1. Our guarantee

We stand behind every box we ship. If something isn't right with your order, tell us and we'll make it right, whether that means replacing the item, crediting your next box, or refunding you.

Making it right starts with hearing from you quickly. Everything we ship is perishable, so we can only confirm and resolve a problem while the product is still in your hands. Requests made outside the windows below, or after the product has been eaten, can't be honored.

2. Shipping issues: tell us within 24 hours

Shipping issues include an order that arrives thawed or warm, a box damaged in transit, a late delivery, or missing items. Email support@meatworks.com within 24 hours of delivery and we'll resolve it within one business day.

Please include:

• Your order number
• A photo of the product as it arrived, including the product label
• A photo of the shipping box and any remaining dry ice
• A short description of what went wrong

If your order arrives thawed, send us a photo before you refreeze, cook, or discard anything. The photo is how we document the issue with our shipping partner, and we can't process a thawed-order claim without one.

3. Quality concerns: tell us within 7 days

If your order arrived cold and intact but you have a concern about the product itself, email support@meatworks.com within 7 days of delivery with your order number, a photo of the product label, and photos showing the issue.

4. First-order satisfaction guarantee

If you're a first-time customer and your first box isn't what you hoped for, we'll refund it in full. This applies to your first single box, one-time or subscription, and requests must reach us within 7 days of delivery with your order number, photos, and a description of the problem. One per customer.

5. Returns

We don't accept returns. Our products are perishable and can't be restocked or resold once they've left our facility, so there's never anything to ship back to us. Photos are all we need.

6. What we can't cover

• Orders that are undeliverable, delayed, or lost because of an incorrect or incomplete shipping address
• Orders not brought inside in a timely manner. Perishable orders need to come in soon after they land. An order delivered at 8 a.m. and left on the doorstep until 6 p.m. has been sitting out for ten hours, and we can't cover what happens to it in that window.
• Orders shipped to a business address that is closed at delivery. The courier will attempt delivery the next business day and the order may thaw in the meantime. We can't guarantee delivery to business addresses.
• Orders affected by an address change requested after the order has shipped. Once a box is in transit we are not able to redirect it. Rerouting adds days to the trip, and a perishable order almost never survives that delay. Please double-check your shipping address at checkout.
• Product that has been fully or substantially consumed
• Issues reported after the windows above have passed

7. How we resolve it

Depending on the issue, we'll send a replacement, apply a credit toward your next box, or issue a partial or full refund. Refunds go back to your original payment method and typically post within 5 to 10 business days.

Questions about an order? Email support@meatworks.com with your order number and we'll take it from there.