Orders

Can I cancel my order?

We craft our meals with fresh ingredients, prepared to order. Please notify us of any cancellations within 24 hours of placing your order. Regrettably, cancellations after this timeframe cannot be honoured, as our ingredients have already been ordered, and the full order amount will be charged.

An item is missing from my order?

Rest assured, we make it a priority to notify you in advance if we are unable to fulfill your complete order. However, if any item is missing and you have not received communication from us, please do not hesitate to reach out to us.
support@xchef.com.au

I ordered after the cutoff, can I get my delivery sooner?

Our order cut-off time aligns with our courier's schedule. However, if you contact us at orders@xchef.com.au, we may be able to assist.

Further Questions?

If you have any further questions about your order, please email us at
orders@xchef.com.au

Delivery

Do I have to be home for delivery?

Please ensure someone is available to receive your delivery. If you’re
not available to receive the order, our third-party couriers will leave the
delivery in a suitable location near the entrance.

You will receive an SMS notification upon completed delivery.

What are our delivery areas?

Our courier service operates between Helensburgh & Gerringong. Please find the list deliverable postcodes below:

2500, 2502, 2505, 2506, 2508, 2515, 2517, 2518, 2519, 2520, 2522, 2525, 2526, 2528, 2530, 2527, 2529,2533,2534

I live in a secured apartment complex

If you live in a secure apartment complex, we recommend that someone is
available to receive your delivery.

If access to the apartment is restricted, your order will be left at the
building entrance.

You will receive an SMS notification upon completed delivery.

I still haven't received my order?

Our third-party couriers tracking system empowers customers
to seamlessly receive live updates on their orders, guaranteeing complete
transparency and providing peace of mind every step of the way during the
delivery process.

What are your delivery times?

Kindly specify your preferred delivery time, and the
courier service will endeavour to ensure timely drop-offs. Please note that
while they strive for punctuality, there may be a maximum gap of 2-3 hours
between each delivery.

Do my meals arrive fresh or frozen?

All our meals are fresh and delivered chilled to ensure
optimum quality.

Is there a cost for delivery?

Yes, there is a delivery fee of $20 per order.

One of my meal containers arrived damaged

In the event that a meal item is received in a damaged condition, we strongly advise against consumption of the product. Our customer care team is available to assist. Please contact us on support@xchef.com.au

Products & Ingredients

How do my meals stay fresh?

All our ingredients are sourced weekly, and meals made
fresh to order.

We then utilize vacuum sealed packaging, to extract oxygen and
naturally preserve the freshness of our products. Combined with refrigeration,
this process ensures our products remain fresh for as long as possible.

How long do the meals stay fresh before expiry?

Please ensure to inspect the best before date on each meal package. Our meals have a minimum shelf life of 7 to 14 days before reaching their expiry date.

How do I reheat my meals?

Please view the heating guide under the product information of your selected meal.

Are my meals Halal?

While our beef is sourced from a halal-certified abattoir, it's important to note that our other ingredients may not carry the same certification.

How long will my meal last in freezer?

Consume within 1 month after freezing. Cook from frozen or defrost in a refrigerator and use within 24 hours. Heat according to package instructions. Do not refreeze.

Are your meals Dairy free?

We offer a selection of Dairy free options. For detailed information, kindly refer to the nutritional panel of each product or utilize our search filter for assistance.

Are your meals Gluten free?

We offer a selection of Gluten free options. For detailed information, kindly refer to the nutritional panel of each product or utilize our search filter for assistance.

Are your meals Nut free?

We offer a selection of Nut free options. For detailed information, kindly refer to the nutritional panel of each product or utilize our search filter for assistance.

Packaging

Is all the packaging recyclable?

We are committed to ensuring all packaging is disposed of
correctly, as such we are a member of the Australian Packaging Covenant
Organisation (APCO) and are working with them to include the recyclability
information on our packaging through the Australasian Recycling Label (ARL).
These instructions will soon be included on all packaging.

How do I dispose of the gel packs?

Please follow the below instructions from our supplier:

Step 1:  Defrost any unwanted gel ice packs and cut open using a pair of scissors.

Step 2:  You can choose 1 of the following 3 options

1. Spread gel around your plants to retain water moisture.

2. Add a teaspoon of salt to gel pack and pour gel down the drain.

3. Empty the gel into your rubbish bin.

Step 3: Once you have got rid of all the gel, give the plastic casing a good rinse under the tap. You can then recycle the case in a soft plastics recycling bin.

Account

How do I reset my login password?

Simply navigate to the login page and click on "Forgot Password." From there, you'll receive an email containing instructions to reset your password securely.

When will I receive my refund?

Approved refunds may take anywhere from 5 to 10 business days to process, depending on your bank. If you have not received your refund after this timeframe, please don't hesitate to contact us at support@xchef.com.au.