What? Why? How?
Frequently Asked Questions

Account Questions

WHAT IF I FORGOT MY PASSWORD?

When you’re logging in, click the “forgot password” button. You will then receive an email with a link to reset it. You may also call customer service for assistance at 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm, Monday through Friday or email mycsi@cuisinesolutions.com.

HOW DO I UNSUBSCRIBE FROM EMAILS?

If you would prefer not to receive emails, you may click the unsubscribe button at the bottom of any email we sent you. You may also change your email preferences.

HOW ARE PAYMENTS HANDLED?

Cuisine Solutions accepts all major credit cards; Visa, American Express, MasterCard and Discover. A third party vendor handles all credit card transactions. If your credit card was declined, we recommend you contact your bank. For additional information, call customer service at 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm, Monday through Friday or email mycsi@cuisinesolutions.com.

DO YOU OFFER DISCOUNTS?

After signing up, first time users will receive a one time $10 discount on the first order with a discount code provided in the confirmation email. All subsequent orders will incur standard charges unless otherwise stated.

Shipping & Handling Questions

WHAT ARE MY SHIPPING OPTIONS?

Cuisine Solutions ships all products via FedEx 2Day Delivery. We ship anywhere in the country (excluding Hawaii, Alaska and Puerto Rico).

WILL I RECEIVE AN ORDER CONFIRMATION?

Yes, if you do not receive an order confirmation within 24 hours of placing an order, please call customer service at 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm Monday through Friday, or email mycsi@cuisinesolutions.com.

WHEN WILL MY PRODUCTS BE DELIVERED?

Our frozen food delivery take 3 to 8 days for delivery. For a detailed shipping schedule, please see our Shipping Policy.

HOW CAN I CANCEL MY ORDER?

Orders must be cancelled on the same day they are placed by calling 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm Monday through Friday, or you may email mycsi@cuisinesolutions.com. If you placed your order after normal business hours, please send us an email.

WHY WEREN’T MY PRODUCTS DELIVERED?

If your products weren't delivered within 8 days of placing your order, please use the tracking number provided in your shipping confirmation email. For additional assistance, you may contact customer service at 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm, Monday through Friday or email mycsi@cuisinesolutions.com.

ARE THE ITEMS SHIPPED FROZEN OR THAWED?

All of our products are shipped frozen. Each order is packed in an insulated box with 5-7 pounds of dry ice per day in transit.

WHAT IF MY ORDER ARRIVES THAWED OR DAMAGED?

In the event that your product arrives thawed or damaged, contact us as soon as possible at 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm, Monday through Friday. If possible, email us a picture at mycsi@cuisinesolutions.com.

WHAT SHOULD I DO WITH THE DRY ICE?

Dry ice should be handled with care. Do not make direct contact with the dry ice as it can be harmful to your skin. The safest way to dispose of dry ice is to let it sublimate by itself. Place the dry ice outside in a well ventilated container, away from children/pets.

DO YOU OFFER REPLACEMENTS OR REFUNDS?

Cuisine Solutions does not offer refunds for any products. In some circumstances we offer special discounts and replacements. If you do not receive your entire order, please contact us within 48 hours. For questions or concerns, please call customer service at 1-855-5CHEFSV (1-855-524-3378) from 8am-5pm, Monday through Friday or you may email mycsi@cuisinesolutions.com.

LOYALTY PROGRAM

Don’t see your question answered below? Please email inquiries@cuisinesolutions.com with any additional questions or concerns.  

WHAT IS THE CUISINE SOLUTIONS LOYALTY PROGRAM?

The Cuisine Solutions Loyalty Program gives you the opportunity to earn Sous Vide Points by making purchases, referring new customers, and more. Then, redeem your Sous Vide Points for discounts on future orders. 

WHO IS THE CUISINE SOLUTIONS LOYALTY PROGRAM AVAILABLE TO?

The Cuisine Solutions Loyalty Program is available to all MyCuisineSolutions customers and their friends and family. If you don’t already have a MyCuisineSolutions account, you must create an account in order to earn and redeem Sous Vide Points

This does not apply to business purchases. Please contact a sales representative salesdepot@cuisinesolutions.com for assistance with purchases for your business. 

HOW DO I SIGN UP?

  • Click the red icon in the lower right corner of the screen to open the loyalty program panel.
  • If you already have a MyCuisineSolutions account, choose Sign In and enter your login information.
  • If you don’t have a MyCuisineSolutions account, choose Join Now. You’ll be taken to a separate page and asked to provide some basic information to set up your account.
    • Once you’ve successfully created your account, return to the home screen and click the same red icon to bring up the loyalty program panel. If prompted, enter your new login information.
  • For help determining if you already have a mycuisinesolutions.com (MyCuisineSolutions) account, see the "What is a MyCuisineSolutions account? How do I know if I already have one?" section below.

HOW DO I EARN SOUS VIDE POINTS?

  • To see all the ways you can earn Sous Vide Points as well as links to complete certain actions, open the loyalty program panel and click “Ways to Earn”. From here, you can see which actions are available, which actions you’ve already completed, and how many Sous Vide Points you can earn for each.
  • Some actions (like signing up or making a purchase) will earn you Sous Vide Points automatically, while others (like following and sharing us on social media) require you to click their respective links in the loyalty program panel. Here are some examples:
    • Sign Up: You’ll automatically receive 200 Sous Vide Points when you create your account. It’s that easy!
      • If you already have a MyCuisineSolutions account, we have already added 200 Sous Vide Points to your account as a thank you for shopping with us!
    • Celebrate Your Birthday: You’ll automatically receive 500 Sous Vide Points on your birthday. Congrats!
      • See the "How Do I Get My Birthday Reward" section for instructions on how to update your birthday.
    • Place and Order: Place any order while signed in to your MyCuisineSolutions account and you’ll automatically be awarded 5 Sous Vide Points for every $1 spent.
      • The amount spent is determined by rounding your order total down to the nearest dollar – so an order of $10.95 would receive 50 Sous Vide Points, while an order of $11.05 would receive 55 Sous Vide Points.

WHERE CAN I SEE MY AVAILABLE SOUS VIDE POINTS AND REWARDS?

  • To see your available Sous Vide Points and rewards, simply click the red icon in the bottom right corner of the screen to bring up the loyalty program panel.
  • If you’re logged in, your Sous Vide Points will be listed at the top of the panel.
  • If you’ve redeemed your Sous Vide Points but haven’t used your discount code yet, you’ll see a section titled “Your rewards”. Open this section to access your available discount codes.

WHAT DO I DO IF I'M MISSING SOUS VIDE POINTS OR REDEMPTION REWARDS?

If you’ve completed a purchase or other action and have not received your Sous Vide Points or a confirmation email within 2 business days, contact our support team at inquiries@cuisinesolutions.com. 

HOW DO I REDEEM MY SOUS VIDE POINTS?

  • In the rewards panel, select Ways to Redeem and then choose your reward from the available options. Currently, you can redeem your Sous Vide Points for any of the following rewards:
    • Order Discount: Earn $1 off your next order for every 100 Sous Vide Points you redeem.

AFTER REDEEMING MY SOUS VIDE POINTS, HOW DO I USE MY DISCOUNT?

  • Discounts awarded for a Sous Vide Points redemption will be given as a discount code to be entered during checkout.
    • Only one discount code can be applied to an order, which means that separate redemptions cannot be combined. Be sure to redeem all the Sous Vide Points you want to use at the same time.
    • Discount codes from Sous Vide Points redemptions cannot be applied to shipping costs, any previously placed order, or combined with any offer or promotion including, special promotions, referral discounts, or discounts from other point redemptions.
    • Discount codes will not be automatically applied at checkout. Be sure to enter your code before completing your order.
    • If the amount of the discount is greater than the cart total, the cart total will be reduced to $0. Any unused portion of the discount will be lost and no credit will be awarded.
  • If you have an unused discount code, it will be located in loyalty program panel in the “Your rewards” section.

HOW DO I REFER A FRIEND?

  • There are several ways to refer your friends and family! To start, click the red icon at the bottom right of the screen to open the loyalty program panel. Once you’re logged in, scroll to the bottom to find the Referrals section along with the following options.
  • Share your unique referral link
    • In the panel, you’ll see a unique referral link specific to your account. Simply copy and paste the link into a text message, social media post, or anywhere else you’d like to share it. When someone clicks your link and completes a purchase, you’ll automatically receive your Sous Vide Points.
  • Share a referral on social media
    • Click the icon of the social media platform you’d like to share a referral on. You’ll be redirected to a page on that site where you can create your own social post (you may be required to login to your social media account if you aren’t already signed in). Your referral link will automatically be included in the post.
  • Share a referral over email
    • Clicking the email icon will open a message screen in the loyalty program panel. Simply enter the email address(es) you’d like to send your referral to along with a short message to the recipient.
  • Some important things to note...
    • Referrals can only be claimed by new customers. Any customer who has already received a referral link from another source or provided their contact information, including through our guest checkout system, may not be eligible to complete a referral.
    • The referral discount cannot be combined with any other discount or special offer, including sale products, other referral discounts, or discounts from Sous Vide Points redemptions.
    • You will only be notified about a successful referral. Please do not contact us regarding the status of a pending referral. We’re eager to help but, unfortunately, we are not able to check the status of a referral unless the referred person has completed a purchase. If you believe that the person you’ve referred has completed a purchase and you have not received your Sous Vide Points within 2 business days, ask the referred person to contact customer support to verify their purchase and referral status.

HOW DO I GET MY BIRTHDAY REWARD?

  • Your birthday reward will be given automatically – just make sure that your birthday is updated!
  • To update your birthday, click the red icon in the lower right corner of the screen to open the loyalty program panel. Select the Ways to earn section, then find the Celebrate a birthday option. To add or change your birthday, click the “Edit date” button.
    • To ensure that everybody is only celebrating one birthday a year, you’ll need to update your birthday at least a month ahead of time.

WHAT IS A MYCUISINESOLUTIONS ACCOUNT? HOW DO I KNOW IF I ALREADY HAVE ONE?

  • Your MyCuisineSolutions account is the same account that you would normally use to place, track, and view orders on mycuisinesolutions.com. Now, it’s also your login to earn, track, and redeem Sous Vide Points in our loyalty program!
  • If you’ve previously placed an order on mycuisinesolutions.com, you may have been prompted to create an account.
    • If you created an account and know the login information, congratulations! You have everything you need to shop our store and earn rewards.
    • If you created an account but don’t know the login information, visit our Customer Login page here and select “Forgot your password?”. Check your inbox (including the junk folder) for an email with a link to reset your password. Once your password is reset, you’re good to go!
    • If you don’t have an account or aren’t sure whether you created one, click here to visit our account creation page. Enter your information to create a new account.
      • If you receive an error message saying that your “email address is already associated with an account” you may have already created at account with us. In that case, simply choose the Reset Your Password option and check your inbox (including the junk folder) for an email with a link to reset your password. Once your password is reset, you’re ready to shop our store and start earning points!
    • If you are having trouble accessing or creating your account, or have other questions or concerns, contact our support team at inquiries@cuisinesolutions.com.

TERMS & CONDITIONS - CUISINE SOLUTIONS LOYALTY PROGRAM

Terms and Conditions:  


The Cuisine Solutions Rewards Program is open to individuals in the 48 contiguous Unites States of America. You must be at least 18 years of age and able to provide and maintain a valid email address to participate. Resellers may not participate in the Cuisine Solutions Reward program. By joining the Program, you represent that you are at least 18 years of age or older and by using this program you agree that you have read and agree to all the rules of this Program. Your membership is nontransferable and is subject to present and future Program rules. By participating in the Cuisine Solutions Rewards Program, you agree to receive advertising, marketing materials and other communications from Cuisine Solutions. 


Participation in the Cuisine Solutions Rewards Program is subject to program rules, regulations, policies and procedures (“Program Rules”) that Cuisine Solutions may, at its discretion, modify from time to time without notice. Cuisine Solutions has the sole discretion to interpret and apply Program rules. 


Cuisine Solutions Rewards Points 


As a member of the Cuisine Solutions Rewards Program you have the opportunity to earn Sous Vide Points, although the Program is subject to change at any time. To accumulate points for purchases, you must create a Cuisine Solutions account. Sous Vide Points will post to your Cuisine Solutions Rewards account within 2 business days from the original date of purchase/qualified event. Sous Vide Points and rewards cannot be redeemed for cash. You cannot give or transfer your Sous Vide Points, membership benefits, or rewards certificates to another party.  


The Cuisine Solutions Rewards Program is subject to modification, cancellation, or limitation at Cuisine Solution’s discretion, with or without notice. The number of points required to redeem any reward may be substantially increased or decreased, any reward may be withdrawn, and restrictions on any reward or reward redemption may be imposed at any time.