Frequently Asked Questions:

 

Account Sign Up

Is there a sign-up deadline?

• The cut-off is Wednesday at 11:59PM for that upcoming Sunday for new subscription sign-ups. There are no exceptions.
• If you sign up on a Thursday, you won’t get your meals until the following week (10-11 days after).

 

Is there a subscription pause/unpause deadline?

• The cut-off is Wednesday at 11:59PM for that upcoming Sunday-Monday deliveries. There are no exceptions.
• If you pause your subscription after Wednesday 11:59PM, you will still get your meals that upcoming Sunday-Monday delivery.
• If you unpause your subscription after Wednesday 11:59PM, you won’t get your meals until the following week (10-11 days after).

 

How can I view or change my meal selections?

• Absolutely. Log onto your account
• Click/tap “Customize”
• Click/tap the Modify Button on the right to see your meal selections and make changes for each week.

 

How do I pause OR unpause my account?

TO PAUSE: (Pausing you account essentially means you have cancelled your subscription. You will need to unpasuse and become active again to resume meals.)

• Click/tap “My Account” on navigation bar
• Click/tap “Subscriptions” under the My Account tabs
• Click/tap “DETAILS” green button
• Under status Click/tap On Hold 
• MAKE SURE TO CLICK SAVE

TO UNPAUSE:

• Click/tap “My Account” on navigation bar
• Click/tap “Subscriptions” under the My Account tabs
• Click/tap “DETAILS” green button
• Under status Click/tap Active 
• MAKE SURE TO CLICK SAVE

 

How do I increase OR decrease the amount of meals in my reoccurring plan? (i.e., instead of 6 meals every week, now I want 12)?

• Click/tap “My Account” on navigation bar
• Click/tap “Subscriptions” under the My Account tabs
• Click/tap “DETAILS” green button
•  Under the Change Subscription Type- Click/tap “UPGRADE OR DOWNGRADE”
• If successful, your device should automatically bring you to meal plan type you originally chose, allowing you to select a new number of meals and thus bringing you to the customizer.
• Simply follow checkout instructions.

 

Is there a subscription pause/unpause deadline?

• The cut-off is Wednesday at 11:59PM for that upcoming Sunday-Monday deliveries. There are no exceptions.
• If you pause your subscription after Wednesday 11:59PM, you will still get your meals that upcoming Sunday-Monday delivery.
• If you unpause your subscription after Wednesday 11:59PM, you won’t get your meals until the following week (10-11 days after).

 

Why does it say I have a "subscription"?

• We said no contracts, and we meant it. When you sign up, you will submit your delivery, food, and billing information, thus making you automatically subscribed to our system.
• HOWEVER, you can pause, upgrade (6 to now 12 reoccurring meals), downgrade (12 to now 6 reoccurring meals), or cancel after your first payment at any time before that upcoming Wednesday 11:59PM each week! See question 2 above for more information on pausing deadlines.
• Know that just because you filled out 5 week’s worth of meals, this does NOT mean you are locked-down or committed to a full 5 week’s worth of customizations.
• In the event that you’re unsure if you should pause or cancel your subscription, we recommend pausing, so if you decide to reactivate, we will already have all of your information.

 

When will I get charged?

• You will be charged every Wednesday.
• If you sign up on a Monday, Tuesday, Thursday, Friday, Saturday, or Sunday, you will not see the charge come out immediately as it will automatically be scheduled for you that coming Wednesday and every Wednesday after that.
• If you sign up on a Wednesday, you will get charged that day.

 

How do refunds work?

Due to the extensive planning and preparation required by our service, we are unable to accommodate any refunds.

 

What's the difference between Fitness and Weight Loss?

• Fitness = more protein
• Weight loss = less protein

 

What are Family Meals?

• These meals are created for families who need an extra set of prepared meals at lunch or dinner time.
• These 4 meals arrive in one easy-to-heat tray and requires a minimum order of two trays per plan.

 

Where are the macro-nutrients (i.e., calories, carbs, proteins)?

• Each meal we produce comes with the full macro-nutrient information and the specific ingredients clearly displayed on each meal container.
• Other than packaging, macro-nutrient info is listed under “MENU” and within the meal customizer prior to checkout.
• Additionally, all of our macros have been manually inputted into MyFitnessPal for your convenience in your wellness journey.

 

Are your meals frozen?

• NO! Our meals are fresh and never frozen. As long as you follow your plan and consume your meals daily, they will stay fresh.
• In the event that you are not going to consume any of your meals, they can be frozen for up to 3 months. This does not include the salads or wraps, which are not freezable.

 

How long should I heat my meals for?

• For regular meals, loosen or remove lid and place into microwave for 2-3 minutes (may vary depending your machine).
• For family meals it will generally be about a 30 minute heating period at 375. However, make sure you are removing items that you do not need to heat.

 

What if I don't like something on the upcoming menu?

• We have a 5-week rotating menu with 12 different meal options (including breakfast).
• Our process allows you to customize meal options and quantities desired. 
• See “What if I want to select different meals/meal quantities for upcoming weeks?” in the “Account/Sign-up” section if you need help selecting different meals and quantities.

 

What about me or my family's allergies, sensitivities, and restrictions?

• When you select your meal choices, they will show allergens. The owner and head chef, has a child with allergies and knows how important that is to provide clean and safe food.
• Please specify anything you need under notes and/or contact us with questions.

 

Delivery

Where do you deliver?

• We deliver all over the Greater Rochester Area, which is illustrated in the four colored zones below. If you are outside of a zone area but you are still interested in signing up, contact us.

 

When will my food be delivered?

• Meals are personally delivered weekly on your choice of Sundays or Mondays anytime between 8AM and 12PM.
• If there should be any weather-related delay, this will be communicated via a company-wide email.
• Note: If you sign up on a Thursday, you won’t get your meals until the following week (10-11 days after).

 

How will my meals be delivered?

• On delivery day each week of meals will arrive in plastic bags.
• We strongly encourage you to leave a cooler outside for your meals on the day of delivery if you will not be around.
• In the event that you have specific delivery instructions (i.e., don’t ring the doorbell, text on your way, use side door, etc.), you will be able to add this as a note upon sign-up as well as edit as needed.

 

What if I won't be home when you deliver?

• If you will not be home, we ask that you leave your cooler outside. In the summertime, it is important to also include a few ice packs and put it in an easy-accessible place in the shade.
• In the event that you are not home and do not leave a cooler outside, your meals will not be delivered to your residence, and will have to call 585-298-5049 to make arrangements.

 

What if my delivery day lands on a national holiday?

• We deliver every Sunday and Monday except on the following holidays:
  • New Year’s Day
  • Fourth of July
  • Christmas
• In the event that a holiday does land on one of these days, we will communicate via a company-wide email ahead of time to let you know the details.
• However, if you are interested in catering for these holidays, contact us so we can discuss further.

 

General

Do you provide meal sampling?

• We can provide samples of our food for private gatherings, fitness centers, businesses, or anywhere you want a group of people to learn about health and nutrition.
• We are also more than happy to speak about the importance of nutrition and meal prep to any given audience.

 

Do you do event catering?

• This is an easy one. Jason has been catering in Rochester for over 20 years. We cater any type of food, and many different events.
• If you are interested, contact us at www.foodbydeleo.com or send us am email at Jason@foodbydeleo.com for all of your catering need