Packaging and Handling
Billing and Ordering
Q: How do you fulfill orders?
A: We offer free home delivery (to addresses within our immediate delivery area), local pickup, UPS Ground next day (deliveries within IL, IN & WI) & FedEx 2nd day (all other locations besides IL, IN & WI). All packages are delivered to the recipient’s address with no signature required. If order is a gift, please notify the recipient that a perishable shipment will be delivered to them and to place all products in refrigerator or freezer upon delivery.
Q: How do I qualify for free home delivery?
A: To qualify for free home delivery, orders must be placed by midnight on the 1st or 3rd Sunday of the month to delivery addresses within our immediate delivery area. Upon check-out, your delivery address will be verified with available shipping options. Your order will be delivered on the following Friday or Saturday. We will schedule and confirm a two-hour delivery window via e-mail/SMS text by 6 pm CT on Thursday before delivery.
Q: Can you ship to a PO Box?
A: No. We can only ship to a physical address, such as a residence or business.
Q: Do you ship outside the U.S.?
A: No. To guarantee timely delivery and product quality, we only offer shipping within the continental U.S.
Q: On what days will my UPS/FedEx order ship?
A: We ship orders via UPS/FedEx on Mon-Wed. UPS/FedEx orders placed by 12:00 pm CT M-F will be cut, packaged, freshly frozen and shipped per the following schedule: (ORDER/SHIP) Sun/Wed, Mon/Wed, Tue/Mon, Wed/Mon, Thu/Mon, Fri/Tue, Sat/Wed.
Q: Will I receive a UPS/FedEx tracking number?
A: Yes, you will receive a confirmation tracking number via email within 24 hours of the time your order ships. We will ask for your email address during the checkout process so you can track the estimated date and time of your delivery.
Q: How many product boxes can be placed within a single cooler and shipping container for a UPS/FedEx shipment?
A: To ensure the proper ratio of product to gel ice packs, a maximum of (4) product boxes can be placed in a single cooler.
Q: Can I place an order as a gift and have products sent directly to family, friends and clients?
A: Yes, our exceptional, high-quality products make great gifts. To include a personalized note with your purchase, please include your message in the “Order notes” section upon checkout. Please notify the recipient that a perishable shipment will be delivered to them and to place all products in refrigerator or freezer upon delivery.
Q: I would like to organize a community co-op. Can you accommodate this?
A: Yes, we offer a group discount to community co-ops that would like to have orders delivered to the same location. Please email firstname.lastname@example.org for more information.
Packaging and handling
Q: How do you package products?
A: All our products are cut fresh, encased within vacuum-sealed packaging, and frozen to preserve taste, flavor and freshness while ensuring a high-level of quality. For your convenience, each box is labeled with product description, package date and weight.
Q: How are the products prepared for shipping?
A: To ensure excellent condition upon arrival, our products are frozen, boxed and placed within a reusable, insulated cooler with gel ice packs. The cooler is then placed within a durable shipping box and ready for delivery.
Q: Are your products frozen for home delivery?
A: Yes. All our products are freshly cut, vacuum-sealed, frozen and boxed for delivery. For free home delivery, we do not use coolers or gel ice packs.
Q: What weight variance is expected on beef and pork roasts?
A: Our expert butchers strive to cut roasts within a 4 oz weight variance.
Q: What should I do with the products when they arrive?
A: We recommend placing your products in the freezer to preserve freshness and quality. For UPS/FedEx shipments, carefully open the shipping container and then the cooler. Remove the product boxes from the cooler and place in freezer for easy of storage. Do not open the vacuum-sealed packaging until you are ready to prepare the product for cooking. For home delivery, you may keep products in the box, or remove them from the box for freezing.
Q: How should I defrost my frozen products before cooking?
A: Place frozen products — still in the vacuum-sealed packaging — in the refrigerator for 12 to 24 hours until defrosted. Never thaw the product in the microwave, in hot water, or at room temperature as this may degrade the quality and be unsafe.
Q: Why does the packaged product have a brownish/gray color?
A: This coloring is normal due to a lack of exposure to oxygen within the vacuum-sealed packaging. When you open the airtight packaging, pat the product dry with a paper towel and place it on a plate in the refrigerator for 10 to 15 minutes. After the product is exposed to oxygen, it will begin to “bloom” and the rich red color will return.
Q: How long can I keep products in the freezer?
A: If the vacuum-sealed packaging remains intact, we recommend that beef, pork, lamb, veal, bison and poultry should be cooked within six months of delivery for optimum quality and taste. Each box is labeled with a product description and package date for your convenience.
Billing and ordering
Q: What forms of payment do you accept?
A: We accept American Express, Discover, MasterCard, Visa and PayPal.
Q: How do I place an order?
A: Orders can be placed on our website via the secure shopping cart.
Q: What taxes are applied to my order?
A: Since our products ship from within Illinois, orders within the state (according to the bill-to address) are subject to sales tax. Customers outside of Illinois are not charged sales tax.
Q: What is our return policy?
A: Please refer to “Terms and Service” for details.