Help Ensure a Smooth Delivery
How You Play an Important Role in a Successful Delivery
At We Feed You, we take great care in packing your meals securely to assist in them arriving safely, but successful deliveries require teamwork.
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. 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. This additional packaging helps ensure that your meals remain frozen and maintain their quality until they reach your doorstep.
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 safe, fresh, and at the right temperature.
Our Delivery Partner's Role
Our delivery provider and their delivery drivers handle hundreds of orders every day, 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, looking out for 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. Reach out to us to discuss your delivery so we can ensure it is achievable.
Your Important Role
1. Clear Instructions and Checking Your Delivery Info Matters
To ensure your We Feed You order arrives where you would prefer it, please provide clear and concise delivery instructions in the Special Instructions box at the checkout. You can even share images if you think this will help.
Important Notes About Deliveries:
✅ Once your order has been confirmed, check your order confirmation has the correct delivery address. Auto fill functions from your computer or phone can override what you have entered so please double check the address is correct. If you need to update email us at team@wefeedyou.com.au at least 3 days before your delivery.
✅ 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.
✅ 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.
2. Delivery Notifications & Tracking
To keep you informed, our delivery partner provides real-time updates via text message. This includes:
📍 Driver Has Started Route – You’ll receive a message with a tracking link to follow their progress.
🚚 You’re the Next Stop – A heads-up 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.
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 in the driver. Some drivers have had negative past experiences, including being chased or bitten by 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 bares 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.
✅ If your box was not upright or not exactly where you requested, we ask that you let it go—we know its annoying but in most cases it does not affect the quality of your meals.
✅ 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. For Customers with Disabilities, 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:
✔ Assess the likelihood of a successful delivery and let you know if it is possible —especially if you are in an apartment or secure complex, so you can make an informed decision whether to proceed.
✔ 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 delivery partner.
Thank You for Your Support
As a small, independent business, every order we deliver represents the hard work and dedication of our team. Unlike large corporations with unlimited resources, we rely on the honesty and cooperation of our customers to ensure a smooth delivery experience.
Your role in securing your order promptly, checking delivery images, providing a mobile number, and offering clear instructions plays a huge part in ensuring we can continue to provide trusted, high-quality meals.
Over the years, we’ve heard every possible delivery complaint. While some cases are genuine, we know others are not, and as a small business, we cannot afford to absorb the cost of dishonest claims. We now take all incidents seriously and have begun reporting fraudulent behaviour to the police.
Our goal is simple: to deliver high-quality, safe, and delicious meals to your home. We genuinely appreciate your understanding, integrity, and partnership in making every delivery successful.
And remember—while we love creating great food, we’re not in the business of playing detective. Let’s work together to make deliveries smooth, secure, and stress-free!
Tracey & Susie
Otherwise known as damn hard-working mums and co-founders at We Feed You!
What We Need From You for an Unsuccessful Delivery
Over the years, we’ve received a variety of delivery complaints—some so blatantly dishonest that they’ve left us shaking our heads. But we also know there can be rare occasions where something goes wrong. We know the majority of our customers are also hardworking people who simply want great food on the table. Unfortunately, it’s the small percentage of dishonest claims that make running a small business especially challenging.
If you believe your order hasn’t arrived correctly, please report it immediately —as delayed reports make investigation and resolution much harder. We take all complaints seriously, so we ask for your patience and understanding while we thoroughly investigate any issues.
To Help Us Quickly Investigate, Please Provide:
1. Immediate Reporting – If you report an issue days after delivery, our ability to investigate is limited, and we cannot be held responsible.
2. Photos & Supporting Evidence:
-
Meal packaging, box, and ice packs – showing the condition of your order.
-
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.
-
Temperature logs showing the condition of the vehicle and 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.
What We Don't Need Feedback On
We genuinely appreciate constructive feedback when something goes seriously wrong with a delivery. However, there are a few things we don’t need to hear about—because they don’t impact the safety or quality of your meals:
❌ The box wasn’t perfectly upright – Your meals are frozen so a slight tilt won’t affect them.
❌ The box wasn’t left exactly where you requested – Our drivers do their best, but sometimes the “perfect spot” isn’t always practical or obvious to them. Check the delivery photos before assuming it’s missing.
❌ The driver didn’t knock or buzz – Unless specifically requested, deliveries are contactless. If you’re expecting a knock, please add it to your delivery notes.
❌ A minor dent in the box – It’s what’s inside that counts! As long as your meals are still frozen and intact, a small dent won’t make a difference.
❌ Lies – In nine years of delivering meals, we’ve heard every excuse under the sun—and let’s just say, some of them are more creative than a bad crime novel. While most of our customers are honest and amazing, we know the patterns of those trying to score free food. So, if your claim sounds too far-fetched to be true, chances are, we already know and we're increasingly reporting "online theft" to your local police stations.
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!
How You Play an Important Role in a Successful Delivery
At We Feed You, we take great care in packing your meals securely to assist in them arriving safely, but successful deliveries require teamwork.
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. 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. This additional packaging helps ensure that your meals remain frozen and maintain their quality until they reach your doorstep.
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 safe, fresh, and at the right temperature.
Our Delivery Partner's Role
Our delivery provider and their delivery drivers handle hundreds of orders every day, 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, looking out for 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. Reach out to us to discuss your delivery so we can ensure it is achievable.
Your Important Role
1. Clear Instructions and Checking Your Delivery Info Matters
To ensure your We Feed You order arrives where you would prefer it, please provide clear and concise delivery instructions in the Special Instructions box at the checkout. You can even share images if you think this will help.
Important Notes About Deliveries:
✅ Once your order has been confirmed, check your order confirmation has the correct delivery address. Auto fill functions from your computer or phone can override what you have entered so please double check the address is correct. If you need to update email us at team@wefeedyou.com.au at least 3 days before your delivery.
✅ 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.
✅ 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.
2. Delivery Notifications & Tracking
To keep you informed, our delivery partner provides real-time updates via text message. This includes:
📍 Driver Has Started Route – You’ll receive a message with a tracking link to follow their progress.
🚚 You’re the Next Stop – A heads-up 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.
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 in the driver. Some drivers have had negative past experiences, including being chased or bitten by 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 bares 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.
✅ If your box was not upright or not exactly where you requested, we ask that you let it go—we know its annoying but in most cases it does not affect the quality of your meals.
✅ 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. For Customers with Disabilities, 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:
✔ Assess the likelihood of a successful delivery and let you know if it is possible —especially if you are in an apartment or secure complex, so you can make an informed decision whether to proceed.
✔ 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 delivery partner.
Thank You for Your Support
As a small, independent business, every order we deliver represents the hard work and dedication of our team. Unlike large corporations with unlimited resources, we rely on the honesty and cooperation of our customers to ensure a smooth delivery experience.
Your role in securing your order promptly, checking delivery images, providing a mobile number, and offering clear instructions plays a huge part in ensuring we can continue to provide trusted, high-quality meals.
Over the years, we’ve heard every possible delivery complaint. While some cases are genuine, we know others are not, and as a small business, we cannot afford to absorb the cost of dishonest claims. We now take all incidents seriously and have begun reporting fraudulent behaviour to the police.
Our goal is simple: to deliver high-quality, safe, and delicious meals to your home. We genuinely appreciate your understanding, integrity, and partnership in making every delivery successful.
And remember—while we love creating great food, we’re not in the business of playing detective. Let’s work together to make deliveries smooth, secure, and stress-free!
Tracey & Susie
Otherwise known as damn hard-working mums and co-founders at We Feed You!
What We Need From You for an Unsuccessful Delivery
Over the years, we’ve received a variety of delivery complaints—some so blatantly dishonest that they’ve left us shaking our heads. But we also know there can be rare occasions where something goes wrong. We know the majority of our customers are also hardworking people who simply want great food on the table. Unfortunately, it’s the small percentage of dishonest claims that make running a small business especially challenging.
If you believe your order hasn’t arrived correctly, please report it immediately —as delayed reports make investigation and resolution much harder. We take all complaints seriously, so we ask for your patience and understanding while we thoroughly investigate any issues.
To Help Us Quickly Investigate, Please Provide:
1. Immediate Reporting – If you report an issue days after delivery, our ability to investigate is limited, and we cannot be held responsible.
2. Photos & Supporting Evidence:
- Meal packaging, box, and ice packs – showing the condition of your order.
- 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.
- Temperature logs showing the condition of the vehicle and 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.
What We Don't Need Feedback On
We genuinely appreciate constructive feedback when something goes seriously wrong with a delivery. However, there are a few things we don’t need to hear about—because they don’t impact the safety or quality of your meals:
❌ The box wasn’t perfectly upright – Your meals are frozen so a slight tilt won’t affect them.
❌ The box wasn’t left exactly where you requested – Our drivers do their best, but sometimes the “perfect spot” isn’t always practical or obvious to them. Check the delivery photos before assuming it’s missing.
❌ The driver didn’t knock or buzz – Unless specifically requested, deliveries are contactless. If you’re expecting a knock, please add it to your delivery notes.
❌ A minor dent in the box – It’s what’s inside that counts! As long as your meals are still frozen and intact, a small dent won’t make a difference.
❌ Lies – In nine years of delivering meals, we’ve heard every excuse under the sun—and let’s just say, some of them are more creative than a bad crime novel. While most of our customers are honest and amazing, we know the patterns of those trying to score free food. So, if your claim sounds too far-fetched to be true, chances are, we already know and we're increasingly reporting "online theft" to your local police stations.
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!