Beef and chicken are different animals — literally — so the two common "arrived in rough shape" complaints are different too.
Beef chips arrived soft, chewy, or oily
Our beef chips are just brisket and salt or spices — nothing added to hold their texture. Brisket has natural fat, and when a box sits in a hot UPS truck or on a sunny porch in summer, that fat softens and moves to the surface. The result is a beef bag that's chewier and oilier than it should be.
The chips are still perfectly safe to eat. They're just not at their best.
Bringing the crunch back: put the sealed bags in the fridge for an hour or two. The fat firms back up and most of the crunch returns. Some people like them straight out of the fridge on hot days anyway.
Chicken chips arrived broken up
Chicken chips are thinner and more delicate than beef, so some breakage in shipping happens. Broken pieces taste exactly the same — a lot of people end up eating them like crumbles on a salad or eggs. A few broken pieces is normal. A bag that's mostly crumbs is not, and we'd rather fix that.
Heat doesn't affect chicken the way it does beef, so the fridge trick isn't needed here.
Tips for summer orders
- Have packages delivered somewhere shaded, or to a workplace if you're not home during the day
- Bring the box inside as soon as it lands — an hour on a hot porch does more damage than the whole trip
- If UPS "Access Point" pickup is available in your area, use it in July and August
If it's really bad
If the fridge trick doesn't help a beef bag, if a chicken bag is mostly crumbs, or if any bags arrived crushed, puffed up, or with a broken seal, that's covered by our Delivery Guarantee. Enter your order number, add a photo, and choose a replacement, store credit, or refund. Most claims are resolved within 24 hours.
Real defects are rare and we stand behind every bag.
