Kay's Meats Click & Collect (In-store Pick up) POLICY

Last Updated: 10 June 2026

At Kay’s Meats, we take pride in supplying the freshest, highest-quality meat and produce to our regional community. Because our products are fresh and perishable, we operate an online Click & Collect service in place of traditional postal shipping.

By placing an order through our online store, you agree to comply with the collection regions, processing timelines, and security verification protocols detailed below.

1. Supported Ordering Regions

To ensure order legitimacy and maintain regional service quality, our online store accepts orders from customers residing within the New England North West and Upper Hunter as specified below.

Your billing and checkout address must belong to a postcode within these regional zones, which include (but are not limited to) the following major hubs and surrounding districts:

  • Tamworth & Liverpool Plains: Tamworth, Gunnedah, Quirindi, Werris Creek, Manilla, Barraba, Nundle, and Wallabadah.
  • New England High Country: Armidale, Glen Innes, Guyra, Inverell, Tenterfield, Uralla, and Walcha.
  • North West Plains: Moree, Narrabri, and Wee Waa.
  • Southern Upper Hunter Corridor: Willow Tree, Murrurundi, Blandford, Wingen, Aberdeen, and Scone.

Note: If an online order is attempted using a billing address outside of these authorised regional footprints, the transaction will not be able to be completed. If you live near these areas and cannot place an order, please call our team on (02) 6766 6655 and we'll add your location on a case by case basis.

2. Order Processing & Collection Times

We cut and pack our products fresh daily. To give our butchers enough time to prepare your order to the highest standard, please observe the following turnaround rules:

  • Available Pickup Windows: Collection is available Monday to Friday, between 11:00 am and 4:00 pm.
  • Strict 3-Hour Turnaround: All online orders require a minimum preparation time of three (3) hours from the exact time the order is successfully submitted.
  • Notification: You will receive a automated email notification the moment your order has been packed and transferred to our front counter refrigerators. Please do not attempt collection until you receive this notification.
Example Timelines:
  • An order placed at 8:00 am will be ready for collection from 11:00 am.
  • An order placed at 1:00 pm will be ready for collection at 4:00 pm.
  • Orders placed after 1:00 pm will be processed first thing the following business day and will be ready for pickup from 11:00 am.

3. Payment Options

We accept the following secure payment methods at our online checkout:

  • Credit / Debit Cards (processed securely via our eWay gateway)
  • Afterpay

4. Counter Requirements & Verification Instructions

To protect our local customers and our business against identity theft, stolen credit cards, and chargeback scams, we enforce a strict identity verification process at the point of collection. Goods will not be released under any circumstances unless these requirements are met:

  1. Physical Driver’s Licence: The person collecting the order must present a valid, physical, government-issued photo ID (such as a Australian Driver’s Licence). Digital screenshots or paper photocopies are not accepted.
  2. Name Match: The name on the physical ID must perfectly match the name printed on the online order receipt and the billing account used.
  3. Physical Signature: You must sign our physical shop collection receipt. This signature confirms you have inspected the order and taken physical possession of the items.

Collecting on behalf of someone else?

If you are picking up an order for a family member or friend, you must present a copy of their order confirmation email, a clear smartphone photo of their matching physical Driver’s Licence, and your own physical ID for our cross-reference log.

5. Returns, Exchanges, and Product Damages

Because Kay’s Meats deals strictly in fresh, highly perishable food items, our return policies comply with Food Safety Standards and the Australian Consumer Law:

  • Damages & Shortages: Please check your items thoroughly against your receipt at the counter before leaving our shop. If any item is damaged, incorrectly portioned, or missing, we will instantly rectify the issue, exchange the product, or process a refund on the spot.
  • Change of Mind: Due to health, hygiene, and cold-chain temperature regulations, we cannot accept returns, offer exchanges, or issue refunds for a change of mind once fresh food products have left our physical store premises.
  • Uncollected ("Lost") Orders: Because orders are collected directly by the customer, traditional transit loss does not apply. However, if your fresh order is uncollected at the close of business on your selected pickup day, we will attempt to call or email you. Uncollected fresh meat orders left without communication for more than 48 hours will be safely discarded due to spoilage. Discarded orders are completely non-refundable.

6. Contact Information

If you need to change your scheduled pickup window, or if you have any questions regarding your order processing, please contact us immediately:

  • Phone: (02) 6766 6655
  • Email: onlineorders@kaysmeats.com.au
  • Physical Address: 5 Brewery Lane, North Tamworth NSW 2340