Frequently_Asked_Questions_2_1
The Meals
The Subscriptions
The Deliveries
Our Standards
Loyalty Program
Processes & Policies
When can I order?
Our rotating menus change weekly. Our team updates the menu weekly early Sunday mornings, with our following Sunday delivery menu offerings available for purchase until 9pm Friday evening and our Wednesday delivery menu offerings available for purchase until 9pm Saturday evening.

We recommend ordering by 9pm on Fridays for guaranteed availability
How do I warm up my meals?
Remove the plastic lid from your biodegradable microwavable On The Run Meals container. 

Make sure that any sauce or salad cups are removed from the container prior to heating.

Place your meal in the microwave and heat for approximately 1:30 – 2:30 minutes. For best results, remove the food from the container, and sautée in a pan or bake in an oven.

Enjoy!
What if I have food allergies?
On The Run Meals is a completely gluten and dairy free company - all of our menu items are suitable for celiac and dairy sensitivities. If you have any other food allergy or just prefer to avoid certain foods, you are welcome to build your own plan. If you have further questions about the contents of a meal, do not hesitate to email your questions to info@otrmeals.com.
Can I freeze my meals?
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!
How do I access my Subscription?
Your subscription can be accessed by clicking this link --> Subscriptions
How do I know which plan is best for me?
Our Balanced Plan is designed for the many. Healthy nutritious wholesome meals.

Our Low Carb Plan is designed for members looking to purchase meals with more vegetable content and fewer carbohydrates. This plan is suited for members who aim to consume fewer calories to help with weight loss and health & fitness goals. 
Can I make a Custom Subscription plan?
We offer several preset plans on subscription and offer our store credit program so our members looking to purchase ongoing can also receive a discount while selecting the items delivered to them weekly.
Can I make changes to a Pre-Set Subscription plan?
Unfortunately, we can’t accommodate substitutions to our pre-set plans. If you would like to select your meals weekly with a discount, we recommend purchasing store credit to apply to weekly purchases.
Can I get a Sunday or Wednesday only Subscription Plan?
Yes! We have single day delivery plans click here -->Single Delivery Subscription Plans
What is a weekly subscription?
Our weekly subscriptions are a subscription program that enables our members the convenience of pre-selecting a plan that automatically renews each week. Each week a transaction will process on Thursdays for the following Sunday & Wednesday delivery. You will receive a discount of 5% on every subscription order.
Can I skip a week/deliveries?
Yes, if you would like to modify the delivery schedule for your subscription, simply log in to your member account, click Manage Subscriptions.

Click Delivery Schedule and a list of pending transactions will appear. They can be skipped by clicking the skip button.
Can I cancel my subscription?
Subscriptions can only be cancelled after the first recurring transaction.

If you would like to cancel your subscription, simply log in to your member account, click Manage Subscriptions.

Subscription orders that have transacted can be cancelled with a 5% transaction fee. If the production of the items on order has been commenced, the order cannot be cancelled.
What if my subscriptions transaction fails to process?
Our websites subscription application will attempt the charge on the following day. Our team will contact you if your subscription does not process to verify your preference as to how to proceed.

Payment/credit card information must be up to date for the transaction to process. Please contact our team if you have any questions or concerns.

After the 3rd attempt to process the transaction, our application will automatically cancel the subscription. If a transaction has not processed, an order has not been created for your next Sunday/&/or/Wednesday delivery('s).
Where does OTR Deliver?
Our delivery area is the GTA (Greater Toronto Area) and surrounding suburbs. We deliver as far east as Peterborough, 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!

What if I live outside the delivery zone? 

We’re working towards expanding our delivery areas. If we don’t currently deliver in your area, please contact us at info@otrmeals.com and mention you would like to see your city added to our delivery zone.
When will my deliveries arrive?
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. 
What if I live in an apartment building or condominium?
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 at info@otrmeals.com

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.
What if I order on Saturday after the Friday deadline?
Our full Wednesday delivery menu is available for purchase on Saturdays.

After our Friday evening deadline limited numbers of meals are available for purchase on our website. They usually sell out quite quickly though so we always recommend ordering prior to the Friday 9pm deadline.

Subscriptions purchased on Saturdays will be fulfilled with available meals. Subject to demand, if we are unable to fulfil the subscription, additional meals can be delivered on the following Wednesday delivery, or fulfilled on the following Sunday.

How does the order tracking work?
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. 
Who can I contact for delivery issues?
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
What if I didn't receive my 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 Mission
Our objective is to provide the freshest, most nourishing food possible. That means a commitment to quality control practices in all the steps taken to prepare our meals, from farm to table.

All our menus are developed and tested by our executive chef and in-house nutritionist, to ensure they’re both delicious and nutritionally balanced. Our kitchen team is composed of experienced chefs and food industry professionals - we hand-pick not only the highest quality ingredients possible, but also the staff with the knowledge and skills to best prepare those ingredients.
Where are your products made?
All of our products are developed & produced locally in Scarborough, Ontario, Canada. Our team of locals strives to deliver the best possible meals and produce every item with love & care. Our team is passionate about flavour, quality, and sourcing the absolute best ingredients available!
What are you doing to be more sustainable?
Each item we create is the product of years of designing, sourcing, and producing with the highest-quality materials and with like-minded production partners. 

We thoroughly research and vet our raw materials to make sure they meet our standards, are good for you and better for the environment. 

In addition to thinking about the impact on people and the environment, we consider factors like availability, transportation wastes, water and energy input, and GHG emissions. 
How do I enroll in the program?
All of our members are automatically enrolled with purchase!

Alternatively, you can enroll & create an account prior to purchasing

Click here --> Rewards Program
How do I earn points?
Points are earned with every purchase. Points can also be earned by completeing the tasks on this page. Click to view our Rewards Page
How do I redeem points?
Points can be redeemed for discounts on the rewards page or on your cart page. Please copy the code that generates and paste in the discounts section at checkout.

Unused codes will automatically be emailed to the member and never expire.
What is the best way to earn more points?
Purchasing weekly is the best way to earn points! There are also several activities on our Rewards Page such as following on social media or signing up for our SMS reminders that provide rewards points!

Another quick way to earn points is through our Referal program. Click here to learn more--> Referral program 

You can copy the link, share on Twitter, Facebook, Facebook Messenger, Whatsapp, or share on your social media platform the "Copy Link"

Give your friends $25 off on their first order of $125+ and receive $25 worth of points for each of your referrals that purchase.
How does the Referral Rewards program work?
Check out our Referral program 

You can copy the link, share on Twitter, Facebook, Facebook Messenger, Whatsapp, or share on your social media platform the "Copy Link"

Give your friends $25 off on their first order of $125+ and receive $25 worth of points for each of your referrals that purchase.
What do I do with the insulated bags & ice packs the meals were delivered with?
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.
What if I don't have a delivery scheduled, can my bags & ice packs be collected?
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!
How are the bags & ice packs processed?
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. 
Can I cancel or modify my order?
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 & Store Credit
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.

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.