Delivery policy

This Delivery Policy explains how we handle order fulfillment, delivery windows, missed deliveries, cold-chain handling, and geographic coverage.

1. Service area

We deliver across the greater Charlotte metro area and surrounding corridors. Enter your zip code at checkout to confirm route availability. Routes and coverage may change based on driver capacity and production volume. Pickup is also available at our commercial kitchen — confirm availability when ordering.

2. Delivery windows

Orders are typically delivered on Sunday and Monday following the Thursday 11:59 p.m. Eastern Time weekly cutoff. Exact windows depend on your zip code and route capacity for the week. A delivery window will be communicated after your order is confirmed. These windows are estimates; we are not liable for delays caused by weather, road conditions, or other circumstances outside our control.

3. Missed deliveries and access

You are responsible for ensuring safe delivery access (unlocked gate, correct address, clear instructions). If no one is available at delivery, trays will be left in a safe, sheltered location at the address provided. We are not responsible for spoilage if products are left unattended by the recipient beyond a reasonable time. If a delivery cannot be completed due to access failure or incorrect address, no refund will be issued.

4. Cold chain & food safety

Meals are blast-chilled, sealed in microwave-ready trays, and transported in insulated containers. Upon receipt, refrigerate immediately. Do not leave meals unrefrigerated for more than two (2) hours (one hour if ambient temperature exceeds 90°F / 32°C). Consume by the date on the label. We are not responsible for spoilage due to improper storage or handling after delivery.

5. Risk of loss

Risk of loss and title to products pass to you when the order is delivered to the address you provided or when you collect it at pickup. From that point you are responsible for proper handling.

6. Delivery fees

Applicable delivery fees are shown at checkout based on your zip code and order size. Pickup orders carry no delivery fee.

7. Damaged or missing items on delivery

Report damaged or missing items within twenty-four (24) hours of delivery with photos and your order number. Remedies are governed by our Refunds policy (linked in the footer).

8. Contact

Delivery questions: [email protected]