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Frequently Asked Questions

How soon can I get my first order?

We deliver Saturday, Sunday, Monday, Tuesday or Wednesday, depending on your zip code. Our cutoff for any new or modified orders is dependent on your delivery day. For Saturday and Sunday Deliveries, the cutoff is Tuesday at 11:59 pm CT, one week prior to delivery. For all other delivery days, the cutoff will be Wednesday at 11:59 CT for deliveries the following week.

After your first order, you’ll start receiving a box of food every week! You will always have until your cutoff time to modify the order, including the meal selections, plan size, and billing and shipping information.

To ensure peak freshness, our chefs hand-prepare every meal to order. By waiting until after the weekly cutoff to source our ingredients, we guarantee you receive the highest quality produce while helping us minimize food waste.

Ready to get started? Click HERE!

What is the relationship between my Factor and HelloFresh Accounts?
Factor and HelloFresh are both part of the HelloFresh Group. This means that when you sign up for Factor using the same email address as your HelloFresh account, you can use your existing account to auto-fill your information.
How do I edit my order?

Each week we will automatically select meals for you based on any meal preferences indicated on your account, but you can edit meal selections anytime before your weekly cutoff, 11:59 pm CT on the day of the week indicated on your My Menu page for delivery the following week.

On Web (Desktop & Mobile Device):

  • Log into your account.
  • Click on the date of the delivery you'd like to edit. You can find the 'dates' located at the top of the page just below the Menu Bar.
  • Click 'Edit Meals'.
  • Adding Meals: Click on 'Add' next to any meal you'd like to include in your order.
  • Increase/decrease Quantity: Click the ‘+’ to increase the quantity and click '-' to remove a meal from your or reduce the quantity.
  • Once you are done selecting your meals, click on 'Continue'.
  • You'll be taken to the Add-Ons page. Choose any add-ons you'd like and click ‘All done!’ or click 'Skip' to save and confirm your order.

    On App:

  • Log into your account.
  • Scroll down and find the delivery that you would like to edit. To edit your delivery, click ‘Make Changes'.
  • Adding Meals: Click on 'Add To Your Box' next to any meal you'd like to include in your order.
  • Increase/decrease Quantity: Click the ‘+’ to increase the quantity and click '-' to remove a meal from your or reduce the quantity.
  • Once you are done selecting your meals, click 'Save’ in the upper righthand corner.
  • You'll be taken to the Add-Ons page. Choose any add-ons you'd like and click ‘Save Add-Ons’ or click 'Skip Add-Ons' to save and confirm your order.
How do I change the email address on my account?

To change the email address on your account, simply follow the steps below!

On a desktop or laptop computer:

  • Log in to your account.
  • Click on the person icon in the top righthand corner of the page.
  • Click on 'Settings.'
  • Once on the 'Settings' page, click on 'Account Settings' on the lefthand side of the page.
  • Click on 'Edit' next to personal info
  • Input your new email address.
  • Click 'Save'.

    On a mobile device:

  • Log in to your account.
  • Click on the horizontal lines in the top lefthand corner of the page.
  • Click on 'Settings.'
  • Once on the 'Settings' page, click on the dropdown arrow at the top and choose 'Account Settings.'
  • Click on 'Edit' next to personal info
  • Input your new email address.
  • Click 'Save'.

    On the App:

  • Log in and select 'Profile' followed by 'Personal Info'
  • Click 'Change Email'
  • Enter in your current password and updated email address.
  • Finally, select 'Change Email' to save.
How can I change the delivery address on my account?

Just follow a few quick steps to change your delivery address:

On a desktop or laptop computer:

  • Log in to your account.
  • Click on the person icon in the top righthand corner of the page.
  • Click on 'Settings.'
  • Once on the 'Settings' page, click on 'Manage Subscription' on the lefthand side of the page.
  • Click on 'Edit' in the Delivery section.
  • Input your new delivery address.
  • Click 'Save'.

    On a mobile device:

  • Log in to your account.
  • Click on the horizontal lines in the top lefthand corner of the page.
  • Click on 'Settings.'
  • Once on the 'Settings' page, click on the dropdown arrow at the top and choose 'Manage Subscription.'
  • Click on 'Edit' in the delivery section
  • Input your new delivery address.
  • Click 'Save'.

    On the App:

  • Log in and select 'Profile' followed by 'Plan Settings'
  • Scroll down to the delivery section and click 'Edit'
  • Enter in your updated delivery address and select 'Save'.

    Note: Addresses MUST be updated before your weekly cutoff time as indicated on my My Menu page. We cannot guarantee on-time delivery if addresses are not updated by the cutoff and we may not be able to make any changes after the cutoff.
What are Factor Freebies?

Think of Freebies as a "thank you" for being a loyal customer. As you progress through your subscription, you’ll occasionally earn Free Box credits (a $78 value) to gift to friends and family. It’s the perfect way to help your inner circle kickstart their healthy habits.

Each Freebie covers the cost of a 6-meal box ($78). Your friend just covers the shipping fee. If they choose a larger plan or add any premium extras, they’ll simply pay the difference.

Redeeming a Freebie signs the recipient up for a standard Factor subscription. They can choose to keep the momentum going or cancel anytime before their next cutoff.

Head to the "Feed Friends" tab in the top right corner of your account. If you have Freebies available, you can enter your friend's email and send the invite directly.

Note: If you don't see any Freebies yet, you’ll see our Referral Program "Give & Get" offer instead, which earns you account credit!

Do Freebies expire? Yes, so don't let them go to waste: Once a Freebie lands in your account, you have 21 days to send it. Once the referrasl is sent, they have 60 days to claim their box.

Freebies are strictly for gifting—they are about sharing the love. If you’re looking to earn credits for your own future boxes, use your Referral Link (the "Give $40, Get $40" offer) instead.

Which meals would work best for me?

We offer a variety of meals for different dietary needs and taste preferences. Our meal categories include:

Calorie Smart
Meals with roughly 550 calories, most popular for helping with portion control, weight loss, calorie management, and overall balanced eating.



High Protein

Meals containing at least 30g of protein, most popular for helping with muscle building, those with high protein needs and sports performance.



Keto

Keto meals are designed with a lower percentage of carbohydrates and a higher percentage of fat for those following a ketogenic diet or wanting rich foods that are carb conscious.



Flexitarian

Well-balanced meals with a focus on vegetables and select protein sources, such as chicken and fish, for individuals looking to incorporate a higher intake of veggies while including minimal amounts of purposeful protein.



Low Carb

Meals containing roughly 35g of carbs or less while maintaining a good balance of protein and fat. Most popular for reducing total carbohydrate intake, which may help to balance blood sugar and promote weight loss.



Fiber Filled

Meals within this category contain at least 6 grams of dietary fiber coming from vegetables, fruits, and grains. These meals may promote satiety and help support the gut microbiome!



GLP-1 Support

Balanced meals that are protein-forward, calorie-friendly, and mindfully portioned.



Vegan & Veggie

Wholesome, meat-free meals that prioritize veggies.Great for those following a plant-forward diet or looking to incorporate more fiber-filled, plant-based foods!



Mediterranean

Focuses on heart-healthy fats (olive oil), lean proteins, and high-fiber veggies/grains. It's the "middle ground" diet—not too restrictive, but very clean.



Sodium Smart

Identifies meals specifically designed with lower salt content than the average pre-prepared meal, usually swapping heavy salt for herbs and citrus for flavor.



From the menu you can take a look at each meal’s ingredients, as well as the nutritional information, to make the most informed decisions on the meals that work best for your dietary needs. Simply click on the meals to see this!

Also, our dietitians love jumping on the phone to talk about nutrition! If you have a nutrition question or want to talk through the best meals to order for yourself, click here to schedule a free 20 minute nutrition coaching session!

Are your meals entered into nutrition apps?
We currently enter our meals into LoseIt and Carb Manager - if you use any of these apps, then you don't have to enter in the macros for individual meals, as we do that work for you! Simply search “Factor, [Meal Name]” to find our meals. (Ex: Factor, Shredded Chicken Taco Bowl)
Is your packaging recyclable?

We love a clean planet as much as a clean plate! Here’s the quick guide to keeping it green:

Boxes: Flatten them out and toss them in your curbside recycling.

Insulation: Our Laminated Paper insulation is 100% curbside recyclable. If your box contains PET or Cotton insulation, please check your local guidelines or dispose of it in the trash. https://www.plasticfilmrecycling.org/

Meal Containers: These are BPA-free and made from #1 PET plastic, which is widely accepted in most curbside recycling programs.

Gel Packs: These are non-toxic and reusable! If you’re done with them, snip the corner, drain the non-toxic gel into the trash (avoid the sink!), and recycle the plastic film at a designated drop-off location. The contents of our gel packs are made of 99% salt water and 1% sodium polyacrylate. If you’d like, you can also donate them locally to a local Food Bank, Meals on Wheels, Girl Scouts or Boy Scouts of America. The plastic film should not be curbside recycled, but you can find more information about where to recycle it HERE.

It is always worth checking what materials are recyclable in your area. If your town doesn't recycle certain materials, or you're interested in other options, check out Earth911 for a list of recycling facilities near you

My gel packs were not fully frozen upon arrival. Is the food safe?

Don't worry! It’s actually totally normal for gel packs to be slightly melted upon arrival—that’s just them doing their job by releasing cold air into the box. As long as your meals feel cool to the touch and the proteins are below 41°F, they are perfectly safe to enjoy. We have thoroughly tested our insulation to withstand different climates and seasons.

We strongly recommend you transfer your meals immediately to the refrigerator upon delivery. If anything feels warm or you have concerns, please discard them and reach out to our Customer Experience Team right away so we can make it right.

Is my Freezer Provisions box packaging recyclable?

Yes, our packaging is fully curbside recyclable including our insulated liners!

As for dry ice, just place it in a well-ventilated area at room temperature, and the remainder of the ice will evaporate away. Please do not leave it in a place accessible to children or pets. Never dispose of dry ice in a trash can, chemical waste container, garbage can, sink, or toilet. Always use protective gloves to protect your skin: prolonged contact can cause an injury similar to a burn.

If I experienced a food safety issue with my box, ingredient(s), and/or specific meal-kit, what should I do?
At Factor, the safety and quality of our ingredients is our highest priority. In the event that you experience a food safety issue or concern with your order, please reach out to our Customer Care team. You will be directed to a specialized team of food safety agents who provide dedicated support and assistance. To better aid our investigation process, we may ask for additional information regarding your order (i.e. recipe names, pictures, delivery and packaging information).

Getting Started

Managing my Subscription

Nutrition & Ingredients

Receiving My Meals

Enjoying My Meals

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