having a bit of trouble matey?
these questions may help…
Why do we have to get our order in by 5pm the night before pickup?
This is because our supplier needs to collate all the orders the night before so they’re prepared for the early collection from the market on the morning of your pickup. Orders placed after 5pm on Sunday or Thursday will not be available for next day pickup.
Why is the clock counting down?
This clock is the main part of how our business works. As our business is a click and collect we need to get the orders in by a certain time. This clock lets you, the customer, know how long you have left until the next order deadline. Orders close at 5pm the day before designated pickup which is a Monday and Friday afternoon except for Highton (Monday only). Therefore, orders need to be made by 5pm on a Sunday for a Monday pickup and 5pm Thursday for a Friday pickup. Once the deadline is passed the clock will reset for the next deadline.
What time is pickup on Monday and Friday?
Pickup starts from 4pm on both days and finishes when your designated pickup location closes on that day. Please check your local pick location for closing times.
What happens if I start my order before a deadline but it processes after the set deadline?
Unfortunately, if your order processes after the set deadline you won’t be eligible for next day pickup and will have to wait for the next designated day. This will be stated in your order confirmation. For example; if you start an order at 4:55pm on a Sunday but for some reason it doesn’t go through until 5:02pm then unfortunately that order will be set for the Friday pickup, rather than the Monday. This is the same for a Friday pickup. If the same thing happens on a Thursday afternoon then your order will be ready for you the following Monday.
My pick-up location is Bottles and Barrels – where specifically do I need to go when I get there?
The pick-up point is 132 Aberdeen st Geelong West. You can either use the drive-through next to the bottle shop or park and walk into Bottles and Barrels.
My pick-up location is Torquay Pub, Thirsty Camel – where specifically do I need to go when I get there?
The pickup point is Thirsty Camel, 36 bell st Torquay. This is the bottle shop BEHIND Torquay pub.
Where do you source your seafood from?
Our local supplier is Ash Bros based in Yarraville, Melbourne. Ash Bros is one of the oldest and most experienced seafood suppliers and wholesalers in Victoria, first established in 1959. They source straight from the Melbourne Fish market and we get it straight to you that same day.
Is it actually fresh? How do we know?
We guarantee that our produce is picked up from the market and delivered to you the very same day. Ash Bros pick up, cut, package and label your order every morning before we deliver to you. How much fresher can you get? Unless you are fishing yourself!
What happens if I miss my pickup?
Unfortunately, if you miss your pickup you will lose your order. We do not hold orders overnight to ensure only the freshest produce.
Why do I have to buy a cooler bag?
Our goal is to move towards being as environmentally friendly as possible. By asking all our customers to buy and reuse their own cooler bag we limit waste. We are sending all proceeds from every bag bought to WildArk. A conservation group working hard towards saving the worlds wildest places. Please go to our “About” section to find out more about this great group. We will not give out the seafood unless you have a reusable bag. No plastic bags will be used!
What happens if I forget my cooler bag?
If you forget your cooler bag, you can purchase one at the time of pickup. Remember all profits from the cooler bags go to WildArk. Cooler bags bought on the premises must be paid for in cash as we do not have credit card facilities on site at any of our pickup locations. If you have your own reusable bag that is fine, but we will not give out any seafood in plastic bags.
Why is there only a select range of Seafood?
We want to bring you the finest and freshest products each and every time we deliver. As we grow and demand grows we will endeavour to add more products.
Is it kept cold at all times during delivery?
Yes. From when it is picked up at the market to when you pick it up from your pickup location your produce is kept on ice or refrigerated. When picking up your order you must supply or purchase a cooler bag to keep it cold but once you leave we cannot be liable.
Why do you only have two weight increments?
Our weight increments are based on the average serving size for an adult. 1 serving for an adult is approximately 150-200g, meaning 400g should serve 2 adults. This is to keep the order and checkout process as simple as possible for our customers and supplier.
My weight increments aren’t exactly 400g and 800g?
We hand cut all our fish making it difficult to get the exact weight every time. We will endeavour to get as close as possible each time.
Can I pay cash on pick up?
Unfortunately, no. As this is an online click and collect service you will be required to pay online when you order your food. You will not be able to make an order without an online payment.