Delivery Terms & Conditions
Please read CAREFULLY to ensure a successful delivery.
READ CAREFULLY to Ensure a Successful Delivery.
YOU also play an important role.
These T&Cs are also supported by our general terms of service which can be read here >
At We Feed You, we take great care in packing your meals securely to assist in them arriving safely, but successful deliveries require teamwork.
We also know delivery errors can occur and our delivery partner has systems and processes in place to record and monitor deliveries.
Whilst we acknowledge some reported delivery issues are genuine and our regular customers will know that we work with you to resolve them promptly. We also know from experience there are instances of fraudulent claims. As a small business, we cannot afford to absorb the cost of dishonest claims. Therefore, we take all claims seriously, which takes time to process and involves collecting the necessary data from our records and delivery partner. So please be patient as we under take this process.
If we believe it necessary, we have no hesitation in reporting fraudulent behaviour/claims to your local police. We also have an obligation to document complaints and "if a complaint or feedback refers to an unlawful activity, such as theft or financial coercion - we are also required to notify the relevant authorities" such as the NDIS Commission and/or Aged Care Quality and Safety Commission.
Delivery Information
Our Role:
Packaging
To help keep your meals safe we use insulated bags which are designed to deliver exceptional performance by combining advanced materials that work together to protect your frozen meals and have been tested in extreme heat conditions. Here’s how they work:
- Metalised Heat Barrier:
The outer layer of our insulated bags is metalised, meaning it has a thin, reflective coating that acts as a heat barrier. This layer reflects external radiant heat away from the bag, preventing unwanted heat from entering. By doing so, it helps maintain a low internal temperature, ensuring that your meals stay frozen. - Inner Bubble Insulation:
Beneath the metalised layer is an inner bubble layer, made up of tiny air pockets. Air is a natural insulator, and these bubbles slow down the transfer of heat through conduction. This insulating barrier significantly reduces the overall heat transfer and conductivity of the bag. Additionally, this bubble layer adds a cushioning effect, protecting your meals from physical impacts during transit. - Integrated System with Gel Ice Packs:
When combined with our gel ice packs and your frozen meals, the performance of our insulated bags is further enhanced. This integrated system creates a microenvironment that keeps your meals frozen for extended periods, ensuring that they arrive safely and maintain their quality. - Cardboard Box Packaging:
To add another level of protection, our insulated bags are placed inside our new extra sturdy cardboard box. The cardboard box not only provides structural support and physical protection from impacts but also offers an extra layer of insulation. It reduces air movement around the insulated bag, further stabilising the temperature inside. If the box is damaged in transit, the inner layers should still work to keep your meals frozen.
Together, the metalised heat barrier, inner bubble insulation, gel ice packs, and cardboard box work in harmony to create a robust, multi-layered packaging solution. This system minimises heat transfer and enhances cushioning, ensuring that your frozen meals arrive safely.
Our Delivery Partner's Role :
We work with a third party delivery provider who specialise in cold chain logistics and hold Hazard Analaysis and Critical Control Point (HACCP) certification across Australia. Their delivery drivers handle hundreds of orders every day including high risk products such as frozen seafood. They are often navigating tight schedules, changing weather conditions, traffic, unnumbered properties, and unexpected challenges. Small obstacles - like loose pets, unclear drop-off instructions, locked gates, unanswered buzzers, dark paths, or difficult-to-find addresses can add unnecessary stress to an already demanding job.
By providing clear instructions, entering a mobile number to keep an eye on important text messages AND securing your order promptly - you play a crucial role in ensuring a smooth and stress-free delivery.
Please note that drivers do not enter apartment complexes, climb stairwells, use lifts, or navigate difficult entrances. If this is required, you may need to find a another meal provider with more accomodating drivers or have your meals delivered to a friend or neighbour who can receive your order on your behalf.
If you need to discuss your delivery address, please reach out to us so we can confirm if your delivery address is achievable before placing your order.
Delivery Delays
Whilst uncommon, there may be occasions where your order arrives outside the expected delivery window due to unforeseen circumstances such as traffic delays or other factors beyond our control. While we agree this is not ideal, We Feed You cannot accept responsibility for these delays and they do not constitute grounds for a refund.For extreme delays we always work closely with our delivery partners to minimise disruptions and ensure your meals arrive as soon as possible.
Your Role:
1. Delivery Notifications & Tracking
To keep you informed of your delivery, our delivery partner uses text messages to communicate with you. YOU MUST ENTER A MOBILE NUMBER TO RECEIVE THESE. If you enter a landline, it is not our responsibility you have not received the text messages.
Do not send us your mobile number once the run has started - it's too late. Text messages occur at three points:
- Driver Has Started Route: You’ll receive a message once the driver has started their run. If you haven't received it yet, it's likely the run has not started.
- You’re the Next Stop: A heads-up text so you can prepare or watch for your delivery.
- Order Delivered: A final message with photos showing where your order has been left.
If your order isn’t where you expected, please check the delivery images first before reaching out. We understand it may not be exactly where you wanted, but please consider the challenges the drivers face in their busy schedules and what may seem obvious to you may not be to them.
2. Clear Instructions and Checking Your Delivery Info Matters
Please always use the text messages to secure your delivery as you need to be aware that some drivers may not follow your instructions. We know this is disappointing but we need to be realistic that it can happen.
When entering Special Instructions at the checkout , please make sure they are clear and concise. You can even share images via email to us, so we can load it for the driver to see. Please send to team@wefeedyou.com.au
Important Notes About Deliveries:
✅ Choose a delivery day when you’re home (or someone is available) to receive your order. This helps ensure your meals are unpacked and stored safely as soon as they arrive.
✅ Once your order has been confirmed, check your order confirmation has the correct delivery address and a mobile number. Auto fill functions from your computer or phone can override what you have entered so please double check. If you need to update, reply to the order confirmation email with the correct details immediately after ordering.
✅ Drivers will NOT knock or buzz unless specifically requested in your special instructions. They rely on you receiving text message alerts to let you know when your order is on the way and once it has been delivered.
✅ Many drivers will not enter apartment complexes, climb stairwells, or wait for you to respond to a requested knock or buzzer. Please ensure you check your text messages for updates and to secure your order from an apartment foyer or outside the complex if they cannot enter.
✅ If you have not provided a mobile number, you will not receive text alerts - please send us your number at least 48 business hours before delivery so we can update your account.
✅ Once delivered, you will receive a confirmation text with images showing where your order has been placed.
Taking a moment to provide accurate, easy-to-follow instructions and checking your text message or sharing an image will go a long way in ensuring a successful delivery.
3. Keeping Pets Secure During Delivery
While we know that many pets are friendly, not all delivery drivers are comfortable around animals. Even the friendliest dog can bark, jump, or behave unpredictably, causing fear or hesitation for the driver. Some drivers have had negative past experiences, including being chased or bitten by dogs and cats.
To prevent issues, we kindly ask that all pets be secured during delivery. If animals are loose, your order will likely be left at the gate, so please check your text messages to secure your order on delivery.
4. Understanding That Mistakes Can Happen
While we and our delivery partner strive for perfection, drivers are human, and occasionally, mistakes happen. Despite what it may feel like, no errors are intentional and We Feed You unfortunately bears the cost of all replacement or failed deliveries.
✅ If your order is completely misplaced or undelivered, please notify us on the day of delivery so we can rectify it quickly. Don't wait until the next day/week. Notify us at:
- team@wefeedyou.com.au
- 1300 853 239
- 0435 199 513
- IMPORTANT - leave a voice message if we do not answer and we will get back to you as soon as possible.
✅ If your box was not upright or not exactly where you requested, we ask that you let it go - we know its annoying but it does not affect the quality of your meals adn the text message will show you where your order is.
✅ We welcome constructive feedback for major issues that we can share with our delivery partner to help them improve or report unacceptable behaviour. But we do not need to hear about minor inconveniences that don’t impact your ability to access your order or enjoy your meals.
We truly appreciate your understanding and patience when things don’t go perfectly.
5. Customers with disabilities, limitation or live in apartment complexes or villages: Let’s Plan Ahead
We understand that for many of our customers, a successful delivery is essential. If you have specific needs or accessibility concerns, we encourage you to contact us well in advance of ordering so we can discuss this with you. We can:
✔ Assess the likelihood of a successful delivery and let you know if it is or is not possible - especially if you are in an apartment or secure complex, so you can make an informed decision whether to proceed with placing your order.
✔ Help you construct clear and concise instructions for the driver to avoid confusion.
✔ Share images with us so we can upload them to the portal showing the driver the exact location where you prefer your order to be left.
✔ Make adjustments to improve your delivery experience - where possible.
While we will do our best, our delivery partner and We Feed You have limitations, and we need you to understand these before you place your order. It may be that we cannot meet your needs and you need to find a different meal provider. We would rather you know this in advance, than be dealing with issues later.
To Help Us Quickly Investigate, Please Provide:
1. Immediate Reporting.
If you report an issue many hours or days after delivery, our ability to investigate is limited, and we cannot be held responsible.
2. Photos & Supporting Evidence if relevant:
- Meal packaging, box, and ice packs – showing the condition of your order at the time of arrival.
- Proof of time and date – such as a timestamped image or a photo with your phone in the frame.
- Any relevant details that could assist in identifying what happened.
3. Meal Returns
Depending on the circumstances, we may arrange for our team or delivery partner to collect the meals, so please do not dispose of them immediately.
4. Patience While We Investigate
Once we receive your report, we will review all available data, including:
- Delivery logs tracking the driver’s route and timestamps.
- Photos showing proof of delivery
- Records of SMS notifications (if you provided a landline, this is your error)
- Temperature logs showing the temperature of the vehicle with your order in transit.
- Driver notes and images from the delivery.
- Route history - typically if there is a problem with one order it will affect others so we can check with other customers on the same route to see if they experienced something similar.
Investigating a delivery issue takes time, and we appreciate your patience while we gather all relevant information. If a genuine issue is found, we will work with you to find a fair resolution.
While we always aim to resolve real concerns, we have no hesitation in reporting false claims to the relevant authorities.
Orders close at 9am QLD time on Monday (10am other states during daylight savings) for Friday/Saturday delivery (same week) and Monday/Tuesday/Wednesday delivery (following week).
|
Brisbane Metro
| |
| Tuesday, Wednesday, & Friday |
7am – 6pm |
| Saturday & Monday | Midnight – 8am 7am – 6pm |
|
Gold Coast
| |
| Monday, Tuesday, Wednesday & Friday |
7am – 6pm |
| Saturday & Monday | Midnight – 8am |
|
Sunshine Coast
| |
| Tuesday, Wednesday, Friday & Saturday |
7am – 6pm |
|
Toowoomba
| |
| Monday, Wednesday & Friday |
7am – 6pm |
|
Byron Bay, Lismore
| |
| Friday & Wednesday | 7am – 6pm |
|
Gympie
| |
| Tuesday | 7am – 6pm |
When we cannot provide refunds
We cannot provide refunds in the following situations:
- Insufficient information. If it's a simple case of your word against ours and you have not provided sufficient information, we have no obligation to offer a refund.
- Change of mind or taste preference
Meals are not refundable simply because you didn’t enjoy them. This is why we provide new customers with $25 off their first order, so you can try a small selection before committing to a larger order. - Incorrect delivery address
Please ensure your delivery address is entered correctly at checkout. We cannot refund orders sent to the wrong address due to customer error. - Deliveries outside the estimated time of arrival (ETA)
ETAs are a guide only. Factors such as traffic or weather may cause delays and you need to plan for this. - Late cancellations
Once meals have been processed, packed and dispatched, we cannot cancel, change or refund your order. - Damaged packaging (outer box only)
If the outer cardboard box is dented or damaged your meals will still be safe due to the insulation packaging. The outer packaging is designed to protect the contents, and superficial damage is not grounds for a refund.
We welcome feedback when it truly matters - like if your order hasn’t arrived, was completely misplaced, or is genuinely damaged. But for the little things? Let’s keep the focus on what really counts - delicious meals delivered to your door!
By working together, we can ensure that any delivery issues are handled fairly, accurately, and honestly.
Thank you for your trust and cooperation!