Frequently asked questions

Check your delivery date on our Track Your Order page. Order by Thursday 6pm and it’s delivered on the Saturday or Sunday of the following week. Further areas get it on the Monday or Tuesday after that weekend.

Didn’t get your confirmation email? Check your spam folder, or resend it yourself below.

Most of Australia, including WA, SA, NT and many regional areas, by refrigerated courier. Enter your address at checkout: if a delivery option shows, we deliver to you. You can also check your delivery day on our Delivery Estimate page.

Use the “Change delivery address” button in your order confirmation email or in My Account. It works until 11:59pm on the Tuesday before your delivery weekend. After that your order is booked with the courier and the address can’t be changed. Please include your unit number if you have one.

Four weeks from the date it was made, so you’ll receive it with at least three weeks left. The use-by date is on the label.

Yes, before the Thursday 6pm cut-off. After that your order is made fresh for you, so it can’t be cancelled. Refunds go back to the payment method you used, usually within 5–7 business days.

Some products are sold by weight. At checkout you pay a deposit for the minimum weight. Once your piece is cut and weighed, we charge only the difference.

Yes. You’ll get an SMS once it’s delivered. If it’s left at the door, it’s at your own risk, as agreed at checkout, so please bring it inside and into the fridge soon after.

Thursday at 6pm. We smoke a fresh batch each week, so orders placed by Thursday 6pm are made the following week and delivered on your area’s delivery day. Check yours on our Delivery Estimate page.

We’re an online store and deliver by refrigerated courier only. There is no pickup option.

Yes, until 11:59pm on the Tuesday before your delivery weekend. After that your order is booked with the courier and can’t be changed, and a failed second delivery attempt may cost an extra courier fee.

Email us a photo and we’ll send the missing piece with your next delivery or refund it, whichever you prefer.

No, we deliver within Australia only. Our products travel chilled.

Couriers deliver between 8am and 6pm and can’t take a specific time. You’ll get a tracking link by SMS the evening before, with an approximate two-hour window.

Last order before Christmas: Thursday 10 December, 6pm, delivered from Saturday 19 December. There are no deliveries from 24 December. We reopen with the Thursday 7 January cut-off, delivered from Saturday 16 January. Checkout always shows your exact delivery date.

The full ingredients and allergen list is on each product’s page in our shop, and on the label.

Unopened and kept in the fridge, it’s good until the use-by date on the label. If your event is later than that, freeze it.

We don’t keep stock. Every order is made fresh in the next weekly batch, so order by Thursday 6pm for delivery the following week.

Yes. Keep it in the fridge at or below 5°C, even unopened, and enjoy it by the use-by date on the label.

It isn’t shelf stable, so keep it in a cooler bag with ice packs. Freezing it first helps. If you’re going overseas, check the customs rules where you’re going.

Yes, it freezes very well and keeps its quality. Freeze it unopened in its pack, and thaw it in the fridge.

Up to 3 days in the fridge.

It’s packed in insulated packaging and delivered by refrigerated courier. Please put it in the fridge as soon as it arrives.

Our parcels are packed to travel chilled, but someone should be home to receive them. If it’s left outside, it’s at your own risk, as agreed at checkout. Put it in the fridge straight away.

Our products are made only with gluten-free ingredients. They haven’t been lab-tested for gluten.

Yes. We send the balance for weighed products through Xero, our invoicing system.

It depends on your postcode. Add your products to the cart and enter your address at checkout to see your exact delivery price before you pay.

Our products contain no alcohol or meat, but they are not halal-certified.

Yes. That’s connective tissue (collagen), the natural thin sheets that hold fish muscle together. It isn’t a parasite and is safe to eat.

Original and Maple Glazed.

Our Ukola range is made with Tasmanian Atlantic salmon.

All our products contain fish. Our Sriracha flavour may also contain traces of soy and mustard. Allergen details are on each product’s page and label.

Our products contain no meat or dairy, but they are not kosher-certified.

Order with an account and every 5th delivery is free: your 5th, 10th, 15th order and so on. Just log in before you check out and the delivery fee drops to $0 automatically.

Yes. Create an account with the same email address you ordered with and all your past orders are counted straight away.

Log in and open My Account. It shows how many times you’ve ordered and which order ships free. Your cart and checkout show it too.

That’s common if you ticked “Create an account” at checkout. Go to My Account, press “Lost your password?” and we’ll email you a link to set one.

Yes. The free delivery is applied at checkout when you’re logged in. If you check out as a guest, the order still counts, but delivery is charged.

Choose any products (from $49 a box) and how often they arrive: weekly, or every 2, 3, 4 or 6 weeks. Part of every box goes into your Club savings, and the bigger the box, the more you get back: 10% from $49, 12% from $99, 14% from $149 and 16% from $199. For weighed products, savings are worked out on the final weighed price. Every 4th box: free delivery, plus your saved credit deducted from the total.

Your savings build up in the background and all come off together on your 4th box, along with free delivery. Then the count starts again.

Club members get free delivery on every 4th box instead, plus their Club savings, which is the better deal.

Yes, any time before the weekly cut-off (Thursday 6pm). You can skip up to 3 boxes in a row and keep your Club progress. If you cancel, savings not yet used on a 4th box end with it.

On the cut-off Thursday at 6pm. We remind you by email and SMS the day before at noon. You can turn off the SMS in My Account.

Your personal code is in My Account, under “Share with friends”. Give it to a friend: they get $10 off their first order of $50 or more, on any of our products, and you get 10% of everything they spend back in points (1 point = $1). Your points unlock once your friend has placed 4 orders.

At checkout, in the Discount code box. If they open your personal link, it’s added for them automatically.

Points unlock after your friend’s 4th order and keep coming for as long as they buy. If you’re not a Club member, unlocked points come off your next order automatically.

Your points are saved up and come off your 4th box, together with your Club savings and free delivery. Share with enough friends and your 4th box can be completely free.

Your box becomes free and the leftover points stay in your balance for your next 4th box. My Account will suggest adding another product to that box so your points don’t sit unused. Points never turn into cash and a box can’t go below $0.

Points pay for products only. Delivery on your 4th Club box is free anyway.

Yes, 12 months after they unlock. Whole points only: 50c and over rounds up.