Route+ is an optional premium package protection for our online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Purchased Route+ and need to file a claim? File here
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (firstname.lastname@example.org) and we will be happy to work with you to remedy the situation.
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions
Just reach out to us at email@example.com and let us know the issue. We are still always here for every step of the way!
With the exception of our Beef Jerky, which arrives in our resealable bags, all of our products are shipped in individually vacuum-sealed packages (Unless otherwise noted). They are frozen and shipped with dry ice. It is normal for the dry ice to evaporate and some thawing to occur particularly during summer months, but as long as the products arrive under 39 degrees and below, have no fear as it is still safe to enjoy. We ship via UPS in our eco-friendly Thermopods whenever possible.
It depends on when you ordered… Due to the perishability of our Wagyu, we can’t ship over the weekend. Orders placed before Tuesday 10am CST will ship out the same week via Standard Shipping. Orders placed after that cut off time with Standard Shipping will not ship until the following Monday. We do offer 2-Day and Overnight Shipping options to get your Wagyu to you sooner. Please check our handy chart on our Shipping Page to see our different methods of shipping and estimated arrival times. If you have any special requirements/questions, send us an email at firstname.lastname@example.org and we’ll happily help you out!
Yes we do! Orders require a minimum order subtotal of $100.00 to qualify for free shipping. Discounts or promotions that bring the order below the minimum $100.00 are not eligible for free shipping unless the minimum is met.
As long as the order hasn't shipped yet, we can correct the shipping address without any further issues. Please send us an email ASAP so we can intercept the order before it leaves our warehouse.
Unfortunately, once the order ships and you try updating the address it'll add delays that will ultimately cause the order to arrive thawed. We send an order confirmation email immediately after placing the order and it is the customer's responsibility to verify their shipping address is correct before the order ships out. We are not responsible for orders that have shipped to the wrong address as a result of customer entering incorrect shipping information.
We offer our Wagyu in multiples based on what fits in a box. We need our Wagyu to fit in nice and snug so that they stay frozen and arrive safely to your door. For our steaks this is quantities of 4. Larger cuts such as our roasts can be sold individually.
Every steak will have some variance, but here’s what you can generally expect:
Not all areas are available for Saturday Delivery. Please reach out to email@example.com to confirm, as we do not automatically ship overnight orders for arrival on Saturday. By default, orders with overnight shipping received on Thursday after 10am CST or Friday, will ship out on Monday to arrive on Tuesday.
If you place your order before 10am CST Thursday via overnight, your order will ship out on Thursday to arrive on friday.
We recommend simply seasoning with sea salt and fresh ground pepper and never ever ever cooking past Medium Rare! Visit our Blog for other Recipes and Tips.
No, but this is a very common question. Although all Kobe is Wagyu, not all Wagyu is Kobe. Wagyu is the breed of cattle, which hails from Japan, and is famed for its dense marbling and flavor. Kobe beef comes from Wagyu cattle that meet very strict guidelines and are born, raised, and slaughtered the Hyogo Prefecture of Japan, whose capital city is Kobe. Wagyu beef from the US could never be Kobe beef, even though you might see “American Style Kobe” on a restaurant menu. We raise 100% Fullblood Wagyu, which is Wagyu cattle that have never been crossbred so it maintains all the lovely qualities Wagyu is known for.
While we would love to host all of our customers, Ranch tours are currently not available.
Sorry, no again. Because we’re such a small operation, we don’t have the capacity to fabricate our own steaks. We have a fantastic partner that does this for us and we ship from there, which means there’s no beef at the Ranch.
We most certainly can cancel the order but we can only do so if the order hasn’t shipped. Please send us an email at firstname.lastname@example.org before 10am CST the day your order is supposed to ship with the request. Once the order ships, we can no longer cancel the order.
First off, we’re sorry about that! Please have your order number ready, take some pictures of the damage or incorrect product and send them to us so we can review and log it. Please send pictures to: email@example.com We’re always looking for ways to improve our products and pictures/feedback help us do this.
Please send photos of the following to get the claim processed:
We can try our best to accommodate your special request but please send us an email first to see what we can do. You can send us an email at firstname.lastname@example.org
Please send us your order# as soon as you place the order to email@example.com with your request. As long as the order hasn’t shipped, we should be able to ship your order to a later date.
We suggest re-packaging the steak in a new plastic pouch. Occasionally, during transit the product may move around and it might cause small perforations in the package. If you decide to Sous Vide it, water might get into the product and essentially ruin the steak if there are tiny perforations.
We accept the following forms of payment:
We're sorry to see you go! Please sign into your account from the Wagyu Club Page. You can get to it from here. From there, scroll down to "Already have an account?" and click on that link. You'll be prompted to sign in with your credentials. From there you can manage your subscriptions, including canceling.
We respond to all inquiries within 24 hours, Monday through Friday 9am-5pm PST. All emails received after business hours, holidays or during the weekend will be answered on the next business day.
We don't have a contact phone number available because we are all working from home at the moment. Rest assured, we monitor our emails on a regular basis and will respond to your email as quickly as we can.