Shipping

When we pack

We pack Monday to Friday. The daily cutoff for same-day packing will be confirmed before the store opens.

If something in your order is out of stock we email you before anything ships. We do not split an order into two parcels without asking you first.

Carriers and speeds

You choose a shipping speed at checkout. Speeds, prices, carriers and where orders ship from will be confirmed before the store opens.

The speed you pick is the carrier's transit time after they collect the parcel. It does not include the day we pack.

Nothing here ships cold

Everything on this site travels at room temperature, and nothing on this site needs to travel any other way.

Powered coolers ship switched off. Any carrier limits that apply to the Silo will be confirmed before the store opens.

Tracking

You get two emails. One confirms the order. One tells you it has shipped and carries the tracking number.

Tracking often shows nothing for a few hours after we hand the parcel over, because the carrier has not scanned it yet. If tracking stops moving, email our support address (published before the store opens) with your order number and we will chase the carrier.

International shipping

The countries we ship to will be confirmed before the store opens.

Import duty, tax and customs handling fees are not included in what you pay us. Your customs authority or the carrier bills you directly, usually before delivery. We cannot quote those charges in advance.

Some countries restrict what can be imported. Check your own rules before you order. If customs holds a parcel, they contact you, not us.

If it arrives damaged

Photograph the parcel before you unpack it further, including the outer carton and the label. Then photograph the damaged item.

Email our support address (published before the store opens) with your order number and those photos. The time limit for reporting damage will be confirmed before the store opens. We will replace the item or refund it, on the terms on the returns page. You do not need to send a crushed carton back to us unless we ask.