Refund & Replacement Policy
Last Updated: May 17, 2026
Frozen steak shipments need fast reporting and clear documentation.
If your order arrives warm, thawed beyond safe temperature, damaged, missing items, or wrong, email us with your order number and photos within 24 hours of delivery. For quality issues found after thawing, reach out within 7 days. We will review the issue and may replace affected items, refund affected items, or issue store credit depending on the situation.
How to File a Claim
Three steps. That's it.
- Snap a photo. A clear shot of the box, the packaging, or the affected product helps us help you faster. Multiple photos are even better.
- Email us. Send your photos to customerservice@bigtexan.com with your order number and a quick description of what's wrong. (You can find your order number in your shipping confirmation email.)
- Sit tight. A real person on our team will reach back out, usually within one business day.
Claim window: Please reach out within 24 hours of delivery for cold-chain or transit issues (arrived warm, thawed, damaged, missing, or wrong items). For quality issues you don't notice until thawing (off smell, freezer burn, off color), please contact us within 7 days of delivery.
The sooner you tell us, the faster we can review the issue and the better information we have to file a claim with the carrier when needed.
You don't need to ship anything back unless our team asks you to. Frozen meat that has been off-temperature is no longer safe to eat or sell, so document the issue first and wait for our team's instructions before disposing of affected product.
What's Covered
Here's what to do for the most common things that can go wrong, and how our team reviews each situation.
Order Arrived Warm or Thawed
What to do first: Don't refreeze the meat - that's not safe even if it still looks fine. Photograph the box, the products, and the temperature if you have a thermometer (steaks should be below 40°F / 4°C on arrival).
What we'll do: Review the issue and may replace affected items, refund affected items, or issue store credit depending on the situation.
For more on what to check at delivery, see our cold-chain and safe-handling guide.
Box Damaged in Transit
What to do first: Photograph the outside of the box before opening when possible. If you've already opened it, photograph the damage and any affected products inside.
What we'll do: Review the damage and may replace compromised items, refund the affected portion of your order, or issue store credit depending on the situation. We may also use your photos to file a carrier claim.
Wrong Items Received
What to do first: Photograph what you received next to the packing slip if you have it.
What we'll do: Review the order and may ship the correct items, refund affected items, or issue store credit depending on availability and the situation.
Item Missing from Order
What to do first: Double-check your packing slip and the bottom of the box. Sometimes items shift inside the dry ice.
What we'll do: If something's truly missing, we'll ship it on the next available delivery date, refund that item, or issue store credit depending on the situation.
Order Delayed in Transit
Carrier delays are the most common issue, especially in summer heat. Sometimes packages still arrive cold even when delayed - the dry ice and our insulated packaging are designed for that.
What to do first: When the package arrives, follow the temperature check from the shipping page. Frozen and below 40°F means you're good.
What we'll do: If your delivery date is missed and the products arrive warm or thawed, we cover it as an arrival issue (above). If the carrier loses the package entirely, see "Order Never Arrived" below.
Quality Issue After Thawing
Off smell, off color, freezer burn, anything that doesn't look or smell right.
What to do first: Don't cook it. Photograph the product, ideally next to the vacuum-seal label so we can trace the cut.
What we'll do: Review the affected item and may replace the cut, refund that item, or issue store credit. We take quality issues seriously because your feedback helps us hold our supply chain accountable.
Quality issues should be reported within 7 days of delivery.
Allergen Concern or Undisclosed Ingredient
Take this one seriously. If you've had a reaction, please contact your physician first.
What to do first: Stop eating the product. Save the packaging and any remaining product for our team to review. Email us right away with photos of the labeling.
What we'll do: Review the affected order, product labeling, and supplier documentation with you. Depending on the situation, we may replace affected items, refund affected items, or issue store credit. See the Allergen Disclosure in our Terms for important context about cross-contamination in shared facilities.
Order Never Arrived
What to do first: Check the tracking link from your shipping confirmation. If the carrier shows "delivered" but you didn't receive it, also check with neighbors and your apartment office or front desk if applicable.
What we'll do: If the package appears genuinely lost, we will review the carrier record and may reship the order, refund affected items, or issue store credit. Lost-package claims can take a few extra days while we work with the carrier.
Why We Ask for a Photo
One photo can save you 30 minutes of back-and-forth. Here's why we ask:
- Faster resolution. Clear photos help us understand the issue without repeated follow-up questions.
- Carrier claims. Photos of the box and shipping label help us file an evidence-backed claim with the carrier when shipping damage or delay is involved.
- Better packaging. When we see how a box arrived, we learn how to pack the next one better. Real customer photos drive real packaging improvements.
If you can't get a photo for any reason, contact us anyway. We'd rather hear from you than have you stay quiet because you couldn't snap a picture.
How Fast You'll Hear Back
- First response: usually within one business day of your email.
- Resolution (refund processed or replacement scheduled): typically within three business days of first contact.
- Refunds back to your card: 5-10 business days after we process the refund, depending on your bank.
If something takes longer, it is usually because we are waiting on the carrier, the payment processor, or more order details. We will keep you in the loop either way.
What We Can't Fix
We want to be straight with you. Here are the situations our policy doesn't cover:
- Package left out after delivery. If the carrier confirms the package was delivered to your address but it sat outside before it was brought in, we may not be able to replace what spoiled outside our control. Our packaging is built for shipping conditions, not for extended storage on a doorstep.
- Safe-handling rules weren't followed after arrival. If the meat was thawed at room temperature, refrozen after thawing, or stored above 40°F (4°C), it's no longer something we can warranty. See the safe-handling guidance.
- Personal taste or cooking results. If the cut wasn't your favorite, or it didn't cook the way you wanted, that's not a defect. We're happy to suggest other cuts or share cooking tips - just reach out.
- Wrong shipping address you provided. If the address on the order is wrong and the package goes somewhere else, the carrier's policies apply. We'll do what we can to help, but a reship would be at your cost.
- Change of mind on a perfectly good order. Because steaks are perishable, we can't accept "I changed my mind" returns once an order has shipped in proper condition.
If you are unsure whether your situation is covered, reach out with your order number and photos. We will review the details and explain the available options.
Contact
The fastest way to reach us about an order issue is email. Have any questions before you order? Try our FAQs or our contact form.
7701 Interstate 40 Access Road
Amarillo, TX 79118
United States
Email: customerservice@bigtexan.com
Phone: (806) 372-6000
Need Help With an Order?
Our customer service team is standing by - we typically respond within one business day.