FAQ

Frequently Asked Questions

1. WHY CHOOSE "THE HAPPY TAILS KITCHEN"?

Transparent presentation of every food: We use diced fresh meat, and vegetables are finely blended, making it suitable for picky dogs.

Include Longevity ingredients: Noticeable health improvements: better digestion, reduced stool volume, shinier coat.
Complete and balanced nutrition from nature: Our fresh food meals meet AAFCO or NRC standards. We ensure your pet receives essential vitamins and minerals from various fresh ingredients to meet their needs.

2. HOW TO FEED?

For the Fresh Food Bento: steam for 10-15 minutes (do not use a microwave to heat the packaging).

For the Slow-Cooked pack, simply thaw it in the refrigerator overnight, and it will be ready to serve the next day.

Lukewarm water
If you forget to thaw the food overnight, you can put it in a sink of lukewarm water for 15–30 minutes.

3. HOW LONG DOES IT TAKE TO BE READY AFTER PLACING AN ORDER?

To ensure freshness, all meals are prepared after orders are received.

Place your order by Thursday at 11:00 PM for delivery or pick-up notifications on Sunday or Monday. Orders placed after Thursday will be delivered by the following Sunday night.

4. WHAT'S THE SHELF LIFE?

Our preservative-free, additive-free products can be stored in the freezer for up to 60 days or in the refrigerator for up to 3 days.

5. WHAT ARE THE DELIVERY OPTIONS?

Available Delivery Time Slot: Every Sunday or Monday night, between 6:00 PM and 10:00 PM.

Delivery Fees:

Free delivery for orders over $120 AUD within a 15 km radius of Mascot Train Station.

A delivery fee of $10–$30 AUD applies for distances between 15–30 km.

*Please note: The delivery fee and eligibility for free delivery will be determined at the checkout page.

Delivery is unavailable for distances over 30 km; only self-pickup is available.

Please specify your preferred delivery date (Sunday or Monday) when placing your order.

Delivery Guidelines:

1. The driver will send a reminder text message 30 minutes before arrival.

2. Upon arrival, the driver will contact you. Please ensure your phone is reachable.

3. If the driver cannot reach you, the order will be taken back, and you will need to contact customer service to arrange self-pickup or a second delivery (additional fees will apply).

For Drop-Offs: If you request the driver to leave the delivery at the front door or downstairs, the driver will take a photo for confirmation. Please ensure you collect the order promptly, as we are not responsible for any loss. If the driver is unable to safely leave the package at the requested location, the order will be returned. You may opt for free self-pickup or arrange a second delivery (extra charges apply).

6. WHAT TO NOTE BEFORE PLACING AN ORDER?

Note that, since our products are handmade, expect slight variations in portion sizes.

7. T&Cs: GET 5% CREDIT ON SELF PICK-UP ORDER?

Order Requirement: This promotion is applicable exclusively to orders placed for self pick-up.
Eligible Products: Only dog food and treats qualify for this special offer.
Exclusions: The Value Packs are not included in this promotion.
Credit Application: A 5% credit will be automatically added to your account once the order is successfully picked up.

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