FREQUENTLY ASKED QUESTIONS

Please be aware when using desktop or mobile, you may see the website slightly different but generally should be the same method. Sign Up is what you first do to become a member of the Matthey Farm; this is completed once. Make sure you have a talk to Farmer Gene in Live Chat so we can establish which badge you are eligible for to access the SHOP. LOG IN is located in main menu (top of page on your right). Please add your first & last name, email address, phone, and address. Becoming a New Site Member which transfer all info for checkout when ordering. If you wish to use the invoice (in email) to claim, then Add your business name and address so it will appear after you have placed your order. Stay logged in when you have finished ordering, do not log out. Also, have your email address and password saved for this website as you may need it in the future and for Regular Customers to access the Mobile App. Pictures is of the Main Menu, which gives you the option to go anywhere around in the website, this is always located at the top of the website. Access to your cart is the pictured cart (mine had five products 😃) Desktop view: Mobile view (Login in is located in the white three bars on right When you click on the white three bars on your mobile, it will take you to the Main Menu selection as shown below. The Login part is in the yellow highlighted part. All Steps 1, 2, 3 & 4 must be completed in full simultaneously to have your order processed correctly every time. If there are steps missing and you haven't consulted Farmer Gene via "Live Chat" to advise/ negotiate, then your order will be cancelled by 7am the following morning, and you will receive notification of this in both "Live Chat" and via email. Visitors are unable to access any SHOP subsections, unable to order and Farmer Gene is unable to respond to any questions you seek in Live Chat. This is the website which does not allow the above actions. If you do have any questions, please seek your answers in FAQ or Sign Up if you are ready to access the ANYONE can order" subsection which sells only Silage, Straw, Mulch when it is produced & available on this farm. Regular Horse Customers are RC's who have horses & can access mobile app. Stockfeed Customers are regulars who have cattle, sheep, alpacas & goats. ANYONE can order is for those members who l have spoken to and have any badge to access to buy Silage, Straw or Mulch when its available. No visitors can access any subsections of the SHOP. Mobile App has been updated in FAQ for those who still don't have the app icon on your mobile. This app is only for those who have the yellow mobile app badge and who have horses only. If you have both horses & stock, then it would be suitable to use the website.

At the Main Menu area, select the "SHOP" then there is three subsections: ANYONE can purchase, Stockfeed & Regular Customer. PASSWORD A Regular Horse Customer buys the Horse Quality small squares as advertised if they have purchased these products since November 2024. The Regular Customer badge is assigned to those customers eligible. Stockfeed subsection is available to those who have purchased Stockfeed bales in the past to feed cattle, sheep, goats & alpacas. Please speak to Farmer Gene via Live Chat, to get a badge to access either SHOP subsection, will depend on who you are feeding. l will be adding pictures from the desktop only, mobile will be quite similar. FAQ "Step 1 with pictures" will show you the location of the Main Menu for all devices. You must complete Steps 1, 2, 3 & 4 simultaneously to avoid your order being cancelled by 7am the following morning if no communication has been made from you via Live Chat (in your spam/ junk email folder if offline). Have a look at the Products (Hay/ Straw) and select which one you are needing and if you are eligible too. (pictures of hay above is an example only) There is a description of each product if you scroll over the bottom section and a faded "Quick View" appears above the title. Then select "View more Details" and scroll down below the picture for the description for Desktop only. Mobiles you need to double click the picture and scroll down. Above Picture: Select a product by clicking on the " + "to increase the quantity you need (Multipacks are 14 x small square bales), then press "Add to Cart" then "View Cart" at the bottom. Here you will have access to the Main Menu if you wish to go back to SHOP to order a different product in this same order/ pick up day. Picture Above: here is the view of your desktop cart (product and quantity is an example only), mobile view is similar. You can see here that you have access to everything you need - Main Menu, highlighted "Go to Unassisted Booking" link, highlighted "Have you completed all 4 Steps" is not only a reminder but a section where you can add a note to your order. If you are after Unassisted Loading (load the bales yourself), then please press the "Go to Unassisted Loading" (highlighted above). If you require Assisted Loading 7am to 9am - press the "Booking Calendar" in the Main Menu. Now you need to continue to Step 3 - Day & Time of booking, as this order is incomplete at the moment and will not be approved unless you have spoken to Farmer Gene via Live Chat.

* This part is a continuation of FAQ Steps 1 & 2 with pictures. You must complete Steps 1, 2,3 & 4 simultaneously to avoid your order being cancelled by 7am the following morning if no communication has been made by you in Live Chat to Farmer Gene. Step 3 is another vital part of the process to be completed for your full order by selecting a day & time to pick up your ordered bales. How else will Farmer Gene know when to have your bales out ready for pick up? Because l only accept cash payment and l have both products and services, two different sections had to be created to streamline as best as we could. In your cart (picture above with product & quantity as examples), you have two options of. Assisted Loading 7am to 9am - select the "Booking Calendar" in the Main Menu and then select "Assisted Loading", then "Book Now" or Unassisted Loading - (load the bales yourself) select the highlighted "Go to Unassisted Booking" this link will take you straight to the calendar. For this example, l chose Assisted Loading. Now the first thing you need to select is the day you wish to pick up. Assisted Loading has all appointments tripled booked, so up to three customers can pick the same time. This is because both Farmer Gene and Farmer Steve will be ready with both forklift and tractor to let you know where to park so they can load you and you have time to tie down your load during the busy times. Otherwise, it is the usual process of reversing into the shed. All vehicles, trucks (semi) and horse floats can fit into the shed. Unassisted Loading has just one customer per half hour appointment. If you don't see your desired time, then it is already booked out sorry. Click on "Check Next Availability" will take you to the next available appointment. As you can see, you have the four options of time, please select a time and then press next. This will take you to "Client Details" which should already be filled in from your Login in details. You have another area to "Add your Message" at the bottom right. The "View Policy" states To cancel or reschedule, please let me know asap, thank you. If you agree with the "Booking Details" on your left, then press "Add to Cart". At this stage, you want to view cart and it will look like below; Your second last cart order should look something like this above (examples only of product, quantity, day and time of appointment). It has the product & quantity It has the pick up day and time listed in the service section my cart has grown by one as the service was added the total amount of cash to pay on pick up l still have full access to the Main Menu and Login l have the rubbish bin icon next to the total amounts to adjust my order Final cart order (above) is to ensure you're happy with everything, you can click on "More Details" for more information. Again, it will show your contact details at the top, and if you need to change anything, it can still happen here. Once you are satisfied with your order, press the final blue button "Place Order". You will be Thanked and advised that you will receive a confirmation email soon (picture above). 2 x emails from the Matthey Farm should be received within a minute of placing the order titled; Thanks for shopping with us (#10061) - this is your order number Matthey Farm - Pick up booking confirmed - Basically its all the instructions for pick up. * If you are running late to your appointment or need to cancel for whatever reason, that's ok, life happens. You can alter your order in the Log In section under "My Orders". This will send me an email to advise of your order change or please let me know as soon as you know via "Live Chat" and we can go from there. * Do NOT rush to any appointments. l would prefer you arrive safely then not at all. *** Always check your spam/ junk folder in your emails as there might be your confirmation emails, correspondence or cancellation of an order from Farmer Gene if you are offline on this website ***

There has been a glitch with the ordering system as * Customers are not looking for the TWO methods of Confirmation and turning up to the farm with incomplete orders to get their hay and nothing is out for them to pick up. 1. Receive a message via Live Chat from Farmer Gene to say your order is confirmed. If you are offline, an email is sent to your spam folder. 2. Two emails confirmation for your order (product/ quantity and day/ time) Please don't assume your order has been processed * Emails can be hiding in your spam/ junk folder. ALL ORDERS MUST BE CONFIRMED by Farmer Gene in Live Chat * If you are running late to your appointment or need to cancel for whatever reason, that's ok, life happens. You can alter your order in the Log In section under "My Orders". This will send me an email to advise of your order change or please let me know as soon as you know via "Live Chat" and we can go from there. * Do NOT rush to any appointments. l would prefer you arrive safely then not at all. If you still have items in your cart, then your order has not been completed. l hope all four of these detailed steps help you out. If you see any errors, please let me know as l am doing this while l am sleeping 😴😂 *** Always check your spam/ junk folder in your emails as there might be your confirmation emails, correspondence or cancellation of an order from Farmer Gene if you are offline on this website ***

Only those who have Logged In (is a member) and have consulted with Farmer Gene via Live Chat can order. You must follow all 4 steps every time you order. Fail to do so will not be complete and will be cancelled by 7am the following morning. You can only order what is advertised. If it's not displayed, it's not available. Step 1 - Sign Up to become a new Site Member (you do this once per person) Then you Log In and don't log off. Step 2 - select a Product and Quantity go to Shop (on main menu), then select a subsection you are eligible to go into to order. (you can select more than one Product), view cart, then Step 3 - select Continue Browsing (in cart to go straight to Unassisted Loading) or Booking Calendar (top Main Menu and scroll down to Assisted Loading or Unassisted Loading), then select the day and time which suits you for pick up. Step 4 - seeking Confirmation from Farmer Gene in Live Chat 7am to 7pm daily (your spam email if you are offline) and looking at your two emails (1. product/ quantity 2. day and time) * You must complete Step 1, 2, 3 & 4 for Pickups simultaneously to avoid your order being cancelled by 7am the following morning. If these instructions are too confusing, please see the picture version of the 4 steps in FAQ. Steps 1, 2, 3 & 4 are individual in FAQ. There is also a Mobile App for Regular Customers to download. It's much easier for ordering and communicating. See "Mobile App Instructions" in FAQ For all orders requiring Assisted Loading or Unassisted pickup, there is a minimum of three hours' notice and two weeks maximum required please as Farmer Gene is always a busy Vegemite. If you require a FULL LOAD delivery, please read the information on the FAQ - "Do you deliver? If so, what are the delivery terms & conditions?" before you send Farmer Gene a message. Matthey Farm is closed Christmas to New Year and Good Friday to Easter Sunday - this will be advertised in the SHOP section. During this period that is for Farmer Gene's Mental Health, just time out from customers and his mobile. Please respect his time out, there will be no products advertised, unable to make any appointments and he will not be available for Live Chat during this time. All notifications will be switched off so Farmer Gene can have a break from his consistently flashing mobile. Also closed when all the hay has been sold for the season.

*Entry to Matthey Farm is always via appointment* open 7 days per week from 7am till 7pm excluding Good Friday to Easter Sunday & the Christmas to New Year and when all the hay has been sold for the season. (Complete Step 1) Ensure you are Logged In (Step 2) selecting the product/s and quantity in the 'SHOP" (Step 3) then select your preferred day and pick up time in the "Booking Calendar" (Step 4) seeking order confirmation via Live Chat and emails Farmer Gene requires a minimum of 3 hours notice to prepare your order, as he is not always at the main farm. Occasionally if you order on the same day as pick up, it could be delayed if Farmer Gene is not at the main farm, returning later in the evening. You will be notify if this is the case via Live Chat. If your able to give plenty of notice, the day before will guarantee your prefer timeslot. Loading Times Assisted Loading times are 15 minutes per appointment at 7am to 9am Unassisted Pick-Up times are 30 minutes per appointment at 7am to 7pm If you’re running late or unable to make it, please alter your order in the Log In section under the "My Orders" section or contact Farmer Gene via the "Live Chat" function, always located at the bottom right of your screen. Strictly CASH payment only on pick up/ delivery ⚠️ CAUTION Watch out for machinery moving around the shed and snakes - it is a farm

Matthey farms accepts Cash Only on pick up and delivery. No online payment or eftpos facilities are available sorry. Full payment must be made on the day of pick up/delivery. This method is a great preventative for scammers. #CashIsKing

Unfortunately, because of the unpredictability of farming (due to weather conditions etc) pre-orders cannot be guaranteed to be filled. For this reason, Farmer Gene does not accept any pre-orders.

Yes. GST is always included in the price of all Farmer Gene's & neighbour, Farmer Geoff's products.

It's likely because you haven't completed the order correctly or your email could be hiding in your spam/ junk folder? To ensure you have completed your order correctly, and because it's slightly unusual to order because of the cash payment offered (nothing electronic sorry), you have to follow the four steps. Log In (all personal details is not used by anyone, and the address is your Billing Address) select Shop for Products & Service part, scroll down for Step 3 - select Booking Calendar to select the day and time which suits you for pick up. Have you looked for your order confirmation from Farmer Gene? Ask him about your order in Live Chat. If you are wanting a delivery, please let Farmer Gene know via "Live Chat" and See the FAQ regarding delivery t&c. Check to see if there is anything in your cart, if yes, then keep checking out until it is empty. You can see if your order went through via the Log In section on 'my orders". Here you can alter the day/ time if needed but please don't change the same order more than three times.

All New Customers must first become a "Site Member" prior to ordering and establish with Farmer Gene via "Live Chat" which hay you are eligible to purchase prior to any orders being made please.Deliveries of full loads (see below) are only offered to Oaten & Grass/ Lucerne mix Hay small square bales, all Hay Rounds and all Silage. You must have machinery for unloading or assistance for unloading.Season 2025-2026 Matthey Farm only accepts delivery orders via Live Chat from Site Members with their delivery address listed in their membership details and will need to send me a message via Live Chat.l will then add the product/ quantity, delivery and manual handling fee. Delivery days/ times will be negotiated and will be subject to availability and weather conditions. No delivery is offered at the start and end of any season.No same day delivery services available. Terms & ConditionsDeliveries is limited to within 100km of from Matthey FarmAdditional fees may apply for deliveries over 50km Delivery includes wages, fuel & service with a smile 😃Must equal full load = small square bales are in packs of 14NO delivery is offered for any Tasty, Yummy or Delicious Lucerne Hay sorry - pickups only. All unloading must have machinery available to use or 20c per bale, $1 per round cost if assistance is availableMinimum delivery fee is $10Strictly cash payment upon deliveryUte & Trailer is $2 per km one way from farm FULL LOAD is:- 112 x small squares of Oaten and or Grass/Lucerne mix Hay (can be mixed load)- 5 x Lucerne Silage but must have manual equipment for unloading- 5/6 Rounds (depending how far to travel)- 60 small squares & 3 Rounds- 20 small squares & 5 RoundsTruck is $5 per km one way from farm FULL LOAD is: - Any 280 x small squares of Oaten and or Grass/ Lucerne mix Hay (can be mixed load in packs of 14 small square bales)- 24 Lucerne Silage or - 22 Rounds- Must have machinery for unloading truck- Height of truck is 4.5 meters, width 3 meters and length is about 12 meters so the area and shed/ driveway need to be accessible.

Assisted Loading is 7am to 9am for 15 minutes and here the timeslots are tripled, meaning that up to three customers can select the same time. This is because both Farmer Gene (some mornings) and Stephen (brother) can use both the forklift and tractor to load Multipacks, Rounds and Silage at the same time. If it is busy during this time, you will be notified where to park so you can be loaded and you have the time to tie down, securing your load of hay. Unassisted Loading (loading the bales yourself) is just the one timeslot allocated per customer for 30 minutes. It is important to stick to your time, so you have time to arrive, time to load the hay and time to secure your load. If you arrive too early, you will only be rushing the other customer, and your order may not be out ready for your pickup. During the busy time for picking up orders, they can be placed in the shed of a morning, lunchtime and evenings. There are only so many orders which can be placed out ready at any given time due to the space in the main shed. If Farmer Gene is out on other farms during the whole day and depending on the weather; orders may be placed outside of the shed or along the edge in the opposite shed, you will be notified if this is the case. If you are ever running late and will not be able to make your timeslot, please notify Farmer Gene via Live Chat so you can negotiate a new timeslot that is convenient for both you and other customers.

All New Customers must first become a "Site Member" prior to ordering and establish with Farmer Gene via "Live Chat" which hay you are eligible to purchase prior to any orders being made please. Matthey Farm offers two options for picking up your order in Step 3 -" Booking Calendar": 💪🏼 UNASSISTED PICK UPS is when you can load the hay/ straw yourself. So you can pick any day, any time from 7am to 7pm - half hour appointments. A minimum of 3 hours notice is required as Farmer Gene is not always working on the main farm and may not be available to put your bales out. If you are needing to pick up outside of these hours, please let Farmer Gene know, so he can complete Step 3 for you. If you’re unable to make it or running late, please contact Farmer Gene via the "Live Chat "function. *************************************************** 🚜 ASSISTED LOADING - Daily from 7am to 9am by appointment only - 15-minute appointment Farmer Gene will be more than happy to help you load your hay! Assisted loading is only available between these times as Farmer Gene is quite busy preparing hay for your lovable furballs! These time slots are tripled, meaning up to three customers can select the same time. This is because Farmer Steve is always around the shed for Assisted Loading daily. So, there can be two lots of machinery loading hay. If you’re unable to make it or running late, please contact Farmer Gene via the "Live Chat" function.

Badges are allocated to all customers when they first sign up on this website after chatting to Farmer Gene via Live Chat. When you are LOG IN this website, Badges help you access a subsection in the SHOP, helps Farmer Gene know your needs and when a product becomes available, a message/ email may be sent to notify you. Please check your badges located in your "My Profile" and let me know if your list needs to be updated. Mobile App & Regular Customers must have the Mobile App & Regular Customer - 25 badges for accessing both, the Regular Customer subsection. Stockfeed badge accesses the Stockfeed subsection on the website ANYONE can order - any of the remaining badges to order on the website (must have at least one badge listed below) The list below is the current badges: Mobile App (yellow) - for regular customers only Regular Customer - 25 (red) for those who purchased horse quality small bales since 8th November 2024 Stockfeed Customer (creamy/pink) - purchasing hay for cattle, sheep, goats Horsey Badge (blue) - owns horses and wanting to purchase horse quality small bales of hay (not a regular customer) Delivery Customer (dark purple) - customers who get full load deliveries of hay Silage Customer (light green) - those who purchase silage for stock Grass Hay (light purple) - those who purchase horse quality grass hay small bales Green Thumb (dark green) - purchasing mulch for the garden (usually lucerne hay or pea straw) Roundy Round (very light purple) - wanting or have purchased any round bales which are suitable for horses or stockfeed Unknown Customer (orange) - for those who have signed up to join the website and still hasn't had the conversation with Farmer Gene via Live Chat to identify themself and their hay/ straw needs Oaten Customer (light red/pink) - those who are wanting or have purchased horse quality Oaten Hay Beaver (light blue) - has or wanting to purchase wood which is supplied by a cousin of the family (nothing to do with the farm) Owe Money (medium yellow) - Matthey Farm owes change for next order Strawy (bright yellow) - someone wanting or has purchased any type of straw (pea straw or barley straw) Regular Customer 26 (bright green- those who purchase horse quality small bales in season 2025/2026

Once you, the site member has placed your order & completed the booking calendar in the cart and checked out, instructions for pickup, location, etc will be sent to you via your 2 x confirmation emails within 1 minute (could be located in your spam/ junk folder). If you don't receive these two emails and the order confirmation from Farmer Gene via Live Chat, then please consult with him in Live Chat. There is no harm in asking about your progress of your order. Just be mindful that Live Chat only operates daily 7am to 7pm. All hay orders are usually picked up from inside the shed and wood orders is outside the shed (unless it's raining, then will be inside the shed).

When you have ordered, the email sent to your confirming your booking can be used as a Tax Invoice/ Receipt if you have all the relevant information listed in your Site Member contact details. Otherwise, l can write out a tax receipt if you request one in the notes area under the "Have you completed all three sections" when placing your order and have it ready with your bales when you pick up or given to you with your delivery.

Your order is confirmed when you have received two emails. One for the product/ quantity and the second for the day and time of pick up. Farmer Gene will send you a message via Live Chat also for confirmation. Check you spam/ junk folder in your email if you haven't received your two confirmations within 15 minutes of ordering. Please let Farmer Gene know via "Live Chat" that you haven't received the confirmations, and he will have a look in the system to confirm for you. You must complete Step 2 & 3 simultaneously to avoid your order being cancelled by 7am the following morning if no communication has been made via Live Chat (in your spam email if you are offline). Also, you will need to keep an eye in your emails for a response from Farmer Gene if you have not completed your order correctly or because you are not eligible to order hay for some reason - not a site member and or not a regular customer. All chat emails are in your junk email folder. Why it is important for you to complete all four Steps for every order? All orders are in the one place, making it easier for Farmer Gene Farmer Gene can print off the orders and have then out ready for the day, especially on those 20-hour day playing with hay. All steps help each other for an easy ordering system Less time for Farmer Gene chatting and more time to focus on what he does best, make hay. Definitely better for time management.

Look for the rubbish bin icon, located near the dollar amount, just under the "Continue Browsing" option while in your cart. This will delete quantities and the product separately or all of it. You can go in and out of your cart any time, using the main menu tab. Or you can alter your order once when it is completed in the Log In section under "My Orders". Farmer Gene will get an email advising of your order changed.

Yes you sure can. It is located after you press view cart, completed Step 1, 2, 3 & 4 in the cart and you are now in the client details (you). Scroll down to Add Your Message and type away. But during the busy times, these messages can be easily missed. Live Chat is a better way to communicate and always receive notifications.

This means that you have poor or no current internet connection. Maybe reboot when you have better internet service.

Yes you can. The trading hours are more for the Live Chat part and so l can be more productive out in the Hay Paddocks without distractions. Just complete Steps 1 & 2 with a note; included in Step 2 in the highlighted area "Have you complete all 3 Step? is the spot where you can add your note regarding a day and time you would like to pick up. Please wait for Farmer Gene to confirm as it may be too busy at the shed when truck & tractor are moving around frequently.

This actually happened as l was testing the ordering system. There can be two reasons for this. Your day and time selected (if in three hours' time) has expired. So, you will need to go to the Booking Calendar on the Main Menu and select the next available day/ time or The product is no longer available, which will only apply to the grass - Farmer Geoff's Italian Rye and Farmer Gene's Phalaris & Rye Grass hay as the exact amount has been entered because that is all there will be for this season.

Matthey Farm is a small lot of farms located just out of Bannockburn. Farmer Gene works full-time, every day of the year on the farms. Farmer Steve helps out when needed and is available for Assisted Loading daily. There is only so much hay which can be produced each season and this always depends on the weather. With supplying to hundreds of customers already, there is definitely NOT enough hay to supply everyone in our community till the next season (Nov/ Dec 2025) if there is plenty of hay produced. SUBSECTION definitions - are displayed when the hay is available.; A Regular Customer has been assigned a badge to access this subsection. Please see "How can l become a Regular Customer" in FAQ for more details. Stockfeed subsection is available to those who have purchased Stockfeed bales from a certain time or can be access by communicating to Farmer Gene via Live Chat. Only those who have the Stockfeed badge will have access to this subsection. Anyone Can Purchase subsection is available to anyone who has signed up to become a member. To purchase from here, you must be logged in and already had the chat with Farmer Gene so he can allocate you a badge. Most products available here would be silage, rounds and lucerne mulch (when in season). Please speak to Farmer Gene via Live Chat, to get assigned the correct badge to access either subsection if you are eligible. And no, it's not Open Sesame 😄 If you are not eligible for either subsection or in need of hay, then head over to my group in Facebook named "HAY Geelong and Surrounds" which will advertise local hay available during our season. In the off season (April to November) it will advertise hay from around Victoria. All of the farmers here are genuine and will accept cash but always weeding out the scammers. Here is the link; HAY Geelong & Surrounds VIC 🐴🐂🐏🐖🐪🐓🐇 | Facebook