Customer Care

We're here to help - some of the most common and popular topics we often get asked.

Payment

Can I use more than one promo code on my order?

You are only permitted to use one promo code per order, including free delivery codes.

What payment methods do you accept?

We accept all major credit cards including Visa, MasterCard and American Express.

We also use PayPal.

To make a payment over the phone, please contact us on (03) 9620 2226. We are available Monday – Friday between 9 am and 6 pm.

Delivery

How does your delivery service work?

We know how important it is to receive your order fast and we rely on a large network of couriers to make this happen.

We allocate the delivery partner based on the value of your order and region in which your suburb falls within. At the moment, our delivery schedule runs on Thursday and Friday between 7:00am – 5:00pm.

You will automatically receive two SMS notifications – when your order has left our dispatch warehouse and once it been delivered.

Do you offer free delivery?

Our meals are delivered across Victoria including Metropolitan and Regional suburbs.

We offer free delivery when you spend $100.00 or more. Orders less than $150.00 have a flat-rate fee of $15.00.

Can I have my order delivered to my work address?

We can deliver to your work address if this is more convenient for you. Please ensure someone is available to receive your parcel.

We do not deliver to PO box addresses.

Do I have to be home for delivery?

You are not required to be present for delivery – our driver will safely leave your meals at your front door. If you have any special instructions regarding delivery, please add them to the delivery notes when placing your order.

If you will not be present for delivery, please keep in mind that your meals are carefully packed in a foil-insulated, temperature-controlled box that allows them to be exposed to outdoor temperatures for up to 8 hours.

How will my meals be delivered?

Your EFOODZ meals will be delivered fresh, by courier, on either Thursday or Friday depending on our vehicle capacity.

Your meals are carefully packed in a foil-insulated, temperature-controlled box that allows them to be exposed to outdoor temperatures for up to 8 hours.

Can I pick up my order?

As an alternative to home delivery, you can also pick up your meals at our office in Springvale.

Please note, as all orders come from a commercial kitchen, our team will contact you once your order has arrived at our office for collection.
Pickup is generally on Friday from 10AM – 6PM – feel free to contact our team to check on the order status.

I forgot to pick up my meals, what happens now?

Our pick up locations do not have refrigeration facilities and you MUST pick up your meals on the designated delivery day during staffed hours.

Please note, depending on the pickup location, all uncollected meals will be disposed after 24-48 hours as the meals will be completely defrosted and unsafe to consume.

We will not be held liable for any loss or damage resulting from failure to pick up the meals on the day of delivery.

Where is my order?

If your order has not arrived yet, please check the expected delivery date in your order confirmation email.

If your order has been sent on a trackable service, you can check the latest updates using the link in your shipping confirmation email.

If the status shows ‘Track This Order’, just click the link and you will be able to follow your parcel.

If your estimated delivery date has passed and you have not received your order or you are concerned by the current tracking status, please contact our Customer Care team.

Product

How long will my meals last?

Your meals are prepared fresh and made to order.

They generally last 7 – 10 days in the fridge from the day of delivery, or up to 12 weeks in the freezer if frozen upon delivery.

Each meal will have its own expiration date on the packaging.

Why do my meals last so long?

In order to extend the shelf life of our meals, they are sealed for freshness using an innovative technique that replaces the oxygen in the packaging with a special food-grade gas mixture and eliminates the need for preservatives.

Our meals will continue to stay fresh and taste great whether they are enjoyed immediately or up to 7-10 days later.

Are you meals halal?

Yes. We source meat and poultry that has been prepared in fully halal and HACCP certified facilities.

How do I heat up my meals?

We recommend heating up your meals in the microwave for 2 – 3 minutes on high or until hot.

To ensure the heat is evenly distributed, you can stir the meals halfway and continue to reheat.

Allow to stand for a minute before consuming. Be careful as the contents may be hot.

Returns

What do I do if I receive a damaged meal in my order?

We want to sort out any issues with damaged meals straight away in accordance with the terms of the Consumer Rights Act 2015.

If any damage is discovered, please get in touch with our Customer Care Team right away using the ‘Contact Us’ button.

You will need to provide the following details:

  • Your order number
  • Details of the damaged item
  • A detailed description of what has occurred

I am missing an item from my order, what should I do?

If an item is missing, please contact our Customer Care team using the ‘Contact Us’ button and we will do our best to resolve the issue for you as quickly as we can.

You will need to provide:

  • Your order number
  • Details of the missing item

Can I change my order details once I have placed it?

We pride ourselves in remarkable service so once an order has been placed, we start preparing it right away which means we are unable to make any changes once your order has been processed.

This includes changing the delivery option, delivery address, and payment method.

I need to cancel my order, is this possible?

We use only the freshest ingredients and we cook our meals to order. If you wish to cancel your purchase, you must notify us within 24 hours of placing your order.

Unfortunately, any cancellation requests made after this time will not be honored and you will be charged in full as your meals will already have been prepared.

Please call us at (03) 9620 2226 or email info@efoodz.com.au if you have any issues.

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EFOODZ

Healthy Ready Meals Company – Melbourne