FAQS

How long will my meals last for?

Meals will be delivered frozen in our delivery boxes. You can pop them straight into the freezer for another day or you can leave them/some in the fridge to thaw for when you’re ready to eat.

How long will my meal last once it’s thawed?

You must consume your meal within 48 hours once thawed. You should correctly thaw your meals in your fridge for 8 hours.

Does my meal need to be thawed before I heat it?

No, you can heat your meal straight from frozen. Refer to the heating guideline on the meals sleave for the recommended heating times.

How long should I cook my meal for?

Your cooking time will vary depending on your meal and also the strength of your microwave. Please check your meals packaging sleave for the best guideline on how long to cook your meal.

What if I have allergies, can you customise my meal?

Whilst our chefs take the upmost care in preparing meals safely, they do work in a shared kitchen which may contain traces of allergy prone ingredients.

We recommend reading the ingredients list of your meal prior to consuming. If you have any concerns or questions regarding a meal, please contact us at eatsmart@portions.com.au

Regrettably we are unable to offer customised meals.

Can I recycle the packaging?

Yes, all our packaging from the container to the sleave are 100% recyclable.

Is this meal safe for me if I’m pregnant or breastfeeding?

This questions best directed at your medical professional, please speak with them if you have any concerns consuming our meals if you are pregnant or breastfeeding.

Will I get exactly what I see on the screen?

Our meals are packaged and portioned according to weight, so you may not get the exact number of pieces you’re looking at on the screen.

ORDERING

How do I order meals?

Have a browse through our website and simply add the meals you like to your shopping cart. When you’re ready, click on your shopping cart icon in the right hand corner of the page and it will take you to your cart review. Once you’re happy, you can proceed to checkout.

Is there a minimum order/spend?

There is no minimum order, however there is a minimum spend of $89.00 for delivery. Any smaller purchases are to be picked up from our main kitchen

On Tuesday’s from 9am – 5pm.

At 7 Florence Street, Burwood, Victoria, 3125

 

If you have any questions regarding this, please contact us at eatsmart@portions.com.au

Do you have a cut off time for orders?

Yes we do. To ensure we have your food ready and packaged for delivery or pick up, we have an order cut off by Sunday 12am for delivery and pick up on the Tuesday that follows.

However, if you do miss the cut off but would like your delivery sooner, please contact us at eatsmart@portions.com.au.

PAYMENT

How do I pay for my meals?

When you’re ready to checkout, you will be given 3 options to pay for your meals. Credit/debit card, we accept payments via Visa, MasterCard and Amex

How do I know if my payment went through?

Once the payment has been accepted, you will receive an order number and email with confirmation of your purchase. Your funds will be deducted from the account once the transaction has gone through.

What happens if I don’t have enough funds in my account?

If we’re unable to process your transaction due to incorrect details or not enough funds in your account, we won’t be able to process your order. You will receive a message to say your transaction wasn’t successful and you will be sent back to the payment page to opt for another method. You will have to ensure your account has enough funds and re-enter your transaction details.

If I have already checked out and made my payment, can I add my discount code to my order?

You will need to apply your discount code to your order before you check out and complete your purchase. Regrettably we won’t be able to add your discount after your transaction has been completed.

What if I need to make changes to my order or cancel it?

Should you need to make changes or cancel your order, please contact us immediately at eatsmart@portions.com.au with your order number, name, email, contact number and reason for cancelling/or changes that need to be made and we’ll do our best to assist you.

Please note that any changes or cancellations made within 48 hours prior to delivery or pick up, may not be considered at our discretion.

DELIVERY / PICK UP

Where can you deliver to?

We currently deliver to home and business addresses within 40km of our Burwood Victoria based kitchen. Please click link ADD HYPERLINK

to see if you are eligible for home delivery.

How much is delivery?

For the moment, we are offering free delivery with a minimum spend of $89 within 20km of our kitchen.

If you are outside the 20km radius but within the 40km radius of our kitchen, you may incur a $10 delivery fee. This will be calculated at checkout.

For any smaller purchases, you are able to pick up your meals from our kitchen location at 7 Florence Street Burwood, Victoria 3125

On Tuesday’s from 9am – 5pm.

When will my meals be delivered?

Our deliveries are made every Tuesday and will vary on delivery time depending on your location. Our drivers start delivering from 6am in the morning, but we are unable to give you an exact delivery time.

Do I need to be home to get my delivery?

Whilst you don’t need to be home to receive your delivery, this is definitely the safest way to receive your meals.

Where will my meals be delivered?

We’ll always knock or ring to see if someone is home to receive the delivery first, if not, we will leave the delivery at the door. Please include some special instructions in your checkout if there is a safer area to leave your delivery.

Please note: for the safety of your home, pets and our driver, they will only be able to access the front of your property where possible. If you live within a gated property or complex, we will do our best to deliver your meals to your door, reception or inside of your gate if possible. Please ensure any pets are restrained or do not have access to the front area when our driver is delivering. We will not be responsible for any damages or injuries should your pet get into your meals.

What happens if I don’t receive my delivery?

If you don’t receive your delivery, please contact us immediately at eatsmart@portions.com.au

We’ll check in with our driver and confirm where your delivery was made. Please ensure you provide special instructions of a safe location at your address should your front door be exposed to people passing by or the road.

Once delivered to your address, we will no longer be responsible for your meals. You are able to pick Up from our main kitchen at 7 Florence Street Burwood, Victoria, 3125

On Tuesdays 9am – 5pm

When and where can I pick up my online purchase?

Pick ups from our head office and kitchen located at

7 Florence street Burwood, Victoria, 3125 are available from 9am to 5pm on Tuesdays. Please be aware of the cut off times for orders.

Can someone pick my meals up on my behalf?

Yes, we’ll allow someone else to pick up your meals for you, just let us know their name in the special instructions section when you’re checking out or send us an email at eatsmart@portions.com.au.

What if I can’t make that pick up time and can’t have anyone pick up my meals for me, what will happen?

If you’re unable to collect your meals between our pick up hours and you haven’t been able to get anyone to pick them up for you, contact us immediately at eatsmart@portions.com.au and we’ll make further arrangements for you to receive your meals.

REFUNDS AND RETURNS

Can I return or get a refund on my meal if I don’t like it?

Returns or refunds are subject to our T&Cs and will not be accepted in the instance where a meal has been ordered incorrectly or change of mind.

How will I receive a refund?

Refunds will be provided in the form of a store credit/discount code. Customers must email us to begin a return or refund process as per T&Cs.

How long will it take to receive my refund?

Please allow up to 10 business days for us to investigate and finalise your request and email you your store credit/ discount code.

What if I don’t receive my refund?

You should contact us at eatsmart@portions.com.au if you do not receive your email after your request has been closed.

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