How it Works


FAQ's

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Ordering

  • When is the menu open for orders?
    • The menu will be open from Tuesday morning until Sunday at Noon. You will not see any meals on Monday because that is our day to update the menu each week. 
  • What is the deadline for orders?
    • The deadline to order is Sunday at Noon.
  • Can I place a late order?
    • Yes! If the menu is still open past Noon, you are welcome to place a late order, however, we cannot guarantee that the menu will be open past that time. If the menu is not open, we are sorry, but the deadline has passed, and we are not able to add any orders.
  • How do I order for another family?
    • When you put in the shipping address, put the family’s address that the meal is going to. Be sure to also include their phone number, just in case we need to reach them during deliveries. 
  • How do I get updated about the menu each week? Do you have a “reminder service”?
    • At the bottom of the “Home” page, there is a place to sign up to our mailing list. You will receive 2 emails. The 1st email will update you on the new menu Tuesday morning, and the 2nd email will remind you on Sunday morning to place your order before the deadline. 
  • Are there any discount codes that I can use?
    • We have a 1st order discount code of 15% your entire order. That code is “kpwelcome”.
    • The other code will get you 15% off your Dinners. The only way to use this code is to order 5 total nights of dinners (Monday-Friday). Lunches, Weekly Breakfasts, and Weekly Desserts, and Weekend Dinner do not count toward the 5 total nights. ONLY DINNERS, with the exception of the steady meal replacing ONE of the dinners. That code is “allweek”. If you use the “allweek” discount incorrectly, Katie will invoice you for the discount.
  • How do I enter my discount code?
    • There is a place to enter “coupon code” when you are checking out.
  • How do I refer a friend to Katie’s Plates?
    • When you place your first order, you will receive an email that contains a personalized referral code. Please send that referral code to your friend, so that they can get a discount on their first order. Once they order, the system tracks it, and will send you a 15% off code for your next order. If you have not received your personalized referral code, please email Katie to ask for one. 
  • What is your refund policy, and what if I miss the deadline for a refund?
    • The refund deadline is Sunday at Noon. If you have not asked for a refund, or asked to cancel an order before Sunday at Noon, we cannot process your refund. We recommend letting your friends and family enjoy those meals if you miss the deadline! The reason we can’t be flexible with this is because so much work goes into the logistics of making sure we have enough dinner for you, and that the dinner gets to your door.

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Meals

  • How do I work the website to see the options?
    • Click on the “Meals” page, and then you can choose “Dinners”, “Lunches”, and “Weekly Items”. Click on the picture of each meal, and it will take you to a more detailed page with prices and serving sizes. 
  • When is each meal made?
    • The dinners are delivered and made fresh each day, with exception of the Friday dinner that is made and delivered on Thursday. The lunches are made the day before they are offered. For example, the Tuesday lunch is made and delivered on Monday. The Weekly Breakfast & Dessert are all made Monday. The Steady Meal and Snacks/Drinks are all made Tuesday. 
  • What is the Steady Meal?
    • The Steady Meal is an “alternative” option to the regular dinners. If you’re not feeling one of the dinners, order the Steady Meal instead! The steady meal comes cold, and ready to heat up.
  • What if my kids don’t like the options for the night?
    • The Steady Meal is always kid-friendly, so you can’t go wrong with that choice!
    • How do I view the ingredients of the meal?
      • Click on the picture of the meal, and it will take you to a detailed page with the ingredients listed. 
    • Why do you have the option to choose Classic or Paleo/GF/SugarNix?
      • While our classic options are all healthy, a lot of our families have dietary preferences and needs. This gives people the freedom to choose whether they need to substitute certain ingredients according to the way they need to be eating. 
    • What if we have an allergy in our family? Can you accommodate?
      • We do our best to accommodate all allergies! Please email orders@katiesplates.com to see if we are able to accommodate that certain ingredient that you are allergic to. It all depends on the meal for that night. 
    • How do I heat up my meals if they arrive cold? How do I heat them up if they just aren’t hot enough?
      • If your meal is cold, you can plate it and heat in the microwave for 2 minutes. You can also put it in an oven-safe container and heat at 350 for 15 minutes. Our black, round containers are microwave safe, and our aluminum containers are oven-safe. Be sure to remove the plastic sauce cups before heating anything. If your dinner has arrived warm, but not “just out of the oven warm”, you can microwave for 30 seconds, or heat at 350 for 5-10 minutes. 
    • Are your containers recyclable?
      • Yes!

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    Deliveries

    • When are the meals delivered each day?
      • Meals are delivered Monday through Thursday from 4-7 PM.
    • What meal is delivered when?
      • Monday: Monday Dinner, Tuesday Lunch, Weekly Breakfast, Weekly Dessert
      • Tuesday: Tuesday Dinner, Wednesday Lunch, Weekly Breakfast, Weekly Dessert, Steady Meal, Snacks/Drinks
      • Wednesday: Wednesday Dinner, Thursday Lunch, Weekly Breakfast, Weekly Dessert, Steady Meal, Snacks/Drinks
      • Thursday: Thursday Dinner, Friday Dinner, Friday Lunch, Weekly Breakfast, Weekly Dessert, Steady Meal, Snacks/Drinks
    • What days can I have my Steady Meal delivered?
      • Tuesday, Wednesday, or Thursday.
      • What if my house is hard to find?
        • Please give us very detailed instructions in the “Note to Seller” section when checking out. If it takes more than 10 minutes to find and we can’t reach you, we have to continue our deliveries, and you will possibly get your dinner later than 7.
      • What if I live in an apartment or condo?
        • Please give us very detailed instructions in the “Note to Seller” section when checking out. We need any gate codes or door codes to get in. If it takes more than 10 minutes to get in and we can’t reach you, we have to continue our deliveries, and you will possibly get your dinner later than 7.
      • Are tips customary?
        • We do not require you to leave a tip, however, our drivers and kitchen staff really appreciate it! If you leave a tip, we divide among your drivers for each day you get deliveries, and we also give a percentage of it to our kitchen staff that stays to clean up at the end of each day. 
      • What if I’m not going to be home between 4 and 7?
        • That is fine! Please leave out a cooler by your front door. If you do not leave out a cooler, we will place the meal right at your front door. 
      • Do I have to leave out a cooler? And what size cooler?
        • We prefer that you leave a cooler to be safe. This will keep your food in safe temperatures, keep bugs/pests/animals from getting to it, and it also helps us know that we are at the right house. Please leave the cooler right at the front door. If you don’t want to leave it at the front door, please leave a note in the “Note to Seller” section when checking out so that our drivers know where your cooler is. If you do not leave out a cooler, we are not responsible for any bugs/pests/animals getting into your meal. If you ordered a single size, you will need a cooler that is at least 8 inches in diameter. The couple and family size will need a cooler to fit a pan that is 13x11 inches. 
      • What do I do if I have pets in the front yard that are free?
        • Please leave out a cooler so that your pets cannot get to the meal. If you don’t leave out a cooler, we will try to put the meal up high so that the pet does not get the meal, but we are not responsible for the pets getting to your meal. 
      • What if I have specific delivery instructions?
        • Please leave these instructions in the “Note to Seller” when checking out. 
      • What if I’m not in the delivery range?
        • You can pick up your meals from our commercial kitchen!
      • What time and where is pick-up at the kitchen?
        • Pick up is between 4 and 6 PM. 
        • Birmingham: The Annex, 113 12th Street North, 35203
        • Nashville: 7648 US Hwy 70S, 37221
      • How do I let you know if I’m picking up?
        • Please let us know in the “Note to Seller” when checking out. 
      • Is delivery free?
        • Yes!
      • Can I have a discount if I pick up at the kitchen?
        • Not for pre-orders. We do have extra lunches, breakfast, and dessert in the fridge at our storefront. You are welcome to stop by Monday - Wednesday to see what options we have. 
      • What if I want to pick up, but I can’t come every afternoon?
        • We can keep your meals in the fridge until you are able to pick-up. Last chance to pick-up your meals will be Thursday at 6 PM.
      • What happens if my delivery does not arrive by 7?
        • Please be patient. We work very hard to get the meals to you before 7. Late delivery happens on occasion because of traffic or weather issues. At 6:45 PM, our managers will send out emails to the families that will be getting delivery after 7, just to give you a heads up. If you haven’t received your meals by 7 PM, and you haven’t received an email from the manager, you are welcome to email or call the manager to check. 
      • What if I want early delivery? Can I request?
        • No, we don’t offer preferred delivery. Each night’s routes are completely different for us, so there is no way to put you on a certain route. If you are worried about later delivery, you are welcome to pick-up from our storefront.
      • Can you deliver to my work?
        • Yes! We will deliver to your work, as long as you are there during the delivery window. If you leave to go home before 7, we will still be delivering to your work. We aren’t responsible for changing our route to bring to your house. 
      • What happens if there is inclement weather during delivery times?
        • If the weather will make deliveries unsafe for our drivers, meals will be delivered the following day during the delivery window. This includes dangerous snow and ice, tornadoes, hurricanes, etc. There will be no refunds or credits issued, as most ingredients have been ordered or meals have already been made for you. Katie will reach out to everyone if this is the case on that day.

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      Contacts & How to Reach Us

      • What is the best way to reach Katie?
        • Katie is very busy, so please use all other emails or phone numbers before reaching out to Katie (listed on the Contact Page). Her email and phone number are for corporate questions and issues only. 
      • How can I leave feedback on my meals?
        • We have a specific email for all feedback, good and bad! It is feedback@katiesplates.com. We will get back to you as soon as we can about your feedback. We appreciate all feedback as it encourages us, and helps us grow our business!
      • Who can I contact if I haven’t received my delivery by 7?
        • If you are in Birmingham, please email Rico at rico@katiesplates.com or call him at (205) 775-0603
        • If you are in Nashville, please email Mary Elizabeth at maryelizabeth@katiesplates.com or call her at (601) 259-4026
        • Please do not reach out before 7 PM. We will start emails and calls at 6:45 PM if you are going to have a late delivery.
      • Who can I contact if I’m not sure if I’m in the delivery range or not?
        • Please email our logistics manager, Ian at ian@katiesplates.com or call him at (205) 775-0588
      • Who can I contact if I can’t figure out how to order online, need to cancel/change an order, or have questions about an order?
        • orders@katiesplates.com
      • Who can I contact if I have questions about nutrition or ingredients?
        • orders@katiesplates.com

       


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