What if my ButcherBox arrives late or damaged?


First and foremost,  we are so sorry you’ve experienced an issue with your delivery and for any inconvenience this has caused you!  We hope that you never experience an issue with your delivery, but if you do we are standing by to help!  


We ship in accordance with USDA Mail Order Safety Guidelines.


Our meat is flash frozen and individually packaged and labeled.  The cuts are placed inside a reusable insulated shopping tote, which is surrounded by our eco-friendly liner.  Dry ice is added to the outside of the tote, inside the liner (click here for information on safe handling/disposal of dry ice).  The amount of dry ice added is carefully calculated based on your geographic location/delivery time.  Orders are shipped in a cardboard shipping box which is sealed with a plastic overlay. The shipping box is printed with the ButcherBox logo and instruction to freeze or refrigerate perishable items.


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Your ButcherBox meat should arrive frozen, partially frozen with ice still visible, or at least refrigerator cold—below 40 °F as measured with a food thermometer.  



Per USDA guidelines, meat that is thawed in the refrigerator (below 40 °F as measured with a food thermometer) can be safely placed into the freezer for later use.  This article can be read here.




The temperature range in which food-borne bacteria can grow is known as the danger zone. Food safety agencies, such as the United States’ Food Safety and Inspection Service (FSIS), define the danger zone as roughly 40 to 140 °F. Do not consume or taste suspect meat or meat that is in the danger zone. For more information click here.



In the event of a carrier delay which results in the order being delivered at an unsafe temperature, or if there is damage to the shipping box that results in your meat arriving at an unsafe temperature, or you feel your order is compromised or unsafe in any way—Please notify us immediately by emailing support@butcherbox.com



Please provide as much information as possible, including if a certain item or items was affected or if it is the entire order, etc.   When possible, attach photo of the damages with your request (especially when the shipping box is damaged).  While not required, photos are very helpful and allow us to visually assess the damages and continually improve our service. 



In the event an item(s) in your order is damaged/compromised, we’re happy to replace the item(s) in your next shipment, or add a credit for the retail price of the item to your account, or issue a refund for the item(s).  If the entire shipment is damaged due to a carrier delay or shipping box damage that causes the order to arrive at an unsafe temperature, we’re happy to issue a replacement of the shipment, a credit to your account for the retail price of the shipment, or a refund to your card on file as preferred.  




Do not consume or taste suspect food