Frequently Asked Questions

Here are some of the commonly asked questions we receive. If your question has not been answered below please contact us on enquires@swolefoods.co.nz and we will get back to you promptly.

Meals

How should I store the meals?

Meals should be stored in the freezer and moved to the fridge a day before you wish to consume them. 

How long can I keep my meals for?

Refer to the expiry date on the meal.  We cook in small batches so the expiry date in the best way to be sure.

How do I heat my meals?

Meals can be heated in the microwave or a conventional oven. Heating instructions are provided on the sleeve of each meal.

For best results we recommend that your thaw your meals over night in the fridge and then heat them,

Will I need to cook the meals?

No, our purpose is to save you the time and energy which goes into cooking and
meal prepping. We deliver Ready to Heat and Eat Meals so you do not need to cook any of the meals yourself.

What is the difference between, the three meal ranges?

Meal prep should never be ONE size fits all, hence we have three distinct sizes and ranges. Our Swole Range is a 450g meal, Active is 350g and Low Carb is 300g. (Low carb does not include a complex carbohydrate source).  

Can I customise my meal sizes and components?

Unfortunately at this stage we do not provide this service.

Do I need to add other condiments or ingredients?

The meals are designed keeping in mind neutral tastes. Our Chef's have worked hard in designing recipes which will appeal to most people. However, you are welcome to add condiments to adapt the meal to your preference if need be. 

Payments

How do I pay for the meals?

You can pay for your meals using either a Visa or Mastercard.

We also have the option of Using Afterpay as a payment method. Google Pay is also available for your convinience.

What is Afterpay and how do I use it?

Afterpay is a payment platform which allows customer to purchase items and pay for them over 4 installments due every two weeks. For example if your order total comes to $100, you will pay the amount in smaller installments without any additional charges as long as the payments are made on time. You are required to set up an account with Afterpay and accept their terms of service which can be found by clicking HERE.

What is a recurring subscription order?

Our recurring subscription service is a great tool to save you time and energy in ordering your meals. You simply choose your meal pack and meals once, select how frequently you wish to have the meals delivered and we do the rest.  You can manage your subscription by signing into your account on our site.

Can I cancel my recurring order?

Yes. Subscriptions have a two-order minimum. After your second order has been charged, you can cancel any time in your account or by emailing orders@swolefoods.co.nz, at least 1 working day before your next charge date.

Can I pause my subscription?

For sure, you can skip deliveries if you wish or pause your subscription for a period of time.

Delivery

When will my meals arrive?

North Island: You Can order any day of the week and we aim to delivery in 2-4 working days.

South Island: Our delivery day is Wednesday and the order cut off is Thursday the week before.

For full delivery schedule please visit our Delivery Info tab.

How are the meals delivered?

The meals are delivered in environmentally friendly cardbord boxes with WoolCool or paper based Insulation as well as Thermogard Gel Ice packs to keep them chilled. 

What if I am not home when the courier arrives?

It is always best to make sure someone is at home to recieve the meals so that they can be stored in the fridge or freezer right away. However, in the case where there is no one at home the couriers are instructed to leave the box at a safe spot near your door step. 

I redirected my order with NZPost, it did not arrive on time. What do I do?

We don't recommend redirecting your order with NZ Post. A redirect usually adds 1–3 days while NZ Post updates the address, and our meals are frozen and perishable. If you've redirected an order and it's late or doesn't arrive, email info@swolefoods.co.nz with your order number and we'll look into it with the courier. Your rights under the Consumer Guarantees Act still apply – see our Refund Policy.

What if my meals do not arrive?

When your order is dispatched, we'll email you a tracking link. If your meals don't arrive, email info@swolefoods.co.nz with your order number. We'll reply within 2 working days and investigate with the courier. If your order is lost or damaged before it's delivered, we'll replace or refund it. See our Refund Policy for details.

How much does delivery cost?

Our Minimum delivery fees are:

Delivery to Auckland starts $12 for 10 meals and then it is dynamically calculated based on the number of meals you buy.

Delivery to Rest of North Island is $16 for up to 10 meals and then it is dynamically calculated based on the number of meals you buy.

Delivery to South Island is $20 for up to 10 meals and then it is dynamically calculated based on the number of meals you buy.

Please Note:  Delivery fees apply to all deliveries unless otherwise advertised. Delivery fees are calculated based on the order weight and the above rates are minimum charges only.

Do you deliver to my address?

WE DELIVER NATIONWIDE TO RESIDENTIAL AND BUSINESS ADDRESES.  ( RURAL AREAS NOT INCLUDED.) .  If you are unsure whether we will deliver to you, please email us on enquiries@swolefoods.co.nz for confirmation.

Do you Deliver to Rural Addresses?

Not at the moment. Rural courier times are too long to keep meals frozen. Please use a non-rural address, such as your work. If a rural order gets through checkout, we'll contact you to change the address, or cancel and refund it before it's sent.

I received a tracking link but it did not update?

For some delivery zones we use a private refrigerated courier company and while our system prints the courier post address label ( which generates the tracking link) the private company uses this for address purposes only.

They are not linked to the NZPost system and we are able to give you updates on the delivery status either by phone or email at orders@swolefoods.co.nz

Discount Codes and Free Shipping?

Our Free shipping for orders over $230 is to Auckland deliveries only and to one off orders only. Subscription orders save 10% on the price of the meals and may be charged a delivery fee to Auckland.

However, if you have used a Discount Code on your one off order, the system will give you the higher discount of the two, IE: free shipping or the Value of the discount from your code.

My Box went missing after delivery, what do I do?

Theft or missing box after delivery

Once our delivery partner has successfully delivered the parcel to your address we are not responsible for theft or if the box goes missing after completion of delivery. You will need to treat the matter as theft in this case and our shipping protection does not cover such a situation.

Shipping Protection

What is shipping protection?

Shipping Protection is optional. With it, we'll replace or credit a damaged, lost or missing order straight away, without waiting for a courier investigation. Without it, you're still covered under the Consumer Guarantees Act: if your order is lost or damaged before it's delivered, we'll replace or refund it. Theft or loss after the courier has delivered to your address isn't covered (see our Refund Policy).

Animal Welfare

Australia-NZ Better Chicken Commitment

"Swolefoods will meet or exceed the standards of the Australia-New Zealand Better Chicken Commitment in New Zealand by 2030." 

What do I do with the packaging?

All our packaging is recycling friendly and can be disposed off with regular household recycle waste. The gel ice packs are safe to dispose off in the kitchen sink, simply pierce the film and let the liquid drain out. The plastic can be disposed off in the regular recycling.