FAQ FAQ

FAQ

SECTIONS

About Us & Contact Information

How do I contact you?

During business hours, you can call us on 0410 156 657 or pop on live chat on the bottom of the screen. Alternatively send us an email at home@thr1ve.me and we will get back to you within 48 hours.

What makes THR1VE ready meals different?

Our mission is to make clean, nourishing and delicious food. To do this, we make our meals from real food. This means fresh seasonal produce, quality proteins and no added chemical nasties. Our meals are chef-designed and nutritionist-approved, so you know they’ll taste great and be nourishing, too.

How To Order

How do I get started?

If you’d like to shop our full menu, add the items to your basket and proceed to the checkout. Alternatively, add a meal plan to your cart if you have a particular goal in mind. You can purchase with credit card, debit card and PayPal.

Do I need to sign up to a contract?

Definitely not! However, if you would like to receive regular orders we do have a weekly or fortnightly subscription service you can sign up to. If that’s not for you, simply order what you want, when you want, with our one-off order option. You can select between these options at the checkout.

What is the minimum order requirement and delivery charge?

We offer free shipping on all orders over $49 (excludes Gift Vouchers). This minimum spend has been set so that you can order for the week, every week or just as needed. To try a single meal, you can find a limited selection of our range in selected Woolworths Metro stores.

How do I make payment?

Payment is easy. Enter your credit card details using our secure online system or checkout using Paypal. If you are using a gift voucher, enter the code received in the right hand side of our checkout and click ‘apply’.

What happens if I miss the order cut off?

Place your order as usual and we will ensure you are included in the following delivery run. If you can’t wait till then, visit your closest Woolworths Metro store to stock up on dishes from our range. You can see our list of Woolworths Metro locations here.

Product Information

Do your meals arrive fresh or frozen?

All meals arrive fresh to your door and can be frozen before their expiry. We recommend that our meals are consumed fresh, but if you can’t get to any before the use by date just pop them in the freezer for a later date.

What are the cooking instructions?

At THR1VE, we know how precious time is, so we have made preparation as easy and convenient as possible. Simply microwave for 2-3 minutes or you can heat on a stovetop for 8-10 minutes. Stovetop is recommended for beef dishes. Always check the packet as some heating times do vary.

What allergens are in your products?

You can see the full nutritional details of all our items when you click into the chosen item. Even though an item may be listed as free from as a direct ingredient, please note that we cannot guarantee against cross contamination. Be sure to check with us if you are unsure.

Are all ingredients chemical and hormone free?

Absolutely. Not only are all products chemical and hormone free, the chicken is RSPCA-approved, the beef and lamb are grass-fed and we only use cage-free eggs. Our ingredients are locally sourced where possible, ensuring no compromise on freshness and taste.

Why is shelf life only 4-7 days in the fridge?

Our meals are delivered fresh. We avoid adding chemicals or using modified packaging with harmful gas to extend shelf life. This is why our meals have a shelf life of between 4-7 days. Check the expiry date on the packets, as these dates do vary. You may choose to freeze some of our ready meals. To make this easier for you we have marked on the individual labels which meals are better suited to freezing.

Delivery Information

What areas do you deliver to and when?

You can check when/if we deliver to your postcode using our postcode checker on our delivery information page, here. If you can’t find your postcode, stay tuned because we will be expanding this reach very soon. Currently, we have these delivery windows available:

NSW - Sunday & Monday delivery
NSW - Wollongong - Monday Delivery
NSW - Central Coast - Tuesday Delivery
VIC - Sunday & Monday delivery
VIC - Regional Tuesday delivery
QLD - Monday delivery
ACT - Monday delivery

Do I have to be at home when my order arrives?

If you can’t be home to receive your order, we have you covered. Your delivery will generally be left at your front door or gate unless you have advised a specific location in the delivery notes when placing your order. Our meals and snacks are delivered in a biodegradable insulated box with ice, which can hold temperature for up to 6 hours. We advise that you mention in the delivery instructions to leave the box in a cool dry place, which is not in direct sunlight. If no one is available to receive the delivery, our drivers will almost always send you a photo of where the order was left so you can easily locate it on your return. We recommend checking this photo when you receive it, just to double check it is safely at your door.

When will I receive my product?

Simply order through our website before Thursday at midnight for delivery Sunday through to Tuesday (depending on your location – see above). Your delivery day will vary depending on your postcode and preference. You can check your next available delivery day on our delivery info page.

What time will my order arrive?

Unfortunately, at this stage we cannot guarantee delivery times. Your order will arrive in your selected window: either 8am-6pm or 1am-7am. This will also be stated on your confirmation email. Please don’t hesitate to get in touch with our customer service team on the day of delivery for an estimated time of arrival. While our drivers will endeavour to deliver during the above timeframes, we cannot guarantee a specific delivery time as traffic, accidents, school zones, weather and other such incidents can delay deliveries. Please also note our delivery times may vary from week to week as routes change weekly.

Issues With Your Order

What happens if I receive the incorrect order or item?

Call us on 0410 156 657 or send us an email and photograph to home@thr1ve.me if there are any issues with your order on arrival and we will do everything we can to rectify the situation.

What happens if my order didn’t arrive?

If for any reason you don’t receive your order, please contact us immediately so we can investigate. Call us on 0410 156 657 or send us an email at home@thr1ve.me.

How do I cancel my order?

We understand that sometimes unexpected situations can occur, so if you do wish to cancel your order, please contact our friendly customer service team on home@thr1ve.me. Cancellations can only be accepted between Friday and Monday for delivery the following Sunday and Monday.

How do I contact you?

You can call us on 0410 156 657 or pop on live chat at the bottom of the screen (Sun-Fri, during business hours). Alternatively, send an email to home@thr1ve.me. All customer queries will be responded to within 48 hours. If you are following up on a delivery after hours or on a Sunday, it is best to give us a call or SMS so we can get back to you straight away.

Subscriptions & Rewards Program

How does subscription work?

If you would like to receive a regular THR1VE order, we’ve got weekly and fortnightly options. Pop everything you want to receive on a regular basis into your cart. When you check out, make sure you click the ‘weekly’ or ‘fortnightly’ button.

If I am going away how do I pause my subscription?

Simply log onto your THR1VE account here. This account shows your order history and also allows you to pause, cancel or edit the order and edit your payment method. Make sure you pause before Tuesday, a week prior to your delivery.

How far in advance do I need to pause or edit my subscription?

Our subscription orders are placed in advance, so our production team can start searching for the freshest available produce. Payment is automatically processed on Tuesday, just before midnight, for the following Sunday/Monday/Tuesday delivery. Make sure you get any changes in before Tuesday, a week prior to your delivery.

Why sign up?

Subscribing to a regular delivery makes healthy eating effortless! We also think healthy habits should be rewarded, so all of our subscribers will gain access to our rewards program. As part of this, subscribers receive rewards on the reg! Find out more here.

How do I edit my subscription?

Log in here using your email and THR1VE password. Under the subscription summary there is an edit subscription button. Click this and you can add, delete or swap out any items. Just be sure this is done the Tuesday before your delivery is due.

When will the next payment be taken?

We bill all weekly and fortnightly subscriptions on Tuesday at midnight. If this is unsuccessful, we will attempt to bill again on Wednesday at 3pm. New subscriptions and one-off purchases can be created anytime up until Thursday at midnight in order to be delivered on Sunday, Monday or Tuesday – depending on your area. Tip: If you received a payment error email after Wednesday at 3pm and your order was not processed, you can create a one-off purchase before Thursday midnight in order to get your meals in the next available delivery window.

What happens when I swap out an item?

After you have swapped out an item we will reach out to our kitchen and packing teams with the updated order. Simply ensure the change is made (and saved) the Tuesday before you are scheduled to receive the delivery.

How do I cancel my subscription?

We're sad to see you go! Remember - before cancelling, you can always pause a subscription if you plan on coming back to it at some point. Log in here using your email and THR1VE password. Under the subscription summary there will be a pause / cancel button - click this and your status will change to "paused / cancelled". A confirmation email will also be sent to your email address on file, but if you are unsure please don't hesitate to send us a screenshot and we can confirm.



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