FAQ

• How can I check my order?

Click on the icon with four lines in the top right corner, then select "My Orders" and choose "Order Inquiry." Enter your phone number and email, and you'll be able to view all your order information.

• How can I check my delivery time?

Real-time estimated time please click on http://auyea.com.au/public/track, enter your phone number and email address.

• Payment Methods

Our website supports credit card, WeChat, and Alipay.

After adding products to your shopping cart, click on the shopping cart icon in the upper right corner and enter your informations to complete your purchase.

For bank transfers and cash payments, please contact customer service. We will top up your Auyea account when we receive the payment.

• Why is there a balance generated?

Many of our products are priced based on actual weight. The amount you pay for the order is a fixed  product price per standard unit. After receiving your order, the system will settle the amount based on the actual weight. Any excess or shortfall is credited to your account balance for future purchases. (Please verify your order promptly upon receiving it, and you can check the order history to find specific order details.)

• How to add items to an existing order?

Adding items will not incur additional shipping fees if your current order is qualifies for free shipping. Once you place an additional order, the system will combine all of your orders for home delivery automatically. 

If the home delivery amount ($100) not achieved, and you would like to add on orders to meet the dlivery requirement, you can select a pickup location when placing the additional order. Once the order reaches $100, you can contact our customer service to arrange home delivery.

• Is there a shipping fee?

For orders that under $100, you can choose to pick up your order at a pick-up location. There is no minimum order amount for pickup. However, you must collect your order within two days once the order is delivered. Currently, we have 11 pickup locations. Alternatively, you can choose home delivery, but the system will automatically charge a $15 AUD shipping fee for orders under $100.

• Current Pick Up Location:

Mount Waverley Auyea Farm(501 high street road, mount waverley VIC 3149)

Brighton East Brighton East milk bar(131 Thomas St, Brighton East VIC 3187)

Melbourne CBD Super Convenience(111 Batman Street, West Melbourne VIC)

• Where to check my orders?

To trace your order history or current order, click the symbol of four horizontal lines in the upper right corner, select "My Orders," choose "Order Tracking," enter your phone number and email.

• Can I cancel my order?

Because all products are farm fresh products, orders cannot be canceled once placed. If you won't be available to receive the delivery, you can change the delivery address to someone else' address that would accept the order on your behalf through the order tracking section.

• What if nobody home during deliver day?

If you are not at home on the day of delivery, you can arrange for the driver to leave the package in a shaded area, or you can ask a neighbor to collect it on your behalf. If our driver cannot reach you upon arrival and does not receive your consent to leave the package, they will not leave it unattended at your doorstep. Instead, the package will be returned to the Mount Waverley pickup point for you to collect it. If you require a second delivery attempt, an additional fee of $15 for shipping will be charged.

• When can I place an order for next week's delivery batch?

New delivery batches are available on every Friday morning. You can refresh the webpage to check the "Available Days" displayed below the products. For many high-demand products, you can place your oider on Friday to avoid items sold out.

• How can I request a refund for my balance?

If you no longer wish to purchase, you can click the "Feedback" option on the order tracking page to submit a refund or top-up request. Our customer service team will contact you.

• How to top up?

You can select the top-up item and place an order through the website. Your balance will automatically update after the payment gone through. For cash top-ups, you can contact customer service.

• Why is there still an out-of-stock issue ?

Many situations will occur especially when dealing with farm fresh product. It can be some mistake or accident happen at the abattoir during the processing process or the fruits and vegetables didn't pass the inspection process which are unqualified for delivery. This is because Auyea makes every effort to ensure the high quality of products! For the out-of-stock items, we will refund the amount directly into your account balance.

• Why is there a discrepancy between the order amount and the actual amount?

Many of our products are priced based on actual weight. The amount you pay for the order is a fixed  product price per standard unit while the actual received quantity may be slightly more or less. This leads to a discrepancy between the order amount and the actual amount, which is reflected in your account balance. During your next order, the system will automatically include the existing balance for settlement.

What is the difference between Auyea Farm pork and commercial pork?

• Our pigs are free range raised and kept outdoors for their entire life. They have a better quality of life living in the wide and free environment. The animals are less stressed, they're more active as they can roam, all of which contributes to a better taste and flavour, especially with the best breed- Black Kurobuta which is well known as 'Wagyu of pork' because of the unique taste.Our pigs are grains-fed with absolutely no antibiotics, hormones, or other drugs. They naturally grow at a slower pace, resulting in healthy and delicious meat with a true "pork flavor"!

Commercial pigs are high production and reproduction numbers of animals, low labour requirements, low land use by concentrated indoor facilities where they have limited living space and a low feed requirements. They are fed by supplement that can speed up the growth. Due to the high density of pigs, periodic medication is necessary to control and prevent the spread of diseases. Please refer to the following image:

Why the price of AUYEA pork is more expensive than commercial pork?

Commercial pigs are raised in concentrated indoor facilities and fed with compound feed. Their weight  can reach over 100 kilograms in 3-4 months while our free-range AUYEA pigs take 7-10 months to reach 70-80 kilograms. The cost of raising free range pig is twice as high as that of commercial pigs (plus additional expenses for maintaining pasture, regular veterinary checks, mix grains etc). 

Why does Auyea pork not have the typical odor of regular pork?

People who have been to indoor concentrated feeding pig farms know how unpleasant the smell can be there! I once visited a small farm where there weren't many pigs, but the smell at the entrance of the pigsty was unbearable. Upon opening the door, I just wanted to escape. Growing up in such an environment, I felt that staying there for too long would make a person smell bad, let alone a pig. Later, workers at the slaughterhouse told me that the main reasons for the odor of ordinary commercial pigs are the narrow space they inhabit, where they lie on concrete floors all the time, and the urine soaking into their skin. Additionally, boars produce a strong musky odor due to the action of male hormones. However, occasionally, sows may also produce a slight odor due to hormonal effects and genetic variations.

In contrast, Auyea free-range pigs are raised in open fields from a young age, where they can move freely and are not confined to narrow spaces, reducing the likelihood of urine soaking. They are also not treated with hormones, antibiotics, or other drugs like clenbuterol. The pigs are healthy and happy, and physical castration is performed to minimize the possibility of musky odors.

However, it's important to note that animal farming involves significant individual differences, and even products from the same production line may sometimes have defects, let alone animals, especially those raised outdoors. Due to the significant impact of weather, individual differences, and seasonal changes in grassland conditions, we have found that even siblings from the same parents may have differences in the color and texture of their meat. These variations mean that we can only promise no odor in 95% of cases and 100% healthiness without hormones, antibiotics, etc.

Is Auyea pork fresh?

Because we operate on a pre-sale model, we arrange slaughtering based entirely on sales demand. To ensure that customers receive the freshest meat possible, we typically complete the butchering and packaging within one day after slaughtering, and then immediately deliver to various pickup points or directly to customers' homes. Therefore, all Auyea pork is butchered and packaged immediately after slaughtering, vacuum-sealed, and transported fresh with a cold chain to reach each customer!

Is your pork slaughtered on-site?

No, it's not. Government regulations require that all meat that sold to the public must be slaughtered at government-certified abattoirs. These abattoirs conduct quality inspections on all meat to ensure public safety. Therefore, we need to send live pigs to the slaughterhouse, where they are slaughtered, inspected, and quarantined before being transported back to our processing center for further processing and packaging.

Is blood let out during the pig slaughtering process?"

As far as we know, in Australian slaughterhouses, pigs are indeed bled during the slaughtering process. After being rendered insensible through methods like carbon dioxide stunning or electrical stunning, while the heart is still beating, the pigs are hoisted up and have their necks slit to let the blood drain. Subsequently, the internal organs are removed, and the carcass is dehaired. The operating procedures in abattoirs are generally similar, following government regulations, and this process applies to both free-range and commercial pigs.

Do you sell organs like stomach, intestines, and liver?

No, we don't. This is because during the slauthering process, the removal of internal organs is done on a unified assembly line. The organs from our free-range pigs and regular commercial pigs are all mixed together, so we cannot provide these organs for sale. All the organs are disinfected by the slaughterhouse and then sold to butcher shops or exported to Southeast Asian countries.

The difference between Auyea free-range pork and Auyea kurobuta free-range pork?

They both have received widespread acclaim for their meat quality, which far surpasses that of ordinary pork available in the market. Additionally, due to their earlier slaughter time compared to kurabuta free-range pigs by one to two months, and slightly lower breeding costs, their prices are relatively affordable.

(Generally, Auyea free range pigs are slaughtered at 7-8 months, while kurobuta pigs are slaughtered at 8-10 months. Commercial pigs in the market are usually slaughtered at 3-4 months.)

As shown in the picture above, our pigs may have white, spotted, or even brown fur. We collectively refer to them as wild pigs because they are not pure black-haired pigs.

Kurobuta pigs have meat that is richer and more flavorful, as they are slaughtered slightly later, making them slightly more expensive. This caters to customers who seek even more delicious flavors, aiming to satisfy the diverse needs of our clientele.

Do you sell frozen meat?

We do not have this situation at all because, apart from reserving what we need for ourselves, there is no leftover meat from each batch. We are committed to providing fresh, healthy, and delicious high-quality products:

• We operate on a pre-sale model, scheduling slaughter based on sales volume.

• Even if there are sometimes extra cuts of meat due to discrepancies between projections and actual sales, they are all offered at discounted prices during our weekly "Crazy 100 Minutes" event on Thursday evenings.

• Additionally, we have regular supermarkets and restaurants that accept all the surplus from each batch. Although they often don't receive any surplus due to high demand, whenever they do, they are more than happy to take it all.

What is the blackspots that on the fat layer?

The black spots you sometimes see in fatty meat from black-haired pigs are typically either melanin pigmentation or hair follicles. In fact, similar occurrences can be found in regular white pigs, but since their hair and skin are white, these spots are not visible in the white fat. However, in black-haired pigs, the black spots can stand out more against the white fat. These spots are entirely normal and safe to consume. Our butchers are trained to remove them during processing if noticed, but occasionally, some may go unnoticed, in which case it's up to the customer to remove them if desired.

Can you cut as what I want particularly?

Currently, we are unable to provide custom packaging or special processing for orders. In order to ensure timely delivery of fresh products to our customers, we have limited time for packing and delivery. Therefore, our products are standardized in their packaging. However, you can submit your suggestions or complaints on the order inquiry page. We will collect feedback from our customers and consider it for future improvements.

What is free range chicken?

According to government standards, as long as there are not more than 10,000 chickens per hectare (10,000 square meters), and the chicken coops have doorways leading to the outside for the chickens to freely enter and exit, it is considered free-range farming.

Therefore, free-range farming can vary depending on the circumstances. In most cases, it involves chickens being kept within fixed coops and designated activity areas. However, at Wild Aussie Farm, we use a method where the caravan is regularly moved to provide different areas for the mother hens to roam. 

The density of 10,000 chickens compared to 100 chickens is vastly different, and the time and effort required for each are also significantly different. The following image shows the standard scenario:

Below are Auyea Farm Free Range Standards:

What we feed our chicken?

Our chickens are fed a diet consisting of crushed mixed grains, which are more expensive than commercial feed. The grains are crushed to prevent selective eating among the chickens. In addition to grains, they also forage on insects, grass seeds, and green grass found in the pasture. This natural diet ensures that our chickens produce genuine, healthy free-range eggs. While their egg production rate may be lower compared to chickens fed commercial feed, we so proud of providing truly healthy free-range eggs to our customers!

Why the egg yolk didn't look orange?

The egg yolk color of free-range chickens from our farm varies from pale to deep golden yellow, sometimes with a slight greenish tint. Unlike eggs from chickens fed with commercial feed containing additives that produce vibrant orange yolks, the color of the yolks from free-range chickens is influenced by their natural diet of grains and foraged vegetation. These yolks maintain their rich golden hue even after high-temperature cooking and are not prone to fading. However, occasional variations in yolk color may occur due to factors such as individual chicken genetics and environmental conditions. Overall, we do not use any additives to control the yolk color, ensuring that our eggs are natural and healthy.

Why the colour of the eggshells, egg yolks look defferent?

The variation in eggshell color, egg yolk color, and egg size from our Farm's free-range chickens can be attributed to several factors. Firstly, because our hens are free to roam outdoors, there is significant individual variability among them. Some may be more active or more passive, preferring different activities such as scratching in the dirt or basking in the sun. Additionally, environmental factors such as weather conditions and the quality of the pasture can influence egg characteristics. For example, dry weather conditions may affect the availability and quality of forage, which can impact eggshell and yolk color.

These differences in color and size are a natural consequence of the free-range lifestyle of our hens. Unlike animals raised in controlled indoor environments where conditions are uniform, free-range animals have the freedom to exhibit a range of behaviors and experiences. Therefore, we cannot control the size and color of the eggs produced by our free-range hens, as they reflect the natural variability inherent in this farming approach.

Is the eggs organic?

The chickens at our farm are raised according to organic standards, and our eggs are even better than organic eggs available in the market. This is because our chickens are kept at very low densities and allowed to roam freely on green pastures, with their living areas regularly rotated. However, obtaining government organic certification involves significant additional costs, which we, as a farm not focused solely on egg production, prefer to avoid. Instead of increasing costs and prices by seeking organic certification, we prefer to demonstrate the quality of our products through our farming practices and offer affordability to our customers. Since we have not obtained government certification, we can only refer to our eggs as free-range eggs rather than organic eggs. Nonetheless, our farming practices adhere strictly to organic standards, with chickens raised on pasture and fed exclusively on grains.

Is the eggs fresh?

We strive to deliver our products in the freshest possible condition. Additionally, our eggs are often in high demand and quickly sold out. Therefore, the eggs you receive are typically laid within the past 7 days, and some customers may even receive eggs laid on the same day. Due to their freshness, boiling these eggs may result in slightly more difficulty when peeling the shells. However, boiled eggs are the best way to experience the distinct flavor and aroma of Auswild free-range eggs, with their rich and delicate yolks.

How old of your chicken?

Our hens are 18-20 months old laying hens that have been raised on Auswild pastures since they were young. They grow up eating grains, insects, and grass seeds, resulting in the distinctive flavor of Auswild eggs. These old hens are ideal for stewing, cooking, and various culinary uses due to their delicious and healthy taste. They are typically sold every two months, depending on the growth and development of the hens.