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Frequently Asked Questions

 

What is the difference between a 1-week, 2-week or 4-week Meal Plan subscription?

For the 1-week subscription, you will be billed every week. For the 2-week subscription, you will be billed every two weeks and for the 4-week subscription you will be billed monthly. When purchasing a 2-week or 4-week plan you will save up to 5% on every meal! Please note that for all subscriptions, you have the option to upgrade to a larger portion meal for an addition cost.

When will my meals be ready?

Orders placed by 3:00 PM Wednesday will be available for delivery on the upcoming Sunday. Orders placed by 3:00 PM Saturday will be available for delivery on upcoming Wednesday. Please note that our delivery window for Sunday & Wednesday is between 2:00 PM and 22:00 PM. Please note that at times we may need to change and modify your delivery/pick up times without notice.

What time will I receive my meals on the day of delivery, and will I be notified of my delivery?

Our deliveries are completed every Wednesday and Sunday only. Please refer to your confirmation email for the date of your delivery. Your delivery can arrive between 2PM to 22:00PM on our two delivery days. We cannot provide an exact delivery window at the time you place your order. You will receive a text notification about 24 hours before your scheduled delivery with a 2-hour delivery window update. This is provided from our courier partner. This is our best guess as when to expect your meals to arrive. All deliveries are done Contact-free. On the day of delivery, you will receive a second pre-delivery text notification 60 minutes before your delivery arrives. You will then receive a third text notification when you contact free delivery was completed. You will have 3 hours to retrieve your order and to place your meals in your fridge. Please note that Clean Plates may from time to time update your delivery date and/or time without notice. Please ensure you provide a mobile phone number to receive text/SMS notifications and updates about your delivery. Please ensure a correct mobile number is provided as Clean Plates is not responsible for failed deliveries or notifications due to incorrect mobile numbers. How it works: 1. You will receive a text/SMS notification 24 hours before your delivery informing you of your 2-hour delivery window. 2. Meals are packaged in our new recyclable boxes with a protective liner which keeps your meals safe for up to 3 hours at your door from delivery. 3. On delivery day, you will receive a 60-minute pre-arrival text/SMS letting you know that your order is close by. 4. When our driver arrives at your address, they will leave the meals at your door with contact free delivery. 5. The driver will take a photo of your delivery which will be stored on our delivery portal. 6. You will receive a final text/SMS notification letting you know that your delivery is complete. 7. Retrieve your meals and put them in your fridge within 3-hours of delivery. Please note if you live in an apartment, to provide us a buzzer or access number to gain entrance to your unit or mail/parcel room. Please provide any instructions in your delivery note section that will assist us in completing a successful, contact free delivery. If for any reason a successful contact free delivery cannot be made, your meals will be brought back to our Milton location to be disposed off.

What if no one is home to receive the delivery?

Food Safety is our top priority. We use a recyclable box with a special insulation liner, and ice packs, which will keep your meals safe for up to 3 hours after delivery. If you are in an apartment building and our courier partner cannot reach you or get access to your apartment, then your meals will be left in your lobby or front-entrance and a text message will be sent with a photo. Please retrieve your meals as soon as possible. Deliveries are one way and cannot be returned to Clean Plates for re-delivery.

What areas do you service?

We deliver to to the following cities in and around the GTA: Please note we may not deliver to every postal code in the cities listed. Ajax & Pickering, Bolton Brampton, Burlington, Cambridge, Etobicoke, Georgetown, Guelph, Hamilton, Kitchener, Markham, Milton, Mississauga, Newmarket, North York, Oakville, Richmond Hill, Scarborough, Toronto, Waterloo, Whitby Oshawa We may service some outlying areas so feel free to email us if you have any questions. Additional delivery fees may apply.

What makes your ingredients “quality?

We use only natural, fresh ingredients purchased from local farms and markets. Nothing is ever frozen. Our beef is grass-fed, and our chicken is free-range. Our ingredients are purchased fresh for every delivery cycle.

Where can I see your menu and the nutritional information for my meals?

Our menu changes weekly. You can find this information on our home page. Click the “View Menu” button at the top of the Home Page. Then select one of the order dates to see the menu available for that date. Click any meal description to find out the nutritional information. Nutrition facts will also be located on the meal containers when they are delivered.

What is the difference between a One-Time Order and a Subscription Meal Plan?”

A One-Time Order is just that, an order that is delivered on the date you choose. There are no renewals or subscriptions. Simply order a minimum of 3 meals per delivery date and proceed to checkout. Subscription Meal Plans are a recurring subscription. All Subscription Meal Plans will auto-renewed according to the billing cycle you selected until you tell us to stop. Just note, that you will need to complete your subscription period before cancelling. If you decide to cancel half way through your subscription period, the remaining deliveries in your subscription period will need to be completed. Your subscription will then not renew. Some additional cancelation requirements apply. See cancellation policy for my information.

Can I pick my own meals?

Yes, you can choose your own meals! If you purchase a One Time Order you will be asked to select your meals upon checkout. If you are on a subscription Meal Plan you can select your meals for each day in your billing cycle by going to the Meal Selection tab in your account page. You can only select meals for the days that have been paid for or your subscription period. When your plan auto-renews you can select your new week’s menu items. If you do not select your meals by the order cut off time (Wednesdays at 3:00pm for Sunday orders and Saturday at 3:00pm for Wednesday orders) then we will select your meals for you using your dietary restrictions and preferences. Please ensure they are up to date in your My Profile tab. If you fail to select your own meals and are not satisfied with the meals we selected, refunds will be offered.

How many days’ worth of food do I get per week?

As you process your online order, you will have the option to choose the number of meals that you would like to receive. For Meal Packs you can select 6, 8, 10 and 12 meals to be delivered at one time for one delivery only. You can also order multiple meal packs. For Meal Plans you can select meals for 5, 6 or 7 days out of the week and then select 1 to 4 entrees per day. You can also add breakfast to your plans which will be counted as one of your daily meals. You can also add in extra meals such as breakfast or meals from other meal plan types in addition to your required meals.

Is there a larger portion size available?

Certain meals are available in a larger portion size. Healthy Lifestyle, Meat-free & Athlete meals: +2oz raw protein, +1/4 cup more cooked grains or +30g more starches. Low Carb & Shredder meals: +2oz raw raw protein, +40-50g more veggies. Breakfast meals do not come in large. Small variations in portion sizes may occur.

What if I have a specific food preference or food allergy?

You can select your food “dislikes” and allergies in the profile section from a list we provide. Meals that do not comply with your dietary restrictions will not be included in your meal selection. We cannot always accommodate all dietary dislikes /preferences, but we will try our best. We also only accommodate the following food allergies: Almond, Dairy, Eggs, Fish, Gluten, Peanuts, Shellfish, Tree Nuts. Our meal labels will only advise these specific allergies. If you are concerned about an allergy not listed here, then you can review the ingredient list for each meal to see if there are any allergens of concern.

If I have a subscription plan, can I skip a delivery/pick up?

Yes. Just log into your profile and skip any upcoming deliveries. To skip a Sunday delivery please let us know by 3pm the Wednesday before. To skip a Wednesday delivery please let us know by 3pm the Saturday before. It is best for you to skip your deliveries by logging into your account. If you email us or leave a telephone message asking for us to skip your delivery for you, the email or message needs to be received before our order cut off times. If the required notice cannot be provided, your deliver will continue as planned, but keep in mind that your meals can be frozen and enjoyed later.

What is the cancelation policy for a subscription?

When you purchase a subscription you will need to complete the entire subscription period. Canceling a subscription before the subscription period is completed will not result in a cash refund. If you do not want your subscription to auto-renew or you would like to stop your auto-renewal feature, simply submit a request for cancelation located in your PROFILE under the SUBSCRIPTION tab. If you have remaining deliveries in your subscription period, those deliveries will continue but your subscription will not auto-renew. If you would like to cancel any of the deliveries remaining in your subscription period, those deliveries will be added as credit to your Clean Plates digital wallet to use at a future date. No cash refunds will be given for incomplete subscriptions. Each subscription has a renewal date. You can find this renewal date under your SUBSCRIPTION tab in your profile. You will also receive your subscription renewal date via email after you checkout. You will need to notify us before the renewal date if you would like to cancel your auto-renewal. Notifying us after a payment has been made will not result in a cash refund. Refunds are only available in the form of Clean Plates credit to your Clean Plates account. Please note you forfeit any discounts, coupons applied if your subscription is not completed. If you decide not to complete all your orders in your subscription period, the remaining amount will be credited to your digital wallet. (Please note that cancelation emails received after business hours are considered received on the next business day). Your renewal date is available on your profile page. If you want to cancel any upcoming pre-paid deliveries, notice via email to info@cleanplates.ca, needs to be received before our order cut off times. To cancel a Sunday order please let us know by 8pm the Wednesday before. To cancel a Wednesday order please let us know by 8pm the Saturday before.

What if I want to order a meal from all the different available meal plans?

We have The Healthy Lifestyle Plan, The Low Carb Plan, The Meat-Free Plan, The Athlete Plan, and The Shredder Plan. Some customers would like to order a meal from each of these plans. To accommodate this request, we created the “Anything Plan”. With this plan you have the freedom to choose any entrée from all the different meal plan options. Just note that if you don’t pre-select your meals by our order cut off times, our chefs will select meals from the Healthy Lifestyle Plan as default. This random selection may not be in line with what you prefer, so please remember to select your own meals each week. Refunds cannot be given if you fail to select your meals. If you would like to try a meal or two from another plan, you can add in these meals in addition to your plan requirements when you select your meals. Simply click add extra meal and you will see meals from every plan.

What forms of payment do you accept?

We accept all major credit cards, as well as Clean Plates gift cards.

What is the best method to reheat meals?

Meals can be reheated in the microwave, the oven or stove top. Each method has different advantages and disadvantaged. Choose the best method for you. However, keep in mind that when reheating meals, always cook to an internal temperature of at least 165˚F. Always remove any portion cups from inside the containers. Please note that reheating times may vary based on the reheating appliance being used and the times mentioned below may be different for your appliance. If using an oven – use an oven safe dish. Reheat at 275 degrees Fahrenheit for approximately 20-30 minutes. If microwaving, remove portion cups and microwave for 2-3 minutes. You can also heat your meals on a stove top using an oven safe dish or pan. Please note: Our chefs cook all fish and beef to a medium rare in order to avoid over drying when the meal is reheated. If you prefer your steak and fish well done then simply increase the reheat time noted above until desired temp is achieved.

Are your meals frozen?

Our meals are fresh, never frozen, and hand-delivered the same day they are packaged. Meals last 4 days in the fridge from when you receive them. Each meal will have a freeze by date as well.

Are the containers you use environmentally friendly?

Clean Plates is eco-friendly. Our containers and lids are made from harvested wheat and are fully compostable, natural and unbleached. Our plates do not contain plastic or wax lining and are fully soak proof. And not only are they eco-friendly, but they are safe to use in a microwave (please remove lid before heating) without the worry of harmful chemicals seeping into your food.

What happens if my delivery date falls on a holiday?

If we are closed during a major Canadian holiday, you will receive an email notification informing you of any changes to your delivery date and/or delivery time.

Can I refer a friend?

Yes. We encourage you to invite all of your friends! Just login to your account and proceed to your profile section. Click the large “Invite your friend” and you will be provided with a unique referral link. Share this link with your friends and asked them to use the link to be directed to our website. After your friend registers an account and makes their first purchase, both you and your friend will receive $20.00 Clean Plates credit dollars added to both your accounts to use on a future checkout. Please note, when you Refer a Friend, you are agreeing to our Terms & Conditions.

How do coupons work?

Promo codes/coupons can only be applied during the checkout process. Coupons and Promos cannot be applied to an order after checkout has been completed. Coupons and promos are not redeemable for cash. If a coupon was used to purchase a subscription, you may forfeit the coupon discount value if the subscription period is not completed. We announce all of our promotions on social media, so make sure to follow us on Instagram and Facebook so you don’t miss out on any deals! You will also get a special promo on your birthday so make sure you update your profile page.

If i dont select my meals by the cut off time, how are my meals selected for me?

If you haven't selected your meals by our order cut-off times, then our chefs will select your meals for you, based on your customer profile where you have indicated any food dislikes or allergies. Our chefs will select your meals based off of these restrictions and the meal plan you have purchased. If you are on the Anything Plan and have not selected your meals, you will be defaulted to the Healthy Lifestyle Plan. Please note there are no refunds for meals selected by our chefs after the cut-off times as it's the customers responsibility to select their own meals. Meals selections cannot be modified after the cut-off times.

What are your standard portion sizes?

For most meals our standard portion sizes are as follows: Healthy Lifestyle Meals & Athlete Meals: - 6 oz raw protein, 80 grams cooked vegetables, 3/4 cups cooked grains/rice or 100 grams starches or 1/2 cup cooked quinoa or 100 grams cooked brown rice noodle Low Carb Meals & Shredder Meals: - 6 oz raw protein, 160 grams cooked vegetables Meat Free Meals; - 4-6 oz plant-based protein or 5 oz tofu or 4-5 oz tempeh (Vegetables, Grains/Rices or Starches - same as Healthy Lifestyle meals). Please note that not all meals follow the above portion sizes. Small variations in portion sizes may occur. Large Portion Sizes: add up to 2 oz raw protein to the above.

Is there a delivery fee?

Yes, a delivery fee does apply. Our delivery fee consists of the cost to hand delivery your meals contact free to your door along with the cost of our insulated cooler boxes and ice packs which keep your meals fresh and safe during delivery. The delivery fee is determined once a delivery address is entered at checkout.

Can I make changes to my order after the order cut off times?

Our order cut off time for a Sunday order is 3pm the Wednesday before. Our order cut off time for a Wednesday order is 3pm the Saturday before. You can make any changes to your order, add meals, change meals, change a delivery address, as long as it is done before the order cut off time. Unfortunately, we cannot make any changes to your order including changing meals, adding meals, changing meal plans, changing delivery addresses etc., after the cut off time has passed.

How do you redeem a gift card from Clean Plates?

When you receive a Clean Plates gift card you will be sent an email from the sender with your gift card code and value. Simply click the link in the email to be directed to sign up for a Clean Plates account. To redeem the gift card you will be directed to you PROFILE page. Form your profile page click the "Start spending that gift money" button located on the right hand side of your profile page. A window will pop up that requires you to enter the gift card code from your email and click Add Balance. Once this is completed, the gift card value will be added to your Clean Plates digital wallet to be used at checkout.

Can you deliver to my office?

We do not recommend setting your delivery to your office. Residential addresses are best since we delivery every Sunday and Wednesday only. Also, our delivery times are between 7am & 10pm every Sunday and Wednesday and we cannot guarantee you will receive your order during regular office hours. If your office can accommodate our delivery schedule then feel free to use your office address.

What is Clean Plates refund policy?

All refunds are in the form of Clean Plates digital dollars that are applied to your Clean Plates Digital wallet as credit for use towards future purchases. Refunds/Credits will not be awarded for any order due to randomized meal selection or for meals our Chefs have selected for you, as it is the customer’s responsibility to choose their preferred meals for each delivery date. If an ongoing subscription is cancelled and there are still future delivery dates not completed, a customer can opt to complete the upcoming deliveries or to request the equivalent value as credit to be applied to their account for future use. If you wish to skip or cancel your order for any reason, you will need to notify us by our order cut off times. No cash refunds will be awarded. All credits are subject to approval by Clean Plates and our Terms of Service. Please contact us at info@cleanplates.ca