We're sorry your box hasn't reached you yet. First check whether it's still within the usual delivery time (Riyadh within 24 hours, other cities 2 to 3 business days). If it's late, or it shows as delivered but you can't find it, message us right away with your order number and we'll chase it with our delivery partner.
If your delivery is late
- Check the timing. Orders are processed within 24 hours, then delivered within 24 hours in Riyadh or 2 to 3 business days elsewhere. Subscription boxes are processed after the renewal payment is taken on your renewal date.
- Check the order went through. Look for your order confirmation email, or check the Orders tab in your account. For a renewal, make sure the payment wasn't declined (see why did my payment fail).
- Check your phone. The courier calls before delivery. Look for missed calls from unknown numbers.
- Check your address. Make sure the address and city on the order are right.
- Message us with your order number. We'll check with our delivery partner and come back to you.
If it says delivered but you can't find it
- Ask anyone who might have received it: family, your building guard, reception, or a neighbour.
- Check around your entrance, gate or compound security office.
- Message us straight away with your order number. Frozen food can't wait, so please don't leave it until the next day.
We'll look into it with our delivery partner. If your box is lost, we'll replace it or refund it.
If the box turns up late
Food safety first: if meals or broths arrived thawed, soft or warm, please don't feed them and don't put them back in the freezer. Refreezing thawed food isn't safe. Keep them aside in the fridge until you've sent us your photos.
Send us a photo of the packs and your order number within 48 hours of delivery and we'll replace or refund the affected items. See my packs arrived soft or thawed.
Running out while you wait?
See what to feed while you wait for your box.
We don't offer live tracking links at the moment. The fastest way to find out where your box is, is to message us on WhatsApp.
Related
- Where do you deliver, and how long does it take?
- What if I'm not home?
- Something is missing from my box
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