Frequently Asked Questions

We ship only within Australia and New Zealand. Eligible addresses will appear automatically at checkout.

We ship via Australia Post:

• Standard Shipping (Australia): 5–8 business days

• Express Shipping (Australia): 1–3 business days

• New Zealand:10-14 business days(Standard International Shipping)

• New Zealand: 5–10 business days （Express International Shipping）

Yes! Orders within Australia over AUD 69 qualify for free standard shipping. Free shipping is automatically applied at checkout.

After dispatch, you’ll receive an Australia Post tracking number via email. Check the latest status on the AusPost website.

Orders placed before 1:00 PM AEST on a business day are usually dispatched the same day.

Orders placed after this cutoff are generally dispatched on the next business day.

“Business days” are Monday–Friday (AEST) and exclude weekends and public holidays.

Dispatch and delivery timeframes may be affected by Australia Post’s workload, public holidays, or unforeseen delays. All delivery timelines are estimates provided by Australia Post and may vary.

If your freeze-dried treats arrive damaged, defective, or incorrect, please contact us within 48 hours of receiving your order. Include your order number and photos if possible.

Damaged: Products physically harmed during shipping.

Defective: Products with a quality issue or fault affecting usability.

Incorrect: You received the wrong product, variant, or quantity.

If you want to ship to multiple addresses, you must notify us within 1 hour of placing your order.

Orders placed before 1:00 PM are usually dispatched the same day, so late notifications may be too late to split the shipment.

Please note: splitting an order incurs additional shipping fees.

To avoid extra charges and ensure timely delivery, we recommend placing separate orders for each address.

Delivery timelines are estimates only and may vary due to:

• Australia Post processing times
• Public holidays
• Peak seasons
• Weather or operational delays

We do not control carrier delays, but your tracking link will always show the most up-to-date information from Australia Post.

If your parcel is significantly past the estimated delivery timeframe, you may contact us and we can lodge an enquiry through the Australia Post system on your behalf.

If you need to update your delivery address, please contact us immediately after placing your order—ideally within 1 hour.

Orders placed before 1:00 PM AEST on a business day may be dispatched the same business day, so late requests may not be possible.

Address changes can only be made if the order has not been dispatched.

Once dispatched, the delivery address cannot be changed.

Our orders are shipped via Australia Post, and delivery schedules follow Australia Post’s operating hours.

Normally, Australia Post does not deliver on weekends or public holidays.

However, during peak seasons—especially leading up to Christmas—Australia Post may offer temporary weekend deliveries in metro capital cities and selected regional areas.

Australia Post has announced that weekend deliveries are reintroduced during the Christmas period to manage increased parcel volumes from sales events and holiday demand.

Because these schedules are managed entirely by Australia Post and may change, please refer to the latest delivery updates on the Australia Post website for the most accurate information.

All treats are made in Australia in a Safe Food Queensland certified facility.

We use high-quality, human-grade ingredients sourced from Australia and selected international suppliers.

All proteins—including kangaroo, duck, venison, crocodile, prawns, fish, and other species—are chosen for their quality, freshness, and suitability for freeze-drying.

The only exception is the wild rabbit mince used in our Wild Rabbit Bites.

Because this ingredient contains natural bone, it cannot be classified as human-grade under Australian regulations.

However, it is still sourced responsibly and meets our safety and quality requirements for pet consumption.

Our full sourcing details are available on our “Behind the Freeze” page for full transparency.

No. All our treats are made from a single source of meat and freeze-dried with no artificial colours, flavours or preservatives. One of our products includes a small amount of organic flowers, but no artificial additives are used.

All ingredient sources are fully traceable, and origin details are listed on Behind the Freeze

No synthetic vitamins or minerals are added. The freeze-drying process helps retain the natural nutrients present in the meat.

Yes. Sourcing details are on the Behind the Freeze page. Certificates and lab test records are authentic; some information may be partially redacted for privacy, but all documentation is verifiable.

Yes. All our freeze-dried treats are produced in a facility certified by Safe Food Queensland.

This certification is issued under the Food Production (Safety) Act 2000 for meat processing, which sets standards for hygiene, storage, handling, and processing equivalent to human‑grade meat requirements.

Our facility meets these strict standards, which are higher than typical pet food-only processors, ensuring a high level of safety and quality for our products.

You can view the certificate on our “Behind the Freeze” page — sensitive information has been redacted, but the certification is genuine and verifiable.

Yes. Our freeze-dried products undergo routine laboratory testing at accredited facilities to ensure safety and quality.

We specifically test for:

• Moisture content to prevent spoilage
• Salmonella to ensure microbiological safety
• key nutritional indicators relevant to each product are routinely assessed to monitor consistency and quality.

Yes. All certificates and lab test results are authentic and legally recognised.

Laboratory testing is conducted by accredited facilities (e.g., ISO-certified labs) to ensure reliable results.

Documents displayed on our “Behind the Freeze” page are real, with sensitive business details redacted for privacy and security.

Yes. All ingredients are sourced from trusted Australian suppliers and carefully selected for quality and safety before use in our freeze-dried treats. For more details about our ingredient sourcing, you can visit our Behind the Freeze page.

Our freeze-dried treats themselves are not Halal certified. However, some of our raw materials come from suppliers that hold Halal certification.

Yes. While there is no specific regulatory requirement for freeze-dried pet treats, we proactively conduct routine laboratory testing at accredited facilities to ensure our products meet high standards of safety and quality. Safe Food Queensland certification is official; for privacy reasons, the displayed certificate is partially redacted, but it is genuine and verifiable. All laboratory tests are real and carefully documented to maintain product integrity.

In Australia there is currently no mandatory national law that requires all pet treats to be manufactured under a uniform safety standard. Compliance with industry guidelines such as the Australian Standard for the Manufacturing and Marketing of Pet Food (AS 5812) remains voluntary. (aph.gov.au)

Because our freeze-dried treats involve processing meat products, we operate in a facility accredited under the Safe Food Queensland meat-processing scheme, which applies the same hygiene, storage, processing and handling standards as those required for human‑grade meat supply. These legal meat processing regulations apply regardless of whether the meat is destined for human or pet consumption.

In addition to following those regulatory requirements, we voluntarily conduct routine laboratory testing to check for microbial safety (e.g., Salmonella), moisture control and key quality indicators — exceeding minimal regulatory requirements. This helps maintain high standards of safety and quality for our treats, and ensures transparency for our customers.

We use human-grade meats and seafood sourced from Australia and approved international suppliers.

Each product’s full ingredient list is shown on its product page, with detailed sourcing information on our Behind the Freeze page.

Note:

Our Wild Rabbit Bite is the only exception — it uses wild rabbit mince with bone, which is not classified as human-grade due to bone content, but is safely sourced for pet consumption.

Yes. All of our treats are made using human-grade ingredients, except the Wild Rabbit Bite, which uses wild rabbit mince with bone (not human-grade because of the bone, but safe and appropriate for pets).

This distinction is clearly labelled for transparency.

Yes. We partner with trusted Australian and international suppliers.

You can find full sourcing transparency on our Behind the Freeze page.

Each product page includes:

a protein/allergen icon

a complete ingredient list

any special notes

One product also includes freeze-dried organic flower pieces, which is clearly labelled.

No. Our treats contain no artificial preservatives, colours, or flavours.

Freeze-drying naturally preserves the food.

No. Every ingredient used is fully listed on the product page, with no hidden additives or fillers.

What you see is exactly what you get — single-ingredient, freeze-dried treats (unless otherwise clearly stated).

Introduce new treats slowly and in small amounts.

Monitor your pet for any signs of intolerance, especially when feeding a protein they haven’t had before.

Pets with allergies may react to specific proteins, so please check the ingredient list and allergen icon on each product page.

We do not claim hypoallergenic; however, many of our treats are single-protein, which can help pet parents identify suitable options.

If your pet has a known allergy, consult your vet before introducing a new protein.

Stop feeding immediately and contact your veterinarian.

Mild reactions may include itching or digestive upset, while severe reactions require urgent veterinary attention.

Keep treats in a cool, dry place, away from direct sunlight. Exposure to heat or light can reduce freshness, flavour, and texture.

Yes. While not necessary, you can store treats in the fridge, especially in hot or humid climates.

Always keep them tightly sealed to avoid moisture exposure.

Once opened, reseal the bag tightly or transfer contents to an airtight container.

For best quality, consume within 4–6 weeks, depending on climate and storage conditions.

Refrigeration can help extend freshness in humid or hot areas.

Our light-blocking resealable bags and food-grade vacuum-sealed inner pouches with 100cc oxygen absorbers:

Protect against moisture

Limit oxygen exposure

Preserve freshness, texture, and flavour

Yes. Moisture is the main threat to freeze-dried treats.

In humid environments, consider storing in the fridge or a cool, dry area and always keep the bag sealed.

High temperatures may affect texture, flavour, and nutrient stability. Avoid storing near heaters, ovens, or in direct sunlight.

Up to 24 months (2 years) if stored properly in a cool, dry place.

Always check the best-before date on the packaging.

We do not accept cancellations or refunds if you simply change your mind. Once your order is placed, modifications are only possible before dispatch. After your order has shipped, we cannot accept changes, cancellations, or returns—except in cases where the product is faulty or damaged.

If there is a shipping error or product fault, we will follow the remedies provided under Australian Consumer Law (ACL).

No. Under Australian Consumer Law, businesses are not required to provide refunds or accept returns for a change of mind. Our “no change-of-mind” policy is consistent with these regulations. You may only be entitled to remedies if the product is faulty, damaged, or not as described.

If your freeze-dried treats arrive damaged, defective, or does not match your order (wrong flavour, weight, or type), contact us within 48 hours with photos if possible.

You can place an order directly through our Shopify store by selecting the products you want and completing the checkout process. Make sure your shipping and billing details are correct before confirming the order, as changes are only possible before dispatch.

We accept payment via major credit and debit cards, as well as PayPal. Payment is processed securely at checkout, and you will receive an order confirmation email once payment is successful.

If you want to ship to multiple addresses, you must notify us within 1 hour of placing your order.

Orders placed before 1:00 PM on a business day are usually dispatched the same day, so late notifications may be too late to split the shipment.

Please note: splitting an order incurs additional shipping fees. To avoid extra charges, we recommend placing separate orders for each address.

All shipping times are calculated in business days.

If a product is defective or incorrect, we cover the return shipping cost.

Change-of-mind returns are not accepted, so no return shipping applies.

Refunds are processed via Shopify. Once we receive and verify your return or issue, you will receive a confirmation email.

Refunds are then credited to your original payment method. The time it takes for the refund to appear in your account depends on your bank or payment provider, and may vary. Typically, it takes 5–10 business days, but this can differ depending on your financial institution.

Delivery times are estimates. We are not liable for delays caused by Australia Post, customs, or other unforeseen events.

You can unlock 10% off at checkout by entering the name of one of our ambassadors as your discount code.

Our ambassadors and their codes are listed on our Instagram page — follow us to see them all!

Enter the code in the “Discount Code” field during checkout.

No. Only one discount code can be applied per order.

No. The ambassador discount applies to any order, regardless of total value.

Yes. Discount codes and free shipping promotions can be used together, unless explicitly stated in a promotion’s terms.

Yes. Unless stated otherwise, ambassador discount codes can be used on all products, including items with current offers.

Make sure you entered the code exactly as provided (codes are case-sensitive).

Check if the code has expired.

Ensure you are meeting any conditions specified for the promotion.

If the code still doesn’t work, contact our customer support.

Our packaging is custom-designed in-house to protect the quality and freshness of our freeze-dried treats. The illustrations on the bags feature the dogs and cats of our brand ambassadors, each with their Instagram account displayed. This adds a personal and playful touch while celebrating our community of pet lovers.

Some earlier packaging versions do not include these IG accounts, but newer prints have been updated.

We use light-blocking and resealable packaging for two main reasons:

1. Climate protection: Darwin’s hot climate can affect product stability.

2. Freshness: The packaging helps keep our freeze-dried treats fresh and flavourful for longer.

Inside the outer bag, we use a food-grade vacuum-sealed pouch paired with a 100cc oxygen absorber sourced from Australia. This combination minimizes oxygen exposure and helps protect nutritional quality and texture.

Even though each bag of our freeze-dried treats is up to 85g, we use a 100cc oxygen absorber because this size provides a comfortable technical margin for reducing residual oxygen inside the vacuum-sealed pouch.

A slightly larger absorber helps manage:

• small amounts of air that remain after vacuum sealing,

• natural variations in temperature and handling during storage or transport,

• gradual oxygen transmission that can occur through packaging materials over time.

Using a 100cc absorber offers more consistent performance across different conditions. While it does not guarantee outcomes, it supports a more stable, low-oxygen environment, which helps maintain the product’s intended texture, aroma, and overall quality throughout its shelf life.

Yes. Our outer bags are resealable, allowing you to keep treats fresh after opening.

Our multi-layer packaging system—light-blocking exterior, food-grade vacuum inner bag, and 100cc Australian oxygen absorber—works together to minimise exposure to heat, oxygen, moisture, and light. This supports long-lasting quality, flavour, and safety.

You can reach our team anytime by emailing info@muvoretreats.com.au.

Responses are usually within 24–48 hours, excluding weekends and public holidays. During peak seasons or public holidays, replies may take slightly longer, but we do our best to assist you as promptly as possible.

Absolutely! We welcome customer feedback to help us improve and expand our product range.

To help us assist you quickly, please include:

• Your order number (if applicable)
• The email used at checkout
• Clear description of your question or issue
• Photos, if the enquiry is about a product or delivery problem

Yes. Once your order ships, you will receive an Australia Post tracking link via email.

You can check delivery progress directly through that link at any time.

At this time, we provide support primarily via email, so we can keep accurate written records and ensure every enquiry is handled properly.

Follow us on Instagram for announcements, ambassador updates, and promotions.

Yes. You can message us on Instagram. For order-related enquiries, email is recommended so we can keep everything properly documented.

Yes! Please email us with your proposal and relevant links.

We will review and get back to you as soon as we can.