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Frequently Asked Questions

You definitely can feel good about heating and eating all of the Element the Ingredient ready made meals.  Prepared daily at our Melbourne kitchen and delivered to where you feel like eating.  Home or your office. You’ve probably got more questions, the answers are below, and if they’re not, please call us on 03 9470 2742 for further information.

Accounts/Payments

Are you a subscription service?

No. You can order whenever  you need to.

Can I reorder what I had last time?

If you do want to reorder what you had in one of your previous orders, just log into your account, click on your past order number & hit the “Add order to Cart” button. Then add or remove items or head straight to the checkout!

Please note that you need to have created an account for this option to be available.

Is there a minimum order amount?

We have a minimum online order of $70. If you’re hoping to sample just a few of our products, you can say hello to one of our staff at our kitchen in Reservoir. Alternatively, we also have our range available in a number of independent supermarkets.

I don’t like ordering online, what other options do I have?

We understand that online ordering and computers aren’t for everyone. Feel free to give our customer service team a call on 03 9470 2742 to place an order for you. Payment via credit card will then be taken over the phone.

What happens if I order after the cut off time?

The website will automatically carry your delivery date forward to the next delivery day. Remember to confirm your delivery date before checking out – this will also appear in your confirmation email.

Do you have a cancellation policy?

We sure do! You can check it out in our terms and conditions here.

Help! I can’t find the right delivery option!

Please make sure that the city/suburb you’ve entered in the ‘delivery address’ section has no typing errors and spaces after the suburb name (‘Melbourne’ not ‘Melbourne_’). This will matter as our website is only able to calculate the right delivery option based from what is entered in the ‘city’ and ‘postcode’.

 

How do I pay?

We accept VISA and MasterCard debit/credit cards, and payments via PayPal and AfterPay. Once an order has been successfully processed, you will receive a confirmation email specifying the total fees and charges for the products in your order and any shipping and handling fees that may apply.

What happens if my payment is declined?

If payment has been declined due to reasons such as insufficient funds or a bank error, this will be stated in the checkout, otherwise we’ll notify you as soon as possible of this. If there is no response to our message, we will automatically cancel the order.

What are Afterpay?

They are a way for you to get your delicious, nutritious meals without needing to pay the full amount upfront, but instead paying in installments through a third party. For more information, see the FAQs below, or visit the AfterPay websites.

What are the payment terms and terms of use for AfterPay?

For the most recent info on payment terms with Afterpay click here

I have an issue with my AfterPay payments, who should I contact?

You should contact AfterPay directly.

Delivery

When do you deliver? When do I have to order by?

For all suburbs, you can use the orange bar at the top of the website to check if we deliver to you, when your next available delivery day is and when you need to order by.

Please note that delivery windows will vary depending on your area and the type of address (residential, high-rise/ gated, or business).

Metropolitan Melbourne Delivery is available Monday to Friday. Orders must be placed by midnight 3 business days prior to delivery.

Regional Victoria Currently, we don’t deliver to regional Victoria.  However, we can organise a thirt party courier to do the delivery for you.  We will pass full delivery cost from third party courier to you and deliver date will subject to third party courier.  For more information, please email us on info@theelement.com.au or call us on 03 9470 2742

NSW Currently, Wednesday or Friday. Order cut-off is by midnight the Monday prior.

ACT Metro No, but it is something that we will be working on it.

If on the occasion a delivery date will need to change due to circumstances such as public holidays etc our team will get in contact as soon as possible.

How much is delivery?

For Metropolitan Melbourne orders over $70 delivery is free.

For Central and Inner Metropolitan Sydney orders under $99, delivery fees are a flat rate, depending on your location.

Melbourne Metro: $11| Regional Victoria: $25 | New South Wales: $25

Can I change my delivery day?

For Melbourne metropolitan zones – yes, as long as we are given notice by at least 10am the day before delivery.

For deliveries in NSW and ACT, we may not be able to accommodate changes but you are welcome to contact us.

What if I am not home for my delivery?

If you are not home your order will be left at your front door if it is safe to do so. Please provide us with clear delivery instructions to ensure that delivery runs smoothly.

We also recommend leaving out a cooler bag or esky that is large enough to fit our  delivery boxes. 

If the delivery has been made to the right address within the designated delivery window, the Element the Ingredient will not be able to accept responsibility for any lost or stolen products.

Do you deliver to my address/area?

Click on the orange bar in the top banner of the website to check if we deliver to your area, and see details of the next available delivery date & corresponding order cut off.

I live in a high-rise ‘hard-to-get-to’ apartment, can you still deliver to me?

Our drivers will do their best to get your meals out to you, however, to make sure things go smoothly please include thorough instructions in your order notes on how to enter your ‘hard-to-get-to’ apartment (e.g. buzzer codes, gate codes etc) or if you have arranged to have your order left with the concierge/reception.

Note: you need to organise this with your reception/ concierge prior to delivery to avoid issues. If the specified person (concierge/ reception) does not accept your delivery, you may be charged a redelivery fee.

What time do you deliver?

Delivery windows vary according to type of address, area and state. To find out more info head to our Delivery information

 

Where is my order?

Our couriers do their best to operate according to our delivery windows but sometimes they are running behind schedule due to unexpected circumstances. We will notify you if this is the case as soon as possible. Please email us if your order has not arrived at the end of your delivery window.

Can I collect my order instead?

Sure! You’re welcome to pick up your order from our kitchen in Reservoir. Just select the pickup option at the checkout select when you would like it, and our team will send you a text when it’s ready for pickup (generally no later than 3pm on the selected day). 

How are the meals delivered?

As a part of our commitment to reduce the amount of packaging uses, meals will be delivered to you chilled in a cardboard box. You are welcome to purchase a the Element the Ingredient cooler bag or leave your own esky or cooler bag at the front for our driver to place your box into.

Do I need to leave out an esky?

Our meals are delivered chilled in a cardboard box and will be left at your address if safe to do so. If you’re not going to be home when delivery is made or are getting it delivered overnight, we recommend leaving out a cooler bag or esky with ice pack to help keep your meals safe. 

Can I request a delivery time?

Unfortunately, you cannot request a specific delivery time.

Please ensure that you select a delivery day & delivery window when you know delivery can be made and you will be able to collect your order within a few hours of delivery.

Products/ Ingredients

Where are your ingredients from?

Our approach to ingredients is ‘local wherever possible’. 

Can I make changes to meal bundles?

Please contact info@theelement.com.au to discuss. We do allow limited changes if there is something in a bundle that you would like to swap out. Please note that substituted meals need to be of equal or value. Please include clear notes in the order notes/delivery instructions box of the check-out.

How do I find the ingredients and nutritional information of each meal?

The Ingredients and nutritional information for each product can be found on the relevant product page of our website. 

Do your meals contain any preservatives/ additives?

That’s an easy one… absolutely not! We’re proud of creating real food only. We do not add any presevatives/additives to all our products

How do I heat the food?

Microwave: Peel back seal slightly and microwave on high for 2 minutes or until piping hot