T&Cs: Orders, Shipping, Refunds
T&Cs: Orders, Shipping, Refunds
Before you place an order, please read our full store policy on ordering, shipping, refunds, and other important items, then click the checkbox (check the box) in your cart as a confirmation that you have read and understand all points before proceeding to the payment page.
This page policy takes approximately 3 minutes to read.
Feel free to email us at hello@truorganicbeef.com or call us at (619) 333-8942 for any questions.
This page contains the following important topics:
∎ SHIPPING SCHEDULE
∎ SHIPPING RATES
∎ MINIMUM ORDER
∎ CORRECT & COMPLETE SHIPPING ADDRESS
∎ UNABLE TO SHIP TO PO BOXES
∎ SHIPPING TO RV PARKS
∎ REVIEWING ORDER DETAILS
∎ CHANGE OF ADDRESS PRIOR TO SHIPPING / HOLDING PACKAGES PRIOR TO SHIPPING BY USING APPS OR BY CONTACTING UPS / FEDEX DIRECTLY
∎ UPDATING A SHIPPING ADDRESS AFTER ORDERING
∎ CANCELLING AN ORDER
∎ ORDER TRACKING & SAVING OUR EMAIL ADDRESS
∎ RESPONSIBILITY FOR DELIVERY
∎ ALASKA & HAWAII
∎ WHAT IS THE TRUBEEF ORGANIC SATISFACTION GUARANTEE
∎ CUSTOMER OBLIGATIONS AND RISKS WITH RESPECT TO PRODUCTS
∎ WHAT IF THERE IS AN ISSUE WITH MY ORDER?
∎ REPORTING AN ISSUE
∎ IF ENTITLED TO ANY REFUNDS
∎ DRY ICE
∎ COOKING ORGANIC GRASS-FED MEATS & COLOR WHEN RAW
∎ PRICING
∎ GIFT CARDS
∎ SPECIAL OFFER / SALE / COMBO DISCOUNTS / DISCOUNT CODES
∎ ORDER LIMITATIONS
∎ ZERO TOLERANCE POLICY
∎ FAQs
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∎ SHIPPING SCHEDULE
• We ship Mondays and Tuesdays, excluding federal holidays and some major holiday weeks.
• Order cut-off is Sundays at 11.59 pm PT to ship on Monday or Tuesday.
• Orders placed on Mondays — we will endeavor to ship your order the next day, Tuesday, however this is not guaranteed.
• Place your order by Sunday (before midnight PT) to get it sent out the next day, Monday or Tuesday at the latest.
CHRISTMAS & NEW YEAR SHIPPING SCHEDULE
• 2024: 12/9 and 12/10 (order by 12/8, Sunday)
• 2024: 12/16 and 12/17 (order by 12/15, Sunday)
• 2025: 01/06 and 01/07 (order by 01/05, Sunday)
Products ship frozen in an insulated box with plenty of dry ice. Shipping transit time is usually 1 to 3 business days.
As we ship highly perishable items, we only ship every Monday and Tuesday to avoid the potential of your delivery getting delayed or stuck at a FedEx / UPS facility over a weekend.
To get your orders delivered in time, you can also choose a shipping day of your choice up to ten (10) working days in advance. Note this in the "Special Instructions” section just before check-out.
We kindly ask our customers to please plan accordingly, especially during the peak season or holiday season.
While we endeavor to get your order to you in the indicated time frame, TruBeef Organic cannot be held responsible for UPS / FedEx's failure to deliver to the specified time due to causes beyond UPS / FedEx's control including, but not limited to, the following: acts of God, public authorities acting with actual or apparent authority on the premises, riots, strikes or other labor disputes, civil commotions, disruptions in air or ground transportation networks, such as weather phenomena, and natural disasters. In these situations, we will however always make our best efforts to correct the problem. To discuss your concerns, please email us at hello@truorganicbeef.com or call us at (619) 333-8942.
From our farms to your door, we're a proud Certified Carbon-Neutral business and we’re the First Carbon-Neutral meat company in North America! Being 100% Carbon-Neutral means there is full compensation for the carbon footprint of everything we do in our business including shipping and dry ice (Co2).
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∎ SHIPPING RATES
• WE SHIP EVERYWHERE IN THE CONTIGUOUS 48 STATES*
• Orders $239+ = Free Shipping & Handling
• Orders under $239 = $49.99 Flat Fee Shipping & Handling
• Ground Shipping is calculated and applied on checkout (pre-tax and after any discounts have been applied).
• Minimum order $109.
• There is no shipping option for orders under $109.
• Unfortunately, we’re unable to deliver any orders to PO Boxes.
• All TruBeef Organic products will last in your freezer for 12 months!
TruBeef Organic is committed to Ethical, Sustainable, and Regenerative Livestock Farming. As a Certified Carbon Neutral Business, we compensate for the carbon footprint of everything we do in our business including shipping and dry ice (Co2).
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∎ MINIMUM ORDER
We took the painful decision to have a minimum order of $109 due to the extremely high cost of shipping perishables, the cost of insulated coolers, dry ice, and corrugated boxes. The prices of these have dramatically soared over the last 24 months and keep continuing to soar once again. It brings us great sadness to charge a minimum order of $109.
We are also fully committed to reducing our carbon emissions year on year. Large box orders and very small orders have almost identical carbon emissions, so we felt a $109 minimum order is a fair balance. We hope you as our customer understand.
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∎ CORRECT & COMPLETE SHIPPING ADDRESS
When placing an order, please ensure that you provide the recipient's full name, and the correct and complete shipping address to guarantee the delivery to this address.
An apartment number or suite number must be provided when applicable, this will allow UPS / FedEx to identify your precise delivery address.
It is the customer's responsibility to provide a complete and correct shipping address at the time of order along with any keypad access / call box codes / gate codes / door codes / door fobs for UPS / FedEx to gain access and make a successful and timely delivery. A shipping address without a required gate codes / door codes is deemed an incomplete shipping address for the purposes of gaining access by UPS and FedEx.
Incorrect / incomplete shipping address with discrepancies or inaccuracies, missing gate codes / door codes will cause guaranteed transit delays, will prevent successful and timely delivery of your order and/or may result in your order being undeliverable ~ any refunds and/or replacements are not applicable ~ no exceptions.
Shipping Address is a Commercial / Business / Office address: Please note that UPS / FedEx will not be able to leave a package after office hours, if the place is closed, or on weekends / holidays. TruBeef Organic cannot take responsibility for packages that are delayed or undeliverable for these reasons.
Shop Pay and Other Payment Platforms / Apps: It is the customer’s sole responsibility to ensure the correct, complete, and up-to-date shipping address is saved on these payment platforms / apps. TruBeef Organic is not responsible for any shipping address discrepancies or inaccuracies on these payment platforms / apps.
An old shipping address / previous address / out-of-date address saved on Shop Pay or any other payment platforms / apps will cause guaranteed transit delays, will prevent successful and timely delivery and/or may result in an order being undeliverable or result in delivery to a previous address. TruBeef Organic is not responsible for these delays ~ any refunds and/or replacements are not applicable ~ no exceptions.
Granny Flats / ADUs / Pool House / Converted Garage / Or Any Units behind a residential home: UPS / FedEx can only make a successful delivery to these if the unit in question has its own individual address, its own individual unit number permanently displayed from the street. This address must be registered with the US Postal Service (so it can be found on UPS / FedEx database) and has clear access with clear signage viewable from the street.
It is the customers responsibility to provide the correct and full individual address of the Granny Flats / ADUs / Pool House / Converted Garage / Or Any Units behind a residential home so it can be matched on the USPS / UPS / FedEx database, otherwise a disparity will occur, and delays will be incurred as delivery cannot be made successfully.
In the event of an incorrect / incomplete shipping address being provided to TruBeef Organic, it is the customer’s sole responsibility to contact UPS / FedEx immediately without delay to rectify and provide their correct and complete shipping address. Delays will be incurred by such changes which we (TruBeef Organic) are not responsible for or for any resulting thawing in delivery. Any refunds and/or replacements are not applicable ~ no exceptions.
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∎ UNABLE TO SHIP TO PO BOXES
Unfortunately, UPS / FedEx are unable to ship to PO Boxes. It is the customer’s responsibility to provide a physical address that is not a PO Box. TruBeef Organic is not responsible for checking or validating shipping addresses. We strongly urge all customers to double-check and verify all addresses and zip codes when placing an order. In the event your order is returned to us, is delayed, lost/no-scan, undeliverable, or delivered incorrectly due to an incorrect and/or incomplete address (which you have provided when the order was placed), any refunds and/or replacements are not applicable ~ no exceptions.
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∎ SHIPPING TO RV PARKS
When placing an order for delivery to an RV Park, please be aware of the following:
1.) Delivery Hours: UPS and FedEx operate from 9:00 AM to 7:00 PM, with extended hours during busy periods and holidays. These delivery times may fall outside your RV Park’s operating hours, potentially causing delays or complications.
2.) RV Park Policies: Many RV Parks impose specific delivery rules, such as restricted delivery times, business hour limitations, or requiring packages to be left at a main office instead of delivered directly to your unit.
3.) Customer Responsibility: Before confirming your order, you must verify your RV Park’s delivery policies to ensure UPS and FedEx can deliver this perishable order during or outside their business hours without access restrictions.
4.) Access Requirements: UPS and FedEx must comply with RV Park policies regarding delivery locations and access. This includes providing gate codes or call box instructions if required.
5.) RV Park Shipping Address. If your park requires all packages be delivered to a main office, you must provide this main office as the final shipping address.
6.) Delivery Attempts: If the RV Park is closed or inaccessible, UPS / FedEx will attempt delivery on subsequent days. We, TruBeef Organic, UPS and/or FedEx cannot guarantee a successful delivery due to RV Park policies or restrictions on delivery.
7.) Liability: By placing an order, you accept all risks associated with RV Park deliveries. We are not responsible for delays, thawing, or spoilage caused by failed delivery attempts due to RV Park access restrictions, operating hours or policies preventing delivery.
We strongly recommend confirming that your RV Park can accommodate deliveries during and after their business hours and providing clear instructions for UPS / FedEx to avoid access and delivery complications.
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∎ REVIEWING ORDER DETAILS
Upon order completion, a confirmation email with details of your purchase will be sent when your order is placed successfully. Please ensure the email address is correct and valid as the confirmation email will be sent to the email address provided when the order was made.
Note: We do not validate and/or verify email addresses. It is the customer's responsibility to provide the correct and valid email address.
We encourage all our customers to always review their orders and to double-check their correct and complete shipping address, prices, weekly shipping schedule, and all other relevant information pertaining to the order.
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∎ CHANGE OF ADDRESS PRIOR TO SHIPPING / HOLDING PACKAGES PRIOR TO SHIPPING BY USING APPS OR BY CONTACTING UPS / FEDEX DIRECTLY
TruBeef Organic will ship to the address provided at the time of order i.e. the original shipping address. This is the address we will put on the label of the package / shipping box.
Prior to TruBeef Organic shipping a package and/or prior to a package being picked up by UPS / FedEx, if/when the customer changes the original shipping address and/or requests the package to be held at a locker or a UPS / FedEx Access Point using their UPS My Choice app / FedEx Delivery Manager app or by contacting UPS / FedEx directly — this change will result in an automatic transit delay and/or a no-scan, resulting in the package becoming untraceable and/or lost.
The transit delay and/or package becoming untraceable and/or lost is a result of this address change made prior to TruBeef Organic shipping out the package — this creates two conflicting addresses with the UPS / FedEx systems when the package receives its first scan.
TruBeef Organic is not responsible for any transit delays, a no-scan / untraceable / lost package, and/or thawing as a result of an address change or a request to hold a package at an alternative address, a locker, an access point. Any refunds and/or replacements are not applicable ~ no exceptions.
If the customer must change the address with UPS / FedEx using their apps or by contacting UPS / FedEx directly by phone or chat, please do so after TruBeef Organic have shipped out the package and the package has received its first scan by UPS / FedEx (first scan using the original shipping address) so it can be traced. If the customer makes any address change, they do so at their own risk. Note that any change of address from the original shipping address provided at the time of order will cause guaranteed transit delays. Any refunds and/or replacements are not applicable ~ no exceptions.
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∎ UPDATING A SHIPPING ADDRESS AFTER ORDERING
Once an order has been processed, packaged for shipping, a shipping label printed with the original shipping address provided at the time of order, collected by UPS / FedEx, or is already in transit, we cannot modify, re-route / redirect (change the delivery address) the order with UPS / FedEx on your behalf.
Kindly note, when a package is already labelled with the original shipping address and then subsequently re-routed by the customer, this results in at least a 1 (one) day delay in transit time, and the updated / re-routed destination takes 1 (one) day to show on the updated tracking. As per UPS / FedEx's policy, such address changes will incur shipping delays.
If the original shipping address is amended in any way by the customer using courier apps, chat services, or by calling UPS / FedEx directly to make a change on the original shipping address provided or when a customer has a UPS / FedEx app that is pre-set to redirect packages to an address that is different from the original shipping address — this change will result in an automatic transit delay and/or a no-scan, resulting in the package becoming untraceable and/or lost. Any refunds and/or replacements are not applicable ~ no exceptions.
If the customer makes any address change, they do so at their own risk. TruBeef Organic is not responsible for any delays incurred and the resulting temperature of the meat packages when finally delivered. Due to a change of shipping address and the subsequent delay, we (TruBeef Organic) are therefore unable to guarantee that the order will arrive frozen, partially frozen, or cold to the touch / refrigerator cold (below 40 °F as measured with a food thermometer). Any refunds and/or replacements are not applicable ~ no exceptions.
Unfortunately, we have no control over this aspect of UPS / FedEx's policy, hence our order confirmation email always contains a polite reminder to double-check that the shipping address is correct, and that the customer can receive the order at this shipping address.
Due to our products’ highly perishable and time-sensitive nature (Organic Grass-Fed Beef and Lamb), the customer must give us the correct and complete shipping address at the point of order to ensure timely and direct delivery.
When an order is already showing as "Out for Delivery" by UPS / FedEx, we or UPS / FedEx are unable to modify, re-route / redirect (change the delivery address) on your behalf as it is deemed too late by the carriers.
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∎ CANCELLING AN ORDER
Due to our products’ highly perishable and time-sensitive nature, we require the following minimum notice:
• Orders received from Wednesday to Friday must be cancelled by Friday of the same week at 11.59 pm PT.
• Orders received from Saturday to Tuesday have a strict no cancellation and/or refunds ~ no exceptions.
Per our shipping policy, website product pages (shipping tab), and order confirmation email, our shipping days are: Monday and Tuesday (excluding federal holidays and some major holiday weeks) — after an order is received before the weekly cut-off time of Sunday 11.59 pm PT.
Once an order has been billed, processed, labelled, packaged for shipping, and collected by UPS / FedEx truck, we can no longer make any changes and/or cancel for any reason. Any refunds and/or replacements are not applicable ~ no exceptions.
Due to our products’ highly perishable and time-sensitive nature, once an order has already been shipped, it cannot be cancelled.
If a customer contacts UPS / FedEx and requests the package to be sent back to us, this is deemed as an attempt to cancel. Any refunds and/or replacements are not applicable ~ no exceptions.
Subsequent claims for non-delivery for packages redirected by the customer to return back to sender or redirect to another address will not be entertained. Any refunds and/or replacements are not applicable ~ no exceptions.
Any customer (the receiver) contacting UPS / FedEx directly and presenting themselves as the sender and/or giving instructions to UPS / FedEx as the sender waives all rights to refunds and/or replacements ~ no exceptions.
We encourage all our customers to always review their orders.
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∎ ORDER TRACKING & SAVING OUR EMAIL ADDRESS
It is important that customers must add our order email address hello@truorganicbeef.com to their email contact lists as multiple reminder emails are sent which contain important updates including order confirmation, delivery address confirmation, shipping and delivery updates.
Failure to save our order email address hello@truorganicbeef.com may result in important email updates going to your spam / junk / promotion folder.
1.) A confirmation email with details of your purchase will be sent when your order is placed successfully.
2.) A shipment notification with a tracking number and shipping information will be sent via email and/or text message when your order ships with UPS / FedEx.
3.) A third email is sent confirming the package is on the truck and out for delivery.
4.) A final email is sent confirming the order has been successfully delivered.
5.) A signature is not required for delivery.
Note:
• Please make the necessary preparations for receiving your order on the day of delivery.
• Check your tracking number on a regular basis to monitor the progress and delivery of your order.
• UPS / FedEx does not require a signature for delivery.
• To help prevent package theft, also known as porch piracy, please take your package inside your home or store to a secure location as soon as the courier has delivered your order.
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To track your shipment with UPS:
Help & Support Center: https://www.ups.com/us/en/help-support-center.page
Track your package: https://www.ups.com/track?loc=en_US&requester=ST/
To track your shipment with FedEx:
Telephone: 1-800-463-3339
Track your package: https://www.fedex.com/en-us/tracking.html
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∎ RESPONSIBILITY FOR DELIVERY
It is our responsibility to ensure UPS / FedEx have the customer's full shipping address (which was provided by the customer when the order was placed). Successful delivery is defined as: When an order has been recorded as delivered to the customer's shipping address by UPS / FedEx on their tracking system.
Delivery to any address (including residential, commercial, offices, businesses, apartments, condominiums, gated communities, or any property with keypad access / call box codes / gate codes / door codes) is at the customer's own risk. It is not the responsibility of TruBeef Organic to ensure a shipping address is secure, correct, and complete. If the shipping address has a keypad access / call box codes / gate codes / door codes, this code must be provided with the shipping address when the order was placed.
It is the customer's sole responsibility at the point of order to ensure UPS / FedEx driver can access a property if a keypad access / property access codes / gate codes / door codes are required, to get past a gate or an apartment main entrance door of the shipping address. If UPS / FedEx do not have a working keypad access / property access codes / gate codes / door codes to access the shipping address, the customer does so at their own risk ~ this will cause delays and prevent a successful and timely delivery. Any refunds and/or replacements are not applicable ~ no exceptions.
If a shipping address has keypad access / property access codes / gate codes / door codes which is required to gain access past a gate or main entrance door of the shipping address and this code(s) is not provided at the point of order, the customer does so at their own risk ~ this will cause delays and prevent a successful and timely delivery. Any refunds and/or replacements are not applicable ~ no exceptions.
If a shipping address has a call button at the gate or main entrance door (that is preventing delivery to the shipping address), if this call button detail is provided at the point of order, FedEx / UPS will call this. If there is no answer from the recipient, FedEx / UPS can only endeavor to leave the package as close as they possibly can to the shipping address or return the package to their local facility and make further delivery attempt(s) in the following days, the customer does so at their own risk ~ this will cause delays and prevent a successful and timely delivery. Any refunds and/or replacements are not applicable ~ no exceptions.
It is the customer's responsibility to make the necessary preparations to allow the successful receiving of an order on the day of delivery. If the customer is not available to receive the order at the time of delivery at the shipping address, the customer does so at their own risk.
It is not possible for TruBeef Organic to guard or safely secure a package after it has been successfully delivered by UPS / FedEx to the customer's shipping address (including delivery to mail rooms, postal rooms, front desks, reception desks, reception areas, concierge desks, service desks, condo / apartment lobby, leasing office, property management office, etc.).
To help prevent package theft, also known as porch piracy, please take your package inside your home or store to a secure location as soon as the courier has delivered your order. If UPS / FedEx shows a package as being delivered from their tracking, but the customer disputes the delivery of the package and/or cannot physically locate the package, please contact UPS or FedEx immediately without delay.
TruBeef Organic is not in a position to dispute the delivered status with UPS / FedEx, as we are not present at the delivered address. Once a package has been delivered to a customers' shipping address and marked as Delivered by UPS / FedEx, TruBeef Organic cannot be held responsible for loss, theft, or any damage after a successful delivery to the customer's shipping address (including delivery to mail rooms, postal rooms, front desks, reception desks, reception areas, concierge desks, service desks, condo / apartment lobby, leasing office, property management office) ~ any refunds and/or replacements are not applicable ~ no exceptions.
Do NOT refuse TruBeef Organic packages under any circumstances. You must accept the packages and contact us immediately without delay — on the day of receiving the packages if there are any issues. Email us at hello@truorganicbeef.com or call us at (619) 333-8942.
We cannot fulfill our guarantee to deliver if a package is refused or if customer contacts UPS / FedEx and requests package return to sender. Photos and/or videos are required in order to fulfill our guarantee. In the event any of our packages is refused or redirected back to us, any refunds and/or replacements are not applicable ~ no exceptions.
Delivery Instructions: If you (the customer) are not at home when your shipment arrives, the courier will generally leave the package for you at your door or common area, unless other delivery instructions have been communicated by you (the customer) to the courier. The risk of loss and/or damage passes to you (the customer) at the time of delivery.
If the customer is not available to receive the order on the day of delivery, TruBeef Organic cannot guarantee the product will be frozen, semi-frozen or cold to the touch.
It is therefore vital to ensure the customer is at the delivery address on the day of delivery, to open the shipping box and store straight away each individual packaged product safely in a freezer.
TruBeef Organic cannot guarantee or be held responsible for the quality of the product when a shipping box has been left unopened and/or the product is not stored in a freezer on the day of delivery; any refunds and/or replacements are not applicable ~ no exceptions.
TruBeef Organic ships a time-sensitive, perishable product. We calculate the dry ice quantity based on the estimated shipping time. Hence, the shipping box must be opened and the contents stored in a freezer straight away on the day of delivery. Any refunds and/or replacements are not applicable ~ no exceptions.
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∎ ALASKA & HAWAII
TruBeef Organic ships to customers in the lower 48 states. We will only ship to Alaska and Hawaii upon special request by email.
When we ship to Alaska and Hawaii, we will add the maximum amount of dry ice to each shipment box as much as we possibly can.
However, due to the time-sensitive and perishable nature of our product, the long distance, remoteness, and the increased potential for courier transit delays to these two destinations, TruBeef Organic will not be held responsible for any package delays, thawing, spoilage, loss in transit, or parcel or product damage in transit resulting in the shipment being delayed or undeliverable to these destinations by UPS / FedEx.
The customer assumes all risk and responsibility for shipments to Alaska and Hawaii.
Additionally, we also require a waiver in advance of shipping to Alaska and Hawaii that we TruBeef Organic will not be held responsible.
Any refunds and/or replacements for any shipments to Alaska or Hawaii are not applicable for any reason ~ no exceptions.
You cannot complete the purchase until you click / agree that you have read and agreed to these terms and conditions and also provided an additional waiver.
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∎ WHAT IS THE TRUBEEF ORGANIC SATISFACTION GUARANTEE?
The TruBeef 100% Satisfaction Guarantee is defined as follows: We guarantee that all our Beef and Lamb are Certified 100% Organic, Non-GMO, 100% Grass-Fed & Grass-Finished, Pasture-Raised, and Certified Carbon Neutral all the time.
We guarantee that every order is packed and shipped with the utmost care. We guarantee that every Lamb and Beef order is blast cell frozen to minus 70 °F over three (3) days. We guarantee that all our products will arrive at your door frozen, partially frozen, or cold to the touch / refrigerator cold (below 40 °F as measured with a food thermometer), as defined by the USDA mail-order food safety.
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∎ CUSTOMER OBLIGATIONS AND RISKS WITH RESPECT TO PRODUCTS
The customer(s) are exclusively responsible for inspecting all products you receive from us upon delivery. The inside container temperature upon receipt for any meat product should be below 40 °F as measured with a food thermometer. To maintain the highest quality, all products must be unpacked and stored in your freezer upon arrival. The consumption of all TruBeef Organic products is exclusively at your own risk. In addition, you are exclusively responsible for the handling, preparation, storage, cooking, and use of all products. Without limiting the foregoing, we encourage you to:
1.) Follow the U.S. Department of Agriculture’s (USDA) instructions on refrigeration, food handling, proper food temperatures, and food safety, which can be found on their website and
2.) Follow all applicable cooking instructions.
Failure to follow proper food practices and recommendations may increase the risk of foodborne illness. In addition, pregnant women, young children, the elderly, and individuals with compromised immune systems should follow USDA recommendations on food consumption for at-risk groups.
In addition, you are exclusively responsible for determining whether the products are suitable and/or compatible with any food allergies / other dietary restrictions you may have before handling, preparing, using, or consuming the products.
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∎ WHAT IF THERE IS AN ISSUE WITH MY ORDER?
Our meat products leave our butchery and our premises in their sealed packaging. All meat packages are inspected and confirmed sealed before packing in an insulated box with dry ice and sealed for shipping.
The contents of your order will arrive in excellent condition. Your order should arrive frozen, partially frozen, or cold to the touch / refrigerator cold (below 40 °F as measured with a food thermometer).
It is possible that a portion of your order may arrive partially frozen or cold to the touch (cold as if it were in a refrigerator) ~ which is perfectly safe for re-freezing or cooking and in line with USDA Food Safety Guidelines. Thawed meat once cold to the touch is in no way defective or harmful.
Orders must be unpacked and stored in your freezer upon arrival. The best place to store your premium meat is in the freezer. Freezing your premium meat means the quality is never compromised and you are wasting less.
To thaw completely, place your premium meat in the refrigerator. Meat has natural juices, a natural substance called myoglobin, therefore, always put your TruBeef Organic meat in a bowl / dish when thawing in the refrigerator. All TruBeef Organic products must be fully and safely thawed in your refrigerator before cooking.
Refunds and/or replacements cannot be issued for products that are handled and/or stored improperly after being successfully delivered. TruBeef Organic is not responsible for the customer’s unsafe storage, unsafe handling, unsafe preparation, or unsafe cooking of raw meat. TruBeef Organic defines Safe & Unsafe Safe handling, storage, preparation, and cooking of raw meat as per USDA and FDA Food Safety Guidelines.
We are confident that you will love everything you purchase from us. We have the most competitive price for the premium quality meat products we offer. Our quality and standards are very important to us, so we aim to promote our Certification and Verification to all our customers wherever possible. Our customers have the confidence and satisfaction knowing they are getting a clean and extremely natural product.
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∎ REPORTING AN ISSUE
In the unlikely event you receive our products that do not meet the standards we guarantee, please contact us immediately without delay — on the day of receiving your order. Email us at hello@truorganicbeef.com or call us at (619) 333-8942.
A printed packing slip (a document that lists all items) is included in the package as a record of what should be in the shipment. It is the customer’s responsibility to double-check the received items against the packing slip when an order is received. If you believe something is wrong or missing from your order, and you have identified the item(s), please contact us immediately within 24 hours of successful delivery.
As we are not able to physically access the product and to help us better understand an issue, we will require the following information.
• Order number
• Detailed photos and/or videos of the issue, including the item label, the product, the packaging, the insulation lid ~ as it was received.
• Please include any other documentary information to support your issue.
Filing an issue is time-sensitive.
Failure to cooperate in providing documentary information, pictures and/or videos supporting your issue may delay or completely compromise our ability to assist you.
We are happy to work with you in resolving any issues with your order that you may experience. We address these on a case-by-case basis; however, we will do our utmost to work towards a satisfactory solution. Refunds and/or replacements are made entirely at our discretion and can be offered or withdrawn at our discretion.
Due to the perishable nature of the product, unfortunately, we cannot facilitate any exchange and/or returns ~ no exceptions.
∎ IF ENTITLED TO ANY REFUNDS
If you are entitled to any refunds, refunds applied to your card payment will take approximately 3 to 10 business days, depending on your bank's processing times as this can vary between credit card issuers.
Shipping and handling costs are non-refundable. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the product(s) price minus the actual cost of shipping and handling. If you have purchased our products that had free shipping, we will deduct the actual cost of shipping and handling costs incurred.
Shop Pay Installments: If you are entitled to any refunds, the refunded amount will be returned to your original payment method within 3 to 10 business days, and your balance will be updated. Please check the link here for more information: https://truorganicbeef.com/pages/shop-pay-installments-faq
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∎ DRY ICE
Dry ice evaporates in transit. For safety reasons, we time our dry ice to be fully or almost fully evaporated by the time it reaches your door, so you don't have to handle the very cold dry ice which is dangerous if not handled correctly. Please use gloves to remove any remaining dry ice. Do NOT handle dry ice with bare hands. We include specific instructions to provide for safe handling and disposal of any dry ice that may remain in your insulated box upon arrival.
To dispose of any remaining dry ice: Dry ice needs to sublimate or evaporate in a well-ventilated area, choose an area that you do not spend a lot of time in, and away from children and pets. Never place dry ice directly on a tiled, laminated, or solid surface. Never dispose of dry ice in a toilet, sink, trash can, dumpster, chemical waste container, or down a building's garbage chute.
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∎ COOKING ORGANIC GRASS-FED MEATS & COLOR WHEN RAW
***VERY IMPORTANT COOKING REMINDER FOR ORGANIC GRASS-FED MEATS***
Due to the all-grass diet, 100% Grass-Fed Beef and Lamb is naturally leaner. Organic Grass-Fed & Grass-Finished STEAKS, BEEF LIVER and LAMB CHOPS WILL COOK 30% QUICKER than regular Beef or Lamb.
Please adjust your cooking time to avoid overcooking. Our STEAKS, BEEF LIVER and LAMB CHOPS are best served to medium doneness at most to preserve juiciness and flavor.
STEAKS and LAMB CHOPS — cook to an internal temp of 128 to 130°F then rest for 5 minutes for best results.
NY STRIP STEAKS, PICHANA STEAKS & LAMB CHOPS HAVE A FAT CAP — please render the fat cap on its side until golden brown.
BEEF LIVER — mild & delicate, so best served to medium doneness at most (a little pink in the middle), to preserve moisture and flavor.
SHORT RIBS, OXTAIL, CHEEKS, CHUCK ROAST and BEEF BELLY — needs to be slow cooked (braised) in liquid until soft. Cooking these cuts on high heat, with dry heat sources or cooking too quickly can result in tough, chewy meat so go slow n’ low until fork tender soft.
When raw, our Organic Grass-fed Beef and Lamb will have a much deeper red color than you may be used to. This dark red color is a result of two key factors:
1.) Beta Carotene from wild grass and
2.) The high amount of nutrients and minerals only found in wild Organic native grasses.
This is perfectly natural. We do not use CO2 gas or Nitrate film to artificially lighten the color which is common in grocery store meats.
TruBeef Organic is Regeneratively raised Beef and Lamb on Wild Organic Pastures which gives our meats unique characteristics of leanness, texture, color, scent, flavor, and nutrient density. To get the best out of these characteristics, please avoid overcooking.
Before cooking, please read our guide: HOW TO COOK GRASS-FED STEAKS THE RIGHT WAY. Multiple reminder emails are sent noting the quicker cooking time of our Beef and Lamb.
Natural scent of 100% Organic cuts high in fat, collagen and connective tissue: Our 100% Organic cuts rich in fat, collagen and high amounts of connective tissue e.g. Bone items, Oxtail, Beef Belly and Short Ribs may have a natural aroma when raw / during cooking. This is completely normal and reflects their quality and Organic purity. This natural aroma is a reassuring sign that these are free from chemical processing or artificial deodorizing.
TruBeef Organic cannot be held responsible for the customer's personal preference including taste / flavor, marbling, fat content, leanness, presence of bones in bone-in products, or how the customer cooked their beef, offal, and lamb; and for any potential issues related to a particular recipe, preparation, or cooking method a customer chooses to follow. The customer accepts that TruBeef Organic supplies raw meat (beef and lamb) and we are not responsible for the customer's overcooking, undercooking, carelessness, and/or lack of knowledge in the correct preparation and /or cooking of a given meat cut ~ any refunds and/or replacements are not applicable ~ no exceptions.
Prior to ordering, kindly ensure you are fully aware of the characteristics of the meat cuts that you intend to purchase from us. Please know how to store, prepare, and cook these cuts properly.
At TruBeef Organic, we provide an extremely clean 100% Organic, 100% Grass-Fed and Grass-Finished Beef and Lamb which gives our meats unique characteristics of leanness, texture, color, scent, flavor, and nutrient density. This type of meat product is extremely rare in the US marketplace, and it may be the first you have purchased / eaten a meat product like this before. Personal taste, preferences, expectations, or comparisons to other suppliers or brands of beef and lamb previously purchased / eaten are not grounds for refund and/or replacement.
Due to the perishable nature of the product, unfortunately, we cannot facilitate any exchange and/or returns ~ no exceptions.
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∎ PRICING
TruBeef Organic reserves the right to change product prices at any time. TruBeef Organic reserves the right to increase, decrease, add/or eliminate shipping and handling charges from time to time. Product prices, shipping, and handling charges are available on our website, truorganicbeef.com. All prices are subject to change without prior notice.
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∎ GIFT CARDS
e-Gift Cards are non-refundable and cannot be redeemed for cash. We do not accept returns on e-Gift Cards. Please protect your TruBeef Organic e-Gift Cards. TruBeef Organic is not responsible in the event of a lost, stolen, destroyed, or used without permission e-Gift Card. We do not replace and/or re-issue any e-Gift Cards under any circumstances ~ no exceptions.
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∎ SPECIAL OFFER / SALE / COMBO DISCOUNTS / DISCOUNT CODES
• Minimum order applies for each unique discount code.
• The discount code entry field will show during checkout when the active discount code is available.
• The unique active discount code must be entered at checkout.
• Discount codes do not apply to sale items.
• Only one active discount code can be used per order and/or per customer.
• Any of these offers, including the unique discount code cannot be applied to previous / pending purchases, cannot be combined with any other offers, and is not valid for Gift card purchases.
• Free Shipping on orders over $239+ (calculated at check-out, pre-tax, after any discounts).
• We reserve the right to change product prices at any time.
• We reserve the right to increase, decrease, add/or eliminate shipping and handling charges from time to time.
• We reserve the right to change or cancel any discount codes or offers at any time.
• We reserve the right to change or cancel any order due to unauthorized, altered, or ineligible use of the offer.
• Only authorized and valid purchases will be processed and shipped.
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*Terms: 10% OFF Military Discount.
• Proof of Military Service (Past or Present) must be provided by email to hello@truorganicbeef.com along with a contact telephone number of the person claiming the Military Discount.
• The order must be in the name of and be paid by the person claiming the Military Discount.
• Minimum order $239 per order per shipping address.
• Offer is valid on new orders placed from July 3rd, 2023 from 1.00 pm PT until further notice.
• This is a one-off discount i.e. valid on 1st order only.
• Offer is not valid on prior / pending orders and cannot be combined with any other promotions / offers including discounted items, bulk items including Half Cow & Quarter Cow or sale items.
• Offer is not valid on Gift card purchases.
• Free Shipping on orders over $239+ (calculated at check-out, pre-tax, after any discounts).
• We reserve the right to change or cancel any order due to unauthorized, altered, or ineligible use of the offer.
• We reserve the right to change, alter, or cancel the offer at any time.
• Only authorized and valid orders will be processed and shipped.
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∎ ORDER LIMITATIONS
TruBeef Organic reserves the right to reject any order and/or limit the quantities on any order, without giving any reason. If your order is rejected, we will attempt to email you at the email address provided when the order was placed.
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∎ ZERO TOLERANCE POLICY
TruBeef Organic treats our customers with courtesy and respect and asks for the same in return. We have the right to carry out our work without violence, aggression, abuse, and harassment.
Any behavior, verbal, physical, or written which causes any member of our team to feel uncomfortable, humiliated, insulted, harassed, or threatened is totally unacceptable.
The Zero Tolerance policy includes in-person, over the telephone, or in written communication. TruBeef Organic considers this behavior to be:
• Attempted or actual aggressive threatening actions made towards any member of our team.
• The use of aggressive, threatening, harassing, humiliating, insulting, or abusive language, (including the raising of the voice, swearing, cursing, shouting) which threatens, intimidates, or makes any of our team feel uncomfortable.
• Bribery and solicitation for the purposes of garnering cash back in exchange for good or bad reviews.
• Nuisance calls, texts, or emails.
• Trolling.
TruBeef Organic reserves the right to remove any customer details from its systems and cease to correspond with or do business with them. We have the right to refuse to serve you.
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∎ FAQs here.