Questions and Answers


  • What is this woolly stuff around my chilled ingredients?

    It's Woolcool! Woolcool is a sustainable and highly effective natural insulation material that is made out of sheep’s wool. Be sure to leave your Woolcool out for your delivery driver to collect when you get your next box and we’ll recycle it. For those of you on our regional delivery service, we are unable to collect your Woolcool at this stage, but it is 100% compostable, simply remove the protective outer layer and pop it on your compost.

  • Where do you deliver to?

    We currently deliver to Whangarei, Auckland, Hamilton, Cambridge, Matamata, Tauranga, New Plymouth, Rotorua, Hawke’s Bay, Gisborne, Whanganui, Palmerston North, Wellington, Nelson, Blenheim, Christchurch, Ashburton, Timaru, Dunedin, Mosgiel, Queenstown and Invercargill areas. There are a few suburbs in these regions that we might not deliver to. Simply complete our short order form online to find out if we can deliver right to your door. We have also opened additional regional areas which means we can deliver to even more of New Zealand (excluding RD addresses). These deliveries will happen between 7am and 5pm on Monday's.

  • Can you deliver to my work?

    Absolutely. If you live outside of our delivery areas, getting My Food Bag delivered to your work is a great option. Just make sure there is enough room in the company fridge!

  • What happens if i’m not home when my delivery arrives?

    If you’re not home when we deliver, our driver will follow your delivery instructions or will leave your Food Bags in a secure location away from the elements to keep it safe. Be sure to pop your ingredients in the fridge as soon as you get home and be aware that we can take no responsibility for your Food Bag after it has been delivered.

  • If i’m not at home when you deliver and the produce deteriorates on my doorstep- will you refund or replace my food bag?

    No, it is your responsibility to be home when we deliver. Our delivery times have been created to enable you to be home to receive order. You will also receive a txt once your Bag has been dropped off, so you can race home to pop it inside.

  • What days do you deliver?

    Our delivery days are Sunday or Monday depending on your location. Our main delivery day is a Sunday afternoon and evening, however for some suburbs in Auckland and Wellington we are able to offer a Monday afternoon. With our regional service, we deliver on Mondays between 7am-5pm. Please note: with our regional delivery service, there are some public holidays we may not be able to deliver on. We also will not be delivering our My Christmas Bag to our regional network service.

  • You don’t deliver to my suburb or city, what can i do?

    Good news is that we are always expanding our delivery zone, so get in touch with us for more information, or to register your interest for a particular area, so that we can let you know as soon as we do start delivering there.

  • What happens if I want to change my address or delivery timeslot?

    No worries! You can update your details by logging in to your account and changing the details for your delivery. You just have to make sure that any changes are by Wednesday at 10:00 pm for the up-coming weekend. Please note: with our regional service you will only have the one 7am-5pm timeslot.

Fresh Start

  • What is the Fresh Start Programme?

    The Fresh Start Programme is an optional extra that can be added onto your Fresh Start subscription. It offers extra support, weekly tip and tricks and on-going incentives to help you achieve your weight loss goals. Its optional to add on the Programme, and if you sign up in June you'll receive our Kickstart Pack valued at $39.99 FREE (while stocks last).

  • How long will it take for me to lose weight?

    We do the hard work to make sure your meals are perfectly portioned and taste incredible. All you need to do is cook and enjoy! Sticking to the Fresh Start programme for 12 weeks is key to ensuring you see weight loss results - but the meals are so delicious, we're sure you'll want to keep going!

  • What ingredients will I need to buy myself?

    Each week there are a few basic ingredients you’ll need to source yourself, we call these our Pantry Staples. Sometimes there can be hidden ingredients in these items such as refined sugar, so be sure to keep an eye on the ingredient lists of the pantry staples that you choose.

  • How many calories should I be eating?

    To achieve weight loss, we recommend 1,200 – 1,500 calories per day for women and 1,500 – 1,800 calories per day for men. Each of our Fresh Start meals is 450 calories or less, meaning that our meals provide approximately 35% of your daily required calorie intake.

  • How much weight can I lose?

    The best rate of weight loss is 0.5 – 1kg per week. The specific amount of weight that you lose will be unique to each person, and you may find that you lose a bit more or less than that. This can be dependent on your starting body composition.

  • Are your meals low sugar?

    Our meals are free of refined sugar. We work closely with our suppliers to ensure no refined sugar makes its way into any of our sauces and/or ingredients.

  • Are your meals low carb?

    Our meals all have reduced carbohydrates and focus on minimally processed carbs like kumara and brown rice.

  • Should I eat a Gluten-Free diet?

    If you wish to eat a Gluten Free diet, you will find that the Fresh Start meals can be adapted easily to suit your choice. Meals that are low in gluten are marked "Gluten Lite" and we’ll let you know what you need to omit or swap to make the meal free of gluten.

  • Should I eat a Paleo diet?

    We recommend a balanced diet, as that is what is more likely to be sustainable for you in the long term. If you want to follow a Paleo diet, you'll find your Fresh Start meals can be adapted easily as they are full of fresh veggies and lean meats.

recipes and ingredients

  • Can I choose what meals and recipes I receive each week?

    You can see the recipes for a week before orders are confirmed. If you see a meal that isn't to your liking, you could switch bags or with bags that offer Swap to Suit (Classic 5, Family and Classic For Two) you can choose to swap up to 2 meals per week if you upgrade your subscription.

  • What type of food can i typically expect in a my food bag delivery?

    We ensure you’ll typically get one red meat, white meat, fish each week and one vegetarian meal a fortnight, depending on which bag you're subscribed to. You will get all of the ingredients you require to cook our delicious recipes, minus a few basic staple pantry items like butter, oil, salt, sugar and milk.

  • How long does each recipe take to cook?

    Our recipes typically take between 20-45 minutes and don’t require fancy equipment. Our recipe cards will also tell you how long each recipe takes to prepare and cook.

  • What food items do i need to have to make each meal?

    Each Tuesday before your delivery is due, you'll receive an email from us letting you know what the menu is for the upcoming weekend and a list of pantry staples, which are items that we don’t supply that you'll need to make each meal. They're usually common pantry items such as oil, butter, salt, pepper, milk etc.

  • Will i always receive new recipes?

    Our recipes evolve with each season to ensure you can take advantage of the freshest produce at the time. Mostly you’ll get new and exciting recipes every week. However you can let us know how much you enjoyed each recipe by logging in to your account on our website and rating our recipes online. Our extra popular recipes might reappear later in the season.

  • Where are all of your produce and ingredients from?

    Our quality ingredients are sourced locally wherever possible. We choose free-range, sustainably farmed products and our menus are designed in line with the seasons to allow us to use the freshest produce possible.

  • Is your meat and poultry free range?

    Our red meat and poultry is free-range, and our pork is free farmed. Any duck is sourced by suppliers who use ethical farming practices.

  • How long will the ingredients in my food bag last?

    Since our food is always sourced, packed and delivered fresh each week it has a good shelf life. Some food lasts longer so we plan your meals over each week to ensure maximum freshness. While our meals can be frozen, we recommend following our suggested dinner schedule to ensure the freshest meals possible. We also include best before dates for all of our main ingredients.

product and nutritional information

  • What bag is right for my family?

    If you are stuck for what Bag is right for your household, get in touch with one our lovely foodies and we can go through with you the different options and figure out what would suit you and your taste buds best.

  • What are your serving sizes?

    Our nutritionists and recipe developers follow the plate model to reflect the number of serves designed for each Bag when designing your meals - this is typically ½ plate non-starchy vegetables, ¼ protein and ¼ carbohydrate source. Serving sizes can vary by individual and our ‘Suitable For’ suggestions are a guide only eg. Express Bag can be suitable for 2 adults and 2 kids, or a 3 person household (with some leftovers). Our Customer Love team are happy to help you decide which bag will be suit your family, just call 0800 469 366.

  • I can't see a bag that suits my needs, can I still get a delivery?

    We are unable to change our Bag options, but do get in touch with our Customer Love team and they are more than happy to help you figure out what Bag would suit your requirements best.

  • Do you have any extras that I can add to my delivery?

    Absolutely! We have some great options that you can add - Gourmet and Family Fruit, Lunch Boxes and Heat & Eat meals. As these are extras you can only order these with your regular Food Bag delivery.

  • Do you provide nutritional information for each meal?

    Yes we definitely do. At the bottom of each recipe card we supply the total calories, carbohydrate, protein and fat amount per equal portion for the meal.

  • Do you cater for any dietary requirements or allergens?

    At this stage we are unfortunately unable to provide customised bags. We do have a lot of other customers that can’t eat some foods due to allergies or religious reasons. Many of them find it super easy to tailor the meals around their dietary needs. Unfortunately we can’t remove or replace any foods that you can’t eat, however you can substitute this yourself and if you are ever stuck about what to replace something with you can always flick us an email and we can get some suggestions from our lovely test cooks. We do also let you know at the bottom of each recipe, if a meal is gluten or dairy free. Typically we include one vegetarian per fortnight in each Bag.

orders and account details

  • Do you have a Christmas Bag?

    Yes we certainly do, however we only have a limited number for these, so when they are released around October/November make sure to get in quick as numbers are strictly limited.

  • What if I need to update my card details?

    Not a problem! Simply login to your account and click on My Payment Details. From there you can click on Update and enter in your new card details.

  • What happens if I'm going away or on holiday and don't want a delivery?

    If you are heading away on holiday you are able to skip or stop your deliveries, which you can do by logging in to your My Food Bag account. You just click on the ‘Skip Delivery’ button and following the instructions from there. You just have to remember that you need to skip any delivery by Monday at midnight for the up-coming weekend before your order is locked in.

  • Can I gift someone My Food Bag?

    Yes definitely, you can purchase a gift voucher for a dollar amount ranging from $20-$1000. Just click on the link to purchase a voucher. You will receive the voucher as a pdf via email, which you can then gift to the lucky recipient.

  • Can I cancel my order at any time?

    Yes, absolutely! We don’t do contracts, penalties or minimum orders. Just remember that our cut-off date for skipping your next week’s Food Bag is midnight on Monday. To order, skip or stop your Food Bags just login to your account online and follow the instructions.

  • Where do I enter my gift voucher?

    If you are new to My Food Bag you can click on the following link- to redeem your voucher. If you already have an account with us just login to your account and click on the Redeem a Voucher button and you can use this to credit your account.

  • My payment didn't go through, what can I do?

    If your regular payment has not gone through, you can either login to your account at and make a manual payment by clicking on the red box at the top of your screen, or we will process your payment again on our second billing round on Friday morning.

  • How do I place an order?

    It is really simple! Go to - and follow the instructions to place an order. It is really easy to follow and will only take a few minutes. The cut off day and time for ordering is on the Monday (at midnight) for the upcoming Sunday delivery. If you want to order after this time, get in touch with our Customer Love team to see if there are any spare bags available.

  • I just want to try out and don't want to commit just yet, can I get a one-off delivery?

    Whilst our service is subscription based, we do offer the ability to skip upcoming deliveries or remove your subscription at any time. This means that it is really simple for you to make your first delivery a one off, and if you would like to continue with us this can be done just as easily. Once you have signed up simply login to your account at and then skip your next delivery or remove your subscription before the Monday midnight following your first delivery. This is a great way to give us a go to see if it is right for you family.

  • How do you take payment for My Food Bag?

    Payment is made securely only by credit or debit card using DPS. Credit or debit card is currently the only method of payment. Payment for your regular Food Bag delivery is made on the Tuesday morning after our Monday at midnight cut-off. If your payment is not successful on this attempt, then we will attempt your card again on our second billing cycle which is on Friday morning.

feedback and customer enquiries

  • Something isn't quite right with my delivery, what can I do?

    While we do our absolute best to get everything right, if there is something that isn’t quite right you can call, email or webchat us and one of Customer Love team will get back to you within 24hrs.

  • How can I contact the My Food bag team?

    You can either give us a call on 0800 469 366, send us an email at [email protected] or flick us a message on our web chat via the website. We will get back to via email within 24hrs.

Swap to Suit

  • What is Swap to Suit?

    Swap to Suit is a personalised service that enables you to swap meals to suit your family's tastes and preferences. This means that on our Family, Classic 5 Night and Classic For Two bags you now exclude certain proteins and swap up to 2 meals per week.

  • With Swap to Suit, which proteins can I exclude?

    You can choose to omit White Fish, Salmon, Vegetarian and “Pork Primal” from your deliveries. Pork primal includes 100% pork cuts like pork rump and pork mince, but you may still receive sausages and grinds that contain pork and you may also receive bacon. We have tried to offer the greatest amount of flexibility possible, and the proteins we have chosen are based on customer feedback and recipe ratings that have helped us understand which proteins are the least and most popular. We’ll make every effort to exclude the proteins you select, however, from time to time, we may supply excluded proteins as a result of product quality or stock availability.

  • What is the charge for Swap to Suit?

    Swap to Suit is an upgrade to your subscription that costs $5 per week. This upgrade allows you to set and forget your protein preferences and swap up to two recipes each week if you choose.