Frequently asked questions
Here you can find the answers to some frequently asked questions that may occur during ordering.
If you have any additional queries, feel free to contact us!
When will I start receiving my meals?
The first possible date of the order can be seen in the calendar at the time of ordering.
Do you also work on the weekends and holidays?
We offer our services on weekdays only. The provided calendar on our page shows our working days and outlines any holidays that could interfere with the service.
What happens if I’m not there when food arrives?
The daily courier service is calculated to the minute, and therefore, we have to take into account that other customers are waiting and with one delay the whole schedule will be delayed… The courier waits for the customer for a maximum of 3 minutes – if the customer does not come to the door or answer the phone, we will not be able to complete the delivery. If possible, the courier will deliver the food package to the customer at the end of the working day (between 11.00am and 12.00). If the courier’s schedule is such that its last destination is unfeasibly far from the customer’s address (this is assessed by the courier), then the courier will return the food package to our kitchen. The customer has the opportunity to follow the delivery truck between 12.00 and 15.00 by notifying the customer advisor by e-mail firstname.lastname@example.org no later than 12.00 in the afternoon. Thank you for understanding!
Can I change the address and desired time of the order?
Yes, of course. If you wish to change the delivery time and address of your next delivery then please let us know on the previous day before 11am.
Can I stop and resume my order at any time during the order period?
Yes, you can do this in the customer portal the day before delivery until 16.00pm. After that, you cannot make any further changes. The order will then be extended by the number of unused days. Example: if you want to take a break on Thursday, you can mark it off in the customer portal until 16.00pm on Tuesday.
Can I change the calorie package in the middle of my order period?
Yes, please notify the request to the client advisor (email@example.com) the day before the previous working day, no later than 12.00 in the afternoon. The client advisor will then calculate the new price according to the price list. The fee for changing the caloric intake is 15 euros. If the new final amount is less than what the client has already paid, then the client will be refunded the difference. The new calorie package will take effect upon payment of the missing amount, if applicable. If the new final amount is less than the original package price, the difference can also be retained for the user to prepay for their next order.
How will I know which meal to eat in what order?
We will send a daily menu to your e-mail address the night before. The food containers are also numbered from 1 to 5, signifying the order of consumption throughout the day.
How do I heat the meals?
SmartFOOD uses special food-friendly packaging that can be placed in the oven for heating. Remove the lid and reheat the food in the package, removing the salad or anything else that should not be heated. For best results, heat the food to a maximum of 100 degrees for up to 15 minutes. Be sure to use the “hot air” function, not “baking”, “grill”, etc.! If you are in a hurry and need to use a microwave, then 1.5 to 2 minutes will do the trick.
How long does the food last?
We recommend consuming the food within the same day that it is delivered.
In which area can the smartFOOD service be ordered to?
We deliver within Tallinn and its vicinity. If you are located within the vicinity of Tallinn and it is not possible to order through the online system, please email firstname.lastname@example.org and send your exact address. Also add if it is a private house or an apartment building. The customer service representative will calculate the options for delivery and get back to you with whether it is possible to order to the given address or not.
What are the possible delivery times?
Delivery in Tallinn takes place on weekdays from 07:00am to 11:00am. We can also deliver earlier upon prior arrangements and if the delivery schedule allows it. You can choose the suitable 1 hour time range during which the courier will deliver the order to you.
Outside of Tallinn, the courier will leave your order inside a thermal box before you wake up (between 5.00am and 7.00am) – this means that you do not have to wait for the courier and you will receive the food package without direct contact. We can offer this option if you have easy access to your house / apartment (for example, in the case of private houses, the thermal box can be kept next to the foot gate or the front door. In the case of an apartment building with a closed external door, the courier should be given a lock code or a key to access the hallway, etc.).
The user has to return the thermal box in the end of the order. If the box is lost or broken, the user has to pay for the new one.
How is the food delivered?
SmartFOOD delivers the food in special refrigerated trucks. Please place the delivered food in the refrigerator as soon as you receive it. The food storage temperature is +2 to +6 degrees.