HelloFresh Questions & Answers (page 3 of 8)

Hi Herman,

We've just responded to your other post on this, but to cover all bases - yes, you certainly can freeze the meat! Our meats aren't frozen at any point during the production process so you're more than welcome to pop them in the freezer to get a little longer out of the meal.

If you have any other questions, our Customer Care Team are available 24/7 via:

Phone - (02) 8188 8722
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Dana,

Thanks for getting in touch!

All of your meat should be safe to consume up until and including the expiry/best before date labelled on the packaging.

If you wanted to pop a couple of the cuts of meat in the freezer to ensure they don't go to waste, this is totally safe as we never freeze any of our produce before sending them to you!

We hope this helps answer your question but if you have any further concern, we're available 24/7 via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Of course, you're welcome to reply here, but we don't live monitor our Product Review messages so you'll always get a quicker reply using the above channels!

Happy cooking!

- Kathryn

Hi Kailee,

Thanks for getting in touch about this!

That's really strange that there aren't any expiry dates on the ground pork - all our proteins should come with either a best before or expiry date.

Sometimes these can be printed in obscure places - have you checked the entirety of the packaging? Sadly, in Customer Care here, we don't have access to info on batch numbers from our suppliers, however, if you are unable to find any mention of a best before/expiry date, please do get in touch with our team so we can report this to the warehouse.

You can reach us 24/7 via:

Phone - (02) 8188 8722
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Let us know how you go!

Gemma

Subject Matter Expert
HelloFresh Australia

Oh, I see, no worries at all! Our Customer Care Team should be able to get the info for you.

- Gemma

Hi Patricia,

Thank you so much for getting in touch about this!

It's really concerning to hear about the date on your pork packaging. Whilst it's likely that this is an error in printing, as it is meat, we'd be inclined to approach with caution and not consume the pork!

We'd love the opportunity to refund/credit you for the cost of the pork, so could you please get in touch with us via one of the following:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Also, if you have any photos of the packaging, could you please snap a quick photo and attach that to your message? This will be so helpful for us to track down the error with our supplier and ensure it doesn't happen again!

Looking forward to hearing from you.

Kathryn

Subject Matter Expert
HelloFresh Australia

Hi Patricia,

Thanks for getting back in touch!

We really appreciate you taking the time to get any images sent through! We would never let you go out of pocket for an error on our end and we will definitely make this up to you!

Please let us know if you have any issues getting in touch with our Customer Care Team!

- Emma

Subject Matter Expert
HelloFresh Australia

Hi Mitchell,

Thanks for getting in touch!

All our rice packs do vary in size, so I have popped a list for you below;

Basmati Rice 154g 3/4 cup
Brown Rice 151g 3/4 cup
Arborio Rice 200g 1 cup
Jasmine Rice 157g 3/4 cup
Risoni 96g 1/2 cup

Hope this helps!

- Emma

P.S If you ever need a speedy reply our Customer Care Team are available 24/7 and will be happy to provide any information about our products and services!

Hi Kate,

Thanks for reaching out here and we are so sorry for our delay in responding!

We've worked hard to design our awesome cool pouches which, when used with the ice packs inside will keep your sensitive ingredients (such as sauces, proteins and dairy) cool for at least 8 hours outside of the fridge. Your box is refrigerated continuously from production right through to delivery, so only leaves the fridge once it has been delivered. So long as the ingredients aren't warm to touch, they should be safe to consume!

We hope this helps but please let us know if you have any other questions!

Kathryn

Subject Matter Expert
HelloFresh Australia

P.S. If you ever need a speedy reply, our Customer Care team are available 24/7 - you can reach them via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Hi Polina,

Thanks for getting in touch about this!

I managed to locate your account on our system and just tried to give you a call but I must have caught you at a bad time.

We can definitely still cancel your box within the deadline, however, all changes to any first order must be done by our Customer Care Team.

We're more than happy to cancel the box completely for you or alternatively we can simply postpone the delivery date a week or more for when you get back, so you don't lose your discount.

Our Customer Care Team are available 24/7 so feel free to give us a buzz on (02) 8188 8722 or shoot us a direct message on Facebook via http://fb.com/msg/hellofreshau.

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Sean,

Thanks for the question!

Our veggies arrive to us incredibly fresh from the markets and our suppliers, and should always stay fresh for the course of the week. Of course, leafy ingredients like baby spinach, coriander, watercress or parsley are more fragile and we suggest you use these sooner rather than later. Remember, keep your herbs at the front of the fridge, so you won't forget they're there and so they are not too close to the cooling unit, which will make them wilt! For tips on how to store your leafy green herbs, check out this advice here https://blog.hellofresh.com.au/ask-a-chef-keep-herbs-fresh/ from our Head Chef Tom.

Our meats have different expiry dates and are fine to consume up until, and including, that day. We use Cryovac technology to package a lot of our meat products, which doesn't use any nasties or chemicals to prolong shelf life. For this reason, fresh air is trapped inside and can occasionally give a confinement odour to the meat once opened. Don't be concerned the meat is perfectly safe to consume and this odour will dissipate once the meat is left open in the air for 5-10 minutes before using it.

We recommend you eat your chicken and seafood first, and after that pork and red meats like beef and lamb. If you know you will not be home to cook, or only want to prepare a portion of your meal, all of our chicken, red meat and pork are fine to be frozen as they have not been frozen previously!

To answer your question 'What do I refrigerate in my meal bag?' most of the items can and should be refrigerated as soon as you unpack your box (Sauces, cheeses, veggies, meats and leafy green herbs). Spices should be kept in a cool, dry, dark area of your kitchen, like in the pantry.

For more information on frequently asked questions please head to our website www.hellofresh.com.au/support

Hope this Helps!

Emma

Subject Matter Expert
HelloFresh Australia

Hi Nicole,

Thanks for your question!

While we don't have a definite answer for you right away, this is something we're looking into. Flexibility and convenience are two massive pillars that our service is based upon and with the growing trend of customisation, we want to ensure our customers have the opportunity to tailor their plan to their needs.

I've passed on your comments to our Products team, which will be a huge help!! If you know of any others in the #FreshFam that would love this to happen as well, the more requests we get, the better!

I hope this helped!

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Sarah,

Thanks for your question and thanks for answering, Nat!

It does depend on the situation but as a blanket rule, our first box discounts and vouchers are only valid once per person and per household. We love giving our customers the opportunity to share the love with their friends and family to try us out, however, that's the main idea - to try our boxes, so once they've had one, a second box isn't really a 'trial' of the product anymore.

Sadly many people do try to take advantage of our free boxes so our system will recognise if you enter an address that already exists on an account. We do have the odd exception here and there as this can sometimes cause a hassle if you've just moved into a rental property and the previous tenant received HelloFresh. Other than this though, our vouchers will only work once per household.

I hope this helped answer your question! If you need a hand with anything else, our Customer Care Team are available 24/7 via (02) 8188 8722 and also Facebook direct message via http://fb.com/msg/hellofreshau.

Thanks so much for sharing the deliciousness!

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Gene & Janine,

Thank you for taking the time to give us your feedback!

We're delighted to hear you're both loving our boxes of deliciousness despite those few hiccups.

Sadly we did have a little shortage of tinned sweetcorn from our suppliers last week so sourced some fresh corn cob to send out instead - you should have received an email about this before your box arrived so please let us know if this never reached you! (It may have gone to your junk/spam folder.)

We do apologise that there was a missing sichuan garlic paste from your stir-fry recipe - this is definitely not the HelloFresh way! All of our boxes are packed by hand so sadly there is room for human error. We weigh all of our boxes to try and ensure nothing is missing before we send it to you, but sometimes the smaller items can slip through and we are so sorry for the inconvenience this will have caused you!

If ever issues like this do arise, we always conduct thorough reporting to track down the source of the error and compensate you accordingly - our customers should never be out of pocket for an error on our end.

To ensure this doesn't go unnoticed, please reach out to our friendly Customer Care team who'll be happy to get this sorted for you. They're available 24/7 via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Looking forward to getting this sorted for you!

Kathryn

Subject Matter Expert
HelloFresh Australia

Hi T,

Thanks for reaching out to us with your question!

So long as your meat is still within the use-by date, it will be safe to consume. All of our boxes are kept refridgerated throughout production and delivery, so your box will only leave the fridge from the time it's delivered. We've also worked hard to design our plant-based cool pouches which keep the meat, dairy and sauces cool for 8-10 hours outside of the fridge!

That being said, if there's anything inside your box that doesn't seem quite right, our friendly Customer Care team will be happy to ensure you're not out of pocket for those!

You can reach them via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

We hope this helps but please let us know if you have any further questions - we'd be happy to help!

Kathryn

Subject Matter Expert
HelloFresh Australia

Hi Jamie,

Thanks for reaching out!

There's no need to wash your chicken strips before you cook them - but if this is something you'd prefer to do, you're definitely welcome to. As our meat is sealed fresh with natural preservation technology, called Cryovac, there may sometimes be a confinement odour. If this is the case, you may wish to give the chicken a rinse, but we've found that generally letting it sit on the bench for a minute or two will eliminate the odour.

If any of our ingredients require washing, this will be indicated on the packaging so you're well aware of all of the prep that's required before cooking up a delicious meal!

Feel free to reach back out if you have any further questions - we'd be happy to help.

Kathryn

Subject Matter Expert
HelloFresh Australia

Hi Roger,

Thanks for getting in touch!

Awesome idea and definitely something worth looking into - our Culinary and Products teams love hearing what our customers want to see more of. I'll pass on the feedback and hopefully this is something we can introduce soon.

Merry Christmas!

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Teneale,

Thanks for reaching out!

We've worked hard to design our specialist packaging to keep your food cool and fresh for 8-10 hours outside of the fridge. Your box remains refridgerated throughout production and delivery - so only leaves the fridge once it's been delivered.

The brown paper bags should be safe to consume - you may want to use your best judgement with any of the cooler items, especially the meat, depending on how melted the ice packs are and how the items look/smell.

If you have any specific items that you'd like further clarification on, feel free to reach out to our awesome Customer Care team who'd be happy to assist you!

You can reach us via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Hope this helps!

- Kathryn

Hi Carm,

Thanks for reaching out!

If a customer asks us to remove their card details from the system, we're happy to do this! We just pop through a request with our Accounts Team and this will be processed and reflect on your end in no longer than 3 business days.

Due to us being a subscription service and requiring a nominated payment method on any active subscription, we'll only be able to do this once you've successfully cancelled your subscription.

As long as your account is cancelled, you can reach us via phone (02) 8188 8722, live chat on our website www.hellofresh.com.au, direct message on Facebook here: http://fb.com/msg/hellofreshau or you can always email these details through to [email protected].

Hope this helps and let us know if you have any trouble getting in touch!

Kathryn

Subject Matter Expert
HelloFresh Australia

Hi Darren,

Thanks for getting in touch!

We understand how tricky it can be with a household of different requirements, so our Food Info Page is here to save the day! For specific information about our exclusive spice blends and sauces, jump onto our Food Info page at www.hellofresh.com.au/foodinfo which shows the country of origin, a list of ingredients and also any allergens.

Our recipes for the upcoming few weeks can be found online here, so you know ahead of time what substitutions might be necessary. You can also swap meals you aren't able to enjoy with other options on the menu!

I hope this answered your question! If you need a hand with anything else, you can chat with our friendly Customer Care team 24/7 via the contact page on our website at

- Francesca.

Hi Brenton,

Thanks so much for getting in touch!

All our boxes are transported in refrigerated trucks and are packaged using specialty insulation and environmentally friendly cooling agents in order to keep your groceries fresh - whatever the weather. This will keep everything cool and fresh for a minimum of 8 hours in case you're not home when your box arrives.

As long as the ice packs and ingredients inside the cool pouch were cool to touch when you unpacked your box, it seems our cool pouch and ice packs have worked their magic!

If you have any other questions or need a hand with your account or deliveries, our Customer Care Team are available 24/7 / 7 days a week and are more than happy to help!

You can reach us via:

Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

- Francesca.

Hi Denise,

Thanks for getting in touch!

Sadly, we do not have NDIS payment scheme at the moment, but we'll pass on your suggestion to our team - they're always keen to hear how we can improve and expand our service!

If you ever need a hand with your account or deliveries or have another question for us, our Customer Care Team are here to help 24/7! You can reach us via:

Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Have a beautiful week!

- Francesca.

Hi Ron,

Thanks for your question!

Our Customer Care Team are available 24/7 via:

Phone - (02) 8188 8722
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau
Email - [email protected]

Looking forward to hearing from you!

Gemma

Subject Matter Expert
HelloFresh Australia