FRESH & FROZEN PRODUCTS
Are your products fresh or defrosted from frozen?
None of our products are ever defrosted from frozen. Our fresh products have never been frozen and can be frozen for 3-6 months depending on the product. We will never sell defrosted products.
Our wild white fish from NZ and our Australian Shark Bay wild prawns are snap frozen at the source to keep them as fresh as possible – we keep these products frozen.
Sometimes if we have stock left over and it is close to its best before date, we will freeze it and sell it frozen – this product is still perfect however cannot be refrozen once it is defrosted.
How often do you receive your products:
- Big Glory Bay NZ Salmon = Every Wednesday morning
- NZ Akaroa Salmon = Every Friday morning.
- Organic Malaysian Chicken = Daily from Mon-Sun. We do not have fresh chicken on Mondays.
- Cape Grim Beef = Fresh directly from Australia every 10 days.
- Australian Dorper Lamb – Fresh from Australia every 2 weeks.
- Wild Caught White Fish from NZ – As this arrives snap frozen we will usually have stock.
What is a Rib-Eye Steak?
Rib eye steak is the same as a Scotch Fillet Steak. As its name suggests, it is from the rib section of the cow.
What is an Eye Fillet Steak?
The eye fillet is also known as tenderloin steak and sometimes referred to as the lady’s cut’ as there is very little fat on it. The eye fillet / tenderloin sits beneath the rib of the cow.
What feed is used for Big Glory Bay NZ King Salmon?
Salmon eat fish in the wild, and Big Glory Bay is committed to sustainably feeding their fish a recipe that is as close as possible to their natural diet. Their feed comes from sustainable, certified GMO-Free suppliers and contains everything our salmon need to thrive. The feed formulations are designed to suit the salmon's different life stages and does not contain any antibiotics or hormones and is sustainably sourced from responsible suppliers that have been audited and certified.
What feed is used for Akaroa NZ King Salmon?
A proprietary feed formulated from a blend of protein rich ingredients, minerals and oils is used. All feed is certified and GM free.
Where is your Chicken From?
Our organically farmed chickens are ethically reared on modern farms in Malaysia without the use of growth enhancers or antibiotics. Reared in a temperature-controlled, hygienic environment with ample space for the chickens to roam, they also enjoy a calm and soothing environment listing to the sounds of Mozart classical music!
Fed with Lactobacillus, which enhances the chicken's immune systems naturally, protects their intestinal system, and thus improving the absorption of their nutrients while at the same time lowering the fat and cholesterol intake, providing a much healthier choice for consumption.
What is Lactobacillus?
Lactobacillus, or friendly bacteria, is a natural way of combating harmful bacteria. With a more advance lactobacillus technology, stronger strains were specially cultured for our Chicken. Using a high-tech farming process, it is introduced into the diet of chickens reared in a controlled environment under the strict supervision of a team of selected and qualified professionals.
Why is our chicken is so good?
- Organically Farmed
- Fed with Lactobacillus
- Listens to Mozart (!)
- Farmed without antibiotics or growth enhancers*
Lower in Cholesterol & Saturated Fats than standard farmed chicken
How much do you charge for delivery?
Our delivery charge is currently $5 flat fee for Same Day Delivery and Free Delivery for all other deliveries.
Can I change or cancel the items I have ordered?
Once your transaction is completed and payment is made, your order cannot be changed or cancelled. However if you call us within 2 hours of placing the incorrect order, we will endeavour to help make the changes.
Can I return a product I have ordered online?
Unless an item has been delivered in a damaged condition and rejected upon delivery we cannot take it back. Products that are delivered in good condition and have been accepted upon delivery cannot be returned as product safety may have been compromised due a break in the cold chain and cannot be resold;. Damaged products will be replaced or refunded within the same or latest, the next working day where possible.
What if one of my products has gone off?
We are meticulous about the the quality and freshness of our products, however if you are at all unhappy with a product upon opening it, please contact us immediately.
We cannot refund or replace a product that has been purchased from us / reported to be spoiled if it is more than 3 days since the purchase of the product.
It is important to store your products correctly either refrigerating or freezing where applicable.
What do I do if an item is missing from my order?
Our driver is trained to check every item off with the recipient at the time of delivery. In the event that something has been missed, please let us know immediately. Missing items must be advised within 2 hours of receiving your order. If an item is found to be missing from your order, or you have received the wrong product, we will do our best to deliver it as soon as possible or will provide you with a refund.
Who can I contact if I want further information on my online purchases?
Please whatsapp on +65 8809 0938 or email us at email@example.com.
What Payments do you accept in your online store?
We accept Visa, Mastercard & American Express.
I do not want to pay for my product online, will you accept cash on delivery?
Due to past unfortunate experiences we are unable to accept cash on delivery for any order. If you do not wish to pay via the online portal, you can make your payment by using PAYNOW - just give us a call and we will help you with the order.
Can I give you my credit card details over the phone?
Unfortunately, our credit card facility is not enabled to take payments over the phone.
I'm having problems checking out of the cart - it keeps saying my postcode is invalid:
This sometimes happens and we're not sure why but if you clear your cache / history and open the website in a new page it usually does the trick. If it doesn't drop us a line (firstname.lastname@example.org) and we will try and help.
OUR LOYALTY PROGRAMME
Do you have a loyalty programme?
Yes we do, our loyalty programme awards 1 Point for every $1 Spent (excl. GST). In order to accumulate points you need to have an active account. Once you have activated your account you can log in and track your points. You can track your points by visiting your account details. You will be eligible to redeem points (credit) towards your shopping once you have accrued 100 points.
You must create an account to accrue points. When you log in - you will see a pink Rewards tab pop up to the right of the screen - click on this and you will see what rewards you are eligible to receive (if any). If you click 'Use' you will see a 'Congratulations' notice with the rewards amount - Click on 'Copy' button and when you go to check out, paste this code in the discount code box. Or take note the code and use it at another time.
You can scroll down the rewards tab and see how you can earn points with our referral system and also our social media points reward system.
Can I use a discount code and my loyalty points at the same time?
No, unfortunately not at the moment but we're working on it!
I order from you every week, can you please give me a regular discount?
Our loyalty programmer offers very generous rewards especially for regular shoppers. Unfortunately as much as we would like to, we are unable to offer a regular discount and run our loyalty programme as well.
What are other ways I can earn points?
Refer a friend and they will receive 10% off their first order and you will be rewarded with a $10 voucher.
Do my points ever run out?
Yes, in order to keep up with our accounting we need to put a limit of 6 months on the validity of your points. You will be reminded 1 month before they are going to expire.
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