Frequently Asked Questions
How does it work?
Our goal is always to make eating healthy as simple and convenient as possible. Our intuitive order management system keeps track of member ordering history, schedules future orders, manages your vacations, and so much more.
Choose from a la carte menu options, or take advantage of better value packages, or both! To keep things varied and interesting, our menu changes every week.
The Frequency option allows you to schedule exactly when and how often you want that product delivered. An order that is selected as “Specific Date” will occur once, at the time and date specified by you. An order that is made as an “Every Week” order, will continue to automatically recur every week, at the selected time/day of week.
You can schedule up to five orders ahead – and these will show up in your cart for reference – but you’re only charged for each order after its respective cutoff time. This allows you the ability to edit or cancel the order as much as needed until the latest possible time.
If you would like to receive a weekly recurring order MORE THAN ONCE PER WEEK, you must make a second order of that product and select “Every Week” on that order as well. This means that, for example, you would add one Fuel 6 order to be delivered every week on Sunday evenings, and a second Fuel 6 order to be delivered every week on Wednesday evenings. Each order can be managed separately.
Once you’ve placed your order, your foods are prepared fresh and delivered in sealed recycled cardboard boxes, with insulated liners and iced gel packs. All meals are fully cooked and stay delicious in the fridge for 3-4 days*. Simply heat and enjoy!
*If ordering for more than 3-4 days’ worth of meals in a single delivery, please select the vacuum sealing option for each meal that will be intended for consumption after 4 days. Vacuum sealed meals can stay delicious in the fridge for up to one week.
How will my meals arrive? / Are they on ice?
Do I need to/Can I return the containers?
What if I have Diabetes?
What if I’m on medication?
I want to lose weight/I have fitness goals. Can you tailor a meal plan for my needs?
How do I make the most of the Fuel Foods Service?
How do I choose the meals that I want?
Design your order exactly the way you want it! All options are offered a-la-carte, and customers looking for bulk pricing can also take advantage of Meal Plan packages. Simply add what you want to your shopping cart, choose when and how frequently you want it, and we’ll do the rest!
MEAL PLAN PACKAGES
The specific variety within the Meal Plan packages are chosen once you’ve added the product to your cart. You’ll find the “Customize Box” button under the applicable product in the cart. Then, just adjust the quantities of available menu items up to the maximum allowable units. NOTE: If you do not customize the options, you will be sent the default selections (a random variety). Since our menu changes every week, if you choose to receive the Meal Plan package recurring every week, you’ll need to sign in ahead of the cutoff every week to customize the contents for the week ahead – unless you wish to receive the defaulted selection.
How will my meals arrive? / Are they on ice?
What if I am allergic or there is something I do not like in the meals? Can I request a...
Full ingredients and nutritional information for every product are listed within their respective product pages.
If you remain uncertain after consulting our Menus, please contact Customer Service at firstname.lastname@example.org.
How many calories are in each meal?
How do I heat the meals?
DO NOT PUT OUR CONTAINERS IN AN OVEN OR TOASTER OVEN – THEY ARE PLASTIC AND WILL MELT AND CATCH FIRE
If I skip a meal, how long will it last until I can get back to it?
DELIVERIES & SHIPPING
I’ve just placed an order. When will it be delivered?
For driver deliveries: When the delivery is on its way, you’ll receive driver alerts to let you know the approximate ETA (typically up to 30 minutes before delivery), and confirmation once delivered. Make sure you provide a cellphone number on your account to receive the alerts.
For shipping orders: shipping orders are completed by Purolator every Thursday, between 9am-8pm for residential deliveries, and 9am-5pm for business addresses. You will receive shipment notifications and tracking information on Wednesday evening, so you can keep an eye on the progress of your shipment. We also proactively stay on top of your shipment progress all day Thursday, so we can coordinate with Purolator if any thing seems amiss.
What are the delivery windows?
Shipping orders (if your address falls outside of our driver delivery area, you will be automatically assigned only Shipping options) are sent via Purolator (or similar courier) overnight every Wednesday, and are guaranteed for arrival between 9am-8pm (5pm for business addresses) on Thursdays. All shipments and deliveries are made in insulated boxes with iced gel packs, and are tested under normal shipping conditions for food safety within 48 hours.
What are your delivery areas?
What if the meals arrive at my door and I am not home to receive it?
For best food safety, we strongly advise you to arrange for someone to be available to receive your meals upon delivery. But if you’re not home, the driver will do his best to leave the package for you as discreetly as possible, by the door (or with your building concierge, if access is not granted to the door). Some clients also leave coolers or mini-fridges in an accessible area for the driver to deposit the meals upon delivery. If you’d like to make such arrangements, please call or email us, or write the instructions in your Order Notes at checkout.
If you live in an unattended secure condo or apartment building, have a locked gate, or if there is otherwise any other circumstance impeding the driver’s ability to access your doorway, we will not leave the package, and you will need to contact Customer Service to see if arrangements can be made. If we are unable to attempt another delivery within the same delivery period, that delivery will be considered forfeit and will not be reimbursed. If you know of any problems that may impede delivery ahead of time, we recommend you contact Customer Service or email us at email@example.com as early as possible to help ensure that we can schedule a delivery for you smoothly.
For shipping orders, all shipments are labeled as ONSR, which means that the Purolator driver is instructed to leave the package at the door – no signature required. However, if the Purolator driver feels it is unsafe to leave the package at the entrance, he may, at his discretion, choose not to leave the package. While this is rare, if this happens, we will do our best to arrange for Purolator to have the package available for pickup at the nearest depot before its closing time, and provide you with all the details you’ll require to go pick it up. If this may be a recurring problem, you may have to provide an alternate shipping address that will be deliverable during the delivery window.
Once a package has arrived at its intended location and has been left with either the concierge or at the door, Fuel Foods and Purolator hold no further liability for the safety of the package or its contents.
Can I provide the driver with a key or my access code?
To provide driver instructions, please go to My Account > Preferences, and write in any notes the driver will need. To help keep the delivery smooth and efficient, please make your notes as concise and simple as possible.
How do I make changes to my details?
How do I receive delivery and order notifications?
When the delivery is on its way, you’ll receive driver alerts to let you know the approximate ETA (typically up to 30 minutes before delivery), and confirmation once delivered. Make sure you provide a cellphone number on your account to receive the alert
PAYMENTS & CHARGES
When will I be charged?
For maximum convenience and flexibility, we only charge you for an order at the cutoff time stated for the chosen delivery date. This allows you to edit or cancel an upcoming order as many times as you like until the latest possible time.
Regardless of which frequency option you choose (Specific Date or Every Week), you will be charged for the order at the stated cutoff time for that order. With respect to when charges go through:
Deliveries scheduled for Sunday Evening and Monday Morning will be charged the previous Friday at 12:01 pm.
Deliveries scheduled for Wednesday Evening and Thursday Morning will be charged the previous Monday at 12:01 pm.
For Example: If you order the Fuel 6 on a Sunday afternoon, and you schedule your order to be delivered the following Sunday evening, you will not be charged until Friday at 12:01 pm. If, however, you order at the same time (Sunday afternoon), and schedule your order to be delivered Wednesday evening, you will be charged that Monday at 12:01 pm.
Orders are locked in at precisely the stated cutoff. If you would like to change or cancel a future order, you must make that change in your account, or demonstrate some intent towards doing so, before the cutoff time for that order. This includes calling into Fuel Foods’ customer service line (647 347 3835), or sending an email into firstname.lastname@example.org.
Are there delivery fees or shipping charges?
Fuel Foods is pleased to provide FREE driver delivery throughout most of the GTA, for orders above $50.
Shipping clients outside of the driver delivery zones get FREE shipping for all orders above $150.
Below the free delivery/shipping thresholds, we charge the following:
$14 driver delivery fee for orders less than $25, before HST.
$7 driver delivery fee for orders between $25-$50, before HST.
$40 shipping charge for orders less than $75, before HST.
$25 shipping charge for orders between $75-$149.99, before HST.
$15 shipping charge for orders between $150-$224.99, before HST
Free shipping for orders $225 and above, before HST
These shipping fees represent what it costs to Express Ship a box of meals overnight, which are guaranteed (by our logistics provider) to arrive before 10:30 am Thursday morning. Each shipment can contain a maximum of 18 meals (a Fuel 18 costs $250), or a lesser combination of snacks, breakfasts, and meals. If an order is larger than this, we will unfortunately have to ship a second box, which will add a second shipping charge. If you are unsure about the shipping fee status of your order, please reach out to our customer service staff, and they will be happy to answer any questions you have.
What if I travel a lot?
You are only charged for an order after the cut-off time has passed. Orders can be updated until 12:00 noon on Friday for Sun and Mon deliveries, or 12:00 noon Monday for Wed and Thu deliveries and weekly shipping orders.
OFFICE CATERING ORDERS
How does it work?
Want to show your employees how much you care? Let us keep your fridge stocked regularly with fresh product prepared daily!
Contact us at 647-347-3835, or via email at email@example.com, for menus and ordering information.
Orders must be placed at minimum 48 hours in advance, so our chefs can purchase and prepare the necessary fresh ingredients in time to make your order.
What are your delivery areas?
Why are the office catering menus different from the regular meal plan menus?
How does it work?
Orders must be placed at minimum 48 hours in advance, so our staff and chefs can purchase and prepare the necessary fresh ingredients in time to make and process your order.
For additional assistance or inquiries, please contact us at 647-347-3835 or email us at firstname.lastname@example.org.