Part 1: Joining fee, processing fee, taxes:
Is there any processing fee when I check out?
No. You only pay for what we list on the website, we will take care of all of taxes and transaction fees.
Do I have to pay to be a member?
No, we do not charge any membership fee nor setup fee of any kind otherwise stated.
Part 2: The Plans and pricing:
What is the plan?
That’s the program you choose so we will know how many meals we should cook for how many people per week.
Who can order the plans?
Members only.
Can a non-member order too?
Yes, but not on the plans. I have Friday special which will be available for guests (non-member) to order but it is not guaranteed as It will be first come first serve and will be available after we get all of our member-orders secured.
For example, let’s say I have 20 orders of Tiramisu cake for Friday Special and 10 members order it. Hence, there will be only 10 orders to be available for guests to order and these 10 will be first come, first serve.
Why do the prices differ from plan to plan?
Because we measure the amount of ingredients, the time and efforts we have to spend for each plan so that we create each plan with different price.
Part 3: Allergies
I am a vegetarian but you also cook for meat-eaters, how do you do it?
We will cook vegetarian meals first and then other meals after. That way, we can make sure that vegetarian dishes will not taste meaty.
What if I am allergic to some ingredients?
Please let us know your situation before signing up for any type of food in our kitchen. When we understand your condition, we will be able to let you know whether we can cook for you or not. Lack of communication and information will be dangerous and harmful for you and our business. We will not be liable or responsible for any allergies symptoms that may occur if you decide to consume our products without consideration.
What if I am only allergic to milk and/or nuts?
Sorry, if that’s the case, please do not sign up for our service as we will cook our food with milk, dairy products, and nuts regularly.
Part 4: Order processing time:
What is the deadline to order?
The menu will be planned 4 weeks in advance prior your first delivery. The reason why is that we want you to have more time to choose and decide. However, we also want to make sure that we receive all orders in a timely manner to manage our shopping and cooking process. Hence, if you decide to have the first delivery on Monday 1/15/2018, the deadline to place order and pay is Monday 1/8/2018. Any orders that are placed after that will not be delivered on 1/15/2018.
Does the processing time apply to all orders?
Yes.
What if I want to order after the deadline?
Chances are we cannot accept your order for that week. We want to manage our inventory, stock, and quality so we might not have room for a last minute orders unless we had bought extra ingredients which may not happen often.
Part 5: Shipping:
Why guests have to pay for shipping?
Since guests can only order from Friday Special menu, no free shipping is offered.
Will guests ever received free shipping?
Yes, if their order/transaction is equal to or more than $50.
How many shipping should I expect to receive every week?
For the weekly plan, there will be 2 deliveries per week. If you order the Friday Special, then 1 delivery will be made on Friday.
What time will you deliver the meals?
It’s varies. Depending on your location and specific orders, we will discuss with you for the time frame. Please keep in mind that if we agree on delivery around 5 PM, then the time frame will be from 4 PM to 6 PM that day. Deliveries made during peak and non peak hours will be a factor too.
What if my delivery time frame is 5 PM but the food won't come until 7 PM?
You can choose either to take the food and get 30% refund for that late delivery or to do not accept it and we will refund you the whole amount of money you paid for that delivery.
For example, you ordered and paid for 2 deliveries in 1 same week, then your Monday delivery came late. If you choose to take the food, we will credit you 30% for the Monday delivery. Or, if you decide not to take it, we will refund you the whole amount you paid for that delivery.
Do I have to be home when the delivery come?
You don't have to but it would be better if you are. Once we agree on a delivery time frame, our staffs will knock on the door and leave the food (well-packed) at the area you prefer (discuss and agree in advance).
Do I have to pay or tip the delivery guy?
You do not have to pay the person who delivers your food as you might have free shipping or you already pay for it when you order online. So, please do not pay for shipping when you receive your food unless there is a special situation that happens which is discussed in advance and through our customer support. However, if you like the way our delivery team works, you can tip him/her directly and he/she will be so happy not only because he/she gets tips, but also because he/she knows that he/she is doing a good job.
What if I do not like the way my food is shipped?
Please contact us with your specific requests, we will try our best to accommodate it. If we cannot do it, you can cancel your account at anytime.
Do I have to pay for shipping?
We offer free shipping for certain places in San Jose, Milpitas, Los Gatos, and Santa Clara. To check for shipping fee and rate, please email us the exact zip code where the meals will be shipped to so we will be able to identify whether it is free or not.
if I want to order but I am not in the “free shipping zone”, how much I will be charged?
Please contact us for your location, we will let you know the rate. However, if we have more than 2 orders in your location, you will enjoy free shipping too as our staffs do not have to drive too much.
Part 6: Return, refund, and credit:
If I do not like the food, can I get the refund?
Absolutely yes. We value our customers and we know that sometimes our expectations differ from yours. That’s why we offer free samples before you sign up. Please contact customer support for this matter and we will offer you solutions and refund if needed.
How do I get a refund?
For your and our record, your refund will be processed through bank wire or recredit back to your credit card. We do not do cash refund so it will take you couple business days to see the money reflect back to your credit card and/or bank account.
What if I got double-charge?
Please contact us ASAP so we can check on our end. If we see the double-charge, we will refund you and it will take a couple days for the refund to reflex back to you. If the double-charge does not pop up on our system, please contact your bank and/or credit company for that.
What if I pay but decide to cancel after that?
You will have 72 hours upon your first delivery of the week to cancel (free of charge) for that week order(s). Any cancellation after that will not be refunded.
What if I do not like your cooking multiple times?
We take pride of our service. If we continuously fail to meet your taste, we will contact you for solution including credit a part (or the whole order), remake your order, or stop our service to you.
Part 7: Service conditions and others:
I am afraid that when you have too many members, you will not take good care of the service and the food. Will you accept as many member as you want to?
No, we will not. Our services aim to deliver quality over quantity. Therefore, we will have a set amount of members and will not accept more than that amount. We want to take good care of each individual member and will continue to do so to meet our own quality expectations.
What if sometimes I have guests come over for a couple weeks, can I change the plan for couple weeks?
Maybe but not guaranteed. If you can notify us at least two weeks prior your guests arrival, we will be able to confirm whether we will be able to help or not. Otherwise, we cannot as the quality of service to you and other customers might be affected.
Part 8: Account registering, pending account, activate and deactivate account, cancel an account:
Why do I have to have Reference Code ID when I sign up?
Because the ID will indicate that we have met and had a clear conversation, mutual understanding, and agreements between us and our customer. Hence, when a new member signs up with the Code ID, they will less likely be surprised and we can serve that customer better according to his/her needs.
Sometimes, I do not feel like eating your food, can I put my account on pending?
Yes, but within a certain amount of time. We know that sometimes you need to refresh your taste. No worries, we have pending option for you. After 7 months since the date you become our members, the pending privilege will be available for you. Using this privilege, you will enjoy 4 continuous weeks not ordering anything and your account will not be cancel at no cost, nor fee. When you are back, this privilege will be active again 7 months later. This privilege will not be added on or rollover to the following year.
For example, you sign up on 1/1/18, you will have the pending privilege on 8/1/18. If you use this privilege on 12/1/18, then the next following time you can use this privilege is no earlier than 7/1/19.
What will happen when I do not have pending privilege but I do not order more than 2 weeks in a roll?
Your account will be pending and you need to contact our customer support to re-activate your account. However, if this situation happens 2 times within 12 months period, your account will be canceled with or without advanced notices.
After my account got canceled, if I want to sign up again, will there be any problem?
There might be some issues due to the cancellation. After we cancel an account, the system will automatically notify the first in line guest who is waiting to sign up. Hence, by the time you re-register, if there is no available spot, you will be sent to the waitlist and will be treated no different than other guests on the list.
