FREQUENTLY ASKED QUESTIONS

TOP FAQs

Q. What is the difference between Prime and Choice?

A. USDA Prime is the highest 1-3% of all beef produced in the United States. It contains the highest degree of marbling (intramuscular fat). USDA Choice is the next highest level which contains an abundant amount of intramuscular fat, but less than USDA Prime.

Q. What is the difference between Wet-Aged Beef and Dry-Aged Beef?

A. Aging beef is an important process that makes even the finest of meats more tender and flavorful. Dry Aging is a process where prime cuts are exposed to temperature/moisture/light-controlled coolers where an outer crust will form. This crust is carefully removed, leaving meat that displays a distinctive flavor and tenderness that is only found when dry-aged.

Wet Aging occurs when meat is placed inside of vacuum-sealed bags, preventing exposure to air and moisture from evaporating. Enzymes break down the meat‚ as complex proteins from the inside out, producing meat that displays a distinctive flavor and tenderness only found when wet-aged.

Q. Can you ship outisde the U.S.?

A. We currently ship to all 50 United States and Puerto Rico. We can also ship to Canada under special circumstances. Please contact customer service at 1-800-548-7777 for more information or to schedule a Canadian order.

Q. Why can't I schedule delivery for Monday?

A. Due to the perishable nature of our shipments, we do not ship products over the weekened. The first available delivery day of the week is Tuesday, however, choosing Tuesday requires Overnight Delivery service and an additional fee on top of the base shipping price.

Q. How long do we Age our meat?

The length of aging varies greatly as function of various factors: size of primal cut, type of primal cut, and grade. In the case of Dry-age, the amount of humidity, moisture, and light also affect the aging process. Wet-age is typically aged for 4-6 weeks. Dry-Age can be aged for 4-8 weeks.

Q. What should I do if there is a problem with the order I just received?

We ask you to notify us of problems by the next business day. Our "Promise of Excellence®" is your assurance of quality from Allen Brothers. If we fail to live up to any aspect of our guarantee*, we will replace your order or issue a gift card, provided you notify us at 800.548.7777 (weekdays 6 am to 9 pm CST) the next business day after receipt of your order. *Please see our guarantee here.

SHIPPING

Q. Is your meat shipped fresh or frozen?

A. We ship all of our product Frozen.

A. We use UPS as our shipping courier. We ship our product either fresh or frozen in a Styrofoam cooler with either dry ice or blue ice.

Q. My product was still cold but not frozen when I received it, what do I do?

A. If any product has reached room temperature and is no longer cool to the touch, please contact our Customer Service Department at 1-800-548-7777.

Q. Can you ship outside the U.S?

A. We currently ship to all 50 United States and Puerto Rico. We can also ship to Canada under special circumstances. Please contact customer service at 1-800-548-7777 for more information or to schedule a Canadian order.

Q. Do I have to be present in order to receive my Allen Brothers' delivery?

A. We recommend scheduling delivery when someone will be present to receive the delivery. However, we have instructed UPS to release packages whenever safe to do so.

Q. Why can't I schedule delivery for Monday?

A. Due to the perishable nature of our shipments, we do not ship products over the weekened. The first available delivery day of the week is Tuesday, however, choosing Tuesday requires Overnight Delivery service and an additional fee on top of the base shipping price.

Q. How can I place one order to ship to more than one gift recipient or address?

A. For multiple-address orders, please contact customer service at 1-800-548-7777 and they will assist you with your order.

Guarantee, Refund & Return Policy

Q. In what condition will my order arrive?

A. Deliveries will arrive with your product either frozen or partially thawed. Product that arrives thawed but still cold can be re-frozen or used within 3-7 days if kept in a refrigerator. Please contact us directly at 800.548.7777 (Mon-Fri: 8 AM – 5 PM CST) if you have any concerns or questions about the condition of your order.

Q. What happens if my order is delayed while in transit?

A. While most deliveries will arrive with your product remaining frozen, weather and delivery delays may result in your product becoming thawed while in-transit. Product that arrives thawed but still cold can be re-frozen or used within 3-5 days. Please note - Allen Brothers is not responsible for delays as a result of being provided with an incorrect or incomplete address as customers are required to provide accurate shipping addresses for Allen Brothers to guarantee delivery. Failure to provide correct shipping addresses voids our guarantee and will require additional payment (including the cost of shipping) if a replacement order is to be sent.

Q. How will I know that what I received is what I ordered?

A. Allen Brothers provides clearly identified and uniquely coded boxes containing our products. We weigh each steak, roast, and box on electronic digital scales to ensure you will always receive at least the weight of product you ordered. However, it is important to note that the thicknesses listed are an approximation based on the size of the steak chosen as our primary requirement is to provide you with an accurate weight of the steak you have selected.

Q. What should I do if I have concerns or questions about my delivery?

A. If for any reason, you have concerns with your recent delivery, please call Customer Support at 800.548.7777 (Mon-Fri 8am - 5pm CST) by the next business day after receipt of your order so we can address your concerns and achieve an appropriate resolution, if necessary.

Storing

Q. How long are steaks good in the freezer?

A. As long as they are kept at a steady freezing temperature, our steaks/roasts can last from 12/18 months in the freezer. Seafood can last from 3/9 months.

Meat Terminology

Q. What is the difference between Prime and Choice?

A. USDA Prime is the highest 1-3% of all beef produced in the United States. It contains the highest degree of marbling (intramuscular fat). USDA Choice is the next highest level which contains an abundant amount of intramuscular fat, but less than USDA Prime.

Q. What is the difference between Wagyu and Prime?

A. Wagyu is a particular breed of cattle and often times exhibits greater marbling than that found in USDA Prime beef. Wagyu is graded using BMS (Beef Marble Score).

Sourcing

Q. Where do your fish products come from?

A. Our high quality fish and seafood come from a variety of sources. Please see individual product pages for details.

Q. What is the diet of the cattle?

A. Our Wet-Aged and Dry-Aged products are Grain/Corn Fed unless otherwise noted.

Q. Are your Chicken Free Range?

A. Pintades/Poulet Fermier Breasts are Free Range

Aging

Q. What is the difference between Dry Age and Wet Aged?

A. Aging beef is an important process that makes even the finest of meats more tender and flavorful. Dry Aging is a process where prime cuts are exposed to temperature/moisture/light-controlled coolers where an outer crust will form. This crust is carefully removed, leaving meat that displays a distinctive flavor and tenderness that is only found when dry-aged.

Wet Aging occurs when meat is placed inside of vacuum-sealed bags, preventing exposure to air and moisture from evaporating. Enzymes break down the meat‚ as complex proteins from the inside out, producing meat that displays a distinctive flavor and tenderness only found when wet-aged.

Q. How long do we Age our meat?

A. The length of aging varies greatly as function of various factors: size of primal cut, type of primal cut, and grade. In the case of Dry-age, the amount of humidity, moisture, and light also affect the aging process. Wet-age is typically aged for 4-6 weeks. Dry-Age can be aged for 4-8 weeks.

Nutrition and Ingredient Information

Q. Where can I find product ingredients and nutrition facts?

A. Nutritional information can be found on each product page by clicking on the Nutritional Information tab found below the product listings.

What condition will my order arrive