How do I make changes to my order?
If you need to hold, cancel or make changes to your shipment, please contact us via e-mail: CustomerService@BistroMD.com or by phone at: (866) 401-3438.
We are happy to accommodate your requests. You must let us know within our deadlines so we can best serve you. After these deadlines we prepare your menu and your weekly shipment is packaged and picked up by FedEx. At that point, all of your meals are already on their way to you and we are unable to make changes to that order. If you contact us after the deadline any changes will be reflected on the following order. If you cancel after the deadline, you will receive and will be billed for this final shipment.
What are your cancellation deadlines?
New Customers: You have until Sunday at midnight, EST, immediately after you receive your first week’s shipment to let us know if you would like any changes to your next week's shipment.
Wednesday at 5 p.m., EST: For customers in week two or beyond, our deadline is always Wednesday at 5 p.m., EST, PRIOR to your next week's shipment.
Why have I been billed for my second shipment even though I haven’t received my first shipment yet?
Your weight loss journey takes dedication and requires consistency so your plan is designed for a weekly delivery of food. To allow you time to try our meals we extend our normal deadline for new customers until Sunday. If you have requests for changes to your second week’s order please contact us by Sunday at midnight, EST, immediately after you receive your first week’s shipment via email: CustomerService@BistroMD.com or by calling: (866) 401-3438, and we will be happy to incorporate your requests for next week.
Our dietitians work in advance to create your menu. We process payment for next week’s meals on Wednesday after 5 p.m., EST and on Thursday. This allows us to begin preparation so that there will not be a break in your weekly delivery schedule. If you do not wish to continue with the meal plan, please be assured that although we process payments on Thursday we will refund you for any charges for meals that were canceled by the Sunday at midnight, EST, deadline for all week one customers.
What if I don’t want a recurring order? What if I only want to order one week?
New Customers: You have until Sunday at midnight, EST, immediately after you receive your first week’s shipment to let us know if you do not want to continue with the meal plan. You can also place your order over the phone and notify us that you would only like to receive one week of meals at that time.
Why did I still receive a shipment if I have until Wednesday to cancel my order?
Our team of expert chefs and dietitians work in advance to prepare your meal plan. This is why we require that all holds, changes or cancelations for customers in their second week or beyond notify us by Wednesday at 5 p.m., EST, the week before the next week’s shipment arrives.
If you notify us after this deadline we have prepared your meal plan and your meals will be on their way to you.
Please know that you are always able to cancel future shipments by our deadlines.
Why does my shipment not arrive the same day each week?
Although we try to do everything in our power to provide you with a consistent delivery schedule for your meals, FedEx is unable to guarantee that you will always receive your meals on the exact same day. Please refer to your tracking number to see the real time status of your shipment. The FedEx website is also frequently updated for weather delays. If there are any concerns with your delivery schedule, please let us know.
How are my meals shipped each week?
We use FedEx to ship all of our meals. You should receive your meals near the end of each week. You will receive a tracking number through your email from FedEx that will allow you to track your shipment. If you do not receive your tracking number, check your spam folder or contact us. For more information on FedEx’s shipping policies, please refer to their website: www.FedEx.com.
Do you offer expedited shipping?
Unfortunately, expedited shipping options are not available.
The FAA regulates the amount of dry ice that can be shipped via airplane, the standard method for expedited shipping. Each week of meals arrives to you on dry ice in a specially designed cooler to ensure freshness upon arrival at your home or office. Our meals are sent via FedEx Ground delivery to abide by FAA standards.