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Frequently Asked Questions

My steaks are a little thinner or thicker than specified. Why?
Steaks are priced and sold by weight. If the eye of the primal (large piece of meat steaks are cut from) is wider than average, then the steaks will have to be cut a little thinner to get the weight correct. If the primal is more narrow than average, then the steaks will slightly thicker to compensate.

Can I buy meat direct at your facility?
Unfortunately, no. Being federally inspected makes it difficult to have visitors here. Most areas require proper attire such as butcher coats and hair nets. In addition, there is a lot of heavy machinery (fork lifts, etc.) in use in and around the plant. This can cause an unsafe environment for a casual visitor.

Do you ship meat internationally?
Unfortunately we do not. International packages have to go through customs and they can spend an unpredictable amount of time doing so. This makes it impossible for us to ship a fresh product internationally.

My order is a day late. Will the meat still be good?
Yes. We package everything for at least 48 hours of shipping, and it can go even longer in the colder months. Overall, only about 2-3% packages arrive late, but be aware that it can happen. In general, we do not offer refunds on meat that arrive one day late, but in good condition.

How can I tell if my meat arrived in good condition?
The meat should be cool to the touch when it arrives. It was never frozen, so therefore it could not have defrosted. It is okay if the gel packs are not frozen, as long as they are still cold.

I want to order for a special dinner/event. When should I order?
Always order to receive meat at least a full 24 hours in advance. Transit delays and mistakes on our end are very rare, but they do happen. If you choose an early delivery date, then it gives us a chance to recover.

What does "Prime" actually mean?
Beef is graded based solely on fat content. Prime beef contains the most intermuscular fat, in addition to fat surrounding muscle groups. Prime beef represents less than 3% of all beef produced. This is the most highly sought after grade of beef because fat is flavor.

I prefer lean beef or beef that is not very fatty.
Leaner beef is going to be lower graded beef. We sell only prime (see above) and some high choice in our online store.

When do you process online orders?
All of our cutting starts in the evening and ends in the morning hours. The online orders are processed towards the end of the shift, from 4am to 8am. The rest of the day is spent cleaning and sanitizing all of our equipment and rooms. The USDA inspects all of our equipment every evening before we can begin processing.

How fresh is the meat I receive?
Your order is processed in the morning of the day it ships. All of the steaks, roasts, etc. are cut that morning and all of the burgers are made fresh that morning. This is why we are able to have a 12am EST cutoff time for online orders.

Why can't I get meat for delivery tomorrow?
There is very little time between when we can start cutting at night and when FedEx arrives to pick up the orders. If you have a real meat emergency, then call us or send an email and we will try our best to squeeze you in.

How do you ship meat? What is UPS Proactive Response Secure?
We ship with Next Day Air (this is in addition to the processing time) and package for 48 hours of transit time in case of a transit delay. All of our meat ships with UPS Proactive Response Secure. This is the highest level of service offered by any shipper. All of our packages are tracked and monitored by a special team at UPS. If one of our packages encounters a possible delay, then UPS will do everything possible to ensure on-time delivery. This includes rerouting packages, moving packages to the next commercial flight out, hiring private couriers to hand deliver packages, and making multiple delivery attempts. To add to peace of mind, all packages are insured against all possible transit delays.

My order arrived late. Can't you just put a claim in with FedEx/UPS and give it to me for free?
FedEx/UPS does not honor claims when delays are due to weather. They don't even honors claims if previous weather creates a backlog in the system that causes the delay. Basically, it's extremely rare that we can put a claim in on a package. However, if meat arrives in poor condition we will absolutely replace it.

My package is stuck at my local FedEx station and won't go out today. What should I do?
It's an inconvenience and we completely understand that. If you have to go to the station to pick up your package we will refund you 20% of your order. Of course, only do so if weather conditions allow.

What is the best day to receive delivery?
Typically, any of our delivery days, Tues-Fri, are fine because they allow for a recovery day if there is a transit delay. The one exception is when you do not have Saturday deliveries in your area. In that case, we recommend not receiving deliveries on Fridays.

I am not happy with all or part of my order. What should I do?
Please contact us by email or phone as soon as possible. We always do right by our customers.