ORDERING FAQ
When is your order cut off?
Order by WEDNESDAYS 12:00 MIDDAY to ensure following week, end of week for Home Delivery or pick up.
What locations can I pick up my online order from?
1. Boy & Bear Pet Supplies Bayswater Factory Outlet
2. MULLALOO IGA 1/11 Koorana Road, Mullaloo
3. QUINNS ROCKS FRESH IGA 121 Quinns Road, Quinns Rocks
4. ROLEYSTONE FRESH IGA, Roleystone Shopping Centre 21 Jarrah Rd, Roleystone
5. DARCH SUPA IGA 225 Kingsway, Darch
6. AVELEY IGA, 77 Swanleigh Parade, Aveley
7. WINTHROP GARDENS IGA 131 Somerville Blvd, Winthrop
8. IGA Xpress Old Bridge, 4 Old Coast Rd, Halls Head
9. IGA Esperance Dempster St, 97 Dempster St, Esperance
When can I pick up my order from the pick up location I selected?
The pick up dates will be shown in the cart, checkout and automated order confirmation.
You will also be notified to confirm the pick up day & instructions once your order is made. Collection is required within 24 hours as our products do not contain any preservatives.
Why do I have to wait for my order?
As we really do not use any preservatives, our products are made to order in large batches each week according to the orders submitted by the previous weeks cut off date.
For this reason we don't offer a click and collect service.
We feel the health benefits of the freshness and purity of our products far outweighs the wait time required to provide only the best premium products for your pet.
Why is there a pick up charge?
We are charged a handling and storage fee by our pick up points for their service and use of their cool rooms to store customer orders as they await collection, we are unable to absorb this cost.
There is no charge for pick-ups from our Factory Outlet in Bayswater.
Can I pick up from the Factory?
Yes, select the pick up option. We will email you to confirm which day your order will be ready for collection.
Can I make changes to my order?
Please read our Terms and Conditions carefully in the checkout prior to making payment and completing checkout.
Any amendments or order cancellations if approved will incur a $50 Admin fee. We are no longer making changes to orders including changing products, pick up locations or deliveries. If a change is still required and is approved by management and strictly falls before the cutoff time your order will be cancelled, refunded and you will need to resubmit your order again, no exceptions.
I selected Delivery, when will my order be delivered?
Delivery dates will be shown in the cart, checkout and an automated order confirmation.
Once your order is made you will be notified by email to confirm which of the two days delivery will take place.
As we don't use preservatives we get the food out to you as soon as possible and sometimes this means you will receive your confirmation the afternoon before.
Due to the large volume of orders we cannot predict the delivery time, deliveries go out 7am - approximately 7pm THURSDAY - FRIDAY. Please leave instructions in the notes section if you aren't expecting to be home during these times as our drivers are unable to provide updates or contact customers.
If you opt to have your order delivered to a business then please ensure there will be someone there to accept delivery right up to 7pm,
Do you deliver to my suburb?
We deliver to most PERTH METRO suburbs Rockingham to Two Rocks.
Delivery cost is is a flat rate of $35, we are unable to absorb the cost of providing this service. We understand this service and cost may not be suitable for everyone and offer the option of pick up from a large range of locations or to shop instore at our stockists.
Click to view detailed list of suburbs we deliver to
JOONDALUP, STIRLING, WANNEROO, CAMBRIDGE, CLAREMONT, COTTESLOE, MOSMAN PARK, NEDLANDS, PEPPERMINT GROVE, SUBIACO, VINCENT, SOUTH PERTH, VICTORIA PARK, BASSENDEAN, BAYSWATER,
SWAN: *selected suburbs only, BELMONT, CANNING, KALAMUNDA, COCKBURN, EAST FREMANTLE, FREMANTLE, GOSNELLS, KWINANA, MELVILLE, ROCKINGHAM: *selected suburbs only (Mandurah Halls Head IGA is a new order pick up location)
I live outside your delivery area, how do I get your products??
Due to the recent increased fuel levies and surcharges with our third party delivery services we have decided to allow customers to use their own preferred refrigerated courier service. Select Perth Metro delivery and we will deliver it to their depot for you. Please include your details/address in the billing information and the courier service address in the delivery information/address.
How do I view the prices, do you have a price list?
To view prices and order products simply select the size option/quantity from the drop down menu in the product and the price will display. The Contact Us to Purchase button is automated message on the button which will automatically change to Add to Cart once a selection is made. The website displays all our currently available products and current prices.
Why do you have a minimum order amount?
Our most popular items can be purchased at our many stockists with no minimum required. We specialise in wholesale and offer online shopping to customers buying factory direct in bulk. To qualify for this service the minimum order not including delivery or pick up is $100.
I can't meet the minimum order, where can I buy your products in individual packs?
You can shop direct in store at our factory outlet open Thurs-Sat. We also have many stockists in Perth as well as across WA with more launching soon. Please refer to our stockist list to find your closest stockists: stockist page
Do you have a stockist near me?
Please see our convenient Map & Stockist List: stockist page
Do you have any offers for your regular customers?
Yes, we sure do, We have recently launched loyalty rewards where you can now earn a point for every dollar spent online. Every time you reach 1000 points you will be emailed a $50 voucher to spend on your next order.
We will also run special bonus points promotions so be sure to subscribe to our mailing list to stay updated on all our upcoming offers and news.
IMPORTANT: *Please remember our products contain NO Preservatives & when we say NO Preservatives we really mean NO PRESERVATIVES. Once opened the products need to be portioned in to meal sized packs & frozen
OR kept refrigerated & used with 2 days. If selecting to pick up make sure you collect your order as soon as possible, bulk boxes will need to be portioned and frozen promptly.
