Browse F.A.Q. Topics
Where do you deliver to?Our Current Delivery areas are: Adelaide Metropolitan (Within 20km of CBD) Delivery Day: Tuesdays Delivery Times: Between 9.00am – 6.00pm Delivery Fee: $7.50 Adelaide Hills Delivery Day: Tuesdays Delivery Times: Between 9.00am – 1.00pm Delivery Fee: $7.50 Murraylands Delivery Day: Tuesdays Delivery Times: Between 9.00am-1.00pm Delivery Fee: $5.00 Mannum Delivery Day: Tuesdays Delivery Times: Between 9.00am-1.00pm Delivery Fee: Free Phone: 0434 946 259 Email: email@example.com
What happens to the box & ice packs after I have received my order?To reduce the environmental impact we recycle all our styrofoam boxes and ice packs. Therefore, we ask that you please leave the styrofoam box and ice packs outside for us to pick up when we deliver your next order, or at a time arranged with you.
What if it is left out on a hot day?Orders will always be delivered in the styrofoam boxes with ice packs, however it is important that you direct us to place your delivery in a shady place. Ordering your meals frozen is a great option for the warmer months.
If I’m not home, how long can the box be left outside?Meals are delivered to you in an insulated styrofoam box with ice packs! Don’t worry if you are not home when we deliver, as your meals will stay cold for up to 6 hours. Or order your meals frozen for peace of mind. Alternatively arrange to get your meals delivered to your office or left at a next door neighbours if they know that they will be home.
What will my meals be delivered in?Your meals will be delivered fresh or frozen (depending upon your selection when ordering). If no-one is home they will be left in the location requested by you on your order, and will be in an insulated styrofoam box surrounded by ice packs.
How can I give feedback?
Feedback is most welcome and can be made by going to the website and clicking on the ‘Contact’ tab at the top of the page http://mashfood.com.au/contact/
What is your cancellation policy?If you cancel you order more than 48 hrs prior to delivery, no payment is required If you cancel your order within 24 hrs of delivery, there will be a 75% charge of the total order excluding delivery fee If you cancel your order on the day of delivery, there will be a 100% charge of the total order including delivery fee.
Are my contact details i.e. name, address and phone numbers kept private?Yes, we only use you information to get into contact with you regarding your order. We will never distribute your contact details out to any third party
How can I get news and updates about mash.?
What if I want something that isn’t on your menu?If you particularly like some of the meals on our past menus but they aren’t listed on the current week’s menu, please let us know and we will advise if we can make a special order for you. Please note there may be an additional charge, depending on produce availability and this will be advised. If you have a new suggestion for our menu, please email us your idea and we will consider adding it to a future menu, although this can’t be guaranteed.
What if I don’t like my meal?Whilst we endeavour to provide meals you enjoy, it is not possible to meet everyone’s tastes all the time. We would love to hear from you about what you didn’t like and any suggestions for future menu items. Please send us an email with your feedback and we will be in contact with you –firstname.lastname@example.org
Can I freeze the meals?Most meals are suitable to be frozen unless otherwise indicated upon ordering. As a default your meals will be delivered frozen unless you have selected fresh. Once defrosted, do not re-freeze.
How long can I keep the fresh food before needing to eat it?All meals need to be eaten within 24 hours unless frozen upon delivery.
Can I reheat the meals?All meals are made to be reheated once. We can not guarantee the quality or safety of the food if it is reheated multiple times. The food is prepared either: Frozen: To be defrosted and heated at convenient time for you. Fresh: To be eaten within 48 hours
Why is there a $2.50 surcharge for ordering fresh meals?As Mash continues to grow, we are developing our practices to increase our client base while still keeping the quality of our food. By having our meals set as a default frozen, we are able to make meals in bulk and freeze immediately. You still have the option of ordering fresh but a $2.50 surcharge per meal will be added.
What are the different sizes of your meals?For Pies, Stews, Casseroles & Desserts: Your meal will come in foil containers with lids (Small. 1 serve, Medium. 4 serves, Large. 6 serves) For Curries, Soups & Salads: Your meal will come in ‘Tekpak’ Plastic Containers (Small. 1 -2 Serves & Large. 3-4 Serves)
Do you cater for specific dietary requirements?Yes, we can cater to any specific dietary requirements including but not limited to: Vegetarian, Lactose Intolerant, Nut Allergies, Gluten Free, Grain Free, Sugar Free. When ordering, place any dietary instructions in the notes section. Feel free to contact us prior to ordering to discuss your specific needs.
Do meals carry heating, cooking and serving instructions?Each meal has heating instructions on the label. All meals are already pre-cooked and just need to be reheated using an oven, stove or microwave. It is important to transfer meals to a microwave safe container if using a microwave.
Ordering & Payment
Is my payment information secure?As all payments are accepted through Paypal or EFT, we do not have access to your payment information and all security is appropriately managed via your online banking institution
What forms of payment are available?Paypal: Credit Card payment is done on the order form using PayPal. You are not required to register with PayPal for this option to work EFT (Electronic Funds Transfer): EFT details are sent via email after you have completed the order form Cash or Cheque: I am happy to accept cash or cheques if pre-arranged prior to ordering
Can I ring or text to place my order?Online ordering is the most convenient option at www.mashfood.com.au However, if you don’t have access to the internet, please phone us to place your order 0434 946 259
What is the latest that I can put an order in?Online: Midnight Saturday prior to your delivery day Telephone: 0434 946 259 by 5.00pm Friday
What if I don’t receive an email?Please contact us if you have not received an email within 24hrs of placing your order If you have placed an order after midnight Saturday your order may not be accepted for that week's delivery.
How do I know if my order went through?An email will be sent directly to your email address provided to confirm your order
Do I have to have place an order every week?No – you can choose to order every week, every fortnight, or only on the weeks you chose – it is up to you!
Is there a minimum order?Yes, $30 minimum order required excluding delivery fee