Last updated: 19 June 2025
This Shipping & Delivery Policy explains how Louis Pet Co prepares, ships, and delivers your gently cooked cat meals to you. It applies to all orders placed through louispetco.au and covers deliveries within the Sydney metropolitan area only. For any questions, please email care@louispetco.au.
1. Where We Ship
We currently deliver to residential and business addresses within the following Sydney‑metro postcodes:
2000–2234
If your postcode is outside this range, you will not be able to check out. Please join our wait‑list and we will contact you when we expand our chilled delivery network.
2. Order Cut‑Off & Dispatch Schedule
Dispatch Delivery window
Monday–Thursday before 11:00 AM = Next business day
Thursday after 11:00 AM to Sunday = Monday 8:00 AM–6:00 PM
We do not dispatch or deliver on NSW public holidays.
3. Packaging & Temperature Guarantee
Your meals are packed frozen in an insulated liner with food‑grade gel packs. The parcel is designed to keep the food below 4 °C for up to 48 hours from the moment it leaves our kitchen. If you will not be home for a while, please leave a Chilly Bin or cold bag in a shaded spot for the driver. Transfer the pouches to your freezer as soon as possible.
4. Tracking Your Delivery
Once your box leaves our kitchen you will receive an email with a live tracking link.
5. If You Are Not Home
Our courier will leave the box at your front door or another safe place specified in your checkout notes. Because the product is perishable, signature is not required. Lucky is not liable for loss or theft after delivery is confirmed.
6. What If My Meals Arrive Defrosted?
It is normal for the outer gel packs to be partly thawed. As long as at least one pouch still contains ice crystals the food is safe to refreeze. If every pouch is fully thawed and the internal temperature is above 4 °C, please photograph the contents immediately and email us within 4 hours of delivery. We will arrange a complimentary replacement or credit at our discretion.
7. Problems With Your Box
If your order arrives:
- With missing or incorrect items
- Damaged beyond cosmetic scuffs
- Without a tracking notification
Email care@louispetco.au within 48 hours and include clear photos. Our support team will investigate and make it right with a replacement or refund where required.
8. Returns & Refunds
Because our meals are frozen and made to order, we cannot accept returns. However, under the Australian Consumer Law you are entitled to a replacement or refund for any product that is faulty, unsafe, or not as described. Refunds are processed to your original payment method within 5 business days once approved.
9. Change of Address
You may update your delivery address up to 24 hours before your next dispatch by logging into your Louis account. Changes after this cut‑off may not take effect until the following delivery cycle.
10. Contact Us
Email: care@louispetco.au
Monday–Friday 9 AM–5 PM AEST
We reserve the right to update this policy at any time. If material changes are made we will post the revised version on the Site at least 7 days before it takes effect.