Frequently Asked Questions

Here you'll find answers to some of the most common questions about our products, delivery options, and more. If you have any other inquiries or need further assistance, feel free to contact our customer support team.

Get in Touch

Heidelberg Meats offers convenient home delivery of top-quality meats across Melbourne and Victoria.

**FREE DELIVERY** for orders over $150 within Metro Melbourne.

Delivery Times: Tuesday – Friday between 10 AM and 6 PM.

Delivery Areas & Fees: Free delivery for orders over $150. Delivery to Melbourne Metro $20 per delivery (maximum 2 cartons). Delivery outside Melbourne Metro rates based on location - contact us for more information.

Pickup Option: Available Monday to Saturday, 10 AM – 3 PM, at our Heidelberg West store.

Delivery Scheduling

  • Delivery windows open 21 days in advance and close at 8 PM the day prior. Due to limited capacity, please order early to secure your preferred delivery slot.
  • Orders are cut fresh and packed the day before delivery;

Special Requests

If you'd like additional items that aren't listed on the website, email us at [email protected], and we’ll be happy to check availability.

Delivery Schedule Guide

For specific delivery days in your area, please refer to our delivery schedule here

**Note: Any order under the threshold for free delivery will have a $30.50 delivery fee.

Ordering Process

Order Preparation: Each order is freshly cut and packed the day before your scheduled delivery or pickup.

Order Changes: Any modifications must be made by 2 AM the day of your delivery/pickup.

Delivery Instructions: Please specify delivery instructions at checkout, especially for apartments or secured buildings.

Home Deliveries: Tuesday – Friday between 10 AM and 6 PM.

Pickup Option: Available Monday to Saturday, 10 AM – 3 PM, at our Heidelberg West store.

*Important:* Orders are delivered in recyclable, insulated packaging to maintain freshness. If you’re not home and haven't authorized us to leave your order with an alternate contact, a redelivery fee of $30.50 applies.

Product Availability & Stock

Product availability is subject to stock, and we may substitute with a similar item or arrange alternatives if an item is sold out. We will always inform you of this change. Call us at 0467 826 130 for any special requests.

Authority to Leave

If you won’t be home during delivery, please provide written authorization in your order notes to deliver to an alternate contact. Due to the perishable nature of our products, someone must be available to accept the delivery – we cannot leave the products in a secure location.

Cancellation Policy

If you need to cancel an order, please contact us at least 2 business days before delivery/pickup for a refund, minus a 5% administration fee. Cancellations within 2 business days will not be refunded.

For assistance, email [email protected] with your order details.

Returns & Refunds

Due to the perishable nature of our products, we don’t accept returns for a change of mind. Inspect your order upon receipt and notify us within 24 hours if there’s an issue. Products are labelled with use-by dates to guide appropriate consumption times.

Public Holidays

We’re closed on public holidays, and deliveries may be limited during peak times. For major holidays, order slots may open a month in advance. Please plan ahead to secure your delivery.