Frequently Asked Questions

Our meals are intended as a single portion for an adult.

For the ultimate dining experience, we highly recommend heating our meals on a stovetop skillet or in an air fryer. These methods enhance the texture, particularly for our delicious breaded chicken dishes. If you opt for the microwave, simply heat for 2 to 2.5 minutes.

We kindly request that you check the ingredient list of any item before placing your order to ensure it does not contain allergens that may affect you. Please select meals that are suitable for your dietary needs. In our kitchen, we handle peanuts with great care and prepare our PB&J rolls at the end of our production process in a separate area to minimize any risk of cross-contamination. Please note that we are currently unable to remove or substitute ingredients for individual orders. Thank you for your understanding.

We deliver our meals twice weekly so you don't have to! If you do choose to freeze our meals, we recommend placing the contents of the meal container in an air tight sealed container to prevent freezer burn, as our fresh meals have a vent in their lid to keep the meal fresh in your fridge!

All of our meats are fully Halal Certified by the Islamic Food and Nutrition Council of Canada. Our supplier provides us with delicious, clean, healthy meats, and is also fully HACCP certified. Nothing is more important to us than food safety and quality!

Our meals are made with only the best ingredients. We prioritize sourcing as many ingredients as possible from local suppliers, selecting those that are the finest and most wholesome. While we prefer organic ingredients, if we can't find them or if they do not meet our freshness standards, we will obtain that specific ingredient from the highest-quality producer available.

You can access your subscription by accessing your account page

https://otrmeals.com/account

After placing your first order, the website will be available to you to set up your future deliveries. An order will generate 3 days before the order is due to be delivered of your selection. An order will be generated per delivery, so if you have a Sunday and a Wednesday delivery that week, you will have two orders for the week.

We understand that your needs may change from week to week, which is why we create orders per delivery instead of weekly. This gives you the flexibility and ample time to make any adjustments to your order as needed. Our commitment is to provide a service that is accessible and attentive to your preferences, ensuring that you have a convenient experience every step of the way.

Prior to the deliveries deadline, you can select the items of your deliveries, and even skip a few if going on vacation, with just a few clicks.

Yes absolutely, you can set up your plan to be for delivery on both delivery days or just one per week

Yes, absolutely, you can cancel your subscription after your second week of purchasing directly on your account page.

You will receive notifications updating you on the status of your subscription if it fails to process, along with a link to update your payment method. Contact us if you have any specific concerns regarding your billing.

Our delivery area is the GTA (Greater Toronto Area) and surrounding suburbs. We deliver as far east as Curtis, as far west as Milton and as far north as East Gwillimbury. We also deliver to Oakville, Burlington, Caledon, Hamilton, Stoney Creek, and are always looking to expand!

Each week we have two delivery days, with a menu specific to each day. Our deliveries will arrive between 3:00 p.m. and 8:00 p.m. on Sundays and Wednesdays. At 12 noon on delivery day you’ll receive your first notification via email with a live web tracker. This tracker will also show a window for the estimated time of arrival. A second notification will be sent by SMS/text message when your driver begins the route and a third SMS/text message upon the arrival of your delivery. If you have special delivery requests, please feel free to let us know by email prior to delivery day.

Please leave detailed instructions in the "Apt, Suite, Buzzer, etc" section of your shipping address when checking out, or let us know of the instructions by email. Our drivers will deliver directly to your unit or can also deliver to your concierge. Please inform us if your building has a specific concierge procedure. We want your deliveries to be as smooth as possible! If any policies or procedures at your building change, let us know and our team will modify the delivery instructions on your order..

Our deliveries will arrive between 3:00 p.m. and 8:00 p.m on Sundays and Wednesdays. At 12 noon on delivery day you’ll receive your first notification via email with a live web tracker. This tracker will also show a window for the estimated time of arrival.A second notification will be sent by SMS/text message when your driver begins the route and a third SMS/text message upon the arrival of your delivery.

If you are expecting a delivery and have not received any notifications, or if there was a potential issue upon delivery, please contact our team as soon as you notice. Our team can promptly resolve any situation and are here to help! Contact us at info@otrmeals.com or call 416-985-7116.

Our drivers collect our bags & ice packs and bring them back to our facility to either be recycled or cleaned for reuse. Please leave OTR bags & ice packs at the location of your next delivery for our drivers to collect.

If you have any bags & packs that have not been collected and no future deliveries planned, let our team know and we will arrange for a driver to collect them from you. Thank you for supporting our sustainability initiatives!

All of our bags & ice packs are inspected, sorted, and tended to by hand with specialized cleaners. The products used are designed & produced by our partners Ecolab and are certified as effective against Covid-19. .

Once processed, orders for Sunday delivery can be cancelled or modified before 9pm on Friday evening. Store credit will be issued for cancelled orders. Once processed, orders for Sunday delivery can be cancelled or modified before 9pm on Friday evening. Store credit will be issued for cancelled orders. All of our products are made to order, to ensure the freshest possible ingredients are used and to prevent waste, we require that any cancellations be processed before Friday & Saturday. To ensure delivery of the desired products in the shortest lead time, we start purchasing and production of our ingredients ahead of time, hence any changes or cancellation of orders made after production has commenced, would cause substantial disruption to our production and as a result incur significant costs. In the interest of our sustainability initiatives, we also aim to waste as little as physically possible, and donate surplus unused ingredients.

Refunds can be processed for orders prior to the production of the items on order. Refund requests must be submitted prior to production. We do not provide refunds for orders once the items on order have been produced for cancelled orders. Refunds for Sunday delivery can be requested only prior to 9pm Friday and cannot be refunded afterwards. Refunds for Wednesday delivery can be requested only prior to 9pm Saturday and cannot be refunded afterwards. All refunded orders will be charged a 10% processing fee.

Promotions can end at any time. All promotions are for single use, once per household. Orders that have improperly used promotions, may be cancelled by our staff. In the event that an order is cancelled due to improper use of a promotion, we will contact you. This policy applies to our rewards program and new member promotions, example the misuses of the cook4me promotion.