Frequently asked questions

Schools

1Is your service one-size-fits-all?
Yes - because our services are customized to each client. Our existing clients have varied administrative or payment options, levels of service, fundraising or rebate programs, and even different menus. We truly believe that a successful program requires a partnership with our clients – and that means tailoring our program to fit the needs of each and every client.
2How much notice do you need to start service?
It can be done in as little as one day but it typically takes about 2 weeks in order to allow families time to adjust and place their orders.
3Do your contracts allow for early termination?
Yes. We offer early termination for either party. But we’re confident that you’ll be happy once you’re with us, so early termination won’t be a concern!
4Do you have a minimum number of meals required in order to provide service?
Yes. On services days, a client must have a minimum of 20 meals in order to receive service.
5Is 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.
6What type of orders do you accept?
Online, email, fax and paper orders are accepted. Orders may be placed directly by the school, parents or staff, or even parent organizations.
7Do 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. For specific questions or concerns please contact us directly.
8Are deliveries made in private vehicles?
Absolutely not. Our products are delivered in commercial vehicles equipped with special food transport equipment. Using a private vehicle is not safe or sanitary.
9Is your facility inspected by the local health department?
Yes – and we continue to win the Award of Excellence each year. We’re proud of our facility and work diligently to assess and maintain our safety protocols to ensure the health of our clients. Feel free to stop by anytime for a tour!
10Do you offer a discount to clients for catered events?
Yes. Contact us with details about your event and we’ll gladly see what we can do.


Parents

1My child/family has food allergies and/or food intolerances. Are your meals safe for my child?
Honestly, it depends. Although we would love the opportunity to feed your child, we are more concerned with their health and safety. If the allergy, intolerance or disease is life-threatening, please pack meals from home. We take great strides to be a nut-free facility and do all we can to avoid cross-contamination of allergens. But there are many factors we cannot control such as a vendor delivery drivers having peanut butter for breakfast. We do our best, but we never want to risk the health of a child simply for an order. Our list of ingredients is located inside the parent home page on our website and our Registered Dietitian, April Murray, is also available for further consultation. We encourage you to contact us directly so we can work together to determine the best decision for your family.
2Do you have certain nutritional standards your foods must meet in order to be included on your menu?
Yes. Although our school and corporate clients do have the final say in the items we offer at their location, we keep your child’s nutritional health in mind by aiming to adhere to these standards: No High Fructose Corn Syrup (HFCS) No artificial colors Trans Fat Free No MSG Hormone-Free Milk (no added hormones & no rBST) 100% Juices Caffeine Free Drinks
3Can I change or cancel my order once it’s been placed?
Yes. Our change or cancellation policy is before 8:00am the day prior to service. If you placed the order online you may make the change by editing your current order or you may email or call our office.
4What is your policy for receiving credit for cancelled or altered orders?
Orders that were changed or cancelled within the required time frame will be applied on your next order. If you prefer a refund, just contact our office to make arrangements. Credits are not guaranteed after 3 months.
5Do I get credit if my child is sick?
Yes and we hope your child gets better soon! Please contact our office by phone/voicemail, email or fax prior to 7:30am on the day of service for credit. NOTE: Some clients allow families to pick up a meal on the day of service should you so desire. Contact your school for details.
6Help! 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 your password will be sent to the email address on file. For further help, you may also contact our office.
7Do you store my credit card information?
No. Once your information has been transmitted to the secure credit card processing website, we no longer have access to the full account number. After submittal only the last 4 digits are available to us for payment confirmation. We do not keep credit card numbers in our system.