Refunds, Replacements & Claims Policy

​

At Big Horn Mountain Farms, we take care in preparing, packaging, and fulfilling every order. Because we sell frozen and perishable products, our return and refund policies differ from those for nonperishable merchandise.

Please inspect your order promptly after pickup or delivery and contact us immediately if something is missing, damaged, incorrect, or unsafe to use.

​

Contact Us About a Problem

Claims must be reported within 24 hours of delivery or pickup.

Please provide:

• Your name and order number

• The delivery or pickup date

• A description of the problem

• Clear photographs of the shipping box, product packaging, labels, and affected products

• The temperature of the products, when the concern involves thawing or delayed delivery

Email: Sales@BigHornMountainFarms.com
Call or text: (307) 217-9119

We typically respond within 1–2 business days. Please retain the affected products and all packaging until we have reviewed your claim.

​

Frozen and Perishable Products

For food-safety reasons, frozen and perishable products cannot be returned or restocked after they have been delivered, picked up, or removed from the Honor Store.

Refunds or replacements may be considered when:

• We shipped or prepared the wrong product

• An item listed on your order is missing

• Packaging was damaged before delivery or pickup

• A verified carrier delay caused the products to arrive at an unsafe temperature

• A product has a confirmed quality or packaging defect

Depending on the circumstances and available inventory, we may provide a replacement, store credit, or refund for the affected product.

Refunds and replacements are issued at the discretion of Big Horn Mountain Farms after the claim has been reviewed.

​

Partially Thawed Shipments

Dry ice may be fully evaporated by the time a shipment arrives. The absence of dry ice does not necessarily mean the products are unsafe.

According to USDA food-safety guidance, frozen meat that still contains ice crystals or measures 40°F or below may generally be safely refrozen or used.

If your products arrive warm, fully thawed, damaged, or above 40°F, do not consume them. Photograph the products and packaging, record the temperature with a food thermometer when possible, and contact us within 24 hours.

When food safety is uncertain, discard the affected product after documenting the issue.

​

Shipping Delays and Delivery Problems

Customers are responsible for providing a complete and accurate physical delivery address and monitoring the carrier’s tracking information.

Refunds and replacements may not be available when a delivery problem results from:

• An incorrect or incomplete address

• A P.O. box being provided for a frozen shipment

• The recipient being unavailable to receive the order

• A package being left outside after confirmed delivery

• Failure to retrieve the shipment promptly

• An address change requested after shipment

• Refusal of delivery

• Theft or damage occurring after confirmed delivery

• Failure to follow storage and handling instructions

• Delivery delays caused by severe weather, emergencies, or conditions outside our reasonable control when the products still arrive at a safe temperature

If tracking shows that your order has been delayed, contact us promptly so we can review the shipment.

​

Missing, Incorrect or Damaged Items

Please compare the contents of your order with your confirmation or packing information as soon as it arrives.

Report missing, incorrect, opened, leaking, or damaged products within 24 hours. Include photographs of the full order, product labels, affected packaging, and shipping container.

When an error is confirmed, we will determine the appropriate replacement, credit, or refund.

Normal variation in cut shape, marbling, fat coverage, color, bone structure, and package weight is not considered a product defect. Meat is individually cut and packaged, so exact appearance and weight may vary.

​

Order Cancellations

Contact us as soon as possible if you need to cancel or change an order.

Individual-cut and merchandise orders may be canceled before they have been packed, prepared for pickup, or transferred to the carrier. Cancellation is not guaranteed once fulfillment has begun.

Shipping and processing charges that have already been incurred may not be refundable.

​

Bulk Beef and Pork Reservations

Bulk reservation deposits secure an animal share, harvest placement, and processing availability. Deposits are applied to the final animal balance and are not the full purchase price.

A bulk reservation may be canceled within 24 hours of purchase. After that period, or once the animal has entered processing, the deposit is nonrefundable.

Bulk orders are custom products. Once a cut sheet has been submitted or processing has begun, the order cannot ordinarily be canceled, returned, or refunded.

Customers are responsible for:

• Submitting the cut sheet by the stated deadline

• Reviewing processing and smokehouse selections

• Providing accurate contact information

• Paying the final balance before release

• Arranging timely pickup, delivery, or shipment

• Providing adequate freezer space

Estimated hanging weights, take-home yields, package counts, and processing dates are planning estimates and are not guaranteed. Final totals depend on the animal’s actual hanging weight, processing choices, optional services, and applicable delivery or shipping charges.

​

Ranch Pickup Orders

Please inspect your order promptly after pickup and transfer frozen products directly to a freezer.

Contact us within 24 hours if an item is missing, incorrect, damaged, or otherwise concerning. Claims related to improper transportation, delayed freezer storage, or handling after pickup are not eligible for a refund or replacement.

Orders not collected within the agreed pickup period may be returned to inventory or subject to rescheduling. Contact us promptly if your pickup plans change.

​

Honor Store Purchases

Honor Store sales are final because frozen and perishable products cannot be returned to inventory after leaving the store.

Please inspect packages before purchasing. Contact us within 24 hours if you discover damaged packaging, an incorrect label, or a product-quality concern.

Proof of payment and photographs may be required before a claim can be reviewed.

We cannot provide refunds or replacements for products that thawed, spoiled, or were damaged after leaving the Honor Store.

​

Meat Boxes and Product Substitutions

Meat boxes are hand-selected according to current ranch inventory. When disclosed in the product description, exact cuts may vary while maintaining approximately the same weight, quality, and overall value.

An approved substitution of comparable value is not considered a missing or incorrect item.

Contact us before ordering if the recipient has specific cut requirements or cannot accept substitutions.

​

Apparel and Nonperishable Merchandise

Unused and unworn apparel or merchandise may be eligible for return within 14 days of delivery.

To qualify, the item must be:

• Unused and unworn

• Unwashed

• In its original condition

• Returned with its original packaging or tags when applicable

Customers are responsible for return shipping unless the item arrived damaged, defective, or incorrect.

Original shipping charges are nonrefundable. Personalized, custom-made, clearance, and final-sale items are not eligible for return unless they arrived damaged or incorrect.

Please contact us before returning merchandise. Unauthorized returns may not be accepted.

​

Gift Cards

Gift-card purchases are final and cannot be returned, refunded, or exchanged for cash except where required by law.

Big Horn Mountain Farms is not responsible for gift cards that are lost, stolen, deleted, or used without the purchaser’s permission.

​

Refund Processing

Approved refunds are issued to the original payment method whenever possible.

After a refund is processed, your bank or card provider may require additional time to post the credit to your account. Original shipping charges are generally nonrefundable unless the refund results from an error by Big Horn Mountain Farms.

Refunds apply only to the affected products or charges unless the entire order is determined to be unusable.

​

Policy Limitations

Big Horn Mountain Farms reserves the right to deny claims that:

• Are submitted outside the stated reporting period

• Do not include sufficient documentation

• Result from improper storage, handling, or cooking

• Result from an incorrect address or unattended delivery

• Concern normal variations in natural meat products

• Involve products that have been discarded before documentation or review

• Show evidence of misuse, alteration, or fraudulent activity

This policy does not limit any rights or remedies available under applicable law.

​

Questions?

Contact us before ordering when you have questions about product weights, shipping, pickup, gift cards, bulk deposits, or processing expectations.

Email: Sales@BigHornMountainFarms.com
Call or text: (307) 217-9119