Frequently Asked Questions:

Home Delivery:

What time will my order by delivered?

You will receive a text message notification overnight/morning of your scheduled delivery to the mobile number you listed on your order with tracking information and an estimated delivery time.

The delivery time is however only approximate and can change but will be updated in the link you have been provided with the night before delivery.

All deliveries are between 8am and 6:30pm on your chosen day.

On very rare occasions orders may be later than 6:30, this is usually due to break downs or traffic but we will make sure your order still gets to you.

What do I do if my item(s) arrives damaged?

We take the quality and freshness of your order seriously, and we’re sorry if something doesn’t look right.

Please contact us within 24 hours of delivery by emailing hello@prydebutchery.com.au, or use our contact form.

Please include:

Your order number
A brief description of what happened
Clear photos of the affected items and packaging

Once we review your claim, our friendly customer service team will review and be in contact with a resolution.

How does your delivery process work?

To see an overview of our delivery process, please click here.

Do you ship frozen?

No, whilst some very specific products are shipped from frozen our delivery partner is chilled delivery only.

Can I request a more accurate delivery time?

As our orders are delivered by refrigerated couriers, the orders are delivered as per their schedule which is calculated on the day of the delivery. In the morning you will received a text message and an email which will have a link that has approximate time and also a tracking map.

Packaging:

Vacuum Packing - Colour and Odor?

Where possible we vacuum seal the products as it keeps them fresher for longer and also makes them ideal for freezing. A side effect of this is that vacuum-sealed beef and lamb may appear brown/grey in colour until opened due to the lack of oxygen in a vacuum. This is entirely normal and not a sign that the product is off. Once they are exposed to normal air they will bloom back to the redness you would expect.

Due to the absense of oxygen when opening vacuum-packed meats, it is not uncommon to notice a distinct odor (not rancid). This is often due to the accumulation of natural gases released by the meat during storage and should dissipate after a few minutes. Rinsing under cold running water is very effective. Should the odour become stronger and rancid please contact us.

Can I recycle the packaging?

Our Chilltainer boxes are fully recycable. Just pop them in your yellow bin.

Other

Are you Halal?

All of our meat is certified Halal, however our shop is not. Upon request we can cut to order products that satisfy Halal requirements.

Is your Beef and Lamb grass fed and finished?

All of our beef and lamb is grass fed and finished unless otherwise specified in the description.