FAQs

About The Website

Why the new site?
A: Susan’s Healthy Gourmet is that same family owned, locally established meal provider you’ve come to know and love and our new site is in response to requests and expectations we have heard from our loyal customers. As we grow leaps and bounds, we are always striving to offer the widest variety in menu options, the most convenient delivery service and the simplest and most reliable ordering system. This website is bringing our customers more of what they want.

I’m having trouble with the new site. What should I do?
A: As with all new sites, there will be things that are a little unfamiliar. We’re here to help in whatever way we can. Feel free to give our friendly customer service representatives a call if you are experiencing anything other than gleeful satisfaction with our new site. We can walk you through your ordering process or take your order over the phone if you prefer. Call us at 1-888-EZ-MEALS. (1-888-396-3257) or you can place an order via email at info@susanshealthygourmet.com

How do I switch to the Calendar view?
A: To order in Susan’s Healthy Gourmet’s new Calendar view, just click on the button in the upper right corner (in the red bar) of the “Your Choice” ordering page. The view will switch over to the Calendar view and everything already placed in your cart will remain.

Can I set additional users in Classic List view?
A: No. Classic List view is structured similar to the previous version of Susan’s Healthy Gourmet ordering system and does not support additional users.

What are those little circles on the days in the Calendar view?
A: Those circles are a way to let you know what you have ordered for each user. When a meal has been ordered, the corresponding circle for that meal will fill in. If a meal is left out, the circle will remain empty. These circles help our customers ordering for multiple people see quickly if they are missing any meals.

How do I switch between users in Calendar view?
A: To switch between users in Calendar view, you simply need to click on the name of the user you would like to activate in the “Your Cart” panel on the left and begin ordering.

About Delivery

Is the $15.00 delivery fee charged for each delivery?
A: You will only be charged a flat rate of $15.00 each week Monday through Sunday whether you get one delivery or two. (If you start our service on a Weds/Thurs delivery you will be charged the $15.00 as well as the following week.)

Where do you deliver?
A: We deliver throughout Orange County, Los Angeles County, San Diego County and Riverside County. We can also ship anywhere in California, Arizona and Nevada overnight. This will be a different delivery time if it is shipped. Please contact customer service (888-396-3257) for more information. We do not offer delivery or shipping out of California, Arizona and Nevada at this time.

Will you deliver if I’m not home?
A: We are happy to make arrangements to leave your meal delivery at your home while you are not there.  However, Susan’s Healthy Gourmet is not responsible or liable for any order once it has been delivered.

Do you provide coolers?
A:
Yes. As a courtesy to ensure freshness, we will leave your meals in a Susan’s Healthy Gourmet cooler with ice packs.  You will see a charge of $10 added to your first order with us. This charge includes supplying coolers and ice packs for the duration of your services with us. We do expect our customers to return any coolers not in use and to place your current cooler outside before any deliveries. The coolers are not to be disposed of. We will replace them if need be upon delivery. Coolers should be considered a temporary solution to keep your food fresh until you return. Coolers do not replace refrigeration. Food absolutely must be refrigerated within 4 hours if left in a cooler. You are welcome to leave your own cooler, if this works better for you. Regardless you will still be charged the one time $10 fee.

About Ordering

It’s my first time ordering with Susan’s Healthy Gourmet and I’ve got lots of questions. What should I do?
A: Our Customer Service Representatives are put through a rigorous training process to be able to answer all your questions. Are you not quite sure how the ordering and delivery of meals actually happens? Are you not sure how many meals to order? Would you like to know the differences in portion sizes at the different daily calorie levels? They will be happy to walk you through your first order, tell you about our seasonal specials, and go over the ingredients as well as the nutritionals for all of our meals. They will also confirm your pick-up/delivery location, explain about our cancellation policy, and handle your special requests. You can e-mail us your questions at info@susanshealthygourmet.com or call us at 1-888-EZ-MEALS (1-888-396-3257)

Can I order a package starting Thursday?
A: No. Unfortunately, you cannot start a package halfway through the week. You must order starting on Sun/Mon for either 5 days or 7 days. A solution to ordering mid-week would be to order from the "Your Choice" (aka Pick n' Choose) menu and begin the package order the following week.

Can I cancel a package halfway through the week?
A: Packages cannot be cancelled halfway through the week. They must be cancelled 48 hours before the Sun/Mon delivery.

What if I need to place a late order?
A: Usually we can accommodate late orders. Guaranteed orders and delivery must be placed by 2pm on Wednesdays and Saturdays. Late orders are accepted but will not be delivered until the next business day. To place a late order, simply order and pay as normal. Or you can leave a message for our Customer Service Staff with the menu items you'd like to receive. Once your order is submitted, you’ll receive a call from one of our friendly customer service representatives who will confirm the order was received, the meals you ordered are available, and your scheduled delivery date. Please note that all confirmation calls are made during normal business hours (M-F 8am-5pm). If, for some reason, we cannot process your order, a refund will be given promptly. For further information or questions please call 1(888) EZ-MEALS (1-888-396-3257).

If there is something I don’t like, can you replace it?
A: We always try our best to accommodate our customers, however substitutions cannot always be made.  We are unable to substitute main dishes. If you would like to substitute a side dish, please let us know and we will do our best to make arrangements. Unfortunately, we cannot guarantee any substitutions. We cannot substitute or remove items in meal packages. If you would like to substitute an item in your meal or have a dietary restriction that requires substitution, please contact our Customer Service Department and we will be happy to assist you in planning and/or ordering your meal.  1(888) EZ-MEALS (1-888-396-3257)

I thought I placed my order on time and did not get the substitutions/deletions I requested why is that?
A: If an order is not received by Tuesday at 3:00pm or Friday by 5:00pm, substitutions are not able to be made.

Do I have to order every day? Do I have to order all three meals a day?
A: Order just what you need, when you need it!  At Susan's, we have no contracts and no minimums. This means you can order one meal a week or you can order three meals a day, seven days a week!

What do I do if I want to add something to my order after it has been confirmed?
A: If you would like to add additional items to your order after it has been confirmed, all you need to do is simply place a new order for the additional items.  They will be added to your delivery provided you  order from the same week and select the same delivery option upon checkout.

What do I do if I need to cancel or revise my order after it has been confirmed?
A: If you need to cancel or revise an order after it has been confirmed, please call our Customer Service Department at 1-888-396-3257 and we will be happy to credit you the amount to use toward  your next order. You must cancel 48 hours in advance.

About Our Meals

Do you have dairy free meals?
A: We do not have dairy free meals at this time.

Do you have an allergen free facility?
A: No. Although we take pride in our ability to customize meals to meet a variety of dietary restrictions, our facility does process food known to cause allergic reactions in some people. These allergens include but are not limited to: nuts, tree nuts, berries, gluten, wheat, dairy, eggs, and shellfish. We cannot guarantee that any meal is completely allergen free.

Do you use locally grown and/or organic ingredients in your meals?
A: Whenever possible we work with local farmers to include organic ingredients in our meals.

Do Susan’s Healthy Gourmet meals meet important daily Nutritional Guidelines?
A: Yes! We are proud to say that a complete day's meals from Susan’s Healthy Gourmet meet or exceed the daily nutritional guidelines recommended by the American Heart Assn., the American Cancer Society, and the American Dietetic Association. These guigelines are: Fat - 30% or less, Saturated Fat - less than 10%, Fiber - 15-20%, Cholesterol under 300 mg, and Sodium ranging from 1,100-3,300 mg.

Is Susan’s microwavable packaging BPA free?
A: Yes! All of our packaging is BPA Free and is completely recyclable.