Note: Silver Fern Farms has appointed third parties to provide courier and logistics services (“Courier”), to fulfil the delivery of orders for this Website. The Courier is in addition to this responsible for the compilation, packaging and billing. The ordered products will be delivered by the Courier to the customers place of residence in United States as specified on the order confirmation (“Shipping Address”).

SHIPPING
New orders are shipped via FedEx. We offer free shipping on orders $200 or more (post discount). Otherwise, a flat rate of $24 is charged for orders from $150 to $199.99 and $29 is charged for orders under $150.

We usually ship from Monday through to Wednesday every week (excluding Public Holidays), so orders typically arrive Tuesday through Friday. If a shipping delay exists, we will notify you as soon as possible. Your order will be shipped within approximately 7 to 8 business days from your order date.

Once your order ships, you’ll receive an email notification from us with tracking information. To track your order, visit ORDER HISTORY in your account page. If your box has shipped, you should be able to click on the tracking number provided.

We deliver nationwide across the continental United States, but unfortunately we are currently unable to ship to Alaska and Hawaii. We are also unable to ship your order to a P.O. box address, please ensure to provide a valid shipping address that is not P.O. box when you checkout the order.

For more details about Orders & Shipping, please visit our FAQs here.

RECIEPT OF DELIVERY
Though you don’t need to be home for delivery, all orders should be retrieved as soon as possible.

We pack the shipment with enough dry ice to facilitate the delivery but packages should not remain outside longer than 2-4 hours after delivery. When retrieved within that time window, your food should arrive refrigerator cold—below 40°F as measured with a food thermometer.

We recommend checking the internal temperature of any meat that isn't solid and immediately discarding anything that isn't at a safe temperature. In accordance with USDA Freezing and Food Safety Guidelines, meat that is refrigerator cold, partly frozen (solid), or frozen can be placed into the freezer for later use. You should immediately discard any meat that’s above 40°F or meat that is exactly 40°F that may have been so for more than 2 hours.

If your order arrives damaged, please take a photo of the damage and send to our customer service team within 48 hours from when the order is delivered. Please ensure to include your name, email address, the order number and the item/s missing or damaged from your box and one of our friendly team will be in touch to remedy this for you.

RETURNS AND REFUNDS
We are shipping perishable Product(s) 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.

If you are not completely satisfied with your Silver Fern Farms products, please contact SupportUSA@silverfernfarms.com. We will happily review your order and any reported issues and offer a replacement of the Product in question, credit towards your next box, or a partial/full refund. Since we are not able to physically access the Product, we may ask that you provide photos of the product label and damage reported.

Due to the perishable nature of our Products, 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 Shipping Date, or if an address is altered while in transit. When placing your order, please enter your shipping address carefully to ensure accuracy and review your receipt/account for any errors. If you enter the shipping address incorrectly or move, please email SupportUSA@silverfernfarms.com immediately for correction. However, we cannot guarantee that we will be able to update the delivery address if the order has already been processed and we will not issue refunds due in these circumstances.

If your order is returned to us because of an incorrect address provided or refusal of delivery when shipped according to our Terms, we must dispose of the contents, and you will not be refunded. In the event an order is delivered late due to an incorrect address or if you are unable to retrieve on the delivery date without prior notification and thawing/damage occurs, you will not be refunded.

CANCELLATIONS
You are liable for any orders placed or charges that incur prior to the cancellation request. If the request for cancellation is made after your order has been processed, we will not be able to cancel or refund your order.