Find answers to all your questions here.
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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 manage your deliveries, pause, or make changes to your plan directly through your member portal.
After placing your initial subscription order, you can manage your account anytime on our website.
Order Processing Schedule:
Please edit your orders prior to processing. If you miss the cutoff, simply contact our team by 11:59 PM on the day of processing and we will gladly help you make adjustments!
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.
Through our website portal, you can easily customize your meal choices, swap dishes, or skip a delivery whenever you're going on vacation or need a break.
To make meal planning as effortless as possible, our menus are visible several weeks in advance. This gives you plenty of time to explore upcoming recipes, tailor your plan to your busy schedule, and ensure you always get the exact meals you want.
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 easily pause your subscription anytime after your second order directly from your account page.
If you ever need to cancel your subscription completely, simply reach out to our team at info@otrmeals.com and we’ll take care of it for you!
If your subscription payment fails to process, our system will automatically send you an email notification with a secure link to update your payment information. Our app will attempt the processing 3 times.
To make sure you don't miss out on your meals for the week, our team will reserve your order and send you a secondary payment link to complete your purchase. If you ever have any questions or concerns regarding your billing, please feel free to contact us!
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 haven't received any tracking updates, or if there is any issue with your order upon arrival, please contact our support team right away. We are here to help and will resolve any situation promptly!
Need Assistance? Reach out to us directly:
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.
All of our meals are made to order using fresh ingredients. To help us ensure maximum quality and minimize food waste, any order adjustments must be confirmed before our cutoff times:
Refunds can be processed for orders prior to the production of your items. Refunds for Sunday delivery can be requested until 11:59 PM on Thursday and cannot be refunded afterwards. Refunds for Wednesday delivery can be requested until 11:59 PM on 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.
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