frequently asked questions
Are the grocery items part of my subscription?
Quick answer is no. Our grocery items are considered A La Carte, which means they are one-time purchases. If you’d like groceries every week, simply add them to your cart when editing your meals.
Do you offer grocery items?
Yes, we offer grocery items as an A La Carte item. Meaning all of our grocery items are not recurring orders. If you like groceries each week, you must go into your account and add them into your cart each week!
What if I forget to skip a week and I don’t want the meals?
The first time you forget to skip, we will reimburse you and skip the order no questions asked! After that your in trouble….. Not really, but we have to charge you for 50% of the week’s cost if you don’t want it. The reason is the meals have already gone into production by Friday, which incurs cost to the kitchen.
Can I skip a week?
Yes! It is super easy to log in and skip a week if needed. We understand there are plenty of reasons you might need to take a week off:) You can skip up to 4 weeks consistantly!
Do I have to be home to accept delivery?
No, our goal is to make it as easy as possible for you. You do not have to be home to accept delivery. Any meals that are shipped via UPS (addresses outside of the ‘delivery’ radius) do not require a signature; however, if the driver believes there is a high probability you will not receive your meals, he/she will bring them to the nearest UPS store for pick-up. If this happens frequently, give us a call and we will relay a message to the driver where the best spot is for your specific address.
The meals are delivered in refrigerated boxes with plenty of ice to keep the meals at proper temperature for up to 18 hours after arrival.
How will I know when my meals will arrive?
Meals are delivered either on Sunday between 8am-8pm or Tuesdays between 10am-6pm. Don’t worry, you don’t have to be home to receive delivery. The meals will stay at appropriate temperature in an insulated box/bag with ice. It is important to get the meals into a refrigerator as soon as you get your hands on them!
Sunday Hand Delivery (within 30 miles of Peabody, MA): We keep you as informed as possible with email notifications. You will receive an estimated time of delivery, and additional notifications when your driver is getting close, and finally when the meals are delivered!
Tuesday Arrival, UPS Shipping (outside of 30 mile radius): Meals arrive on Tuesday morning/afternoon. A tracking code will be provided in the weekly confirmation email.
How long do the meals stay fresh?
In short, 6-7 days. We take great pride in serving fresh, high quality meals every week. Which is why we have invested heavily into ensuring the longest possible shelf life in the industry. We use advanced cooling techniques and strong cold chain management in addition to modified air packaging to maximize freshness for the longest period of time.
*If you can also freeze meals anytime before expiration & defrost them before re-heating*
Are your meals frozen?
We are proud to say that our meals are always fresh and NEVER frozen! We take great precautionary measures in our kitchen to ensure freshness, without freezing; along with vaccume sealed packaging our meals. However.. you can absolutely freeze meals if you prefer to eat them later. If you do prefer to freeze your meals, be sure to freeze them immediately on arrival.
Can I put my meals in the oven?
Oven
Yes, our containers are oven friendly and BPA Free! Feel free to put the entire meal right into your oven with the plastic film in-tact or without. With the film in-tact, the meal with heat more thoroughly. Without the film in-tact the meal will cook more of a roast style. It’s really your preference! Pre-heat your oven to 350 degrees and bake for 15-20 minutes. Never bake above 350 degrees or the plastic will melt.
Microwave
Simply pop a meal in the microwave for about 2 minutes. For best results, leave the plastic film in-tact.
Pick-up location vs. delivery?
Pick Up Locations: we partner with local businesses (gyms, nutrition stores, etc) to allow our customers to pick up meals their on Monday’s for a service fee of $5.99.
Delivery: we deliver directly to your front door on Sunday or Tuesday depending on your location for a service/delivery fee of $11.99.
What if an item is missing from my box?
Although we do our best to eliminate mistakes, unfortunately they do happen. Contact customer service , send us a message through chat on website or DM us on instagram, and let us know what is missing. We will either do our best to replace the item, issue a credit on your next order or refund the item.
Note: customer service hours are Monday-Friday 9am-6pm. We do our best to respond to emergencies over the weekend, but don’t worry – we will take care of it Monday for sure.
How do I return my cooler bags?
Every Sunday when your new meals are delivered, our driver will pick up your old bag at the same time. To ensure your bags are always picked up, please leave them in the same area they are normally delivered 🙂 If your skipping a week, no worries at all, we will just grab your bag on the next delivery! If your subscription is cancelled, we will pick your bag up the following Sunday. Don’t worry, we’ll remind you!
Do I get to choose my meals?
Absolutely! Edit your order any time until Thursday at midnight.
After your first week of ordering, our software will begin learning your meal preferences. Our goal is to eventually select the meals for you, so if you forget to edit the order, you still get what you wanted for meals.
Can I customize meals?
We do not customize meals or substitute sides at this time. We are constantly refreshing our menus and introducing new flavors so you never get bored!
Where do you deliver?
Long story short, we service all of New England and the tri-state area. MA, NH, RI,CT , VT, NY, NJ, DE and NH.
We currently “hand deliver” directly to your home within a 40 mile radius of our headquarters in Peabody, MA on Sundays. Pick-up locations are delivered on Sunday nights as well, so your meals are always ready to be picked up on Monday.
Addresses outside of the 40 mile radius are shipped on Mondays via UPS Next Day Air for Tuesday or Wednesday arrival based on your location.
I received my meals but a “side” is different than what I expected
We source all of our produce, proteins & ingredients fresh from local purveyors and try to give you the most variety possible. With that said, sometimes order numbers fluctuate and we can’t get enough product in time to full-fill the order exactly. In the event of a shortage, we make reasonable substitutions. For example, our chef may need to substitute green beans for broccoli / brown rice for sweet potatoes or cauliflower for carrots in the event of a shortage. Although this is very rare, it does happen on occasion. We will not substitute anything that will throw off macros much or kick-in any allergens.
*If this happened & you are not satisfied, please reach out to customer service *
Are your snacks really homemade?
Most of our snacks are made in-house with our own talented Pastry Chef. Chef Katie is constantly trying new fun healthy dessert & snack recipes. All of our protein balls & protein donuts are made in house while our other snacks are sourced from local providers.
What if I don’t like something?
If you are not 100% satisfied, we will re-fund that meal(s) without hesitation. We may ask for specifics so we can get the proper feedback to our teams to ensure it does not happen again.
What is the cut off time to place a new order or modify an existing order?
Thursday at 11:59pm.
What do you do with extra meals?
Part of our mission is to eliminate any waste and go fully green and sustainable by 2021. We donate every ounce of extra food to a local homeless shelter called Haven For Hunger in Peabody, MA. We are proud so say in 2018 we donated 30,000 meals and looking to double in 2019!
How does the pricing work?
Simply put, more meals = less cost.
Order any combination of Breakfast, lunch or dinner from any menu. The price is based completely on the number of meals per week.
5 Pack ($12.99 per meal)
10 Pack ($11.99 per meal)
15 Pack ($10.99 per meal)
20 Pack ($9.99 per meal)
Do you accommodate specific diets or allergies?
We accommodate almost all major known allergens. Our three main meal plans are: balanced, vegetarian and weight-loss. Mix and match meals from each meal plan if you aren’t sure which are most suited for you.
Note: a large majority of our meals are gluten free and nut free, but we are not a certified gluten free or nut free establishment. If you have an extreme nut or gluten allergy, we cannot safely recommend nutre meals.
Do you have provide Macros?
Yes, each meal is included with a full macro breakdown. Macros can be found on the meal label as well as online. Our macros are created by dietitians to be as accurate as humanly possible. If you find your macros to be incorrect, please let us know! Our team of dietitians will look into it right away.
Who creates the menus?
Our chef and certified dietitians work together daily to create new items weekly and seasonally. We source our products as locally as possible.
Why are the ice packs melted?
This is a common concern, but it is completely normal for the ice packs in your box to be melted. As the icepacks melt, cold air is released into the box. As soon as the insulated liner seal is opened, the cool air will leave the box. We recommend immediately transferring your meals into a refrigerator after opening.
What if my meals are stolen?
If your meals are stolen before you are able to retrieve them, we will replace the meals at no charge. If meals are stolen a second time from the same address, we will no longer deliver to that particular address. A secondary address can be provided.
How do the meals stay fresh when they are in transit?
Your meals will never be in transit for more than 24 hours. We use top quality cooler bags and ice packs that ensure freshness for up to 48 hours to be extra safe!