FAQ
We’re a paddock to plate meat company designed to make dinner time at your house delicious, nutritious and easy!
We source livestock from the best farmers in Australia and deliver portion cut pieces of meat right to your front door.
You can select the cuts of meat that best suit you and your family, or choose one of our preselected boxes, we’ll deliver that box to your door.
We also have a flexible, convenient subscription called the Exclusive Eaters Club, there’s no lock in contracts or cancellation fees. And the best part is you can change or modify your box before each delivery arrives!
Our Cow offers a subscription called the Exclusive Eaters Club and we also do once off purchases of Organic, Grass Fed meat.
We’re passionate about making it easier for you to cook delicious, nutritious meals, it’s better for you, your family and even the planet!
But we know that your busy schedule can sometimes make it difficult. So, we offer the Exclusive Eaters Club subscription to take all of the hard bits (like shopping) away. We just leave you to do the fun bit – cooking and eating with your loved ones!
In some corners, subscriptions have got a bad rep with confusing contracts, hidden terms and unwanted extras. That’s why we operate as a flexible subscription – meaning there is no minimum term and you can change your deliveries to fit in with your hectic lifestyle.
On holiday or busy next week? You’re the boss! You can put your subscription on hold or skip a delivery.
Our Cow is committed to reducing food waste in the supply chain and in Australian households. We reduce food wastage by sourcing our livestock directly from Australian farmers and we use the whole carcass, that’s why you’ll see some different cuts of meat that you might not have seen before, we want to use the whole animal and ensure nothing goes to waste!
Yes, at Our Cow, it’s important to us to keep your personal and sensitive information safe and secure.
For more information about the ways in which we are committed to protecting your privacy please find our privacy statement here.
All Our Cow products are dispatched frozen. Depending on delivery conditions and external temperatures, some items may begin to soften during transit; however, products should still arrive cold and in safe condition.
Once delivered, the order is at your risk. You must consider risks, including sun exposure, weather, theft, and wildlife. We recommend planning ahead so orders are retrieved and stored promptly.
We recommend getting your order in the fridge within 1 hour in the summer months and 2 hours during winter and cooler periods.
Your box will contain an ice gel brick and packed into an insulated box it to to keep it nice and cool.
We will send you a sms as soon as the box has been delivered so we encourage you to get it into the fridge as soon as possible.
We are sorry that you have not yet received your delivery. As always, you will receive an SMS informing you of your delivery including the tracking link for your box. Before getting in touch with our Customer Care team, please check your tracking link for one of the following updates:
- On hold: It is very likely your box is delayed, you'll be updated as soon as it's ready for delivery.
- Delivered: If your tracking shows your box has been delivered and it has not arrived, please contact our Customer Care team.
- Cancelled: We’re really sorry that unfortunately, we were unable to fulfil your order today. You'll be notified when the delivery is rescheduled.
Your box will be delivered in your selected delivery window. You can select your delivery day when checking out.
Some of our products do contain a small amount of preservatives and additives, this ensures your products arrives to your home fresh and delicious.
The ingredients list can be located on each individual product.
As a general guide, we recommend consuming your items within 48–72 hours of defrosting them in the fridge to ensure optimal freshness and quality.
The cuts will be ok for up to and over a year in your freezer! The cryovac packaging will avoid any freezer burn.
Our meat is all cryovaced, which is vacuum sealing and removing the oxygen to prolong the freshness. This can cause a sulphur or ‘eggy’ smell when opened. All you need to do is open up the package and allow it to sit for a couple of minutes before cooking.
We’re really sorry to hear that.
At Our Cow, our focus is on premium quality produce and making sure all the meat that leaves our warehouse is up to our high standard. It looks like we missed the mark this time.
We do take this feedback seriously, please can you start a chat session with one of our Customer Service Team so we can take note of what has happened and compensate you accordingly.
Yes, you can cancel your subscription at any time or place it on hold. If your order has been processed and paid for, we are not able to cancel it as we have already organised the produce with our farmers. We recommend placing your order on hold or skipping a delivery if you need to rather than cancelling so you don't lose your loyalty benefits!
Yes, shipping for all orders over $199 is free.
Yes, you can change your order each time before your next delivery arrives.
- Login to your account.
- Navigate to Subscriptions.
- Click to Edit and adjust all the items in your box.
Just make sure you update your order 48 hours before your payment is due, if you need help please contact our customer care staff via the chat window.
Unfortunately not, once your order has been processed and the payment has come out we're not able to add any additional items or change the items in your order. We do contact you 3 days and 24 hours prior to your order being processed to give you plenty of time to make any changes to your order.