FAQ

Questions: Home Delivery

How does this program work?
It is a weekly program. You receive a total of 21 meals for each week, breakfast, lunch, and dinner for 7 days straight. A package will arrive to you 2 times during the week you have ordered. The first package will contain 9 meals and you will receive it on Monday or Tuesday, and the second package will contain 12 more meals and it will arrive on Thursday or Friday. You store the meals in your refrigerator, not in your freezer, and when you are ready to eat them, you just heat them in the microwave. However, some meals don't require heating and can be consumed right from the refrigerator.

How do I pay for this?
Your Home Delivery meals are purchased by credit card.

When do I need to place my order?
Your order needs to always be placed NO LATER THAN Friday at 12 NOON CST, in order to start receiving meals for the next week.

What is the minimum amount of weeks I can order?
One week, however we know that if you stick to what is provided for you, and you drink the recommended 2 glasses of fat-free milk and 6-8 glasses of water per day, you will most likely see excellent results and want to continue with additional weeks.

What week menu will I be starting on?
Our menus rotate consecutively for 5 weeks straight with no repeat of meals during that time. So, the particular week your order is placed will determine what week you will begin with (for example, you could start with week 3, then 4, 5, 1, and then 2).

What is the cost of each of the meal plans?
See Home Delivery pricing

What happens when the package arrives at my door, but I am not home at the time to receive it?
DHL will leave your meals at your doorstep without a signature.  When you arrive home, please place meals in your refrigerator.

What information do you need to send out a package?
We need a complete street address, with a correct zip code, apartment or suite number, city, state, the daytime phone number of the recipient, an alternative phone number (such as cell or home), an e-mail address and payment information.

What if I don't have complete & correct address information?
We need to have complete and correct address information to successfully deliver your package. If we send your order to an incorrect or incomplete address, your package will not reach you and you won’t be able to enjoy eating healthy Seattle Sutton’s Healthy Eating meals. If you need additional assistance, please call our customer service department at 1-800-442-DIET or e-mail us at corp@sshe.com

Can I have my order sent to my office instead of my home?
Yes, as long as you indicate it on your order where you would like it shipped. DHL does require a signature for all shipments to businesses. But, it doesn’t necessarily have to be the person it is being shipped to as long as someone at the business signs for it. Remember, the package will require refrigeration upon delivery. So, if your office doesn’t have such accommodations, you may want to consider a different option. SSHE is not responsible for packages once they have been delivered by DHL to you.

Can I have my order sent to my apartment building?
Yes, but if nobody is home to receive the package, DHL cannot leave shipments at apartment buildings. You may try leaving a signed note requesting the DHL delivery person leave your package. But, this is not a guarantee your package will be left, since it is not DHL’s policy to leave packages delivered to apartment buildings without a signature. You may also print out and sign their “Signature on File Agreement” form. This form is available during the order process to print out and affix to your door – make sure to check the apartment box and the form will appear for you to print out and use for each delivery day. Again, this is not a guarantee the DHL delivery person will leave the package since it is not their policy to do so. It is a good idea to be home when your meals are scheduled for delivery to your apartment. Otherwise, you may arrange for it to be shipped to the apartment office, if there is one. It is up to you to arrange for this with your apartment office before placing an order to ensure you are able to do so and to provide us with the correct address of where your meals are to be shipped. SSHE is not responsible for packages once they have been delivered by DHL to you.

Can I send to a college dorm, as a gift for a relative?
Yes, but because of the nature of the residence, a signature will be required. We strongly recommend you let the college student know the package is coming and to be on the look out for the delivery.

Can you ship outside of the U.S.?
If you place an order outside of DHL’s normal shipping boundaries, you will be prompted to call the Home Delivery customer service number to complete your transaction.  To place a Home Delivery Order in either Alaska or Hawaii, please call: 1-800-442-DIET.  If you want to see where we have local distributor locations, please visit the “Locations” page on our Web site..

Can I send my order to a P.O. Box?
No.  DHL will not ship to a P.O. Box.

Does someone have to be home to sign for the package?
No, not if you area shipping to a single-family home, because we ship via DHL using a standard practice to leave the package at the door if no one is home. This is called a "Release," since they release packages upon delivery. This does not apply to apartments or businesses (see questions about apartments and businesses for more details). SSHE is not responsible for packages once they have been delivered by DHL to you.

How are SSHE Home Delivery meals sent?
All Seattle Sutton’s Healthy Eating meals are FRESH and are packaged in special containers, then placed in a shipping box with insulated material to keep it at the utmost quality and meet the highest standards of safety and quality. All meats are manufactured in USDA facilities. Everything is then shipped via DHL Priority 2Day.

How long can the meals keep in the shipping packaging?
All packages keep refrigerated for 36 to 48 hours with our special packaging. Remember, if you live in a warm weather climate to be mindful of that when receiving your package. We recommend that all customers refrigerate their meals immediately upon receiving them.

Can I put the Food in the freezer?
Since you’ve ordered FRESH meals – not frozen or dried, we do not recommend freezing it for optimal taste of our meals.

What time will the package be delivered?
Packages are delivered on Mondays or Tuesday and Thursdays or Fridays. An exact time of delivery cannot be given, since it depends where the address is on the DHL's driver’s route..

Will DHL or Seattle Sutton’s Healthy Eating call before delivering the package?
No, it is your responsibility to know a package is coming since you placed the order. We strongly advise you to arrange for someone to be available to place your meals in a refrigerator upon delivery, because the package is of a perishable nature and needs to be refrigerated upon delivery.

Will DHL keep the package refrigerated?
No, the food items are packed in special packing container with insulation that will keep the meals properly refrigerated for 36 to 48 hours, depending on the size of the package and where it is being shipped in the U.S.

Will I receive a confirmation for my online order?
Yes, your order will be confirmed with an e-mail confirmation that contains your order and information on tracking your package, as long as you provide that information. We strongly recommend once you have placed your order to print out the final confirmation page indicating your order has been placed. And, to check your e-mail for your confirmation e-mail. If you order by telephone, we will provide you with an order number at the end of our call.

Do you offer the option to continually receive the meals without having to call or place an online order (recurring order)?
Yes, but you must select that as an order option when you place your order. Please inform the customer service representative on the phone when you place your order or make that selection when you place your online order. You have the option for this automated service, which will be billed each week to your credit card. You must contact us if you choose to discontinue this service by our deadline of Friday at 12 Noon CST.

What if I have to cancel my order?
We’re sorry, but once an order is placed there are no cancellations or refunds since you have ordered FRESH meals. Perhaps you can treat a friend or family member if you are unable to consume that week’s worth of meals.

How can I recycle my shipping materials?
Please check with your local recycling program.  You may also look for a drop-off recycler for expanded polystyrene (EPS) foam packaging.  To find one in your area, visit: www.epspackaging.org.