FAQ
When can I get my Scratch Meals Delivered?
All coolers will be ready for pick-up or delivery after 3 p.m. on the date you choose. For same day service, orders must be placed before 10 a.m. (M-F).
Can I redeem a gift card online?
Yes. Simply enter the code from the back of the card at checkout and your balance will be added to your account. If the amount owed is more than the balance on your gift card, you will be prompted to enter a credit card for the remainder. If the amount owed is less than the amount of your gift card, the balance will remain as a credit balance in your account at www.scratchmeals.com for 12 months, and can be used on future orders.
I haven't had time to plan. Can I just come by your location and pick something up?
Absolutely. While our entire menu isn't always available, we're cooking every day so we always have something fresh and ready to go. Stop by our Augusta Rd. location anytime between 10:30 a.m. and 7 p.m., Monday-Friday and see what's cooking. Not going to be able to come by until the end of the day? Call ahead and we'll pull something aside and hold it for you.
How is your menu selected?
Scratch specializes in meals people love to eat, but rarely have the time to prepare because of the number of ingredients needed and the slow-cooking times required to maximize flavor. Additionally, we've specifically chosen dishes that actually taste better a few days after they've been prepared, as the complex flavors have had time to really come together for an enjoyable experience.
How often does your menu change?
We have a few items on our menu that are popular and sell year around. However, most of our items are developed based on the seasonality of local fruits & vegetables to ensure the freshest quality possible.
Are Scratch meals healthy?
Scratch doesn't take shortcuts. No preservatives or flavor enhancers. Just the freshest ingredients prepared to order. We make our own stocks, use very little butter and no wheat glutens. We take our time and let the natural flavors of the ingredients come through. See individual menu items for specific nutritional values. We think you’ll be surprised.
Do I need to order side items with Scratch meals?
Each of our main courses are one dish meals, so everything you need for a healthy, hearty, homemade meal is included. Scratch does, however, offer a few tasty side items you can order to accompany a main course you may be preparing yourself.
How long will my Scratch meal keep fresh in my refrigerator?
The Scratch meal preparation and packaging process is specifically designed to maximize refrigerated shelf life. Everything you receive in your cooler is good for six days refrigerated, so we recommend ordering only what you need for the week so you don't have to freeze anything. Preparation and expiration dates are marked clearly on each package.
What are your store hours?
Our location at 1818 Augusta St. in Augusta Village Shopping Center (beside Augusta Grill) is open Monday-Friday, 10:30 a.m.-7 p.m. If you haven't had time to plan ahead, you can stop in and pick up what's fresh in our cooler each day. If delivery is not available in your area, you can pre-order a cooler for pick-up at this location after 3 p.m.
What are your hours of delivery?
Scratch delivers all phone and web orders between 3 p.m.-7 p.m., Monday-Friday. Coolers delivered to offices are guaranteed by 5 p.m. Home deliveries will be made 3 p.m.-6 p.m. If you will not be home, please note where to leave the cooler in the special instructions section during checkout.
What do I do with the empty cooler?
On your next scheduled delivery, just remember to have the cooler with you at your delivery location we'll do a swap. Toss in the used ice packs, give us the empty cooler, and we'll give you another one packed with everything you need for the week. If you don't order for a while, we'll contact you via email and arrange a time to pick the cooler up.
My cooler was never delivered. What should I do?
During business hours of 10:30 a.m-7 p.m., the best way to resolve this issue is to call our Augusta Rd. location at 864-370-9992. A customer service representative will assess the problem and get a replacement cooler to you immediately. If this problem is recognized after hours, leave a message with your contact information and we'll call you at the beginning of the next business day to resolve the issue.
My plans have changed. Can I cancel an order?
If you know you need to cancel the day before, you can simply go to www.scratchmeals.com by noon the day prior to delivery, log on to your account and delete the specified cooler. A “Scratch dollars” credit will be added to your account that can be used on your next order. If it's last minute, deliveries can only be canceled by phone. Call us at 864-370-9992 no later than 12 noon on the day of scheduled delivery. Again, instead of refunds, meal credits will be issued and can be used on your next order. If you would prefer a cash refund of the canceled order, contact us at 864-370-9992 and we'll void the transaction.
Can I keep the Scratch Cooler?
The coolers and the re-usable icepacks are property of Scratch. Should you choose to keep the cooler, your credit card will be charged $40. Don't worry though. Sometimes we forget stuff. We'll make every effort possible to remind you about outstanding coolers and arrange a time to pick it up.
What is your return policy?
If for any reason you are not completely satisfied with any item from Scratch, we'll quickly make things right with a replacement or a full refund, whichever you prefer.
How is my food packaged?
Scratch meals are packaged in reheatable serving trays. The self-venting film should be left intact during reheating to retain moisture and keep meats tender and juicy. Please carefully follow the reheating instructions on packaging cover. Always remember to reheat meals on a cookie sheet.
How is my food delivered?
Meals are packaged cold and placed in the Scratch coolers with re-usable ice-packs prior to delivery. These custom-made coolers are designed to keep your orders at safe temperatures for over 5 hours. Once you get your cooler home, transfer the meals to your refrigerator for safe-keeping until the date of expiration. On your next order, we'll swap the empty cooler for a full one.