FAQS

FAQS

Delivery / Ordering

Where do you deliver to?

We currently deliver to Victoria (metro and regional) only.

If you’re outside these locations but are interested in shopping with 5 Hounds, make sure to keep your eyes peeled. We may be planning to expand soon 👀

Please sign up here to remain in the loop with regular updates as we expand delivery to new areas.

My order was not delivered, will you re-deliver?

We’re sorry to hear there’s been an issue with your delivery. This may have been because we experienced an issue with accessing your delivery address.

If you have specific delivery instructions, please ensure these notes are added to the comments section on checkout.

Alternatively, please contact our customer service team at the following email address for further assistance: info@5hounds.com.au

How frequently do you deliver 5 Hounds meals?

5 Hounds orders are delivered Mon - Fri depending on your location. You will receive updates on your order via email.

Will my 5 Hounds meals be delivered to my address fresh or frozen?

Your delivery will arrive frozen in insulated packaging, and delivered in a refrigerated van.

We do recommend placing your order in the freezer as soon as you can.

How do I calculate how much of a 5 Hounds meal to feed my dog?

To help you calculate exactly how much 5 Hounds to feed your dog, we’ve created this handy feeding calculator.

Try it out here

Do I have to be home to receive a 5 Hounds delivery?

It’s your choice as to whether you want to be home to receive your delivery or not.

But rest assured, you will receive a text message from the courier company when your package is due to be delivered.

Your delivery will arrive frozen in insulated packaging, and delivered in a refrigerated van. We do recommend placing your order in the freezer as soon as you can.

Unfortunately we are unable to provide the option to select your delivery day at this point, but watch this space.

I have multiple dogs - what is the best way to put through an order for each one?

We created our Meal Plan Quiz to be personalised to each individual dog’s needs and health goals.

That’s why, if you have multiple dogs, we ask you to fill out the quiz and order your 5 Hounds Meal Plan for one dog at a time.

Subscription

Is there a minimum subscription time required?

There is no minimum subscription time for 5 Hounds. There’s also no lock in either, with the ability to cancel or pause at any point.

Please note: orders must be cancelled or paused by midnight on the Sunday before the delivery is scheduled.

For example, if your order is scheduled for Thursday 15th, you will need to have cancelled or paused your subscription by Sunday 11th.

What are the benefits of subscribing?

Ultimately, organising regular deliveries of 5 Hounds meals for your dog will be more cost effective for you. Especially if you have a large breed dog who has a bigger appetite!

Also, with larger but less frequent deliveries to your address, this enables us to reduce our carbon footprint with less deliveries per year.

Can I put my subscription on hold?

Absolutely, yes you can pause your subscription. We just ask that you pause your subscription by midnight Sunday for deliveries scheduled for the following week.

You can also change your address through your Subscription portal, if need be.

Can I order 5 Hounds without subscribing?

At the moment, you can only subscribe to receive our meals.

The reason for this is because we have found this to be more cost-effective for pup parents like you, and also helps us to reduce our carbon footprint.

We want to make 5 Hounds as accessible as possible, which is why we offer different meal plans tailored both to your dog’s dietary needs and your schedule.

Once you’ve set up a subscription with 5 Hounds, you can easily amend, pause or cancel through your account.

What is the cut-off time for modifying or cancelling my subscription?

We ask that you make any changes to your dog’s subscription (whether pausing, cancelling or amending) by midnight on the Sunday before your delivery is due.

For example, if your order is scheduled for Thursday 15th, you will need to have cancelled or paused your subscription by Sunday 11th.

About Our Recipes

Are 5 Hounds meals cooked or raw?

5 Hounds meals are prepared sous vide style, where we vacuum-seal our recipes and then lightly cook the meals in a temperature regulated water bath.

The sous vide cooking style enables us to retain all the nutrients of the meat, without sacrificing on quality.

The reason why we choose to lightly cook our meals is that this method ultimately enables us to create a wholefood experience for your dog that supports their longevity and vitality.

Do 5 Hounds recipes meet FEDIAF and AAFCO standards?

All 5 Hounds meals meet FEDIAF and AAFCO Guidelines. All of our recipes are prepared in a human grade facility.

How do I get my dog started on 5 Hounds?

Before switching over to 5 Hounds meals, we would recommend creating your very own tailored meal plan with us here.

This questionnaire only takes a few minutes to complete, and is the best way to receive personalised guidance on how to transition your dog to 5 Hounds, as well as what recipes best suit their dietary needs and also what portioning will align with their health goals.

Do I need to cook 5 Hounds meals?

No. Once defrosted you do not need to cook 5 Hounds meals before serving to your dog.

How should I calculate my dog’s portions?

We’ve created our own feeding calculator here.

This will help to create a personalised meal plan for your pup, formulated by Dr. Will himself.

It will be adjusted for your dog’s age, activity levels, current health status and more, to ensure your portion calculation is best suited for your dog’s unique lifestyle needs.

Where do your source 5 Hounds meal ingredients?

At 5 Hounds, we strive to offer complete transparency about where we source our ingredients.

To learn more, please visit Our Farming Partners page to meet the passionate, inspired individuals that help to make 5 Hounds meals possible.

Where are 5 Hounds meals prepared?

5 Hounds meals are lightly cooked by the sous vide method.

To learn more about what this method entails and all the nutritional benefits, visit this page.

Storage

How do I store 5 Hounds meals?

You will need to prepare freezer space to store your 5 Hounds pouches.

Before serving 5 Hounds to your dog, we recommend removing a pouch the night before and defrosting in your 5 Hounds container in the fridge overnight.

Once defrosted, serve within 4 days. Do not refreeze. Discard any remaining food after 4 days.

Are 5 Hounds meals frozen?

5 Hounds meals are lightly cooked by the sous vide method before being flash frozen to preserve all those tasty nutrients.

You should store your 5 Hounds meals in the freezer until ready to serve.

We would recommend your freezer be kept at -15°C. To serve, defrost to 4°C and keep any unused portions refrigerated. Do not refreeze.

How long do 5 Hounds meals remain fresh?

Once defrosted, serve within 4 days. Do not refreeze.

Keep any leftovers of your dog’s 5 Hounds pouch in an airtight container in the fridge.

How long do 5 Hounds meals last, when kept frozen

Because 5 Hounds meals are flash frozen directly after being lightly cooked, they can remain frozen and suitable for consumption for 6 months.

The batch date will be printed on the label of your pouches.

Additional Info

What if my dog rejects their 5 Hounds meal?

Typically, we find even the fussiest of dogs love 5 Hounds meals. However, if your dog continues to be a bit picky, we’d suggest following these steps:

Switch up the flavour: as we have 4 recipes to choose from, you may want to explore our other flavours
Slightly warm the food: run the 5 Hounds pouch under warm water. DO NOT under any circumstances microwave
Add a tasty topper: if there’s a topper you know that your dog adores, try sprinkling this on top to incentivise your dog

Remember, if you and your dog don’t absolutely adore 5 Hounds meals we do offer a 100% happiness guarantee. So reach out to your team at info@5hounds.com.au and we’ll be happy to help.

Please refer to our Terms of Service for further details on our Money Back Guarantee.

Are 5 Hounds meals suitable for puppies?

5 Hounds meals are formulated to ADULT MAINTENANCE ONLY.

Dr. Will’s biggest frustration within the nutrition space is a food that claims all life stages. Yes it’s true, Dr. Will can formulate a recipe for a dog that hits its nutritional requirements every year, but does that make it the best for your dog? Your dog’s health changes with every life stage, and their diet should, too. So that’s why 5 Hounds meals have been formulated to adult dog’s requirements.

Having said that, our adult-formulated meals are suitable for puppies but should not be their sole diet. We wholeheartedly recommend incorporating 5 Hounds meals for puppies, but it’s important to pair them with a puppy-specific diet. That's why Dr. Will is offering a free consultation to suggest suitable alternatives to accompany 5 Hounds meals until your pup is fully matured and developed.

Are 5 Hounds meals suitable for senior dogs?

Yes, 5 Hounds meals are suitable for senior dogs.

In fact, as we lightly cook our meals using the sous vide cooking method, we’ve found that this is much gentler on senior dogs’ digestion and can be the kinder option in comparison to feeding completely raw.

Are 5 Hounds meals suitable for dogs on medication?

Yes, you can still feed your dog 5 Hounds meals even if they’re currently on medication.

If you’re at all concerned, please reach out to our customer support team at info@5hounds.com.au and they will be able to provide further assistance.

How can I be sure 5 Hounds meals are suitable for my dog’s unique needs?

The 5 Hounds recipes were all created by Dr. Will himself, who has extensive experience both as a qualified veterinarian and farmer.

Every 5 Hounds meal is specifically calculated for adult maintenance. If feeding for a puppy, our adult-formulated meals are suitable for puppies but should not be their sole diet.

We wholeheartedly recommend incorporating 5 Hounds meals for puppies, but it’s important to pair them with a puppy-specific diet. That's why Dr. Will is offering a free consultation to suggest suitable alternatives to accompany 5 Hounds meals until your pup is fully matured and developed.

For dogs over 1 year, create your own meal plan with us here. Best for tailored recommendations on how to portion 5 Hounds meals for your dog, as well as how to tailor their meals depending on the weight goals, approximate metabolism and caloric needs.

Please note, we are the first to recognise that every dog and their healthcare needs are unique. So keep a close eye on how your dog gets on with 5 Hounds, and reach out to our team immediately if you notice any unexpected changes in their weight or health symptoms. Our team would be happy to help and offer their expert support: info@5hounds.com.au

How do I transition my dog to 5 Hounds meals?

Whenever changing your dog’s diet, it’s best to transition in stages rather than all at once.

We recommend gradually introducing your dog to 5 Hounds meals, to avoid digestive upset.

A good rule of thumb is to make this transition over 5-7 days.

Important: immediately pause the transition if you notice signs of upset, including vomiting or diarrhoea. If these symptoms persist or you’re at all concerned, contact a trusted veterinarian.

How much does it cost to feed my dog 5 Hounds?

There is no single amount it costs to feed a dog 5 Hounds, as this can vary depending on: your dog’s breed, age, weight and activity level.

To find out the calculation for your own dog, please follow this link to their personalised meal plan.

Help

How can I get in touch with the 5 Hounds team?

We’re always happy to help. If you have any questions or simply want to get in touch, please fill out our contact form. We aim to respond to all queries within 48 hours.

For anything more urgent, please email our customer service team directly at info@5hounds.com.au

What is your returns and refund policy?

Unfortunately, we don’t accept returns due to 5 Hounds meals being frozen on delivery.

Refund can be discussed with our team by contacting info@5hounds.com.au

If for whatever reason your dog doesn’t absolutely love their 5 Hounds meals, we can suggest alternative options for you to try. Dr. Will can also offer additional tips and tricks to aid the transition or provide general support.

Please refer to our Terms of Service for further details on our Money Back Guarantee.