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F.A.Q. placing an order


How will I know if my order was received?

Before your order is processed, we will ask you for your personal and billing information, as well as a valid email address. Once you complete an order through our secure shopping cart, you will receive two email notifications.

1. An email confirmation that your order was received, and is being created.

2. An email from FedEx with the tracking number for your order.

The first email you will receive will be sent to you immediately after you complete your order online. It will confirm that your order was received, and provides you with your unique order confirmation number. This email will also provide you with important information regarding your recurring order, as well as information about our company deadlines regarding holds, changes, and cancellations to your order. Once a FedEx tracking number has been created, you will receive an email which will allow you to track your order through the FedEx website, up until the time of delivery.


Will my order be auto-renewed?

BistroMD is a convenient, recurring program. You only enter your ordering and billing information one time, and your 5 or 7 day program will automatically renew and be delivered to your door each week.


When should I expect my card to be charged?

Payments are processed once a week on Wednesday after 5p.m., ET, and on Thursday for the following week's meals. All members will see a recurring weekly payment on your credit card statement. In the case that you cancel after a deadline, you will receive the last shipment of your program and will be charged for the last delivery week that you receive.

Why have I been billed for my second order even though I haven't received my first week of entrees?

By the time you receive your first week of entrees, we are already starting work on your menu for the upcoming week. Since we do bill in advance, you will receive a charge for your second week on Wednesday after 5 p.m., or on Thursday. This allows us to begin preparation so that there will not be a break in your weekly delivery schedule.

You still have until Sunday at midnight, ET, after you receive your first week's order to let us know if you would like to place a hold or cancel your second week. If you do not wish to continue with the program, please be assured we will refund you for any charges for orders that were canceled by the Sunday at midnight, ET, deadline for all week one program members.

Members in Week Two or Beyond: Every week, we process payments on Wednesday after 5p.m., ET, and on Thursday for the following week's order.


What methods of payment are available?

We accept all major credit and debit cards. Simply enter your payment information once and your payment method will be charged once a week for your continuity program.


Will my credit card information be safe?

Yes, your card information is in good hands. BistroMD is an https secured site.


What is the cancellation policy?

You can cancel at any time within our posted deadlines. Our deadlines are Sunday at 12am ET for week 1 members and Wednesday at 5pm ET the week prior to the week your delivery will arrive. If you cancel after the deadline, you will receive the next week's delivery. The cancellation will be honored for the next week's delivery.


Can I customize, delay or cancel my recurring order?

You can customize or put your program on a short vacation hold by visiting www.mybistromd.com or by contacting Member Services. You should contact Member Services prior to the weekly deadline to cancel or for assistance with putting your program on a temporary hold.


How much time do I need to make changes to my meals or delivery?

You should plan a week in advance to give our team time to make your requested changes. Deadlines for changes, holds, or cancellations are Sunday at 12am ET for week 1 members or Wednesday at 5pm ET for any week after that. These deadlines are for the following week's delivery.


What's your return policy?

For the safety of all of our members, we will not accept returns for any reason. We can't accept any returns since the food in the program is perishable. Once your order has been picked up by FedEx, we cannot cancel the shipment or turn it around in transit. Please be mindful of our deadlines and contact our Member Service team with any questions.


How are refunds handled?

Refunds are managed by our member services team. Refunds or food credits may be given in accordance with our satisfaction guarantee or in the case of damaged items in transit. Please contact Member Services with any questions.


Can I exchange food items?

We cannot exchange food items due to the way the meals are shipped. You may be entitled to a refund or food credit. If you have questions on this policy, please contact Member Services.


Can you order bistroMD for one day?

We don't offer our program as a one day option. You can't lose weight in one meal alone. With weekly delivery of chef-prepared entrees, we do all of the work so you don't have to. You can choose either our 5 or 7 day weekly program, or work with Member Services to create the program that's right for you.


What if I don't want a recurring order? What if I only want to order one week?

The program has been designed for convenient delivery each week. For new members: You have until Sunday at midnight, ET, immediately after you receive your first week's delivery of entrees to let us know if you do not want to continue with the program. You can also place your order over the phone and notify us that you would only like to receive one week of entrees at that time.


How do I view my order history?

You may also access your order history in your member's portal by visiting www.mybistromd.com, and clicking on My Program. You will see past tracking numbers and weekly menus.


Why aren't I getting emails from bistroMD about my order?

If you're not getting emails, check your spam folder. Your individual email settings may prevent our emails from getting into your inbox until you specify you'd like to receive emails from our address.


What do I do if there is a problem with my frozen shipment?

Contact our Member Service team as soon as possible. We are happy to help resolve any issues.


Will you make substitutions if some of the items I want are unavailable at the time?

Yes, our dietitians will revise your menu with a similar entree if an item you want is unavailable for that week.


How will my frozen food remain frozen for delivery?

Every program is shipped on dry ice using FedEx ground. We calculate how much ice is needed to safely reach your home from our warehouse.


Does bistroMD offer any discounts or coupons?

From time to time, we run special offers and promotions for new program members. Find bistroMD coupons, discounts, and promo codes on our coupons page. Current program members can receive $50 off their next week's order for every new member that they refer to bistroMD. Additionally, each new member that you refer will receive $50 off their first week of their program.


Do you offer Gift Cards or Gift Certificates?

We do offer gift cards and certificates. Simply contact us via e-mail at CustomerService@bistromd.com or call 866-401-DIET (3438).


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