The First Bowl Promise is our commitment to new customers. If your dog does not eat their first ardam order, we make it right. We refund the food or send a replacement at our discretion, and we take the risk so you do not have to.

To be eligible, you must follow these steps in order:

1. Follow the ardam transition guide before claiming. Most "will not eat" moments resolve within the first week of transition.

2. Email us at team@ardam.com.au within 14 days of your first order being delivered. Include your dog's name, what happened, which transition steps you followed, and a photo of the food and your dog.

3. Book and complete a short call with our team. On the call we work through what has been tried and decide whether a refund or replacement is the right outcome.

4. Once the call is complete and the outcome is agreed, we process the refund within 1 business day. Replacements are sent on the next available delivery run for your area, because our range is made fresh to order.

If any of these steps are skipped, the claim is not eligible.

The First Bowl Promise covers the food value of your first ardam order, up to a $102 maximum refund. The cap applies to the product value only, ex-delivery, and after any discount codes have been applied.

Delivery charges are not refundable because they cover real courier costs. Both our fresh and frozen ranges are covered.

Limited to one claim per household, for first-time ardam customers only. Does not apply to repeat orders or additional accounts under the same household.

The First Bowl Promise does not cover:

Change of mind. The promise exists for dogs that genuinely will not eat the food, not for customers who change their mind after ordering.

Claims made outside the 14 day window. Claims where the customer will not book or complete the required call. Repeat orders (only the first ardam order is covered). Additional accounts under the same household. Delivery charges.

The First Bowl Promise is available on first orders delivered to NSW, ACT, VIC, and QLD, in line with our current delivery zones.

We choose between refund or replacement based on the situation, discussed on the customer call. Both outcomes are capped at the $102 product value.

Most "my dog will not eat it" moments are transition moments, not food moments. Before you claim the First Bowl Promise, please make sure you have worked through our raw feeding transition guide, which is designed to move even the most hesitant eaters onto raw over 7 to 10 days.

Quick summary: Days 1 to 3 = 75% old food, 25% ardam raw. Days 4 to 6 = 50/50. Days 7 to 9 = 25% old food, 75% ardam raw. Day 10+ = 100% ardam raw.

Stubborn eater tips: A dollop of plain natural yoghurt or xylitol-free peanut butter can help. Raw green tripe is our secret weapon, its scent is irresistible and it rarely fails. A healthy dog can safely go 24 to 48 hours without a meal if they are holding out for their old food. Remove the bowl if they walk away, pop it back in the fridge, and offer again at the next mealtime.

Read the full guide: ardam.com.au/pages/transition-guide

If you have worked through the transition guide and your dog still will not eat ardam, that is when the First Bowl Promise applies. On the customer call, we will ask which steps you have already tried so we can help.

We proudly offer delivery across a wide range of locations along the East Coast of Australia.

Simply use the postcode checker above to see if we deliver to your area and to view available delivery days.

Please note that while we strive to cover as many areas as possible, some specific suburbs within listed postcodes may not be serviced due to postcode-wide listings.

Delivery fees vary depending on your location and the size of your order. You can see the exact delivery cost at checkout before completing your purchase.

Delivery days are based on your location, which you can easily check using our postcode checker.

We also offer next-day delivery in all Melbourne, Sydney, and Brisbane metro areas for frozen products. Next-day delivery is available in Canberra metro areas as well, though please note we do not deliver on Thursdays in Canberra.

While specific delivery times cannot be chosen, the facility to choose delivery day and delivery timeslot (i.e. daytime or overnight) is available at checkout.

Yes, fresh and Express frozen products can be ordered together at checkout. Please note that, as these are different delivery processes, separate delivery charges may apply.

To ensure your fresh products are made and delivered on time, orders must be placed by midnight on Sunday.

These products are then freshly prepared and delivered between Friday and Sunday, depending on your location.

Please make sure to order before the cut-off to avoid delays. If the cutoff is missed, the order will go into the following week's production run. Caught short? Our Express Frozen products are available for quicker dispatch. Please check the postcode checker to see available delivery days.

Yes, we offer next-day delivery in select metro areas for frozen products. Availability may vary depending on your location, so be sure to check during checkout to see if your address qualifies for this service.

Orders must be placed before 10am Monday to Friday. Orders placed after 10am will be delivered the following day. Orders placed after 10am on Friday and until 10am on Monday will be delivered on Tuesday (unless another day is chosen).

Keep in mind that fresh products follow a different delivery schedule and are not available for next-day delivery as they are made fresh to order.

Each fresh-to-order delivery is carefully packed in a freezer grade box with ice packs and optional thermal insert and is maintained in refrigerated environments until it reaches your doorstep.

The Express Frozen range is not packaged with this insulation so it is highly recommended you choose a delivery day when you will be home to receive.

If you're not home, our courier will leave your order in a safe, shaded spot.

Each fresh delivery is securely packed in a freezer-grade box with ice packs and thermal insulation and kept in refrigerated conditions until it reaches your doorstep.

So, no need to worry if you're not there when it arrives. Just refrigerate it as soon as you're able. For Frozen orders, it is recommended to bring into your freezer asap.

Once delivered, all frozen products should be stored in your freezer right away to ensure optimal freshness.

For fresh products, we recommend refrigerating only what you'll use within the next three days and freezing the rest to maintain quality.

Once your order is dispatched, you'll receive an email or SMS with tracking details, and confirmation of your delivery window. When your delivery is approximately 4 stops away you will receive live tracking updates so you can follow your delivery in real-time.

If you need to change your delivery address, please contact us as soon as possible. Address changes cannot be made after the order has been dispatched.

If your products arrive in poor condition, please reach out to us with photos and details at team@ardam.com.au as soon as possible. For further details, please refer to our refunds and cancellation policy.

Every order you place earns points on your ardam account. Those points add up over time and can be redeemed for money off future orders. 100 points equals $1 off, so the more you save the bigger the reward.

You can see your live balance and everything you can redeem on the rewards page.

Log in to your ardam account with the same email address you order with, then head to the rewards page. Your current balance shows at the top.

If your balance does not look right, first make sure you are logged in with the same email you order with. If it still looks off, email us at team@ardam.com.au and we will sort it out.

Yes. Your balance carried straight across to the new ardam rewards. Nothing was lost in the move.

On the rewards page, choose a reward you can afford from the redeem ladder, confirm it, and copy the discount code we generate for you. Apply that code at checkout.

Yes. The moment you unlock a reward, we also email the discount code straight to you, so it is always sitting in your inbox as a backup if you misplace it.

The code is also shown on your rewards page the moment it is generated.

Yes. Your reward discount codes work on both one off orders and your subscription orders.

Adding a code to a subscription works a little differently to a one off order. Sign in at ardam.com.au with your ordering email and click the account icon at the top. Open subscriptions, find the one you want the code on, and click manage. Look on the right hand side and scroll down a little to find the discount code field, then paste your code and confirm it.

One thing to know, changes to your subscription, including a code, apply to your next order and onwards, not an order that is already locked in. So add it ahead of the order you want it on.

On your rewards page you will also find gifted, where a surprise from our pack lands in your box on certain orders. No points, no codes, no catch. You can also add your dogs and cats so we can tailor your bowls and birthday bonuses.

Every month, one member of the ardam community will win two completely bespoke portraits of their dog or cat, created by Frantz: an original signed hand drawn pencil portrait and a bespoke digital colour portrait.

The prize is valued at $750+.

Nothing extra.

Every eligible ardam order placed during that month's competition period automatically gives you one entry.

Order ardam and you're in.

Absolutely.

Every eligible order is another entry.

Place two orders during the month and you receive two entries. Place three orders and you receive three entries.

There is no limit on the number of eligible entries.

Yes.

Every successfully processed eligible subscription order during the competition period counts as another entry.

No.

The ardam Portrait is for the whole ardam community.

New customers, existing customers and subscribers are all eligible to enter.

This is where your imagination comes in.

It could be a moment you never captured, two pets who never got to meet, your pet's personality brought to life, or something that's only ever existed in your imagination.

If you win, we'll work with you to create something that's completely yours.

One winner will be randomly drawn from all eligible entries received during that month's competition period and contacted by ardam.

Cancelled, fully refunded, test, complimentary and $0 orders do not count as eligible entries.

We custom built our subscription tools for our customers, so everything is in one place and easy to reach. Sign in at ardam.com.au with your ordering email, click the account icon at the top of the page, then open subscriptions and click manage on the one you want to change.

From there you can change what is in your order, change your delivery day, change how often it arrives, skip an order, and pause or cancel. Most changes apply to your next order and onwards, not an order that is already locked in, so make your change ahead of the order you want it on.

Open your subscription from the account icon, then subscriptions, then manage. You will see the products in your order with the option to change size, add more products using the search bar, and remove products.

One important thing to know. Your subscription needs at least one product on it at all times, so it can never be empty. If you want to swap one product for another, add the new product first, then remove the old one. Please do not try to delete everything first, as an empty subscription is not allowed and the change will not save.

To swap, step by step: 1. add the new product using the search bar. 2. once it shows in your order, remove the product you no longer want. 3. confirm your changes. they will apply to your next order and onwards.

Inside your subscription you can change your delivery day whenever you like, and you can change how often your order arrives using the frequency option.

Your payment date is now automatic, so you do not set it yourself. It simply moves to match your delivery and updates on its own the moment you change your delivery day. Fresh orders are charged on the Friday before your delivery weekend. Frozen orders are charged 2 days before delivery for metro areas, and automatically for regional deliveries. Change the delivery, and the payment follows.

Yes. Open your subscription from the account icon, then subscriptions, then manage. You can skip an upcoming order if you are away or stocked up, and you can pause or cancel at any time.

Skipping moves you to the following order rather than charging the one you skip. If you ever need a hand, just email us at team@ardam.com.au.