Frequently Asked Questions
How it Works
Everything we make at Provenance is designed to transform your health, deliciously. Our nutrient-dense, balanced meals are 100% gluten-free, dairy-free and refined sugar-free. Select from our 2-7 day meal programs, which allow you to choose your prepared meals from our weekly rotating menu, or one of our cleanse programs, designed to kick start weight loss and reset your digestive system for a healthier gut. Join our Membership Program for a recurring order each week to make achieving better health easy and convenient.
+ When is your order deadline?
We require at least 72 hours notice for deliveries because we make everything to order. Thursday at midnight is the order deadline for Monday deliveries. Saturday at midnight is the deadline for Wednesday deliveries and Monday at midnight is the deadline for Friday deliveries.
+ What is your cancellation policy?
We have a 48 hour cancellation policy. If you can't receive your scheduled delivery, please notify us at least 48 hours in advance of delivery and we will credit your account for the amount of the order. Because everything is specially made to order, we also require a minimum 48 hours notice for any changes to an order, including but not limited to, paused delivery, delivery address changes, allergy changes, and delivery window changes. All purchases are non-refundable, but eligible for store credit if modified or canceled 48 hours before scheduled delivery. For more information, please see our terms and conditions.
+ How do I order for two people?
If both want to order the same meals you can simply add a meal plan to your cart and change the quantity to “2” before checking out. Alternately, if you each want different programs or dishes, you can add one plan to your cart, click “continue shopping”, and add a second (or third) plan to your cart before checking out.
+ Where and when do you deliver?
We deliver to Manhattan, Brooklyn, and Queens in New York City either the night before or the morning of your start date:
- 6pm - 9pm (Sunday, Tuesday, and Thursday evenings)
- 8pm - 11pm (Sunday, Tuesday, and Thursday evenings)
- 5am - 8am (Monday, Wednesday, and Friday mornings)
- 9am - noon (Monday, Wednesday, and Friday mornings)
To find out if we deliver to you, or to be the first to know when we expand to your area, enter your zip code and email here.
+ Can you tell me when my delivery will be made within the delivery window?
You should be prepared to receive the delivery at any time during your selected window. Your delivery can be left at a location of your choosing outside your door or with a doorman. Please contact us at firstname.lastname@example.org if you are having trouble finding a delivery window that works best for your schedule.
Please be advised that we can not be responsible for orders delivered late due to unforeseen circumstances such as traffic, weather, and street closures.
+ What if I am not home during my delivery window?
If you have a doorman or other secure place to leave the meals you do not need to be present at the time of delivery. Drivers will follow the delivery instructions indicated on your order. If they are unable to reach you by buzzer, phone, or text message within 5 minutes of arriving, your delivery will be placed at a location outside of your door, at their discretion. If we can't deliver your meals as instructed you will still be charged for them and may be subject to fees for redelivery.
Our courier service is not authorized to access your private home or apartment via access code or physical key. All deliveries are intended to be left with you directly or at your doorstep. You may provide your apartment building front-entry code so that they can leave the delivery outside your door.
+ How are meals delivered?
Everything is packed into an insulated compostable bag with frozen ice packs and delivered via courier. They are designed to stay chilled for several hours, but should be refrigerated by the end of your delivery window. To ensure freshness, 2-3 days of meals are delivered at a time.
+ How do I change my delivery address, time, or instructions?
Contact us at email@example.com at least 48 hours in advance of delivery to make any changes.
+ How do I return bags and ice packs?
Please remove the labels from your return bags and consolidate with ice packs into one tote. We'll pick them up with your next delivery and reuse or recycle appropriately.
+ Where do you get your ingredients?
We've established relationships with local growers and producers to bring you grass fed meats, wild sustainable seafood, and local seasonal vegetables. Most of our farmers are within the Hudson Valley region and Lancaster County, PA.
+ How long will my meals stay fresh?
We recommend enjoying your meals within 3 days of delivery.
+ Where is the food prepared?
All meals are made from scratch in our Grade A licensed commercial kitchen on the beautiful Brooklyn waterfront.
+ How is the food packaged?
Most meals will arrive in PLA lined, compostable containers made of bagasse, a by-product of sugarcane processing, which is a tree-free renewable resource. When you're done enjoying your meal, you can remove the label and compost the container as you would food waste. If you don't have access to commercial composting like the city's brown bin program, please throw them away.
Soups and stews are cooled and put into BPA-free plastic containers. New York City recycles hard plastics, so you can add them straight to your recycling bin, or wash and reuse.
+ What's the best way to reheat my food?
All our meals come with heating instructions. Depending on the meal, we prefer the oven or stovetop for reheating.
For oven heating, preheat to 350°F and transfer the dish to an oven-safe pan. Warm for the time suggested on the label (typically 8-15 minutes depending on the dish).
On the stovetop, add 1-2 Tbsp. water, cover and gently warm your dish. If it's a curry, soup or stew, place your meal in a saucepan and bring to a gentle simmer. Simmer for a few minutes until warm.
If you're using a microwave, the bagasse fiber containers can go directly in the microwave (remember to remove the plastic lids), and check frequently to prevent overcooking. The soup and stew containers are not microwave safe.
+ I have a food allergy. Can I still order from Provenance Meals?
All of our meals are gluten-free and dairy-free with no refined sugar.
When ordering an organic meal plan you may view full ingredient lists by moving your cursor over a dish’s title so you can order according to your own dietary preferences. If choosing a subscription or cleanse program you can let us know if you have egg, shellfish, pork, peanut, or tree nut allergies and we will modify your order as necessary. Please note our meal delivery and cleanse programs are not intended for people with severe allergies.
If you have other allergies and would like to know if we can accommodate them, contact our team to discuss our Concierge Services at firstname.lastname@example.org.
+ Can I order meals if I am pregnant/breastfeeding?
We frequently have pregnant and breastfeeding mothers order from us, and they can be great options for busy moms to get the nutrition they need. Just note that because of the unique energy needs of those pregnant and breastfeeding, please be sure to listen to your body and supplement with additional snacks if necessary. We do not recommend the Provenance Detox during pregnancy or while breastfeeding.
+ Will I lose weight?
The Provenance Detox is great way to kick start weight loss. Moreover, if you stick to a whole foods diet, of which Provenance Meals is a part, then weight loss is typical.
There are many factors that go into weight loss, so if you've been sticking to a whole foods diet and not seeing the results you’d like, then our nutrition counselors are ready to offer you personalized, individual support.
+ Do you provide nutritional information?
We do not provide nutritional information and calorie counts for our meals as we believe true health, and even weight loss, goes far beyond calories in and calories out. How your body digests food is always going to be more important than calories or recommended daily allowances of specific isolated vitamins. In addition, our meals are cooked from whole ingredients that don't contain any gluten, dairy and refined sugar, so they are free of the common ingredients that can promote inflammation and weight gain in many individuals. By eating a whole foods diet based on grass fed meats, wild fish, and organic local vegetables, with moderate portions of whole grains, calorie counting often becomes unnecessary. You can learn more on our blog about why we don't count calories.
+ I’ve started my detox and I have a question. Where can I find an answer?
Check the Provenance Detox guide you received via email the Friday before your detox started. If that doesn’t answer your question we're here to help. Please contact our wellness experts at email@example.com.
+ Can I start my detox on a day other than a Monday?
We designed our detox program to always start on Mondays.
+ Do I need to give up coffee?
While not required, we do recommend reducing and/or eliminating coffee during your detox. Refer to your detox guide for suggestions on how to slowly cut it out of your daily routine.
+ What is the Membership Program?
Our membership program is designed to support our clients that want to eat clean with us every week.
As a member, you select the days and types of meals you’d like to receive, and your order will automatically repeat weekly until you pause or cancel. Each week you are able to choose which dishes you’d like to receive. Our wellness experts can also curate a selection of meals from our weekly menu that fit your dietary preferences.
In addition, members save 10% off each order, may add pasture-raised chicken or egg to salads at no additional cost, and have access exclusive members only events, perks, and special offers from our partners.
+ How do I manage my account?
To select your meals each week:
- Sign in by clicking "My Account" at the top of the homepage.
- Select “Order Details” for the upcoming week.
- Click “Change Meals” and make your selections.
We understand that schedules change, so you can pause your deliveries at any time. Just be sure to make any changes at least 72 hours before your next delivery.
To pause your meals:
- Sign in by clicking "My Account" at the top of the homepage.
- Click "Pause Upcoming Deliveries"
- Click a day to pause delivery. Dates available to pause are listed in pink.
To make any other changes to your plan (number of days, meal types, delivery times, etc) please email us at firstname.lastname@example.org.
+ When will I be billed?
Your credit card will be charged every Friday for the upcoming week.
+ Is there a fee to cancel or pause my membership?
No, you can pause or cancel your membership at any time 72 hours prior to delivery.
My question wasn't answered, how can I contact you?
Send our Client Services Concierge an email at email@example.com. Our client services hours are Monday - Friday 9am to 5pm.