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FAQs

Where is my order?
If you placed your order online, look under the Orders section of your account. Once your order ships you will see tracking information there, as well as receive an email. If you placed your order online not logged into your account, using your order number you can check the status of your order here. All other inquiries please use the Contact Us below and we will be happy to assist you. Please note that during peak holiday shipping periods, your order can be delayed. Customers often wonder why it takes a while for their orders to arrive. Here's why: 1. Our meals are prepared by chefs as soon as you place your order. This includes cooking, packaging, and freezing them for freshness. 2. Shipping perishable foods is different from shipping other goods. It's a carefully choreographed ballet - our meals require special care to stay frozen from start to finish. That's why our shipments don't lounge around in FedEx or UPS facilities over the weekend; they're on a strict timetable to ensure they reach you at peak deliciousness!
How can I change or cancel my order?
Once an order has been submitted, it cannot be altered or cancelled for any reason. To ensure we ship your package in your requested timeframe, the order is immediately sent to one of our warehouses to reserve the inventory and prepare for shipment. Once it is at the warehouse, we are not able to locate any individual order to change or cancel, due to the volume of orders at a warehouse at a given time. Please review your shipping address, gift recipient information, and selected ship date prior to placing an order.
How do I include a gift message?
With any gift order, we will be happy to include your gift message on our packing slip at no extra charge. When placing an online order, you are given the option to type a gift message on Step 4 of the checkout process.
Can I purchase or redeem a Gift Card online?
Gift cards can be purchased and redeemed online or by phone. To redeem your Gift Card online, simply enter the number in the Gift Card box at checkout. Additionally, Gift Cards ship free of charge with Standard Delivery. There is an upcharge for Expedited and Overnight deliveries. To check your gift card balance, go to the My Account page, login or create an account, click on the Gift Card section on the left and enter the gift card number.
Is there an expiration date for a Gift Certificate or Gift Voucher?
Yes, your Gift Certificates will expire five (5) years after the issue date. Gift Meal Vouchers expire one (1) year after the issue date.
How long can my purchase be kept frozen?
We recommend enjoying products within 3 months. When kept wrapped in an airtight container or bag, they can last up to 6 months. We cannot guarantee the quality of items held for longer than 3 months in the freezer.
Can I prepare my order in the microwave?
Yes, we have some products that are microwavable. However, most of our products must be baked, broiled, fried, or grilled. Cooking instructions are included with all products and are also available to view on our website on the product detail page along with recommended preparation methods.
Where is my tracking number?
If you provided an email address when placing your order, you will receive tracking information when your order leaves our warehouse.
Do you ship to Alaska or Hawaii?
No, we do not ship orders to Alaska or Hawaii.
Can I ship to a PO Box?
No, due to the perishable nature of our products, we do not ship orders to PO Boxes. All orders require a physical delivery address.
Can I re-route a package?
We cannot re-route a package once received by the carrier. This may cause a delay in delivery leading up to defrosted/spoiled items.