Delivery & Returns - Scratch

Delivery & Returns

Where does Scratch ship, and how much?

We ship to most places in Australia, except the Northern Territory and remote parts of Queensland.

Shipping is free for all Melbourne, Brisbane, Sydney, Adelaide & Perth customers and subsidized down to a small fee for everyone else. Head to checkout and enter your address to see exactly how much it is to get to your door.

One day we hope to offer free shipping Australia-wide, but shipping dog food is expensive, so we’ve subsidized the cost as best we can for now. Watch this space.

Do I get notified before a new order will ship?

Once you’re subscribed and due a fresh delivery, we’ll give you a seven day heads up that your next order is about to ship. This is really useful in case you’ve been mixing in other food and still have plenty left, or you want to speed it up and get it ASAP.

How quick will my order ship?

Any order (new signup or renewal) placed before 11am on a business day will be sent out the same day. We try to send out as many orders placed after 11am as possible, but we can’t always get them on the truck in time πŸ™‚

We have warehouses in Melbourne, Sydney, Brisbane, Adelaide and Perth so your food won’t have to travel far. We ship with Australia Post, with orders typically arriving at your door within 1-3 days for metro areas and 2-4 days everywhere else.

COVID UPDATE – Those shipping times might be ambitious in some areas right now. See our covid shipping updates.

Do I get a tracking code?

Sure do! We’ll email you as soon as your order leaves the warehouse with your tracking code and a reminder of each dogs feeding guide.

Do I need to be home to accept my order?

We use Australia Post eParcel with no signature. This means that if you are not home and Australia Post can find a suitable location they will leave the box for you. If they can not find a suitable location they will leave a card and you will need to pick it up from your local post office.

If you have a free MyPost account you can also get delivery to a Parcel Locker where you can pick it up 24/7

Are there any returns?

We offer a 100% money-back guarantee on your first order (limited to one 8kg item only) within 60 days of ordering.

Scratch is only full of the good stuff, so if you sign up, transition your dog over and they’re still not into it, just let us know and we’ll refund the full cost of your first 8kg for you.

In many cases you won’t need to return the opened food to us, but if a return is necessary or you can re-route it back in transit, we’ll advise of the return address closest to you.