Frequently Asked Questions
What are Roots Food Group meals?
Our frozen, ready-to-heat dishes make it simple to eat healthy. Our meals are designed to conveniently help manage chronic health conditions with a large assortment of recipes that are healthy and taste great!
Where are Roots Food Group meals made?
Our meals are supplied by many manufacturers throughout the country in order to ensure product freshness and variety.
Can Roots Food Group meals be substituted within a meal plan?
No, we do not offer the ability to substitute meals at this time.
How do I prepare Roots Food Group meals?
Roots Food Group meals can be prepared by microwave, stovetop, or oven. Each meal's instructions vary slightly. The heating instructions are located on the product packaging and shipment insert. From frozen, heating time per meal using a 1100 watt microwave averages about 3 minutes.
How are Roots Food Group meals both healthy and delicious?
Using only high-quality ingredients and our professional culinary expertise, the natural flavors of these whole foods make for a delicious and satisfying meal.
How will my meals arrive?
Roots Food Group meals are delivered straight to your doorstep. Our shipment packaging is temperature-controlled to help keep your meals frozen. No signature is required for the delivery, allowing you to be away when meals are delivered.
Inside, there may be some dry ice that has not yet evaporated. Please be careful when removing dry ice from the packaging. Never touch dry ice with your bare hands. Wear gloves or use plastic handles of dry ice bag. Remove dry ice from box and place outdoors, or in a sink or basin. Pour warm water over top, until fully evaporated OR keep dry ice in bag and remove. Place in trash bin to evaporate. Keep away from children. If skin is exposed to dry ice, treat affected area with warm water. Avoid dry heat."
How should I store Roots Food Group meals?
Upon delivery, immediately place your meals in the freezer. If transferred from the freezer to the refrigerator, Roots Food Group meals must be consumed within 3 days.
Do Roots Food Group meals contain any artificial ingredients?
We use only the best whole food natural ingredients to help ensure our meals are as nutritious and delicious as possible.
Do Roots Food Group meals contain allergens?
We seek to avoid many common allergens in our entrees, including fish, crustacean shellfish, peanuts, and soybean. However, some meals may contain allergens including eggs, milk, wheat, sesame, and/or tree nuts. Please refer to the nutritional panel on your meal for complete allergen details, ingredient information, and nutritional facts.
You can also find this information listed for each meal on our menu here:
How can I contact customer service?
For any questions or concerns, please call (888) 690-2366 or email firstname.lastname@example.org.
How long will Roots Food Group meals last in the freezer?
If properly stored in the freezer, Roots Food Group meals should be consumed within 12 months of your delivery date.
I only received 11 meal packages in my 14 meal plan. Where are the rest of my meals?
We create the meal plans based on serving sizes, rather than quantity of individual food packages. Some items, such as French Toast, have 3 servings per package. The one box accounts for 3 servings.
What is your return policy?
Due to the nature of frozen food, we are unable to accept returns of the meals.
Can I cancel my order?
Orders are processed immediately after payment. Therefore we are unable to cancel your order once it has been placed.
What if my order does not arrive?
If your order does not arrive, please contact (888) 690-2366 or email email@example.com for assistance.
Am I able to choose individual meals or switch meals in the bundle?
We can not accomodate any swaps or substitutions within meal plans at this time.
Am I able to receive all entrees instead of receiving breakfast and entrees?
No. Each meal plan is carefully crafted with both breakfast items and entrees to provide a healthy, delicious meal variety.
Do I have to register/create an account?
No, you do not need an account to purchase meals. You will just need your Solutran S3 Health Benefit Card to check out..
Can I change my address?
Once your order has been placed, you are unable to change your address. Please confirm all details are correct before finalizing your order.
Can I place an order over the phone?
At this time, we can not take orders over the phone.
What if my order arrives thawed or damaged?
We apologize for the inconvenience if your meals have arrived thawed or damaged. If this has occurred, please contact customer support at (888) 690-2366 or email firstname.lastname@example.org and a team member will be ready to assist you. Please then dispose of the contents.
What if my order is shipped to the wrong address?
If your box was delivered to the wrong address, please contact (888) 690-2366 or email email@example.com for assistance.
How are the meals packaged for shipping?
Roots Food Group meals come with insulated packaging containing dry ice to keep the meals frozen. Please note that there may be some condensation. Promptly put your meals in the freezer upon their arrival. Do not handle the dry ice with your bare hands. Additional handling instructions are included on the box and insert.
How long will it take to receive my meals?
Your shipment should arrive within 3-5 days from the date the order was placed. Please check your email for shipment updates and notifications.
Can you ship to PO boxes?
We are not able to ship our meals to PO boxes.
How can I give specific delivery instructions?
You can provide specific delivery instructions in the comments section within the check-out process for your order.
How can I change my delivery date of my meal?
We are not able to customize delivery dates at this time.
Can I order Roots Food Group meals anywhere in the US?
Roots Food Group meals can be delivered to all the lower 48 United States.
Will you deliver my shipment on the weekend?
We will deliver on Saturdays if the order is received on a Thursday and is within a 2-day delivery window or if the order is received on a Friday and is within a 1-day delivery window.
What if my benefit card doesn't cover the entire cost of the meals?
If your benefit card does not cover the full cost of meals, you can use a credit or debit card to pay the remaining balance.
What if there is a problem with my benefits card?
If there is a problem with your benefits card, please contact the number on the back of your card.
Do you accept EBT cards?
No, we only accept the Solutran S3 Health Benefit Card, and credit/debit cards in the event of a split payment with your Solutran S3 Health Benefit Card.
Do you accept the use of multiple Solutran S3 Health Benefit cards on the same order?
No, multiple Solutran S3 Health Benefit Cards from different family members can not be used on the same order for split payments. Only credit/debit cards can be used for split payments after one of your family members uses his or her Solutran S3 Health Benefit Card to complete the order.
Do you store my credit card information?
No, Roots Food Group does not store your credit card information.
Do I need to create a Roots Food Group account to place an order?
No Roots Food Group account is needed to place an order.
Can I purchase meals without using my benefits card?
At this time, meals are not available for purchase without the use of your benefits card.
Can I get a refund on my order?
Please contact customer service at (888) 690-2366 or email firstname.lastname@example.org for any refund questions.