Frequently Asked Questions

We’re a meal plan delivery service designed to make dinnertime simple and delicious!

How do we do this? By delivering fresh, seasonal meals and ready to eat right to your door, making it quick and easy for you to eat wholesome breakfast, lunch, dinner & snacks the entire household will love.

How does it work? You select your meals to create your perfect menu, and we’ll deliver ready made meals. You’ll just need to reheat these delicious meals (don’t worry - it’s just below 3 minutes).

We run a flexible subscription, so there’s no scary lock-in terms. And the best part? You can manage your account on the go via our free PrepHero app. Just make sure any changes are made before the deadline, which is 4:00 PM three business days prior to your delivery.

At PrepHero we're committed to reducing our packaging. To provide fresh, high quality meals we do need to ensure some items are packaged, however, we have a packaging reduction programme in place and since 2020 we've reduced the packaging in the boxes by 20%.

This includes removing all black plastic, using sugar cane containers and we work with industry bodies to explore ways that we can take advantage of innovations in packaging.

That's right, we have an app. Get inspired in the kitchen, manage your subscription, update your meal selection or track your daily macro intake.

You can download the iOS or andriod app here.

Yes, we do offer meal plans designed for families! To make things even better, each family member referred to us can enjoy up to 1 week of free meals.

It's a great way to experience our meal plans and enjoy delicious, convenient meals together.

In your bag, you'll receive ready-made meals that are perfectly portioned and macro-counted to fit your dietary needs. We won’t forget your cutlery for your convenience, so you can enjoy your meal without any extra preparation.

We ensure that all meals are packed securely in an insulated cool bag with ice packs to keep everything fresh upon arrival.

Ofcourse, you can do that yourself on our PrepHero APP or even reach out to your dedicated account manager & they will align your delivery according to your schedule.

Unsure of your account manager? Click here

Yes, of course. If you have not signed up yet we can share with you our sample menu for your reference click here

If you are already a member once logged in to our app, you'll be able to view all the meals in your plan at the bottom of the page select ‘menu’. These meals have either been selected by you or pre-selected using your chosen menu preference. You can navigate between weeks using the arrows on both sides at the top of the page. To update your 'Menu Preference', just click on a meal and select your preferred option from the substitute menu.

Click on the button below to view your menu, where you can select your meals up to four weeks in advance.

You'll be able to view all the meals in your plan at the bottom of the page select ‘menu’. These meals have either been selected by you or pre-selected using your chosen menu preference. You can navigate between weeks using the arrows on both sides at the top of the page. To update your 'Menu Preference', just click on a meal and select your preferred option from the substitute menu.

Remember to make changes to your upcoming order before the deadline, which is 4:00 PM, three business days prior to your delivery.

You can reach out to your dedicated account manager & they will update your email address right away!

Unsure of your account manager? Click here

Click here to login to your PrepHero account, just drop in your registered number and type in the otp received.

TIP: If you followed this link and can't see a log in page, you may already be logged in! Check the top-left corner of the page for your name.

*our app is currently limited to subscribers only.

If something has gone wrong with your deliveries, please chat with us.

Remember any changes to your subscription must be made by the deadline, which is 4:00 PM, three business days prior to your delivery.

You can change the meals for your first order by clicking on the button below and logging in, just make sure any changes are made prior to the deadline, which is 4:00 PM, three business days prior to your delivery.

Any other changes (such as delivery changes or cancellations) must be requested by contacting us. chat with us.

All changes (including meal swaps, skipping deliveries, changing your meal plan and cancelling your subscription) need to be made by the deadline, which is 4:00 PM, three business days prior to your delivery.

This is so we can give our suppliers & operations enough notice to provide us with the exact quantities we need. We try to reduce food waste as much as possible, so we need the deadline to make this happen.

To enable you to order from us, we will create a customer account for you after your registration. In order to protect your customer account from access by third parties, we store your details, making your account only accessible by you, with your login details.

In order for us to deliver the boxes to your door, we store your contact data, order and delivery time, and payment information.

PrepHero values your privacy, for more information about how PrepHero processes your personal data please see our privacy policy.

If you would prefer we did not have this information, you can request for it to be erased by contacting hello@myprephero.com. This process of erasure can take up to 30 days, but we can assure you that we will no longer keep any of your details or contact you in the future.

Yes, you're in complete control of the number of meals you will receive each week. We currently cater for 1, 2, 3, 4 or 5 meals per day.

Don't forget to make changes to your upcoming order before the deadline, which is 4:00 PM, three business days prior to your delivery.

Yes, you can skip deliveries as many times as you want. Download the app and click ‘menu’, selected the day you wish to skip and you will see a switch to the right where you can toggle your deliveries on & off.

Remember to update your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

Changed your mind? You can also unskip a delivery by following the same steps above, as long as you do so by the deadline.

We're sorry, after the deadline has passed we're unable to cancel or change your order. This deadline is in place to ensure PrepHero is responsible from a food waste and sourcing perspective.

If you're not able to receive your meal plan we'd encourage you to gift it to a friend or family member.

Before reaching out to us, please double check your meal selection for the week, using the PrepHero app, under the ‘menu’ tab.

If you've checked this and did receive the incorrect meals, please contact us. It's important that we are aware of these issues so we can make it up to you and ensure this doesn't happen again. Chat with us.

Ofcourse, Chat with us.

Remember to make any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

To update your delivery address, including your delivery instructions, Chat with us.

Remember to make any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

Yes! Unlike some others, we do offer the option for one-off orders. Additionally, our flexible subscription service allows you to skip weeks or deactivate your subscription at any time if you aren’t ready for monthly deliveries. You can also adjust the frequency of your deliveries to suit your needs.

Just make sure any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

We're really sorry to hear your box arrived damaged. Please Chat with us so we can report this and make it up to you.

If you can, we'd really appreciate you providing photos of the damage. This is very useful for us as we try to prevent this happening again.

There may be some changes to your delivery day over National Holiday weekends. Please make sure you check your emails and account for any updates.

We do everything we can to ensure that our deliveries are not affected but if we foresee any disruptions, we will let you know.

We're sorry to hear that.

First, please double check your meal plan bag.

If it looks like a meal is still missing or packed incorrectly, please let us know so we can make this right. Chat with us

For most of our delivery slots, we operate a leave safe policy which means our delivery drivers will follow the delivery instructions that you have specified. All of our meal plan bags contain insulation and ice packs to keep your ingredients fresh, just make sure you pop the meals in the fridge as soon as you can.

If you'd like to update your delivery instructions, please inform your account manager, just make sure your changes are made by the deadline, which is 4:00 PM, three business days prior to your delivery.

Top tips for your delivery instructions:

• Phone numbers are not an effective delivery instruction as not all of our drivers carry mobile phones and we cannot guarantee the driver will call you.
• The drop zone must be accessible (no code required) and free from animals and obstructions.
• The driver can use their discretion to leave your meal bag in a place they deem to be safe if your delivery instructions are not adequate.
• Please note, if you have selected a three hour delivery slot, we can only deliver within the timeslot and not a specific timing.

Check your delivery time slot as your meal plan can arrive at any time within this window. Please keep an eye out for any SMS or email updates we or your courier may provide about your delivery.

If it looks like your delivery is still missing, please let us know so we can make this right. Chat with us

Shortly after you've completed signing up to our subscription service you'll receive both a confirmation and welcome email from us.

We'll tell you what you've signed up for, the date your first delivery is scheduled and everything you need to know about managing your PrepHero subscription!

Not received your information? Check your email address is correct or Chat with us if you still need help.

Sometimes, you may see what looks like two payments for the same transaction. When we process your payment, a pending transaction can appear on your statement. This is what's called a 'shadow payment' where your bank is authorising the payment.

If you have been charged for both transactions, please contact us. Chat with us

If you'd like us to send you an invoice, simply inform your account manager or Chatwith us we'll email it over to you.

Simply click here and complete the 2-minute sign-up form. For additional support, Chat with us or email hello@myprephero.com to get help from a member of the PrepHero team.

When you sign up for a PrepHero meal plan there are minimal commitments you can go as low as 5 days subscription.

You can also choose how many days a week you’d like your deliveries:

5 days a week

6 days a week

7 days a week

Heating up your meals is easy! Simply follow these steps:

1. Microwave: Our sugar cane containers are microwave-safe—just make sure to remove the lid and any sauce containers inside before microwaving. Follow the heating instructions on the label, or until heated through. Stir halfway through for even heating.
2. Oven: Preheat your oven to 180°C (350°F). Transfer your meal to an oven-safe dish, cover with foil, and heat for 15-20 minutes, or until hot.
3. Stovetop: Heat your meal in a pan over medium heat, stirring occasionally until thoroughly heated.

For best results, follow any specific heating instructions provided with your meal related to microwave. Enjoy your delicious, ready-to-eat meal!

We're sorry to hear that.

First, please double check your meal plan bag.

If it looks like a meal is still missing or packed incorrectly, please let us know so we can make this right. Chat with us

All of our meat and poultry is farm assured and our supplying farms undergo regular animal welfare audits. We source our ingredients from committed suppliers who must pass through a Supplier Approval Process before supplying PrepHero.

We only accept products from suppliers that hold certification from the leading auditing standards and we maintain close relationships, to ensure that the ingredients we supply to you are of the highest possible quality and the perfect fit for our delicious meals.

PrepHero has a variety of recipes that could potentially contain an allergen. Ingredients are stored separately in order to minimise cross-contamination.

Meals pass through various checks at PrepHero before they reach to you sealed in the packages, however, there is a small chance of cross-contamination so we cannot guarantee that a recipe is free of a particular allergen.

At the moment we highlight specific ingredients that contain one or more of the major allergens for clients.

All of our allergens are labelled on our upcoming meals and our app so you can see exactly what’s going into your meals to make your meal choice.

However, as our kitchen team and packing team handle such a wide range of ingredients, we cannot guarantee that no traces of other allergens may be present.

Add in your promo code under 'promo code' and then follow the steps. Alternatively, if you have any questions related specifically to our promo codes click here and reach out to our team right away.

Make sure any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

We offer a rewarding referral scheme for new customers to use towards their first PrepHero Meal Plan.

Our referral program allows you to get up to 1 week of free meals once your friend of family sign up as well as they get 3 days free added on their plan as they join. it's a win-win.

Start referring.

Firstly, it’s always good to double check your offer to see if it’s for existing or new customers. Are you a first time customer or have you set up a subscription with us before? A lot of our vouchers apply to first time customers only.

Pre sign up: When you are at the checkout, you'll see a green notification bar at the top of the page, confirming your voucher has been applied. You can also check your order total on the right hand side to verify a discount has been applied to the amount due.

Existing customer: You can always check directly with your account manager to ensure the offer applied to your renewal.

Firstly, make sure you've read the T&Cs on the specific voucher you have received. Are you a first time customer or have you set up a subscription with us before? A lot of our vouchers apply to first time customers only.

We would also recommend some basic troubleshooting. If you can, use Google Chrome as your browser and try again using an incognito window.

If you’re still having trouble, please get in touch with us and we can apply your voucher code for you. Click here to get in tocuh.

In the menu page; Select the date you would like to make changes to

Make sure any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

1. Click on Menu
2. Toggle on the delivery button

Make sure any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

If you are looking to update your meal preference please reach out to your Account Manager to carefully re-amend your menu based on your updated list & add your new ingredients dislikes / allergens

Make sure any changes to your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

Click here to download our app and view your menu, where you can select your meals up to four weeks in advance.

You'll be able to view all the meals in your plan at the bottom of the page select ‘menu’. These meals have either been selected by you or pre-selected using your chosen menu preference. You can navigate between weeks using the arrows on both sides at the top of the page. To update your 'Menu Preference', just click on a meal and select your preferred option from the substitute menu.

Remember to make changes to your upcoming order before the deadline, which is 4:00 PM, three business days prior to your delivery.

Yes, you can skip deliveries as many times as you want. Download the app and click ‘menu’, selected the day you wish to skip and you will see a switch to the right where you can toggle your deliveries on & off.

Remember to update your account by the deadline, which is 4:00 PM, three business days prior to your delivery.

Changed your mind? You can also unskip a delivery by following the same steps above, as long as you do so by the deadline.

Having trouble with your PrepHero App? Before doing anything else, check for any updates in your App store. Alternatively, try rebooting your device. If you are still experiencing issues, the next step would be to try deleting the app and reinstalling it.

If you're still having trouble, please chat with us - we're here to help you manage your subscription.