F.A.Q.

Cooler Bag Returns and Deposit

How do I get my cooler bag deposit refunded?

If you decide to stop using the service permanently or temporarily and would like your bag deposit returned:

• Request in writing (email). Your account will be deleted. (Don’t worry; you can just create another account if you wish to use the service again in the future!)
• Assuming all bags/ice packs have been returned, we will refund your bag deposit. (Please keep in mind the processing of the refund can take up to a week to show on your credit card statement.)

NOTE: Not returning all cooler bags/ice bricks within 30 days from your last order will result in a forfeiture of your bag deposit.

How do I return my cooler bag?

If you are expecting a 2nd delivery or will be ordering for the following week:
• Leave your empty bag out for exchange (home/office) or swap out your empty bag for your new bag if you receive meals at a free drop location.

If you are not ordering the following week:
• Please take your bag to one of our free drop locations (listed under the “Delivery Information” tab on our website OR we are happy to schedule a (one attempt) pick up if you receive home/office delivery.

NOTE: Not returning all cooler bags/ice bricks within 30 days from your last order will result in a forfeiture of your bag deposit.


Nutritional Information

What are the portion sizes?

A regular portion of protein is measured at a raw weight of 6oz. Extra protein is a 50% increase, or 9oz. Regular sides are measured at a cooked weight of 3oz. and large sides are also an increase of 50%, or 4 ½ oz. Regular sides measured in cups will be a 1/3 cup, and a large portion is a ½ cup.

What do you consider Paleo?

Our approach to the Paleo way of eating (after consulting with various Paleo eaters) is that there is no one cookie cutter “Paleo diet.” Paleo eating merely provides you with the framework upon which to build a solid nutritional plan. The foundation of Paleo eating is to eat whole foods and avoid processed foods. Next is to eliminate refined foods. This would include refined grains, whole grains, legumes, packaged snacks, dairy products, certain beverages and sweeteners that are not natural.

What do you use for Sweeteners in your recipes?

In order to make healthier options, we use minimal sweeteners which include: raw honey, pure maple syrup, whole fruits and fruit juice. We use minimal sugar substitutes in our Low Calorie Desserts. We use chocolate that is at least 50% cocoa and is dairy free or cocoa powder in our chocolate desserts.

What is the PREMIUM option? How does is compare to your regular option?

The Premium Menu is all made with local and/or organic meats. To sell a product with an “Organic” label, it must have been made according to a set of government standards and regulations. Not all our meats have this organic label, however if the meat is not organic, it is local (Grass fed beef, free range poultry and eggs, pastured pork and wild and sustainable fish/seafood) which often just means that although they would likely meet the USDA guidelines for Organic, farmers may not have the disposable income to pay for this “official” Organic labeling. Here is a breakdown of the most common meats we use in our Premium Menu compared to the other menus:

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Reheating & Packaging Information

Can I freeze the meals?

Most of them, yes! Freeze by the date marked. Obviously some items are not meant to be frozen, such as salads, raw veggies, etc.

Have the meals been frozen?

No! The only exceptions to this are: uncooked specialty meats that are hard to come by and fish that will be served rare.

How do I know if I should eat the meal hot or cold?

This is up to you! We will offer suggestions or helpful hints for some items.

How do I reheat the meals?

If you have a single serving meal, these containers are meant for the microwave, NOT THE OVEN. We recommend 1-3 minutes depending on the meal and your microwave. If you ordered a Family Meal, these pans are meant for the oven NOT THE MICROWAVE. If you wish to microwave the Family meals, you must transfer the meal to a microwave safe dish first.

How many days are the meals good for?

Our guidelines recommend 7 days, but we are all about FRESH! So we put a 5 day “Eat or Freeze By” date on the meals. (Obviously some meals are not meant to be frozen however…..ie. salads)

What do I do with the containers?

Please recycle or reuse them! Due to food safety regulations please do not return them with your cooler bags.


Meals & Ordering Information

What if I have food allergies?

We have designed our meal program to allow sorting for the 8 most common food allergies: gluten, dairy, soy, egg, peanut, tree nut, fish & shellfish. The system also allows you to sort by Vegetarian and Paleo. If you have additional allergies, feel free to contact us. We cannot cook specific to each individual allergy, but we may be able to direct you in your meal choices.

What if I have food dislikes?

Most ingredients (especially ingredients often disliked) are listed. If you have many dislikes or allergies, we suggest you order from the Basic Menu.

What if I want to only order occasionally?

No worries! There is no on going subscription. Order week by week or two weeks at a time…your choice!

When are the meals made?

The meals are made fresh the day prior to your delivery. Monday meals are prepared Sunday and Wednesday meals are prepared on Tuesday.

When is the cutoff/deadline for weekly orders?

The order deadline is Wednesday 2:00pm. If you place your order prior to Wednesday at 2:00pm you will receive your first delivery the following Monday. Any order placed after that will start deliver the Monday after the next. When you order you will be notified when your first delivery will be. This information will also be on your order confirmation.


Delivery Information

Can you deliver at a specific time?

No. We have set delivery time frames.

How do I return the cooler bag and ice packs?

If you get ONLY a Monday delivery, please have your cooler bag and ice packs out for pick up on Wednesday morning by 4am.

If you get a Monday and Wednesday delivery please have your Monday bag out for pick up on Wednesday by 4am and your Wednesday bag out the next Monday by 4am for pick up.

If you are going to be out of town or you are not planning to order the following week please return your bag to the closest Free Drop Location these can be found in the Delivery Info section of the site

How does the bag deposit work?

Upon placing your first order, you will be charged a REFUNDABLE $35.00 bag deposit. Your deposit will show in your account until which time you decide you no longer wish to use the service. At this time, you can request your deposit to be refunded as long as all cooler bags & ice packs have been returned. Please keep in mind however that when your deposit is refunded, your account will be deleted. You will have to create a new account if you wish to use the service again in the future.

I chose one of the FREE DROP locations. When should I pick up my Meal Bag?

If you choose the FREE DROP option you need to pick up your meals prior to Noon on the delivery day due to food safety regulations.

If food is being delivered to the same place, can a delivery charge be shared?

Yes, IF all meals are being ordered through one account. If multiple people are ordering from different accounts but delivery location is the same, please contact us to see if the number of people qualifies for a group ordering delivery discount.

What days do you deliver?

We deliver Monday and Wednesday. There are TWO (2) delivery zones, please check the delivery zone map located in the Delivery Info section of the website. Holidays that fall on a delivery day are delivered the following day (Monday = Tuesday; Wednesday = Thursday).

What if I forget to leave my bag out?

We will make one additional attempt to collect your bags the following Monday, or you can return the bags to our physical location in West Ashley. After that, you will forfeit your bag deposit and your account will be charged for any additional bags & ice packs in your possession.

What if I live in a gated community or a secure apartment complex?

We will need a pass called in or the gate code for access. During the check out you will have an opportunity to enter your gate/access code.

What if my food is late or isn’t delivered?

Please contact us at (843)991-5959.

What if the meals in my bag are not correct?

Please contact us at (843) 991-5959.

What time do you deliver?

Currently, we have TWO (2) delivery zones. A Morning Delivery Zone and an Evening Delivery Zone. Morning deliveries occur between 4:00am – 7:30am Monday & Wednesday. Evening deliveries occur between 5:00pm – 10:00pm Monday & Wednesday. All Free Drop locations are delivered Monday and Wednesday MORNINGS. Please plan accordingly when choosing a delivery location.

Where do you deliver?

Please check the website’s DELIVERY LOCATION section for current delivery area map.

Who do I contact for delivery issues?

Please contact us at (843) 991-5959.


Can multiple family members share the same account?

Yes, as long as the delivery location is the same. However, please note that all meal labels will show the name of whomever’s
account is being used.

Do you have a referral program?

Not at this time. However, we do offer incentives for large group orders in one delivery location. Please contact us for details.

How do I get my bag deposit back?

Your deposit will show in your account until which time you decide you no longer wish to use the service. At this time, you can request your deposit to be refunded as long as all cooler bags & ice packs have been returned. Please keep in mind however that when your deposit is refunded, your account will be deleted. You will have to create a new account if you wish to use the service again in the future.

What are my payment options?

We accept all debit cards and major credit cards.

Who do I contact with billing questions?

Please call (843) 991-5959.

Have additional questions? Just email us
or check out the How It Works section.

 

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