OVERVIEW
We’re never going to make you eat spoiled beef.
We sell a perishable raw food product. Our only responsibility is to ensure the safety of your product upon arrival, and to ensure the accuracy of the fulfillment of your order.
It is not in anyone’s best interest to return beef, so we do not accept returns in any form. If your product has spoiled in transit, please dispose of it immediately. If your product is still usable, we recommend you donate to your local food bank.
If our products arrived damaged, rotten or contaminated in any way, please contact us right away and we will be happy to send a free replacement. We guarantee that every order should arrive at refrigerated coldness of 36 degrees or lower. If there is any issue or concern, please contact us and we will work with you to either refund or replace any damaged product.
If there are any errors in your order, feel free to reach out to us and we will be happy to work together to find the best resolution through either refund or replacement.
If your product is taking longer than expected, or you no longer wish to receive your order, please contact us and we will happily refund your entire order.
Please note that our grass-fed/grass-finished beef is unique from other types of beef (even others than claim to be raised in exactly the same manner!) It cooks faster and requires some adjustments to your approach. We encourage first-time customers to try out a combination box before committing to a half or whole cow to ensure that it works for their cooking style. We have been raising the same exact beef for the last 16 years, so be advised that personal preference is not grounds for any resolution on our part.
RETURN POLICY
We do not accept returns under any circumstance.
If products arrive compromised, the receiver must immediately dispose of it.
REFUND/REPLACEMENT GENERAL POLICY
We reserve the right to accept or refuse any refund request at our sole discretion. We reserve the right to offer or deny requests for replacement items at our sole discretion.
Processed refunds will be credited back to the original payment method through Squarespace’s system. Funds will be deposited in accordance with the policies of Squarespace, as well as the payment processor Stripe or Paypal.
TIMELINE
After you have received your order, you have 72 hours to notify us of any issues with delivery or product quality, after which we reserve the right to approve or deny any refund request. We may offer a full replacement, partial replacement, full refund or partial refund. In certain situations a customer would have to pay the shipping cost for replacement items.
15 days after the delivery date, the order is non-refundable or replaceable in any circumstance.
Replacement items do not have a set timeline for delivery.
i. Refunds/Replacements for Combination Box Orders
ORDER COMPROMISED IN TRANSIT
Any combination order compromised in transit is going to be eligible for a full replacement or full refund. In the event of “mostly acceptable” product arriving, partial replacement of certain items can be requested by customer, but is not recommended.
“Compromised” in this context generally refers to the following criteria:
- Product temperature upon arrival at location was above 36 degrees.
- Order was in transit for longer than 2 days.
- Container was damaged in transit.
- Any delay/exception by the shipping service that disrupts normal operation.
Any and all concerns by customer regarding product condition upon arrival will be considered when determining eligibility.
Please not “compromised” does not refer to normal product conditions including (but not limited to): defrosting of product that is not above 36 degrees, loose seals on vacuum packaging, butchering details, etc.UNFULFILLED ORDER CANCELLATION
Any combination box order that has not shipped is eligible for a full refund.
A customer can cancel their order for a full refund before it is fulfilled for any reason. Requests are preferred to be in either email/text, but can be done via phone call.
**NOTE** Please contact us in text or email before contacting any payment processor. We will never deny a full refund for an unfulfilled order.**FULFILLMENT ERRORS / INCORRECT ITEMS
Combination boxes that have incorrect items are not generally eligible for refunds, but may be eligible for partial or full replacements of items.
Any order that does not include the correct quantity of cut categories as listed in the product description (i.e. Ground, Steaks, Roasts, Mixed Cuts) will be replaced and sent to customer.
We always do our best to incorporate customer requests for specific cuts or swapping of categories for an equivalent value of another. Based on inventory availability we cannot always guarantee that these requests are fulfilled exactly. In the event that these requests are not fully met, we will evaluate on a case-by-case basis and determine if replacement items are granted.DISSATISFACTION WITH PRODUCT
Combination boxes that customers are not satisfied with the product are not generally eligible for refunds but may be eligible for partial replacement.
We sell a raw refrigerated product and are not responsible for outcomes made in the customer’s preparation of the product. As a courtesy, we include flyers and information on how our product is different, and can require adjustments to prepare correctly.
Any request for resolution should be made within 72 hours of delivery in either text or email. After 15 days, no refunds or replacements will be considered in any capacity. Resolution in these cases are at our sole discretion and we do not make any guarantee for replacements.
ii. Refunds/Replacements for Half & Whole Cow orders
REFUNDING DEPOSIT BEFORE FULFILLMENT
Any Half/Whole deposit is able to be fully refunded before product is received.
A customer can cancel their order for a full refund before it is fulfilled for any reason. Requests are preferred to be in either email/text, but can be done via phone call.MISSING/INCORRECTLY CUT ITEMS
Items that are listed on either the cut page or inventory sheet but not received are eligible to be sent to the customer at no additional charge.
Any items that are missing upon delivery will be located or re-cut and sent to the customer at no additional charge
Items that are incorrectly cut will be reviewed on a case-by-case basis, but are generally eligible for replacement
The one exception to this is organs (i.e. tongue, cheek, liver, heart, kidney, oxtail, sweetbreads) as they are not always available, and not part of the customer’s hanging weight.RETURNS ON HALF/WHOLE COWS
Returns are not allowed in any circumstance, at any point, for half or whole cow orders.
REFUNDS ON HALF/WHOLE COWS
After the product is received by the customer, there are no full or partial refunds for half and whole cow orders in any capacity.CUSTOMER DISSATISFACTION WITH PRODUCT
We sell a raw refrigerated product and are not responsible for outcomes made in the customer’s preparation of the product. As a courtesy, we include flyers and information on how our product is different, and can require adjustments to prepare correctly.
Any request for resolution should be made within 72 hours of delivery in either text or email. After 15 days, no replacements will generally be considered in any capacity. Resolution in these cases are at our sole discretion and we do not make any guarantee for replacements.HALF/WHOLE COW SHIPPING ORDER COMPROMISED IN TRANSIT
For half/whole cow orders that are shipped, any packages compromised in transit are eligible to be replaced.
“Compromised” in this context generally refers to the following criteria:
- Product temperature upon arrival at location was above 36 degrees.
- Order was in transit for longer than 2 days.
- Container was damaged in transit.
- Any delay/exception by the shipping service that disrupts normal operation.
Any and all concerns by customer regarding product condition upon arrival will be considered when determining eligibility.
Please not “compromised” does not refer to normal product conditions including (but not limited to): defrosting of product that is not above 36 degrees, loose seals on vacuum packaging, butchering details, etc.
**These policies are agreed to by the customer through our Terms of Service