Frequently Asked Questions
How does it work?
How does the menu work?
Our Menu is a selection of freshly made 100% ketogenic meal options that you can order from either online or pick-up at our retail store in London Ontario. We delivery throughout Southwestern Ontario! New items are released at the start of the week so there is always something new for you to choose from. Food is prepared daily with weekly delivery for each location. To see what delivery day your city falls on visit our shipping page.
If I want to purchase an item that I see online, can I just stop in the store in London and pick it up?
We welcome drop-in shoppers! We always have baked goods, desserts and meals in stock for when you just need a quick lunch to go or want to stock up for the coming week. Most of the items you on see online will be in store until! If you'd like same or next day pick up just give us a call or drop us a message and we'll have your order ready for you.
When do I receive my order?
We ship from Monday to Sunday, the timing of food arriving at your door depends on your location. View our shipping page to see what day your city receives delivery.
Are you a subscription service?
We do offer subscription services for our meal packages only at this time. They are optional.
How much preparation is required?
Almost none! Remove any dips or fresh vegetables, and simply heat your meal either in the microwave or transfer to oven-proof or stove top cooking pans and reheat to reach an internal temperature of 165°F. Plate your meal and enjoy!
How do I reheat my food?
All meals can be reheated either in the microwave or the oven/toaster oven. To reheat in microwave, remove plastic cover & any sauce containers, and microwave for 2 – 4 minutes. For the oven, preheat oven to 375° F, transfer food to oven proof container, and heat for 10 – 15 minutes. We recommend reheating to an internal temperature of 165° F. Exact heating time will vary on personal preference and appliance.
Are your containers heat proof?
Our containers are microwave save but are not safe to put in the oven. You must remove the plastic cover and any sauces. You will have to use a different oven-friendly container of your own if heating in the oven.
How do I get in touch with customer service?
Is the packaging recyclable?
All of our new meal packaging is (meal containers with thin plastic sheet cover) are 100% compostable. Other plastic containers are recyclable. Alternatively, you can wash it and reuse it!
Do you have gift certificates available?
Yes, you can purchase and redeem gift certificates online.
About Our Food
What nutrition information is provided?
All of our online product descriptions include the macronutrient breakdown along with a detailed ingredients list. When your food arrives, the macronutrients are printed on the label for ease of tracking.
What meat do you use?
All of our meat is from Ontario farms. Our chicken is halal, antibiotic and hormone-free. All our beef is antibiotic and hormone free. We are currently working towards serving only hormone-free pork as well. We will continue to update our FAQs as we find sources of the best ingredients.
What if I am allergic to something or don't like an ingredient in the meals?
Check the icons on our product descriptions online to make sure that our meals are free of allergens that affect you. We currently carry a limited selection of nut-free, egg-free and dairy-free options.
Do you have vegetarian or vegan meals?
If a meal is vegetarian or vegan, it will be indicated with an icon on the product description page. We have some vegetarian options available with a very limited selection of vegan meals.
Deliveries & Pickups
Where do you deliver?
We are currently delivering right to your door throughout Southwestern Ontario and parts of the GTA. Stay tuned, we are constantly expanding our delivery radius based on demand. See our Shipping page for a detailed list of delivery areas, pricing and timing and more FAQs. We recommend signing up for email updates to be in the know of new delivery areas.
If I order when can I expect my delivery?
As the delivery time is heavily influenced by the number of orders and unpredictable factors like traffic and weather, we are unable to provide estimates until the day of your delivery. You will receive an email first thing in the morning on the day of your delivery giving you a 30-minute window of when to expect your order. Until then, any estimate is subject to change by a matter of hours.
*Please note* all home deliveries East of Young street will not receive a delivery estimate at this time. We CANNOT guarantee any time for any deliveries within the GTA, but the window is from 8:00 am - 4:00 pm.
What if I won't be home during delivery?
We now deliver food in insulted boxes which will be left at your door. You do not need to be home for delivery. You will receive an email the morning of your delivery letting you know when to expect it that day as well as after our driver has dropped off your package.
Picking up from Pick-Up Locations
All pick-up deliveries will be available starting after 4PM on the given delivery day. You will receive an email from Penguin PickUp letting you know when your order has arrived (if you signed up for email updates). If you don't hear from them that day feel free to contact us or your Penguin Pick Up.
Which payment methods do you accept?
We accept all major credit cards, debit cards or your PayPal account for online payments.
We accept debit cards, credit cards and cash in our store at 911 Commissioners Road East in London, Ontario.
How do I use a Discount Code?
Our discount codes are usually a one-time use only. If you are using a discount code on mobile, make sure to click on the "Order Summary" drop-down to see the field where you enter the code. You cannot use two discount codes at once.
When is the store open?
- Monday – Sunday 10 AM - 5 PM
Food Freezing & Freshness
How long will my meals stay fresh?
We prepare all of our fresh meals based on the orders we receive. Your food has been prepared within a few days of being delivered to your home. Our meals can be stored and refrigerated for up to 7 days after they arrive at your home. Perishable items like salads and seafood should be consumed first. Please ensure to take note of individually best before dates and freeze food as necessary.
How much should I order at a time?
We typically recommend ordering your meals, snacks and baked goods weekly. Think of it like a trip to the grocery store where you want to stock up for the week without buying more than you can eat!
Are your meals freezer friendly?
Yes, you can freeze almost all of our ketogenic meals and pantry items. You'll see a freezer-friendly icon on the product descriptions for items that are safe to freeze. Please note Konjac noodles (like those in our Pad Thai) are not freezer friendly.
Are your sauces freezer friendly?
Yes, you can freeze your sauces that come with your keto friendly meals. The fats will separate after thawing and may not return to their original consistency, but will taste the same. We recommend letting your sauce thaw (do not heat) and shaking or stirring them before consumption.
How long will the meals last in my freezer?
It is best to consume frozen meals within 2 months.
At Ketolibriyum our passion fuels our promise. If you’re not 100% satisfied with your purchase, just let us know and we will do whatever it takes to make it right. It’s that simple!