employees to take extra precautions including frequently washing their hands, working from home when possible, isolating office spaces, and staying home as appropriate and if so, we are continuing their pay for their isolation period. We are temporarily eliminating the option for customers to pick-up their seed order at our warehouse in Wolcott, VT in order to minimize risk of exposure.
Is High Mowing going to stay open?
While we can't predict what the future might bring for our privately owned seed company or even our local region here in Northern Vermont, we have every intention of staying open and continuing our essential agricultural service for the growers of North America. In the event that additional safety measures must be made to help protect our staff, we will communicate changes to operations and order fulfillment immediately.
Will the seeds arrive in time for planting?
As growers ourselves we understand the importance of seeds arriving in a timely manner. Within the current constraints, we are doing everything we can to get seeds out as quickly as possible to help our growers get their seeds sown on time for prosperous future harvests.
Do you have growing information and other resources for gardeners and farmers?
You may be seeking something to read other than the news right now, or you may be tackling a garden project for the first time. In either case, we have a wonderful selection of informative articles to peruse as you plot out your gardens and maintain your crops utilizing organic methods. The articles are divided into sub categories for helpful navigation and specific topics can be searched through the search bar on the left side of the page.