Return Policy

Last updated September 24, 2026

Meal On The Way prepares and delivers fresh, ready-to-eat halal meals. Because every order is perishable prepared food, meals cannot be physically returned to us once they have been delivered. This policy explains why, and what we do instead when something is wrong with your order.

  1. Meals Cannot Be Returned

    Prepared food is a perishable, non-returnable product. Once an order leaves the vendor's kitchen and enters the delivery chain, we can no longer verify that it has been kept at a safe temperature or handled correctly.

    For this reason, and in line with Ontario food-premises and food-handling requirements, meals that have been delivered cannot be accepted back, re-sold, re-served, or donated. Any meal returned to a driver or to the kitchen must be discarded.

    Please do not send meals back with your driver. Report the problem instead — see below.

  2. Report a Problem Instead

    If something is wrong with your delivery, contact us within 24 hours of delivery and we will make it right. You do not need to return anything.

    To open a report, email support@mealontheway.com or use our Support page, and include:

    • Your order number and the delivery date
    • Which meal or item the problem affects
    • A short description of the issue
    • Clear photographs of the meal, the packaging, and the delivery label where applicable

    Please keep the affected item and its packaging until your report is resolved. Do not eat a meal you believe is unsafe.

  3. Issues We Will Resolve

    We will replace, credit, or refund an item when:

    • The wrong meal was delivered
    • An item is missing from your order
    • The packaging arrived damaged, opened, or leaking
    • The meal arrived warm, spoiled, or otherwise unsafe to eat
    • The meal does not match the dietary tags, allergens, or ingredients listed on our menu
    • Delivery could not be completed because of an error on our side
  4. Issues We Cannot Resolve

    We are not able to offer a replacement, credit, or refund for:

    • A change of mind after the weekly order cutoff
    • Personal taste, seasoning, or portion preferences
    • An incorrect or incomplete delivery address entered at checkout
    • Deliveries that could not be completed because no one was available to receive them
    • Meals left unrefrigerated after delivery, or stored or reheated contrary to the instructions on the label
    • Reports received more than 24 hours after delivery
  5. How We Resolve Reports

    Once we have reviewed your report, we will offer one of the following, at our discretion and wherever possible in line with your preference:

    • Replacement — the affected meal is added to your next scheduled delivery at no charge.
    • Account credit — the value of the affected item is credited to your account and applied automatically to your next order.
    • Refund — the value of the affected item is returned to your original payment method.

    We aim to respond to every report within one business day. Refunds are processed once the report is approved and typically appear within 5–10 business days, depending on your bank or card issuer.

    Resolutions apply to the affected item, not automatically to the whole order. Where a delivery was substantially incorrect, we will resolve the full order.

  6. Packaging, Cooler Bags, and Ice Packs

    Insulated delivery bags and ice packs remain the property of Meal On The Way. Please leave them out at your delivery point on your next scheduled delivery so the driver can collect them.

    Meal containers are yours to keep and, where marked, can be rinsed and placed in your municipal recycling. Repeated non-return of insulated bags may result in a replacement charge on a future order.

  7. Cancellations and Order Changes

    This page covers what happens after a delivery has arrived. Cancelling or changing an order before the weekly cutoff, and the refund terms that apply, are described in our Refund & Cancellation Policy.

  8. Changes to This Policy

    We may update this policy from time to time. The version published on this page at the moment you place an order is the version that applies to that order.

  9. Contact

    Questions about a delivery or this policy? Reach us at support@mealontheway.com · 103 Manville Rd, Toronto, Ontario, M1L 4H9, Canada.