Our Plans

Frequently Asked Questions

My Delivery

Where do you deliver?

We deliver to Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Québec, Newfoundland, and the Maritimes.

Get in touch with our Customer Care team if you're unsure whether we deliver to your area!

If we don't deliver to you yet, let us know by contacting Customer Care! We'll share your interest with our logistics team and hopefully we'll be able to deliver HelloFresh to your door soon.

Pro tip: Make sure you're always entering your postal code in the following format X1X2Y2 (all caps and no spaces).

When do you deliver?

Our delivery window is 8am-8pm local time on your selected delivery day!

We offer delivery Sunday - Thursday depending on your postal code. You can check which days are available in your area in your 'Account Settings' or by reaching out us through chat.

How will I be notified of my delivery?

Depending on your area, some customers will receive a shipment notification with tracking information. Otherwise, you can expect your box to be delivered on your delivery day before 8pm local time.

Our Customer Care team will always aim to contact you should we expect any changes to your normal delivery window and/or we experience any delays.

Can I have it delivered to a work address?

Absolutely! Many customers choose to have their box delivered to their work address rather than having it left at their home.

Please note that while our couriers make an effort to service business addresses during business hours, our guaranteed delivery window remains 8am-8pm local time.

Is there a delivery cost?

Delivery fee is $9.99 except in Newfoundland, where shipping is $19.98. This shipping fee helps us to work with our couriers to get the boxes to your door. First delivery is free for every user with a voucher code.

Where is my HelloFresh box?

We know how excited you must be to receive your delicious box of goodies.

If you're expecting a box, there's a few things you can do to make sure it's still on track for delivery.

  1. Double check your delivery date. Our deliveries take place between 8am-8pm local time. It may be that the delivery driver hasn't reached you.
  2. Some areas will receive a tracking number by email to help you keep track of your delivery. Double check your inbox to see if you have this notification.

If your delivery window has passed and your box still hasn't arrived. Please get in touch with our team right away. We'll look into this right away and make sure we make it right.

I'm missing ingredients in my box. What do I do?

First things first: check the entire contents of your box and then make sure that the item you are missing is not a pantry item. Pantry items are listed on your recipe card, and include things like oil and butter.

If you're missing a protein or dairy item, it may be playing hide and seek under the ice packs to stay cool!

If something is missing, our apologies! This definitely isn't acceptable. We understand how disappointing it can be to not have everything you need.

You can report missing items here or get in touch and we will look into it right away. It's important you let us know so we can make this right!

My order arrived damaged. What do I do?

This is definitely not acceptable, and we apologize for the inconvenience. Please contact our Customer Care Team and we'll be sure to make this right.

If you have any photos handy of the error, please pass these along as well.

Do I need to be home for delivery?

Not at all! If you are not home during delivery, our courier will drop the box off at your front door (or wherever you specify in your Delivery Instructions).

If you live in an area where a box cannot easily be left, we suggest one of the following solutions:

  • Provide the address of a helpful neighbour that will be home during the delivery window and can accept your package for you.
  • If you live in an apartment building or condominium, ask your concierge to receive the box for you, or give buzzer instructions to the courier via the Delivery Instructions to leave the box safely inside the building.
  • Have the box delivered to your workplace.
  • Have the box delivered to a nearby business or restaurant that won't mind you picking up the box at a later time that day.

I live in an apartment. Can I still get HelloFresh?

Absolutely! We recommend confirming that your building accepts perishable items, first. Once that's confirmed, make sure to leave any buzzer or delivery instructions in your Delivery Instructions.

If you live in an area where a box cannot easily be left, we suggest one of the following solutions:

  • Provide the address of a helpful neighbour that will be home during the delivery window and can accept your package for you.
  • If you live in an apartment building or condominium, ask your concierge to receive the box for you, or give buzzer instructions to the courier via the Delivery Instructions to leave the box safely inside the building.
  • Have the box delivered to your workplace.
  • Have the box delivered to a nearby business or restaurant that won't mind you picking up the box at a later time that day.

Will my box remain fresh if I'm not home?

All of our boxes contain an insulated liner and ice packs to keep your food fresh until you get home the night of delivery! Just pop your kits in the fridge as soon as you can.

Don't forget to check for any proteins or sensitive ingredients that may be hiding at the bottom of your box with the ice packs.

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