Frequently Asked Questions

Clients

How Does It Work?

What is My Cuistot exactly?

So glad you asked! We’re a weekly subscription meal service that delivers fresh (never frozen) prepared meals, developed by our team of chefs and nutritionists. They’re fully cooked so all you have to do is heat ‘em up—each meal is ready to eat in only 3 minutes. So no more worrying about what’s for dinner (or lunch or breakfast). No shopping, no chopping, no cleanup. But also no artificial ingredients, preservatives or added sugars.

We started My Cuistot because we believe eating fresh, nutritious dishes every day should be easy for everyone. So we do all the hard work for you—sourcing high-quality ingredients, making sure each meal you eat is nutrient dense and packed with the good stuff, and expertly cooking your food to order so it tastes fresh and delicious.

How does My Cuistot work?

1. First, you pick your plan. Choose from 4, 6, 9, or 12 meals per week. You can change up your number of meals with every order if you’d like.

2. We’ll deliver it fresh. We send your weekly meals to your door in a refrigerated box (which is 100% recyclable, along with its contents). You don’t have to be home to receive your box—it’ll stay cold until you get home for up to 12 hours.

3. Just heat and eat. Then repeat. Your meals can be heated in the microwave in 3 minutes. You can rate your meals when you’re done so we can keep developing meals you love.

What should I know before I order?

Signing up is super easy, but here are 5 things that’ll help you maximize your My Cuistot experience.

1. Once you sign up for your subscription, you’ll get a weekly delivery of your chosen meals unless you choose to skip a week or cancel your subscription.

2. You’re in control of your subscription. You can make decisions about deliveries up to 3 weeks in advance.

3. It’s easy to skip a week at any time. Going out of town? No problem. It just takes the click of a button to skip a week (or 3!).

4. We’ll always send you a weekly email reminder with the deadline to make any changes to your next order. Since there’s so much planning involved with shipping fresh meals every week, we need 5–6 days before your order goes out to make sure everything gets to you in tip-top shape.

5. We use the meals you choose when you sign up as a starting point for your future orders (when you make changes, you can set a new default menu). Since we add a new meal every week and sometimes phase out meals, make sure to review your order so every week is personalized to your needs.

What am I committing to with a subscription?

You can cancel or switch your My Cuistot subscription any time—you’re in control of your subscription and your account. Once you sign up for your subscription, you’ll receive a delivery of your meals on the weekday of your choice. You’ll be charged weekly, and you can choose to skip a week or cancel your subscription any time before your weekly deadline.

You can make decisions about deliveries up to 3 weeks in advance, including editing the number of meals you want to receive, changing the address on a specific week, updating your typical delivery day, and switching out the actual meals based on what you’re craving.

How do I order a My Cuistot subscription?

Ordering is a simple step-by-step process that’ll look like this:

1. Enter your email address and delivery post code in the sign-up box on our homepage.

2. Choose how many meals you want us to send you every week.

3. Pick the day of the week you’d like to receive your weekly order.

4. Choose your meals for your first delivery. You can use the "Filter" link to set your dietary preferences.

5. Add your contact info, payment details, and delivery address.

Don’t worry, you’re not locked into any of the details you choose when signing up. We make it easy to edit your future orders, skip weeks before your weekly deadline, or cancel if you need to. Feel free to contact us if we can help with any changes!

What is the weekly deadline for changing my next order?

Your deadline depends on your location and your preferred delivery day. In general, you’ll have 5–6 days before you receive your meals to make changes to your next order. You can find your specific deadline in your confirmation email, as well as in the top right hand corner of each week of your Meal Planner.

We’ll make sure to send you a reminder email every week on the day before your deadline, and you can always edit your orders up to three weeks in advance online. If you ever want us to confirm your deadline for you, feel free to contact us.

Meal Plans & Pricing

How much do your meal plans cost?

Our most popular meal plan includes 6 dishes per week for $59.99 (or $9.99/meal). You can check out pricing for all of our plans here.

Can I add a few more meals to my weekly plan?

Right now, we don’t have an option to add individual meals to a plan (say, ordering a 6-meal plan but adding 2 meals to get 8 meals total). To both limit packaging waste and make sure your meals reach you safely, our packaging is thoroughly temperature-tested and designed specifically to hold a set amount of meals based on the plan.

If you’re looking for a different number of meals than our current plans offer, you can have two subscriptions active on your account at the same time. For example, you could order a 6-meal subscription and a 9-meal subscription to get 15 meals a week. Any way you do it, it’s free shipping.

Do you have family portions for your meals?

We don’t offer family-sized meals at the moment—all our meals are single serving. Our largest meal plan includes 12 meals, but ordering multiple subscriptions on one account lets you mix and match plans to feed your family. Any way you do it, it’s free shipping.

Do you have bulk pricing?

While you can have multiple subscriptions at one time, we don’t offer bulk pricing yet. Since our current packaging is designed to hold a set amount of meals based on the plan, each subscription is considered separate.

Can you deliver to my office or business?

If you're interested in placing a corporate order, you can reach out to us every day

Can I have more than one subscription?

Definitely. Some of our customers have multiple subscriptions that cover different family members, some use an extra subscription to send food to a family member at a different location—whatever works for you and yours works for us.

About the Meals

How long will the meals last?

Since we don’t use artificial or chemical preservatives, the meals have a refrigerated shelf life of about 4–5 days. Every meal has a “use by” date on the back nutrition label.

Even though our meals taste best when eaten fresh, you can freeze them if you can’t get to them by their “use by” date. Just add an extra minute of microwave time.

What is My Cuistot's definition of healthy?

We started My Cuistot because we believe eating fresh, nutritious dishes every day should be easy for everyone. We’re dedicated to using simple, classic, whole foods to make all-natural meals that enrich your body, optimize your mind, and taste amazing (because food that’s good for you should taste good, too).

We believe that when you eat nutrient-dense, natural food, you can trust your body to burn fat, build immunity, and cleanse out toxins. We strive to pack your plate with macronutrients like high-quality proteins, heart-healthy fats, and nutrient-dense carbohydrates.

Developing all-natural, gluten-free meals means there are a lot of things we say “no” to. Our meals never contain these 85 banned ingredients, including artificial ingredients, preservatives, and added sweeteners.

You can read more about our food philosophy here.

How many portions are your meals?

Right now, all our meals are single serving and meant to feed one person.

We don’t offer family-sized meals at the moment. Our largest meal plan includes 12 meals, but ordering multiple subscriptions on one account lets you mix and match plans to feed your family. Any way you do it, it’s free shipping.

Do you change the meals on your menu?

Yes, we love to keep things fresh! We launch a new meal every week and regularly rotate meals on the menu while maintaining customer favorites. Plus, we use our customers’ meal ratings and comments to revamp current meals to make them even better.

Where are your meals cooked?

We make our meals in our 60,000-square-foot facility in Phoenix, Arizona. (We think of it as a really, really big kitchen.) Our equipment is well-suited for small-batch production while still being able to make meals for lots of customers.

How do I heat up my meals?

Your meals will come to you fully cooked so you just have to heat ‘em up in the microwave. On the back of each meal, you’ll find our easy steps for heating, but generally, the meals heat up in about three minutes (depending on your microwave). If you’re unsure, start at 2 minutes and heat in 30-second increments until the temperature is right for you.

If you’d rather heat your meals in the oven, read how to do that here.

Delivery & Shipping

Where do you deliver?

When you put in your email and ZIP on our homepage, we’ll let you know if we deliver to you. And if we don’t yet, we’ll give you a shout when we do.

How do I check my post code?

When you put in your email and ZIP on our homepage, we’ll let you know if we deliver to you. And if we don’t yet, we’ll give you a shout when we do. (So stay tuned—we’re growing!)

Can I get a notification when you expand delivery to my post code?

Once you put in your email and ZIP on our homepage, we’ll be able to send you an email when we expand to your post code.

Do I need to be home to receive my meals?

Nope, no waiting around required! Since our meals are perishable, our delivery partners, FedEx and OnTrac, will leave your package at your door (they don’t need your signature).

If you’re worried about your package being delivered, you can add special instructions to the second address line (like a gate code, for instance). Or you can contact our Customer Care team, and we’ll do our best to help.

How much does shipping cost?

You don’t pay a penny, shipping is always free.

Who will be delivering my meals?

To make sure your food reaches you quickly, we ship packages using our delivery partners FedEx and OnTrac. For your order, we’ll use whichever carrier is able to get you your meals as quickly as possible based on your delivery location.

Packaging & Recycling

How do you keep your food fresh?

We’re going to drop a little science to help explain, hope you don’t mind.

To keep your food super fresh in transit, we use special modified atmospheric packaging, which involves modifying the composition of the internal atmosphere of a package (commonly food packages) to improve the shelf life of fresh food by 200% or more compared to packaging in air.

The process lowers the amount of oxygen in order to slow down the growth of aerobic organisms and the speed of oxidation reactions. This process is safe and allows our meals to withstand 60 hours of travel and delivery time without using preservatives. Recycled denim insulation and non-toxic ice packs keep meals cool until they’re added to your fridge.

Just a note: It’s pretty common for your gel packs to arrive partially melted. As long as your meals are cool to the touch, they’re all good.

How long do your packages stay fresh after shipment?

We design our packaging to keep your food cold during 2 full days of shipment plus 12 hours on your doorstep. We frequently test our packages to make sure they can last the full 2 days required, even allowing for extra time.

Just a note: It’s pretty common for your gel packs to arrive partially melted. As long as they’re cool to the touch, they’re all good.

Where do I find the expiration date on my meals?

Every meal has a “use by” date on the back nutrition label. Since we don’t use artificial or chemical preservatives, the meals have a refrigerated shelf life of about 4–5 days.

Even though our meals taste best when eaten fresh, you can freeze them if you can’t get to them by their “use by” date. Just add an extra minute of microwave time.

Why can't I tear off the plastic film?

The plastic film we’re currently using was developed to be strong enough to withstand 2 days of transit and isn’t actually intended to be torn off with one go (which is why you may be having some trouble).

We’re working hard to develop a film that can both stay put during travel and tear off easily. In the meantime, the easiest way to remove it is to use a knife to cut around the edge after heating.

Is your packaging environmentally friendly?

Yes, we work hard to reduce our environmental impact as much as possible. Our boxes, plastic meal containers, and cardboard meal sleeves are all recyclable. The recycled denim insulation is largely biodegradable (roughly 85%), the gel ice packs are non-toxic, and the plastic bags around the denim and ice packs are recyclable. Find out more about recycling our packaging here.

How do I recycle your packaging?

Both meal containers and their plastic casing can be directly recycled alongside plastic products. You can recycle the cardboard meal sleeve and the cardboard delivery box with other paper products.

For the insulation, you can remove the plastic cover and recycle as usual. The denim insulation inside the plastic should go with your regular garbage, but rest assured that it’s 85% biodegradable. (Pro tip: The denim insulation makes a great pet bed and can also be donated to your local animal shelter.)

Once the gel packs are fully thawed, you should dispose of the non-toxic contents in the garbage and then recycle the plastic bag. Even though the gel inside is water soluble, we don’t recommend pouring it down the drain in case of temporary clogs. (Another option is to reuse or donate your gel packs. They’re great for camping and road trips.)

Payment & Promotions

Can I order My Cuistot as a gift for someone?

While we don’t currently offer gift cards, you can definitely send a single My Cuistot delivery or weekly subscription as a gift.

Under your personal account, you can add a subscription that uses your billing info for payment and your gift recipient’s address for shipping. That way, you’re charged but your lucky friend gets the meals.

If you’re going out of town or don’t need a delivery for an upcoming week, you can change the delivery address for that week and send your meals over to someone instead of skipping the week.

What forms of payment do you accept?

We accept: Visa, MasterCard, American Express, Discover, JCB, Diners Club

We don’t accept payments through third-party services like PayPal, Google Wallet, or prepaid cards just yet.

How often am I charged for my meals?

After you sign up and pay for your initial delivery, you’ll be charged every week about 5 to 6 days before the next delivery (when the order starts being processed). We’ll use the default credit card on your account but you can easily add a new credit card whenever you’d like.

You won’t be charged when you:

-Skip a week, since you wouldn’t be receiving meals that week.

-Cancel your subscription. (If you reactivate, you’d start paying for your weekly orders again.)

Can I split up my payments among different cards?

At the moment, only one card can be used on one transaction. But you can add multiple credit cards to your subscription and switch out the "default" card whenever you’d like. (The "default" card is the one that will be regularly charged.)

How do I get a receipt for my orders?

Every week, we’ll send you an email that lists the meals ordered and the total price charged to your credit card. There isn't a way to download a digital receipt from the website, but if you need a copy of the charges placed on your card, just contact us and we'll get one to you.

How can I change the default payment method?

Once you’re signed in, head to your Meal Planner, click on “Subscription Settings” link on the left, and you’ll see “Payment Method,” where you can add new cards and choose a new default.

Manage My Subscription

How do I make changes to a week vs. my whole subscription?

You can always make changes on a weekly level (one week at a time) in your Meal Planner, where you’ll find tabs with your upcoming weekly orders as far as three weeks out. (Just make sure you’re making updates before the deadline for your upcoming order.)

For each individual week, you can view and edit:

Your chosen meals

Delivery day

Number of meals in your order

Delivery address

To make long-term edits to any of these categories, click on a link for “Subscription Settings” on the left side of your Meal Planner. The most important thing to know is that any changes you make in your subscription settings will take effect after the last delivery showing in your meal planner at the time of the change. For example, if you want to change the number of meals for your current orders and going forward, you’ll need to update each weekly meal shown in your Meal Planner and make the change to your subscription settings so it’s set as the default.

If you ever need help making updates, feel free to contact us—we’re happy to help.

How do I change my meals for an upcoming order?

Once you’re signed in, head over to your Meal Planner and choose the order you want to change from the tabs on the left. (Weekly orders are organized by delivery date, showing your past order, current weekly order, and up to 3 orders in the future.)

You’ll see a pre-selected menu based on your meal history, dietary preferences, and any updates to our menu (like new or removed meals). As long as you’re making changes before your deadline, you’ll see an "Edit meals" button on the top right of that week—that’s where you can add and remove meals. Don’t forget to save your changes!

How do I skip a week?

Once you’re signed in, head over to your Meal Planner and choose the order you want to skip from the tabs on the left. (Weekly orders are organized by delivery date, showing your past order, current weekly order, and up to 3 orders in the future.)

As long as you’re making updates before your deadline, you’ll see a “Skip Week” button on the top right. If you change your mind and we still have time to prepare your order, you’ll see a button to “Unskip.”

How do I cancel a subscription?

Once you’re signed in, head over to your Meal Planner and click on the link for “Subscription Settings” on the left underneath your weekly orders. You’ll see a "Cancel Subscription" link at the bottom of the page. When you click on it, we’ll ask you a couple questions about why you’re canceling and then you’ll be all set.

If there’s any way we can help before you cancel, contact us. Either way, it’s easy to come back and reactivate your account whenever you’re ready.

How do I apply a promo code?

If you’re a new customer using a promo code, click here for directions. If you’re a current customer, you can find more info here.

If I make changes to my next order, will it apply to all my future orders?

If you’re choosing a different set of meals, we’ll ask you if you want to apply this updated menu to your future orders. So in that case, you can apply that change going forward. But if you change your delivery day, number of meals in your order, or delivery address, that change will only apply to that week you’ve just updated.

For more info on making long-term edits, click here. If you ever need help making updates, feel free to contact us—we’re happy to help.

Contact Us

What are your hours?

Our Customer Care team is ready to answer your questions every day, Monday through Sunday, from 6 AM to 11 PM PST. You can call or text us at (646) 905 0995, email us at yum@mycuistot.com, or live-chat with us (start a chat using the bubble on the website or on the Contact Us page).

If it’s after hours, shoot us an email and we’ll respond as soon as we can.

How can I contact you?

Our Customer Care team is ready to answer your questions every day, Monday through Sunday, from 6 AM to 11 PM PST. You can call or text us at (646) 905 0995, email us at yum@mycuistot.com, or live-chat with us (start a chat using the bubble on the website or on the Contact Us page).

If it’s after hours, shoot us an email and we’ll respond as soon as we can.

I need help.

To the rescue! Our Customer Care team is ready to help you with whatever issue you might be having. From 6 AM to 11 PM PST every day, you can call or text us at (646) 905 0995, email us at yum@mycuistot.com, or live-chat with us on the website (start a chat using the bubble on the website or on the Contact Us page).

I can’t find my question here.

We’re on it! Our Customer Care team is ready to answer any of your questions. Every day from 6 AM to 11 PM PST, you can call or text us at (646) 905 0995, email us at yum@mycuistot.com, or live-chat with us (start a chat using the bubble on the website or on the Contact Us page).

More questions ?

Contact us at yum-gb@mycuistot.com or at this number 020 3890 6607 (no additional charge)

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Logo My Cuistot