FAQS | hail the kale

FAQS

FAQS

Q. What time will my delivery arrive? 

All deliveries will arrive on the date you select from the calendar. We are currently delivering on Monday afternoon 1.30pm - 7pm AND Tuesday (limited numbers) 9am - 2pm. We aim to have your delivery to you between the time frame on your selected date. Please note that although we do try our best to be there before the end time sometimes traffic, road closures and busy periods can cause deliveries to fall slightly out of this time frame. If you need to have your order by a specific time in the morning please state on your order/delivery notes.  

***ALL MEAL PLAN RESETS WILL BE DELIVERED ON MONDAY AFTERNOON 1.30PM - 7PM ***

Q. What areas do you deliver to? 

We deliver within a 25km radius from our kitchen in East Victoria Park - get your meals delivered at home or to the office. Our orders close at 8 am SUNDAY for MONDAY delivery. Please order ahead to avoid disappointment. 

Q. When are the cut off times for ordering?

Orders cut off Friday 4pm for Monday and Tuesday. Unless we sell out prior so we recommend getting in early to avoid disappointment. 

Q. What is the shelf life of the bowls? 

The bowls have a 4-5 day shelf life. We recommend that you consume the meat options within 4 days (including the day of delivery) and the vegan option within 5 days of receiving the order (including the day of delivery) e.g if you receive the order on the 4/01/2021 please consume the meat-based bowls by the 7/01 and the vegan on the 8/01. 

We now have FREEZABLE options. Please read carefully which options are able to freeze. 

Q. What happens if I am not at home? 

The driver will try to contact you if you do not answer the door. If you are not home, the bag will be left somewhere safe and out of the sun. We currently do not provide cooling so it is essential that you are close by to retrieve your order ASAP when it is left. You can choose to leave a cooler bag with ice bricks if needed. PLEASE PROVIDE US WITH SPECIFIC INFORMATION REGARDING DELIVERY IF YOU LIVE IN A COMPLEX OR UNIT WITH A GATE AND/OR CODE. 

Q. What happens if I provided the wrong address?

Please get in contact with us ASAP via email however, if we on our way to deliver to you we take no responsibility for this mistake. If you require us to redeliver to a different address it will incur a 50% cost on the original cost price including the delivery fee. 

Q. How far in advance do I need to order?

You need to place your order for Monday by 8am on Sunday morning. 

Q. How will I know when my order is coming? 

You will receive a text when the driver leaves our kitchen with your order. You can expect delivery before 7pm on Monday and 2pm on Tuesday. We cannot give you an exact ETA so please ensure someone if home/at reception to receive your order. 

Q. Are all your items gluten-free? 

All of our items on the menu are gluten free apart from our overnight oats. 

Q. Can I place a large order in advance out of the delivery days? 

Yes, you can. We are now offering large orders for workplaces or events out of our normal delivery days. Please contact us at info@hailthekale.com for pricing and details. 

Q. Can I get a refund on my order if I am not at work/away? 

Please email us at info@hailthekale.com.au for all returns and refunds. We will have to process it through our stripe account which can take 5-10 days to be deposited back into your account. 

Q. Can I set up an ongoing subscription to receive my order? 

Yes, you can! We are able to set up a subscription where weekly payment occurs and you never have to worry about ordering again! You can cancel and alter your order at any time (providing it is within our cut off time for ordering). Please email us at info@hailthekale.com.au 

Q. Is the bowl microwavable? 

Yes, however, you must remove the lid and sauce container BEFORE microwaving the product. It is best to microwave for no longer than 2 minutes at a time as microwave wattage can vary. 

Q. I wasn't happy with how my goods were received, what can I do?

As our product is delicate, please ensure you handle our bowls with care when removing them from the bags. Sometimes our bowls can accidentally slip in transit. If you are not 100% happy with how you received the goods, please make sure you get in contact with us via email at info@hailthekale.com.au and include a photograph of how the bowls looked when they were received upon delivery. 

Q. Can I pick up my order? 

Yes! We now have pick up available from our East Victoria Park location. 

Q. Where can I pick up my order from and what time? 

Our address for pick up is Unit 11/9 Milford Street, East Victoria Park. The time frame is between 12.30pm - 2pm on Monday. 

Q. What if I can't make it to pick up my order in the time frame? 

Please email us at info@hailthekale.com.au if you cannot make the pick up time frame. We will have to arrange for someone to be there for you to pick up your order as we do not offer a 9-5 cafe style shop front.