Frequently Asked Questions

Email Support

Submit any questions at

online@vicsmeat.com.au

Checkout Issues

This may be caused by either:
1. The item you have in your cart is limited in numbers and cannot be delivered

2. You have products in your cart that have short shelf-life that is restricting checkout. If checkout is not working, try removing some of the item(s) with the delivery dates (marked red) that don't have matching delivery dates.

Or call us at 1800VICSMEAT and our customer service teams will assist you further.

3. We may not deliver to your address.

Delivery & Pick-up

Delivery is a flat fee of $15 for all delivery areas for all orders under $125.

If your cart total is $125 or more at checkout, your free shipping will automatically apply.

Unfortunately, we do not yet offer same day delivery. All products are cut fresh so we require a minimum of 2 days lead time to plan production with our team of expert butchers.

If you cannot see any delivery days for the day you specifically want, either we do not deliver to your area on that specific day 

OR 

the maximum order cap threshold for that area has been reached. Please try placing your order at a later date or try again in near future. We are doing our best to open up as much delivery dates as possible for each location so we thank you for your patience and understanding.

A driver in a refrigerated van will bring your order to your doorstep. You are able to track this on a live tracking link sent by SMS from the day before your delivery where you can see the progress of the driver towards your drop-point.

You will receive a SMS text message with a live tracking URL link 24 hours before your delivery day. You will receive a second update which will narrow down the timeframe to 4 hours. Please be at home to accept your delivery for the best possible experience.

If you are not at home to answer/accept your package, it will be left in a safe location and the courier will take a photo as evidence. You do not have to be worried about your meat going off as we pack our products with thermal packaging to make sure your meat stays cool up to 10 hours without worry.

Your order will be left in a safe location at the front of your home. If the driver feels there is no secure location to leave your box, they will attempt to redeliver your order the following day.

You may login at our website at the top right corner to see your order history including your last order or you can refer to the email confirmation that would have been sent to you on purchasing your order with us.

Your delivery date can be changed as long as your order hasn't already started to be prepared, and if all the products are available for delivery on the new day selected.

You can amend your delivery address up to one day before your delivery date. If the delivery region is a significant change this may alter the day of delivery.

The slide out cart at the top right corner of the website can be clicked. Above the checkout button, there is a button that says "Check If We Deliver To You". Enter your postcode once you click on that to see if we deliver to your area.

You may track the live status of your order with the tracking link sent via SMS to you 24 hours prior to your delivery day. You will be given a 4 hour window on the day of your delivery where it will narrow down and you will be able to see the live status of your delivery driver's progress from 4 stops away from your delivery address.

Please reach out to us at online@vicsmeat.com.au with your order number and missing item or alternatively, call us at 1800VICSMEAT and our customer service team will rectify this for you.

Please feel free to send us feedback to online@vicsmeat.com.au or alternatively, call us at 1800VICSMEAT to speak with a customer service team member.

It is against the law to supply underage customers with alcohol. The person who has made the order who has already verified they are over 18 can accept the order. The delivery courier will check on arrival, your drivers licence to verify you are not underage. If no one is at home, we are legally not allowed to leave the delivery box at the door so please ensure that you are there to accept your delivery via the tracking link sent out 24 hours prior to your delivery day.

General

Absolutely! The Vic's Meat Direct app is now available and will make your mobile browsing shopping experience easy and seamless. 


Click on this link to download the app.

You may contact our customer service team on 1800VICSMEAT and ask for your account to be removed if you wish to do so.

You can update your contact details by clicking on your account on the top right corner of the page, then edit addresses on the right.

Ordering

Once you have selected all the items you wish to purchase, click add to cart, choose your quantity and head to the top right of the website to slide your cart out and click checkout at the bottom right to proceed to purchase. Fill out your personal details, choose a delivery/pickup date and enter your credit card details to purchase your order.

You will not be able to add to cart/checkout with an item that is sold out. Click on the NOTIFY ME WHEN AVAILABLE link to be the first to know when the product is back in stock.

You will receive an email confirmation shortly after placing your order.

It's best to place your order directly via the website or app. However, if you are experiencing difficulty, feel free to call our friendly customer service team and we will help you through your order.

You may navigate to the top left of the website and click the search bar. Once you start typing, our system will do our best to try and predict what you are looking for. If you still cannot find the item you're after, try typing in the most important keyword and see what pops up or feel free to contact our customer service team on 1800VICSMEAT and we will do our best to assist you further.

You may cancel your order as long as the products have not yet been produced. Please contact our customer service team on 1800VICSMEAT to discuss and come to a conclusion.

You can contact our customer service team on 1800VICSMEAT to remove any products you may have accidentally ordered as long as it has not already left the warehouse and out for delivery.

Unfortunately our short shelf life/ready-made products are sold in advance and made to order by our partnering chefs and producers so we're unable to remove these products from your orders for change of mind.

As long as your order has not left the warehouse and is already out for delivery, you can call our customer service team on 1800VICSMEAT to change your order.

We will issue you a full refund for this product, otherwise, we will advise you of the next possible date it is back in stock where we can possibly ship your order altogether for your convenience, as long as you are happy with your new delivery day option.

If you would like to sign up for a Wholesale account please contact our Food Service team at info@vicsmeat.com.au.

Otherwise, try our wholesale portal in this link.  

You can view the history of your previous orders by logging in onto our website at the top right of the website on our homepage and clicking LOGIN. Once you are logged in, you can see the history of your previous orders from your profile screen.

This may be caused by either:
1. We do not deliver to your address. Please re-enter your address and select from the dropdown menu.

2. You have chosen short shelf life products which are only eligible to be delivered on certain days (example: Monday delivery only for lasagna) and is colliding with our delivery schedule/ordering restrictions for your area. Please try removing any items with a red clock icon next to the title of the product or call us at 1800VICSMEAT and our customer service teams will assist you further.

Payment & Pricing

Orders must be paid in full upon checkout. Once you have selected all the items you wish to purchase, click add to cart, choose your quantity and head to the top right of the website to slide your cart out and click checkout at the bottom right to proceed to purchase.

You must have a minimum order value of $65 to be eligible for delivery. All orders $125 come with complementary shipping! 

Refunds once processed through customer service, can take from 3-5 business days to process. Paypal and American Express transaction refunds may take up to 7 business days to process.

You may apply your special discount code/gift card code at the checkout page on the right hand side under your cart order summary. Only one discount code can be used at a time.

If you are checking out through an alternate payment gateway like Paypal, the payment gateway provider may hold your funds for 2-3 days to make sure it is not a fraud before it is transferred to us. This is just a security measure by payment providers for your own safety so you have time to verify/report any transactions from your account.

Please send through your enquiry to online@vicsmeat.com.au and we will assist you further. As Paypal is a third party payment gateway provider, please note we might not always be able to resolve queries as requests may have to go through them directly. 

Unfortunately due to the high demand of our products, we cannot reserve items nor do we provide rainchecks. We do our best to communicate with our customers about any new products or back in stock items through our emails that go out on a weekly basis. 

Please subscribe to our emails to be kept up to date and notified of the newest products and kept in the loop! This can be done at checkout under the email bar (tickbox).