We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit. Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.If you experienced an issue with your order, please file a claim with Route’s teamhere.
Shipping Policy & Frequently Asked Questions
How will my order ship?
Orders are shipped in styrofoam coolers with dry ice. We add more than enough dry ice for each day of expected transit, plus extra during the summer or when delays are anticipated.
What does shipping cost?
Shipping is priced based on your order total:
- Orders $0 - $234.99 = $25 shipping
- Orders $235+ = FREE shipping
- Orders containing only Jerky or other dry items = $15 shipping
Please note: Orders to Alaska and Hawaii are subject to higher shipping rates.
How can I get FREE Shipping?
Good news! Orders over $235 qualify for FREE shipping automatically. Just make sure you have at least $235 worth of product in your cart (after any discounts are applied) and shipping is on us!
Please note: Free shipping offer excludes orders shipped to Alaska and Hawaii.
How can I get my order on a certain date?
If you want your order to arrive at a later date or on a certain date, please contact us before placing your order. Call us at 888-665-8757
I need my order ASAP, can you upgrade shipping?
We do offer expedited 1-2 day air shipping (depending on your location) for $60. If you would like a quote for overnight shipping for your order, please call us at 888-665-8757 or email us at email@example.com with your shipping information.
Do you ship UPS or FedEx?
The majority of our orders are shipped via UPS. In some areas, we also utilize FedEx and Better Trucks shipping services. If you have a preference, please ask as we can typically accommodate.
Dry goods & merch are shipped via USPS separate from your frozen order.
Can you ship to a PO Box?
Please use a street address for all orders. We are unable to ship to PO boxes.
It's really hot where I live, will my order be OK?
Yes! We have been shipping orders all over the country for over 10 years. Our shipping team is top notch in packing orders and making sure orders arrive in good shape.
However, if you're order is delayed or runs into any other issues, please contact us and we'll be happy to help.
How long will it take for my order to arrive?
Orders are shipped Mondays - Wednesdays and will usually arrive 1-3 days after shipping. Click here for location specific information.
How can I track my order?
After your order has shipped, we will send you an email with your tracking number. If you have not received your email, please check your junk folder. If you still need assistance with your tracking information, please call 888-665-8757.
What days of the week do orders ship?
We ship all orders out Monday - Wednesday based on your shipping location. Overnight orders can be shipped through Thursday.
Due to the perishable nature of shipments, we do not ship orders over weekends.
I have a problem with my shipment.
We're sorry to hear that, but we know that sometimes delays or other mistakes can happen. Please call us at 888-665-8757 or send an email to firstname.lastname@example.org and we'll be happy to help!
What if my order arrives thawed?
We try to avoid thawing at all costs, although it is occasionally unavoidable. If your shipment does arrive with some thawing, we will do everything we can to help. First, do not throw any product away. Meat that is thawed or partially thawed, may still be good, anything under 40 degrees is just like having it in your refrigerator. Second, take a quick picture of the products as this will be very helpful if we do need to file a claim or investigate further. Third, put the meat in the freezer and reach out to us via email at email@example.com phone at 888-665-8757. We will be happy to help answer any questions you may have and help determine whether or not the meat will need to be thrown and replaced.
Route - FAQ
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Green Package Protection and looking to file a shipping issue online? File here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered withPatch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes
In both cases, the Route Premium cost will not be refunded
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered Please note, some order issues may require a police report to be filed
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order dateFor international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Claims for damaged itemsrequirephotos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at 888-665-8757 and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.