Your questions, answered

Jack and Chelo is a 100% Tasmanian-owned dog food business creating gently cooked meals and natural treats for dogs. It's named after Jack and Chelo, two little Maltese Shih Tzus belonging to our founder, Chef Esther.

We're based in Hobart, Tasmania, where our meals are made.

We offer a range of gently cooked dog meals made in Tasmania using human-grade meats and carefully selected whole-food ingredients.

Fresh is best. True? Yes we think so! Commercial pet food has a shelf life of up to 2 years, and that just doesn't sit well with us. We pride ourselves on using good quality ingredients and NEVER adding any preservatives, and why shouldn't that be served fresh? As pet obesity, cancer, and diabetes rise at alarming rates, there is a growing body of scientific evidence that points to the health benefits of a fresh food diet, and to the dangers of many commercial pet food manufacturing processes.

We've personally seen the results of feeding fresh with our dogs, and our customers dogs too. Also- if you have a picky eater (as we do) they turn their noses up at canned food anyhow, so fresh is the only way!

All Jack and Chelo meals are made in Hobart, Tasmania, using human-grade ingredients. They are gently cooked sous vide, then frozen for freshness.

Our in-house qualified chef Esther and her team, make our meals fresh EVERY week in a certified commercial kitchen in Hobart, Tasmania. We make only small batches, so the meals you receive have literally been made within that fortnight. Our meals are made upholding all sanitary and HACCP standards. We start with the freshest human-grade Tasmanian meat and seafood and add other ingredients including nutritionally beneficial vegetables, legumes and superfoods. The meals are portioned, bagged and cooked sous-vide at LOW temperature to retain all the goodness in the bag. We then freeze them immediately to ensure they are at their freshest when you defrost and feed to your dog.

Our meals are fully cooked using gentle sous vide cooking methods.

Gentle cooking produces safe, convenient meals while helping retain the natural goodness, flavour and moisture of our ingredients.

Sous vide is a gentle cooking method where food is sealed in a pouch and cooked at a carefully controlled temperature.

We prioritise high-quality Tasmanian and Australian ingredients, including only 100% human-grade meats.

It means we use ingredients sourced to human food standards, rather than lower-grade ingredients intended only for pet food.

No, our meals are made from real ingredients without artificial colours, flavours or preservatives.

You can order directly through our website, and find selected products at participating stockists.

Yes, Jack and Chelo is available through selected independent retailers and stockists. See our list of stockists.

No, not at all! You can order as little or as much as you like in a single online transaction.

By ordering a subscription box however, you do receive a discounted rate. So if you find you are ordering regularly, it will be more cost effective for you to get a fortnightly or four-weekly subscription box. You can skip a delivery or cancel anytime, with no lock-in contracts.

Choose your meals and delivery frequency, and your order will automatically renew and be delivered on your selected schedule.

We don't offer a pause option, but you can skip an upcoming delivery whenever you need a break, or cancel at any time from your account. There are no lock-in contracts.

Yes, you can change your meal selection for future orders before the applicable order cut-off.

Yes, you can change your meal size for future orders before your next order is processed.

Changes must be made before your upcoming order is processed. Please check your account for your next scheduled order date.

Enter your valid discount code in the discount field at checkout before completing your order.

Please check whether you have multiple orders or subscriptions, and contact our team if you believe you've been charged incorrectly.

No, there's no password to remember or reset. Select the account icon at the top of the page and enter your email address, and we'll send you a secure login link by email or SMS. Open the link to go straight to your account.

Click the unsubscribe link at the bottom of any Jack and Chelo marketing email.

We deliver chilled across Tasmania and ship frozen to mainland Australia. The easiest way to check options and timing for your area is to pop your suburb into our delivery checker. You're also welcome to collect your order for free from our store in Chigwell, Tasmania.

Delivery days vary by location. Your available delivery schedule will be confirmed based on your delivery address.

Weekly is our most frequent option. You can also choose fortnightly (our most popular) or every four weeks.

Delivery costs vary by location and are shown at checkout before you complete your order.

We use different delivery partners depending on your location, including specialist chilled and frozen delivery services for mainland orders.

Orders are packed and transported using temperature-controlled delivery methods appropriate to the destination.

Tracking and delivery updates are provided by our delivery partners where available.

Your order can be left safely according to your delivery instructions, so please provide a suitable place for the driver to leave it. If you have specific delivery instructions for your residence, add them in the "notes" section before payment.

All deliveries are sent frozen and are packed with insulation and/or ice bricks to keep the food this way until you return home. Mainland Australia orders are sent with a frozen courier, so they will still be frozen when they arrive.

We will email you tracking details prior to your order arriving so that you know when to expect it, and then when it is delivered to your door you will get a text message notifying you that it is there.

Public holidays may affect normal delivery schedules, and we'll communicate any changes that apply to your order.

Yes, extreme weather and transport disruptions can occasionally cause delays, and we'll provide updates where possible.

Please check your tracking information first, then contact our team if your order is overdue or you need help locating it.

Please contact our team as soon as possible so we can investigate with the delivery provider.

Please contact us as soon as possible with photos of the damage so our team can help.

Please contact our team with your order details and we'll help resolve any missing or incorrect items.

Our meals are fully cooked and may be safely refrozen if they arrive still cold. Contact us if you're unsure about the condition of your delivery.

Please contact our customer support team and we can advise you.

A cardboard box printed locally in Tasmania, recycled plastic insulation bags and ice bricks.

If you're in Hobart, Tasmania, yes! Please leave the box and insulation at your door when your next delivery is due and we'll take it with us to reuse. Everywhere else, we sadly can't collect it, but you can pop the box straight into your recycling.

We deliver our meals frozen, so when your order arrives, unpack it and place the meals straight into your freezer. Keep them frozen until needed, then defrost them safely in the fridge before serving.

Move a meal from the freezer to the fridge the night before, and it will be defrosted and ready for dinner time. If you forget, sit the sealed pack in a bowl of hot water for about 5 minutes, then open it and serve.

Once defrosted, open the pouch, portion the required amount into your dog's bowl and serve.

Meals can be served chilled or gently warmed, depending on your dog's preference. Warm is always best if you have a fussy eater.

Up to 14 days in the fridge if the pack is unopened, or use it within 3 days once you've opened it.

Freezing helps keep our freshly cooked meals safe and fresh without relying on artificial preservatives.

Because our meals are fully cooked, they can generally be refrozen if they have remained safely chilled. Don't refreeze food that has been left warm for an extended period.

Yes, provided the meals are kept safely chilled or frozen during transport and stored appropriately at your destination.

Feeding guidelines can be very vague, and truthfully there isn't one correct answer. The right portion depends on your dog's weight, age, activity level and individual needs, so use our feeding calculator as a starting point and adjust as needed.

We have different sized meal pouches, recommended for different sized dogs, and these are a good start point. We recommend you feed your dog the whole pouch suited to their weight range per day, and if you are splitting the meal in half you can add it to dry food, raw meat, bones or our bone broth. Treats also carry calories and should be taken into account each day!

We suggest to discuss this further with your local veterinarian if you are concerned. Our nutritional table and overall kilojoule count for each meal is included within the products page and description.

Introduce Jack and Chelo gradually. Start by mixing a small amount in with your dog's current food, then increase the fresh portion a little more each day until you've fully switched across. A gentle changeover gives your dog's tummy time to adjust, especially if they've been on dry or canned food for a while.

Most dogs transition well over about 7 to 10 days, although sensitive dogs may benefit from a slower transition.

Transition gradually as you would from any other diet, increasing the amount of Jack and Chelo over several days while monitoring your dog.

Yes, but senior dogs may benefit from a slower transition and feeding amounts tailored to their individual needs.

Try warming the meal slightly, introducing it gradually and avoiding too many alternative foods or treats while your dog adjusts.

Give your dog time to adjust, serve consistent meals and try gently warming the food to enhance its aroma.

Our complete meals are carefully formulated to provide balanced nutrition and are aligned with recognised AAFCO nutritional standards.

You can find the full ingredients and nutritional information on each meal's product page.

Many dogs with sensitive stomachs do well on simple, gently cooked diets, but individual needs vary and a gradual transition is important.

Start with our single-protein meal, Chicken, Carrot and Chia Seeds, then gradually try the others.

Suitability depends on your dog's specific sensitivity, so check each recipe's ingredients carefully and speak with your vet about any diagnosed allergies. Our Wallaby and Salmon meals are recommended for dogs with a general chicken and beef allergy.

Yes, when fed in an appropriate portion. Weight management depends on controlling total daily calories and monitoring your dog's condition. Our lower fat options are the Chicken and Chia, Wallaby and Salmon meals.

Dogs with pancreatitis have individual dietary requirements, so please consult your veterinarian before choosing a meal or changing their diet. Our lower fat options are the Chicken and Chia, Wallaby and Salmon meals.

Please consult your veterinarian before changing the diet of a dog with a diagnosed medical condition or specific therapeutic dietary needs.

Diet can play a role in some cases of itchy skin, particularly where food sensitivities are involved, but persistent itching should be discussed with your veterinarian.

A gradual transition to a consistent, gently cooked diet may support healthy digestion, but ongoing digestive issues should be assessed by a veterinarian.

Yes. Four of our six meals are formulated for all life stages: Chicken and Chia, Chicken and Egg, Wallaby, and Lamb. All of our flavours are safe for puppies if you rotate flavours every day.

Puppies can safely eat our Chicken and Chia, Chicken and Egg, Wallaby and Lamb meals, which are all formulated for all life stages.

Introduce the new food gradually over several days, monitoring your puppy's digestion and appetite throughout the transition.

The right portion depends on your puppy's weight, age, activity level and individual needs. Use our feeding calculator as a starting point and adjust as needed.

Young puppies generally need more frequent meals than adult dogs, with feeding frequency reducing as they grow.

Review your puppy's portion regularly as they grow, and adjust it according to their weight, age, body condition and activity.

This depends on breed and expected adult size, as dogs mature at different rates. Generally it's from 12 to 18 months, but be guided by your vet.