FAQ

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. 

Want to work with us? Just complete the form on our Contact Us page and we’ll be in touch.

We are always on the lookout for;

  • Partners
  • Influencers
  • Affiliates

In addition to receiving your cryovaced meat portions you’ll also get a series of collectable recipe cards in each one of your subscription orders!

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! 

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!

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.

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.

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.

Our beef is produced at a halal certified abattoir, our other products are not certified halal.

Yes, our sausages and all other products are all gluten free.

Our sausages do contain a small amount of preservatives to help retain freshness during transit.

Yes, our bacon is nitrate free however it does contain nitrite.

Beef sausages: beef, rice flour, salt, mineral salt, preservatives (223), spice extract, herb extract, natural flavour.

Lamb sausages: lamb, rice flour, salt, sugar, dehydrated vegetable, herbs (rosemary), mineral salt (451), spices, preservatives (223), dextrose (tapioca or maize) natural colour (160c), natural flavouring. 

Pork sausages: pork, potato starch, rice flour, salt, dextrose (tapioca, maize), mineral salt (451), dehydrated vegetables, colour (160c), preservative (223 (sulphite)), herbs & spices, mustard flavour, antioxidant (307b), flavour, fruit oil

Beef, Bacon, Cheese Rissoles Ingredients: Beef, cheese, sugar, maize maltodextrin, dextrose (maize), flavour enhancer (621), salt, dehydrated garlic (4%), wheat fibre (gluten free), thickener (466), dehydrated chilli (1.5%), herbs (1%), colour (160C, 150C, 110), herb extracts, spice extracts 

We’re sorry to hear that, please contact our Customer Service Team in the chat window so we can get it sorted.

Yes, our chicken is certified organic. Our other products are not certified but they are as close to organic as possible without the certification!

Yes, our beef and lamb is grass fed and grass finished.

Our chickens and pigs have access to a specially formulated grain mixture as these animals can not survive on grass alone, they need a protein supplement in their diet!

All of the meat will come in portions of 2 or 500g & 1kg portions depending on the cut.

Unfortunately not sorry! Everything will be in portions of 2, you can always pop the other steak you don’t need in the freezer!

Some cuts will last up to 40 days fresh in your fridge, please follow the fresh date on the label!

The cuts will be ok for up to and over a year in your freezer! The cryovac packaging will avoid any freezer burn.

Yes, you can cancel your order at any time or place it on hold. 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.

Yes you can, you can easily log into your account and add additional items to your order before we start packing it. You won't be able to add items to your order once we start packing it.

We're so sorry to hear that and we will gladly do everything we can to make sure you're happy with your order! We also offer a money back guarantee, if you are not happy we will refund you.

Under Subscriptions under My Account

It’s quick and easy, just click here and select skip or unskip a delivery.

Your first order was charged when you placed the order, unfortunately we can't make any changes to this order once it has been placed. We can change additional orders though from your account page by clicking here.

You can edit the contents of your box easily from your account page, your changes just need to be made 48 hours before your payment comes out.

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If your order is already on its way to you, please contact our customer care team via chat. We can’t always guarantee it will be redirected but we will do our best.

If you need to update your address for all future orders you can do so from your account page.

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We know that life is unpredictable and sometimes you need to make changes, we’ve made it as quick and easy as possible to change your delivery day and time. Simply login to your account to make a change.

If this is your first order with us, please contact customer care via chat to make this change for you. 

We are so excited for you to become a part of the Our Cow Family and it’s really easy to get started!

  1. Jump onto our website here, you can either build your own box or choose one of our preselected boxes.
  2. If you’re building a box, simply choose the cuts that you like best and add them to your box.
  3. Select your add on items and press the checkout button.
  4. Check you have everything you want in your box and add any coupon codes.
  5. Choose your delivery frequency, or a once only order.
  6. Confirm your delivery address
  7. Enter your payment details.
  8. Look out for your order confirmation and the email on how to manage your account.
  9. You’re done! Welcome to Our Cow

Yes we do! The build your box product is perfect for singles or small houses, you can choose the cuts of meat that best suit you and your lifestyle.

Want to change what's in your box? How frequently it's delivered? No problem! Here's how to do it:

  1. Login to your account.
  2. Navigate to Subscriptions.
  3. Click to Edit, Pause or Skip your next delivery.

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.

Yes! 

  1. Login to your account.
  2. Navigate to Subscriptions.
  3. Click to Edit and add all the extra items needed.

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.

No you don’t. You can leave your box as it is and we will deliver the same box to you until you make any changes.

We currently deliver throughout most of Australia, you can pop your postcode in here and check if we deliver to you

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.

We deliver almost every day of the week, you can choose your delivery day and date when you place your order.

Your box will be delivered in your selected delivery window. You can select your delivery day when checking out.

It's no problem at all! In fact, lots of our customers are not home at the time of delivery.

When you confirm your order, you'll have the option to leave delivery instructions for your driver so they can leave your box in a safe place (like your back door or under your porch bench).

Rest assured, our boxes are specially designed to keep your food cool for up to 1.5 hours. 

You will receive a SMS the night before your delivery with a tracking link and an estimated time, you’ll also get another SMS upon delivery alerting you that the delivery has been made.

Let's get this sorted, just use the chat window to get an instant reply!

Sorry to hear! Let's find out what's going on, firstly click on the tracking link you received in the SMS for a live update. If the status of your order has changed please contact our Customer Care Team via the chat window.

We ask you to check the entire contents of your box and remember, the steaks are packaged in portions of 2.

If it looks like something is still missing, get in touch with our customer service team via the chat window. 

We currently deliver to a number of apartments each day.

Here are a few tips to make sure your box gets delivered safely.

  1. Speak with your building manager about the measures in place around deliveries for residents.
  2. Add delivery instructions to your order, e.g. ‘please buzz unit 18’ or ‘leave in mail room’
  3. If you select a night time delivery please make sure there is somewhere safe to leave your box as we won't buzz or call you late at night.

Delivery is free for all orders over $199, for orders under $199 delivery will be $25.

Your box will be hand packed at our warehouse in Casino and shipped to your delivery address.

You can log into your account and move your next delivery day providing we haven’t started packing it already.

If we have already started packing your order we can’t cancel it now unfortunately but we can redirect it to a different address or change the delivery date. 

Please contact our customer care team via chat if you need to do this!

We'd hate to see you go. Keep in mind, you can always change your delivery date, skip a delivery or just hit pause in your account while you're on holidays!

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We’re so happy to see you’re coming back to Our Cow! To reactivate your subscription, click here;

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At the bottom of each email you receive from Our Cow, there is an unsubscribe button. Click this to update your preferences.

To update your password, just click here;

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Having trouble resetting your password? How frustrating! We can think of a few reasons this may be:

Reset password link is going to Spam - Check your Spam to see if the email password reset is hanging out there instead of your inbox.

Have you tried the one-time code option - this should get you straight into your account & you can then update your password.

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It's your browser - try clearing the cookies and cache of your browser, as this sometimes stops the email from being sent. We always recommend using Chrome or Firefox to manage your Our Cow account.

Incorrect email address - We've all been there! If you think this is the case, please get in touch with our Customer Care team via the chat window.

Still need help? You can contact our Customer Care team here.

We know, it's on the tip of your tongue! To update your password, use the button below

Reset My Password

Updating your payment details is easy, just login to your account and use the menu to navigate to Payment Methods.

Just make sure you update it before your payment is due!

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If you need to change your personal details such as email address or name on your account, it’s easy to do online from your account by logging in.

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Any changes to your order, including adding or changing the meat in your order needs to be made 48 hours prior to your payment coming out.

To keep our service as prompt as possible we have removed email as a communication channel with our customer care team, instead we have live channels available for you 24/7.

To speak with our customer care please open up the chat window! 

If you’re a member of our Exclusive Eaters club subscription service, you’ll be debited at the frequency you chose when signing up (every 2, 4 or 6 weeks). We will automatically debit your card and deliver your box of meat on the next available day.

The price of your order depends on how much you will be charged, we will debit you for the amount of your box.

No, there’s no joining fee. You just need to have a box to the value of $199 or more to retain your membership.

Please allow 14 days for the refund to be processed.

Any credit on your account will be automatically applied to your next order.

Just login to your account and you can update your existing card, or add a new one.

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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 in the SMS for one of the following updates:

  • On hold: It is very likely your box is delayed, please get in touch with us here.
  • 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 week. Please contact our customer care team. 

We’ve worked hard to adapt our operations in recent weeks to minimise any potential disruptions to our service and it is unlikely that you will experience delays. If however, your delivery is delayed you will be notified by SMS. Please also check your tracking link before contacting our customer care team.

The safety and quality of our product and our customers’ wellbeing is our highest priority. We have very strict comprehensive safety measures in place throughout our supply chain and our deliveries are contactless. We'd also like to assure customers that there is no definitive evidence of transmission of the novel coronavirus through food or packaging and this has been stated by a number of authorities including the Food Standards ANZ (FSANZ).

The health and safety of our staff and customers remains our highest priority. Since the start of the pandemic, we have ensured our health and safety measures remain to the highest standard, and we will continue to be implement the following:

  • Personal protective equipment (including face masks) to be worn at all times
  • Social distancing measures
  • Frequent cleaning and sanitising of workspaces
  • Physical barriers between team members in packaging areas
  • Strict food safety checks in place throughout our supply chain

Win a $200 Our Cow Gift Card!

Subscribe to Our Cow for your chance to win 1 of 6 $200 gift cards!

*T&Cs apply. Valid until June 30 only. Prize winners will be announced every 2 weeks in Our Cow promotional emails. Simply enter your email address to go in the draw to win.