F.A.Q.

SCHOOLS

1. How much notice do you need to start service with a site? It usually takes about 2 weeks to administratively set-up a new client – however, it can be done in as little as one day.
2. Where is the food prepared? We have a 7500 square foot building in Santa Ana that contains a 3000 square foot commercial kitchen. Anyone is welcome at any time to take a look. We also do tours for kids.
3. Do you require a contract? Yes and it’s designed to put the details in writing so we’re all on the same page. All our contracts are based on a set term with an early termination clause (60-days notice) should either party determine the relationship not beneficial.
4. What type of orders do you accept? Online, fax and pick-up at the site (once service has begun).
5. What forms of payment do you accept? Cash, check, Visa and Mastercard.
6. Do you have a minimum number of meals required in order to provide service? Yes. On a daily basis, a site must have a minimum of 15 meals in order to receive service.
7. Is it required to have service 5 days a week? No. We provide service on any or all days of the week depending on the needs of the site.
8. Does your staff have the proper certifications? Yes. All kitchen staff is required to have and maintain a Food Handlers Certification to ensure the safe handling and processing of our products.
9. Do you require background checks on your staff? Yes. Any staff member that will have direct interaction with a school (such as a Driver or Manager) must have a clean background before being allowed on school property. We currently use ABSO.com for our background checks.
10. Are deliveries made in people’s cars? Absolutely not. Our products are delivered in commercial vehicles equipped with special food transport equipment. Using an individuals’ vehicle is not sanitary.

PARENTS

1. Help! I forgot my username and password! Your username is the email address you used when setting up your account. If you have forgotten your password, please click the “Forgot My Password” link and you will be sent your password to the email address on file. You can also contact the office on 714-751-8500.
2. Do you store my credit card information? No. Once your information has been transmitted to the credit card processing website (Authorize.net), we no longer have access to the full account number. On Authorize.net, only the last 4 digits are available to us for payment confirmation. We do not keep credit card numbers in our system.
3. Can I change or cancel my order once it’s been placed? Yes. Our change policy is 48 hours(2 business days) notice. This applies to both changes or cancellations. Changes can be made online if you placed the order online or you may call the office on 714.751.8500 to make the alterations.
4. What is your policy for receiving credit for cancelled or altered meals? Credits for meals that were changed or cancelled within the required time frame will be applied on your next order. Credits are not guaranteed by Cater Tots after 3 months. If you prefer a refund, please contact our office on 714.751.8500 to make arrangements. NOTE: Credits will not be issued for missed lunches due to illness or other events unless cancelled with a minimum of 2 business days notice.
5. Is there a fee for placing orders online? No. All fees and taxes are included in the meal price which is the same for online or paper orders.
6. Are your juices 100%? Yes.
7. Do I get credit if my child is sick? Credits can only be issued with 2 business days. If you expect your child will miss more than 2 days of school for any reason, contact our office to cancel service. NOTE: Some sites allow families to pick up a meal on the day of service should you so desire.