Frequently Asked Questions

Proactive Foods is a proudly South African brand specialising in premium freeze-dried foods for long-term food storage, emergency preparedness and food security.

We form part of the Forever Fresh Foods Group, with our production facility based in Somerset West, Western Cape, South Africa.

Our range includes ready-to-eat meals, single freeze-dried ingredients, emergency food kits and other preparedness essentials.

You can contact us at:

Email: info@proactivefoods.co.za

Tel: +27 (0)87 550 1579

You can contact us at:

Email: info@proactivefoods.co.za

Tel: +27 (0)87 550 1579

Office Hours:

Monday – Thursday: 09:00 – 17:00

Friday: 09:00 – 15:00

Weekends & Public Holidays: Closed

Our online store is open 24/7.

Our production facility is based in Somerset West, Western Cape, South Africa.

No. Proactive Foods is an online store and we do not operate a physical retail shop.

You can shop our full range online and have your order delivered directly to you.

Yes, through our online shop at proactivefoods.co.za.

Should you be interested in stocking our products or would want to recommend a shop, please contact us.

All of our latest retail pricing and product information is available directly on our website.

If you are interested in wholesale or reseller pricing, you can apply through our Wholesale Application Form.

We do not currently have a standard referral or affiliate programme.

However, if you have a partnership, collaboration or promotional opportunity that you believe would be mutually beneficial, please contact our team at info@proactivefoods.co.za.

Yes.

If you have a retail or online business and would like to become a Proactive Foods reseller, please complete our Wholesale Application Form on our website.

Our team will review your application and contact you with further information if your business is a suitable fit for our reseller network.

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Freeze-drying, also known as lyophilisation, is a process used to remove moisture from food while helping to preserve its structure, flavour and nutritional quality.

The food is first frozen before the moisture is removed under vacuum through a process called sublimation.

The result is lightweight, shelf-stable food that requires no refrigeration while sealed and can be rehydrated when needed.

When correctly packaged and stored under suitable conditions, selected Proactive Foods products carry Best Before dates of up to 25 years.

Both processes remove moisture from food, but they do so differently.

Traditional dehydration generally uses heat to remove moisture, while freeze-drying first freezes the food and then removes the frozen moisture under vacuum.

Freeze-drying typically allows food to retain more of its original shape, structure and texture and enables it to rehydrate efficiently. It also produces a very lightweight product, making it particularly suitable for long-term food storage and emergency preparedness.

When correctly packaged and stored, selected Proactive Foods freeze-dried products carry Best Before dates of up to 25 years.

NET weight refers to the weight of the dry product inside the pouch before any water is added. It excludes the packaging.

REHYDRATED weight refers to the approximate prepared weight once the recommended amount of water has been added.

Where applicable, we provide both so that you can see how lightweight the product is for storage while also understanding approximately how much food it will make once prepared.

Our pouch sizes vary depending on the product and quantity being packed.

Please refer to the individual product page for the most accurate product weight and packaging information.

Our larger storage pouches are approximately 250 x 330 mm.

Our larger pouches include a built-in zip seal, making them easier to reseal after opening.

Some smaller pouches do not include a zip seal.

Please remember that once a pouch has been opened, the original long-term Best Before period no longer applies. Opened products should be protected from moisture and contamination and consumed in accordance with the storage instructions provided on the packaging.

We do not currently offer free samples.

Keep an eye on our website and marketing channels for any future promotions or sampling offers.

We specialise in freeze-dried foods and emergency food solutions.

Our range includes:

• Ready-to-eat freeze-dried meals

• Freeze-dried meats

• Freeze-dried vegetables

• Freeze-dried dairy and egg products

• Vegetarian and vegan options

• Emergency food kits

• Emergency and preparedness supplies

Our current range is available to shop directly on our website.

Selected Proactive Foods products are marked with Best Before dates of up to 25 years.

This is based on the product remaining unopened, in its original intact packaging and being continuously stored under appropriate conditions.

For the best long-term results, products should be stored in a cool, dry and clean environment, ideally below 25°C, and away from direct sunlight, excessive heat, moisture, humidity and anything that could damage the packaging.

Always refer to the Best Before date printed on the individual product.

No. Our sealed freeze-dried products do not require refrigeration.

They should be stored in a cool, dry place away from direct sunlight, excessive heat and moisture.

Once opened or rehydrated, please follow the storage instructions provided on the individual product packaging.

The net weight of each product is displayed on the product packaging as well as on the relevant product page on our website.

Where applicable, we also provide the approximate rehydrated weight so that you can see how much prepared food the product will make.

The long-term Best Before date applies only while the product remains unopened in its original, intact packaging.

Once opened, the product should be protected from moisture and contamination and consumed within the period recommended on the individual product packaging, usually within 14 days.

Opening and resealing a pouch does not reinstate the original long-term Best Before period.

Detailed product information is available on the individual product pages on our website.

This includes information such as product weights, ingredients, allergens, preparation instructions and nutritional information where applicable.

If you need additional information about a specific product, please contact us at info@proactivefoods.co.za.

Once your order has been successfully placed, you will receive an order confirmation email from us.

If you do not see it in your inbox, please check your Junk or Spam folder.

If you still cannot find your confirmation, contact us at info@proactivefoods.co.za with your name, email address used at checkout and proof of payment where applicable so that we can investigate.

We will send you email updates as your order is processed and dispatched.

If you created an online account when ordering, you can also log into your account to view your order information.

Once your order has been dispatched, tracking information will be provided where applicable.

Please contact us at info@proactivefoods.co.za and let us know your location so that we can assist you with your nearest current stockist.

Alternatively, you can shop our full range directly through our online store.

Yes.

Our website uses SSL encryption to help protect information transmitted between your browser and our website.

Online payments are processed securely through our approved payment providers and we do not store your full card details ourselves.

No. Orders should be placed directly through our online store.

This ensures that your order details, payment and delivery information are captured correctly and securely.

If you experience any difficulty placing an order online, please contact us and our team will be happy to assist.

Yes. We run promotions and special offers from time to time.

These will be advertised on our website and through our marketing channels when available.

Any promotion-specific terms and conditions will apply to that particular offer.

Yes.

If you would like to stock Proactive Foods products or regularly purchase larger volumes, please complete our Wholesale Application Form on our website.

For exceptionally large or once-off bulk orders, you are also welcome to contact us at info@proactivefoods.co.za for assistance.

Yes. All retail prices displayed on our website are inclusive of VAT unless otherwise stated.

Our VAT Registration Number is 4210295384.

We accept secure online payments through the payment options available at checkout.

These may include card payments and Instant EFT.

The available payment options will be displayed when you proceed through checkout.

No. We do not accept cash payments.

Orders should be placed and paid for through our secure online checkout.

Yes. Where available, you can select the Instant EFT option during checkout.

Simply follow the payment instructions provided by the payment gateway to complete your payment securely.

Where Zapper is available as a payment option at checkout, you can use it to complete your payment.

If your payment succeeds but you do not receive an order confirmation email, please contact us immediately at info@proactivefoods.co.za and include your proof of payment so that we can investigate.

In rare cases, a payment may be successfully processed but the order confirmation may not reach you due to a timeout or communication issue between the website and the payment provider.

First, please check your Junk or Spam folder.

If you still have not received an order confirmation, email us at info@proactivefoods.co.za and include your proof of payment, full name and the email address used during checkout.

We will investigate and make sure the payment is correctly matched to your order.

Yes.

Please contact us at info@proactivefoods.co.za with your order number, registered company name and valid VAT registration number, and our team can assist you with a VAT invoice.

Once payment has been confirmed, we generally require 1–2 working days to process, pick and pack your order.

Once dispatched, standard courier delivery generally takes approximately 2–4 business days, depending on your destination.

Large bulk orders and emergency food kits may require additional processing time.

Please note that these are estimated timelines and courier delays, remote locations, public holidays and other circumstances outside our control may affect delivery times.

Your order will enter our fulfilment process once payment has been successfully confirmed.

We generally require 1–2 working days to process and pack your order, followed by approximately 2–4 business days for standard courier delivery.

Delivery times may vary depending on your location and the size of your order.

Yes.

Once your parcel has been dispatched, you will receive a notification with tracking information where applicable so that you can follow your delivery.

Next-day delivery cannot be guaranteed.

Orders generally require 1–2 working days to process and pack after payment has been confirmed, followed by the applicable courier delivery time.

We always aim to process orders as efficiently as possible, but courier delivery times and other logistics are outside our direct control.

Yes. Local collection is available for fully paid orders where Local Pickup has been selected at checkout.

Please wait until you have received confirmation from us that your order is ready for collection before arriving.

Collections take place from our premises in Somerset West, Western Cape.

During checkout, select Local Pickup from the available delivery options.

If Local Pickup does not appear as an available option for your order, please select one of the available courier delivery methods instead.

You will receive an email notifying you once your order is ready for collection.

Please wait for this notification before arriving, as your order cannot be released until it has been processed and marked as ready for collection.

We offer free delivery to qualifying South African areas on orders above the qualifying order value displayed on our website.

For orders that do not qualify for free delivery, the applicable delivery charge will be calculated and displayed during checkout.

Shipping rates may vary depending on your delivery location and order size.

We use door-to-door courier services for deliveries throughout South Africa.

The courier service used may vary depending on your location, parcel size and delivery requirements.

Some farms, plots and remote addresses may fall outside our standard courier service areas.

Please contact us at info@proactivefoods.co.za before ordering so that we can check your location and advise on the best available delivery option.

No.

Our courier partners require a physical street address and cannot deliver to PO Boxes.

Yes. Proactive Foods is a registered exporter and international shipping may be arranged to selected destinations.

Import regulations vary between countries, particularly for products containing meat or other animal-derived ingredients.

Please contact us at info@proactivefoods.co.za before placing an international order so that we can confirm whether your products can be shipped to your destination and provide a shipping quotation.

Standard orders are handled through our normal courier network.

Very large, heavy or bulk orders may require a separate freight quotation or alternative shipping arrangement.

If you are planning a particularly large order, please contact us at info@proactivefoods.co.za so that we can advise you on the best delivery option.

If your parcel has not arrived, please contact us at info@proactivefoods.co.za with your order number.

We will first investigate the shipment with the courier.

If the parcel is confirmed as lost, we will arrange the appropriate replacement or refund in accordance with our policies and applicable consumer law.

Because our products are food items, we generally cannot accept change-of-mind returns once they have left our control due to food-safety and hygiene requirements.

This does not affect your rights if a product has been damaged, incorrectly supplied or is otherwise defective.

If there is a problem with your order, please contact us at info@proactivefoods.co.za with your order number and details of the issue so that our team can assist.

Please contact us at info@proactivefoods.co.za as soon as possible and include your order number.

We will investigate the parcel with the courier and update you once we have further information.

No.

We use approved courier services for our deliveries and do not currently ship orders through the South African Post Office.