Returns & Refunds Polics

We are shipping perishable product and therefore are not able to accept returns.  Unlike items that have a longer shelf life, items that are perishable cannot be restocked or resold. Please review your order and corresponding receipt carefully and if any changes need to be made, email immediately.  Once an order has been processed for production and delivery, we are unable to alter the order and any requests/changes made will be applied to the next invoiced order. 

If you are not completely satisfied with your Butcher Box for good reason, please contact within two (2) days of receipt. We will happily review your order and any reported issues and offer an appropriate resolution which may include replacement of the product in question or credit towards your next box.  Since we aren’t able to physically access the product, we may ask that you provide photos of the product label and damage reported.

We guarantee delivery to the address provided when the order is placed.
Due to the perishable nature of our product, we cannot guarantee the condition of the delivery if the address is incorrectly entered, if a change of address isn’t updated prior to the invoice date, or if an address is altered while in transit, or if you are unable to retrieve the order on the guaranteed delivery date and did not notify us prior to the order being invoiced.

When placing your Butcher Box order, please enter your delivery address (and notes) carefully to ensure accuracy and review your receipt/account for any errors.  If you enter the address incorrectly when the order is placed, please email  immediately for correction.  Should your address change, please update it prior to the invoice date either via your account or by writing to If your Butcher Box needs to be left at a specific location in your building, please be sure to add this to the driver notes section at checkout or email us to update the address. 

Substitution Policy:
In the event of unforeseen stock changes, an item may be swapped for another of equal or greater value that may not be reflected on your invoice – you will be notified of this by our sales team before delivery should this happen.  While this situation does not occur often, we reserve the right to substitute an item of equal or greater value with your order. If there is a question on items received or you feel there is a discrepancy, please contact us on the date of receipt for clarification.

Thawing/Safe Handling Recommendations
Perishable foods should never be thawed on the counter and must not be left at room temperature for more than two hours.

Refrigerator Thawing
Place the item you wish to thaw on a plate with a lip or bowl on the lowest shelf of the refrigerator to ensure that any drippings aren’t spilled onto shelving or food below.
A kilogramme of mince or boneless chicken breasts can require a full day to thaw in the refrigerator.
After thawing in the refrigerator, items such as mince, stewing beef, and poultry should remain safe and good quality for an additional day or two before cooking.  Red meat cuts (such as beef, pork and steaks) should remain safe and good quality 3 to 5 days.
Food thawed in the refrigerator can be refrozen without cooking, although there may be some loss of quality.

Cold Water Thawing
If you forget to thaw your meat for dinner, this method is faster than refrigerator thawing but requires more attention.
Thawing in cold water, 40 degrees or below, is safe and faster than refrigerator thawing.
The bag should be submerged in cold tap water, changing the water every 30 minutes so it continues to thaw.
Small packages of meat, poultry or seafood may thaw in 1 hour or less.
A 1.5-2.5kg package may take 2 to 3 hours.
For whole turkeys, estimate about 30 minutes per pound.
Once thawed food must be cooked immediately and should not be left out.
Foods thawed by the cold water method should be cooked before refreezing.
Microwave Thawing
Not recommended.


Order online or call (04) 772 685 to place an order.
  Call Now