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FAQ

Meals

Grocery

Grocery delivery outside Bangkok

Prepaid packages
Ordering
How do I place an order?+

Simply schedule a delivery time and location for your meal(s) and then proceed to select from our menu. Once items have been put into the cart, you can check out and make a payment. Place your order before the 8pm cutoff time today for delivery tomorrow. You can order meals for a single day or for several days at the same time. Once you’ve added the first day’s meals to your cart, just select a different day in the scheduling box above the menu and you can add more meals on different delivery days. We do not cook or deliver meals on Sundays, so any meal orders placed on Saturday will have Monday as the earliest possible delivery time.

Can I cancel my order and receive a refund?+

You can cancel any meal order that is more than 24 hours from its scheduled delivery time and you will be refunded in full to your Paleo Wallet. If you need to cancel an order within 24 hours of its scheduled delivery time, you may notify us to cancel the delivery but we cannot offer a refund.

Can I change my order?+

For orders more than 24 hours from the scheduled delivery time, if you would like to make an edit to your order, we suggest to cancel your order and place a new one – unless your desired change is very minor (e.g. a change in salad dressing or delivery address). In this case please call us at 083-002-3607 or email [email protected] and we will try our best to accommodate your request. For orders less than 24 hours from the scheduled delivery time, we cannot guarantee any changes can be accommodated, but we will do our best. Please call us at 083-002-3607 or email [email protected]

Can I view my previous orders?+

Of course. You can access your order history in your Account page, accessible with the “Your Account” button on the top right of the page.

Can I save multiple addresses?+

Yes you can. You can enter them when prompted on the Meal or Grocery pages or in the “Delivery Addresses” section of the Your Account page.

Is there a minimum order?+

Yes, we have a minimum order of 249 baht on the Meals.

Can you help me make an order, or is there a number I can call with questions?+

Absolutely. Give our customer service queen K. Elle a call anytime at 083-002-3607 who can help you make an order or answer any questions about our menu or delivery.

Payment
How do I pay?+

Our payment methods include credit card (Visa, Mastercard, American Express), bank transfer or PayPal. We do not accept cash or cash-on-delivery.

How much do you charge for delivery?+

We charge 60 baht for delivery in central Bangkok. The delivery charge may vary if you live outside the central city area (please see our map here). If you’d like to know how much we’ll charge, simply go to the checkout page and once your address is entered, the system will display your delivery fee (which is calculated by distance from our central Bangkok location).

How do I confirm a bank transfer payment once I’ve transferred the amount?+

Please take a photo of your transfer slip and then go to Your Account Order History and click on the order for which you are paying. There is a field at the bottom of this page where you can enter the information and upload the photo. Once this step has been completed, your order is confirmed. Please do not send an email/SMS of the photo as we need to reconcile these manually which means your order will not be confirmed until we have the chance to do so. For deliveries which exceed 1,500 baht, we waive the delivery fee. Please note that the 1,500 baht minimum for free delivery is calculated per delivery, not per order.

What is the benefit of buying a pre-paid package?+

If you are a regular customer of ours and would like to purchase a pre-paid package, we offer a discount depending on the size of the package you buy. It also speeds up checkout (no waiting for credit card processing) which makes regular checkouts super quick and easy.

Do I have to tip the driver?+

We pay our delivery staff quite well relative to other services, so you should not feel obligated to tip our drivers. However, of course, if they go out of their way to help you and you would like to offer them a tip, they would of course appreciate it. Any tip given to them is kept by them directly and not shared with the company or other staff.

Meal Preparation
How are your meals prepared?+

Our meals are made completely from scratch every day with fresh ingredients, which we source according to our supplier standards. You can learn more about what you will find and won’t find in our meals on our food philosophy page. We send our meals chilled and in BPA-free tupperwares.

How long do the meals stay fresh?+

If you refrigerate the meals immediately after your delivery, your meals will stay fresh for 2-4 days, depending on the meal. However, we do recommend that fish and salad dishes be eaten within a day of delivery. We do not use any preservatives and all meals are made from completely unprocessed foods, so some may spoil faster than others and we advise using your judgment.

How do I heat up my meals?+

There are a few options to reheat your meals: Oven (recommended): Pre-heat your oven to 140-160c and place your food inside for 5-15 minutes. Meals that contain larger meat servings may require a few extra minutes in the oven. After 5 minutes it’s best to try and then decide whether in needs longer in the oven or not. Pan fry: If you’re comfortable around the stove then a frying pan can be a good way to reheat your meal. It may take a bit longer to reheat, but you’ll retain more of the fresh taste and texture of the food. Never use high heat for reheating the meal in a pan. Simply place your meal inside the pan on low to medium heat and cover with a lid for approximately 4-5 minutes. Then check every 3-4 minutes to see if the meal is hot enough for you. Meals that contain larger meat servings may require a few extra minutes in the pan. Microwave: Place your meal in the microwave at medium or even low setting for 2-3 minutes. Meals that contain larger meat servings may require an extra minute or two in the microwave. It’s best to open the microwave after 2 minutes to check how well your food is already heated so you don’t accidentally overheat your food. If you have meat items that are medium-rare in your meal, and you would like them to stay that way, it might be best to heat on lower heat for longer (checking intermittently) or to separate the meats from the rest of the food as vegetables sometimes require a bit more time to warm up properly.

I have dietary allergies or restrictions. Can you still cook for me?+

We list the ingredients for every single one of our meals and products on a dedicated page – simply click the meal or product, and you’ll be taken to a product details page where all ingredients are clearly listed. We also offer a wide variety of meals every day as well as a “build your own” meal option where you can construct your own plate or salad with ingredients that suit your dietary preferences. Therefore, we cannot accommodate removal of any ingredients from our prepared dishes; we ask our customers to review the ingredients lists prior to ordering.

How many calories are in each meal? How big are the meals?+

The average for fish and salad dishes is around 700-900 calories (jumbo) and around 350-450 calories (regular). You can view all calorie information for any meal that we offer by simply clicking on it and checking out the details on the Product Detail page. On the “Build your Own” meals, the calories and nutrition breakdown are offered as you are constructing your meal in real time. Our jumbo meals tend to be larger than most eaters can consume in a single sitting, and many of our customers buy a jumbo size to share with their partner or family. Some are over 1kg of food!

Other
How do I return the containers?+

You can give your empty containers to our delivery team on your next delivery, or, we send our delivery team out once per week on Fridays to collect them from customers. If you would like to schedule our team to come and pick up yours on an upcoming Friday, please click here.

Can I get a reward for telling others about Paleo Robbie?+

Glad you asked! You can invite friends to try out our service by entering their email address in the order confirmation page. You’ll receive 500 baht voucher code for every friend you refer that places an order above 2,000 baht. Your friend will of course also receive a 500 Baht voucher code for use on their on their first order. To read more about our refer-a-friend program, please click here.

Delivery
Where do you deliver to?+

We deliver everywhere in Bangkok as well as some extended areas like Nichada Thani and Mega Bangna. Please see our delivery map here.

What is the delivery fee?+

We charge 60 baht for delivery in central Bangkok. The delivery charge may vary if you live outside the central city area (please see our map here). If you’d like to know how much we’ll charge, simply go to the checkout page and once your address is entered, the system will display your delivery fee (which is calculated by distance from our central Bangkok location). For deliveries which exceed 1,500 baht, we waive the delivery fee. Please note that the 1,500 baht minimum for free delivery is calculated per delivery, not per order.

I’d like to change my delivery time/location, can I do that?+

Please call us at 083-002-3607, email [email protected], or send a message to our Facebook page to request your change of delivery time or location and we will do our best to accommodate you.

Can I pick up the meals in person?+

Unfortunately we cannot allow customers to come to our kitchen to pick up the meals in person. We are planning on opening a retail storefront in the near future, however, so stay tuned!

What if I am not around when the delivery arrives?+

There's no need to be present during delivery. We can leave your meals at your reception/security booth or with your housekeeper/staff as long as they are aware and we are allowed to do so. We will always call you or text you when your meal arrives so you know it is there and can go to retrieve it. When we leave the meals outside please collect them within a few minutes or have them placed in a refrigerator. Our meals are made with natural fresh ingredients only and do not contain any preservatives. Exposed to Bangkok heat they will spoil quickly. If we are unable to get in contact with you, and not able to leave your meal at the reception, we’ll bring the meal back for cold storage and will get in touch with you to arrange another delivery for later during the day. If we’re not able to get in contact, we will consider the meal cancelled and non-refundable.

I received the phone call but I am not able to come down for at least 15 minutes, can they wait?+

Our delivery team will wait as long as we can but please note that to avoid delaying other customers’ deliveries, we would need to ask to be able to leave 10 minutes after arrival.

Can I request a specific delivery time, say 11:00 sharp?+

We will do our best but cannot promise as it would depend on delivery volume on the day, traffic, etc.

Can you deliver to my office for lunch and my home for dinner?+

Yes, but if on the same day, you’ll have to place a second order. Our cart and checkout system are not presently setup to handle deliveries to multiple addresses on the same day in the same cart & checkout.

We work in the same office, can we all place an order and pay only 1 delivery fee?+

If you wish to enjoy only one delivery fee, please place your order through one account. Also, deliveries with a meals value of over 1,500 baht are free, so that’s an extra reason to combine the order onto one person’s account.

How are the meals delivered to me?+

The meals are delivered chilled in re-usable BPA-free containers anywhere in Bangkok. To help us reduce our plastic usage, we offer a free pickup service on these containers – we can take them on your next order delivery, or we send our delivery team out once per week on Fridays to collect them from customers. If you would like to schedule our team to come and pick up yours on an upcoming Friday, please click here. We are very proud that approximately 75% of our customers recycle the containers!

What time do you deliver?+

We deliver between 10am and 8pm.

Why do you require a 2-hour time frame for delivery?+

We batch deliveries and we all know how traffic in Bangkok can be, especially during rush hour or rain. This is why we ask for a 2-hour window. However, if you would like to request a specific time, reach out to us at [email protected] and we will try our best to accommodate you.