Shipping policy

 

THE SUMMARY: All non-frozen orders are shipped within 1 business day of being placed and frozen orders are shipped ONLY on Mondays (and sometimes Tuesdays) to ensure they arrive at your doorstep in advance of the coming weekend.  The order cutoff for each week's perishable deliveries is typically 8pm Mountain Time Sunday evenings.  When Monday is a federal holiday, the cutoff shifts to Monday evening, and shipments go out on Tuesday.  All shipments include tracking numbers, we'll let you know when your package is expected to arrive, and we'll also ping you upon delivery to make sure you receive it.

THE DETAILS: As we endeavor to be as transparent as possible in everything that we do (consumers need to know where their food comes from!) and to prepare our customers to receive perishable shipments in a timely manner, our customers will receive at least four (4) post-order emails from us. 

The first email, an “order confirmation”, will be sent immediately when you place your order.  All non-perishable orders are shipped within 1 business day and frozen (meat) orders are shipped on Mondays and Tuesdays to ensure they arrive at your doorstep well in advance of the weekend.  The order cutoff for each week's perishable deliveries is 9pm Mountain Time Sunday evening, so if you order after this time it will likely ship the following Monday (7 days later).  We are a small, family-run operation and do not yet have the resources to ship perishable orders more than 1-2 days per week and appreciate your understanding.

The second email, “Your Order Is On It’s Way”, will be sent the morning that our in-house team fulfills your order and the indicated shipping carrier is in route to pick up your order from our farm.  This email will contain a tracking number so you can follow the progress of your shipment. 

A third email, “Out For Delivery”, is sent the morning that your package is out for delivery.  We remind you of your tracking number again so you can receive custom notifications about its delivery status and a reminder that if the order is perishable to please do your best to collect it as soon as possible upon receipt of the final email.

A fourth and final email, “Shipment Delivered”, will be sent within minutes of your order's successful delivery.  When you get this final email but your order has NOT been delivered, please contact us as soon as possible and we will get to work to figure out what happened and make it right.  If we are not notified about shipment delivery failures on the same day it occurs, our options for resolving the issue with UPS, FedEx, or USPS decrease quickly.

The meats that arrive on your doorstep were flash-frozen immediately after harvest and remained 100% airtight and in a state of deep freeze until shipment, at which time they are carefully packaged with sufficient dry ice and renewable insulation to maintain our very high standards of food safety during shipment. 

We calculate the amount of dry ice and insulation to use in every package based on the shipping address, shipping service, and the weather likely to be experienced in route while your package is inside a truck or airplane.  While we strive to ensure every order arrives fully frozen, carrier delays do happen.  The important thing to remember is that upon arrival, as long as the meat is still cold to the touch, it is perfectly safe and appropriate to put right into your freezer to thaw and cook on a future date.

We are constantly working to improve our shipping protocols and while we are confident that our methods, while certainly not perfect, represent an extremely safe and responsible way to get protein to your family.  That said, mistakes do happen.  If you are unsatisfied with the condition of your ostrich meat upon arrival, please contact us immediately and we will remedy the situation to your satisfaction.