Frequently Asked Questions

About Fuel-Up

• What is Fuel-Up by Kcal?
  Fuel-Up is a meal prep company for athletes that is completely flexible. Choose your protein, carb, vegetable and sauce. Fuel-Up’s flexibility allows you to design your meals exactly to your personal needs and goals.
• What is the price?
  The price depends on what you select. Choose from set meals, snacks, breakfast items, build your own meals, or build your own meal plans. The price will be determined based on the portion size and the item you select. While some items are as low as AED 18, some are as high as AED 60 depending on the combination of items you select.
• How do I order?
  Ordering is easy. Just click on ‘Order Fuel’. Then select ‘Set Meals’, ‘Build Your Own’ or ‘Meal Plans’. If you choose ‘Set Meals’ or ‘Build Your Own’, you will be asked to input your details to create an account. If you already have an account, simply sign-in. Next, select your delivery date, and the time slot you would like to receive the delivery. Press – ‘Continue to Meal Selection’, and start adding your meals. Select your portion and sauce then ‘Add’ to cart. For ‘Build Your Own’, select your protein, vegetable, carb, and sauce, along with the portion sizes. Then press ‘Add to Cart’. Minimum order is AED 150, to receive free delivery you must order at least AED 250.
  When selecting Meal Plans, you’ll be prompted to select one of three pre-built meal plans – Shred, Lean or Mass. Select the plan best suited to your goals. Next, you’ll be asked to input your details to create an account. If you already have an account, simply sign-in. Next pick the number of days you would like to receive food for 5, 6 or 7 days. Each meal plan provides three meals per day. After you select the number of days, select your start date and delivery time slot. Click on the plus symbol to see the defaulted menu. Don’t like something on your plan, you can change any meal by pressing on the edit icon. You can also add breakfast or snacks to each day. You can also duplicate your day, or an entire week, or remove any items you don’t like. Have questions, email us at [email protected] or give us a call at 052 105 3663.
• What are the payment options?
  Fuel-Up by Kcal only accepts online payments using Visa or Mastercard.

Delivery

• Where does Fuel-Up by Kcal deliver?
  We deliver all over UAE except Fujairah and Ruwais.
• What is the minimum amount of meals that I have to order for a delivery?
  Our minimum order is AED 150. If your order is between (AED 150 – AED 249/-) there will be a delivery charge of AED 31.50 per delivery. Any order AED 250/- and above the delivery is free.
• Can a delivery address be changed after an order is placed?
  If you want to change your address, you need to notify 24-hours prior to the actual delivery for the change to take effect. Call our Customer Care line at 052 105 3663.
• What are the delivery charges?
  Meal Prep – If your order is between (AED 150 – AED 249/-) there will be a delivery charge of AED 31.50/- per delivery. Any order AED 250/- and above the delivery is free.
  Supplements – If your order is below AED 150/ there will be a delivery charge of AED 20/. per delivery. Any order AED 150/ and above the delivery is free.
• What if I live in an apartment or security building?
  If you live in an apartment, or building with security entrance, we will need access to your front door in order to make the delivery. Please contact the security to ensure access, or appropriate code or key is provided in order to gain entry or we will deliver to security as per your instructions.
• What is the turnaround time for my order?
  Orders take 2 to 3 business days to process, prep, portion and deliver to your door. Be sure to make your order before 2:30pm, in order to make sure the delivery date you have selected is possible.

Meal Info

• Who prepares our food?
  All our meals are made by Fuel-Up by Kcal’s team of trained professional chefs, with the assistance of kitchen personnel who have all been trained in food safety and are certified by the DHA. Our kitchen has the highest standards of quality including ISO 9001 and 22000 certifications.
• Where is the commercial kitchen located?
  Our state-of-the-art kitchen is located in DIP.
• Do you accommodate food intolerance’s or allergies?
  The information regarding allergens can be found on set meals, sauces, breakfast and snack item menu. Please note that our food is made in a facility that handles nuts, dairy, egg, soy, fish and gluten. If you have any specific allergens that require attention, please contact us directly.
• Do you cater Vegan or Vegetarian Meal plans?
  We currently provide only one vegetarian option on the menu.
• Can I “Edit” an order once placed?
  No, once your order is placed; no changes can be made to that order.
• How is the food delivered?
  We deliver the food in a polystyrene box, which contains dry ice attached to a piece of polystyrene on top of the meals. This process of packaging keeps the food fresh for hours. All Fuel-Up deliveries are made to you in a chilled van according to the rules and regulations set by the Dubai Municipality.
• What is dry ice?
  Dry ice is frozen carbon dioxide, a normal part of our earth’s atmosphere. It’s the gas that we exhale during breathing and the gas that plants use in photosynthesis. It’s also the same gas commonly added to water to make soda. This gas is often captured during industrial processes and recycled to make dry ice.
• Why do we use dry ice?
  Dry ice is extremely cold with a temperature of -80 degrees, being this cold; it is extremely useful for keeping food cold for hours, especially when placed in a contained space such as a sealed chiller box.
• Do you use any preservatives?
  No, we do not use any preservatives in our meals. All of our food is cooked fresh to order. We also do not freeze any food whatsoever for use on a later date.
• Is the food frozen?
  No, food is never frozen. All food is made with fresh ingredients, and made fresh the day of delivery.
• Where can I find the nutritional information for my meals?
  Once you select a meal the macronutrient content for that meal will appear during your selection. The numbers will automatically adjust if you begin changing certain items. In addition, each meal you purchase will be labeled with the nutritional information.
• Is the nutritional information accurate?
  Yes, we use proprietary software and standardized nutritional databases to calculate all of our recipes.
• How do I re-heat the meals?
  Since the food containers are microwave safe, simply open container, and leave lid on top loosely. Generally speaking most meals will be heated enough after 2 to 3 mins in the microwave. You can also re-heat on the stove top if preferred.

Billing

• What is the Cancellation & Refund policy?
  Cancellation refund is only under extenuating circumstance and upon approval of Fuel up Management. Cancellation fee will apply to the original price with all discounts forfeited.
  Request to cancel should be given before 3 business days. Client can get an online credit in his account and utilize it on his/her future orders.
  Fuel Up encourages all clients to fully commit on their meals ordered. Any reason that can hinder results and overall satisfaction must be brought to the Fuel Up team. Send an email to [email protected].

Cooking

• What do you use to keep the food fresh?
  We use dry ice to keep our Fuel Up food fresh for longer hours. Dry ice is frozen carbon dioxide, a normal part of our earth’s atmosphere. It is the gas that we exhale during breathing and the gas that plants use in photosynthesis. It is also the same gas commonly added to water to make soda. This gas is often captured during industrial processes and recycled to make dry ice.
• What is the shelf life of each meal?
  Meals can be stored in your refrigerator and consumed for up to 72-hours upon delivery.
• Do I have to re-heat the meals, and if so, how do I do this?
  Open container, and leave lid on top loosely. How long you reheat the food is up to you. Customers have told us that they enjoy the taste of the food best when heated at 2 – 3 mins in the microwave. The Fuel-Up food containers are microwave safe.
• Can I freeze Fuel-Up meals once received?
  Fuel-Up meals are best eaten when fresh, however if you just can’t eat all the food you ordered you can freeze the meals for up to 3-months.

Other Questions

• How can I contact you?
  You can call us on our Customer Care line at 052 105 3663 or email @ [email protected].
• What is the turnaround time for my order?
  Orders usually take 2-3 business days to process and deliver.
• I am a retailer or gym owner. Can Fuel-Up by Kcal provide me with meals to sell in my store or gym?
  Yes. We currently work with many retailers and gyms throughout Dubai. Please contact us at [email protected] for further information and pricing.
• I want to become a Fuel-Up brand ambassador, how do I apply?
  We receive many inquires a day and sponsorships are limited. Please email us @ [email protected] for more information.