Question 1

Account Management

Accepted Answer

Q: I forgot my password! How do I access my account?

To reset your password:

Click Login on our homepage and select "forgot password?".
Check your email for a reset link (including spam/junk folders).
Still no email? Contact our Customer Care team for help.

Q: How do I update my details?

Log in to your account.
Go to User information.
Select Edit on the fields that require updating.
Enter new details and click Save Changes.

Q: How do I manage the frequency of my subscription?

Log in and go to Settings.
Under Manage subscription, click Manage subscription.
Select Change order frequency.
Choose to receive boxes as a 1 off, weekly or bi-weekly then select Confirm.

Key details: Changes start with your next editable order. You can switch back to your normal frequency at any time via Settings.

Q: How do I pause or cancel my subscription?

If you need a timeout, pausing is the best way to keep your preferences saved for later.

How to Pause (Recommended):

Log in and go to Settings.
Select Pause or Stop Subscription at the bottom.
Choose your restart date and click Pause Subscription.

How to Cancel: If you'd still prefer to leave, go to Settings > Manage subscription > Stop Subscription. Follow the prompts until you see the "Cancel account" confirmation.

Note: Be sure to make changes before your weekly cutoff to avoid being charged for an order already in progress.

Question 2

Delivery

Accepted Answer

Q: Can I provide delivery instructions?

Yes you can! To add delivery instructions:

Log in and go to User information.
Under My Address Book, click Edit.
In the "Where can the package be left?" field, select Special Request.
Enter your instructions and click Save.

Q: Can I have my box delivered at a specified hour?

While we provide a set delivery window during signup, we cannot guarantee a specific arrival time due to shipping distances. However, drivers typically follow the same route each week, so you can generally expect your box around the same time every delivery day.

Q: Can my box be left in a parcel locker room?

Yes! Our drivers can use parcel lockers as long as the box fits. If it's too large, they will leave it on the parcel room floor. To ensure a smooth delivery, please update your delivery instructions to include instructions for leaving at a parcel room.

Q: Can I have my box delivered to a business address?

Yes, we deliver to businesses! To set this up:

Update your address and include your business hours in the "Delivery Instructions."
Get permission from your employer or the building owner first.
Be available: If you or a receptionist aren't there to receive the box, we'll do our best to contact you.

Q: When and Where does Daily Rice deliver?

We currently deliver to Sydney and many surrounding areas! To see if we're in your neighbourhood yet, please check your postcode on our homepage during signup. If we don't reach you just yet, hang tight—we are constantly working to expand our reach in the future.

Q: What are the shipping costs?

Our shipping fee for all orders is $10.99.

Q: How are the ingredients kept fresh during transit?

To guarantee optimal freshness, we tailor our packaging based on your distance from our Sydney kitchen. For local deliveries, we use chilled ice packs to keep your ingredients cool. For deliveries travelling further across the metro area, we add high-quality insulated liners and utilise temperature-controlled transport to ensure your box remains perfectly fresh throughout its journey.

Q: What should I do if my delivery is late or did not arrive?

We're sorry your box hasn't arrived! While we aim for on-time delivery, delays occasionally happen.

What to do:

Track your box: Use the link sent to you via SMS for real-time updates.
Check your food: Once it arrives, check the cool bag. If proteins and chilled items are still cold, they are safe to use.
Contact us: If the window has passed and your box hasn't arrived, or if any ingredients are no longer cold, please reach out to our Customer Care team.

Question 3

Gift Card & Vouchers

Accepted Answer

Q: Do you offer gift cards?

While we don't offer gift cards yet, you can still share the love of cooking through referrals!

Q: Do you offer any vouchers or discount codes for new or returning customers?

While we don't provide vouchers upon request, you can find our latest special offers on our website, social media, or right in your inbox.

Pro-tip: Check your spam or junk folders so you don't miss out on any surprise codes we send your way!

Q: How do I apply a voucher/discount code?

Applying your discount code is easy! Just log in to your account and follow these steps:

Head to Orders and select the week you'd like to use your discount on.
Scroll down to Manage order and click Apply voucher.
Enter your code and click Apply to see your savings!

Question 4

My Orders

Accepted Answer

Q: Can I cancel or edit an order that is already in progress?

We believe that every ingredient is a gift and nothing should go to waste. To honour this commitment to sustainability, our team carefully procures only the exact ingredients needed for your box.

Because we source with such precision to prevent food waste, we are unable to edit or cancel orders once they are in progress. This mindful approach ensures that together, we are protecting our resources and ensuring every item has a place at the table.

Q: When is the deadline for making changes to an order?

To honour our commitment to minimising waste, we source only the exact ingredients needed for your box.

Your deadline for making changes is the day before your billing date. Because we procure with such precision to ensure nothing goes to waste, we cannot make changes once this cutoff passes. You will typically be billed 5–6 days before your delivery, depending on your location.

Q: How do I edit my order?

You can edit recipes up to 2 weeks in advance, provided you do so before your cutoff (5–6 days before delivery).

How to Edit Recipes:

Log in and go to Orders.
Click Edit recipes on your chosen week.
Use "–" to remove dishes and "+" to add new ones.
Click Continue to browse for extra items.
Select Save your box to confirm your changes.

Q: How do I change my delivery address?

To update your delivery address:

Log in and go to User information.
Under My Address Book, click Edit next to your current address.
Enter your new details and click Save.

Please note: Address changes may not apply to orders already in progress. If your update affects an upcoming delivery, please reach out to our Customer Care team.

Question 5

Payment and Billing

Accepted Answer

Q: Which payment methods do you accept?

We currently support the following payment methods: American Express, Mastercard, Visa, PayPal, Apple Pay.

Q: Do you charge for skipped deliveries?

No! You'll never be charged for a skipped order.

Q: How do I pause or cancel my subscription?

If you need a timeout, pausing is the best way to keep your preferences saved for later.

How to Pause (Recommended):

Log in and go to Settings.
Select Pause or Stop Subscription at the bottom.
Choose your restart date and click Pause Subscription.

How to Cancel: If you'd still prefer to leave, go to Settings > Manage subscription > Stop Subscription. Follow the prompts until you see the "Cancel account" confirmation.

Note: Be sure to make changes before your weekly cutoff to avoid being charged for an order already in progress.

Q: How do I update my payment details?

To update your payment details, please log in to your account and follow these steps:

Go to your Account page.
Click on Manage Subscriptions or Payment methods.
Select the Payment tab or click Edit next to your current card.
Choose your preferred method: Credit/Debit card, PayPal, or Shop Pay.
Enter your new details and click Save or Update payment method.
Click Save Changes to confirm.

Q: How do I view my invoices?

Your invoices for completed orders are always available in your account. To download them, follow these steps:

Log in to your account.
Go to your Account page (usually found via the person icon).
Look for your Order History.
Select the specific order you need and click Download Invoice or View Invoice.

Q: How long do refunds take to process?

Refunds typically take 3 to 7 business days to appear in your account, depending on your bank's processing times.

Credit/Debit Cards: The refund will be credited back to your original payment method used.
PayPal: The funds will be returned to your PayPal balance. You may then need to log in to PayPal to withdraw the balance to your linked bank account.

Question 6

Recipes & Ingredients

Accepted Answer

Q: How do I access the recipes?

While we deliver fresh proteins and sauces, we ask that you provide basic pantry staples like oil, salt, pepper, sugar, and eggs. We've also found that every household has a different preference for rice varieties and portions when sharing a meal, so providing your own ensures you have the perfect amount for your table.

Check our menu page or your shipping confirmation email to see exactly what you'll need for your upcoming recipes.

Q: Do I need ingredients in addition to the goods delivered?

While we can't customize individual recipes to omit specific ingredients before they ship, we provide full transparency so you can choose what works best for you. You can view the complete ingredient list for every dish which allows you to identify which meals fit your dietary needs. Since you're the chef, you always have the flexibility to swap out or omit any ingredient during the cooking process at home!

Q: Where do you source your ingredients from?

We are committed to sourcing the highest quality ingredients for your kitchen. We prioritize Australian-grown produce and proteins, working directly with local farmers to ensure your box is filled with fresh, seasonal ingredients you can trust.

To ensure your meals are truly authentic, we carefully source our Asian sauces and specialty condiments from premium producers who specialize in traditional flavours.

Q: How should I store my ingredients?

Proper storage ensures your ingredients stay fresh and flavourful. Here is a quick guide:

In the Fridge (Set to 5ºC or below)

Meat & Fish: Store at the bottom (the coldest part).
Most Veggies: Keep in the crisper (broccoli, carrots, leafy greens, cucumbers, ginger).
Chilled Herbs: Store in original packaging in the crisper (except basil, which stays on the counter).
Ripe Fruit: Once mangoes, pears, or stone fruits soften on the counter, move them here.

On the Counter or in the Pantry

Aromatics: Store garlic, onions, and shallots in a cool, dry place.
Potatoes: Keep in a dark, dry spot away from onions/shallots to prevent spoiling.
Tomatoes: Keep on the counter for the best flavour; only refrigerate if very ripe.

Shelf Life: Most vegetables stay fresh for at least 4 days. Always check the "Best Before" dates on your proteins.

Q: What should I do if there is an issue with the ingredients in my box?

Our goal is to ensure every box arrives in perfect condition and ready for the wok! If there's a small hiccup and an ingredient is missing or damaged, please contact us directly so we can make it right.

To help us investigate and resolve this quickly for you, please provide photos of any damaged items or your box contents. You can send these through our contact form or via email to our Customer Care team.

Q: How long will the ingredients stay fresh after delivery?

Each box is packed with ice packs to keep your ingredients crisp and chilled. To enjoy your meals at peak freshness, we recommend following this cooking schedule:

1–2 Days: Seafood and delicate leafy greens (like spinach or baby bok choy).
2–3 Days: Mince, chicken, and soft vegetables (like broccoli, mushrooms, or snap peas).
3–5 Days: Other meats and hardy vegetables (like carrots, potatoes, or cabbage).

By following this order, you'll ensure both your proteins and produce are at their best when you're ready to cook!

Frequently Asked Questions

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