Shipping policy
Ranges Raw meals are frozen raw dog food, made in small batches at our facility in Kyneton, Victoria, and delivered frozen to your door by refrigerated courier. This policy explains where we deliver, how your order is packed, when it will arrive and what you need to do when it gets there.
Where we deliver
We deliver to Melbourne, Geelong, the Mornington Peninsula, the Yarra Valley, Gippsland, Ballarat, Bendigo, Shepparton and Mansfield and their surrounding areas. Enter your postcode at checkout to confirm we can reach you.
If we don’t deliver to your area yet, leave your email with us and we will let you know when we expand.
Local customers in the Macedon Ranges can choose to collect from us in Kyneton instead. Select click and collect at checkout and we will confirm your collection window by email.
Delivery cost
Delivery is free on every order, including the Starter Box. There are no minimum order values.
How your order is packed
Each order is packed frozen in an insulated carton with a thermal liner and frozen gel packs, then carried by a refrigerated courier. The meals are vacuum sealed in 1 kg pouches.
It is normal for the gel packs to have softened by the time the box arrives. The pouches should still be frozen, or firm with ice crystals, which means they have stayed within a safe temperature range and can go straight into the freezer.
Delivery days and cut-off
Orders are collected from our Kyneton facility every Thu and Fri, 11am to 3pm. Melbourne metro orders arrive on Thursday. Outer Melbourne, Geelong, Mornington Peninsula, Yarra Valley and Gippsland orders arrive on Thursday or Friday. Ballarat, Bendigo, Shepparton and Mansfield orders arrive on the next scheduled service day for that area, which your tracking link will show.
Subscription orders are packed to this weekly schedule. You can skip, pause, change or cancel your next order from your account at any time up until 11:59 pm on Monday. Changes made after that will apply to the following week’s order.
Starter Box and one-off orders placed before 11:59 pm on Monday will go out that Wednesday. Orders placed after that will go out the following Wednesday.
We do not dispatch on weekends or Victorian public holidays. When a public holiday falls on a collection or delivery day, we will email you with the revised date before your order goes out.
On delivery day
You will receive an SMS or email the evening before delivery with a tracking link and an estimated arrival window. Deliveries happen between 7 am and 6 pm. We are not able to guarantee a specific time within that window. No signature is required.
Your order will be left at your nominated address if nobody is home, so please choose an address where the box can be left safely out of direct sun, and add safe-place instructions at checkout. A shaded porch, a side gate or a workplace with a freezer all work well. The driver photographs the box at the point of delivery and we keep that record for every order.
Once the box has been delivered, it is your responsibility to get it into the freezer as soon as possible. We are not able to replace orders that were delivered correctly and left out afterwards.
Incorrect addresses and failed deliveries
Please check your delivery address, contact number and access instructions before your order is dispatched. Orders that cannot be delivered because of an incorrect address, missing access instructions or a locked property cannot be refunded or redelivered, because the food will not survive a return trip.
If a delivery fails for a reason on our side or the courier’s side, we will replace the order at no cost to you.
If something is wrong with your delivery
If your order arrives thawed, damaged, incomplete or incorrect, email hello@rangesraw.com.au within 24 hours of delivery with your order number and a photo of the box and its contents. We will replace the affected pouches. Our full process is set out in our Refund Policy.
Delays
Occasionally a delivery is delayed by weather, road closures or courier disruption. Where we know in advance, we will contact you before dispatch and offer to move your delivery to the next available day. If a delay happens in transit, our packaging is designed to keep the food frozen for the full scheduled journey. If your order arrives outside its scheduled window, contact us and we will replace it.
Contact
Ranges Raw Pty Ltd
10/32 Saleyards Rd, Kyneton, VIC, 3444
hello@rangesraw.com.a