Meal Delivery Plan Frequently Asked Questions
Is there an order deadline?
Meal delivery plan orders must be placed by 6:00 pm Thursdays to receive your meals the Sunday coming. Any order placed after 6:00 pm on Thursday will be delivered the following Sunday.
Each order includes one delivery per week. Meals are vacuumed sealed and delivered on Sunday evening.
Can I order for half the week?
All orders are based on weekly delivery. Orders begin on Sunday and each order is for one full week. Auto-renew subscriptions will be charged one week at a time and delivered once per week until the customer holds or cancels their order.
When will my order be processed?
Payments are processed immediately upon ordering through a secure Shopify payment gateway. If you are on our subscription service you will automatically be charged weekly on the same day of the week which you placed your order. You will receive an email notification weekly on the day you are being charged which will include your order details for the following weekly delivery.
What are my payment options?
Payments are processed online using most major Credit Cards.
What is your Cancellation/Refund Policy?
All food is made to order so please read the following cancellation/skip process carefully. All Cancellations and/or skips must be made by midnight prior to your automated billing cycle. Please check which day of the week your subscription renews and bills you!
We do not make exceptions
To Skip or cancel your recurring orders:
For security purposes this action can only be done from a desktop or laptop. You cannot make changes from the mobile site.
▶️Click the person icon in your account
▶️Choose to skip or cancel your next order.
Example: If you ordered on Wednesday you will receive your weekly charge on that day. All changes/skips or cancels would need to be made by midnight Tuesday to avoid an automatic charge to your account Wednesday morning. If your changes are not made prior to this time your order will be processed and cancellations or refunds will not be permitted.
Refunds: We are committed to providing you with great service and quality fresh products. As such, if you fail to cancel/hold your subscription refunds cannot be issued.
*A 10.00 refund charge is applied when a one time exception is made*
Food & Meals
Where does EAT TRAIN LIVE source its food?
How do I heat my prepared meals?
Remove from vacuum seal bag prior to heating.
For best result: Stove Top/Oven/Toaster Oven: Remove your meal from the packaging and heat in a pan on your stove top or place your meal in oven-safe cookware and warm in the oven or toaster oven.
Microwave: Meals are delivered cooked and conveniently packaged in microwave-safe containers – simply heat and enjoy. To heat meals in microwave, remove or cut one end of the vacuum bag to allow steam to escape. Heat for 60s-2 minutes. Timing may vary depending on your microwave.
If your meals contain additional packaged sauces and sides or fruit, ensure that you remove these items prior to heating.
How long do the meals last?
Your meals are vacuum sealed for freshness. Storage time will depend on the meal type. Although vacuum sealing can allow meals to remain in the fridge for up to two weeks we suggest consuming you meals with in 7 days or freezing them for longer storage. We do not use any preservatives in our meals in order to preserve the nutrient integrity of our ingredients.
I have a food allergy/sensitivity, can I customize my meal plan?
Allergies are tricky business; If you have any form of anaphylaxis we do not recommend ordering food from ANY meal delivery service that is not a certified as allergen free. We do not modify meals, please contact us prior to ordering so we can let you know if our meals will fit within your restrictions.
At EAT TRAIN LIVE we do not use peanuts but do use other nut products in some meals.
Are your meals free of gluten, dairy and soy?
While all of our ingredients are wheat, dairy and soy free, we do prepare our meals in a kitchen that has not been certified gluten/dairy/soy free. As such, we cannot guarantee that cross contamination has not occurred.
Some of our vegetarian items contain egg white.
Is there a minimum order for delivery/Can I order a meal plan for just half a week?
Our meal plans are designed as a weekly subscription with a minimum order of the price of our smallest prepared meal package, Mini Meal Prep.
-Packages will always be billed as 1 full week.The billing is charged in one-week increments based on your start date.
-Our Subscription option does give our customers the flexibility to skip the weekly meal plan for 1 week at a time to accommodate travel and other things life may throw at you!
-Please be sure to make changes to your order before your weekly bill is produced, hold/skip and cancellations in the next FAQ section.
-You do not need to choose the subscribe feature, you can choose one time purchase for a 1 week trial of our delicious menu items.
What are important timelines that I should know?
Orders must be submitted by 6 pm EST on Thursday to start receiving your weekly plan on the subsequent Sunday
If you subscribe to our services, your orders must be skipped/managed before your weekly billing date. For example if you sign up for our subscriptions on a Tuesday, your weekly bill will be produced every Tuesday morning, so you must make all changes to your order by Monday night.
Where does EAT TRAIN LIVE deliver?
Currently EAT TRAIN LIVE uses JoeyCo Delivery to service the GTA and some surrounding areas. If you are not sure if we deliver to your area, please email email@example.com or call us at (647) 975-7976 for clarification.
When do you deliver?
Deliveries are once per week.
Delivery Time: Sunday between 5:00 pm - 10:00 pm
We do not give exact delivery times. Drivers set out from King and Spadina at 5:00 pm and your delivery will depend on where you fall on your driver’s route. You will receive a text message from JoeyCo when your delivery is on the way.
How are my meals delivered?
All of our meals are cooled before transport, packed in recyclable paper bags and travel in commercial grade insulated bags. We suggest that you refrigerate your meals as soon as possible once delivered. Ice packs and insulated bags are available for purchase. Recurring clients can participate in bag/ice pack swap by leaving their insulated bag and ice pack out for pick up at each delivery. Our drivers will swap a new bag and ice pack each delivery. If your items are not out for pick up we will leave your items in our regular paper delivery bag.
What if I’m not home or live in an apartment or condominium?
If you live in a house you can leave a cooler/or container of your choice at your door or direct us to a specific secure spot for delivery. We are not responsible for food once delivered to your specified location. If you live in an apartment or condominium and will not be home for delivery, please be sure to confirm with your security/concierge personal that they can collect food on your behalf.
*PLEASE BE SURE TO CONFIRM AS MANY DO NOT*
We can leave food at your unit door; however we are not responsible for food once delivered. We can deliver to your place of business as long as there will be someone there to collect it between 5:00-10:00 pm.
WITH ALL MEAL DELIVERY OPTIONS WE WILL ONLY MAKE ONE ATTEMPT AT DELIVERY.
Drivers will text or call and wait a maximum of 10 minutes before continuing on their route.
If you have not left delivery instructions and are not home your food will continue on with the driver and you will be responsible for pick or additional cost associated with delivery.
You can also pick your order at our Kitchen between 4:30-5:30 pm. Please call us at (647) 975-7976 to make arrangements.