FAQ

Delivery

Our insulated cooler bags are packed with ice packs and insulated liners to ensure your ingredients will stay fresh for several hours even if you’re not at home to accept the delivery.

Nope! Our delivery drivers do not expect any form of tip or gratuity. 

We deliver between Sunday - Wednesday, with time slots varying based on your location. Our delivery options are growing over time, and current options for your location can be found by signing up for an account, or on your Account page.

We currently deliver throughout Greater Vancouver and Victoria. See if we deliver to you. If you are outside of our delivery zone, we do deliver to workplaces--so you can toss our cooler bag in your work fridge and take it home with you at the end of the day.

Keeping your food fresh and safe is our priority. As a result, we do use some plastic packaging for the portioned ingredients. We ask that you rinse and return the plastic back in your cooler—we will pick it up on your next delivery, and we'll dispose of it in the most environmentally responsible method. We are proud to be working with Urban Impact, BC's leading recycling program for soft plastics.

Yes, you can change or cancel orders up to Wednesday at 11:59PM before your next delivery. For example, if you have a delivery scheduled for Monday, you have until the Wednesday prior to modify your delivery. Visit My Deliveries in your Account to manage your delivery schedule.

About Fresh Prep

In cost comparisons we’ve done, shopping at grocery stores can be significantly more expensive simply because we send you everything in the exact portion you need it in - no more paying for a bottle of garam masala when you only need a teaspoon or tossing out a bunch of cilantro after only using a few sprigs. And, equally importantly, you don’t contribute to the massive food waste problem in our society.

On top of this we save you a whole lot of valuable time by taking care of the recipe research, sourcing the ingredients and a whole lot of prep (not to mention the cleanup prep takes after!)

It’s really simple - you just create an account and tell us your taste and delivery preferences when you sign up. Then every week, we deliver you prepped and portioned ingredients for however many meals you’d like along with easy to follow recipe cards for you to cook incredible meals in under 30 minutes. You can switch your preferences and meals, skip weeks or cancel anytime.

Every delivery is sent out in insulated cooler bags with fresh ingredients and easy to follow recipes separately packed for each recipe you’ve ordered. Most of our ingredients, from chopped veggies to pre-measured spices and seasoning, have been prepped for you, allowing you to save time without sacrificing flavour. All of our packaging is made from recyclable, reusable and/or compostable materials.

Nothing beats a fresh, home-cooked meal. When you open up a Fresh Prep meal kit, you’re looking at exactly what’s going into your meal—no mystery ingredients! You’ll also know that our team has put a lot of time and care into sourcing high-quality ingredients for you.

Our recipes are developed by both chefs and nutritionists to ensure you’re eating a tasty and healthy meal.

You also don’t need to spend time deciding, choosing and scheduling takeout meals. By getting simple but exciting recipes and pre-portioned ingredients delivered to your door, you can easily whip up a delicious and wholesome meal. No more sitting down to cold or soggy food.

We strive to make Fresh Prep an affordable option for daily dinners, and our cost is less than what you’d typically pay for take out or even some grocery stores - especially when you factor in all the time you’d save and avoided wastage.

Our pricing is based on how many meals and servings you order weekly, and ranges from $10-$12.25 per serving. Delivery and tax is included.

General Questions

Yes! We reuse cooler bags and ice packs, they will be picked up with your next delivery. 


If you need bag pick up because you will not be ordering in the near future, you may schedule a free bag pick up.

The Zero Waste Kit is a reusable container that will hold most of your meal kit ingredients. For our test launch, some ingredients will be outside the reusable kit. We are working towards only having raw meat and select items in soft plastic packaging for food safety reasons. 

 

Eliminating extra packaging means:

 

  • Less effort: Lift the ingredients from the kit and pour.
  • Less mess: Most ingredients are contained neatly in the reusable kit.
  • Less waste: Less single-use plastic.

The meal kit industry has a packaging problem. Meal kits are typically packed in single-use plastic that contributes to the growing amount of waste filling our landfills and oceans.

 

We saw an opportunity to evolve our product and break this waste cycle. With the new Zero Waste Kit, you can have a better cooking experience while reducing your environmental impact.

If you need to change your delivery address after billing cutoff, there are two steps: 

  1. Change your address on your account at freshprep.ca/settings/delivery.
  2. Call our customer service line at 604-569-2699 so that they can manually redirect the driver to this new address. 

We will do our best to make the address change, however depending on the time of the request and the delivery location, we may not be able honour all requests. 

If we cannot make the change, the order will be cancelled and your account will be credited.

Subscription Plans

Nope, we're very flexible with all our subscription plans - skip or cancel any time.

Yes, you can do this easily through your account settings page. If you want to stick with the same plan and just have one less meal for whatever reason on a given week, then you can just drop one and we’ll bill the appropriate plan.

You can easily skip deliveries by logging into your account and going to the ‘My Deliveries’ page. Alongside of the date of your delivery just click the ‘Skip this Week’ button and your delivery for that week will be cancelled (as long as you do it by the weekly cutoff time)

Email us at hello@freshprep.ca before your weekly cutoff time to cancel your account. You’ll receive a confirmation email shortly after.

The weekly cutoff time to change or cancel orders is Wednesday at 11:59PM before your next delivery. For example, if you have a delivery scheduled for Monday, you have until the Wednesday prior to modify your delivery. 

After the original purchase of your subscription plan, your card will be billed Thursday morning after the weekly cutoff time has passed, shortly after midnight. Any changes made to the plan prior to the cutoff will be reflected on the billed amount, and if you have skipped a delivery, your card will not be billed.

If you find yourself increasing your number of servings every week, you can save money and effort by increasing your plan size. 

Although increasing your number of servings gives you greater flexibility week to week, increasing your plan size instead of servings will give you the best deal.

You can save money per serving by switching to a bigger plan. For example, a plan with 4 meals and 4 servings each will cost less per serving than a plan with 2 meals and 2 servings each.

If you need more flexibility week to week, you can always increase your servings within your plan.  However, we recommend increasing your plan size instead of increasing servings for the best deal.

To earn free meals, refer your friends to Fresh Prep! Just log into your account, click on “Invite Friends”, and share your referral link with them. For every friend who signs up and orders with your referral link, you’ll get 1 free plate credited to your account. Your friend will receive 3 free plates, so it’s a win-win situation! Remember that the friends you refer have to be new customers and cannot have an existing Fresh Prep account.

Recipes and Ingredients

Yes! We select meals based on the taste preferences you provide during sign-up, and if you want to change anything you can do so easily through your account page.

Everything is shipped to arrive fresher than you might see at the supermarket. We guarantee you’ll be able to use the ingredients for at least 4 days after you receive them. If you receive seafood with your delivery we always suggest cooking that first for optimum taste!

Yes, for most ingredients we prep them to whatever style is required for the recipe  (diced, shredded, minced etc.) 

Everything is portioned in the exact amount required for the recipe, including the spice mixes and sauces we make in-house.

 

To preserve the quality of a few ingredients which don't keep well after being prepped we send them whole (ie. tomatoes, avocados) but ensure any required prep still keeps the recipe time under 30 minutes :)

The quality and freshness of our ingredients are incredibly important to us, so we work directly with local purveyors and farms in BC that support sustainable practices.

Usually all you’ll ever need to have at home is salt, pepper, and a high temperature cooking oil (we vote for grapeseed.) Occasionally, some recipes might require milk or butter. We got you covered on everything else!

For cooking equipment, a range of pots and pans are great. Spatulas, mixing and slotted spoons too. A baking sheet, mixing bowls.

Our recipe card location has recently changed. They can now be found outside of the ingredient bags.

They will be located in either the sleeve on the outside of the cooler bag or inside the cooler bag near the proteins and add-ons.

We hope you enjoy the new format! If you still cannot find your recipe cards, a digital version can be found here: Menu This Week.

Yes, our poultry (chicken and turkey) from Rossdown Farms located in Abbotsford and our lamb provided by Intercity Packers are Halal certified by the Halal Inspection & Certification Committee of the BC Muslim Association. 

 

All other meat we use in our meal kits (beef, pork, seafood) is not Halal certified. 

Fresh Prep lamb is sourced directly from the lush pastures of South-Eastern Australia. The lamb is free-range, raised without antibiotics, and free of hormone growth promotants. Our lamb is Halal certified by the Halal Inspection & Certification Committee of the BC Muslim Association.

We work with nutritionists to accommodate a variety of dietary preferences like vegetarian, pescatarian, or if you don’t eat certain meats. You can easily personalize your menu based on your dietary preferences and change them anytime in your account settings. If you have any severe food allergies, we do not recommend Fresh Prep as an option for you.

 

While we use best practices, we cannot guarantee the complete absence of food allergens. Our meals are prepared in a facility that contains allergens including tree nuts, peanuts, fish, shellfish, dairy, soy, eggs, wheat, gluten, mustard, sesame, and sulphites. Through best practices are used when preparing the meal kits, inadvertent cross-contamination may occur.

Food Safety

Our meal kits are prepared by a combination of both machinery and people. We follow official Good Manufacturing Practices (GMP), Food Safe requirements, and are certified by the Canadian Food Inspection Agency (CFIA) to ensure our facilities and food handling processes are in compliance with food safety standards. 

We provide ongoing training and supervision for food safety measures with our production staff to ensure all guidelines are being followed. Examples of these measures include, but are not limited to food production staff wearing appropriate attire including smocks, hairnets, gloves, and following strict hand washing procedures.

In efforts to reduce risk, we are temporarily not accepting the return of paper and plastic recycling. We will continue to collect the reusable cooler bags and ice-packs, which will be thoroughly sanitized and cleaned before reuse.

As an additional precaution, drivers are now placing all cooler bags into garbage bags once they are picked up. Due to space constraints taken up by this safeguard, we regret that not all bags may be collected. If your bags are not picked up, simply hold onto them until your next order.

We employ our standard food safety precautions and food handling standards as part of our core operations to protect against any viruses or transmission of sickness. 

Additionally, at our daily 9:00am production team meetings, we review the hand washing practices as part of our Good Manufacturing Principles (GMP's), specifically around increasing the regularity of handwashing at a minimum of once per hour. We also require vigorous handwashing after using the washroom; handling raw foods; handling allergens; touching face or body; handling garbage, compost or recycling bins; transitioning between handling different ingredients; discarding any items that have come in contact with a non-food contact surface. Staff in food production areas are required to wear hairnets, disposable gloves and sleeve protectors.

As part of our regular sanitation procedures, we thoroughly clean and disinfect the bags when they return to our facility. Cleaning is done in a separate area from our ingredient processing area to avoid any cross contamination.

Our delivery drivers are being instructed to practice no-contact delivery. This means they will limit their contact with our customers by only knocking or ringing the bell, then place delivery bags in front of your door.

We have enabled the following policies to protect our people and take precautionary measures including: 

  • All Fresh Prep employees who can work from home will be working from home over the next few weeks to eliminate any unnecessary risks.
  • Monitoring of symptoms in our staff with protocol to send them home with pay if any flu symptoms are present. If any employees are quarantined because of COVID-19 they are eligible to receive up to 14 days of paid time off to ensure they have the time needed to return to work in good health.

For the most part, Fresh Prep’s suppliers are continuing operations, however during these unprecedented times, some ingredient changes may occur and some of our local add-on suppliers may no longer be able to supply us, or in limited quantities. To accommodate these changes we will either swap ingredients or full recipes, We will keep an updated list of changes below:

Ingredient Updates

Week of March 22nd:

Week of April 5th

Add-ons Removed

Week of March 29 onward:

  • Two Daughters Bakeshop: West Coast Energy Pack; Sunflower Energy Bar.

Week of April 5 onward:

  • To Die For: Banana Bread Loaf, Lemon Loaf, Breakfast Cookies, Powerballs.  

We are making changes to our delivery operations to accommodate both increased demand and to facilitate social distancing within our facility. 

Saturday Deliveries: We are moving a portion of our Sunday deliveries to Saturday. This will give drivers more space when loading the bags and will help ensure we can accommodate demand on our busiest delivery day. Check your Delivery Schedule to see if your order has been moved.

Driver Protocols: You will see that drivers are wearing gloves when making deliveries. Drivers have also been supplied with commercial grade sanitizer to use on their gloves in between deliveries. Drivers will be picking up cooler bags and ice packs, but no longer accepting bags containing paper or plastic recycling at this time.

As an additional precaution, drivers are now placing all cooler bags into garbage bags once they are picked up. Due to space constraints taken up by this safeguard, we regret that not all bags may be collected. If your bags are not picked up, simply hold onto them until your next order.

More Questions?

Call Us:
604-569-2699
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