Customer service
Questions about your order, meals or delivery? Below you'll find the most frequently asked questions and all the ways to reach us. We reply quickly, clearly and without hassle.
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Frequently asked questions
Order
Can I choose which meals go in my package?
Not yet. The contents of a package are fixed. On the package page, you can see exactly which dishes are in it and how many of each. Want to choose yourself? Then order the dishes individually.
Is there enough variety for every week?
There are 50 dishes in the range, in portions of 350, 425 and 570 grams.
Am I locked into a subscription?
No. You order one time at a time: individual meals or as a variety package. No subscription, no notice period, no automatic renewal.
Which payment methods can I use?
iDEAL, Bancontact, PayPal, credit card (Visa, Mastercard, Maestro) and pay later with Klarna. On your phone and tablet, you can also use Apple Pay or Google Pay at checkout.
Delivery
How soon will my order arrive?
Order on a working day before 10:00 and your box arrives that same evening between 17:00 and 22:00. Order later, at the weekend or on a public holiday, and delivery moves to the next working day.
Who delivers my order and where?
Trunkrs delivers all our orders, in the Netherlands and in a large part of Belgium. You get track & trace, so the delivery window gets more precise during the day.
Do the meals stay frozen during delivery?
Yes. The box comes with an insulated bag and dry ice. This keeps the meals frozen for up to 48 hours, even if you're not home. You don't need cooling elements, so we don't include them.
Do you deliver to Belgium?
Yes, in most of Belgium, with the same evening delivery and the same shipping costs as in the Netherlands.
What does shipping cost?
Shipping costs € 9,95 and gets cheaper the more you order: € 7,50 from € 75, € 4,95 from € 100, € 2,50 from € 125 and free from € 150. The Netherlands and Belgium pay the same rate. You can find the full table on shipping and delivery.
Storage & preparation
How long do the meals keep?
The best-before date (THT) is printed on every tray. Keep the meal in the freezer until you use it, then heat it straight away. We advise against refreezing.
How do I heat up a meal?
In the microwave or in the oven. The heating time is on the packaging. It differs per dish and per portion size.
Meals & nutritional values
Vegetarian, halal or allergens?
Everything is halal except the dishes with beef and the teriyaki (wine in the marinade). There is one vegetarian dish. The nutritional values per portion and the allergens are on the label and on the product page of each meal.
Guarantee & returns
Cancel or change your order
As long as your box hasn't been packed and handed to the carrier yet, we can change or cancel it. Send us a message with your order number as soon as you can. The sooner you do, the more we can do.
Is your box already on its way? Then we can't call it back. We work with freshly frozen meals that travel chilled. Once they've left the building, they can't go back into stock. Let us know anyway, and we'll look together at what we can do.
Your package arrived damaged or thawed
That's annoying. We'll sort it out for you, but we need your help to see what happened.
- Take clear photos within 48 hours of receiving it of the damage, the packaging and the dry ice.
- Email those photos with your order number to support@sportmeals.com.
- Don't send anything back before you hear from us. With perishable goods it serves no purpose and only costs you effort.
We'll review your report as soon as possible and arrange a suitable solution: a replacement or a refund.
You received the wrong product
Email us your order number, what you received and what you should have received. We'll make sure the right product still reaches you, and we'll let you know whether we want the wrong one back.
Legal guarantee
The legal guarantee applies to everything you order from SportMeals. We stand behind the quality of our meals: what you get must be what you could reasonably expect based on the description.
If that's not the case, we'll arrange a solution as soon as possible. You don't need to keep proof of purchase. Your order number is enough.
How to start a guarantee claim
Email support@sportmeals.com with:
- your order number;
- which meal or product it concerns;
- what's wrong, with a photo if that shows something.
You'll get a reply from a real person on the next working day. If things don't go as you'd hoped, you can take your complaint to the dispute committee. How that works is explained in our terms and conditions.
Right of withdrawal: why the 14-day cooling-off period doesn't apply here
When you order online, you normally have a 14-day cooling-off period. For fresh and frozen meals it doesn't apply: these are products with a limited shelf life, and by law they fall outside the right of withdrawal. So once your box has been shipped, you can't return it free of charge.
For non-food items you order from us, such as a shaker or a booklet, the 14-day cooling-off period does apply, as long as they are unopened and undamaged.
If your order isn't what you could reasonably expect, your rights stay the same: it goes through the guarantee procedure above. The full text is in our returns policy.
Can't find your question? Email us at support@sportmeals.com. We reply within a few hours on working days.
