FAQ – The Butchery on Brunker

FAQ


Service

  • How can I contact customer service?
    Rob and Claudine Owen strongly believe in good old-fashioned customer service. We take great pride in what we do and we’re always happy to discuss our products or answer your order queries.
    Call us at the shop on 02 4957 5470 or email customers@butcheryonbrunker.com. You can also send us a message via our Facebook page.
    We look forward to talking to you!
  • I want to visit your shop, what are your opening times?
    We love to meet our customers!
    We’re open Monday to Friday from 7.30am to 5.30pm; and Saturdays from 7.30am to 12.30pm. You can visit us or phone in your order while the shop’s open, or order online 24/7.
  • Where’s the best place to park?
    The Butchery on Brunker is based in Newcastle; the shop is at 262 Brunker Road Adamstown NSW 2289. There is a car park behind the shop which is accessible from Glebe Road or Victoria Street.
  • Is your shop wheelchair accessible?
    Yes, there’s no step at the entrance so our shop is easy for wheelchair users and buggies.
  • Are you Covid-safe?
    We have a Covid-19 Safety plan and are registered as Covid-Safe with the NSW government.

    Products

    • Where does your meat come from?
      Rob and Claudine take care to source quality meats from a few hand selected, local farmers, with whom The Butchery on Brunker works closely. Fresh from the farm to your plate – our meat is Free Range, Grass Fed and Hormone Free.
    • What’s the difference between your meat and supermarket meat?
      Fresh from the farm to your plate!
      The farmers we choose to work with are mostly local, and they all take great care of their animals and deliver great Free Range, Grass Fed and Hormone Free produce.
      Our meat is also fresher. Unlike supermarkets where the meat can take 3 weeks or more to arrive in store, via central distribution centres, ours comes straight to us in only a few days. You can really taste the difference.
      The Butchery on Brunker also makes all our own sausages, hams and smallgoods in-house for you. We take great pride in what we serve you, and only the best will do.
    • Will you cut or prepare meat a particular way for me?
      Of course! If you’d like a particular cut please leave a comment on your order on checkout; or simply give us a call on 02 4957 5470 to let us know what you’d like. And we’re always happy to offer advice if you’re not sure! We’re here to help.
    • Do you really make all your sausages and other smallgoods in house?
      Yes we do! From smoked ham and bacon, to all our rissoles and sausages including cabanossi and chorizo, we make it all on site at our Butchery on Brunker Road. Rob has 35 years’ experience as a butcher and loves nothing more than working hands-on to create delicious food for your table.
    • Do you offer product guarantees?
      We want everybody to love the locally farmed meat that we are proud to serve. We guarantee all our products with a money back guarantee. Everything you buy online is the same freshness and quality as we offer in our store.
    • I can’t find what I want online. Is it out of stock?
      We update our website daily with the products that are in stock. If you can’t see what you’d like, give us a call; we can let you know when it’ll be back in.
    • Can I bulk buy?
      Yes. You can order online or please feel free to give us a call on 02 4957 5470 if you’d like to discuss your order.
    • Can I send an order as a Gift?
      Great idea! Yes of course. Just put the recipient’s delivery address in the Notes section on checkout.
    • Do you sell Gift Cards?
      Yes we do! For Father’s Day, Birthday and Christmas gifts, or to say Thank You – what better idea than giving someone their choice of delicious local meat – from premium Tomahawk steak to a luscious lamb roast or everything for a family barbecue. We offer gift vouchers online in values of $50, $100, $150, or Pick your own value (starting at $50). Gift vouchers are delivered by email.

    Orders and Payment

    • Can I order by phone?
      Of course. Just give us a call on 02 4957 5470 and we’ll pack your order for Home Delivery or Click & Collect.
    • Is there a minimum order value for phone or online orders?
      No, The Butchery on Brunker doesn’t specify a minimum order value. No order is too small! But home delivery is free if you spend just $50.
    • Can I change or cancel my order?
      If you have placed an order online or by phone, please give us a call if you want to make changes. We’ll do our best to accommodate your wishes where there is time available.
    • Can I pay with Afterpay?
      Yes, we’re happy to accept Afterpay both in-store and online, as well as Visa, Mastercard; and Google Pay online.
    • Can I get a refund?
      We take great pride in what we serve you, and only the best will do! All our products come with our quality and freshness money back guarantee.
    • Promotions and Discount Codes:
    • Where do I enter my promo code on mobile?
      On the Checkout page (after clicking on the Check Out button in your Cart) the Gift or discount code field is displayed under your order summary. On a mobile you’ll need to click on the drop-down menu Show order summary at the top of the page. Enter your code here then click the green arrow button to apply it.
    • Why isn’t my offer code for a free item working?

      If you have a promotion code for something like “free ham with purchases over $60”, check three things: 1) you have added to Cart $50 or more of products other than the free one; 2) you have also added the free item to your Cart, and 3) on the Checkout page, you have entered the discount code accurately in the Gift card or discount code field and hit the Apply (or arrow) button. The discount will then be applied and your total payment reduced. Click on Continue to Payment to confirm your order. 

      Alternatively it could be that you already have a promotion code in this order – you can only redeem one code per order – or that your discount code has passed its expiry date. Also check that you’ve hit the green ‘Apply’ or Arrow button after entering the code.

    • Why isn’t my discount code for money off working?

      If you have a code for money off your total shop, check two things: 1) you have added to Cart the minimum spend as specified in your offer and 2) at the Checkout page, you have entered the discount code accurately in the Gift card or discount code field and hit the Apply (or arrow) button. The discount will then be applied and your total payment reduced. Click on Continue to Payment to confirm your order. 

      Alternatively it could be that you already have a promotion code in this order – you can only redeem one code per order – or that your discount code has passed its expiry date.  Also some discount codes are for new customers only. Also check that you’ve hit the green ‘Apply’ or Arrow button after entering the code.

    • What’s the nitty gritty small print for promotions and offers?

      Only one offer per order. Discount codes are not valid with any other offer or promotion.

      To use your offer you will need to enter the discount code at the online Checkout. Codes must be redeemed online and not via other means such as email or phone.

      Please check your individual promotion for any conditions such as minimum spend or expiry dates.

      Some offers are valid for New customers only.

      We cannot apply discounts after purchase, so please ensure it is right before placing your online order.

      We reserve the right to withdraw or cancel offers for any reason at any time (excluding pre-paid gift cards).

    Home Delivery and Click & Collect

    • What’s the Click & Collect order deadline?
      We offer same-day pick up for all Click & Collect orders phoned in by 4pm, and picked up by 6pm.
    • Where should I park to pick up my Click & Collect order? 
      It’s easy – just drive to the car park at the rear of our shop, ring the bell and we will bring your order to your car. Our shop address is 262 Brunker Road Adamstown but the car park is accessible from either Glebe Road or Victoria Street.
    • What suburbs do you deliver to? 
      The Butchery on Brunker is proud to deliver delicious, local grass-fed meat right to your door. We offer home deliveries throughout greater Newcastle including Lake Macquarie and out to Maitland. For a full list of suburbs, please click here.
    • How much is Home Delivery? Is it free? 
      Home Delivery is Free for orders of only $50 or more, lower than many other online butchers. For smaller orders, there is a low $7.50 fee for delivery to your door.
    • What’s the order deadline for next day delivery? 
      Please order by midnight for next day delivery. 
    • Can I choose a day and time to have my order delivered?
      We deliver our meats Monday to Friday between 12pm and 6pm.
      Orders are processed for next day delivery unless you specify otherwise at checkout – you can state which weekday you would like delivery to be made in the Delivery Notes section during checkout.
      On the day we’ll email or text you your delivery time with a 30-minute window for your convenience. Due to needing to manage multiple delivery areas daily, we’re unable to offer a choice of times.
      We don’t deliver at weekends or public holidays. 
    • What if I am not home when my order is delivered? 
      We don’t leave our fresh produce out so please ensure that you will be home. We deliver between 12pm and 6pm, and will email you in the morning with a 30-minute window for your delivery time. If you’re not there, we will phone you. After that we would return your order to our store and organise for you to come in to collect it.
    • Do you offer same day delivery?
      We can’t offer same day home delivery but we do offer same day Click & Collect. Click & Collect orders can be ready within 1 to 2 hours. Order online then come in and pick up your order same day.