What eligible NDIS participants do Youfoodz support? 

At this time we support eligible self-managed and plan-managed NDIS participants. If you are eligible, to place an order please see the instructions below:

Self-managed: to place an order simply create an account on care.youfoodz.com, pick your meals and pay the full amount upfront. After ordering, Youfoodz will send you an email with your tax invoice to claim meal preparation and delivery costs through your NDIS plan.

Plan-managed: to place an order call 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST). Then choose a suitable plan, receive and return your meal plan Service Level Agreement (SLA) document, then activate your account. From here you can log in to select your meals and delivery preferences and pay 100% upfront for each delivery when placing your order. We'll email you a tax invoice after each delivery, which you can use to claim a reimbursement.

Agency managed: At this time, we do not support agency managed orders. However, our team is actively exploring ways to introduce this capability in the future. We appreciate your patience and interest as we work on enhancing our services.

How do I register to have NDIS meals delivered?

Visit care.youfoodz.com to sign up, or reach out to our Customer Care Team at 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST). We're here to assist with your registration and ensure you're up and running in no time. See below for more information on what eligible NDIS participants we support. 

What benefits does Youfoodz offer to individuals enrolled in the NDIS?

• New meals weekly - 40+ options to choose from each week including new meals 
• Fresh never frozen - Made and delivered fresh
• Healthy and tasty - Enjoy a perfect balance of healthy and tasty meals
• Flexibility - No contracts or membership fees required, giving you the freedom to order as needed
• Convenience - Benefit from our hassle-free delivery service, delivering meals directly to your desired locations.
  

Is there a lock-in contract for NDIS participants?

As NDIS participants, you enjoy the flexibility of ordering Youfoodz meals without lock-in contracts, allowing you to order whenever it suits you, without any commitments.

To place an order simply create an account on care.youfoodz.com and pick your meals. Please note that this flexibility is specific to NDIS participants who are not meal plan customers. If you are interested in finding out more about meal plans please contact our Customer Care team 7 days a week, 7am-9pm (AEST), via phone on 13 MEAL (13 6325)

What is the process for ordering if I am a self-managed participant?

If you are a self-managed participant, ordering is easy! To place an order, simply create an account, proceed with your selection of meals and pay the full amount upfront for each order. Upon confirmation, you'll receive an order confirmation email along with an invoice, which you can then use to claim a 70% reimbursement through the NDIS. For further assistance or information, please reach out to the NDIS directly via phone at 1800 800 110, email at enquiries@ndis.gov.au, or visit their website at www.ndis.gov.au.

Do you offer plan-managed services?

Yes! Plan-managed NDIS participants can order meals with us. When ordering, simply pay 100% upfront for each delivery when placing your order. We will email you a tax invoice the next business day after each delivery, which you can use to claim a reimbursement from your plan manager.

Do you provide agency-managed services?

No, we are not currently a registered NDIS meal provider. However, self-managed and plan-managed participants have the option to choose Youfoodz as their preferred meal supplier through self-service. We are looking to add agency-managed services in the future.

Are you a registered NDIS meal provider?

No, we are currently not a registered NDIS meal provider. However, self-managed and plan-managed participants have the option to choose Youfoodz as their preferred meal supplier through self-service or through a service level agreement (SLA).

Do you offer plans for special dietary needs?

At this time we do not cater to special dietary needs such as keto, paleo or low carb. Regarding any dietary needs, we recommend you check the menu on our website to see all the ingredients used in your meal choices plus nutritional and dietary information. Click here to see our current menu.

How many meals do I have to order?

Depending on your needs or plan, you may be able to order as many meals as you want. However, we have a minimum order value of $49.99 in place.

Can I make phone orders?

Yes! You can now make orders via phone by calling our dedicated line on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST).

Can I order through an app?

At this time, our NDIS programme is only available through our website at care.youfoodz.com or by calling our Customer Care Team at 13 6325 (13 MEAL), Monday - Sunday, 7am-9pm (AEST).

Can I buy Youfoodz in store?

While Youfoodz is available for purchase in-store, please note that you won't be eligible for the NDIS reimbursement. In-store receipts may lack the necessary information required for reimbursement.

How long will meals last for?

Since our meals are cooked in-house using fresh ingredients and delivered fresh, not frozen, use-by-dates vary. We always recommend checking the use by date printed on the film on the top of the meal before consumption. Some snacks and drinks will have a longer shelf life, but always check the use-by-date before consumption.

One of my meal containers arrived damaged. What should I do?

If a meal item arrives damaged, we recommend that you don't consume the product. Reach out to our Customer Care team 7 days a week via phone on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST) and they'll be able to assist. 

How do the meals stay fresh?

Our team of chefs work around the clock, cooking the ready-made meals you know and love. They’re then sealed using a combined process of vacuum sealing and Modified Atmosphere Packaging (MAP), which helps to keep ingredients fresh for as long as possible.

An item is missing from my order. What should I do?

We'll always let you know ahead of time if we're not able to fulfil your entire order, however, if something is missing and you still haven't heard from us, please reach out! Contact our Customer Care team 7 days a week, 7am-9pm (AEST), via phone on 13 MEAL (13 6325) or visit our contact page here.

What type of meals do you offer?

We offer a variety of meal options. Choose what you prefer from our categories: Everyday Healthy, Calorie Smart, High Protein, Upsized, and Vegetarian. No matter what your goals or dietary requirements are, we have something to suit your taste.

How large are the meals in the Upsized range? What is Upsized?

We’ve listened to customer feedback and developed a range of meals that are larger in size than our regular sized Youfoodz meals. The meals in our Upsized are at least 400 grams in total weight, and often higher in protein than other regular sized meals. Always check the website or meal sleeve for the most up to date nutritional information. Try them today by adding them to your weekly meal plan!

Where can I leave feedback on my meals?

We love hearing your feedback! In fact, we use it in the recipe development process to ensure our recipes are always to your liking. After your meals have been delivered, you will receive an email requesting your feedback. Additionally, you can provide feedback via the feedback form on our website or reach out to us 7 days a week via phone on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST).

Do I need to be home to receive delivery?

No, you don't need to be home at the time of the delivery. When confirming your order, you can provide us with instructions on what to do if you're not at home to accept your delivery. Just pick a day, and our delivery driver will drop the box at your door or wherever you specify in your 'Delivery Instructions' between 8am and 6pm. Our boxes have been specially designed to keep your meals cool for up to 8 hours.

Do you offer next-day delivery?

We currently don't offer delivery to customers within a 24-hour period. With all of our meals being cooked in-house, we need some time to prepare and deliver them fresh to you. We offer a variety of delivery days and times for you to choose from, which vary depending on your location.

Where do you deliver?

We currently deliver to areas in New South Wales, Victoria, Queensland, South Australia, Western Australia, Tasmania, Northern Territory and The Australian Capital Territory (ACT)

New South Wales (NSW): Albury, Armidale, Central Coast, Central West NSW, Coffs Harbour, Newcastle, North Coast NSW, Northern Rivers, South Coast NSW, Southern Highlands, Sydney, Tweed Heads, Wollongong.

Victoria (VIC): Ballarat, Bendigo, Gippsland, Melbourne, Mildura, North VIC, North-West VIC, Shepparton.

Queensland (QLD): Brisbane, Bundaberg, Cairns, Gladstone, Gold Coast, Hervey Bay, Mackay, Rockhampton, Sunshine Coast, Toowoomba, Townsville.

South Australia (SA): Adelaide.

Western Australia (WA): Bunbury, Perth.

Tasmania (TAS): Burnie, Devonport, Hobart, Launceston.

Northern Territory (NT): Darwin.

Australian Capital Territory (ACT): Canberra.

If you want to check if we deliver to your area, don't hesitate to contact Customer Care team 7 days a week, 7am-9pm (AEST), via phone on 13 MEAL (13 6325) or visit our contact page here.

What time will my order be delivered?

Based on your postcode and delivery date, you can select which delivery time window you prefer between 8am and 6pm.

What if I live in a gated complex or high-rise building?

We deliver to large numbers of apartment buildings each week without any trouble. We just have a few tips to make sure your box gets to you safe and sound: Speak with your building manager about the measures in place around deliveries for residents. Add delivery instructions to your Youfoodz account (for example: 'Please buzz unit 123'). If you select a night-time delivery window, please make sure there's somewhere safe for your driver to leave your box and be aware that they won't call or buzz your apartment as they won't want to wake you up.

How can I see when my delivery is arriving?

Every time an order is on its way, we'll send you a notification with access to tracking information which includes a delivery window. The tracking will update throughout the day as the driver completes deliveries. We'll also let you know when your order has been successfully delivered, just in case you're not home to receive it. For whatever reason, if your order is delayed in getting to you, we'll also let you know.

Do you provide tracking information?

Yes, we'll send you a link via SMS with tracking information every time an order is on its way.

When do you deliver?

We deliver around the clock, 7 days a week. We offer a variety of delivery days and times for you to choose from, which vary depending on your location.

My box is late. What should I do?

In the event that you experience an issue with your delivery, please reach out to our Customer Care team so that we can assist right away. You can find our contact details here. Please include your name, order number (found on your invoice) and any specific information about your delivery issue that will help the team to provide a resolution as quickly as possible for you. We're here to help!

I didn't get my box. What should I do?

We're so sorry to hear your box didn't arrive. We'd love to help with this. Please reach out to our Customer Care on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST) or visit our website here.

My box arrived damaged, what should I do?

We're so sorry to hear your box arrived damaged. We'd love to help with this. Please reach out to our Customer Care on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST) or visit our website here.

Where is my box packed?

All of our meals are cooked in-house at our kitchen facility in Brisbane, Queensland. Where your box is packed, will depend on your location. We distribute our meals around the clock to each state and before you know it, your order is being packed by hand and delivered to you fresh.

Can I get an SMS upon delivery?

Absolutely! Every time an order is on its way, we'll send you a notification with access to tracking information which includes a delivery window. The tracking will update throughout the day as the driver completes deliveries. We'll let you know when your order has been successfully delivered, just in case you're not home to receive it. For whatever reason, if your order is delayed in getting to you, we'll also let you know.

My usual delivery day isn't available

Delivery days and times available to you vary depending on your location. We offer a variety of delivery days and times for you to choose from.

What delivery windows are available?

Delivery days and times available to you vary depending on your location. We offer a variety of delivery days and times for you to choose from.

Can I pick up my order directly from Youfoodz?

Sorry, we're not able to offer collection services.

Can I request contactless delivery?

Our drivers will conduct contactless deliveries. We recommend adding a delivery instruction when ordering to specify where you would like the box left, or alternatively, requesting them to knock or buzz on arrival. This should ensure a smoother delivery that meets your expectations.

What delivery service does Youfoodz use?

Youfoodz uses Be Cool Refrigerated Couriers Group as our delivery service.

Where will the delivery driver leave my box?

Please choose a safe delivery spot that does not require our drivers to make contact with you. Ensure your instructions are clear and concise. The delivery spot should be well-lit, have unobstructed pathways, and be free from pets. For safety reasons, our drivers will not enter if dogs are present.

I have a long driveway/I live rurally. Will that be an issue?

Rural driveways will be accessed at the driver's discretion. Unfortunately, unpaved, long, dimly lit, and steep driveways all present an increased risk of our vehicles getting stuck, so our drivers are encouraged to be cautious. As a rule of thumb: If we cannot see the house from the road, we will leave at the safest spot near the road.

Will I be contacted when my night-time delivery is made?

Customer contact during night-time deliveries is highly unlikely, even if you request it. Our drivers will never ring your doorbell or enter an apartment complex during an overnight delivery window.

Can I get my box delivered to a business address?

Yes, you can. Please make sure you select a daytime delivery window for any deliveries addressed to a business. This makes it much easier for our drivers to deliver your box to your designated delivery location. If your business is closed, our driver will not deliver your box. Please also ensure that your business name is included in your delivery instructions to provide additional help for our drivers.

Will my delivery be left at my front door?

Our drivers will deliver your box to your front door by default. If you want your box left at an alternative location, you may provide alternative delivery instructions. If your alternative instructions cannot be followed, the driver will leave your box at your front door.

Can my box be left at my back door?

Our drivers will not deliver your box to a back door at any time.

I live in an apartment complex. Will my box be delivered to my unit door?

When possible, our drivers will take your box to your unit door. If your unit door is inaccessible, or if you’ve chosen a nighttime delivery window, the driver will leave your box beneath the intercom of your apartment complex.

Can my box be left inside my garage?

Our drivers will never enter your property, including opening your garage door or entering your garage. Your delivery spot must be easily accessible and located outside, at the front of your home.

Can my box be dropped over my fence?

Our drivers are instructed to handle boxes with care and cannot drop boxes over any fence.

Can I recycle the packaging?

Here’s everything you need to know about how to dispose of items correctly.

Cardboard Box: Can be recycled in your kerbside recycling bin at home or reused for storage, moving house – even activities for the kids.

Ice packs: Our ice packs can be reused for things like picnics, eskies, lunch boxes and first aid kits. Should your freezer be full, defrost the ice packs, empty the non-toxic gel down the sink and dispose of the soft plastic in the bin.

Meal sleeve: Can be recycled in your kerbside recycling bin at home. On the back of the meal sleeve, you can find clear instructions in line with the Australasian Recycling Label (ARL), about how to recycle or dispose of other meal-related items including the tray and film sealing the meal.

Meal tray: Can be rinsed and recycled at home in your council bin, or reused for things like drawer organisers or paint trays – the possibilities are endless!

Film sealing the meal: Dispose of this in general waste. We’re currently looking at more sustainable options for the future.

Bubble liner: We include this thermal liner in your box to keep your meals cool for as long as possible. Dispose of this in general waste. We’re currently looking at more sustainable options for the future.

Bottles: Can be rinsed and recycled at home in your council bin, or reused. In some states, you may be eligible for a 10c refund at collection centres. The cap should be disposed of in general waste.

Does your packaging contain BPA?

Youfoodz packaging does not contain BPA. We use specially designed packaging to ensure your food arrives fresh and safe every time.

What is Youfoodz doing to improve sustainability?

We’re committed to looking at ways to improve sustainability right across the business, from operations to the products our customers receive. Here’s more info about what we do and what we’re working to achieve:

Commitment to improving the packaging our customers receive: While most of the items you receive with your box are recyclable and reusable in some way, we’re committed to looking at ways to make our packaging more sustainable. We’re doing this by remaining focused on Australia’s 2025 National Packaging Targets and being a member of the Australian Packaging Covenant Organisation (APCO).

Creating internal project teams dedicated to improving sustainability: We’re proud to have brought together a number of passionate employees from a range of departments in the business, to work on projects that will help us improve sustainability and achieve our targets.

Constantly review and improve supply chain operations: We're continuously looking at ways to improve our distribution packaging, use fewer materials at every stage in the supply chain, and reduce the amount of trucks needed to deliver goods.

Reducing food waste: We have employees who work full time to plan our production so there is as little food waste as possible. For example, any food scraps we do have, get sent to a local farmer and are used as food for animals, we return any oil to a company called Cookers, who use it for biofuel generation.

We’re also committed to continuously improving our operations by running other projects, such as trials for soft plastic recycling.

Got questions or feedback? Reach out to our Customer Care team 7 days a week, 7am-9pm (AEST), via phone on 13 MEAL (13 6325) or visit our contact page here.

Will you collect my used delivery box?

We don't offer a collection service for your meal boxes however, you can recycle them at home in your council recycling bin. Alternatively, you can reuse them around the house for storage, kids activities or any other use you think of!

How can I be sure Youfoodz meals meet my nutritional needs?

We are committed to ensuring all our meals are both tasty and healthy. We use fresh ingredients and prepare our meals to maintain a balanced nutritional profile. For every meal, you can find detailed information about the macros on the package, allowing you to easily track what you are eating.

I have a food allergy. Can Youfoodz cater for it?

Since all our meals are produced in one commercial kitchen, we're not able to ensure that traces of some ingredients will be excluded completely. Please always read the label or refer to our website for the most up-to-date information about ingredients, allergens and more.

Are Youfoodz meals Halal?

While some of our meat suppliers are Halal-certified, some, unfortunately, are not. Since all our meals are produced in one commercial kitchen we don't have a way of separating the meat at this point, so we cannot label our meals as Halal. We certainly don’t want you to miss out and we have a delicious range of vegetarian and fish meals that you can try.

I have dietary requirements. Can Youfoodz cater for it?

Since all our meals are produced in one commercial kitchen, we're not able to ensure that traces of some ingredients such as milk, eggs, gluten, seafood, peanuts and other nuts will be excluded completely. Please always read the label or refer to our website for the most up to date information about ingredients, allergens and more.

Do Youfoodz have vegetarian meals?

Yes, we do! We offer a select range of recipes but are working in the background to expand our vegetarian menu.

Can I eat Youfoodz if I am pregnant or breastfeeding?

We recommend that you speak with your General Practitioner or other medical professional before deciding if Youfoodz products are right for you.

How do you convert KJ to Calories (cal)?

Energy is also measured in kilojoules (kJ) and you might see this used. In Australia, we have largely transitioned to using kJs to express the energy our bodies need and the energy we get from food and drink. A Calorie (cal) is a measure of energy. We can measure how much energy (cal) our bodies use and how much energy is in the food and drink that we consume. 1 cal = 4.2 kJ

What do you define as a 'Calorie Smart' meal?

Our Calorie Smart options include meals that are under 400 calories and snacks that are under 200 calories. All Youfoodz meals, including the Calorie Smart meals are balanced with lean protein (meat and meat alternatives), and good quality carbohydrates (vegetables, healthy whole grains).

What payment methods are accepted?

We currently accept all major credit cards including VISA, MasterCard and American Express.

How much is delivery?

The delivery fee varies based on your postcode and will be displayed at checkout. For full details, please refer to our terms and conditions.

How long do refunds take to process?

Once your refund has been applied, please allow 3-10 business days for it to process and appear on your bank account.

Where can I view my invoice?

For Self-Managed Participants: You will receive a confirmation email after placing your order, which includes a full invoice. You can use this to claim your eligible NDIS expenses directly.

For Plan-Managed Participants: After placing your order, you will receive a confirmation email that includes your invoice, detailing the co-payment (30%) and the rebate payment (70%). This invoice can be forwarded to your Plan Manager for processing.

Why is there different pricing for Youfoodz meals depending on where I purchase them?

Meal prices on care.youfoodz.com reflect our recommended retail prices which are the same for NDIS and non-NDIS customers. Meal plan prices on care.youfoodz.com reflect tiered pricing, whereby customers receive a discount on the price per meal, the more meals they purchase. 

Meal prices on youfoodz.com may differ due to discounts or subscription offers; however, purchases made through the site are not eligible for NDIS subsidy. Additionally, some menu items and add-ons may also vary between sites as NDIS covers preparation and delivery, not ingredients. 

Youfoodz meals are also available in retail, for example in Coles, independent convenience stores, at service stations, and on Uber eats. Whilst we propose recommended retail pricing to retailers, final pricing is set by the merchant.

What is a meal plan?

A Youfoodz Meal Plan offers a selection of fresh meals automatically delivered to you on a recurring schedule, eliminating the need for repeated orders. You can choose from 4 meal bundles that meet your dietary needs and set your preferred delivery frequency. Orders are automatically created, making it easy and convenient. With automatic payments and the ability to cancel or adjust your plan anytime, you have full control and flexibility.

How do I order a Meal Plan?

1. Request your meal plan by contacting our customer care team.

2. Provide your details and choose the meal plan that suits you

3. Receive your meal plan via email.

4. Sign the plan and return it to our Meal Plan team.

5. Receive your account details to fully access the Meal Plan page.

6. Log in using your account details.

7. Select your meal bundle and choose your preferred frequency of delivery.

8. Weekly, bi-weekly or monthly payments will be processed automatically for your meals.

9. To cancel, email us at least 24 hours before your next payment. Please note: your Meal Plan will continue until you let us know you'd like to stop.

How do I pay for my meal plan?

Your payment will be processed automatically for your meals (either weekly, bi-weekly or monthly based on your plan). Once your payment is processed our kitchen will be notified and will begin to cook your meals.

When is my weekly cut off?

Weekly cut-off day and time varies from state to state, you can check what your cut-off day and time is in the ‘Pick Your Meals' section of your account.

Can I make changes to my account?

All changes (including swapping your meal plan, skipping deliveries, updating account details and cancelling your meal plan) to your delivery must be made before your weekly order cut-off. You can find your weekly order cut-off in the ‘view upcoming orders' section of your account.

Can I skip a week on my meal plan?

Maybe you’re going on holiday or just need a break – that’s not a problem! Simply sign into your account and click 'View upcoming orders', then select 'Skip’ to skip your next delivery. Remember, this will only skip the selected week, and deliveries will resume again the following week. To skip for an extended period, you will need to skip each week individually. Just make sure any changes to your account must be made before your weekly cut-off time. 

Can I swap the meals in the bundle I selected?

Currently, bundles are fixed and cannot be customised. However, you can choose a different meal plan bundle if you prefer. If none of the bundles suit you, you can also choose your meals one by one from our menu instead here. Our bundles are made up of meals that our customers love the most.

How do I change the meal plan I am on?

If you would like to change from your original meal plan, please contact our Customer Care on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST). They will submit a request to your plan manager on your behalf. Once approved, you can swap meal plans via the 'Manage Meal Plans' section on your account.

How do I update my delivery day?

If you wish to change your delivery day after your initial order, you will need to contact our Customer Care on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST). The delivery day selected during sign-up will remain unchanged unless updated by our team.

What happens if one of the meals in my meal plan is out of stock? 

While it's uncommon, if a meal in your plan becomes unavailable, we'll substitute it with a similar option to ensure your plan remains balanced and meets your nutritional needs. You will receive an SMS notifying of this change. If you are unhappy with the substitution please Customer Care on 13 MEAL (13 6325), Monday - Sunday, 7am-9pm (AEST). 

Can I be on a meal plan if I have allergies or dietary requirements?

All our meals are prepared in a single commercial kitchen, so we cannot guarantee the complete absence of allergens or specific ingredients. We recommend reviewing the ingredient labels and nutritional information on our website before ordering. For personalised dietary advice, please consult with your healthcare provider.

Can I build my own meal plan? 

Currently, we offer four curated meal bundles designed to meet various dietary needs. While customisation isn't available at this time, we are actively working on expanding our offerings to include more flexible meal planning options in the future.

When do I get charged for a meal plan? 

You will be charged for your first box at checkout. After that, payments are processed at 2pm on the day of your weekly cut off. You can find your weekly order cut-off in the 'view upcoming orders' section of your account.

How do I contact you?

If you need help, feel free to reach out to our Customer Care team. You can contact them by calling 13 6325 (13 MEAL), Monday - Sunday, 7am-9pm (AEST).

Do you support Australians on the Home Care Package? 

Youfoodz currently is not a Home Care Package (HCP) approved meal provider. However, we are working towards being able to provide fresh, delicious, nutritiously balanced meals for Australians on the HCP in the future. You can sign up here to be the first to learn more when we go-live. 

Is there a referral programme for Youfoodz NDIS customers or service providers? 

At this time, we do not offer a referral program for NDIS participants or service providers.