Enjoy free delivery when you spend over $100

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 Monday – Saturday between 6AM – 6PM.

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 $100.00 have a flat-rate fee of $13.95.

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 an insulated carton – safe for up to 8 hours.

How will my meals be delivered?

Your meals will be delivered during the day on your selected delivery day.

They are carefully packed into an insulated carton with ice packs, keeping your meals fresh and chilled 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 a partner location in Springvale.

Please note, all orders come from our off-site production facility. You will receive a SMS once your order is for ready for pickup.

Orders can be collected during business hours at United Petrol Station – 311 Springvale Road, Springvale.

You may contact our team to check on the status of your order.

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

Our pickup location has a refrigerated storage room that can safely hold your meals.

If you are unable to collect your order and wish to change for delivery, please contact us so we can redirect your package.

Where is my order?

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

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

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.

The meals last between 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 USE-BY 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 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?

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

We also do not process any pork products at our facility.

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 on remarkable service so once an order has been placed, we start preparing it almost immediately. This 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 cook 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 honoured 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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