Frequently Asked Questions

Order Frequently Asked Questions

Our butchers love to help! If you would like to leave some extra packing instructions in your order notes, please do! For example: “Please pack mince and chicken breast in 500g bags”.

Please note that we can only pack Beef Steaks and Chicken Breast singularly, all other products have a minimum of 2 pieces or 200 grams per bag unless otherwise stated.

Do you want the whole rump cap separated from a whole rump for a roast? No problem! Let us know in the order instructions. As long as its something our butchers can do safely, we'll be happy to oblige and let you know if there are any issues.

Our bulk beef items are advertised as they are, in bulk! This means they will hold some liquid in the bag, as genetically meat is roughly 75% water, 20% protein and 5% fat and other vitamins. These proteins mix with the liquids and extrude from meat over time (no, that's not blood in your bag).

If you are purchasing a bulk item and ask us to slice this into steaks for you, there is loss from this extrusion as well as the trim from any end cuts, large deposits of gristle or hard fats from the product.

Don't want any loss? Ask to keep the trim or for the product to be left whole so you can cut it at home.

Many of our online products come vacuum sealed, the primary exceptions to this are burgers, sausages and crumbed products (they don't seal too well!).

Vacuum sealing is a method of packaging that removes air from the package prior to sealing. This method involves placing items in a plastic film package, removing air from inside and sealing the package.

Oxidization (air), is the enemy when it comes to storing meat. In a vacuum sealed environment, less air in the bag slows or prevents the growth of many common molds and bacteria, keeping your food fresh for longer.

Vacuum sealed boneless beef lasts up to 10 days in the fridge, with bone-in beef lasting on average 5-7 days. Vacuum sealed pork and chicken can last up to 5 days in the fridge. We recommend a storage temperature of 2°c for these storage times to be accurate. Higher temperatures (2-5 °C) can cause food to expire slightly faster.

Once the vacuum sealed bag has been opened, this reverts to a traditional storage time immediately, it does not reset.

Due to the air tight environment, it's much harder for vacuum sealed meat to get freezer burned. Vacuum sealed meat can last 1-3 years safely in a freezer. With temperature playing another factor in reaching the maximum longevity. We recommend -18°C for the best results.

All vacuum sealed beef mince may appear brown/grey in colour due to the lack of oxygen under vacuum.

This discolouration is completely normal and once the package is opened and oxygen is allowed to return to the meat it will return to its original colour.

Simply click "Rewards" located in the drop down menu while logged in and our loyalty app will appear where you can view and redeem points for vouchers to use on your next online orders.

Once you select pick-up or delivery and enter the checkout, you will find the entry box on the right-hand side of our shipping details and choose your date pages (pages 1 and 2 of the checkout).

Home Delivery

We deliver throughout Brisbane, The Gold Coast and The Sunshine Coast. Please use the "delivery checker" in your cart to see if you are eligible for delivery. If you are not, please contact us and we will try our best to arrange other methods (a fee may apply).

Currently, our delivery schedule is:

Mondays: Brisbane, Gold Coast, Western Brisbane Suburbs (Including Ipswich)

Tuesdays: Brisbane, Gold Coast, Western Brisbane Suburbs (Including Ipswich)

Wednesdays: Brisbane, Gold Coast, Western Brisbane Suburbs (Including Ipswich), Northern NSW

Thursdays: Brisbane, Gold Coast, Western Brisbane Suburbs (Including Ipswich), some Sunshine Coast suburbs, Toowoomba

Fridays: Brisbane, Gold Coast, Western Brisbane Suburbs (Including Ipswich)

Currently we deliver using refrigerated couriers, and observe a $19 delivery flat rate for our local delivery orders. This rate includes an insulated box with ice to keep your food safe from the elements for a short period of time.

FREE SHIPPING: Orders over $200 are eligible for free shipping in our available delivery areas.

To Claim: Once you have added your items to the cart and proceed to the checkout page, you will be able to select the "Free Delivery" pricing if you are eligible for free delivery. There are no other actions you need to take, if you are not eligible but believe you should be - you may email our team at marketing@superbutcher.com.au with your postcode.

*T&C's: This offer allows you to enjoy free shipping on selected online orders over $200, shipped within Gold Coast, Brisbane, Brisbane Western Suburbs at specified post codes. This offer applies to all orders. Super Butcher reserves the right to modify or discontinue this offer at any time. Past purchases are not eligible. Offer is subject to availability and cannot be used in conjunction with any other offer.

You can order your items at any point throughout the week, we don't allow deliveries or pickups to be ordered more than 10 days in advance to ensure our products are fresh when they reach your door.

Currently, our delivery schedule is:

Mondays: Brisbane, Gold Coast, Western Suburbs
Order Before: Sunday 10am

Tuesdays: Brisbane, Gold Coast, Western Suburbs
Order Before: Monday 10am

Wednesday: Brisbane, Gold Coast, Western Suburbs, Northern NSW
Order Before: Tuesday 10am

Thursdays: Brisbane, Gold Coast, Western Suburbs, Sunshine Coast
Order Before: Wednesday 10am

Fridays: Brisbane, Gold Coast, Western Suburbs
Order Before: Thursday 10am



You will receive a text message notification the night before your scheduled delivery to the mobile number you listed on your order with tracking information and an estimated delivery time.

The delivery time is however only approximate and can change but will be updated in the link you have been provided with the night before delivery.

All deliveries are between 8am and 6:30pm on your chosen day.

On very rare occasions orders may be later than 6:30, this is usually due to break downs or traffic but we will make sure your order still gets to you.

As our orders are delivered by refrigerated couriers, our orders are delivered as per their schedule. While our couriers can usually accommodate some requests such as "Please deliver in the afternoon" or "Please deliver within business hours" we cannot provide any guarantees to delivery times.

Our couriers will not enter a property that is closed off by a gate unless specified in the order notes. This is due to their personal safety.

If there is a dog on your premises and they do not feel comfortable entering then they will leave the box in the safest spot possible, out of reach of your pet.

Our courier company will send out a tracking text the night before your delivery, this can be followed in real time and will provide an ETA for your delivery. Once your delivery has been received, you will immediately receive a confirmation email with a proof of delivery if you were not home at the time.

If you will not be home on your chosen delivery day, we recommend the use of a work address so that your food will not reach an unsafe temperature.

Your products are delivered in an insulated box with ice packs, which can hold a safe temperature for a limited time. We do encourage you not to order deliveries on days where you will be unavailable at the address for long periods of time, as the food's safety is subject to the elements.

Your delivery will be left at your front door or gate unless specifically stated otherwise in the delivery notes when placing your order.

The Super Butcher team is amazing at carefully packing all of the meals we send out every week however please contact us at marketing_support@superbutcher.com.au or give us a call on 1300 002 493 if there are any issues with the order you've received.

Absolutely!

Find all the information on our recyclable delivery boxes here

Store Pickup

Upon placing your order you will be able to choose the earliest day your order is ready to be picked up. This allows us to send stock from our warehouse to your closest store, so that we can ensure we have exactly what you have ordered in stock.

You will receive a notification to come in any-time after your chosen pick-up time, however we are not responsible for items reaching expiry after 4 days of holding.

Our store pickup days vary from store to store, however in general are Tuesdays, Wednesdays, Fridays and Saturdays.

Pickups are available from 10am at most stores, 11am from our Oxenford and Ashmore stores and 12pm from our Southport store.

Cut-Offs:

Tuesday, Wednesday - Order by 10am Monday

Friday, Saturday - Order by 10am Thursday

You can find your closest store here.