frequently asked questions

Q. IS YOUR FOOD VEGAN?
A.
Yes. We use only plant based ingredients. Our meals are free from meat, chicken, fish, dairy, eggs and honey.

Q. WHERE DO YOU DELIVER?
A. Veestro delivers to any physical address within the United States. We currently don't ship to Hawaii, Alaska or Puerto Rico.

Q. DO YOU DELIVER TO A P.O. BOX?
A. No. FedEx requires a physical address in order to deliver perishables.

Q. DO I HAVE TO BE HOME IN ORDER TO RECEIVE MY MEALS?
A. No. If no one is home at the time of delivery, FedEx will leave the package outside your door. However, we recommend that you pick up your package as soon as possible to prevent unwanted thawing.

Q. DOES THE DELIVERY REQUIRE A SIGNATURE?
A. No, we ship everything via FedEx without signature required.

Q. WHEN WILL MY ORDER SHIP?
A. Please refer to our shipping map here.

Q. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
A. Once your order has shipped, you will receive shipping confirmation and the tracking number. Please refer to our shipping map for delivery estimates.

Q. HOW MUCH DOES SHIPPING COST?
A. All orders are shipped via FedEx and shipping is ALWAYS FREE with auto-deliveries.

Q. WHAT IS THE BEST WAY TO STORE THE MEALS?
A. It is always best to store the meals in the freezer and keep only 1 or 2 days worth of food in the refrigerator to thaw out. Our meals will last up to 8 weeks in the freezer, and up to 1 week in the fridge.

Q. HOW LONG CAN I KEEP VEESTRO PRODUCTS IN THE REFRIGERATOR OR FREEZER?
A. Since Veestro products are preservative free, they can be kept up to 8-10 weeks in the freezer, or 1 week in the refrigerator. Do not leave Veestro products out of the refrigerator overnight.

Q. HOW WILL MY ORDER ARRIVE?
A. Each product is fresh frozen using the latest technology to optimize freshness. Your order will arrive in an insulated shipping container and shipped with dry ice to keep your meals frozen.

Q. HOW MANY MEALS WILL ARRIVE IN MY PACKAGE?
A. Your package will contain 10, 20 or 30 meals depending on what you purchased A la Carte or Chef's Choice. If you purchased a Weight Loss Plan, you will receive 15 or 21 meals in each box. We are unable to split shipments.

Q. WHAT IF I RECEIVE MY MEALS AND THE DRY ICE IS GONE?
A. As long as your meals are still "refrigerator-cold" to the touch, they can be safely stored in your freezer with no reduction in quality. Since our products contain no animal byproducts, there is less chance for harmful spoiling to take place.

Q. DRY ICE INFORMATION
A. All Veestro products are shipped with dry ice. Each shipment is packed with just enough dry ice to disappear before you open your package; but if you open your package to find pieces of dry ice still remaining, dont touch the dry ice. Leave it in the box and put the box outside or in a garage so that the dry ice can naturally dissipate. Ensure that children or pets will not be able to access the box. Do not attempt to seal the dry ice off in a jar or container, as it may cause harm. Please carefully read the dry ice warning instructions, which are included in every package. Veestro will not be held liable for any damage caused by improper handling of dry ice material.

Q. DO YOU ACCEPT RETURNS?
A. Because we produce a perishable product, we CANNOT accept returned food items. We will promptly issue a replacement credit for any food item or meal that was damaged, spoiled, or impaired as a direct result of shipping or delivery.

Q. IS YOUR PACKAGING RECYCLABLE?
A. Our meals are packed in 100% compostable carton trays or 100% recyclable BPA-free plastic pouches.

Q. WHAT IS THE SUBSCRIPTION BILLING POLICY (recurring orders)?
A. Recurring Billing Policy for Auto-delivery Meal Plans: By enrolling in any of our auto-delivery meal plans, you agree you are purchasing an auto-renewal subscription and will receive deliveries according to the frequency selected until you pause or cancel. Your credit card will be charged the total cost of each shipment at the time the order processes. You may pause or cancel your subscription at any time before your payment processes by signing into your account, heading to your ‘My Account’ page and clicking on ‘Manage Subscriptions’. You will receive an email before your payment processes and you will have 3 days to modify, skip or cancel before your payment processes.

Important Note: If a payment has already processed, cancelling your subscription does not cancel that shipment. We are NOT able to cancel/refund payments that have already processed.

Q. WHAT IS YOUR CANCELLATION POLICY?  A. YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW UNTIL YOU CANCEL. AFTER YOUR FIRST ORDER, YOU MAY CANCEL IN YOUR MY ACCOUNT PAGE OR BY EMAILING US AT CUSTOMERSERVICE@VEESTRO.COM AND FOLLOWING THE INSTRUCTIONS YOU RECEIVE. YOU MAY CANCEL AT ANY TIME, BUT IF YOU CANCEL AFTER THE PAYMENT HAS PROCESSED (DATE DEPENDS ON YOUR BILLING CYCLE), YOU WILL STILL RECEIVE, AND BE CHARGED FOR, THE NEXT WEEK’S SHIPMENT. YOU WILL BE RESPONSIBLE FOR ALL CHARGES (INCLUDING ANY APPLICABLE TAXES AND OTHER CHARGES) INCURRED PRIOR TO THE CANCELLATION OF YOUR SUBSCRIPTION.

Q. HOW DO I MANAGE MY SUBSCRIPTION (recurring order)?
A. To manage your Veestro subscription (recurring order) follow these instructions: 1) Use the Log In link at the top right of the Veestro website to log into your account; 2) Go to 'My Account' page. 3) Click on 'Manage Your Subscriptions' on the right side of the page; 4) A list of your recurring orders will appear; 5) Click the 'Manage' text link next to the recurring order you want to manage. If you cancel your subscription, it does NOT automatically cancel any pending orders.  We are NOT able to cancel/refund payments that have already processed. If you receive a FedEx tracking number, your order can not be recalled.

Q. HOW DO I CUSTOMIZE MY SHIPMENTS?
A. Here are the steps you follow in order to customize your next shipment. Make sure you make the changes BEFORE your payment processes because once your payment goes through, we can't make any changes to your orders.

1- Log into your account here.
2- Click on Manage subscriptions on the left hand side.
3- Once there, you will see your subscription with 2 green buttons: 1) customize deliveries and 2) manage my plan.
4- Click on customize deliveries.
5- You will then see the date of your next order and the meals you see there are the ones that you received in the last shipment.
6- Click on Change meals.
7- Before you can ADD any meals to your shipment, you need to remove the meals you do not want to receive. Then you can add all the meals you want.
8- Make sure to click SAVE (the green button at the top right hand side) to ensure that your choices are saved.

We want you to get what you love and love what you get, so if you have questions about a specific meal just email us at info@veestro.com and we'll be happy to assist you.

Q. WHERE DO I FIND INGREDIENT AND NUTRITIONAL INFORMATION?
A. All nutritional information can be found on the label of your Veestro meal, and on each product's description within our website.

Q. I HAVE FOOD ALLERGIES. HOW DO I KNOW IF I CAN EAT YOUR PRODUCTS?
A. Under each product description, you will find icons that show whether that particular product is suitable for a particular diet. Examples include: Gluten Free, and Dairy-Free. At Veestro we recognize that some of our customers have allergies or sensitivities to nuts, gluten, soy, and other food items. That's why we strive to disclose all ingredients used in the production of our meals and will answer any questions directly to help you decide which products you can safely consume. At Veestro we take every precaution to ensure that cross contamination of ingredients does not occur in our production facility, but please be aware that our meals are produced in a plant which processes foods containing wheat, soy, nuts and seeds.

Q. ARE ALL OF YOUR PRODUCTS GLUTEN-FREE?
A. No, but we have many gluten-free options. All of our gluten-free choices can be found by searching our site for gluten-free or by looking for the Gluten-Free tag on a particular product.

Q. IS THERE A POSSIBILITY OF CROSS CONTAMINATION IN YOUR FACILITY?
A. At Veestro we take every precaution to ensure that cross contamination of ingredients does not occur in our production facility, but please be aware that our meals are produced in a plant which processes foods containing wheat, soy, nuts and seeds. Veestro does not use any animal products or byproducts and our facility is 100% vegan. We strive to prevent cross contamination to the best of our abilities as a dual-purpose commercial kitchen, but we do NOT recommend our products for people with celiac disease or similarly severe allergies. We recommend that consumers with celiac purchase food products from an alternative service that uses a single-purpose, certified gluten free commercial kitchen facility.

Q. ARE YOUR MEALS ORGANIC?
A. All our meals are made with organic ingredients. Over 96% of the ingredients we use are organic.

Q. DO YOUR MEALS HAVE PRESERVATIVES?
A. No, we do not add any preservatives to our meals.

Q. DO YOU HAVE SOY-FREE PRODUCTS?
A. Yes, we have a soy-free products, and you can find them under the A la Carte page by clicking on the soy-free dietary restriction.

Q. WHERE ARE THE COOKING INSTRUCTIONS FOR EACH MEAL?
A. You can find the heating instructions on every package of our meals.

Q. HOW DO I PREPARE MY MEALS?
A. The label on each Veestro meal contains a set of instructions for preparation. Veestro products can be microwaved, but for best results we recommend you use the oven or skillet. Ovens and microwaves vary, instructions should be used as a guide.

Q. DO YOU HAVE MEALS FOR KIDS?
A. We have a number of dishes that are ideal for kids, including Chick'n Nuggets, Quesadillas and pizzas.

Q. DOES VEESTRO SELL GIFT CERTIFICATES OR CARDS?
A. Yes we do! You can find them here.

Q. DOES VEESTRO HAVE RETAIL LOCATIONS OR OUTLETS?
A. No, we do not have any retail outlets. Our food and meal plans are available exclusively online, through Veestro.com.

Q. WHAT IF I HAVE A QUESTION ABOUT MY BILL?
A. If you have any questions, please contact our customer service team at info@veestro.com or call us at 855-434-8988 and we will be happy to help you.

Q. WHERE DID FOUNDERS MARK AND MONICA GROW UP?
A. Mark and Monica are brother and sister and they grew up in Costa Rica.


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