Frequently Asked Questions

grey_curve.png
+Do I need to buy Suvie Meals or a subscription for Suvie to work?

No, you do not. Suvie Smart Meals are completely optional. You can cook your own food in Suvie.

+If I pre-order, when will I receive my appliance?

It depends on when you pre-order. Our first shipments of Suvie appliances are going to our Kickstarter backers. After the Kickstarter orders, our website pre-orders will ship. We expect current pre-orders to ship from our factory in China in August. Based on this timeline, you can expect your Suvie to arrive in your home in September of this year. However, this date is subject to change based on any unforeseen circumstances. As a pre-order customer, we will keep you updated on all progress and shipping.

We'll continue to send updates on production and behind the scenes details on how things are moving along for all our Kickstarter and website customers.

+If I pre-order, when will my credit card be charged?

For shipments expected in July and later: When you pre-order a Suvie Kitchen Robot, we will charge your credit card at the time of your order. This helps us make payments to our factories and component suppliers to start building your appliance. If you change your mind, though, you may still modify or cancel your order up until the time your appliance ships from China to our warehouse in the U.S. We’ll be sure to provide you with email updates before your Suvie ships from China, when it arrives at the warehouse, and when it will be shipping to your home.


If you previously pre-ordered a Suvie Kitchen Robot (orders marked for shipment in June or earlier), we will charge your card when it is time to order the component parts for your appliance. You will receive an email alert several days before your credit card is charged so that you’re aware of the coming transaction.

+What happens if I decide to cancel my pre-order?

You can cancel or update your order at any time for a full refund prior to its shipment from our factory. All you have to do is sign in to your account, hit the “Cancel” button, and then follow a simple set of instructions. If we’ve charged your credit card, you’ll see a refund to that credit card in 5-10 business days. However, after the appliance has shipped, any cancellation will be provided under the terms of our 100-day return policy minus your shipping and handling charges.

 

+What is your return policy?

In order to return your Suvie, a return authorization must be requested from our customer service team within 100 days of shipping and you must ship your appliance back to us in those 100 days. You can contact us at help@suvie.com

You must return the appliance to us, and it must be in good physical condition (not physically broken or damaged). Your return must include all the accessories and packaging that originally came with your purchase, as well as the product UPC barcode and the return authorization number.

You are responsible for and must pre-pay all shipping charges and assume the risk of loss or damage to the returned Suvie while the appliance is in transit back to us. After receipt and inspection, we will refund you the cost of the appliance. Shipping and handling charges, gift wrap fees, and any taxes paid will not be refunded.

+What kinds of updates will you be providing on the pre-orders?

We’ll be sending out email updates in the months leading up to delivery so you can stay in the loop on manufacturing, distribution, and shipping, as well as on any new developments we’ve got cooking.

+If I pre-order a Suvie appliance and decide later that I want to add a set of extra pans, will I be able to do that?

Absolutely. If you add an extra set of pans while we’re still in pre-order, you will get them for the special discounted price of $125 with free shipping. If you decide on the extra pans after Suvie goes on sale to the general public, they will be available at the full retail price.

+If I pre-order a Suvie Kitchen Robot, do I have to sign up for the Smart Meals as well or do I have time to decide if I want to add the meals later?

You can sign up for Suvie Smart Meals at any time — when your appliance ships or after you’ve received it. You can also continue to enjoy your Suvie with your own ingredients and meals. That flexibility is key to the Suvie experience.

+Why should I get Suvie?

Suvie is for everyone, and we believe it’s especially useful for working professionals and parents who don’t have the time or ability to prepare healthy, home-cooked meals.

Taking four essential components of a balanced meal  protein, vegetable, starch, and sauce  from refrigerated to cooking, the Suvie system makes fresh wholesome meals of your choice that are ready to eat when you get home or whenever you’re ready.

  • The Suvie system uses fresh, clean ingredients 
  • Our appliance is the first of its kind that can both refrigerate your food and then cook it once it is programmed to start preparing your meal
  • You never have to estimate how long the entire meal or any one component needs to cook; Suvie takes care of those calculations
  • The system is easy to clean - the pans are dishwasher safe - saving you time after your meal is over.

+How many different meals can my Suvie make at a time?

Your Suvie appliance can make one complete meal with a protein, vegetable, starch, and sauce that will serve 2-4 adults or 2 adults and 3 children.

+How many portions can my Suvie make at a time?

Suvie can make 1, 2, 3, or 4 portions for each of the four food components (protein, vegetable, starch, and sauce). We find that the Suvie appliance can also make enough food for up to 2 adults and 3 children.

+Does Suvie need the internet to work?

An internet connection is required to remotely schedule your Suvie system via phone or tablet, but it does not need the internet to cool or cook your meal. The Suvie appliance stores recipes within its internal memory to make sure bad internet connections never interfere with your cooking, so don’t worry about being unable to cook your meal if your WiFi is down. Occasionally Suvie will need to connect to the internet to download new recipes and expiration data.

+I'm a details person! Please provide more info on manufacturing and technical specifications.

The peak power of the Suvie appliance is 1200W broil +60W electronics. Cooking power is 560W; cooling power is 160W. The protein and vegetable pans' volume is 1.25L each, while the starch volume is 1.5L, and the sauce volume is 2L. The user interface is a 480x320 color display with a rotary push dial. We’ll have even more specifications to announce as we get closer to shipping.

The Suvie appliance is in the final stages of design for manufacturing and performance testing validation, and we will soon begin scaling our production. Our Chinese team is working with our manufacturing partners, who are experts in small kitchen appliances.

Our contract manufacturing partners all have decades of experience manufacturing high quality countertop appliances for the world's largest and most famous home appliance brands. We're leveraging their engineering and manufacturing knowledge to create a product that's innovative, reliable, and easy to manufacture.

+How big is Suvie / what are the dimensions?

The Suvie appliance is 20.5 inches wide x 16.6 inches high x 15.4 inches deep. It is designed to fit under a standard height kitchen cabinet.

+Will Suvie fit under my kitchen cabinets on my counter?

Most likely, yes. In the U.S. the “standard” distance between a kitchen countertop and the bottom of kitchen cabinets is 18 inches. We designed the Suvie appliance specifically to fit under your countertop with enough clearance to get the water reservoir in and out easily.

+Can I make trays specific to my needs? For example, can I have two trays for protein and one for my vegetables, skipping the starch?

Currently the trays may only be used for the specified meal component.

+How fast does Suvie cool?

With normal operating conditions, food loaded into your Suvie should reach a temperature under 41F in less than two hours. Suvie will then keep your protein and vegetables cold until it’s time to cook.

+How does Suvie cool?

The Suvie appliance uses a mini compressor that is similar to what your household refrigerator uses to cool. Suvie circulates water around “water jackets” that surround your food, transfering the cold energy from its cooling water to your vegetables and protein.

+Is Suvie safe?

Safety is our number one priority. From day one, we have worked with the UL experts at Product Safety Consulting as well as scientists from the University of Massachusetts Amherst Food Science program to design safety into every part of the Suvie system and Suvie Smart Meals.

+What happens if my Suvie malfunctions? Does Suvie come with a warranty?

Suvie offers a 90-day parts warranty and 12-month labor warranty on Suvie appliance purchases.

+Is there a rental or installment plan option?

Currently there is no rental or installment plan option available.

+Does Suvie require a special plumbing hook-up?

Suvie does not require a special plumbing hook up. Water is supplied to the appliance through the removable water reservoir that you fill before use. Then, after each meal, you empty the drain tray that is on the front of the Suvie appliance below the main door. The only hook up needed is to plug Suvie into a standard electrical outlet. Please make sure the outlet is nearby; do not use an extension cord to plug in your appliance. 

+Can you put this unit in a cut out spot in your cabinets, like you can do with some microwaves?

Because you need to access both the front and the right side of the Suvie appliance (for the water reservoir), it’s not currently possible to have it sit within a cut out cabinet space. Suvie was designed, however, to sit comfortably between a standard countertop and a cabinet above.

+Are the Suvie cooking pans dishwasher safe?

Yes, they are made out of stainless steel and are designed to be cleaned in your dishwasher.

+How do I clean Suvie?

Suvie can be wiped down with soapy water. After each cook, you will need to empty and wipe down the drain tray. You will also need to clean the broiler of any food particles that may have gotten on the coils while cooking. For your safety, please make sure that the broiling coils are completely cool before cleaning. The removable stainless steel protein, vegetable, sauce, and starch pans can be cleaned in your dishwasher.

+How do you know it works? What kind of testing have you done?

In 2017, we did extensive beta testing of both the Suvie appliance and Suvie Smart Meals in the Boston area. We have built dozens of prototypes in our 2+ years of R&D work. The results were fantastic, and all of the feedback we received has been incorporated into the model going into production as well as into the meals / recipes that will be part of our launch.

+Are there more colors of Suvie available?

Not at this time.

+Is a subscription required for Suvie Smart Meals?

With Suvie Smart Meals, no subscription or commitment is required. You can order as many or as few Suvie Meals as you like; you can also quit or pause at any time.

+How do I order Suvie Smart Meals?

You can customize and order Suvie Smart Meals through the Suvie website. After choosing your meals, they will be shipped to you in refrigerated packaging to keep them cool and fresh throughout transit. As soon as you receive your Suvie Smart Meals, you should place them in your refrigerator or your Suvie until you’re ready to use them.

+How much do Suvie Smart Meals cost?

At this time, we expect Suvie Smart Meals to cost $12 per serving. We are working on a number of options to expand the accessibility of our meal service.

+When does Suvie need WiFi access and how will cloud security be ensured?

We have designed Suvie to be functional without access to the internet. However, if you would like to update the recipes on Suvie, use Suvie’s mobile app to monitor / initiate cooks, or check for firmware updates, you will need to enable WiFi access on the appliance. Every Suvie uses RSA public/private keys that are set in the factory to ensure that all communications with our cloud servers are encrypted and secure.

+What is the fridge life for meals after they arrive?

It depends on the meal component, but in general once Suvie Smart Meals arrive, they have a refrigerator life of 3-5 days before they should be cooked. We always recommend you cook your seafood meals first, as they have a shorter shelf life than meat and poultry.

+How long can food stay cool in my Suvie appliance before it has to start cooking?

We generally suggest you load your Suvie appliance the night before or the morning of the day you are going to cook your meal.

+Responsible sourcing is important to me. Tell me more about where you get the ingredients for Suvie Smart Meals.

The ingredients for Suvie Smart Meals come from commercial food packers who supply some of the top grocery stores in the Northeast. Our chefs are always on the lookout for great farmers and producers to get fresh and flavorful ingredients to our consumers. We will have blog articles that feature some of our producers and farmers when we launch the Suvie Meal ordering platform.

+Are your meals organic?

Initially, our items are not organic but many are sourced locally near our offices in Boston. Over time, we're exploring rolling out organic options if there's enough interest.

+How much packaging is involved in each Suvie Smart Meals shipment?

Each Suvie meal component is packed in individualized small packaging designed to take up as little space as possible. Because the Suvie meal items come pre-cut and ready to cook, we believe our food actually takes up less space than a typical meal kit where the food items arrive unprepared. We’ve used this advantage to optimize all our packaging into the smallest shipping boxes possible. We are constantly committed to always reducing the amount of packaging we use with the Suvie system.

Whenever we are shipping meals to you in refrigerated packaging, the reusable ice packs and insulation need space to deliver your meals safely. Even though our outer packaging is all recyclable, the best way for us to cut down on it is to be able to ship items to your local grocery store. That’s our long term goal, but it will take a few years for Suvie to gain enough market traction to make it a reality.

+Is the food cooked inside plastic packaging?

Yes, the Suvie Smart Meal sous vide items are cooked inside vacuum-sealed BPA-Free plastic bags. This includes both proteins and sauces. The vegetables and starches are not cooked inside any packaging.

+Where are Suvie Smart Meals available?

Suvie Smart Meals will be available for home delivery throughout the contiguous United States.

+Where can I check out menus available from Suvie Smart Meals?

All of our menus will be available at Suvie.com when we launch the Suvie Smart Meal ordering website.

+Where can I find more information on nutritional content of Suvie Smart Meals?

When we are ready to launch the meal ordering application more information about nutritional content of Suvie Smart Meals will be made available.

+One of my family members has allergies. Where can I learn more about the ingredients in each Suvie Smart Meal?

Details about all ingredients included in our Suvie Smart Meals will be available at Suvie.com.

+I'm a vegetarian/vegan/gluten-free/keto/ovo-lacto/carnivore. Do Suvie Smart Meals include options for me?

Initially all of our meals include a seafood, meat, or poultry item. We are working on vegetarian and vegan options, but we are not guaranteeing they will be available at launch. For those on keto diets, we are working on a "from frozen" option that would allow you to order proteins that you could pair with your own fresh vegetables. This would give you the flexibility to enjoy a carb-free meal of your choosing.

Additionally, while we're not launching with gluten-free meals specifically, some of our initial meals include non-gluten containing starches like rice that you would be able to order and enjoy. The "from frozen" option will also help families with dietary restrictions plan meals without certain gluten-containing starches. 

Over time, we hope to have specialty diet meals available for a variety of preferences and needs. You are also welcome to cook your own meals in Suvie using the My Cook feature.

+Can you freeze the pre-packaged meals?

While it is possible to freeze the pre-packaged meals, we recommend cooking them within the allotted time after they arrive at your home and while they’re still fresh.

+Where can I find resources on how to make my own Suvie meals?

Our culinary team has developed and posted recipes designed for use with your Suvie on our recipe blog. We have both slow cook and sous vide recipes available, and both techniques will be available for you to use with your appliance. More information about cooking in the appliance will be provided to you prior to the delivery of your Suvie.

+What types of my own food can I cook in Suvie?

You can cook any protein that you would normally use with the sous vide style of cooking. For vegetables, we suggest those that are typically steamed for no longer than 20 minutes. For starches, rice, whole grains, and quinoa do very well. For pastas, we recommend using extruded shape noodles (such as macaroni or farfalle bow ties). Because Suvie does not have a stirring element, longer pastas such as spaghetti can "clump."

+What about cooking times for my own ingredients? Does Suvie suggest those as well?

Your Suvie shipment will include cooking guides developed by our master chefs with suggested cooking times and temperatures. We'll also make this information available in our dedicated My Cook section of the Suvie website.