Faq – THIABIS

Frequently Asked Questions

Free delivery

How long will my meals last?

All meals are delivered fresh and can be kept in the refrigerator until the expiration date indicated on the product.

Can my meals be frozen?

We recommend that you eat your meals as they are delivered so you can fully enjoy the fresh ingredients found in each meal. However, if you do not have the chance to eat all your meals before the expiration date, it is also possible to freeze them.

How do my meals keep their freshness?

Our products are packaged sealed, keeping food fresh naturally, without preservatives.

What do I do if I have a food allergy or intolerance?

Since all our food is produced in the same facility for all our recipes, the risk of cross-contamination cannot be completely eliminated. You can check the list of ingredients for each meal by going to our homepage. Then, without logging into your customer profile, you can click on “Menu”. Then click on the recipe of your choice, and you will see the allergens, ingredients and nutritional values.

If you are already logged in to your profile, you can click on “My Deliveries” and select the desired week and click on the recipe to see the details of the nutritional information.

Do you offer vegetarian options?

We offer on average 2 or 3 vegetarian recipes per week.

Will I receive exactly what is shown in the images?

Meals are prepared according to the meat portion and sides you have selected. The mix of vegetables varies from one season to the next which means that what you find in your meals can be slightly different from the image you see on the website.

How do I heat up my meals?

Microwave:
1. Remove plastic wrap with a sharp utensil and remove the cover from the sauce container.(some recipes require removing the sauce container, so make sure to always double check the label!)
2. Heat for 3 minutes
3. Enjoy!

How often do you change your meal menus?

With a database of over 500 different recipes, our menu changes every week allowing you to discover new flavours and new foods on a weekly basis!

Are your meals healthy?

We offer a wide selection of healthy and balanced meals, prepared with fresh ingredients and customizable to meet our clients’ needs. At WeCook, we ensure that our meals contain healthy fats and are predominantly low in sugar. You also have the option to choose from a variety of sides. If you have no preference, you can always pick from our list of recommended options. Whether you want to eat healthily or save time, we have the right solution for you!

Why do some meals have extras?

Each week, we offer 3 recipes as our Premium meals of the week. These meals represent either a better quality cut of meat or simply a more elaborate recipe in terms of food composition. You still have the choice to choose among our 11 other recipes without extras!

Do you have any keto meals?

We do not offer meals that are designed to fit a specific diet. However, you always have the option of customizing the meals we offer to meet your specific needs. In the case of a ”keto” diet, you can first refer to the nutritional values table of each meal to select the meals that best suit you. In addition, you can also opt for the “Vegetables Only” option as a side dish to reduce the amount of carbohydrates in each meal to better respect your diet!

How can I find the nutritional facts for your recipes?

On our home page, without logging into your account, you can scroll down to “On the menu this week”, click on “View all meals”, then select the recipe of your choice. You will see the allergens, ingredients and nutritional values.

If you are already logged in to your account, you can click on the “My Deliveries” tab, click on the meal and you will see the allergens, ingredients and nutritional value corresponding to the portion of your plan (Small or Regular).

What do I do with the ice pack and fillings from my delivery?

The ice pack is non-toxic, water-soluble, and recyclable. You can reuse it, or defrost the gel pack, discard the non-toxic water-soluble gel in the sink and recycle it. As for the isolation pad, it’s made of recycled plastic, but it cannot be recycled.

Where do your products come from?

As a Canadian company, we pride ourselves on supporting our economy and purchasing most of our ingredients from local suppliers.

How do I recycle the food containers once I've eaten my meals?

Simple wash or rinse the empty containers to remove any greasy residue or food leftovers and add it to the recycling bin

What do you do with leftover food?

Preventing food waste is one of the most effective ways to reduce your impact on the planet. We’re extremely proud to run a waste-free facility and to offer a service of pre-portioned meals that allows our clients to avoid food waste of their own.

What’s the Premium Feature?

The Premium Feature takes your auto-selections to the next level!

First off, auto-selections are orders delivered to you when you don’t select your own menu; they happen when a delivery for which no meal was chosen is confirmed in your account. Auto-selections only include meals without extras.

When you turn on the Premium Feature, you give us the green light to include Premium meals in your auto-selections. These tantalizing meals come with extras as they stand out due to better quality cuts of meat or more elaborate recipes. For a maximum of variety and flavour in auto-selections, make sure the Premium Feature is turned on!

Delivery

Do I need to be home to receive a delivery?

If your order is delivered when nobody’s present, the delivery company will leave your box in a secure location. Deliveries take place between 7 a.m. and 9 p.m. at home or between 7 a.m. and 5 p.m. at your workplace!

Do your meals stay fresh during transport?

Of course! Our boxes are specially designed for this type of delivery, and they will keep your meals fresh until the moment you pick them up. They are equipped with insulation and contain ice packs designed to withstand many hours and temperature. However, we recommend that you put the meals directly in the refrigerator after you pick them up.

Is there a delivery charge?

The delivery charge is $6.99. This fee allows us to work with our shipping partners to continually improve our delivery services. We offer the first delivery free of charge to our new subscribers who use a promo code.

If I live in a condominium tower, how will my order be delivered?

Our delivery partners are required to leave your order in a secure location. They will make sure to leave your package in the lobby of your building and will attempt to contact you once to notify you of the delivery. You can also track your delivery’s status to stay updated!

How can I track my delivery?

On your delivery day, we will email you your order’s tracking number at 8 a.m. We’ll also include a link to the delivery partner’s website so you can track your delivery. Please note that some delivery partners may not offer a tracking feature; however, you will receive a text notification at the time of delivery (make sure to enable SMS notifications in your account!)

What happens if I don't receive my order on my scheduled delivery day?

A delivery could be postponed until the next day due to circumstances beyond our control. If this happens, rest assured that your order will be kept in a cool place and the delivery will be reattempted the next day. Our insulated liners and ice packs ensure the freshness of your order in case of a delivery delay. The next morning, your tracking number will be updated by our delivery partners so you can track your order again.

Where do you deliver?

We deliver to your home or office in Quebec, Ontario and the Maritimes.

Order

How do I order?

Once you log into your account, you will be able to navigate through our menu and add the products you want to your shopping cart. Then, complete your order when you are ready and wait for your meals to be delivered fresh to your door!

What is the minimum purchase required?

The minimum number of meals you can buy is 6, in small or regular format.

How do I place several orders in advance?

Once your order is complete, you have the option of placing one or several orders for the weeks to come. You will be able to plan your orders up to 5 weeks in advance. When browsing in the boutique, go to the top of the page to change week by clicking on the green arrow to see the upcoming menus.

Payment

How do I pay?

When you checkout online, you will be asked to enter your payment information. We accept VISA and MasterCard.

What happens if my payment is declined?

Check that your credit card information is correct. If it still doesn’t work, you can chat, email or call us.

How do I update my payment information?

Go to the ‘’My Settings’’ section and click on the ‘’Payment Method’’ tab. Here, you will be able to change your payment information, directly from your account.

Are taxes included in the plan?

Our meals are not taxable; only a few items are taxed, and the tax is indicated in the details of your order.

How much do your meals cost?

It depends on the plan you select. On average, our regular-sized meals cost between $10 and $15 (no tax applicable) for a very generous portion. No need for an appetizer or dessert, and the meals are already cooked!

Subscription

Do you have family size meals?

Yes, you can now simplify family mealtime with six choices of large-format ready-to-eat meals each week, perfect for 4 to 5 servings.

Why do you have to subscribe?

We have operated without a subscription system for 8 years and the decision to switch from a non-subscription to a subscription system was not made lightly. We are aware that some individuals prefer the subscription plan, while others don’t. Over the years, many of our clients have expressed their interest in subscribing to their meal plans to avoid forgetting to place an order. We offer products that can be consumed daily and that meet the essential needs of every individual. Therefore, we believe a subscription plan is what best suits the service we offer. However, we do allow our clients the option to either unsubscribe or skip a week at any time!

How does it work (meals)?

Ordering is easy! When subscribing to WeCook, you will receive fresh, delicious and healthy cooked meals each week. Here’s how:

1. Enter your email address on the main page and click the ‘Get Started’ button.

2. Select your delivery date and location.

3. Choose a portion size, then select your plan. (6-9-14 or 22+ meals)

4. Now choose between 15 different meal options which you can personalize. You can also set up your preferences for your next meals.

5. Enter your delivery information.

6. Select your payment method and you will receive a confirmation email immediately after having completed your order.

**You can skip a week or cancel your subscription at any time directly from your account.

Can I skip a delivery or cancel my subscription?

Of course! You can skip several weeks at a time or easily unsubscribe at any time!

Can I make changes to my subscription?

Your subscription can be updated online.

Rewards

What is the Thiabis Rewards Program?

The Thiabis Rewards Program is here to reward your engagement as a member. You earn WeCoins when you order our products, complete challenges, and unlock badges. You can redeem your WeCoins for various rewards in the WeCoins Market. To learn more, check out the How it Works? page.

What do the levels represent?

The levels in the Rewards Program correspond to your progression. The more WeCoins you accumulate, the higher levels you reach and the more unique and exclusive benefits you receive. Bronze level is for 0 to 29,999 WeCoins, Silver level is for 30,000 to 59,999 WeCoins, and Gold level is for 60,000 WeCoins and above. Check out the How it Works? page to learn more about levels and associated benefits.

How can I earn WeCoins?

To earn WeCoins, simply participate in thiabis’s life! From your first order, you’ll start accumulating WeCoins. You can also earn them by unlocking badges or challenges to highlight your accomplishments in your WeCook experience. Check out the My Rewards page of your client portal to see the complete list of challenges and badges that will allow you to earn WeCoins.

What are badges for?

Badges highlight an achievement in your WeCook journey. These achievements can be opportunities, actions, or series of significant actions in your experience. Several badges also allow you to progress through levels as they are awarded to you with a significant amount of WeCoins. Check out the My Rewards page of your client portal to see the complete list of badges.

How do I redeem my WeCoins?

To use your WeCoins, just head to the WeCoins Market to check out available rewards. As long as you have enough WeCoins in your pocket, you can trade them against the reward of your choice by with a simple click!

Can I change the reward I’ve chosen?

After confirming your reward choice and using your WeCoins, it will not be possible to change your mind. However, during the exchange on the WeCoins Market page, we will ask you to confirm your choice to ensure that you are certain of your decision

When will I receive my reward?

If you choose a thiabis food reward (snack, grocery, breakfast) or a thiabis accessory, you will receive it in your next thiabis box.
If you choose a thiabis credit, it will be added to your account as soon as the exchange is confirmed.
If you choose a thiabis gift card, it will be sent by email to the chosen recipient or made available for immediate download or printing after confirmation of the exchange.

What is the difference between your accumulated WeCoins and your WeCoins balance?

Accumulated WeCoins are not affected by the reward exchanges you make. They simply represent the total amount of WeCoins you have earned through the Rewards Program and determine your level. On the other hand, your WeCoins balance considers the WeCoins you have used to redeem rewards and indicates the remaining amount available for redemption.

Why didn’t I get my WeCoins after activating the Premium Feature?

Once you have activated the premium option, you will receive WeCoins from your first order on autopick. To place an order on autopick, simply activate a delivery without manually selecting your meals. Thus, the premium option will automatically choose your menu based on your preferences.

Why didn’t I get my WeCoins after upgrading my plan?

Once you upgrade your plan you get WeCoins from the first order placed under your new plan. However, this action can only be rewarded once.

What will happen to my WeCoins if I unsubscribe?

In case of unsubscribing, your accumulated WeCoins and balance will be reset and cannot be retrieved. Unused WeCoins will be lost, as well as your level and associated benefits.

What is the difference between the Rewards Program and the Referral Program?

At thiabis, we have two distinct programs. The Referral Program allows you to earn WeCook credits when your friends use your unique promo code to place their first order. On the other hand, the Rewards Program allows you to accumulate WeCoins by ordering meals, completing challenges, and unlocking badges. These WeCoins can then be exchanged for rewards of your choice on the WeCoins Market page of your customer portal.