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Frequently Asked Questions

Problems with orders that you've received

My order is missing items. What should I do? The items I ordered are not what I received. What should I do? The vacuum-sealed packaging on my meat is damaged. What should I do? My package arrived late. Is the meat safe to eat? Why are my selections brown when I open the box? Is this normal? I noticed a peculiar odor when I opened my vacuum-sealed meat. Is this normal, and is it safe to eat?

My order is missing items. What should I do?

Email us and let us know; we will let you know what your options are for resolving the problem. You can also call our customer service center at 1-877-783-4512.

The items I ordered are not what I received. What should I do?

Email us and let us know; we will let you know what your options are for resolving the problem. You can also call our customer service center at 1-877-783-4512.

The vacuum-sealed packaging on my meat is damaged. What should I do?

As long as the meat is still cool to the touch, it is safe to consume, even if the meat's packaging has broken.

However, do not eat the meat under the following circumstances. If any of these occur, discard the meat and email us or call us at 1-877-783-4512

  • The vacuum-sealed packaging is damaged AND a frozen gel pack is broken
  • The vacuum-sealed packaging is damaged AND the entire package has sustained enough damage to expose the meat to the open air
  • The vacuum-sealed packaging is damaged AND and the meat is warm to the touch

My package arrived late. Is the meat safe to eat?

Our products are packed to withstand up to 48 hours of unrefrigerated shipping. Occasionally, a package might be delayed due to weather problems, etc. If your package arrives within 48 hours of shipping the meat should be fine to consume. If it is cool to the touch when it arrives it is safe to eat.

Additionally, during severe weather or extraordinary circumstances, we have special arrangements with FedEx to refrigerate our packages until they can be delivered. Therefore, during such circumstances, if your package is delayed, it is likely that it will still be all right to consume when it arrives. Just check to see if it is cool to the touch. If it is, then it is safe to eat.

If you are uncertain about how long your package has been in transit and whether or not it is safe to consume, call our customer service center toll-free at 1-877-783-4512. A representative will be happy to help you.

Why are my selections brown when I open the box? Is this normal?

Yes, brown coloration is normal on vacuum-sealed meat which it has not been exposed to any oxygen during transit. Within 10 to 15 minutes of opening the vacuum-sealed packaging, the meat will "bloom," turning red as it is exposed to the oxygen in the air.

I noticed a peculiar odor when I opened my vacuum-sealed meat. Is this normal, and is it safe to eat?

Yes, dry-aged meat has a characteristic musky aroma. This is perfectly normal and is, in fact, to be expected from meat that has been dry aged to perfection. As long as your meat is cool to the touch when it arrives, it is safe to eat.

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