FAQ

Account, Ordering and Billing

How do I set up an account?

You can set up an account by either clicking on the “LOG IN” button on the top right corner of the page, or during the checkout process.

Why do I need an account?

An account allows you to save your billing and Delivery address, preferences, view your account history, and make changes and menu selections for your recurring subscription plan. If you choose, you may make one-time purchases without making an account.

How do I order?

Head on over to our main page or click the order now button on the top of the page and pick the plan that you think is the right fit for you or choose your own meals by selecting the custom plan! Complete the checkout process and delicious, ready to eat meals will arrive at your door on delivery day!

How soon can I start getting meals?

Meals are delivered on Sundays and Wednesdays. Our deadline for orders is the Friday prior to delivery at 12pm. Example: If Mark orders a weekly plan on Friday, June 16th at 11am. His first delivery will occur on Sunday, June 18th between 4pm and 9pm and then again on Wednesday June 21st between 4pm and 9pm. If Mark orders a weekly plan ANY TIME AFTER 12pm on Friday June 16th, His first delivery will be on Sunday June 25th, followed by Wednesday June 28th.

Is there a Minimum Purchase Amount?

Not really, no. However, to qualify for our Free Delivery within the Toronto Area (M Postal Codes only) you must make a minimum purchase of $125.

What Happens after I order?

After you have completed an order, you will receive an email welcoming you to the OTR Family that includes meal heating instructions. You will also receive a confirmation / invoice email.

I missed the deadline, can I still get meals?

Unfortunately not. We prepare, cook and package your meals to order from fresh, never frozen ingredients so we need that lead time to source our food and get it ready. Place an for next week so you don’t miss out on delicious meals delivered to your door!

How does Billing work?

Once you make payment through our website, you will automatically receive an invoice emailed to you

What forms of Payment do you accept?

We accept all major credit cards (Visa, Mastercard, AMEX) as well as PayPal Payments.

The Meals

What do you have on the menu?

We offer a variety of different and delicious food options including low-carb and Vegan. Our menu changes every 2 weeks, and can be viewed here

What if I have food allergies?

If you are trying to work around a food allergy, sensitivity or just prefer to not eat certain things, please use our Custom Plan option. All of the meals have allergen icons indicating that they contain certain common food allergens like Wheat, Dairy, Nuts and Fish. If you have further questions about the contents of a meal, do not hesitate to email your questions to menu@otrmeals.com

Are the meals Natural?

Of Course! All of the ingredients used in our meals are non-GMO, free of hydrogenated oils, modified starches, high fructose corn syrups, artificial dyes, preservatives, white flour, white sugar & table salt. All of our meats are hormone free.

How do I heat my meals?

Your meals arrive in microwave safe containers. Just loosen the lid and heat breakfast for about 1 minute, and lunch/dinners for about 2 minutes. You can also heat them in the oven by transferring them to an oven safe dish and heating @ 350 degrees for 5minutes. Many of our meals can be quickly sautéed in a pan as well!

Where can I find Nutritional Information?

Please check out our menu here. Listed are some of the nutritional details of the meal. If you would like more information on a meal, please email us at menu@otrmeals.com

Do you have Gluten Free and/or Dairy Free meals?

Yes! In fact almost all of our meals are gluten and dairy free. If you have a food allergy or sensitivity please order off of our Custom Plan, and you find any common food allergens shown for each meal.

Meal Plans

How do I know which plan is right for me?

Our most popular plan is our Balanced Plan. If you like variety of meals, and do not have any food allergies or special dietary needs, then it’s a great choice! We do offer Low-Carb and Vegan Plans, as well as a custom plan to work around dietary needs and taste preferences. If you would like some assistance in picking, then please email your needs to menu@otrmeals.com and one of our specialists will do their best to point you in the right direction.

Can I customize a plan?

ABSOLUTELY! You can choose our custom plan and pick from any of the items on our menu, as many or as few as you’d like!

Can I make changes to a pre-set plan?

Unfortunately not. Our pre-set plans are designed for simplicity and ease and to provide a specific set of meals. If you would like to make substitutions or changes to a pre-set plan, simply use our custom plan and select the perfect set of meals for you!

Can I get a Sunday or Wednesday only plan?

Yes you can! Just use the custom plan and select only Sunday or Wednesday menu items, and you will receive just 1 delivery on that day you selected meals from off the menu!

Recurring Weekly Subscriptions

What is a recurring weekly subscription?

Save time and money by signing up for a recurring weekly subscription. You will receive your same order every week, delivered to your door, and save 10% at the same time!

Can I pause my weekly subscription?

Yes, if you need to take a week off, just log into your account before our deadline of 12pm Friday and enter the promo code “WEEKOFF”. It will give you a 100% discount for that week and flag your order so that we do not make or deliver it. The following week your subscription will resume just like normal!

Can I cancel my weekly subscription?

Yes you can. You can do so through your account on our webpage up until the deadline of 12pm on Friday for the following week.

I have a Weekly Subscription for a Custom Plan, how do I pick my new meals each week?

You can do so by going into your account as adjusting the items in your cart. Please ensure you have made your selections prior to the 12pm Friday Deadline!

I Forgot to change my menu selections for my Custom Plan Subscription, what happens now?

Your Order will show the most recent selections that you made, and our team will substitute them with the most similar meals on this week’s menu. Example: Mark’s custom order was for 3 meals featuring Chicken Breast, 2 Featuring Steak and 1 Featuring Fish. We will substitute them with this week’s meals that feature Chicken Breast, Steak and Fish in the same quantities.

Delivery

What is your Delivery zone?

We are currently serving the Greater Toronto Area, and offer free shipping on all orders to M postal codes. Delivery for a fee is available to: Mississauga, Pickering, Ajax, Brampton, Concord, Unionville, Markham, Thornhill, Richmond Hill, Vaughan, Woodbridge, Maple, Aurora, Oak Ridges, Newmarket, Stouffville.

What time will my delivery arrive?

Our Deliveries are on Sundays and Wednesday between 4pm and 9pm. If you have a special request, please enter it in the note at the time or order and we will try our best to accommodate it. If these times will not work for you, please contact us at Info@otrmeals.com and we will try and make alternative arrangements.

What if my delivery is running late?

Our drivers strive to arrive consistently in the delivery window (4pm-9pm) however there are some factors such as weather and traffic that we cannot control (yet!). Please be patient and rest assured that such delays are not common, and our driver will arrive shortly at your doorstep!

What if I live in an apartment building/condo?

If you live in an apartment building that requires front desk/call box access it is the member's responsibility to ensure your driver is granted access upon arrival. If the driver cannot enter the building to complete delivery, they will have to leave and continue their route. A driver is not permitted to return to a stop after the initial failed delivery attempt. Thus, if access is not granted upon arrival arrangements will need to be made for meals to be picked up from our facility at a later time.

What if I'm not home to accept my meals on delivery days?

It is the member's responsibility to contact us and let us know specific delivery instructions a day prior to deliveries going out at Members@otrmeals.com .

What if I don't receive my delivery?

There may be several reasons why you would not receive a delivery. Non-payment, a scheduled hold, our driver could not access your home, or an unforeseen delivery delay due to an uncommon and unavoidable circumstance. If you feel we have missed your delivery in error please email Members@otrmeals.com and a customer service representative will contact you at the beginning of the next business day.

Should I tip my driver?

Your driver does not work off tips and is not expecting to receive them. However, if you feel your driver's service is exceptional, tips are surely appreciated.

Who can I contact for delivery issues?

Please email Menu@otrmeals.co with any issues regarding deliveries.

Do I need to/Can I return the containers?

For sanitary reasons, we cannot accept returned containers. All of our containers provided are reusable and convenient for various needs. If you do not intend to keep them, we encourage you to please recycle whenever possible.