Terms and Conditions

Last updated August 2026

These terms apply when you use the Jack and Chelo website, place an order, start a subscription or collect from our store. By placing an order or subscribing, you agree to them. Nothing in these terms limits the rights you have under the Australian Consumer Law.

Jack and Chelo cooks fresh dog food in our Hobart kitchen and sells it through this website, from our store in Chigwell and through our stockists. In these terms, "we", "us" and "our" mean Jack and Chelo, and "you" means the person using our website or buying from us. Our online store runs on Shopify, and our subscriptions are managed through Recharge.

Please use our website lawfully and don't do anything that could damage it, interfere with how it works or affect other people's use of it, such as uploading harmful code or scraping its content. We work hard to keep the information on our website accurate and up to date, but occasionally errors happen. If we find a mistake in a product description, price or availability after you've ordered, we'll contact you and give you the choice of continuing with the corrected order or cancelling it for a full refund.

You sign in to your account with a one-time link we send to your email address or mobile number, rather than a password. Please keep your email and phone secure and your contact and delivery details up to date, so we can get your orders to you and reach you if something changes.

You must be 18 or over, or have a parent or guardian's permission, to place an order. All prices are in Australian dollars and include GST where it applies. Delivery costs depend on your location and are shown at checkout before you pay.

Your order is accepted when we send you an order confirmation. We may decline or cancel an order in limited circumstances, such as when a product is unavailable, we can't deliver to your address, there's a pricing error or we suspect fraud. If that happens, we'll let you know and refund anything you've paid for that order.

We may change our prices and product range from time to time. A price change won't affect an order we've already accepted.

Our subscription boxes are delivered weekly, fortnightly or every four weeks, and come at a lower price than one-time orders. When you subscribe, each order renews automatically on your chosen schedule, and we charge your saved payment method when each order is processed.

You can change your meals, box size or delivery frequency, skip your next order or cancel your subscription at any time from your account. Changes need to be made before your next order is processed, and your account shows your next order date. There are no lock-in contracts and no cancellation fees, and an order that's already been processed will still be delivered.

If we change the price of your subscription or the way it works, we'll let you know by email before the change applies to your next order, so you can change or cancel your subscription if you wish.

We deliver across Tasmania and to much of mainland Australia using our own delivery runs, refrigerated couriers and Australia Post. Each delivery method has an order cut-off, which you can see in our delivery checker and at checkout. Orders placed after the cut-off go in the next delivery for your area. Our meals are packed with insulation and ice bricks to keep them cold on the way to you.

If you've asked for your order to be left at your address when no one is home, it's your responsibility once it's been delivered as instructed, so please bring it inside and into the freezer as soon as you can.

If you choose free pickup from our Chigwell store, please collect your order during store hours once it's ready.

We work closely with our delivery partners, but delivery dates are estimates rather than guarantees. We're not responsible for delays caused by courier or postal disruptions, weather events, incorrect or incomplete delivery details given at checkout, or anything else outside our reasonable control.

If your delivery seems late or something's not right with your order, please get in touch at contact@jackandchelo.com.au as soon as you can and we'll help sort it out.

Please check your delivery address and instructions carefully at checkout, as you're responsible for making sure they're correct. If a delivery fails or is delayed because the details provided were incorrect or incomplete, a re-delivery fee may apply, and because our meals are perishable, we may not be able to offer a refund.

Our meals are made for dogs and aren't for human consumption. Please store them as we recommend: keep them frozen until needed, defrost them in the fridge, and use an opened pack within 3 days or an unopened defrosted pack within 14 days.

Our feeding calculator, feeding guides and website content are general guidance, not veterinary advice. Every dog is different, so introduce new food gradually, keep an eye on how your dog is going, and check each recipe's ingredients if your dog has an allergy or intolerance. If your dog has a medical condition or special dietary needs, please talk to your vet before changing their diet.

If your order arrives damaged, has missing or incorrect items, isn't cold when it arrives or there's anything else wrong with it, please contact us as soon as possible with your order number and photos where you can. We'll work with you to put it right with a replacement, credit or refund, as appropriate.

Because our meals are perishable, we can't accept returns or offer refunds if you simply change your mind. This doesn't affect your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Apart from the rights you have under the Australian Consumer Law and any other liability that can't be excluded by law, we're not liable for any indirect or consequential loss arising from your use of our website or products. Where the law allows us to limit our liability, it's limited to resupplying the products or refunding what you paid for them.

The content on our website, including our recipes, photos, logos, designs and text, belongs to Jack and Chelo or the people who've licensed it to us. Please don't copy or use it for commercial purposes without our written permission.

We love hearing from you. If you send us feedback, ideas, photos or reviews, we may use them to improve our products and services. We'll only share your photos or reviews on our website or social media with your permission. Any reviews you post must be your own honest opinion and mustn't be misleading, offensive or infringe anyone else's rights.

Our Privacy Policy explains how we collect, use and protect your personal information.

We may update these terms from time to time, for example when we change how we deliver our services. We'll post the updated terms on this page with a new "last updated" date. Changes won't affect orders we've already accepted, and we'll let subscribers know before any change that affects their subscription.

These terms are governed by the laws of Tasmania, Australia.

If you have any questions about these terms or your order, please get in touch through our contact page or:

Email: contact@jackandchelo.com.au

Phone: (03) 6220 1386