Frequently Asked Questions
Delivery
Is there a minimum order?
No, there is no minimum order, but there is a freight fee, which allows you to take up to 20 kg of product. So order up!
How much does delivery cost?
$30 for up to 20kg of product. Orders over $100 have free shipping.
Can you deliver to my post office box?
No, sorry. Orders must be delivered to a residential or business address as long as the business is open on the anticipated delivery day (see Delivery Schedule).
Can you deliver to my work?
Yes but please check the delivery days under Delivery Schedule and let us know its a work address, not your home.
What days do you deliver?
We dispatch orders from Launceston once a week on a Monday. Please see some example delivery days below. For a full list, go to Delivery Schedule.
Orders must be placed by midnight on Sunday.
Adelaide Metro: Friday
Melbourne Metro: Thursday
Regional Victoria: Friday
Sydney / Newcastle: Friday
Regional NSW: Saturday
ACT: Friday
Brisbane, Gold Coast, Toowoomba, Sunshine Coast: Saturday
Deliveries are between 7 am and 7 pm
When will you deliver my order?
You can expect delivery between 7am and 7 pm of the day we deliver in your area. You will be advised by SMS the day prior the anticipated 2 hour delivery window.
Can I make changes after I place an order?
We can make changes if you contact us within 24 hours of placing your order, provided it is before 8 am on Monday. However, once your order has been shipped, we can not make changes.
What happens if there is a public holiday?
Delivery days will change slightly and will be delivered on the next business day. You will be advised if this happens.
How do you deliver?
We use a refrigerated courier service to ensure that your order is delivered straight to your doorstep under refrigeration. Fresh from dear little Tassie to you!
Can I track the delivery status and how?
The night before your delivery, you will receive an SMS from the refrigerated courier company containing an approximate delivery time and a tracking link that you can follow.
Delivery times are an indication only, and this may change.
Will I be informed when my delivery arrives?
You will receive an email notification once your order has been dispatched. You will receive an SMS with tracking and an approximate delivery time the night before delivery.
Please note that sometimes delays occur due to public holidays or road delays. Delivery times are an indication only and may change.
Can I make changes to the delivery address?
We can make changes to your delivery address if you contact us within 24 hours of placing your order. However, once your order has been shipped, we can not make changes.
Can I place a same-day delivery order?
No, sorry, there is a significant bit of water between Tassie and the Big Island, and our trucks can’t swim that fast.
Will my products be delivered fresh and safely?
Yes! We use a refrigerated courier service to ensure your order is delivered to the highest quality. From refrigerated packing facilities to chilled transport couriers, your order is stored in a cool climate until delivered to your doorstep. All orders remain in a complete cold chain from our door to yours.
We use recyclable boxes specially engineered to trap cold air inside, allowing our boxes to be left at the doorstep for up to 5 hours. Each order is also packed with a minimum of two ice packs to further ensure the highest quality is delivered. But please try to get them inside and back under refrigeration as soon as possible. We can only take responsibility for the cold chain to your door.
Are products delivered fresh or frozen?
Most of our products are delivered fresh (not frozen). However, some, like wild rabbit and quail, have been frozen and may be thawed by the time they get to you. This is advised in their web link. These items should not be re-frozen; cook and enjoy them straight away.
Where will my delivery be left?
Our couriers will leave your delivery on your doorstep or in a safe place, ideally in the shade, as instructed in your delivery notes.
Do I need to be home to accept my delivery?
No, we use boxes that are specifically engineered to trap cold air inside and can be left for up to 5 hours. Be sure to leave delivery instructions for our couriers so they can leave your order in a safe place, ideally in the shade. Please try to get them back under refrigeration as quickly as possible.
What happens if I miss my delivery?
That’s fine! Our couriers will leave your order in a safe place for you.
What happens if an item is missing or damaged in my delivery?
Please inspect your order upon delivery and contact us immediately if an item is missing or damaged or if you received the wrong item. The best thing to do is email us at admin@lenah.com.au with all your details, including your order number and a photo of the damaged product.
If a product is found to be defective or damaged during shipping, we will review it and offer a refund for the damaged product.
Ordering
How to place an order?
Simply head to our online store and add the products you’d like to your cart! Order cut off for dispatch Monday morning is midnight Sunday.
Can I cancel my order?
To cancel your order, please email us at admin@lenah.com.au with your order number. Orders can't be cancelled after midnight on Sunday.
Where can I check the order details and status?
All order details are sent to your nominated email address. If you can't locate the email, please check your junk folder.
If you created an account with Lenah, you can login and review your past orders under My Account.
Where can I find my last order?
All order details are sent to your nominated email address. If you can't locate the email, please check your junk folder.
If you created an account with Lenah, you can log in and review your past orders under My Account.
Checkout & Payment
How do I pay for my order?
Payments for each Lenah order are completed on the checkout page.
What payment methods do you accept?
Lenah accepts credit cards and PayPal.
Is there a minimum order amount?
There is no minimum order.
How do I use a discount code?
Simply add your discount code to the nominated field on the Check Out page of your Lenah order.
General
Are your products gluten-free?
All Lenah products are gluten-free except the marinated wallaby fillets.
Why are all your meats premium?
All our meat (except quail) is wild-harvested. This means it is hormone and antibiotic-free. Our production system is probably the most animal welfare friendly way there is of producing red meat. And free range tastes better!
Where is your meat sourced from?
All Lenah products are sourced in dear little Tasmania, under our strict food safety, testing, and sustainability practices. Find out more about our products https://www.lenah.com.au/quality-assurance.
Do you wholesale?
Yes, you can apply for a wholesale account by emailing admin@lenah.com.au.
Sustainability
Tell me why wallaby is sustainable?
Where do we start? It is environmentally wise to produce our food from the animals that belong here. Wallabies are adapted to our land and it’s adapted to them.
For lots more detail, click here https://www.lenah.com.au/about/sustainability