Frequently Asked Questions (FAQs)
Do you have questions about managing your subscription? Visit our Ketolibriyum 101 page here.
How does it work?
How does the menu work?
Our Menu is a rotating selection of freshly made ketogenic and low-carb meal options. You can order online for delivery or pick-up at our retail stores in London and Oakville Ontario. We deliver Ontario and Quebec wide. Food is prepared fresh to order and shipped right to your door. To learn more about delivery please visit our shipping page.
If I want to purchase an item that I see online, can I just stop in the store 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 to pre-order for pick up you can also order online and select retail store pick up at checkout.
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 and offer a 10% savings.
Do you accept packaging or products back?
Due to COVID-19 as well as food safety regulations, we do not accept the return of product, materials or packaging. If you need a refund please see our returns and exchanges policy.
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.
Is the packaging recyclable?
All of our new meal packaging is not suited for recycling. Other plastic containers are recyclable. If you receive delivery, the silver pouches aren't recyclable but the fiber insulation can be recycled. As we work to improve our packaging we are always looking for more sustainable options.
Do you have gift certificates available?
Yes, you can purchase and redeem gift certificates online and in-store.
About Our Food
My favourite meal came off the menu. Will it be back?
Our menu rotates almost every week! New meals are added weekly, and meals that have been on the menu longer are rotated off. All our best selling meals come back on the menu. Some menu items are seasonal and come back each season. If your favourite meal came off don't worry - it will be back!
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. Nutrition information can always be found on the website as well.
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 also usually halal 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 however as our facility processes nuts nothing can be guaranteed nut-free.
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 limited selection of vegetarian meals.
Deliveries & Pickups
Where do you deliver?
We currently delivery for $14.95 to most areas. Select areas receive delivery for $5. All delivery fees are calculated at checkout.
Where do you deliver?
We are currently delivering right to your door throughout Ontario and Quebec. Stay tuned, we are constantly expanding our delivery radius based on demand. See our Shipping page for a detailed list of delivery areas, timing and more FAQs.
Can I select my delivery time?
If you receive your order via home delivery, you will receive an ETA text or email the night before delivery, as well the day of with a tracking link and a POD text/email. If you receive your order via courier, you will receive a tracking link from the courier when their order is picked up and scanned at our facility.
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 Penguin Pick-Up Locations
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. Click here to learn more.
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 stores.
How do I use a Discount Code?
You can use discount codes directly during checkout. Only one discount code may be applied per order. If you are subscribed to a meal package you may add discount codes from the customer portal.
When are your stores open?
Both our London and Oakville retail stores are open seven days a week.
Our London Store is open every day 10 - 6
Our Oakville Store is open 10 - 7 Monday - Friday and 10 - 5 Saturday & Sunday
Food Freezing & Freshness
How long will my meals stay fresh?
We prepare all of our food fresh to order. All our meals will come with a freeze by date right on the package. 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.