Frequently Asked Questions
Our Food
Reach out to our friendly team via email to woof@fetchit.com.au, send us a message on Instagram @fetchitau or chat to us via the chatbot.
We will get back to you ASAP.
Fetchit creates fresh whole food meals using recipes that were formulated by a leading pet nutritionist to provide dogs with a complete and balanced diet.
We use fresh Australian produce and cook each batch of meals to order – meaning we don’t deep freeze our meals or add any nasties to maintain shelf-life.
We are proud to offer a brilliant alternative to the commercial, processed dog food industry – if we had it our way, no dog would be served kibble again.
We hand-craft each meal in our Sydney kitchen each week, using methods that have been well-established in the human-food industry. Our team of professional chefs gently cook batches of fresh meats and vegetables in commercial pans and pots. The food is then flash cooled, packed, and chilled for delivery.
The food has already been cooked, so you can serve it straight from the fridge, or if your dog prefers it warm, you can lightly microwave it or add a touch of hot water. When you’re ready to serve, just snip off a small section of the pouch and dish out the meal. Simple and convenient!
The food has already been cooked, so serve it straight out of the fridge, or if your dog likes it warm you can lightly microwave or add a touch of hot water.
Our meals have been formulated by a leading pet nutritionist to follow and surpass the nutritional guidelines set out by AAFCO, an American regulatory organisation recognised as the global leader. It’s always a good idea to chat with a vet regarding any health related decisions you are going to make for your dog.
You can and that’s exactly how we started. But along our journey we discovered the importance of getting the nutritional make-up of the dish right. If you don’t, serious complications can result from nutrient deficiency or nutrient overdosing.
We’ve already done all the hard work for you there!
Creating Your Plan
Our customer portal makes it easy for you to choose their plan! Click here to begin the process.
Select a category that best fits your dog, then decide on a weekly subscription or one-off delivery. Choose the meal variations and quantity (you can add as many as you like! 7 meals are the minimum). Then select your preferred start date. Then leave the cooking to us!
We operate on a weekly cooking schedule.
Orders must be in by Tuesday 12pm for delivery Wednesday, the following week.
If orders are made after 12pm, your order will be scheduled for the following delivery.
Our Sample Box is a great way for your pup to try each one of our meals. Click here to check it out.
Plans start at $4.99/day. Each dog is different, and full plan pricing will depend on their selected profile.
We suggest an appropriate portion size for each dog category based on weight and breed. The meal sizes are 150g, 250g, 450g, 700g and 1000g.
Recipes may change slightly based on the availability of ingredients and products.
Delivery
Customers receive deliveries of freshly prepared meals on a recurring or one-off basis. Meals are delivered in pouches within recyclable boxes. They are kept cool with non-toxic, food-safe ice bricks.
We deliver to Sydney Metro postcodes between 11am-10pm each Wednesday.
We currently ship to Sydney Metro areas only. There is a $7.50 delivery fee.
If the meals are cold to the touch, they’re safe to feed and freeze.
We encourage adding delivery instructions to your order.
Our drivers will always do their best to attempt delivery and leave it in a safe and secure place.
An SMS with live tracking is sent on delivery day (Wednesday) with your driver’s ETA so you can catch them at the door.
Subscription
We offer a recurring meal plan that’s delivered each week. The minimum order is 7 meals. You can add as many meals as you like to your subscription.
The subscription is on-going and charged every Monday night for the week ahead.
You can change the frequency of your subscription to fortnightly or monthly, as well as pause or cancel at any time.
Log in to your account here to amend your subscription.
In the Subscriptions tab you can change your meal variations, subscription frequency, pause/reactivate your deliveries, update your shipping address and credit card details, and view your invoices and previous deliveries.
Be sure to make any changes by Tuesday 12pm for the week ahead.
You can easily pause, cancel and reactivate your subscription at anytime via the Subscriptions tab.
Pause or cancel your subscription by the order cut-off (Tuesday 12pm). Please note, cancelling your subscription only prevents it from automatically renewing and does not cancel orders that have already been placed.
If you need any assistance from our friendly team, reach out to woof@fetchit.com.au or via our website chatbot.
To swap your portion size, you will need to cancel your existing subscription and resubscribe by selecting the appropriate dog category.
Yes! This one-off delivery is perfect for those who don’t want a recurring subscription. Select your dog category and at least 14 meals (you can add as many meals as you like). You are billed only once.
If you have two or more dogs of the same size category, you can add as many meals as you like to your subscription.
If you have two or more dogs of different sizes, please reach out to our friendly team and we will gladly assist. Email woof@fetchit.com.au or chat via our website chatbot.
You can reset your account password here.
If you’re still experiencing issues, get in touch with our friendly team.
